Complaints

This profile includes complaints for Rocket Travel, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Rocket Travel, Inc.

  641 W Lake St Ste 102 Chicago, IL 60661-1056

• 

  Rocketmiles

  Unknown Saint Petersburg, FL 33710

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint is related to my AAdvantage Hotels booking which website is owned and operated by Rocket Travel, Inc. by *****. My booking confirmation *********.I booked a Comfort Room at a hotel on AAdvantage Hotels website for 3 nights.On the night of my check in on 2/20/25, I found out that my room was back to back with the front desk, which is separated by a very thin wall. My room was very noisy which disrupts my rest. I immediately talked to the hotel staff in person as well as called AAdvantage ******************************** to request to change to a quieter room, but I was told by both parties that the hotel was fully booked and I can't move. As it was very late at night and I was in a foreign country, I had no choice but to stay for the night, but I wrote an email to the hotel manager as well as AAdvantage ******************************** requesting to change the room in the morning.On the second day 2/21/25, the noise got worse. I took videos of the noise in my room and emailed to the hotel manager and the AAdvantage ******************************** I also spoke to the hotel manager on the phone who agreed to refund me the rest 2 nights, so that I can find another hotel as the hotel did not have other rooms. The hotel manager told me that I needed to contact AAdvantage ******************************** for refund as my payment first went to AAdvantage ********************************, and the hotel has not received payment. I then called AAdvantage ******************************** on 2/21/25 explaining the situation and agreement with the hotel manager about the refund. AAdvantage ******************************** said that they needed to do internal investigation. I shared all my email communication as well as videos showing the noise with AAdvantage ********************************, which promised a resolution in ***** hours. I followed up every 3-4 days since then and it's already 3/10/25 and I still have not heard back and AAdvantage ******************************** stopped responding to me.

  Business Response

  Date: 03/18/2025

  Hi **** *****,
  
  First of all, we thank you for your preference and loyalty in choosing us to make your reservation. We received a notification from the Better Business Bureau regarding a review of 816580406.
  
  I understand that you were unable to rest comfortably due to the proximity of your room to the front desk, and I sincerely apologize for any inconvenience this may have caused.
  
  Following your request for a refund, I immediately investigated the situation. I understand you were informed that the hotel manager had approved a two-night refund. However, upon speaking directly with the hotel management, I was informed that a one-night refund was initially approved upon immediate cancellation at the system level, allowing your room to be occupied by another guest. Our team agents did their best to facilitate this (immediate cancellation), but unfortunately, the system requires specific and precise procedures that can sometimes take longer than expected. Subsequently, the hotel has denied any refund.
  
  The hotel management has also indicated that their location in the center of the ancient town means that some level of noise is to be expected during certain hours of the day. They also noted that your room accommodation was otherwise in perfect condition and that you departed at 4:00 p.m. on the second day of your stay.
  
  Despite the discrepancy in the information regarding the two-night refund approval, and in our commitment to your satisfaction as a valued AAdvantage Hotel customer, we have processed a one-night refund of $236.54 back to your original payment method today, March 18, 2025. Please allow 7-14 business days for this to reflect in your account. Furthermore, we have not deducted any value of the AAdvantage miles that were credited to your account for this booking. We are absorbing the cost of this one-night refund, which was the only refund explicitly approved and confirmed to us by the hotel management. Furthermore, we have not deducted any value of the AAdvantage miles that were credited to your account for this booking. 
  
  To move forward with your request for an additional one-night refund, I would require further clarification regarding the two-night refund approval you received from the hotel manager. If you can provide us with any written confirmation or further details that substantiate this two-night approval from the hotel, we would be happy to re-evaluate your case.
  
  Without further clarification and documented confirmation of the two-night refund approval from the hotel, we will consider this case closed following the processing of the one-night refund issued today.
  
  We value your loyalty as an ***************** and AAdvantage Hotel customer and regret that this particular experience did not meet your expectations. We hope you will consider using AAdvantage Hotels for your future travel needs.
  
  Kind regards,
  
  ******* ******
  Customer Loyalty Manager
  AAdvantage Hotels
  ************** (US & ******)
  ************** (US Toll Free)

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23047334
  
  I am rejecting this response because:
  
  

  Thanks ******* for the update. I appreciate your effort working with me to resolve this issue. I am confident that we will find a resolution on this case.
  
