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:10/14/2024

  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.

  On Father's Day weekend, flights were delayed due to the storm in *****. After a lengthy delay in the airport, I finally arrived in ******* at the Easirent desk when they were closing. After waiting for my turn at the counter to get a car and giving my reservation number, ID, and insurance card; the representative told me that my rental was for tomorrow. I explained that I was in the airport all day and would like a car to go to my hotel, I could not sleep in the airport and would like my reservation cancelled and I would get a car from another vendor. He said they would cancel my reservation. Then I receive notification that my reservation is non-cancellable after I rented a car from another vendor. I contacted American to inquire about the scam since I paid for miles upfront that now I could not use, and they were keeping my money after I was told that my reservation would be cancelled.

  Business Response

  Date: 10/15/2024

  Dear Cherry,
  Thank you so much for your valuable time and kind patience. We appreciate your comments as your feedback helps us improve. We have reviewed your case, and we offer our deepest apologies for the inconvenience you have faced in this situation. We understand you arrived on a different date than the scheduled pick-up date and time. However, please note that not showing up on the scheduled date and time constitutes a breach of the terms and conditions of this reservation.
  We sincerely apologize for any confusion regarding this matter. In our eagerness to assist, we contacted the rental agency/central reservation office to request a refund on your behalf. Despite our efforts, they have denied the refund request.
  Please understand that they are enforcing the non-refundable/non-amendable policy you agreed to and signed when completing your booking. We are truly sorry that this resolution does not seem favorable to you, but we remain at your disposal for any further queries you may have.
  Kind regards,
  ********* *****
  Customer Loyalty Manager
  ******************** Concierge
  ************** (US & ******)
  ************** (International)

  Customer Answer

  Date: 10/15/2024

   
  Complaint: 22395014
  
  I am rejecting this response because: the clerks at the Ez rental desk assured me that my refund will be placed back into my ***************** loyalty account.  If you can't trust the vendors in front of you, how can you trust the vendors you can't see. I took the rental car people's word that represents the ***************** loyalty program and rented a car from another vendor so I didn't have to sleep in the airport overnight.
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 10/18/2024

  Hi CHERRY,
  
  We received your request to cancel your reservation  739581898 *************** Sentra or similar at Easirent. Although within penalty, we are happy to report that a full refund was approved. 
  
   We processed the refund for both the miles/points today. Note that it may take a few days for you to be able to see the miles/points in your reward account. 
  
  We're sorry you won't be traveling with us at this time, but we hope you'll come back to us for future car needs.
  
  Kind regards,
  
  AAdvantage Car Concierge
  ************** (US & ******)
  ************** (US Toll Free)

  Customer Answer

  Date: 10/21/2024

   
  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. Thank you for your time and efforts in assisting with this issue.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:10/08/2024

  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 made Hotel reservation with AAdvantage Hotels through my AAdvantage account and my hotel reservation was booked through Rocket Travel and got confirmation on July 11th,2024. The amount that was spent was $285.23 for two nights. I cancelled the hotel reservation through AAdvantage hotel page on July ******* and got confirmation that my hotel reservation got successfully cancelled without any cancelation charges and got confirmation that $285.23 will be refunded. However I noticed that I didn't see the refund amount to my bank (Credit card bank) and I reached out my credit card company on July ******* to check on the refund amount and my credit card company tried many times to reach Rocket Travels to get the refund amount and finally my credit bank sent me letter stating that Rocket Travel never responded to the enquires from the Credit card bank and my credit card bank told me they cannot pursue further because of no response from Rocket Travel. I contacted Rocket Travel and their customer service told me that they cannot help with my cancellation and kept on repeating same words. I do have confirmation of cancellation receipt showing cancellation of my hotel stay and also i do have letter from my credit card company stating that Rocket Travel unable to respond to the queries.

