Complaints

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:07/23/2025

  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.

  Rented a room for 4 nights in *****, ** I had a conformation from my original hotel that was cancelled at the last minute. Rocket offered to find me another room .. good so far .I only asked that the replacement be of same size 2 bedroom and quality.What I got was a dump .. no running cold water . Less than ******* quality furniture and supplies, mold in the shower corners, gravel parking lot , etc.I left the next day and found other accommodations that were similar to the original.. rocket would refund my 3 nights unused room rental but not the service charge or taxes I. Paid .. I think thats actually illegal..Rotten to deal with .. untrustworthy at best..Never again for me ..

  Customer Answer

  Date: 07/24/2025

  Hello, the business has responded in a more than favorable way .. please with draw my complaint.

  thank you ,

  **** B

• Initial Complaint

  Date:07/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a reservation through Rocketstay, which included a $500 refundable charge for a damage deposit. Later, they charged me an additional $500 for a security deposit, which was returned to me. The terms of the agreement stated I would receive the damage deposit back, less the resort fee charge of $180.80, so they owe me $319.20. The company stated they refunded me a month ago, but are not able to give me any receipts or screenshots proving this. My banks have not received the refund and have nothing pending in their system. I have been reaching out to Rocketstay about this refund since June 4. I am constantly passed around, told they are looking into it, and that they will get back to me. They never do. They will not speak to me on the phone, won't put me in touch with a supervisor, and to date have not refunded the money I am owed. I send emails every few days and am always told "it's taking priority and they're following up on it." I think they are hoping I will forget about it. I have an entire email chain of me asking, them saying it will be sent, and then dodging my question about proof that they refunded me.

  

  Business Response

  Date: 07/14/2025

  Hi ****** - Thank you for your message.
  I want to confirm that the damage deposit refund has been fully processed on our end, and Ive attached documentation showing this for your records:
  $319.20 was released on May 20th
  $180.80 was released on June 10th
  These transactions were completed in full as agreed (totaling the $500 deposit, less the resort fee as you expected).
  If you are not seeing these credits reflected on your bank or card statement, the next step we recommend is a three-way call between you, your bank, and **. This will allow us to work directly with your bank to trace the funds and identify any issue with posting to your account.
  You can reach us at:
   ************
   *********************************************************
  Were happy to assist in resolving this promptly.
  Thank you for your understanding, and please let us know how youd like to proceed.

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23596205
  
  I am rejecting this response because: this is false. According to emails sent by the company, they acknowledged that on May 20, it was the refund of the security deposit only. I have an email stating that the $319.20 refund was sent on June 14, yet the company has failed to confirm or show proof of this at all. My bank is up to date and has confirmed the only refunds received were: $500 reversal of security fee only on May 20; $180.80 on June 10. Not only has the business failed to actually show proof of the $319.20, even as of yesterday they have responded by email that theyre still looking into it. There is no documentation from the business and they have neglected to respond or refund me the money I am owed. 

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

  

  Business Response

  Date: 07/14/2025

  Hi. ****** - Thank you for your detailed reply. I truly understand your frustration, and I want to clear up any confusion as directly as possible.
  

  We did not process the entire refund as a single transaction. We refunded you in two separate payments:

  $319.20 was released on May 20
   $180.80 was released on June 10
  These two refunds together total the $500 damage deposit,  exactly as agreed.
  We have attached the receipt confirming these release dates and amounts. These are direct from our payment processor as proof the funds were sent back to your payment method.
  
  If these amounts do not appear on your bank or card statement, it may be because they were posted under different dates or descriptors than expected. Sometimes banks consolidate, offset, or label these credits in ways that are confusing to cardholders.
  

  To resolve this quickly and conclusively, we are more than happy to join you and your bank on a three-way call to trace both refunds. This way your bank can confirm the deposits with you in real time.
  

  You can reach us here OR we can call you if you would like?  
   ************
   *********************************************************
  We want to be absolutely certain you get what youre owed. Thank you for your patience while we help resolve this

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23596205
  
  I am rejecting this response because: per my email to ******************************* on June 4, I sent screenshots of what I was charged. You can see on the email thread that your company had confusion on the charges, and on June 4 I was told I would receive a Zelle refund. I never did. Instead, only the $180.80 ADDITIONAL charge was refunded. To date, the following charges and refunds were made to my card:

  April 23, 2025: $1545.25 charge for booking which included $500 refundable damage fee

  May 9, 2025: $500 charge for security fee

  May 20, 2025: -$500 refund for security fee

  May 20, 2025: $180.80 charge for resort fee that should have been included in the original booking

  June 10, 2025: -$180.80 refund after I emailed to notify that I had been charged multiple times

  I have in writing from your company that I was "sent" a refund of the $319.20 on June 14. Not May 20 as you suddenly claim. The document you provided is an email with a line of text; there is no reference number listed. I work in customer service and I know that when you refund someone, you receive a reference number that they can use to follow up with their bank.  