  
  As far as for the written support for the 2 nights refund approved by the hotel management, please see attached email chain. I also did a screenshot in case you have an issue opening the file.
  
  
  As you can see from my initial complaint, which was sent from my other email address linked to my AAHotel account, I had been in communication with both AAHotel and the ********************************* team, confirming the hotel has agreed to refund me for two nights of my stay. There have been no further disputes regarding this resolution, which is why I left the hotel and booked an alternative accommodation, assuming that the refund for the two nights would be processed as agreed. 
  
  
  I would never lie or fabricate this situation, especially since the hotel management is included in this email chain. They would have disputed my claim easily if the resolution I emailed was not true or made up. In fact, if the hotel management is now telling ******* that they never agreed to refund me for the two nights, it would mean the hotel is providing false information. In that case, I believe *******, as my agent or **************** customers' agent, should support me and other AA customers in addressing this dishonest behavior, take appropriate action against the hotel, and consider penalties or removal of the hotel from your platform.
  
  
  Based on basic contract, customer protection and agency law, if an ********************** agency is made aware of dishonest practices by a hotel and fails to remove the hotel from their platform or take appropriate action, they could be in breach of their duty of care under consumer protection and contractual obligations. By allowing a dishonest hotel to remain listed, ******* may be violating their responsibility to ensure that the services they offer are reliable and not misleading to customers. This failure to act could potentially constitute a breach of the agencys legal and ethical duties.
  
  
  With that being said, I appreciate the process of refund for 1 night, but I have the following 2 requests:
  
  
  1. I continue to request for a refund of my 2nd nights as previously agreed with the hotel, in the form of cash or travel credit valid for 1 year from today.
  
  
  2. Now with written support from me that the hotel agreed for a 2 nights refund, what actions will AAHotel take to penalize ******** ************** as they have been actively being dishonest or misrepresenting the situation with AAHotel.

  
  Sincerely,
  
  **** *****

  Business Response

  Date: 03/19/2025

  Hi **** *****,
  
  Thank you for your further response and for highlighting your perspective.
  
  I have carefully reviewed the screenshot you forwarded before. While I understand this reflects your written communication to both AAdvantage Hotel and the ********************** on that date, the content of the screenshot, as it appears to us, primarily discusses an issue related to clean service arrangements. I do see your statement within that communication indicating a two-night refund approval, but not from the hotel. 
  
  As previously stated, we have been in direct and ongoing communication with the ********************** management regarding your stay. They have consistently maintained, and provided written confirmation, that the only refund they approved was for one night. This was further reconfirmed by the hotel during our direct contact. For this BBB record, I enclose the written approval received from the hotel.
  
  I fully respect your desire for a two-night refund and understand your disappointment with the situation. However, our refund processes are directly tied to the approvals we receive from the hotel, who are best positioned to assess the issues experienced during your stay. 
  
  While we understand this is not the resolution you were hoping for, our final position remains the issuance of the one-night refund of $236.54, which has already been processed.
  
  Kind regards, 
  
  ******* ******
  Customer Loyalty Manager
  AAdvantage Hotels 
  ************** (US & ******) 
  ************** (US Toll Free)

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23047334
  
  I am rejecting this response because:
  
  

  *******,
  
  Does the advertised "soundproofing" on by the hotel and on AAHotel's (Rocket Travel **** website constitute false advertising? Please see the snip below from the AAHotel Comfort Room description. As I have repeatedly mentioned, my room is separated by a thin wall from the front desk. The room is very noisy and it is not soundproofing as advertised on your website.
  
  With this being said, I would request AAhotel and the ********************** to refund me 2 nights that I have not stayed, due to the noise as well as the false advertising.

  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:03/10/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel room with a pool view at the **************************************** through AAdvantage hotels operated by Rocket Travel **** (RTI) on February 20, 2025. (Confirmation number: *********) I contacted *** that same day to request a cancellation. My cancellation request was denied as the rate was non-refundable.Because the cancellation request was denied, I completed the stay at the hotel. However, I was not given the pool view room that I paid for, so I am requesting a partial refund because I did not receive what was paid for.Additionally. the ***** AAdvantage miles that were part of the benefits of the booking were never added to my account. So I am additionally requesting that the ***** AAdvantage miles be added to my account ********** the miles cannot be delivered, I would accept a full refund for the booking as satisfactory compensation.