  Business Response

  Date: 10/10/2024

  Dear *******,
  Thank you so much for reaching out to us. We are happy to assist you and offer our deepest apologies for the inconvenience you have experienced.
  We have escalated your situation to our specialist team to confirm the status of your refund. Upon review, we found that a chargeback dispute was initiated by your banking institution. We understand how important it is for you to have this refund credited to your account.
  We are happy to inform you that our specialist team has provided us with the tracking number (ARN) for your refund. Please contact your bank and provide them with the following ARN: 74204294278001924883086. This number will help them locate your refund within their system.
  We hope this information proves helpful, and we remain at your disposal for any further queries you may have.
  Kind regards,
  ********* *****
  Customer Loyalty Manager
  ******************** Concierge
  ************** (US & ******)
  ************** (International)

  Customer Answer

  Date: 10/15/2024

   
  Complaint: 22398141
  
  I am rejecting this response because:

  I contacted my credit card bank and provided the information given by Rocket hotel and told me they couldn't locate the refund.

  I want Rocket hotels to provide me the ***'s to the following Hotel reservations. I cancelled all my hotel reservations (all together 5 seperate reservations) and I got refunded 4 hotel cancellations and only 1 cancellation refund is the issue here.

  These are the hotel cancellations (other than the reported) Confirmation numbers :

  1. cancellation Confirmation Number : 763486282

  2. cancellation Confirmation Number : 758376086

  3. cancellation Confirmation Number : 758369390

  4. cancellation Confirmation Number : 758150758

  Please provide me the *** numbers to the above hotel cancellations and I can cross check with credit card bank
  
  Sincerely,
  
  ************* *******

  Business Response

  Date: 10/21/2024

  Dear *************,
  Thank you for your valuable time and kind patience. We are happy to assist you and have been working on your previous request. We have tracked all the reservations you shared with us and found that each has been successfully refunded.
  Please note that you can track the **** with your bank using the following information:
  **** ***********************
  **** ***********************
  **** ***********************
  **** ***********************
  We hope this information is helpful, and we remain at your disposal for any further queries you may have.
  Kind regards,
  ********* *****
  Customer Loyalty Manager
  ******************** Concierge
  ************** (US & ******)
  ************** (International)

• Initial Complaint

  Date:10/08/2024

  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 booked a hotel reservation for the ****** in ********* through Rocket travel and Southwest Rapids Rewards. I paid $1852.76 and ******* reward points. A week later, I found a better rate on another hotel on their site and cancelled to rebook with the new hotel. Upon cancellation, my miles were never returned. It has been a week with no response from rocket, and also the site is not allowing me to rebook a new hotel. So now I dont have my miles, and I cannot rebook. I called customer service and was told I just need to keep trying for days and they have no way to assist. They also could not assist in making sure my points are refunded. As of now Im missing 300k points and demand a refund of them. You can see on my statement from the card, the points were deducted and never refunded.

  Business Response

  Date: 10/11/2024

  Hi Andreas,
  Thank you so much for your valuable time and patience. We are happy to assist you. We have contacted our tech team to review the issue with your account. They have identified that all reservations were canceled due to the same error. They recommend clearing your browser history (deleting cookies and cache) or trying a different browser before making a new attempt. We verified also with our account specialist and they reconfirmed your account has no any type of issue or flag. 
  We also checked with our finance team, and they confirmed that all charges have been immediately reversed to your account. Please keep in mind that any failed booking will result in a refund; however, depending on your bank, it may take up to 72 hours for the reversal to reflect in your account.
  We also escalated this situation with our rewards department and since these transactions did not go trough they will be reversing the miles transactions also. We reassure you that you will not be responsible for any charge on bookings that were not confirmed. 
  Kind regards,
  Cristofer Lopez
  Customer Loyalty Manager
  Rocket Travel Concierge
  (855) 355-7625 (US & Canada)
  (773) 257-7680 (International)
  
  

  Customer Answer

  Date: 10/14/2024

   
  
