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Rocket Travel, Inc.Headquarters
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Reviews
This profile includes reviews for Rocket Travel, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
1.23/5 stars
Average of 44 Customer Reviews
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Review fromLindsey V
Date: 07/23/2024
1 starLindsey V
Date: 07/23/2024
I booked a room with my ********* Airlines Rapid Rewards points. When I arrived at the hotel, there was no reservation. The hotel had been trying to call me to let me know they didn't have the room type I requested any more. However, Rocket Travel had given them completely inaccurate information. All they had correct was my name, and an incorrect phone number and address. Luckily the hotel gave us a room anyway instead of sending us away. Rocket Travel is totally incompetent. Don't use them! I wouldn't have had I known.Rocket Travel, Inc.
Date: 09/19/2024
Dear *******,Thank you so much for your valuable time and kind patience. We are pleased to assist you and have escalated this situation to our CSI team (Customer Satisfaction and Investigations). They are currently working on identifying potential ways to compensate you for the inconvenience you experienced.We will be reaching out via email with a final resolution once the review is complete. Your feedback is invaluable, and your comments help us continually improve our services. We offer our deepest apologies for the inconvenience you faced upon your arrival at the hotel.Kind regards,***************************** Loyalty Manager Rapid Rewards Concierge ************** *************************** (International)Review fromMikai J
Date: 07/04/2024
1 starMikai J
Date: 07/04/2024
Avoid at all costs. Was told by customer service that they could waive the cancellation/refund policy and issue a refund but then they proceeded to run me around, insinuate the hotel manager was the reason for the delay, then not respond to follow up emails for almost 2 weeks. Only to turn around and go back on what they said. I attempted to get what the representative said in writing so I would have recourse, but they never sent it. There is good reason why this company has an F rating. Reps/phone operators are not based in the states, and thus unable to communicate in a timely manner with hotel/airline/whoever you need. When it comes to travel, time is literally the most important factor. This company was incapable of doing that on several occasions in my case. Do not book through this company. Even if your banking institution/airline offers rewards to book through them. As a consumer, you trust that major companies would associate with better businesses, but that is obviously not the case. Wish there was a way to warn people before they book so they don't have to learn the hard way like me and hundreds of others.Rocket Travel, Inc.
Date: 07/22/2024
Hello *****,Thank you so much for your valuable time. We are glad to assist you and appreciate your feedback, as it helps us to improve.We have initiated a thorough investigation into all circumstances involved in this situation and are currently negotiating a refund with the hotel. We understand your flight was delayed, and you require a refund. Please allow us ***** business hours to work on this request. While we cannot guarantee a refund at this stage since it needs to be approved by the hotel, we assure you that we will work diligently to achieve the best resolution for you.We will contact you via email as soon as we receive a response from the hotel with a final resolution. Thank you for your patience as we conduct our investigation.Kind regards,***************************** Customer Loyalty Manager ******************** Concierge ************** *************************** (International)Review fromJialun D
Date: 06/26/2024
1 starJialun D
Date: 06/26/2024
I am writing to file a formal complaint against Rocket Travel, Inc. By Agoda DBA. AAdvantage Hotels regarding their refusal to issue a refund for my reservation despite receiving prior approval from the hotel.On May 19th, 2024, I made a reservation at ****************************** through Rocket Travel, Inc. By Agoda DBA. AAdvantage Hotels for 5 nights. Unfortunately, due to my baby daughter's medical situation, we had to shorten our stay and requested a refund for the remaining nights. I promptly received approval from the hotel staff on duty to process the refund.However, upon contacting Rocket Travel, Inc. By Agoda DBA. AAdvantage Hotels' reservation department, I was informed that they could not approve the refund due to system limitations, despite acknowledging the hotel's approval. I have since made multiple attempts to resolve this issue directly with Rocket Travel, Inc. By Agoda DBA. AAdvantage Hotels, but they have consistently denied my request without providing a satisfactory explanation.The reservation was made under a refundable booking policy before May 28th, which I contacted Rocket Travel morning on May 29th. However, given the circumstances and the prior approval from the hotel itself, I believe Rocket Travel, Inc. By Agoda DBA. AAdvantage Hotels' decision not to honor their own approval is unfair and unjust.I have attempted to resolve this matter amicably with Rocket Travel, Inc. By Agoda DBA. AAdvantage Hotels through email communication, but they have not been responsive to my concerns.Rocket Travel, Inc.