  Business Response

  Date: 03/14/2025

  Hi *****,
  
  First of all, we thank you for your preference and loyalty in choosing us to make your reservation. We received a notification from the Better Business Bureau regarding a review of *********.
  
  I have identified a report of a room assigned without pool view for your reservation ********* at the ****************************************. I sincerely regret this discrepancy, as such instances are uncommon within our platform's operations, and we are committed to investigating this matter thoroughly to identify the root cause and implement measures to prevent similar situations from occurring in the future.
  
  As part of the measures we will take to resolve your case, we have evaluated the price difference within the framework of third party companies in order to make an equivalence of the payment made to the hotel. That said, it was found this difference is only 5 USD per night. I understand the dissatisfaction you faced upon arrival, so I would like to extend that compensation to a Travel Credit of 50 USD to show our commitment to resolve your case. Please know that this is the maximum amount we can grant in this instance considering the original difference of costs ($5).
  
  I have also sent your 5100 miles to the most immediate cycle of posting, and they will be credited to your account within one or two weeks (normally they are credited sooner).
  
  Your Travel Credit has been successfully sent to your email address on file. We appreciate your understanding and cooperation in reaching a mutually agreeable resolution. Your business is crucial to us, and we hope to provide you with a better experience in the future.
  
  Kind regards,
  
  ******* ******
  Customer Loyalty Manager
  AAdvantage Hotels
  ************** (US & ******)
  ************** (US Toll Free)

  Customer Answer

  Date: 03/25/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:03/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 22, 2025, I sent a message to Rocket Travel **** asking if they could give me a call because I needed to notify them of some travel changes. I never heard back so two days later on February 24th, I called and spoke with a ***resentative, ****** about my dates of travel changes and that I still wanted to keep my reservation but want them to notify the hotel not to cancel my reservation on February 25th when I was scheduled to arrive. I wanted Rocket Travel to update the hotel that I will be arriving on February 28th. They stated that they were unable to get in contact with the hotel and would follow up with me. I never heard back from Rocket Travel and on February 27th I called Rocket Travel AGAIN to get an update on if they were able to speak with the hotel, H4 *********************. The *** at Rocket Travel attempted to call the hotel while I was on the phone but stated that no one at the hotel was answering. I communicated that I was traveling and didn't understand how they were unable to get in contact with a hotel after 5 days and multiple attempts. Rocket Travel **** sent an email stating that they reached out to the hotel and they were unresponsive and asked if I wanted to cancel the reservation. I communicated AGAIN that I just wanted them to notify the hotel that I will be using the reservation and just want them to notify the hotel that I will be checking in on February 28th. Needless to say, Rocket Travel **** was never able to communicate my request and when I arrived to the hotel they mentioned that I was listed as a NO SHOW and my reservation was canceled resulting in me losing out on $510.88. I attempted multiple times to mitigate the issue and had to rebook a new reservation and spend extra money for a hotel. The lack of empathy and communication was unprofessional and disheartening. It's not fair and I'm requesting my money back.

  Business Response

  Date: 03/14/2025

  Hi ******,
  
  First of all, we thank you for your preference and loyalty in choosing us to make your reservation. We received a notification from the Better Business Bureau regarding a review of 814709978.
  
  I acknowledge your recent hotel reservation and the concerns you have raised. I understand your frustration with the difficulties we encountered in reaching the hotel and the subsequent issues with your reservation. I sincerely apologize for any inconvenience or distress this situation has caused. 
  
  Regarding the modification of your booking or notification of late arrival, I must reiterate that hotel policies are strictly adhered to and are aligned with system's functionalities. As outlined in our terms and conditions, hotels are subject to the accepted policy, which typically dictates that a hotel offer may be non-refundable and non-amendable.
  
  I understand that our team attempted to assist you by communicating with the hotel. Please note that any additional considerations are facilitated by the property and are largely documented as internal notes, quite difficult in system-level modifications. While we strive to act as a helpful intermediary, the primary responsibility for direct communication lies between the hotel and the client.
  
  Furthermore, we have been notified of the chargeback initiated with your bank. Due to this action, our system has automatically locked the reservation. As a result, any further updates or refund-related inquiries must be addressed directly with your financial institution, as they are now the primary point of contact for this matter. We advise you to reach out to them for the most accurate and up-to-date information regarding your refund.

