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:11/19/2024

  Type:Order 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 rented a car using my points through Rocketmiles, but when I arrived at the rental counter, I was told I had to pay for the reservation. Despite showing my receipt proving the reservation was paid with points, I was still required to pay the full amount for the car rental.I immediately contacted Rocketmiles to report the issue, but they continue to refuse a refund, providing different excuses each time. I feel completely robbed, as I would never have redeemed my points if I had known the contract would not be honored.I filed a formal complaint with the Better Business Bureau against the car rental agency. The agency responded, explaining that the issue occurred because my reservation wasnt marked as pre-paid, which is why I was charged at the counter. I provided this proof to Rocketmiles, yet they continue to refuse my refund, citing vague terms and conditions.On one occasion, I had a manager from the rental agency on the phone ready to confirm the refund, but a Rocketmiles manager refused to take the call! Another time, a manager from AAdvantage joined a call with Rocketmiles and confirmed that if my reservation wasnt honored, I shouldnt have been charged, and my points should have been immediately returned.Its shocking that I have documented proof from the Better Business Bureau and confirmation from an AAdvantage manager, yet Rocketmiles has failed to resolve this matter. Rocketmiles stealing my points after I was forced to pay at the counter is not just unethicalits fraud. Lying about "terms and conditions" when the car rental agency has already clarified the issue is simply deceitful.

  Business Response

  Date: 11/25/2024

  Dear *****,
  Thank you so much for your valuable time and kind patience. We are happy to assist you. We have been diligently working to secure a refund for this reservation and sincerely understand the frustration this situation may have caused.
  As we have communicated previously, we have been transparent regarding the response received from the rental agency. While they may have informed you that they did not charge you for this reservation, they have also confirmed to us that the charge was made in accordance with the terms and conditions under which the reservation was created.
  Additionally, we would like to inform you that we have received a chargeback dispute from your bank. While we are committed to continuing to advocate with the rental agency on your behalf, we are unable to proceed further with this case until your bank has completed its investigation.
  We suggest continuing to work directly with your bank during their investigation process. Please know that we remain at your disposal for any further queries or assistance you may require.
  Kind regards,
  ********* *****
  Customer Loyalty Manager
  ******************** Concierge
  ************** (US & ******)
  ************** (International)

  Customer Answer

  Date: 11/29/2024

   
  Complaint: 22578191
  
  I am rejecting this response because:

  Please advise how a customer can pay for a service, arrive at the desk, and then be asked to pay again. What was the point of Rocketmiles taking my points and charging my card if I was never going to receive the service?

  
  According to the screenshot (which I have shown to Rocketmiles), Sixt has confirmed that my reservation was never pre-paid. This is clear proof that my contract was not honored. So why are you keeping my points?

  On top of that, you now want my hard-earned money as well? And youre stating that you cannot process the refund due to a bank chargeback?

  
  There has been no transparency in this process just a lot of questionable actions on Rocketmiles end, which I would highlight here :

  
  -Immediately after the attempted charge at the Sixt desk, I called Rocketmiles and explained the situation. They showed no concern and insisted that I would be charged anyway, and that I would need to have someone from Sixt approve the refund.

  
  - then I got someone from Sixt on the phone to approve the refund, but the Rocketmiles manager denied the call. Only to be told by email that they dont take refund approval by call, which they could have said when they denied the call instead the manager completely avoiding  it. 

  
  -Rocketmiles has continuously changed the reason for denying the refund each time I point out a false claim first citing cancellation,deposit, then no-show, no-refund policy, Sixt, and now a "bank investigation."

  
  This lack of consistency, along with the failure to honor the contract and refund my points, is unacceptable.
  

  I simply  refuse to be scammed by Rocketmiles and quite frankly no customer should go through this. Thats why I reporting this. If you guys are taking points and money from customers and claiming some false terms and conditions when they dont get the services they paid for then this is not right and a violation. 