Date: 07/18/2024
Hello ******,I hope this message finds you well.I apologize that you were unable to utilize your reservation.We acknowledge that the hotel informed you that they approved a refund for your reservation; however, we have not received it in our system. Please understand that we can only process refunds upon receipt of funds, regardless of assurances made by the hotel.We understand how frustrating this situation must be for you, and we sincerely apologize for any inconvenience caused. If there's anything else we can assist you with, please don't hesitate to let us know.Warm regards,************************* Customer Loyalty ManagerReview fromPaul A
Date: 06/12/2024
1 starPaul A
Date: 06/12/2024
AVOID AT ALL COSTS!!! Booked travel and hotel on American Airlines aa.com (through them!) My flight was cancelled and American was unable to get me to ********* on my day of travel. The hotel i booked through aa.com charged me for the night, so i am trying to request a refund, as American was unable to get me there, and i had booked through them. Called 3 different numbers, no one could help me, until i finally got to RocketTravel (why Rocket it i booked on aa.com???). Totally unhelpful and could offer no assistance, asked to speak to a supervisor at which point they hung up on me. Totally unacceptable!Rocket Travel, Inc.
Date: 06/13/2024
Hello ****,Thank you for bringing this situation to our attention.I attempted to locate the reservation in question, but I was unable to find it with the email you provided. Could you please reply with the confirmation number so we can check if we can assist you or provide further instructions?Have a lovely day.Regards, ************************* Customer Loyalty ManagerReview fromJoanna B
Date: 06/08/2024
1 starJoanna B
Date: 06/08/2024
After receiving a promotional email from American Airlines, I booked a hotel room via what I believed was AAdvantage Hotels. The confirmation email was cobranded as AAdvantage Hotels and Rocket Travel, Inc. I then received a reservation reminder email from booking.com AFTER the cancellation window. I called AAdvantage Hotels to cancel and I was sent on a wild goose chase from AAdvantage Hotels (which I believe is dba Rocket Travel but bills under RTI Hotels), Booking.com and the actual ***********. Each entity said that I had to cancel it via Booking.com. However, to cancel a reservation via Booking.com you need a pin number, which I was never given nor did the reservation ever appear in my upcoming Booking.com stays. I believe these companies engage in deliberately misleading and confusion practices to cause the consumer to give up out of frustration. Only after hours of phone calls and emails (and the mercy of the ***********) was I able to have my room reservation cancelled. I have learned my ****** and strongly recommend against using these companies to avoid this trap. Shame on American Airlines for endorsing a company that engages in such predatory deceptive practices.PS - I was forced to give one star but would give zero if it were an option.Rocket Travel, Inc.
Date: 06/10/2024
Hi ******,I hope this message finds you well.I'm sorry to hear about your recent experience.Upon reviewing your reservations, I see that you made two bookings on our website in June 2023. You successfully canceled one of them in July 2023. However, the second reservation was requested to be canceled on June 3, 2024, after the cancellation window had closed and it became nonrefundable.As the reservation had become nonrefundable, we initiated the process to obtain approval for a refund from the hotel. Please note that we do have a fee for canceling nonrefundable reservations. After obtaining approval from the hotel, we processed the refund for the reservation, deducting the cancellation fee accordingly.We understand that this may not be the desired outcome, but unfortunately, the reservation had already passed the refundable period when the cancellation was requested.If you have any further questions or concerns, please don't hesitate to reach out.Warm regards,************************* Customer Loyalty Manager ******************** Concierge ************** ************* ************** (International)Review fromMike F
Date: 05/24/2024
1 starMike F
Date: 05/24/2024
I have been unable to make a reservation on the ** website for months now. No matter what device (IPad, iPhone or laptop) or what browser on those devices. What is the issue? When I attempt to login, it acts like it does but then it doesn't! When I attempt to make a reservation, it just sits there and spins and spins. WHAT IS THE ISSUE???Rocket Travel, Inc.
Date: 09/02/2024
Hello ****, This response is to notify that the issue with your account has been fixed. However, if you encounter any issues while submitting a new reservation, I kindly request that you notify me again by replying to this email with the screenshots of the error message. If you have any further questions or require assistance, please feel free to reach out to me by replying to my email. I am available to assist you and provide any necessary guidance.Thank you for choosing our services. We look forward to the opportunity to provide you with a seamless experience in your future bookings.Kind regards, Ain Manager Rocket Travel Concierge ************** *************************** (International)Review fromRachel L
Date: 05/23/2024
1 starRachel L
Date: 05/23/2024
I booked a non-refundable hotel in *************** for last week; we had stayed at this hotel previously last year and loved it so decided to go back but booked through AAadvantage for the miles! We were taking our son with us this time, so booked a 2 bedrm/2 bath suite for extra space, this was 646 sq ft.Upon arrival, we were given a studio room with 3 beds & 1 bath, 323 sq ft as according to the information the hotel received from AA this was what we had booked.I emailed AA/Rocket Travel & received no response. I then called and explained my issue, requesting a refund of the price differential between the 2 rooms. They responded via email saying we had in fact received a room upgrade so there would be no refund! I am mystified as to how they came to this conclusion; when I sent them photos of the suite I booked & what room we were actually in??? Clearly a 2 bed room suite with 2 baths is very different from a studio room half the size!This is misrepresentation of the rooms!As of now I am waiting for a supervisor to call me..........I would not advise anyone to use Rocket Travel as it seems like a bait & switch scheme with no concern for customers or their welfare! I would leave zero stars if possible!Rocket Travel, Inc.
