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Business Profile

Travel Services

Hopper USA, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Travel Services.

Important information

  • Customer Complaint:

    BBB with the use of artificial intelligence, analyzed the complaints on 3/20/24
    BBB shared the findings and recommendations with Hopper USA, Inc.

    The findings appeared to show:

    Hidden Fees and Unexpected Charges
    Cancellation and Refund Difficulties
    Customer Service Concerns


    Hopper USA, Inc. on 4/1/24 responded to BBB with the following:

    Hidden Fees and Unexpected Charges: Hopper sees to it that all fees are disclosed during the booking process. At times, there are fees from the providers that are charged separately. For example, airlines normally charge fees for additional services like advanced seat assignments or checked bags. Hotels may also charge resort or amenity fees that are not included in the booking and are due at check-in. Hopper has no control over these fees, but we do our best to disclose these types of fees, if applicable, or advise customers that the airline or hotel may charge these separately. That said, if there are discrepancies that a customer sees either during or after the booking process, we ensure that it is corrected and we ensure the issue is resolved for the customer. We have added FAQs to help customers understand the price breakdowns and we have also improved the App UX to ensure clear pricing information.

    Cancellation and Refund Difficulties: As a travel agency, Hopper often does not have control over the turnaround time on refunds especially where travel partners may be involved. We partner with a number of suppliers to ensure customers have a wide variety of booking options. We are bound by the policies of our providers. That said, our customer service team advocates for our customers and attempts to obtain refunds when appropriate. Oftentimes exceptions are not allowed, and we are forced to stick with the agreed terms and conditions laid out in the cancellation policy which is prominently displayed to customers at time of booking.

    Customer Service Concerns: We have increased staffing to ensure that customers receive timely responses, but as an agency we cannot control the turnaround time with airlines and other partners. We also have a robust QA program, where we are constantly monitoring our agent performance to ensure they are going above and beyond to resolve customer issues. When we identify issues, we provide additional training and remove agents from the program if they are not meeting our rigorous standards.

Complaints

This profile includes complaints for Hopper USA, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Hopper USA, Inc. has 3 locations, listed below.

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    Customer Complaints Summary

    • 1,065 total complaints in the last 3 years.
    • 170 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/17/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Hopper allowed super 8 to run my debit card without my permission twice on top of the charge for the room that Hopper charged me. Contacted super 8 said refunded but no money has been refunded. Been a 7 days for refund. I did not give super 8 my debit card to run any charges for.

      Business Response

      Date: 02/18/2025

      We would like to extend our apologies for the inconvenience and experience you have encountered with your booking. I have reviewed your booking 5L2X4NZ4ZSW2 and also reached out to Super 8 by Wyndham Rapid City regarding your concern. As per checking by the hotel representative, the refund was already reversed back to your account on *******. If you have not received the funds, we recommend you contact your financial institution to check the status.

    • Initial Complaint

      Date:02/17/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ

      Regards,

      Max

       

       

      Business Response

      Date: 02/18/2025

      We would like to extend our apologies for any inconvenience caused. Upon checking booking FFX05114D6, it appears that it is a past date booking with *** from 27Sep24 to 29Dep24 at ***********. I have reviewed the record and based on our system, the total amount paid to our car rental partner was USD124.22 wherein this is the amount that was charged on the account. Regret to inform you that we can not process the refund at this time since we have been charged the same amount.

    • Initial Complaint

      Date:02/17/2025

      Type:Product Issues
      Status:
      Resolved
      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 default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      ***** ******p process so I dont see how that would help. After a while, it started to feel like a scam. Like he was just fishing for my information. I already booked the flight to my destination, thinking that I earned the hopper rewards to book the hotel, but now I have a feeling that this is going to turn into a nightmare.I manage a popular Instagram account that is all about my experiences in other countries, states, and cities. I use different apps and go to different hotels, and leave my feedback. When I explained this to the man and asked him for Hoppers email to contact them directly, at first he wouldnt give it to me and when he finally did, I just tried to email them, and found out that he gave me a false address.I only hope that Hopper will give me a voucher for the 15 accounts that i referred, that is it and that is all.