   

   

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

  Business Response

  Date: 12/02/2024

  Dear *****,
  Thank you for your valuable time. We are happy to assist you and greatly appreciate the effort youve taken to address this matter.
  As we explained in our previous emails, the rental agency denied our initial refund request (please see the attached documentation). After you informed us that they approved a refund, we promptly re-escalated the matter to the agency to try again. Unfortunately, during this process, a bank dispute (chargeback) was filed on your end.
  Bank disputes are sensitive matters, often linked to compromised accounts or fraudulent activity. For security reasons, your bank prevents us from taking any further action on this reservation while their investigation is underway. We suggest you to keep working with your bank institution until they complete the ongoing investigation. We would be happy to work and retry our request again but we would only be able to proceed if you drop the bank dispute or after they complete the investigation.
  While we would like to continue advocating for you with the rental agency, we are unable to proceed until your bank has concluded its investigation.
  Please let us know if you have any further questions or require additional assistance.
  Kind regards,
  ********* *****
  Customer Loyalty Manager
  Rocket Travel Concierge
  ************** (US & ******)
  ************** (International)

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22578191
  
  I am rejecting this response because: I am rejecting your response because it continues to misrepresent the facts and shift accountability.
  First, the email you sent from **** stated that I was a "no-show," which does not make any sense. For over two months, I have explained in great detail how I went to the desk and was asked to pay, despite having already booked and paid in full.
  Second, I informed Rocket Miles that Sixt approved the refund within days of the incident, when I had them on the phone. Contrary to your claim, you did not promptly act on this information. Instead, you left me to fight for weeks until I finally received a BBB response from Sixt confirming what I had already explained. Even with this confirmation, you continue to offer excuses rather than solutions.
  How can you claim to be "advocating" for me when you have repeatedly changed the reasoning for denying the refund and disregarded the evidence Ive provided? This is not only infuriating but also deeply insulting.
  If I did not receive the service I paid for, then both my money and points must be refunded without delayfull stop. The issue lies with Rocket Miles, as your system failed to show my reservation as pre-paid.
  Furthermore, your suggestion that I should misrepresent the situation to my bank is both unethical and unacceptable. This essentially amounts to asking me to accept being robbed. I have already contacted my bank (which I have stated in emails to you that I will do) and  was more that willing to share all relevant correspondence as proof that I paid for a service that was never provided. From the beginning, Rocket Miles has made false promises  and shown no real intention to resolve this matter or act in good faith. This is  a clear breach of consumer rights.

  Rocketmiles has taken both my points and now trying  to take my money while claiming to be advocating for me, yet your actions demonstrate the opposite. 
  Had proper advocacy been done from the moment I reported this issue, it would have been resolved long ago. There is no justification for this delay or your failure to act appropriately. I demand an immediate resolution and confirmation of a full refundno further excuses or delays.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:11/03/2024

  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 reserved a hotel through ***************** who uses this company. My Dad had a stroke 3 days before the first day of the reservation. I went to the ***************** app and cancelled plane hotel and car. I called the hotel and verified that it was cancelled. This company said that it was a hotel policy not to refund the money (the hotel is Marriott). I called the hotel and was told that they do not charge or keep money for cancelled reservations. The Rocket company refuse to refund my money and insist on stealing it. I want the BBB to investigate and punish these low life thieves.

  Business Response

  Date: 11/08/2024

  Hello ****, 
  
  I hope this email finds you well. I am writing to address your complaint regarding the delay in processing your refund, as well as to clarify the steps taken regarding your case.
  
  I previously contacted you on 2nd October 2024 to inform you that we had successfully obtained the necessary approvals for your refund connected to your cancellation request. For your reference, I have attached a copy of that email.
  
  Unfortunately, it appears that, due to a delay in our system, you may not have received the refund within the initially communicated turnaround time of 7-14 business days. I understand that this has caused frustration, and I apologize for the inconvenience. However, I noticed that you did not follow up with us to express any continued concerns about the delayed refund.
  
  I also discovered that you initiated a chargeback with your financial institution regarding this transaction. Once a chargeback is filed, the refund process shifts to your bank, and as a third-party provider, I am unable to process the refund from my end. The chargeback status has been resolved in your favor, meaning the refund will be issued through your bank.
  
  I sincerely apologize for the challenges you faced during this process. I am dedicated to improving communication and ensuring a smoother experience for our customers. Your feedback is valuable, and I will take it into account as we work to enhance our services.
  
  If you have any further questions or need assistance, please feel free to reach out directly to your financial institution for clarification regarding the chargeback process and the expected timing of the funds.
  
  Thank you for your understanding during this difficult time.
  