  Your business is now falsifying information after I submitted a complaint. I have tried for weeks to have this resolved directly with your company by email and phone. Your agents have admitted numerous times that the refund was being looked into, until today when you claim it was sent in May. 

  I have now also alerted both my bank and the site I used to book the property of the issues I am having with your company.

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

• Initial Complaint

  Date:01/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked through **** on December 27th for a 5 night stay January *****. I paid in full andreceived a confirmation from **** as well as from Rocketstay. On January 16th, 1 week before check in I suddenly got a refund with no communication! I called the number I had been provided with for Rocketstay and was told they couldnt help but would let the designated team know I called but that none of the designated team was available. Now its 6 days before my trip and weve been left in a lurch.

  

  Business Response

  Date: 01/20/2025

  Hi *****, good day!
  
  This is ****, Director of Operations from ******************* by Rocketstay. Thank you for reaching out to us here at Better Business Bureau, and we are deeply sorry for the inconvenience this canceled booking has caused you. This is not the experience we want any of our guests to have. To add, this is not how we operate, and I believe that you chose to stay with us because we deliver more than the standards.
  
  Before anything else, please allow us to explain further the reservation you made through VRBO, which actually came into us as a booking from Expedia through **********. Weve been reaching out to ******* to investigate what happened to ensure this unwanted cancellation does not happen again to our future guests. Until now we are still waiting for their findings regarding this matter, and at this point, as much as we want to book another room for you, we do not have the availability for your preferred stay dates.
  
  ******* Arms is the newest property in our portfolio, and we are proud of the amenities and caliber of service it offers. Unfortunately, as much as we would like to accommodate you, we do not have availability at ******************* or at any equivalent property of the same caliber during your preferred stay dates.
  
  As a small business, our guest experience and trust are paramount to us, and it is not our standard policy to just cancel a guest, especially without any reason. A cancellation policy is also in place for both of us. 
  
  As a resolution to your case, Expedia mentioned that theyve already refunded you immediately. This way, you can choose an alternative place to stay within the area. As much as we would like to book a stay for you, we apologize but we currently dont have an availability for a 2BR unit at ********************
  
  We recommend contacting ***********************************************, as they can assist in finding nearby properties that best suit your needs.
  
  Please dont hesitate to contact us via email anytime as well at ********************************************************** or via phone at ****************. Our specialized team will reach out to you.
  
  Let me know if you have any questions and thanks for your patience.
  
  Best,
  ****
  Director of Operations
  Rocketstay
  

• Initial Complaint

  Date:02/21/2024

  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.

  My son ********************* (cell # ************) rented for four months at this apartment building in *************************. Amenities and Services offered at ********************** (**************************). He communicated with ****** and ***** about the rental *************. He was forced to put down $2300 as the security deposit through Zelle in July 2023 to South Banks *******. I have the bank statements to prove that the deposit was sent. His rental began on August 13, 2023 and he checked out on Dec. 10, 2023 and has not received his deposit back yet.On Dec. 13, he told them he was checked out and asked about the security deposit.Their response was "Kindly send us your Zelle account so we can forward it to our accounting team". He sent the ** code for the Zelle. The same day, they said, we need the email address of the Zelle account. He sent it. No money was sent. This is a very strange request because the rent is sent through my Zelle account each month.On 12/28/23, 1/4/24, 1/11/24, 1/22/24, I repeatedly requested the money back with no response from them.On 2/7/24 and 2/13/24, I called the office and recorded the conversation where I was told the same message that my information has been forwarded to the *********** account team. I email the ********************************* the ******************************* and the ********************************** and only got this one message back. Hello ******* and ****, I hope you are well and safe. We definitely understand how upsetting it must have been for you due to this situation however, please know we are actively following up with our accounting team regarding your case. For further assistance, please contact ******************************** and they will respond to you in a timely manner. Thank you.I then sent a message to hello@rocketstay, repeating my complaint. I have not heard anything as of 2/21/24 at 3 PM.

  

  Business Response

  Date: 02/25/2024

  Hi *******,
  
  Thank you for reaching out to us at the Better Business Bureau! We sincerely apologize for the inconvenience caused by the delay in processing your security deposit refund. We fully recognize the importance of this refund to you, and it is our priority to ensure that all our guests have a seamless experience during their stay and even afterward. 
  