  
  As a gesture of goodwill and in recognition that our customer service may not have fully met your expectations, we have issued a Travel Credit of $40. This credit has been sent to your registered email address and can be utilized for future bookings (hotel platform and cash+travel credit combination only, or the travel credit alone).
  I understand this situation has been challenging, and I appreciate your understanding.

  
  Kind regards, 
  
  ******* ******
  Customer Loyalty Manager
  AAdvantage Hotels 
  ************** (US & ******) 
  ************** (US Toll Free)

• Initial Complaint

  Date:03/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a reservation using ****** points through AAdvantage website. I needed to change the dates of my reservation and they told me to contact the hotel directly. They said they were unable to contact the hotel and I would need to call them myself. I called the number and they couldnt find my reservation. The second number they gave me the hotel couldnt find my reservation as well. The third number they gave me the hotel couldnt find my reservation either. The booking date has now passed and I lost my points and every time I call rocket travel they put me on hold for long waits and give me the runaround. I would like my points refunded immediately.

  Business Response

  Date: 03/11/2025

  Dear *****,
  Thank you for your valuable time and patience. We are happy to assist you.
  We have escalated your case to our Customer Satisfaction and Investigations (CSI) team for further review. After a thorough investigation into all circumstances involved in this situation, we found that your reservation was under a strict non-refundable/non-amendable policy, which was clearly displayed during the booking process, and you agreed to these terms before completing your reservation.
  In our eagerness to assist, we contacted the hotel to request a date change on your behalf. However, our request was denied, and the hotel indicated they needed to speak with you directly to address any resolution. When you informed us that the hotel could not locate your reservation, we reached out again and spoke with the owner, ****, who confirmed that the reservation was active and ready for your scheduled check-in date.
  Please note that despite our efforts to secure a refund or modification, the hotel has maintained their stance due to the strict non-refundable/non-amendable policy. While we empathize with your desire for a refund or date change, we are bound by the terms and conditions established by the hotel for this reservation. We genuinely apologize for the unfavorable outcome. Please understand that changes or cancellations free of charge are exceptions that only the hotel or central reservation office can approve or deny.
  We hope this information clarifies the situation. We remain at your disposal for any further queries you may have.
  Kind regards,
  Cristofer L
  Customer Loyalty Manager
  ******************** Concierge
  ************** (US & ******)
  ************** (International)

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23038627
  
  I am rejecting this response because: This does not address the fact that this company is advertising an ****** as a hotel and their mistake in giving me the wrong phone number several times causing confusion. I could have had my son use the reservation, but when I called they said that there was no reservation under my name. This was excessive unnecessary delay by the travel agency and there needs to be consquences for their poor service. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 03/14/2025

  Dear *****,

  
  Thank you for your time and patience. We are committed to assisting you. We understand your concerns regarding the hotel's location and your discomfort.
  Please be aware that many hotels offer their services through various platforms, including ******, homestay services, and other booking platforms. We have no control over how individual hotels list or manage their rooms and suites on these different platforms.
  We want to assure you that the phone numbers we provided were the same numbers we used to contact the hotel directly. We apologize for any misunderstanding. However, we must reiterate that all relevant information regarding the booking was provided during the reservation process.
  We appreciate your understanding.
  

  Kind regards,
  ********* *.

  Customer Loyalty Manager

  ******************** Concierge

  ************** (US & ******)************** (International)

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23038627
  
  I am rejecting this response because: the phone numbers that were given initially they stated they could not find my reservation. This should be stated this is an ****** and not a booking with hotel directly. They also refused to give the ******'s owner complete information and address
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1 March 2025 Reservations were made with AAdvantage Hotels for ***** April 2025. Upon receiving the confirmation number I noticed the dates should have been ***** April 2025. I called the number to get the dates updated and was told that the reservation had not hit the hotel system yet. I was told that I would receive an email within ***** hours (see screenshot of email). It has been 5 days since first contact and I have received nothing but excuse after excuse why the dates cannot be updated. 1. ********** reservations **** needs to update it. 2. I personally call the hotel chain and was informed by ****** in reservations and ******(sp?) at the front desk that the booking agency ROCKET TRAVEL by ***** needs to send them an email requesting the update. 3. I have been told numerous times (each time I call Rocket Travel) that Im being put on hold so the hotel can be contacted and ensure the dates cannot be changed. 4. As soon as the agent comes back on the line Im told that theyre still waiting on an update from the hotel stating the dates can be changed. 5. ********* and ***** from Rocket Travel informed me that they have received confirmation from the hotel and the dates would be changed (4 Mar 2025). 6. As of 6 Mar 2025 no further emails/contact from Rocket Travel has been made by them (I have to reach out) and being pressed to cancel the reservation and rebook which means they will make double the money. The customer service representatives have lied numerous times and fail to help/do their job.