  Kind regards, 
  Ain
  Manager
  Rocket Travel Concierge
  ************** (US & ******)
  ************** (International)

• Initial Complaint

  Date:10/31/2024

  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 through Rocket Travel for one night on October 19 and checked out on October 20. Rocket Travel charged me $309.44. However, upon checking out, I received the final receipt from the hotel, which stated that my room charge was $229.84, tax included.I called Rocket Travel to resolve this issue, and they informed me that the amount shown on the hotels final receipt is the wholesale rate. They apologized for the situation but said that nothing could be done on their end. They did not explain the reason for the $81.80 overcharge. I would like to request a refund for the difference that Rocket Travel charged me.Payment Details (including tax)Paid: $309.44 to Rocket Travel Original room charge: $227.64 Difference: $81.80 (overcharged)

  Business Response

  Date: 11/05/2024

  Hello Dahee, 
  
  I would like to address regarding the price discrepancy for your recent hotel booking with our platform (Booking ID ********* ********************).
  
  I understand your frustration with the difference between the room rate you were charged ($309.44) and the rate the hotel disclosed to you ($227.64). As an online travel platform, I want to provide you with a detailed explanation of how our pricing structure works, and why the rate you were charged may differ from the hotel's contract rate with us.
  
  As an online third-party booking platform, we have a special contracted rates with hotels. These contracted rates allow us to get commission for advertising the rooms, while at the same time we could offer our customers additional benefits, such as discounts, miles or loyalty points after their check out date.
  
  The rate you were charged is the price agreed upon prior to making the booking, which may be higher or lower than the hotel's direct booking rate at the time of the booking. This is a standard practice in the online travel industry, as it enables us to provide a variety of services and benefits to our customers. 
  
  I understand your frustration with the price difference, and I want to be transparent about our policies. However, I am unable to provide a refund for the discrepancy, as this is how our business model operates. By booking through our platform, you agreed to the rate you were charged at the time of the booking and these rates are disclosed to you prior.
  
  I hope this helped to clarify the reasoning behind our pricing and policies. If you have any further questions or concerns, please do not hesitate to reach out to me directly by replying to the email that I sent to you directly.
  
  Kind regards, 
  Ain
  Manager
  Rocket Travel Bookings Concierge 
   (International) 
  *************** (US Toll Free)

• Initial Complaint

  Date:10/29/2024

  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.

  I booked a hotel in *******, ** for work travel via AAdvantage Hotels, which is Rocket Travel. When Hurricane ****** was headed for *******, I requested that my reservation be cancelled or the dates moved as my travel plans had to be delayed for safety reasons. For a few weeks now, I've been going back and forth with Rocket and the hotel, including them both in the email together - as they were both blaming the inability to provide a change/cancellation on the other entity's policies. The hotel agreed to cancel or change my reservation without penalty, in light of the hurricane. Rocket Travel, however, continued to provide ************ script replies to my email stating it's only fair to stay consistent and deny my request. From Oct 4-Oct 21, I received no assistance, until I gave them advanced notice that I was now left to submit a BBB complaint, ****** Review, etc. A Customer Loyalty Manager, ********* *****, emailed me and stated he was going to reengage with leadership to escalate the request. He stated it should be taken care of in 3-5 business days. I replied thanking him, then again to check in on the request with no response. It's now been 8 days, (6 business days) since I received his email, with two follow up emails ignored. A company should have policies and avoid those trying to get out of the agreement for convenience or buyer's remorse, but to strong arm a guest into a reservation during a Cat 5 hurricane is unacceptable. I've now been on the phone trying to follow up with Rocket for the past 21 minutes with no success and no sign of Mr. ******

  Customer Answer

  Date: 10/30/2024

  
  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. Only after advising that a BBB complaint had been filed did they act swiftly and refund the full reservation amount. 
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:10/28/2024

  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.

