Reviews

This profile includes reviews 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

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  Rocketmiles

  Unknown Saint Petersburg, FL 33710

Review Details

• Review fromPatricia S

  Date: 02/06/2024

  1 star
  I reserved a room through RTI ****************** American Airlines, my credit Card Citi cards, Days Inn/Wyndham/leading up to Rocket. ************** *******. I did not use the room that I was charged for because of bugs, urine and f**** stained sheets, dead roaches in drawers and bathroom. The room was disgusting. They are refusing to refund me my $237.30 for the 2 nights that I did not stay at. I have been through all of the above places and they claim that they have a no refund policy and they lied and said that we used the rooms. We left the same day we got there. We were in the room only long enough to take pictures and a video. I have filed a complaint with BBB but wanted to get this review out there so that nobody else gets caught in this scam. Hopefully these pictures come through.

• Review fromJanice S

  Date: 02/03/2024

  1 star

  Janice S

  Date: 02/03/2024

  I booked a hotel room in *********** that was advertised as having a balcony overlooking the street and paid over $3000. I contacted the hotel to verify the room, and they stated the room did not have a balcony, which is kind of a big deal in ***********. Contacted Rocket and they would not correct the mistake, and the same fraudulent information is still on their website weeks later. Avoid this scam at all costs! I have legal insurance and plan to use it. They picked the wrong person to s**** with.

  Rocket Travel, Inc.

  Date: 02/07/2024

  Hello ******,Thank you very much for bringing this situation to our attention. We are deeply sorry to know that the room did not have balcony as you reserved. I can see that we reached an agreement on a compensation for this situation. Please reply to my email, so this can be settled as soon as possible. Thank you for choosing our services, and we look forward to resolving this situation to your satisfaction.*******,************************** Loyalty Manager ???????Rocket Travel Concierge************** *************************** (International)

• Review fromOlivia O

  Date: 12/28/2023

  1 star

  Olivia O

  Date: 12/28/2023

  NON EXISTANT CUSTOMER SERVICE What So Ever!!!! They list 2 phone #s online and on their email confirmation, neither work, ****you get a message saying they no longer have a customer service via phone**** and you must send an email. ****No response to multiple emails.**** We booked multiple hotels in 2023 through Alaska *************** which Rocket Travel manages. We wanted to take advantage of the extra airline miles. ********* only one negative experience, I won't ever book with them again. NEGATIVE EXPERIENCE - We Paid For 2 QUEENS AND ROCKET ONLY BOOKED US FOR 1 QUEEN. The hotel told us ROCKET PAID $150 LESS THAN WHAT WE PAID. We Had To ************* The Difference. The Hotel Was Very Accommodating and it could have been much worse! I Do Want To State That We Did Get Our Alaska Airlines Mileage Credit That Was Promised But This Is NOT WORTH THE TROUBLE!!!

  Rocket Travel, Inc.

  Date: 12/29/2023

  Hello ******,Thank you for bringing thing situation to our attention. I am truly sorry to know that you received the wrong room type and did not get support about this either. I'll investigate this situation and inform you about the outcome and resolution by email. In the meantime, if you have any additional questions or concerns, please don't hesitate to reach out to us. Our dedicated customer support team is ready to assist you and provide any further information you may require.Thank you for choosing our services, and we look forward to resolving this situation to your satisfaction.Regards,************************** Loyalty Manager

• Review fromDemetris L

  Date: 12/16/2023

  1 star

  Demetris L

  Date: 12/16/2023

  Thank GOD, I came here to post about the MOST HORRIBLE Travel Making experience EVER! As I assumed, this is just what Rocket Travel, Inc. does; scam people out of money using an alleged cancellation policy. Everyone knows there is an exception to EVERY rule, so how are you managing a company with such a ruling for travel. I made the ULTIMATE ERROR in making a hotel reservation through ******** and experienced the NIGHTMARE of having to cancel due to the event I was attending was canceled. The end result is I am being charged $371.71 for absolutely NOTHING! I spent months trying to cancel the reservation, did not stay in the hotel at all and was still charged! These are SCAM techniquues and tactics that should be illegal! To come here and find that a huge number of people have endured the exact same experience as I have is totally unacceptable. This company should be taken out of business and I plan to take every effort to ensure they are!

  Rocket Travel, Inc.