  Business Response

  Date: 03/17/2025

  Dear ******,
  Thank you for your patience and for allowing us to assist you with your reservation. We appreciate you bringing this matter to our attention.
  We have conducted a thorough investigation into the circumstances surrounding your request to change the reservation dates. Our engineers have confirmed that the dates selected during the booking process were those originally entered by you.
  We understand that errors can occur during the booking process. However, we also emphasize the importance of carefully reviewing all reservation details before confirming, particularly given that this reservation was made under a strict non-refundable/non-amendable policy.
  Despite this policy, we have been diligently working to facilitate your date change request. This process requires coordination between our system, the central reservation office system, and the hotel's system. Please note that if any of these parties are unable to implement the change directly within their respective systems, the request will be denied.
  Currently, the hotel has verbally agreed to consider the change. However, they have not yet implemented the changes within their system. As previously stated, their ability to directly modify the reservation within their system is crucial for the success of this request.
  We will continue to actively pursue this request on your behalf. Please allow us 3-5 business days to finalize the process. We will keep you informed of any updates.
  We hope this information clarifies the situation. Please do not hesitate to contact us if you have any further questions.
  Sincerely,
  AAdvantage Hotels Concierge
  Loyalty Manager
  ********* *.
  ************** (US & ******)
  ************** (US Toll Free)

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23029196
  
  I am rejecting this response because:

  I have spoken with the hotel multiple times and have been told it could be done. I was also told multiple times that the date would be changed by two different representatives just to get the same response that I just got in this response.  I find it suspect that when I suggested to get the hotel on three-way I was told that it was policy not to talk on three-way.  I have also have received a different response via email(see attached). UNETHICAL So either someone is lying or theres no communication between different levels of the company. Just leave the reservation as is and I will take this as a ****** learned that this business will use and has scripted excuses not to help the consumer.  
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 03/18/2025

  Hi ******,
  
  We hope this email finds you well. 
  We are glad to work for you. As we mentioned on our previous emails we have been working on your request. We have contacted the hotel and central reservation office and we are happy to inform that your request to change the dates on your reservation  at DoubleTree by ******************* was approved. The new dates of your reservation are 4/28/2025 to 4/29/2025. Please note the hotel has confirmed your reservation with the Hotel confirmation number 84735896.   
  We hope this information helps you to clarify this situation. We remain at your disposal for any further queries you may have
  
  Kind regards,
  
  AAdvantage Hotels Concierge
  Loyalty Manager 
  ********* *. 
  ************** (US & ******) 
  ************** (US Toll Free)

  Customer Answer

  Date: 03/19/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:02/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against Rocket Travel by ***** due to an unresolved refund issue.On 10/24/2024, I booked a hotel (*********** in *******) through Rocket Travel and paid in full, receiving a 17% discount. For reference my booking ID is *****************, upon returning home on 11/13/2024, I discovered that the hotel had charged me the full price for the stay. The reason? Rocket Travel had not paid them.I immediately contacted Rocket Travels support team via email, requesting a full refund for the amount wrongly charged by the hotel. To my surprise, they only refunded part of the amount.For the past three months, I have repeatedly followed up with Rocket Travels support, but they have failed to resolve the issue. Each time, I am told that the remaining balance was supposedly processed and that I need to wait for an email from Hyperwallet to access my funds. First, they asked me to wait 3-5 business days, then 7-14 business days, and so on. It has now been three months, and I am still *********** can a company of this size fail to process a simple refund? This is completely unacceptable. I should not be harmed due to their incompetence.I am requesting the full refund owned to me.

  Business Response

  Date: 02/14/2025

  First of all, we thank you for your preference and loyalty in choosing us to make your reservation. We received your review of the reservation ********* *********** & Suites *******-Downtown (2024-11-08) - (2024-11-10).

  Please accept my sincerest apologies for the continued delay and frustration you've experienced regarding your refund for booking. I understand your concern and appreciate your patience as we worked to resolve this matter.
  