  My company **********, LLC booked 3 standard rooms at the Holiday Inn Express *************** for 1 night, Oct 7-8, 2024, through the ***************** web portal, operated by Rocket Travel, Inc. The booking was made an confirmed on Oct 3, 2024, for a total of $907.89. We have used the ** platform many times before with no issues. Upon arriving to the hotel the evening of Oct 7 after a long day of travel and work, the hotel staff told me that RT only made a reservation for a single room, and that I would need to talk to them about amending the reservation. I spent the next nearly 3 hours on the phone with RT customer service, who eventually admitted they could confirm the booking error and would contact the hotel to correct the reservation. However, after multiple conversations with the hotel staff and multiple, difficult calls with RT, during which I was transferred, put on hold, and had my connection dropped numerous times, requiring me to call back and go through many steps again, it was becoming clear that RT was not capable of correcting the reservation. Furthermore, the hotel staff notified me the number of available rooms was almost down to none, and I was getting increasingly concerned for my employees who were being made to wait for accommodations after a very long day. I asked the hotel staff if I could just book new rooms directly through them to ensure they did not run out of rooms. After some back and forth with their manager, the hotel staff confirmed, and said they would refund the incorrect booking to RT. I made a final call to RT customer service to inform them of my plans, as they were still unable to provide the rooms, and I was told they would initiate the cancellation and refund process on there end. After several email follow *** since then, ** has denied my request for a refund, despite never delivering the service I paid them for. In full disclosure, I have also initiated a charge dispute with my credit card provider, *********  

  Business Response

  Date: 11/05/2024

  Hi *******,
  Thank you very much for your time and patience. Were happy to assist you. We received your previous email regarding the hotel not fulfilling your group reservation, and we escalated this matter with the hotel. However, we were unable to obtain approval for your request.
  Additionally, due to a dispute filed with your bank (chargeback dispute), our team is currently unable to continue working on this request until your bank completes its investigation. In this situation, please follow up with your bank for updates until their investigation is resolved.
  Kind regards,
  AAdvantage Hotels Concierge
  Loyalty Manager
  ********* *.
  ************** (US & ******)
  ************** (US Toll-Free)

  Customer Answer

  Date: 11/06/2024

  
  Complaint: 22484125
  
  I appreciate the response that has been provided, but seeing as a refund has not yet been approved, I cannot mark the complaint as resolved. While I would certainly hope the hotel works with Rocket Travel/AAdvantage Hotels to return their funds, that seems immaterial to my own refund. My transaction was not between me and the hotel. It was between me and RT/AH, and they failed to provide the service I paid for or a resolution to that lack of service.

  If they are unable to further address this complaint while ******** is investigating my charge dispute, then I would request that this complaint remaining open until that dispute has been resolved.

  Thank you.

  Business Response

  Date: 11/12/2024

  Hi *******,
  Thank you very much for your valuable time. We are pleased to work on your behalf and understand your concern about continuing to address your request while your bank completes its investigation. We are certainly willing to work with your bank and provide all necessary support for their investigation. However, we are unable to proceed with any action that may conflict with your bank's investigation. Once your bank concludes its investigation, we will be able to reopen your case. In the meantime, we remain at your bank's disposal for any questions or requests they may have.
  Kind regards,
  AAdvantage Hotels Concierge
  ************** (US & ******)
  ************** (US Toll Free)

• Initial Complaint

  Date:10/24/2024

  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.

  Upon arriving to the *********** in *********** on 10/11/24, I was informed by the front desk I was reserved a smoking room at the hotel by my travel company, *********. I showed the clerk my reservation confirmation which showed I reserved a king bed non-smoking room. The front desk advised since the hotel was completely booked there was nothing I could do and since the last day for a refund was 10/1/24 I could attempt to call customer service for ********** which I immediately did. After advising the customer service agent for ********* on the phone that I was allergic to large amounts of smoke he informed me he would attempt to rectify the problem. He called the front desk of the *********** while I was standing there and they advised him the same thing that there was nothing they could do. The *** then told me on the phone he would get back to me in ***** hrs. which didnt help me since I was only staying there for ******************************************************************************** up to 72 hours. I went 6 days without hearing anything until I called CSR again at which time I spoke to a supervisor who also did nothing while I was on the phone for 3 hours. She informed me that she would personally contact me back in 72 hours or less. I never received a call back so I sent an email demanding a call at which time I got a call back stating they would refund me $122.55 without an explanation of why that amount. I demanded to speak with a superior which they refused. I demanded an explanation on the refund amount which they also could give no reasoning.

  Business Response

  Date: 11/05/2024

  Dear *******,

  I hope this email finds you well. I'm writing to provide an update regarding the complaint you filed with the Better Business Bureau (BBB) related to your booking experience with us.
  