  Complaint: 22396972
  
  
  
  I am rejecting this response because: As the rapid rewards partner, and the only place we can spend our points to book hotels, the site has not allowed a booking to be completed for over 10 days.  The refund of the cancellation has occurred, and upon calling several times, the out of country customer service has responded the same generic response as you see above.  When I spoke to one person, he said its a technical issue and they have no resolution, and no way for me to book using our points.  As of right now, my trip planned for Nov 1-11th cannot be booked, I have tried several devices, hotels, clearing caches, and more and the site responds with their is an error upon booking on their end.  All hotels have shown availability, but you CANNOT book one!  This is a scam, and the reason why I have my card and use it for points is to use them here!
  
  
  
  Sincerely,
  
  
  
  Andy Siradakis

  Business Response

  Date: 10/15/2024

  Hi Andreas,
  Please note this is not a generic or automated response. These are the findings from when we escalated this situation to our technicians. As mentioned, our system shows that your account is completely clear, with no restrictions or flags affecting it. We verified the error in your transaction, and since the reservations did not go through, you were fully refunded for each attempt.
  We have noticed that the error occurs when our system tries to deduct the miles from your account to complete your booking. In addition to the troubleshooting steps, we suggest contacting your rewards program to verify that there are no flags or restrictions on your account with them.
  Kind regards,
  Cristofer Lopez
  Customer Loyalty Manager
  Rocket Travel Concierge
  (855) 355-7625 (US & Canada)
  (773) 257-7680 (International)

  Customer Answer

  Date: 10/16/2024

   
  
  Complaint: 22396972
  
  
  
  I am rejecting this response because: For the 10th time, the error occurs on your website whenever attempting to book a hotel room.  Our previous reservation was cancelled successfully as previously stated.  Upon rebooking, your website errors out every time.  I have records of calling 3 times, and getting the exact response above with zero resolution.  As I have said I have tried 6 devices, cleared caches, tried every browser and all have the same error.  Upon calling Southwest direct, they investigated my account and it has no issue.  They do not operate Rocket travel and said the issue would be with your service.  I attempted to book a standard room yesterday with the same error, see attached.  We have now lost our previous reservation because we cancelled to rebook, and your site will not allow us to rebook and our trip is planned for the 1st.  I called to ask if they could book the reservation I see available online, and they said they cannot.  They continue to obviously provide me with a recited answer of clearing my cache.  This is not a cache issue, this is a Rocket travel issue that is preventing me the use of my award points that took years to accrue!  I simply want to book a hotel room today for our trip.
  
  
  
  Sincerely,
  
  
  
  Andy Siradakis

• Initial Complaint

  Date:09/24/2024

  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.

  I had booked a 2 night ( Aug *****th) hotel stay @ the ********* ****** but was forced to cancel due to flight delays and cancellations. The **************** team initially agreed to the cancellation and stated that they are working on the refund of $279. When I followed up with them on my return home on Sep 15th* I got an entirely different response basically stating that I was out of luck and no refund will be issued as the hotel has decided to enforce the cancellation policy ( This was not true !!) After posting a negative review on BBB* finally Ain* a Manager with Rocket Travel Concierge reached out to me stating that he will work with me to a proper resolution. >>>>>>>>>>Hello ******** I hope this message finds you well. My name is Ain* and I am the manager taking over your case regarding the cancellation of your reservation ID ********* ********************* .I understand that your cancellation was related to a flight cancellation* and I want to assure you that I will personally review your situation again.Ain Manager Rocket Travel Concierge >>>>>my friend in ****** was able to personally go to the Radisson and spoke with the ************ Manager to confirm that they cancelled the reservation without any penalty and have not received any payment from *****/Rocket Travel. I forwarded the email from the Manager ( below) confirming the same and formally requested a refund of my $279 I have not gotten any response so far and have lost all hope that they will respond back or provide me with the refund. >>>>>>>>>>>>>>>>Dear ******* Thank you for reaching us again following the same ********* what I clarify with Mr ******* upon his coming to the hotel* no show only applied to the booking based on the booking policy and the remaining night is hold under Agoda. Likewise* I have informed that the money hold is from Agoda side as there are the party that you paid for and not the hotel directly. **** NORUDDIN (MR) * Duty Manager **************