  Date: 12/19/2023

  Hi ********,Thank you so much for contacting us. We are glad to assist you. We have received your review. We appreciate your feedback, your comments help us to improve. We have reviewed all the circumstances involved in this situation. Unfortunately, we did not find any contact from you, requesting a cancelation free of charge. If we would've known about your need we would've tried to get a refund. Our cancelation policies are established between our central reservation office/Hotel property. This cancelation policy is very strict, but we understand situations such as (flight cancelation, health, death, etc) in situations, we can perform a request to cancel free of charge. However, since we are subject to the hotel policies we cannot guarantee a refund until the hotel has approved it first. If Hotel is unable to process the refund unfortunately our system does not allow us to proceed with it. We reviewed your reservation. Unfortunately, we are unable to proceed with a cancelation/refund request, since we received a dispute (Chargeback) from your bank and they have frozen the funds for this reservation. Since your bank institution already started an investigation, they do not allow us to perform any action at this time until they have cleared up their investigation. We hope this information helps you to clarify this situation. We appreciate your valuable time and kind patience. We remain at your disposal for any further queries you may have. Kind regards,T-Mobile Travel Concierge************** *************************** (International)

• Review fromJulia B

  Date: 11/29/2023

  1 star

  Julia B

  Date: 11/29/2023

  I had a terrible experience fighting for a refund from this company. Booked a hostel through them (A&O Hostel in ******) and arrived to find the hostel in deplorable, unsanitary condition immediately after checking in. The room was dirty with stains and dirt on the walls and furniture, the heat was broken, photos of the room were not as advertised, and there were vomit and urine stains on the carpet in the hallway in multiple locations. I immediately checked out and found accommodation elsewhere.I then spent the next 2 weeks consistently calling back and forth between this 3rd party booking company and the hostel trying to get them to communicate with each other to approve my refund. Rocket Travel told me since I booked a non-refundable room, they first needed to receive a refund from the hostel because it was "not Rocket Travel's fault that the hostel was unacceptable" so they didn't want to risk losing money by giving me a refund without the hostel first refunding them, and told me they wouldn't refund me if the hostel should deny the refund request. Second, they would tell me they sent an email to the hostel requesting a refund, I'd follow up with the hostel only to find out the email was never sent. This happened multiple times. I had to call them 2-3x per day for 2 weeks straight to ensure things were actually moving along and had to correct multiple errors on their end. Long story short I will never use this company again, absolutely not worth the headache if something goes wrong and you need their help.

  Rocket Travel, Inc.

  Date: 12/05/2023

  Hi *****,Thank you so much for contacting us. We are glad to assist you. We appreciate your comments, your feedback helps us to improve. We have performed a deep investigation. We truly apologize the hotel property did not meet your expectations. We work hard to provide the best booking experience. Unfortunately, we don't have a way to monitor the hotel conditions frequently. We are happy to work for you and appreciate you reporting this situation if the hotel did not meet expectations. We found we were able to recover a full refund for you. Please keep in mind we cannot provide a refund without the hotel authorizing it first. Our system works in this way, you pay through us a discounted rate and we pay the hotel. Since the final transaction ends with paying the hotel when the check-in date arrives the refund needs to be authorized by them first We appreciate your valuable time. We remain at your disposal for any further queries you may have. Kind regards,********************** Rocket Travel Bookings Loyalty Manager ***************** (*************)*************** (********** Toll Free)

• Review fromAerick G

  Date: 10/26/2023

  1 star

  Aerick G

  Date: 10/26/2023

  Rocket Travel **** (Provided by AAdvantage i.e American Airlines)Multiple flight cancellations yesterday in ******. Booked through AAdvantage (suggested by American) which uses Rocket Travel *** for hotels. Called the hotel after the booking was complete and confirmation received. also confirmed my card was charged. Slept at *** since it was already 1 going on 2AM. Called Rocket the next morning who said it's my fault for not calling them to fix it despite being charged and being given a confirmation number which the hotel also said did not exist. Rocket says I will not be reimbursed. Would not recommend using this company, or ever going through American Airlines when booking hotels. They said even if a refund is granted they will charge $25 dollars for cancellation, for a hotel that was never booked even though it was charged. I'm not sure how they are getting away with this. This definitely covers some of what falls into fraud. They charged for a service that wasn't rendered, refuse to give refunds and even if they do charge for it. At a minimum this should be considered fraudulent business practices.

  Rocket Travel, Inc.

  Date: 11/13/2023

  Hello *******Thank you so much for contacting us. We are glad to assist you. We truly apologize for the inconvenience you experienced with your hotel reservation. Providing the best customer service is our top priority, and we are deeply sorry if you felt we did not show it this time. We have carefully reviewed this situation. We found this reservation was already fully refunded. Please keep in mind hotels may take ***** hours to show reservations on their system. If a hotel is unable to find it our time to resolve that error is less than one hour at maximum. We always ask for any proof of the flight being canceled to waive any cancelation fee. As a goodwill gesture, we have decided to waive the 25 USD penalty as a one-time exception. We hope this resolution will be satisfactory for you. We hope to have the opportunity to regain your trust in the future. We remain at your disposal for any further queries you may have.

• Review fromQ J L

  Date: 10/22/2023

  1 star

  Q J L

  Date: 10/22/2023

  I stayed in an accommodation during my holiday earlier this month booked via Rocket Travels. For a company that brands themselves as a "Hotels Concierge", I was deeply disappointed by the frustrating and inefficient check-in experience caused by incorrect check-in instructions provided by Rocket Travel. The instructions completely lacked vital details and wasted nearly 2 hours of our travel group's time just to check-in.After arriving at the property's address, we realised the instructions did not make sense at all. It lacked critical information that we only learned of after more than 1 hours worth of back and forth calls to their Toll Free Phone Number to resolve the issue.We were unprepared to extensively call internationally. Every time I called their *********** began with an automated voice system that required me to convey my confirmation number and personal details. Recently receiving the bill for those calls totaling more than a $100 (which is quite significant considering a night costs less than $250) has yet again reminded me of the stress I experienced while on my holiday.The staff I spoke to over the line were helpful in trying to resolve the issue, however this whole ordeal could have been easily avoided had Rocket Travel correctly conveyed the check-in instructions from the beginning.