  Firstly, I would like to sincerely apologize for the issues you encountered regarding the room type mismatch during your recent stay. We understand how important it is for our guests to receive the accommodations they expect, and we appreciate your patience as we worked to find a resolution.
  
  Im pleased to inform you that we have addressed your concerns and have issued a refund of $200 to your original payment method as a goodwill gesture for the inconvenience you experienced. This refund has been processed and should appear in your account within 7 to 14 working days, depending on your bank's policies.
  
  We value your feedback and take these matters seriously, as they help us improve our services. Thank you for bringing your experience to our attention, and for allowing us the opportunity to resolve it. We genuinely appreciate your understanding and hope this resolution meets your expectations.
  
  If you have any further questions or require additional assistance, please do not hesitate to contact us directly.
  
  Thank you for your understanding, and we hope to serve you better in the future.
  

  Kind regards, 
  Ain
  Manager
  Rocket Travel Concierge
  ************** (US & ******) 
  ************** (US Toll Free)

• Initial Complaint

  Date:10/21/2024

  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 booked through Rockemiles a $575 a night luxury Honeymoon suite with pool in ******. The hotel had no luxury rooms nor a pool and they were paid $250 per night for a standard room. It took literally days of calling to get a manager on the phone at Rocketmiles, they are giving me week two of the run around, while they "investigate". They acknowledge the hotel did not have a pool. They are still advertising the hotel with all the lies and the ridiculously overstated prices. I provided photos and video of all complaints.

  Business Response

  Date: 10/29/2024

  Hello *****, 
  
  I wanted to address regarding the issues you experienced during your recent stay at ****** Utopia Ermou. I completely understand how disappointing it must have been to have your expectations unmet, and I sincerely apologize for the inconvenience.
  
  Despite our continuous efforts, our booking partner and the hotel have not yet provided us with a resolution. I understand that, as our valued customer, you booked with us based on the information we provided on our listing. We strive to present accurate details, but I regret that the offered amenities and room type fell short of what was promised.
  
  To avoid any further delays and to acknowledge the negative impact these issues had on your last three nights of vacation, I would like to offer you a courtesy refund of $250. I find it unacceptable that this discrepancy marred what should have been a happy experience.
  
  Regarding your concerns about our rate being higher than what was disclosed to you by the hotel, I want to clarify that we cannot refund or price match the rate you paid to us compared to what the hotel shared with you. The hotels decision to disclose our contract rate to you is unfortunate and against our standard practices. Our pricing reflects the added benefits we provide, including the ability to earn loyalty points after your stay. In your case, you received ****** United MileagePlus miles, which we hope adds value to your future travels.
  
  The refund of $250 will be processed to your card ending in 2451. Please let me know if you accept this offer by replying to the email that I sent to you directly, and I will expedite the processing for you.
  
  Thank you for your patience as we work through this issue. 
  
  Kind regards, 
  Ain
  Manager
  Rocketmiles Concierge 
  *************** (International) 
  ************** (US & ******)

• Initial Complaint

  Date:10/16/2024

  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.

  In early August I booked hotel room with Rocket Travel , AKA RTIAdvantage, for seven nights at ***************** in **************** ********. Beginning on Aug.20 through the 27th. when I arrived at the hotel late their office was closed so I waited until the office opened in the morning .I checked in and received a key which would not open the door . I returned to the office and the manager came to open the door, looked inside and said she didn't have a room so she would agree to a refund that I would have to get from RocketTravel. when I contacted RocketTravel they said they were sending a refund and did I receive it. I had not and they assured me they would be sure it was sent. with no response I called back to be told the hotel claimed I stayed there, which I absolutely did not ? according to ******** Rocket claims this 385 dollars is non refundable but since they didn't actually book the hotel room or secure it for my use It amounts to theft!  

  Business Response

  Date: 10/29/2024

  Dear ******,

  Thank you for your patience as we continue to address your complaint posted with the Better Business Bureau (BBB) regarding your recent hotel booking experience.
  
  To summarize the current situation based on our ongoing discussion via email separately:
  
  - You arrived at the hotel late and found the office closed. You waited until it opened in the morning to check in, at which point you were given a key that did not work.