  As discussed during our phone conversation, we have identified that the issue with the refund stems from an unsuccessful transaction through the payment gateway used for Zelle refunds. While we are still investigating the cause of this issue, we acted promptly upon discovering it, reaching out to you immediately upon receiving your message here. We appreciate your patience and cooperation as we strive to resolve this matter.
  
  I want to express my gratitude for your time in speaking with us over the phone, and I am pleased to hear that you have received your security deposit in full. We acknowledge any oversight on our part and view this as an opportunity to enhance our processes to ensure the timely completion of all monetary transactions.
  
  Once again, thank you for your understanding, and please do not hesitate to reach out if you have any further questions or concerns. You may contact us via email at ******************************** and via phone at ****************. 
  
  You will always have a home here in Miami & Fort Lauderdale, *******.
  
  Warm regards,
  *****

  Customer Answer

  Date: 02/26/2024

   
  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:09/08/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Jan 18, 2023 I booked 2 rooms, 1 night through Hotels.com for Broadway Suites Downtown by RocketStay for August *****, 2023. I was charged immediately for a total of $463.30 for both rooms. One week before our trip I sent a chat with Hotels.com to check in for the room (the check in instructions did not include how to get ahold of the property for check in). I was given ******************************** as the contact for check in for this reservation. I sent an email to ******************************** on Thursday, August 17, 2023 then followed up on Friday, August 18, 2023, and again on Sunday, August 20, 2023. I did not receive any response from Rocketstay. On Monday, August 21, 2023 I sent a chat to Hotels.com to see if they could get any response which they could not. During the chat I decided that it would be best for me to reserve a different hotel so that we would be guaranteed a place to stay for the night, there was 9 of us that were staying in the two rooms that were reserved and our flight got in around 9 pm and I did not want us being without a place to stay. I asked Hotels.com to see if they could get a refund since August 17th was the latest I could have cancelled to get a refund. The only reason that I cancelled the reservation was because they were non responsive and that I needed a place for me and 8 other people to stay. Hotels.com tried to contact them without success and stated that they had 72 hours to respond, at that point we would have already been in ***** and needed a place to stay. I received an email from Hotels.com on August 22, 2023 stating that they still had not heard from Rocketstay on the refund. I received a second email from Hotels.com stating they were unable to obtain approval after multiple tries. I feel that I have made every effort to get a hold of this property and because they did not respond, I was unable to stay at the accommodation that I had paid for. This was beyond my control and I feel I should be refunded the entire amount paid.

  

  Business Response

  Date: 09/08/2023

  Hi *****, good day!

  This is ****, **************** Manager from *************** Downtown by RocketStay. Thank you for reaching out to us here in Better Business Bureau and we are deeply sorry for the inconvenience this booking has caused you. This is not the experience we want any of our guests to have and we'll make sure to have this investigated well and resolved as quick as we could.

  Before anything else, please allow me to explain further the reservation you made through Hotels.com. Your Hotels.com booking is actually showing as an Expedia booking on our point-of-view since Hotels.com is a vendor of Expedia. In this case, Expedia is the vendee of *************** Downtown by RocketStay. We have been trying to reach out to you through Expedia to complete your pre-check-in requirement including your security deposit however, we have not heard anything back. Our last resort was to call Expedia and requested for them to contact you but according to Expedia, they were unable to contact you as well at that time. For more information, you may try to reach out to Hotels.com for them to explain their reservation system better.

  Anyhow, we also understand that you reached out to us via email and we are deeply sorry we have not seen your email that's why we were unable to respond. We have yet to check deeper as to why we have not received your email despite you sending it to the correct address of ********************************.

  As a resolution to your case, we will be approving the full refund for your 2 bookings. We will reach out to Expedia directly for them to process your refund. Since the booking was made from Expedia and the payment was made through Expedia, they will be the ones who will issue your refund. You may also contact Hotels.com to let them know about the refund and for them to communicate with Expedia as well about it. 

  We will also give you an update via email once Expedia responds to our refund request. By the way, should we contact you through *********************?

  Please don't hesitate to contact us via email at ******************************** or via phone at **************** if you have any further questions or concerns.

  Thank you for your patience and understanding as we resolve this matter.

   

  Best,

  ****

  **************** Manager - **********************

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20573836
  
  I am rejecting this response because:

  I was told by **** at rocketstay that I could get a full refund but I had to contact hotels.com for the refund. I just received a response from hotels.com stating they cannot process the refund even though I attached documents stating they would ***** the refund. Now Im getting the runaround and I need this to be resolved ASAP. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/13/2023

  Dear ***** ,

  I hope this message finds you well. I wanted to reach out to you regarding  our phone conversation today ****. Firstly, I want to express our sincere apologies for any inconvenience or frustration you may have experienced.
  