  Business Response

  Date: 09/26/2024

  Dear *******,

  I wanted to take the time to respond to the feedback you have shared on BBB regarding your recent experience. I understand your frustration, and I want to assure you that we have been transparent throughout the process and have done our best to advocate on your behalf.

  As I mentioned in my direct email to you, we followed the hotel's policy and decision regarding your no-show booking. We have been in direct communication with the hotel, and I have provided you with the relevant email correspondence to demonstrate this.

  Firstly, I have attached the initial email we received from the hotel on August 26th, in which they denied any fee waiver for your cancellation. We had informed you about this decision, but you mentioned that your friend had been told otherwise by the hotel including the fact that hotel said they did not receive any payment from us.
  
  I then personally followed up with the hotel directly by phone and spoke to a staff member . During this call, I was informed that your booking was cancelled as a no-show, and no refund was being provided. Hotel asked me to send an email as I was disputing their decision by explaining the reason for your cancellation, as well as the information you had received from your friend.
  
  I understand that the information provided by the hotel to your friend was inconsistent with the decision they communicated to us. However, based on the documentation I have gathered, it is clear that the hotel received payment of this booking and they have the right to charge the full booking value due to the no-show cancellation thus the reason we need their approval first in order to refund you.
  
  While I understand that you may not have believed our initial response, I want to reiterate that we have been transparent and have tried our best to negotiate with the hotel on your behalf. However, as a gesture of goodwill and to ensure your satisfaction, I have decided to refund the full booking amount to you, even though the hotel is only willing to waive the first night's penalty. This decision reflects our commitment to providing you with a positive resolution and acknowledging your concerns.

  Please be assured that the full refund has been processed, and it will take 7 to ************************************************ your account. If you have any further questions or concerns, I encourage you to reply to my email, as I have been in direct communication with you throughout this process.
  
  I hope this helps to address the issues you have raised and demonstrates our dedication to customer service. We value your trust and appreciate your feedback, as it helps us to improve our processes and better serve our customers.

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

  Customer Answer

  Date: 10/01/2024

   
  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.  Furthermore I would like to convey my thanks to Mr *** for his diligent efforts to fully understand the situation at hand and do the right thing by the customer.

  I plan to use ******************** Miles for my future travels with the hope that People like Mr *** will be there to assist Customers in need.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:09/11/2024

  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 made reservations with Rocketmiles for 2 rooms at ******************** in *************, ** for July 26-July 29, I cancelled both reservations do to illness. Rocketmiles refunded the first reservation but not the second one. Rocketmiles told me that the Hotel would not allow a refund on the second stay with not explanation as to why. I called the Hotel and they informed me that Rocketmiles never sent in a reservation for a second room so they did not receive any money from Rocketmiles to refund. As I see this, Rocketmiles billed me $399 for a room they never reserved and is now refusing to give me my money back. I have had multiple calls and e-mails with them and they keep telling me that they will get back to me with and answer but they never call me back. When ever I call Rocketmiles I get some random person on the phone who has not idea what is going on and as always, promise to look in to it and get back to me.

  Business Response

  Date: 09/24/2024

  Hello ******,

  Thank you for your valuable time and kind patience. We have escalated this situation to our specialized department and reached out to the hotel to request a refund on your behalf. The front desk informed us that refunds are not permitted on prepaid reservations; however, they were unable to locate the second reservation.

  We have initiated a thorough investigation into all the circumstances surrounding this issue. Our central reservations office is reviewing the matter to determine if the hotel charged for the reservation. Based on the outcome, we may be able to process a refund.