  I have investigated the issue and can confirm that the Hyperwallet transfer has been re-submitted. You should receive an email from Hyperwallet with your funds today along the day (***** USD).
  
  I understand that the delays you have encountered are unacceptable, and we deeply regret any inconvenience or stress this has caused. We value your business and are committed to providing a better customer experience. We are reviewing our internal processes to prevent similar situations from occurring in the future.

  Thank you again for your patience and understanding.
  
  Kind regards, 
  
  ******* ******
  Customer Loyalty Manager
  Rocket Travel Bookings 
  (International) *************** (US Toll Free)

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22927901
  
  I am rejecting this response because I did not receive any email from Hyperwallet to access my refund. Rocket Travel just keeps lying over and over. This is unbelievable.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 02/21/2025

  Hi *******,
  
  Please accept our sincerest apologies for the delay you experienced in receiving your email-credit through the Hyperwallet.
  
  We have thoroughly investigated the matter and have identified a temporary delay within the Hyperwallet system that affected the timely delivery of certain email-credits. This issue has been prioritized for immediate resolution by our technical team, who have been assigned dedicated resources and are operating with the utmost urgency to restore normal service.
  
  Please, remain attentive to my next email. I anticipate needing ***** business hours, but if I receive an update sooner, I will notify you immediately. We will be directly communicating with you regarding the resolution of this situation.
  
  We value your patience and understanding as we work to resolve this matter.
  
  Kind regards, 
  
  ******* ******
  Customer Loyalty Manager
  Rocket Travel Bookings 
  (International) *************** (US Toll Free)

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22927901
  
  I am rejecting this response because I am still waiting to receive my refund through the Hyperwallet system. Rocket Travel has asked for more 5-7 business days as usual.

  I feel that I am being given the runaround, which is making it difficult to trust that a resolution is forthcoming.

  Sincerely,
  
  ******* *****

  Business Response

  Date: 03/05/2025

  Hi *******,

  We received your BBB review, and we appreciate you sharing your concerns about the current process.

  We have diligently followed up on your case, and I sincerely apologize for the unexpected delay. This situation was unforeseen on our end, and I understand the frustration caused by missed timeframes for receiving your Hyperwallet email. Please be assured that your credit has been sent as previously indicated in our correspondence. I am deeply sorry to learn that you have not received it. All credits scheduled for this week, including yours, will be resent.

  Please allow 5-7 business days for the email to reach your inbox. Kindly check all folders, including Promotions or similar categories, to ensure the email was not misdirected. We are fully committed to resolving this case for you, and we are here to provide any assistance you may need. 

  Kind regards, 
  
  ******* ******
  Customer Loyalty Manager
  Rocket Travel Bookings 
  (International) *************** (US Toll Free)

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 22927901
  
  I am rejecting this response because I have not received any email from the Hyperwallet system. I have already allowed a couple of months for the email to reach my inbox, and yes, I have checked all possible Gmail folders. In fact, I have lost count of how many times I have been asked to wait for this email-credit since I first reached out to Rocket Travel in early November 2024.

  
  The process through Hyperwallet is clearly not working, and Rocket Travel has not provided any alternative ways to receive this credit.
  

  I would appreciate a more assertive and specific response to this matter, which has been ongoing far longer than it should have been.
  

   Sincerely,
  ******* *****

• Initial Complaint

  Date:01/21/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company takes care of ***************** mileage program. I've been a platinum member of AA for years and I have collected thousands of miles. The first time I had an issue with this system was in 2021, when I tried to book a hotel using my miles and I would get a constant error message "Sorry. We're unable to complete this transaction. Please contact us at ********************************* or call ************** or internationally at **************". I called customer support SEVERAL times and the answer was always the same "it's an error, just wait 24 hours". I waited 24 hours, I waited months and years. It's 2025 and to this day I cannot use any of the miles I have accumulated through ***************** because I still get the same error no matter what I choose to book. I have called multiple times and spoken with managers and nothing comes out of it. It's always the same lie. If you go on online platforms such as Reddit you will see hundreds of other clients who are experiencing the same issue. This is unfair to the customer as I have earned these miles but I have been unable to use them for the past 4 years because of a "website error" that was never and never will be fixed. ***************** states that they have nothing to do with the redeem miles system as it is fully managed by Rocket Miles, which has terrible customer service, and terrible user experience and they should not be open for business. I do plan on taking legal action as I have reached my limit with not being able to use the miles I earned with my own MONEY.

