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:04/30/2024

  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.

  On Sunday, April 21st, I received an email from Rocket Travel (under the guise of TMobile Travel) that a hotel reservation was made on May 8th for a stay in *********. This is a fraudulent reservation as it was not made by me, and in fact lists a different name for the reservation, ***********************. I contacted the business same day. They told me they would submit a ticket to "see what happended", as they would need to investigate why this happened before they could address the issue of the fraud activity. I attempted several times over the next 3 days to contact them. Their agent refuse to transfer you to a supervisor, and will not do anything to help. They will take all the information from you they can, put you on hold so they can "review everything" and they never return to the phone. After sometimes as long as ***** minutes, the call will just disconnect. They basically refuse to help.

  Business Response

  Date: 04/30/2024

  Dear ******,
  
  I was deeply sorry to learn that you encountered a fraudulent charge on your credit card. I understand how distressing and frustrating such situations can be, and I want to assure you that we are here to support you through this process.
  
  Regarding your nonrefundable reservation, I understand your desire for an immediate refund. While I cannot guarantee an immediate refund at this time, please rest assured that we are actively working on resolving this matter for you. Our team is dedicated to securing a refund for your reservation.
  
  In the meantime, I strongly recommend that you inform the relevant parties about the fraudulent activity on your credit card, as it appears to be compromised. Taking swift action to address this issue with your credit card provider is crucial to safeguarding your financial security.
  
  Please be assured that we will continue to diligently pursue a resolution for your refund. If you have any further questions or concerns, please do not hesitate to reach out to me directly. Your satisfaction and peace of mind are our top priorities, and we are committed to assisting you throughout this process.
  
  Thank you for your understanding and cooperation.
  
  Best regards,
  
  *****

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21646109
  
  I am rejecting this response because:

  There was no action on the part of the business. Only that they are working on it. An immediate cancellation of the fraudulent reservation is the only thing Ill accept. Two of their competitors immediately cancelled reservations, as the perpetrators have tried this with multiple travel companies. Anything less than an immediate cancellation is unethical and unprofessional, and is only aiding and abetting the criminal activity.

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

  Business Response

  Date: 05/02/2024

  Dear ******,
  

  
  I understand that the current situation may be frustrating for you, and I want to assure you that we are actively working to address it.
  
  Please know that every business operates according to its own set of policies and processes. While we are committed to resolving your issue, certain procedures must be followed to ensure compliance with our policies and agreements.
  
  In the meantime, I kindly advise you to reach out to your bank to report the compromise of your credit card. Taking prompt action in this regard is crucial to safeguarding your financial security.
  
  Rest assured that we are dedicated to resolving this matter as quickly and efficiently as possible. If you have any further questions or concerns, please do not hesitate to contact us.
  
  Thank you for your understanding and cooperation.
  
  Best regards,
  
  *****

  Customer Answer

  Date: 05/04/2024

   
  Complaint: 21646109
  
  I am rejecting this response because:

  Business is doing nothing to rectify and correct the situation. Time is now of the essence now more than ever, as the fraudulent reservation is for this upcoming week. They continue to be complicit in the fraud. Canceling the reservation and investing afterwords would be the appropriate thing to do in this situation.

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

• Initial Complaint

  Date:04/22/2024

  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.

  4/19/24 Attempted to book a rental due to the false advertisement and understanding that is was a pay now rental. I paid for the rental in full prior to arriving at the rental agency. Upon arrival I was informed that because I live local in addition to the $170.83 I had already paid I would need to place an additional $500 hold on a separate credit card. No information was provided to me about this additional $500 hold until I was literally standing at the counter. Ultimately I was denied the rental and refused a refund because I didnt have an additional card to put the $500 hold on. When I asked to speak with the manager I was given the runaround and told that the manager was busy and could be an awhile. I wasted an additional hour of my time waiting to speak to a manager that never showed up to speak with me. Im unsure if the clerk at the counter honestly knows even informed the manager that I was there and waiting. Before leaving I attempted to cancel the booking and get refund. I was told they canceled the booking but that I couldnt get a refund. I followed up with the company and my bank the following day in attempt to dispute the charges since I never received goods or service for my payment but to no avail. I received an email the next day saying that wouldnt get a refund but was told the case was still open under review when I called the number provided. Ultimately I just want my money back. I wasnt given the opportunity to make an informed decision when making the initial booking because there was absolutely no mention of an additional $500 hold or a no refund clause prior to paying when I first made the reservation.