      Business Response

      Date: 02/17/2025

      I have reviewed your account and were so sorry youre having difficulty claiming your rewards for the Referral Program. Unfortunately, as per checking your record, Im sorry to say it will not be possible to redeem your rewards as a result of recent signs that attempts were made to accumulate/employ Referral Rewards in a way unintended for its use or purpose on your Hopper account. We're not able to release your rewards as a result. We apologize that we are unable to provide more details.

      While we know this isnt the outcome youd hoped for, we appreciate your cooperation and understanding. Please accept our apologies for any inconvenience caused by this issue.

    • Initial Complaint

      Date:01/23/2025

      Type:Product Issues
      Status:
      Resolved
      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.

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      Thank you for your response regarding my complaint about booking M7FVJK7K2NCD at ************************* - ********. I must respectfully reject your response, as I believe the charges in question were not transparently disclosed.

      While you referenced that the Destination Fee of $40.17 per night was mentioned in the confirmation email, I want to emphasize that such fees should be fully visible and upfront during the booking processnot buried in post-booking communication or fine print. Consumers should not have to uncover critical charges after committing to a purchase.

      The lack of clarity around these fees feels deceptive and contrary to good faith business practices. As a customer, I should have been presented with the total cost during the booking process, including all additional fees, so I could make an informed decision.

      I kindly ask that you reconsider processing a refund for these charges, as they were not adequately disclosed. Transparency in pricing is essential for ensuring trust and fairness in business transactions, and I encourage you to address this issue to prevent further dissatisfaction among customers.


      s informed booking decisions.Customer Service Interaction:I contacted ********************** and spoke with *****, who admitted the destination fee details are hidden under the fine print of the "view property and policies". If I would have known this, I would have not made this booking. This is deceptive and unfair. When I asked for a case number, ***** disconnected the call, making the experience even worse.Complaint:Lack of Transparency: Hopper buried the destination fees in an obscure section, misleading customers. I feel that this company exploited me. Poor ***************** *********************** team failed to resolve my issue and disconnected my call.Unjust Charges: I was charged for amenities I did not use.Resolution Sought:Refund of full deposit.Clear and upfront disclosure of all fees in the app.Improved customer service practices.Thank you for helping me with this issue.

      Business Response

      Date: 01/26/2025

      We would like to extend our apologies for any inconvenience caused. Upon checking booking M7FVJK7K2NCD, it appears that this is a past date reservation at ************************************, an *********. I understand that you want to get a refund for the extra charges made by the hotel. Upon reviewing the email confirmation that was sent to you after the booking was made, it was stated that you will be asked to pay the following charges at the property: Destination fee: USD ***** per accommodation, per night. I believe that this information is also included for review before swiping the payment. We always advise our customer to review the details of the booking before payment to avoid this issue. Regret to inform you that we are unable to process the refund as of this time.

      Business Response

      Date: 01/29/2025

      I have reviewed your concern again, and as much as I would like to process the refund, we are unable to do so since this information is provided before swiping the payment. However, as a valued customer and as a one-time exception, I have initiated the process of a refund in the form of a Hopper voucher with an amount USD100.00 as a goodwill.

      Here are some good things to know about the Hopper voucher:
      $1 voucher has the same value as 1 USD;
      Vouchers can be used to book flights, hotels, or car rentals in the app;
      Vouchers are not applicable on UA flights
      Vouchers are non-refundable;
      If the voucher value is greater than the cost of the booking, the remaining amount will be forfeited;
      It is valid up to 365 days from the issue date;
      Vouchers can be combined with Carrot Cash, but not other vouchers or promotions;
      You can check your voucher in the Hopper Wallet, accessible at the top of the apps home screen; and
      More details on vouchers can be found in our FAQs - **************************************************************************************************************** Terms & Conditions - *********************************************************.

    • Initial Complaint

      Date:01/21/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      ****** *****

      Business Response

      Date: 01/22/2025

      We would like to extend our apologies for any inconvenience caused. Upon checking booking 3ML7433SV6Q2, it appears that this is a past date reservation at ********************* & Casino. I have reviewed the record and it shows that there was a multiple follow-up made on this case. Our support team sent a refund request to our partner but it was denied due to policy. Since this case was already overdue, as a one-time exception, I have initiated the process to refund the amount of USD275.00 as goodwill to the original form of payment, the card ending in the last 4 digits 5371, in our system. Please note that refunds typically take 3-10 business days to reflect on your statement. However, in many instances, the process is expedited and completed sooner. It is important to highlight that certain card issuing banks, especially those associated with debit cards, may have longer processing times, extending up to two billing cycles (***** days). This specific timeline is determined by your banking institution, and unfortunately, we are unable to expedite this process.