  Business Response

  Date: 01/23/2025

  Hi ***,
  
  First of all, we thank you for your preference and loyalty in choosing us to make your reservation. We received a notification from the Better Business Bureau regarding a review of booking attempts. We appreciate your patience while we verified this case for you.
  
  We are sorry to hear that it has been experienced a delay while trying to confirm your reservation. Your satisfaction is our utmost priority, and we want to assure you that this does not align with the level of service we aim to provide to our valued guests. As per checking, the system detected an unusual activity while validating the account information during the login process. We want to assure you that account verification is a standard security measure we implement to protect our customers' information and ensure a safe and secure booking experience.

  This includes measures such as:

  Identity Verification: To confirm the authenticity of the information provided during account creation.
  Fraud Prevention: To help prevent fraudulent transactions and protect both our customers and our business from financial loss.

  We understand that these measures may sometimes require additional steps, and we strive to make this process as smooth and efficient as possible while maintaining the highest security standards.
  
  We have now completed the verification process for your account, and you should be able to proceed with your booking without any further issues. Before you try, you can make some troubleshooting as follows:
  
  1. Clear your browser cache and cookies. This can resolve loading or format problems (highly recommendable)
  2. Ensure your browser is up-to-date. Compatibility issues may arise from outdated software
  3. Disable any browser extensions or ad-blockers, as these can interfere with site functionality
  4. Try using a different browser or device to see if the problem persists
  
  We encourage you to proceed with your booking and experience a memorable stay at your chosen hotel. We are confident that you will enjoy your trip and appreciate the peace of mind that comes with knowing that your booking was made securely.
  
  Kind regards, 
  
  ******* ******
  Customer Loyalty Manager
  AAdvantage Hotels 
  ************** (US & ******) 
  ************** (US Toll Free)

• Initial Complaint

  Date:01/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i am not able to use my ****** AA miles to book ********* partner had the same issue and the miles were able to be "unlocked" after escalating the issue for a while.please check and help assist in resolving this issue.AA member #: 4FF4K58 thank you,

  Business Response

  Date: 01/13/2025

  Hi JEDIDIAH,
  
  We hope this email finds you well.
  
  Thank you for your valuable time and kind patience. We escalated this situation to our Customer Satisfaction and Investigations (CSI) team for further review. We sincerely apologize for the inconvenience you encountered while attempting to book reservations on our website.
  
  Our account specialists reviewed your account due to some suspicious activity. We are happy to report that all necessary information has been verified, and the issue has been resolved. We encourage you to try booking your hotel again. The system should now be able to confirm your reservation.
  
  Please note, you may need to clear your browser history (delete cookies and cache) or log out and log back into your account before attempting again.
  
  We hope this resolution helps. We value your business and remain at your disposal for any further questions or concerns you may have.
  
  
  Kind regards, 
  
  AAdvantage Hotels Concierge 
  Loyalty Manager
  ********* *. 
  ************** (US & ******) 
  ************** (US Toll Free)

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car through Citi Travel, to be picked up at Fox Rental Car in ************************ on Thanskgiving day. I arrived to find a broken down shack in a grocery store parking lot and was very rudely told by the front desk agent to get out and they do not have a car for me. Citi Travel refuses to refund me until the company that scammed me responds back and tells them its okay. They can't prove that I was provided a car, I was stranded on my vacation, I rented an additional car from Citi Travel over the same dates and at this point it is stealing.

  Customer Answer

  Date: 12/10/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:11/27/2024

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel with Rocketmile's service. I am very unpleased due to them not disbursing the Rewards stated to be associated with the booking I made for May 4th 2024. The reward in question is a $400 **** credit. I have attached a photo of the receipt. Furthermore, I have tried contacting Rocketmiles numerous times and each time the same occurrence happens:1. **************** can not do anything on their end so the "escalate" it to the technical team who reaches out in ***** hrs.2. Technical team responds saying to wait 1-2 weeks for the rewards to be posted.3. Nothing happens.On 7/14/24 I received the email stating to wait 1-2 weeks. Its been 7 months since I booked!

  Business Response

  Date: 12/11/2024

  Hi ***********,
  
  Thank you for your patience through this investigation process. 
  