  Business Response

  Date: 04/23/2024

  Hi ********,
  
  Thank you so much for contacting us. We are glad to assist you. We have escalated this situation to our upper management team. They have performed a deep investigation into all the circumstances involved in this situation. We want to offer our deepest apologies for this inconvenience. 
  
  Reading all terms and conditions is a vital part of the booking process. We have verified first with our technicians to make sure there was no error while you booked your reservation that *** ended up not showing the deposit information for local renters. Our technicians informed us there was no glitch or error and this information was clearly stated during the booking process. You can always rebuild your booking process and you will be able to see this information on the policy named "Form of payment" We also have attached a picture of how this information was stated during the booking process. 
  
  We apologize for the inconvenience. However, you did not fill in the requirements to pick the vehicle up. Our refund request has been denied. We hope this information helps you to clarify this situation. We remain at your disposal for any further queries you *** have. 
  
  Kind regards, /
  
  ********************** 
  Loyalty Manager
  T-Mobile Travel Concierge 
  ************** (US & ******) 
  ************** (International)

• Initial Complaint

  Date:04/16/2024

  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.

  While attempting to book a hotel through the **************** site, I received an error saying that there was an error while processing my payment - top of the page, in red. Finally, I backed out of the page and picked another room type and this time my payment went through. When I checked my email, low and behold, the site booked the first room and the second room. I called customer service and was told they would not refund me for one of the rooms. I then arrived at the ****** in ****** to check into one of my rooms since I hadn't heard back, only to be told I had zero reservations and they had no rooms available. I had to go walk down the street and find another hotel. The company will not refund my money.As of today, I had two $50 cancellation holds that turned into full charges. So, I was fully charged for two rooms, wasn't able to stay at either and had to find another lodging option last minute. This is beyond horrible business.

  Business Response

  Date: 04/23/2024

  Hi ******,
  
  Thank you so much for contacting us. We are glad to assist you. We offer our deepest apologies for you not being able to use your reservation and getting a duplicate on your reservation. We have started a deep investigation about al the circumstances involved in this situation. As we talked about over the phone, we tried to contact the hotel directly to recover a refund for both of your reservations. At the beginning of our investigation, we received a notification from our central reservation office, stating both reservations have a bank dispute (chargeback) and are currently frozen, since the bank institution has them under investigation. 
  
  We understand the importance of getting your refund for those reservations. However, since there is a bank dispute we are not allowed to keep working on the investigation until your bank has concluded their investigation. In this situation, we would suggest you follow up on this investigation with your bank. We hope this information helps you to clarify this situation. We remain at your disposal for any further queries you may have. 
  
  Kind regards, 
  
  ********************** 
  Loyalty *************************** Concierge 
  ************** (US & ******) 
  ************** (International)
  

• Initial Complaint

  Date:04/12/2024

  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.

  Through Alaska ************** **** operated by Rocket travel I booked a hotel in *********.Confirmation number ********* I have tried to cancel this reservation 9 times using the page on rocket travel. I always get this reservation cannot be cancelled despite the date for cancellation being 10 June 2024 it is April 10 today.Today it wont even try to cancel the reservation after I input the information.I want a refund of the full amount paid on my credit card.

  Customer Answer

  Date: 04/15/2024

  
  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. 
  My money has been refunded after the reservation was cancelled in writing.  Thank you!
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/02/2024

  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.

  Hello I booked a double deluxe room at the **************** on 2/27/24. In the listing the room was descri*** at Deluxe Double Room with two ***s and images shown under the room description were of 2 whole ***s. I contacted the hotel directly to make sure they received my booking and was told they had me reserved for a king *** with a sofa ***. I contacted Rocket Travel, who said they would investigate the mismatch on the rooms and get back to me. By March 12th there was no resolution. I asked to then cancel my reservation and seek a refund because the error was due to no fault of my own. I have called the hotel directly and they have stated they have received the cancellation and would provide a full refund with no penalty. I contacted Rocket Travel who said that although the hotel has agreed they have to wait on their Travel Partner's approval, who they say never responds to their email or inquiries. Rocket Travel repeatedly says they will call me or email to follow up and they never do. I have to call them. I was even connected to a supervisor who said she would handle my case directly and would email me her contact number, she never did. This has been going on for over a month. I recently sent a certified letter to the headquarters location to start a claim process and allow for 60 days before I can initiate an arbitration process. I would just like my refund because the mismatch in rooms was due to no fault of my own and the hotel has agreed cancelling with no penalty.