  We kindly ask for 3-5 business days to complete this investigation, and you will receive our resolution via email. We greatly appreciate your cooperation and patience. Should you have any further questions, we remain at your disposal.

  Kind regards,
  ********* *****
  Customer Loyalty Manager
  ******************** Concierge
  ************** (US & ******)
  ************** (International)

• Initial Complaint

  Date:09/09/2024

  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 had a hotel reservation for May *****, 2024. Due to flight delays I was not able to make it to the destination city on May 24 and had to modify my my hotel reservation. Rocket Travel's agent, with the hotel manager's agreement, advised canceling the entire four-night reservation and guaranteed a refund, rather than keeping the original booking for the remaining three nights. Following their direction, I made a new three-night reservation for May *****. It has now been over three months since the cancellation, and despite numerous follow-ups, providing flight delay documentation, and confirming the hotel's approval of the cancellation, Rocket Travel has failed to process my refund. They have cited delays from their reservation partners and *******, but the hotel confirms they've responded to all inquiries. Had I not followed Rocket Travel's advice, I would have only lost money for one night instead of four. As I made the new reservation based on their explicit direction and refund guarantee, I am entitled to a full refund for the original order. Rocket Travel's failure to honor their commitment has caused significant financial loss and stress. I am seeking BBB's assistance to expedite this refund process and ensure fair treatment as a consumer.

  Business Response

  Date: 09/18/2024

  Dear ****** ***,

  We hope this message finds you well. We completely understand how frustrating it must have been for your flight to be delayed, preventing you from using your reservation as planned. Please know that we empathize with the inconvenience youve experienced.

  As the hotel department, we are required to follow specific policies. Unfortunately, since your booking was made under a nonrefundable cancellation policy, we must adhere to this agreement with our hotel partners, who have also denied the refund request. As a result, we are unable to accommodate your request in this instance. However, we encourage you to contact your airline to explore the possibility of a refund, as their delay prevented you from using your hotel stay.
  We understand that this matter was also disputed through your bank, and after a thorough review, it was determined that the hotel acted within its rights regarding this decision.

  We sincerely regret that this outcome is not what you were hoping for, and we truly wish we could assist further. Your understanding in this matter is greatly appreciated.

  .
  Kind regards,
  ********* *****
  Customer Loyalty Manager
  ******************** Concierge
  ************** (US & ******)
  ************** (International)

  Customer Answer

  Date: 09/20/2024

   
  Complaint: 22262950
  
  I am rejecting this response because: The statement from Rocket Travel was incorrect. I spoke with the hotel manager on June 18, 2024, and he confirmed that they had accepted the cancellation request and never received the payment from Rocket Travel or their booking partner Expedia. 
  
  Sincerely,
  
  ****** ***

  Business Response

  Date: 10/02/2024

  Dear ****** ***,

  
  Thank you so much for your response. We are happy to assist you. Please allow us 3-5 business days while we re-escalate this situation with our central reservation office. Since we have received their response, we assure you that we will be working hard to achieve the best resolution possible for you.

  
  Kind regards,
  ********* *****
  Customer Loyalty Manager
  ******************** Concierge
  ************** (US & ******)
  ************** (International)

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 22262950
  
  I am rejecting this response because: My complaint has not yet been resolved. Rocket Travel has requested additional time (3-5 business days) to provide a resolution
  
  Sincerely,
  
  ****** ***

  Business Response

  Date: 10/14/2024

  Hi Qiuyan,
  Thank you so much for your valuable time and kind patience. We are happy to assist you. We understand that this situation may be frustrating. While we acknowledge that a flight delay is beyond your control, please keep in mind that the strict non-refundable/non-amendable policy does not allow us to guarantee a refund in this situation, as the delay is also outside of our control.
  Rest assured, we are still working on your request and will continue to do our best to secure the best possible resolution for you.
  Kind regards,
  ********* *****
  Customer Loyalty Manager
  ******************** Concierge
  ************** (US & ******)
  ************** (International)

  Customer Answer

  Date: 10/14/2024

   
  Complaint: 22262950
  
  I am rejecting this response because: The Rocket Travel is still working on my request and find the resolution. 
  