  - The manager, you identified as a middle-aged Black lady, assisted you by opening the door and informing you that there was no available room. She agreed to issue a refund that you would need to request from us.

  - In response to your claim, we have previously contacted the hotel, which they provided information indicating that you did stay at their hotel in room 207 thus the reason your refund was denied. 

  - You have stated that you did not occupy any room at the hotel and suspect that completing the paperwork may have contributed to the hotels claim that you stayed.

  - This discrepancy between your account and what the hotel communicated requires further investigation.
  
  Based on these findings so far, I will need an additional 3 to 5 working days to allow the hotel to recheck their records and respond to us. As of now, we have not received any new updates, so we appreciate your understanding as we take the necessary time to resolve this matter thoroughly.
  
  I will keep you updated directly via email with any progress or findings related to your case.
  
  Thank you for your attention and cooperation.

  Kind regards, 
  Ain
  Manager
  Rocket Travel Concierge
  ************** (US & ******)
  ************** (International)

• Initial Complaint

  Date:10/15/2024

  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.

  date: October 15th price i paid: $9333 I booked a reservation says there are 4 guests and they only allowed 1 person name on reservation when I was booking. Then in order to get the ***** the embassy asked for other persons names. In order to make sure they have hotel to stay and embassy able to give them ***** I called the hotel, they said rocket travel is able to add 2 names, it is not a big deal. then I emailed rocket travel(they don't put phone number on website), they said they can't add names, they want me to cancel the reservation and rebook it. here comes 2 problems,1. the price goes up $700+ more 2. there are no place I can put 2nd and 3rd persons information. what is the point of rebooking? to pay the business $700 more and still can't get my issues resolve? when I called them(they have number in email) they said it is booking from third party (no s*** I booked from you guys!) so they have no right to change it? this is such a nonsense. and then I told them the property said they are able to change it. they told me they have to email to relevant team to ask the hotel if they can add 2 names. I asked them for the phone number of their "relevant team", and they kept me waiting and pretending to be disconnected. and they said it is a internal information they can't give it to me. They tried to scam me for $700 more that asked me to cancel my reservation. they are not try to resolve any issue even it just a simple problem. they keep on spamming helpless information such as your reservation is refundable and we can send email to relevant team. I told them "fine, send email to relevant team and reply my email that you actually email to relevant team" as a record for myself. and then they do not answer the question and kept on saying you can rebook the reservation and put the names. I told her there is no place I can put the additional guests. In the end they hang up suddenly so this lady doesn't have to do her job wasting my time and f*** my trip up.

  Business Response

  Date: 10/18/2024

  Dear *****,
  Thank you so much for your valuable time and patience. We are happy to assist you and appreciate your feedbackyour comments help us improve. We have verified your reservation in our system and regret to inform you that reservations can only be made under one name. Unfortunately, we are unable to include multiple names on the reservation itself.
  While we can reserve a room for more than one guest, we are unable to apply each guests name to the booking. However, we can request that the hotel add the additional guests to their system as part of a note or special request, though this will not change the reservation itself.
  If you need to change the name currently on the reservation, you will need to cancel and rebook. Please note, this booking is 100% refundable if canceled by 1:59 AM local time on October 25, 2024. After this time, the booking becomes non-refundable and cannot be changed or canceled, as permitted by law.
  We hope this information clarifies the situation, and we remain at your disposal for any further questions or concerns you may have.
  Kind regards,
  ********* *****
  Customer Loyalty Manager
  ******************** Concierge
  ************** (US & ******)
  ************** (International)

• Initial Complaint

  Date:10/15/2024

  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 have tried for the past 7 days to get a refund back because I could not travel due to Hurricane ******. This company does not care about its customers. They all tell you the same thing. That you will receive an email within ***** hours and you never get an email back. They put you on hold for 2 hour periods. Its ridiculous the disrespect.

  Business Response

  Date: 11/04/2024

  Hello Adria,

  
  I am truly sorry to hear that you couldn't use your reservation and for the difficulties you encountered in receiving a refund.
  Upon checking, I can confirm that the refund was processed on October 20, 2024. You should have already received it in your account.
  Please feel free to reach out if you have any other questions or need further assistance.
  Kind regards,
  
  ***** *******
  Customer Loyalty Manager
  ******************** Concierge
  ************** (US & ******)
  ************** (International)