  Business Response

  Date: 04/03/2024

  Dear ********,
  
  Thank you for reaching out to us and for bringing this matter to our attention.
  
  We want to sincerely apologize for any inconvenience or frustration you may have experienced regarding the issue with the bedding type during your recent stay. Your feedback is invaluable to us, and we have been diligently working on resolving this situation.
  
  I am pleased to inform you that earlier today, we received full approval for your refund request. We understand the importance of providing a seamless and comfortable experience for our guests, and we regret any inconvenience caused by the discrepancy in the bedding type.
  
  We hope that this resolution is to your satisfaction, and we appreciate your patience and understanding throughout this process. Should you have any further questions or concerns, please do not hesitate to reach out to us. We are here to assist you in any way we can.
  
  Thank you for your understanding and cooperation.
  
  Best regards,
  
  ***********************;
  Customer Loyalty Manager

• Initial Complaint

  Date:03/29/2024

  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 a two night reservation in ****** from 16th Feb. This reservation was paid in advance with the total payment being taken. I turned up to the hotel to find that there was not booking for me despite me paying in full to your company. Your team has consistently ignored me but on 5 March confirmed that a full refund would be made to my account with 14 days. Im still waiting for this refund despite this promise and the customer service team has repeatedly ignored my chasing emails. It is pretty pathetic service. So my question - when are you going to refund me for your mess up? You have left me high and dry for my proposed stay, are showing complete incompetence, and to add to it are continuing to retain my money despite the commitment to issue a full refund.

  Business Response

  Date: 04/04/2024

  Hi ****,
  

  We hope this message finds you well. 
  
  Thank you so much for contacting us. We are glad to assist you. We greatly appreciate your comments, your feedback help us to improve. We have received your last message. We are glad to report our central reservation office is currently working on this refund for you. We guarantee you we are frequently working to get some updates for you. Our central reservation office is requiring some proof of this charge being performed on your card in order to proceed with a refund. They have sent and email for you provide this documentation. 
  
  We hope this information can help you to clarify this situation. We remain at your disposal for any further queries you may have. 
  
  Kind regards,  

  Loyalty ********************************************************************* Concierge 
  ************** (US & ******) 
  ************** (US Toll Free)

• Initial Complaint

  Date:03/27/2024

  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.

  On March 13th I woke up to three emails saying my frequent flyer miles - AAdvantage Program miles - were transferred out of my account to book three car rental reservations. This was the result of an apparent hack on my AAdvantage account. I did not authorize or make any such transfer. Based on the emails I received, the reservations were made in the name of three people I do not know or recognize. I immediately tried to contact American Airlines. I tried phone (was told to call back after 9am - this was ~6.15am), I emailed, tried ******** and ******** Note all three car reservations had not yet started - one was for later that day and others later in the week - I had notified them BEFORE the cars were taken with the fraudulent reservations.Later that morning I was on hold for over 90 mins trying to get through to the airline. After multiple transferred they claimed the miles were sent to Rocketmiles - a company they work with but I have no prior relationship with - and I had to call Rocketmiles. They put a hold on my AA account and opened a new account for me. At this point, approx 800k miles were transferred out of my account, leaving me with ~11k. Those ~11k were moved to my new AA account. American Airlines otherwise has refused to help me. I have contacted Rocketmiles also that day. I was on hold with them for over 30mins and claimed the fraud. They first told me to contact American Airlines. Then they said that they could cancel two of the reservations but one was already used to rent the car. They made no effort to stop the person who rented it or threaten to charge them a different way when they returned the car. Finally they said they would try to get me my miles back and revert in 3-5 days. That was 2 weeks ago. Rocketmiles and AA have not helped get any of my miles back. The approx value of the miles is $13,700. I am asking for my miles back or the cash equivalent. I have raised a complaint against American Airlines too!

  Business Response

  Date: 03/28/2024

  Hello ****,

   

  Thank you for bringing this situation to our attention. I am sorry that this happened to you. 