  I'm pleased to inform you that your refund request has been successfully processed, and the funds have been credited back to your account by hotels.com. ( I have attached back up)

  Please allow a few business days for the transaction to appear on your statement. We take customer concerns seriously and are committed to ensuring a positive experience for our guests.

  We appreciate your patience and understanding throughout this process, and we sincerely hope that this resolution has addressed your concerns satisfactorily. Your feedback is valuable to us as it helps us improve our services and prevent similar issues in the future.
  If you have any further questions or need assistance with anything else, please do not hesitate to reach out to our customer support team. We are here to assist you and ensure your future interactions with us are seamless and enjoyable.
  

  Thank you,

   

  **********;

  Customer Answer

  Date: 09/14/2023

   
  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:03/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a stay in one of their ***** locations with my credit card. When I arrived the location was unsafe, the window dressings were falling off, the couch was taped together, and there was no terrace or pool as stated when I booked the stay. I called to complain (I was not able to stay at the air bnb because it was not safe) and **** assured me he would refund half of my stay including the cleaning fee. I never received a refund and he is denying my request through my credit card. On top of it all, he had the audacity to email me asking me to rate them 5 stars in exchange for a free two night stay which is illegal.

  

  Business Response

  Date: 03/26/2023

  Dear **************,

  I am writing you this message in response to your BBB complaint.  First and foremost,  my apologies.  Rocketstay hosts tens of thousands of guests every year, but it seems from your complaint we failed you.  This is not the way we do business and not the way we expect our guests to be treated.   We are a locally owned and operated family hospitality company, and ensuring our guests are given the best service is one of our top priorities. 

  Regarding your refund, I have verified that ***** processed it the day he spoke with you.  It is important that you understand that the merchant of record is Expedia.com. You paid them, and they paid Rocketstay.  If you have yet to see your 100% full refund by now, I suggest you contact them to understand the timeline for receiving your refund.  I have again asked one of our team members to follow up with Expedia.com to ensure they have released your funds.  Should you wish, I would be happy to call them with you on the line to help resolve this matter if needed.  

  I would also like to offer you a two-night complementray  stay so that you can enjoy one of our properties in the future.
  
  
  Warm Regards,
  
  
  **********;

• Initial Complaint

  Date:09/06/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved a one night stay at "*********************** by RocketStay" through Hotels.com for September 3rd-4th. Upon paying for the room I received an email from RocketStay which provided a link to register prior to my arrival since there is no front lobby and they use a virtual check-in. I filled out the form (which included a picture of the front and back of my credit card, my id, and my face) and proceeded to drive to the property around 2:30 pm. On the drive there, a representative of the company reached out to me stating they were having issues charging my card for incidentals and wanted to confirm that the card I submitted on the form is valid, which I confirmed. She then stated that everything was okay, to proceed to the property, and that I will be receiving an email which will have the access code to get into the room. Upon arrival I still had not received an email and I contacted Hotels.com, who in turn called RocketStay. They said they were unable to process the card and to re-submit the registration form again, which I did. I then called RocketStay to ask about the next steps since I was already at the property, they said that my reservation had been cancelled since that morning. I called Hotels.com and they said it was not canceled and I called RocketStay again. She continued to say they canceled my reservation and let Hotels.com know. She also said that they are out of rooms and there's nothing they can do. I didn't receive any email from RocketStay, nor Hotels.com, stating my reservation was canceled and wasted the long drive to the property with my kids after someone from RocketStay literally advised me to proceed to the property. It was extremely stressful and inconsiderate, especially since I called my bank and they said there was never any attempt to process a charge on my card and that if they declined a charge they would alert me right away.

  

  Business Response

  Date: 09/06/2022

  I am sorry to hear that you were unable to stay. I'm looking over the notes.  I found the following  Unfortunately, the card you submitted for a deposit failed to authorize. Since we were not able to gain authorization, we were unable to accommodate you and your family. I also can verify that we spoke to Expedia.com and authorized a full refund on the date you were to check-in. If this refund has not yet been issued, we can contact Expedia.com on your behalf and make sure this is done. Once again, since we could not authorize your card for a deposit and you did not stay, we have approved a 100% refund. Since this happened over a holiday weekend, it might just take a few more days to see the refund from Expedia.com. I have asked our manager to call Expedia once again.com to ensure they are refunding you 100%. You can also contact Expia.com to confirm this information, or we would be happy to host a three-way call between our company, you and them.
  
  
  In addition, if you choose to stay with us again in the future, we would like to give you a one-night free stay voucher for the trouble you incurred.  It is the least we can do to make up for the situation.   We can be reached at ******************************** or ************

   

  Customer Answer

  Date: 09/09/2022

   
  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,
  
  *****************************