    • Initial Complaint

      Date:01/21/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Didnt stay at your hotel called several times no

      Business Response

      Date: 01/21/2025

      We tried to review the case with the email address and name associated with the complaint; however, we are unable to locate the account. In order for us to effectively continue our investigation, we kindly request your assistance in providing the confirmation number and the email address associated with the Hopper account. Your cooperation in this matter would be greatly appreciated. Thank you for your understanding and prompt attention to this request.


    • Initial Complaint

      Date:01/16/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      ***** *******

      Business Response

      Date: 01/21/2025

      We would like to extend our apologies for any inconvenience caused. I have reviewed the case, and upon checking booking HWDZ9SPL9NC8, it appears that there was a past date hotel reservation at *************************. Based on the payment history, there were two charges on account last *******; however, the charge USD539.65 was voided and the system captured USD565.56 as the total amount of the reservation. I'm really sorry for this experience. Due to this inconvenience, I have issued a USD50 voucher to your Hopper wallet.

      Here are some good things to know about the Hopper voucher:
      $1 voucher has the same value as 1 USD;
      Vouchers can be used to book flights, hotels, or car rentals in the app;
      Vouchers are not applicable on UA flights
      Vouchers are non-refundable;
      If the voucher value is greater than the cost of the booking, the remaining amount will be forfeited;
      It is valid up to 365 days from the issue date;
      Vouchers can be combined with Carrot Cash, but not other vouchers or promotions;
      You can check your voucher in the Hopper Wallet, accessible at the top of the apps home screen; and
      More details on vouchers can be found in our FAQs - ************************************************************************************************************* and Terms & Conditions - *********************************************************.

    • Initial Complaint

      Date:01/15/2025

      Type:Product Issues
      Status:
      Answered
      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 reached out to the business regarding a promo I found on the companies website, one promo was for $300 of a booking, or 25% percent off, neither promo code worked for me, I reached to customer service even spoke with a manager, The manager name Rohit, Stated to me, If the promo isnt working its nothing he can do, I even took a screenshot and emailed it him, He still provided no help or a resolution. I feel the company is intentionally doing a bait and switch, The offer sounds great, however its not a real deal.

      Business Response

      Date: 01/16/2025

      We would like to extend our apologies for any inconvenience caused. Based on the complaint, it is regarding Hopper promotions. I have reviewed the case and to provide details on this, please note that promotions are one-time personal discounts. Promotions have specific applicability and expiration rules, which you can review in your Hopper Wallet before redeeming towards a purchase. If you tried to book on the app and promotion does not apply, this means that it is not applicable on the booking that has been purchased.

    • Initial Complaint

      Date:01/14/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 should have never used hopper. I booked a rental car months in advance. When it came time for the trip I couldnt renter who I booked thru. I was hoping Id get a reminder for some company, but nothing! I booked thru another agency , when I got back , hopper asked how the car was and charged me ! I was like what ? Never heard of that . Please st d updates to your customers! The hotels and airlines do ! I deleted the app

      Business Response

      Date: 01/15/2025

      We would like to extend our apologies for any inconvenience caused. I have reviewed the case, and upon checking booking US242607750, it appears that it was a past date car rental with Ace at DEN Airport. Based on the record, the booking confirmation email was sent 10Dec24 at 12:02 and email was open/read at 20:17 on 10Dec24. Customers have reached out with our support team yesterday 14Jan25 to cancel the booking. Since booking is already a past date reservation, this is considered utilized and it will be a non-refundable booking. I really wish there was more I could do for you in this case, but please understand that we are 100% bound by the policy, and we cannot process any refund without their authorization. However, I have initiated the cancellation of the insurance (Policy # ET5F-YJPU-INS) with RentalCover for an amount of USD84.00. Kindly allow 5 to 7 business days for the refund to reflect in your account but oftentimes, it may be returned sooner than this, depending on your issuing bank and the original form of payment used.

    Hopper USA, Inc. is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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