   

  We will work on the fraud reservations made in order to retrieve your miles. I'll be updating you by email. 

   

  Regards, 

  *****

  Customer Answer

  Date: 03/28/2024

   
  Complaint: 21491720
  
  I am rejecting this response because: nothing has been done by BBB to address the issue. I just submitted my complaint yesterday. I have provided written interaction and evidence of the issue. Ive also alerted BBB that Rocketmiles and AA - who are partners - are pointing fingers at one another to sort  hoping that me as an individual have no way of sorting the problem. Im happy to show phone record of how may time move called each to address and the extent of how long Ive been on hold - collectively over 3 hours! Im trying everything I can to get this addressed as I had from the morning I woke up and saw a fraud between these two companies was perpetrated and they did nothing to stop it.

  please let me know what else you need from me for your investigation and Im happy to comply!
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/29/2024

  Hello ****,

  Thank you for your patience and understanding as we continue to address the issue.
  
  I want to assure you that we have been actively working on this case since you first informed us on March 13, 2024. Our team has been in communication with you, and we have been diligently pursuing avenues to retrieve the miles used on the three reservations in question.
  
  While we are making every effort to secure a refund for the miles used, I must be transparent and acknowledge that we cannot guarantee a refund at this time. However, please rest assured that we are doing everything within our power to resolve this matter in the best possible way for you.
  
  I will continue to provide you with updates via email as soon as we have any further developments or responses regarding your case. Your satisfaction is our top priority, and we appreciate your ongoing patience and cooperation.
  
  If you have any questions or concerns in the meantime, please don't hesitate to reach out to me directly.
  
  Thank you for your understanding.

  ***********************;
  Customer Loyalty Manager

  Customer Answer

  Date: 04/01/2024

   
  Complaint: 21491720
  
  I am rejecting this response because:
  

  1. RocketMiles did not respond to me for almost three weeks.

  2. RocketMiles seemed to only respond once I informed them that I had to engage the BBB

  3. *****'s initial response was that she was unlikely able to help because the reservations were in the past. I responded by clarifying that they were alerted PRIOR to all three reservations. See email exchange attached. Her response that she sent to you didn't include that part of the exchange - they are being shady.

  4. RocketMiles and American Airlines, who are partners and were both informed of the fraud, continue to point fingers at each other as the responsible party, with neither taking action or responsibility that they helped a fraud, which was alerted prior to the reservations, from being stopped. 

  5. RocketMiles is showing no intention or focus on addressing this issue other than sending a "nice" email saying they're "trying" but without taking any real action.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/26/2024

  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.

  2/7/24 -I booked a GREAT rate for a hotel through ************************* through points and money. I even received an email confirmation on that same day confirming the room type *********** Suite at the Grand Hyatt in ******.2/26/24 - I noticed it wasn't in my Hyatt app so I called Hyatt. Moments later it was added to my Hyatt app only come to find out it was a SIGNIFICANTLY inferior room type. This is my honeymoon and this was super important. 2/27/24 - I contact ************************* and was told they would look into this as this was a partner error (the partner being Rocket Travel *** as noted on my credit card statement too).2/28/24 - I contacted Rocket Travel *** and they said the error was on *************************. This did NOT make sense because ************************* is the platform however the party responsible is Rocket Travel ***. 3/5/24 - I put Rocket Travel *** and ************************* on the same email correspondence and instead of Rocket Travel in honoring what they sold they are offering a refund but I do not want a refund as hotel rooms are now way more expensive. Rocket Miles *** is a scam of a company that markets/sells one thing but provides something completely different. This is fraudulent practices and they should be investigated. 3/26/24 - Fast forward to today, and they are unreachable and say they will look into it. If they look into it any further, the room will not be available.

  Business Response

  Date: 04/05/2024

  Hello ****, 

  Thank you so much for contacting us. We appreciate your comments, your feedback helps us to improve. We offer our deepest apologies about the inconvenience you have faced with your room reservation. We are glad to assist you. As you talked over the phone with one of our management team members, we have initiated a deep investigation into all circumstances involved into this situation. We will be verifying this entire situation in order to make this situation right for you. 

  Please keep in mind this is not an immediate process and may take 3-5 business days for us to complete our investigation. We will contact you over your email once our investigation has concluded. Please keep checking your email since we will be contacting your over this channel. 