  Rocket Travel, Inc.

  Date: 11/13/2023

  Hello *****Thank you so much for your comments. Your feedback helps us improve. **************** is our top priority. We apologize for the inconvenience at the moment of check-in. We have reviewed this information. We received instructions directly from the hotel through our central reservation office. In this situation, we did not receive any further instructions besides the one we showed up during your booking process. We found our concierge was able to solve this situation by calling the hotel and getting the message on their voicemail inbox. We apologize for this unexpected situation. We have our technical support team tracking these instances, to avoid it happening again. We really appreciate you taking the time to post your review. We remain at your disposal for any further queries you may have. Loyalty Manager **********************

• Review fromRebecca B

  Date: 10/10/2023

  1 star

  Rebecca B

  Date: 10/10/2023

  I reached out multiple times to get help canceling or rescheduling my reservation as there was a death in the family. I provided proof only to be met with and insensitive and generic I hope this email finds you well response nothing about losing a loved one tragically and unexpectedly goes well when I met with a response the company stopped replying to my emails. Terrible company that cost me hundreds of dollars during an immensely difficult time.

  Rocket Travel, Inc.

  Date: 10/11/2023

  Hello *******,Thank you for bringing this situation to our attention. I am deeply sorry for your loss.I'll be taking care of this for you. I'll investigate what happened and try my best to get a refund to you. Even tho I cannot guarantee I'll get one, rest assured that I will do everything in my power to help you with this.I'll be contacting you by email to give you any updates. Regards,************************** Loyalty Manager

• Review fromJane G

  Date: 09/28/2023

  1 star

  Jane G

  Date: 09/28/2023

  Rocket Miles is impossible b/c Im forced to use them to redeem ********* earned thru American Airlines. However, RocketMiles site has been issuing error msg for past day, so I cant make reservation thats badly needed. Initially, I of course went immediately to contact us and clicked on it. No ph # is provided, but boxes are for me to email a msg to them w/my return email address is only option for contacting them. I filled out boxes but when I clicked send, another error msg came up blocking me from sending msg. Since Rocket Miles provides neither email nor phone number, and their website is down/not functioning, I have NO way to remedy this immense failure of service. If and when I am able to redeem my miles for a hotel, I learned that although it initially states that if one uses their miles than they owe $0, in order to check out, they spring an almost $300 hidden resort fee on top of all miles. ****** fees are usually emblematic of a business treating customers with continual bad faith.

  Rocket Travel, Inc.

  Date: 10/05/2023

  Hello ****. Thank you for bringing this to our attention. I am very disappointed to learn about your experience. As a Service Provider, we strive for excellence and the best customer service. In this case, we already checked our system and there is no attempt to make reservations on our account with us. Please get in touch with your loyalty program so they can check what is blocking you from booking with us. We do not have access to your loyalty program account and that is why we need you to contact them. Have a lovely day. **************

• Review fromJanelle H

  Date: 09/17/2023

  1 star

  Janelle H

  Date: 09/17/2023

  Worst experience ever. I booked a car for 5 days using Velocity Points via Rocket Travel for a recent trip to **********. as requested I put in my flight details. Not unexpectedly the flight was delayed and when I arrived at the Airport there was no one from Europecar there to give me me vehicle. I contacted Rocket Travel who informed me that Europecar shut at 1pm on Sundays and as it was ****pm, I couldnt get my vehicle and it was my fault as I wasnt there at the specidfied time. And no, I couldnt cancel. They also couldnt guarantee that I could pick up the vehicle the following day. I had to hire another vehicle as I had to get my elderly mother to a medical procedure at 8 am the following morning. I contacted Europecar the following day and they were happy to cancel my booking. When I returned from holiday, I contacted Rocket again, asking for a refund of points and once again told me it was my fault that I was late and didnt contact them to advise. I have hired cars before and never had an issue with late flights when providing flight number. I asked to speak to a manager and was told they would contact me within the hour. That was 3 days ago. Still waiting.

  Rocket Travel, Inc.

  Date: 09/20/2023

  Hello *******,Thank you for bringing this situation to our attention and we are truly sorry that happened to you. We apologize for not contacting you previously as you requested but we will be calling you today to check what can be done to help you out.Have a lovely day,***********************

  Rocket Travel, Inc.

  Date: 09/21/2023

  Hello *******,Thank you for bringing this situation to our attention and we are truly sorry that happened to you. We apologize for not contacting you previously as you requested but we will be calling you today to check what can be done to help you out.Have a lovely day,***********************