  Sincerely,
  
  ****** ***

  Business Response

  Date: 10/18/2024

  Hi Qiuyan,
  Thank you so much for contacting us. We are happy to assist you. We have re-escalated this situation with our management team and followed up with the hotel/central reservation office. We are pleased to inform you that a full refund has been authorized. We hope this resolution is satisfactory for you, and we remain at your disposal for any further queries you may have.
  Please note, while we process the refund immediately, it may take up to 14 business days for your bank to reflect the funds back into your account, depending on your bank institution.
  Kind regards,
  ********* *****
  Customer Loyalty Manager
  ******************** Concierge
  ************** (US & ******)
  ************** (International)
  
  

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22262950
  
  I am rejecting this response because: Thank you so much for working on the resolution and agreeing to issue a refund. I will accept the resolution once I receive the refund. 
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:09/08/2024

  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.

  On 8/14/24 I booked a flight to **********, ** with ****************** Immediately after purchasing the flight online, an offer from AAdvantage Hotels (owned by Rocket Travel, Inc.) for a hotel at the "*******************************". I clicked on the offer and purchased a night at the hotel, assuming it was in **********, *************, as I had just booked a flight there. Almost immediately after booking the hotel, I find out the hotel is in *************. I immediately canceled the hotel, but they will not give me a refund; stating that they have a "no refund" policy. I believe this to be very "shady" and very misleading. I can see this happening often to others. I questioned the company why they would have an offer for a hotel in ************* with the name "Manchester" in it popping up when I just bought a ticket to **********, *************. The company did not have a good response to this. I don't want to see this happening to others, and I am out $152 dollars. I am not sure it anything can be done about this or not. My "Reference code" is *********. My hotel reservation is for the night of 9/9/24. I appreciate your time with this matter.

  Business Response

  Date: 09/09/2024

  Dear ******,
  
  Thank you so much for your valuable time and kind patience. We are happy to assist you. We have reviewed your previous emails and contacted the hotel to dispute a refund on your behalf. Unfortunately, they have decided to enforce their strict non-refundable/non-amendable policy and are not willing to approve any refund.
  
  We understand that mistakes can happen. However, carefully reviewing all details before completing a reservation is a vital part of the booking process. While we are happy to advocate for an exception to non-refundable reservations, we are subject to the terms and conditions set by the hotels and are unable to override their decision. We are truly sorry to tell you we won't be able to release any type of refund. 
  
  Please feel free to reach out if you have any further questions or need additional assistance.
  
  Kind regards,
  *****************************
  Customer Loyalty Manager
  ******************** Concierge
  ************** (US & ******)
  ************** (International)
  
  

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22256480
  
  I am rejecting this response because: I believe you have the authority to grant me an exception to your "no refund policy" due to the misleading advertisement of a hotel not even in the country that my flight was in.  I believe and am asking for an exception.  I canceled within minutes of booking as well.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/12/2024

  Dear ******,

  
  Thank you very much for your time and patience. We sincerely appreciate your response, and we are happy to assist you.
  We understand that you are seeking a refund for your reservation. While we acknowledge that mistakes can happen, we regret to inform you that, in this case, we are unable to process a refund. The hotel has declined any refund due to the non-refundable and non-amendable policy, which was agreed upon and signed at the time of booking.