  We understand this situation may be frustrating, but we are working to get the best resolution available for you. We remain at your disposal for any further queries you may have. 

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

• Initial Complaint

  Date:03/25/2024

  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 a reservation via rocketmiles on 2/20/24 for a 2/24/24 stay at Holiday Inn. The reservation was confirmed, and I did not have difficulty checking in at hotel. I was asked by hotel for a physical card for incidentals and I provided that.After my stay I received a folio and was charged for the stay. After reaching out to the hotel I was told that *********'s credit card did not go through, and they would try to reach out to resolve it. This was apparently not successful. I have not received any response from my messages to rocketmiles despite multiple attempts.

  Business Response

  Date: 04/04/2024

  Dear *****,
  
  I hope this email finds you well. I am writing to provide you with an update on the double charge issue and to request your continued patience as we work towards resolving the matter.
  
  Firstly, I want to assure you that we are actively working on your case and are fully committed to rectifying the double charge and securing the refund for you. However, I regret to inform you that we have not yet received confirmation from the hotel regarding the refund.
  
  We have escalated the matter to the hotel management, as they are the key point of contact who can assist us in resolving the issue. We have provided them with all the necessary details and documentation to support our case. However, we are still awaiting their confirmation on the refund for the mistake made in charging your card.
  
  I want to assure you that I will be contacting the hotel again tomorrow morning and on a daily basis until we obtain a resolution. I am personally invested in ensuring that this matter is resolved in a timely manner. I will continue to emphasize the urgency of the situation and work diligently to secure the refund for you.
  
  I understand the frustration and inconvenience that this situation has caused you, and I apologize for any inconvenience you have experienced. Please rest assured that I will keep you updated on the progress made in obtaining the refund. I will continue to communicate with you directly via email, providing you with regular updates and addressing any questions or concerns you may have.
  
  If you have any further questions or require any additional information, please do not hesitate to reach out to me directly by replying to my email. I am here to assist you and provide any necessary support.
  
  Thank you for your understanding and cooperation throughout this process. I remain dedicated to resolving the double charge issue and will continue to work tirelessly on your behalf.

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

  Customer Answer

  Date: 04/10/2024

   
  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:03/22/2024

  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.

  To whom it concerns, We booked two reservations through the ******** (T-Life) app which both stated refundable free cancellation and no charge till check in on the check out page on both hotels.Hotel Reservation 1: ************************* 6/17/24 - 6/21/24. Charge: $1,946.54 Hotel Reservation 2: *********** Beach 6/17/24 - 6/21/24. Charge: $1,309.64 Weve made these 2 hotel reservations to simply lock in the price and the rate as suggested through the ******** Travel App. The exact ******** Travel app language: Lock your rate in now, your booking is fully refundable and you wont get charged until checking in to the Hotel. Upon reserving the first Hotel (Hotel Reservation 1) an e-mail was received stating; we will not charge your credit card until check-in date. Here is what happens when you reserve a hotel. Most room options on the app list: fully refundable when you book the hotel. When selecting the correct room for the for the correct date, the room lists as: free cancellation. When selecting the room of our choice including the free cancellation option we get a clear refundable option when booking this Hotel room. After the reservation we immediately received a confirmation email. The email now said that the hotel was non refundable and we did not have to pay until the check-in date. We were misled by the site that these bookings were refundable and would not have booked 2 hotels at the same time if both hotels were non-refundable. We just wanted to lock-in the price and explore our options. We want the following outcome we want to cancel both bookings and have our funds returned. We cannot keep both bookings, stipulating; we would not have booked both reservations if they were non-refundable. Please help understand that the travel app is misleading and that it wasnt our fault that suddenly our bookings showed up as non-refundable and not cancelable.

  Business Response

  Date: 03/27/2024

  Hello ******, 
  
  We hope this message finds you well. We are writing in response to the complaint regarding your refundable bookings. We appreciate your patience throughout the investigation, and we would like to update you on the findings.
  
  Upon examining the logs and conducting tests based on the information you provided and the screenshots you shared, we have determined that there was no technical error on our platform. When you navigated the website, there were two options available for the room type you selected: a non-refundable offer and a refundable offer.
  
  According to our records, you chose the non-refundable booking option, which was the first one listed. It appears that you may not have noticed that the first offer was non-refundable, and that is the room type you ultimately booked. Our technical team believes that you may not have noticed this distinction on the payment page before confirming your booking.
  