Date: 06/11/2024
Hi ******,We hope this email finds you well.We are glad to assist you. We have reviewed your situation and offer our deepest apologies for the inconvenience you have faced. We have initiated a thorough investigation into all the circumstances involved in this matter. We will be contacting the hotel to verify what happened with your room.We will follow up with both the hotel and you via email. While we cannot guarantee a refund until our investigation is complete, we assure you that we will do our best to achieve the best possible resolution. Please note that this process may take 3-7 business days to be completed.Thank you for your understanding and patience.Kind regards,AAdvantage Hotels Concierge************** *************************** (US Toll Free)Review fromEdward G
Date: 05/07/2024
1 starEdward G
Date: 05/07/2024
I booked a hotel via Rocket Travel through the AAdvantage website for stay that ended 04/18/2024. As a Platinum Pro member and being on the aa.com website I assume it would be legit. Reservation was for three nights at ******************** in ******** for $753. Ended up being billed $1007. To date Rocket Travel has not responded to my inquiries. I am have also checking with the hotel and they have not responded also. They website also said 10X AAdvantage which has been posted either.Rocket Travel, Inc.
Date: 05/09/2024
Hello ******,Please accept my sincere apologies for any inconvenience this may have caused you.An email containing instructions on how to proceed with resolving this matter has been sent to you. Kindly reply to that email and provide the requested information, including any relevant details or documentation, so that we can conduct a thorough investigation and work towards resolving this issue promptly.Should you have any questions or require further assistance, please do not hesitate to reply directly to the email sent to you. Our team is committed to ensuring that this matter is addressed to your satisfaction.Review fromLM E
Date: 04/10/2024
1 starLM E
Date: 04/10/2024
Terrible! Do not use them to book hotel. I have been flaying with American Airlines for 35 years, and I am a Platinum frequent flyer. I booked air and hotel on the American Airlines website. The hotel is booked as part of the "AAdvantage Hotels" program managed by "Rocket Travel" on behalf of American Airlines. The air ticket was ********* - ******************** The hotel was a Hilton in *******. In ********* American Airlines canceled the ********************************* flight due to equipment maintenance issue. Thus I didn't arrive to ******* due to American Airlines' fault, and wasnt able to check in. Despite the fact that I called American Airlines, AAdvantage Hotels, and Hilton. I didnt get a refund. At the time of Sale everyone is American Airlines. However, when the problems start, they are all their own companies. Do not book using this program.Rocket Travel, Inc.
Date: 04/11/2024
Dear ****,I apologize for the inconvenience you experienced due to the cancellation of your flight, which unfortunately led to the inability to use your hotel reservation.I understand your frustration, and I want to assure you that we have diligently pursued a resolution on your behalf. However, as per the cancellation policy associated with your reservation, the final decision regarding refund requests or date changes lies with the hotel.We have made every effort to advocate for you and have reached out to the hotel to request a refund or date change. Regrettably, our request was denied by the hotel, and we are unable to alter this outcome.Please know that we empathize with your situation and acknowledge the disappointment this may cause. If you have any further questions, please feel free to reach out to us.Once again, I apologize for any inconvenience this matter has caused you.Sincerely,*****Review fromCarlos C
Date: 04/03/2024
1 starCarlos C
Date: 04/03/2024
Not sure what is worse Rocket Travel or American Airlines by working with this company. they keep blaming each other and nobody takes action. Why do AA bothers to partner with Rocket Travel for hotel reservations and Loyalty Point rewards when the company does not even have a decent web support. I have been trying to book several hotels in hope for a loyalty point reward and the site keep showing "Session Expired" I spent hours on the phone both with AA and Rocket Travel and they just blame each other. long term solution they gave me is "Try in a few days" or "hey sir, if you want book the hotel directly on the hotel website" they only reason I bother to do it with Rocket is because of AA loyalty points. then again AA clears responsibility by saying upsss. Sorry but "Rocket Travel is a third party". Yes this third party affects how you AA give me AA Status.. so again why this toxic relationship between AA and Rocket Travel..Rocket Travel, Inc.
Date: 04/04/2024
Dear ******,Thank you for reaching out to us regarding your inquiry.After conducting a thorough search in our system, we regret to inform you that we were unable to locate any account associated with the email address you provided.To further investigate this matter and provide you with assistance, we have emailed you requesting additional information. We kindly ask you to respond to this email as soon as possible so that we can help resolve the issue promptly.Your cooperation in this matter is greatly appreciated, and we are committed to providing you with the best possible assistance to address your concerns.If you have any further questions or require assistance, please do not hesitate to reach out to us.Thank you for your understanding and patience.Best regards,*********************** Customer Loyalty Manager
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