  
  Please note that the city information was provided during the selection of your hotel in the search bar, whether you searched by hotel name or city name. For your reference, we have attached documents that outline how this information appeared during your booking process.
  Thank you again for your understanding.
  Kind regards,
  AAdvantage Hotels Concierge
  ************** (US & ******)
  ************** (US Toll Free)

  Customer Answer

  Date: 09/14/2024

   
  Complaint: 22256480
  
  I am rejecting this response because:

  I am not satisfied with the business's response to my complaint and request.  I believe this situation does not completely fit the business's "no refund" policy, as the booking was cancelled within minutes once it was clear that this hotel was not even in the same country of the hotel that was just booked.  If the business is going to stick with this "no refund" policy and keep stating that it is a "strict" policy, I would like to inform as many future customers as possible of the "shady" actions of popping up any hotels in any country, just because they have the same "name" as the airport the flight was booked.  With technology, there has to be a way to only show hotels in the same country, state, and even immediate airport locations.  Just because I booked a flight to "**********/**************", should not automate a pop up of a hotel deal in "**********" ***************  I again believe this to be a "shady" business practice and then to have a "strict no refund policy"; making sure that any "mistakes" made by customers are "non-refundable".  This business practice is questionable and "shady".  I will be alerting as many future customers as possible with posting my "reviews" of the company.  I realize that I am not getting a refund, but at least I can have my complaint/voice heard by as many future customers, so this does not happen to them.  I am again not satisfied with the business's response to my complaint and reject their response.  Thank you.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/06/2024

  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 via Rocketmiles like I have several times.I booked The Shelbourne Sonesta in *** reservation #********* checking in June *****th. I prepaid $607.17 and the booking included ****** miles to be awarded to my account within 14 days of checkout.Points never arrived I have tried many times to get them funded to my account. ********************** system shows that they were funded however they never showed up in my account. I have emailed and phoned many times to get this fixed with no resolution. I would like my 10K points and to never have to talk and remain on hold with their terrible customer service again.I have included a recent statement from Rocketmiles that the points never posted.

  Business Response

  Date: 09/10/2024

  Hello *******, 
  
  I hope you are doing well. I wanted to update you on your inquiry regarding the missing ****** Rapid Rewards miles.
  
  After checking with our rewards team and your loyalty program (Southwest Rapid Rewards), we can confirm that the ****** miles you inquired about have already been posted to your account. According to the screenshot you shared of your rewards account history, the ****** miles with transaction date on March 1 is actually linked to your booking that entitled to earn this ****** miles.
  
  To clarify, while the actual posting date is in July after your check out date, the account history reflects the date the booking was created by you, which is why you see the 1 March date.
  
  For any further details or questions about your miles, please feel free to reach out to the ****************** team directly. Please note that they operate as a separate entity from us, and they will be able to assist you with any specific inquiries related to your Rapid Rewards account.
  
  Thank you for your understanding, and if you have any other questions, dont hesitate to ask.
  
  Kind regards, 
  Ain
  Manager
  Rocket Travel Concierge
  ************** (US & ******)
  ************** (International)

• Initial Complaint

  Date:09/04/2024

  Type:Billing 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.

  A hotel reservation was made at the ************** through a third party system of Rocket Travel (Alaska Hotels). The total was charged at $279.00 including all taxes and fees. Afterward and additional $183.66 in additional taxes and fees was charged by Hotel Montrose. Hotel claims these fees were not included and that I need to work out the issue with Rocket Travel (Alaska Hotels).

  Business Response

  Date: 09/10/2024

  Dear *****,
  Thank you so much for your valuable time and kind patience. We are happy to assist you. Please note that many hotels charge a resort or amenity fee, which is collected directly by the hotel, and we are unable to manage these fees on their behalf.
  We escalated this situation to the hotel, and they informed us that the amenity fee of $157 was refunded to you on September 5th. The remaining charges of $220 on your account are for parking fees and food items (including room service). We sincerely apologize for any unexpected charges, but as these fees are for additional services at the hotel, we are unable to proceed with a refund.
  We hope this information helps clarify the situation. Please feel free to reach out if you have any further questions or concerns.
  Kind regards,
  *****************************
  Customer Loyalty Manager
  ******************** Concierge
  ************** (US & ******)
  ************** (International)