  During our own testing, we were able to replicate the search process and confirm that before clicking on the hotel, we clearly disclosed the availability of a free cancellation option, which was associated with a pay-later inventory. Once we selected the hotel, the room type you booked provided the option to choose between a non-refundable and refundable rate.
  
  Based on these findings, we can conclude that this issue does not stem from a technical error on our platform. Rather, it appears that you unintentionally selected the non-refundable option during the booking process.
  
  I understand that you had expressed your desire for a refund and that you have been in contact with the hotel directly as well. However, despite our efforts, the hotel has denied our request for a refund in this case. While we are willing to continue assisting you, please understand that the final decision regarding a refund lies with the hotel. We recommend providing us with the name and position of the staff member you have been in contact with at the hotel, as we can further communicate with them on your behalf to explore any potential resolutions.
  
  Thank you for your patience and cooperation.
  
  Kind regards, 
  Ain
  Manager
  Rocket Travel Concierge
  ************** (US & ******)
  ************** (International)

  Customer Answer

  Date: 03/28/2024

   
  Complaint: 21473229
  
  I am rejecting this response because:

  In regards to the response from the ***************** Travel (****************** Travel):
  
  Hotel Reservation 1: ****************************** 4 nights, 2 adults, check-in June 17th 2024 check-out June 21st 2024.
  Charge: $1,946.54
  Case number: 240315165535511
  Hotel Reservation 2: *********** Beach Adults Friendly 4 nights, 2 adults, check-in June 17th 2024 check-out June 21st 2024.
  Charge: $1,309.64
  Case number: 240315165234964

  
  After spending more than 2 days in total on the phone with ******** Travel / Rocket Travel / Booking.com and the Hotels involved.
  Nobody is willing to change anything nobody is willing to accept their mistake of confirming this refundable booking as a non-refundable booking.
  Any assistance to take this to next level would be very helpful.
  

  I am more than happy to take any options at this stage, I can pay up to a $100.00 cancellation fee if necessary. That fact is that at this stage ******** Travel is hiding behind their systems and is not confessing about their mistakes. Simply stating in an e-mail that weve booked a non-refundable booking is a scam.
  

  The pattern is there it didnt just happen once, it happened twice. They pulled the same scam twice and are now hiding behind the fact that their software was not at fault. Again, I can proof this. I offered to proof this to the ************************** has so far refused for me to proof this to them. They know they made a mistake and are very scared of the outcome of my proof. With your help I can proof the booking process through a live video phone call. I can show you exactly what happens during the booking process. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/01/2024

  Dear ******,

  Thank you for your response. As mentioned before, we have determined that there was no technical fault on our platform as per investigation with our technical team. They can view the booking logs when you were making the reservation on the booking creation day. The booking options clearly displayed both a non-refundable and a refundable offer for the room type you selected. It appears that there may have been a misunderstanding during the booking process, leading to the selection of the non-refundable option which is the first one.
  
  I understand that you are unsatisfied with the resolution I proposed, which involves negotiating with the hotel directly. However, as a third-party provider, I am bound by the hotel's decision regarding refund requests. I do not have the authority to override their decision in such cases.
  
  If you have any further questions or concerns, please feel free to share them with me via email. I am here to provide you with the necessary support and guidance throughout this process.
  
  Thank you for your understanding and cooperation.
  
  Kind regards, 
  Ain
  Manager
  Rocket Travel Concierge
  ************** (US & ******)
  ************** (International)

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 21473229
  
  I am rejecting this response because:

  There is no understanding and cooperation from my end. Your website displayed the wrong information and communicating the incorrect details to the Hotel. This is your problem and you make it my problem. 

  I provided you with options from my end. Both Hotels are not willing to discuss any terms, they keep telling me that your website and booking.com display the non-refundable details. This has nothing to do with the Hotel. Your website is wrong and I would love to prove this, but I will not burn anymore of my own money on this fiasco. 

  What a disappointing response from a company that is clearly out to scam people out of their money. Thank you for nothing Ain, next time please pick-up the phone or call me back when you can. Instead of cowering and hiding behind this bogus responses. 

  You are the one in charge and you are not willing to do anything. I already offered to pay your fee separately. 

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