  First and foremost, we are sorry to hear that there has been an issue regarding your **** rewards. We highly understand how important these benefits are to our valued customers, as they are part of the booking experience. 
  
  Please be advised that this is not a common occurrence, and we are sorry that this has happened on this occasion. As part of the processes we go through to verify what happened, our specialist team communicates with our partner in question, in this instance ****. Once the escalation process is initiated, we rely on this other department, as our system made the credit application, but this could not be concluded. 
  
  We have seen that your case has taken longer than expected, however, we appreciate your understanding that even though we are eager to solve this case as soon as possible, we depend on another department to provide a final answer. 
  
  Currently, we have received an update indicating that the matter will be resolved this week or early next week at the latest. We will continue to follow up on your case, and will keep you updated on any relevant notifications. 
  
  On behalf of Rocket Travel, we sincerely apologize for what happened. We are committed to providing excellent customer service, and this latest incident does not align with the service we would like to provide. 
  
  If you have any questions, please do not hesitate to contact us.
  
  Kind regards, 
  
  ******* Jordan 
  Customer Loyalty Manager
  Rocket Travel Concierge 
  ************** (US & ******) 
  ************** (International)

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22610955
  
  I am rejecting this response because:
  Hello,
  
  I would like to open my case and reject the bussinesss response as it has been more than 1 week and no contact has been made to me nor any resolution provided.
  
  Here they stated on 12/11/24:
  
  Currently, we have received an update indicating that the matter will be resolved this week or early next week at the latest. We will continue to follow up on your case, and will keep you updated on any relevant notifications.
  
  
  I have not been updated on this matter nor been provided my rewards owed to me.
  
  Thanks,
  
  *****
  Sincerely,
  
  *********** *******

  Business Response

  Date: 12/20/2024

  Dear *****,
  
  First of all, we thank you for your preference and loyalty in choosing us to make your reservation. We received a notification from the Better Business Bureau regarding a review of your reservation Full-size at Sixt.
  
  We are sorry that the outcome informed in our previous correspondence was not as expected. Likewise, we understand that this case has taken some time, and we are sorry if this has caused any frustration. 

  
  Since your bank has been involved, while this is a department that has a high level of management, we are not entitled to expedite processes that are involved with external entities, including financial institutions. That said, we can only wait for your bank to make the final ruling in collaboration with our specialized team. Unfortunately, we do not have a time estimate for these cases, and we recommend you wait for updates from your bank.

  
  Please know that we remain at your disposal for any further queries or assistance you may require.
  Kind regards, 
  
  ******* ******
  Customer Loyalty Manager
  AAdvantage Car 
  ************** (US & ******) 
  ************** (US Toll Free)

  Customer Answer

  Date: 12/23/2024

   
  Complaint: 22610955
  
  I am rejecting this response because:
  This response has nothing to do with my case. They are responding to another case with someone with a different name. My name is certainly not ***** and my issue ******** does not pertain to a Sixt rental car. 

  
  Sincerely,
  
  *********** *******

  Business Response

  Date: 12/30/2024

  Hi ***********,
  
  First of all, we are sorry for any delay in response, or information that does not pertain to this report.
  
  We would like to let you know that we have been following up closely on your case, as it is currently in an ************************ with a higher level of handling. 
  
  In order to provide you with a closer update on your reward report, we would like to inform you that although we received an update from **** on your case stating that it would be resolved within the timeframe stated above, they instead said they were still working on it.
  
  Please be assured that just like you, we would like to close this case with the notification of the credit, however, it is beyond our scope to issue orders to a department that is not within our jurisdiction. These cases are especially taken into consideration, as they can affect our business and the way our customers perceive our services. 
  
  Again, we are sorry for any delay in response, and be assured that we continue to work on it. Your case will be considered resolved until we have a clear and concise answer on the credit. For now, we appreciate you giving us 1-2 more weeks. Our priority will be to reach an answer before that time. 
  
  Kind regards, 
  
  ******* Jordan 
  Customer Loyalty Manager
  Rocket Travel Concierge 
  ************** (US & ******) 
  ************** (International)

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22610955
  
  I am rejecting this response because:
  There has still been to resolution to the **** credits owed to me at the end of the business week on this Friday. This booking took place April of 2024! It is January 2025 and no compensation has been made!
  
  Sincerely,
  
  *********** *******