  Customer Answer

  Date: 09/18/2024

   
  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:08/31/2024

  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 reserved an apartment with **************** / Rocket Miles on May 24th for 10 nights between July 3 and July 13 in ****** ******* for the sum of $689.63. Upon arriving after a 24+ hour flight I went to the apartment location where I was not able to gain access to the apartment. I contacted **************** for assistance and they informed me that they were not able to get hold of the apartment owner. After multiple attempts over 90 minutes, the customer service *** at *************** / ******************** Miles informed me that they were not able to get hold of the landlord and to request a full refund. The details are in the Email thread which can be read from the bottom up.A few days later, I was emailed again by Rocket Miles to tell me that they're refusing the refund because of a strict 11PM check in cut off policy. In no place within the reservation was there any indication of a of an 11PM cut off. The only rule listed in the reservation is "no party" as can be seen in attached BookingLandmark.png attachment. I booked both my flight and my hotel through the ***************** website, The only I required a refund was because there was nobody at the apartment to give me access when I arrived and after I called **************** Customer Service. It was **************** that suggested that I cancel and get a refund. If there was any indication of an 11PM check in cutoff , I would not have booked the room. I was left in an unknown country with no accommodation after a 24 hour flight. This is a colossal s**** up by *************** and they should accept responsibility and process the refund.

  Business Response

  Date: 09/09/2024

  Hello ALI, 
  
  I hope this message finds you well. I want to sincerely apologize for the delay in updating you regarding your case.
  
  After our investigation, we found that the property has classified your booking as a no-show, which has resulted in a full charge penalty since they reserved the room for the entire period. While they claimed that the check-in and check-out times were listed prior to your booking, we recognize that this information was not included in your confirmation email or receipt, which we understand is crucial for clarity.
  
  Additionally, we acknowledge that we should have provided you with the host's contact details for any direct communication. Unfortunately, the host was abroad during your stay, which may have hindered our ability to reach out to them upon your late arrival.
  
  We received information the following day regarding check-in procedures, but we understand you had already secured alternative accommodations by that time. We take full responsibility for the miscommunication and any inconvenience caused.
  
  To address this, we will be compensating you for the situation however I am unable to confirm this as of now due to the chargeback dispute issued by your bank. Please allow me an additional 3 to 5 working days to finalize the details. I will communicate with you directly via email regarding any refund.
  
  Thank you for your understanding and patience as we work to resolve this matter.
  
  Kind regards, 
  Ain
  Manager
  Rocket Travel Concierge
  ************** (US & ******)
  ************** (International)

  Customer Answer

  Date: 09/15/2024

   
  Complaint: 22222737
  
  I am rejecting this response because: While the company agreed to address the issue and to ask for more time, the company has not provided a resolution so this complain should remain open until the matter is resolved.
  
  Sincerely,
  
  Al ** ******

  Business Response

  Date: 09/19/2024

  Hello ALI, 
  
  As the manager overseeing this case, I take full responsibility for this situation and would like to issue a refund for the full booking amount. However, I have been informed that a chargeback dispute has been initiated by your bank. Due to this dispute, we are unable to process a refund until the bank completes its investigation, which can take up to **************************************** these cases, and we cannot override it once a dispute is in process.
  
  Our chargeback team informed they have already defended the chargeback for this booking to your bank, and it is currently pending with your bank. Again, I was told that we cannot issue any refunds until the banks decision is made within the next 60 days.
  
  As I mentioned in my email directly to you, if you are willing to drop the dispute, we could expedite your refund to approximately 45 days from the time the dispute is dropped. Ultimately, the decision is yours, as once a chargeback is filed, we must adhere to the established procedures and timeframes, which I cannot alter.
  
  Thank you for your understanding.
  
  Kind regards, 
  Ain
  Manager
  Rocket Travel Concierge
  ************** (US & ******) 
  ************** (US Toll Free)