ComplaintsforRocket Travel, Inc.

• Initial Complaint

  09/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8/14/24 I booked a flight to **********, ** with ****************** Immediately after purchasing the flight online, an offer from AAdvantage Hotels (owned by Rocket Travel, Inc.) for a hotel at the "*******************************". I clicked on the offer and purchased a night at the hotel, assuming it was in **********, *************, as I had just booked a flight there. Almost immediately after booking the hotel, I find out the hotel is in *************. I immediately canceled the hotel, but they will not give me a refund; stating that they have a "no refund" policy. I believe this to be very "shady" and very misleading. I can see this happening often to others. I questioned the company why they would have an offer for a hotel in ************* with the name "Manchester" in it popping up when I just bought a ticket to **********, *************. The company did not have a good response to this. I don't want to see this happening to others, and I am out $152 dollars. I am not sure it anything can be done about this or not. My "Reference code" is *********. My hotel reservation is for the night of 9/9/24. I appreciate your time with this matter.

  Business response

  09/09/2024

  Dear ******,
  
  Thank you so much for your valuable time and kind patience. We are happy to assist you. We have reviewed your previous emails and contacted the hotel to dispute a refund on your behalf. Unfortunately, they have decided to enforce their strict non-refundable/non-amendable policy and are not willing to approve any refund.
  
  We understand that mistakes can happen. However, carefully reviewing all details before completing a reservation is a vital part of the booking process. While we are happy to advocate for an exception to non-refundable reservations, we are subject to the terms and conditions set by the hotels and are unable to override their decision. We are truly sorry to tell you we won't be able to release any type of refund. 
  
  Please feel free to reach out if you have any further questions or need additional assistance.
  
  Kind regards,
  *****************************
  Customer Loyalty Manager
  ******************** Concierge
  ************** (US & ******)
  ************** (International)
  
  

  Customer response

  09/12/2024

   
  Complaint: 22256480
  
  I am rejecting this response because: I believe you have the authority to grant me an exception to your "no refund policy" due to the misleading advertisement of a hotel not even in the country that my flight was in.  I believe and am asking for an exception.  I canceled within minutes of booking as well.
  
  Sincerely,
  
  ***************************

  Business response

  09/12/2024

  Dear ******,

  
  Thank you very much for your time and patience. We sincerely appreciate your response, and we are happy to assist you.
  We understand that you are seeking a refund for your reservation. While we acknowledge that mistakes can happen, we regret to inform you that, in this case, we are unable to process a refund. The hotel has declined any refund due to the non-refundable and non-amendable policy, which was agreed upon and signed at the time of booking.

  
  Please note that the city information was provided during the selection of your hotel in the search bar, whether you searched by hotel name or city name. For your reference, we have attached documents that outline how this information appeared during your booking process.
  Thank you again for your understanding.
  Kind regards,
  AAdvantage Hotels Concierge
  ************** (US & ******)
  ************** (US Toll Free)

  Customer response

  09/14/2024

   
  Complaint: 22256480
  
  I am rejecting this response because:

  I am not satisfied with the business's response to my complaint and request.  I believe this situation does not completely fit the business's "no refund" policy, as the booking was cancelled within minutes once it was clear that this hotel was not even in the same country of the hotel that was just booked.  If the business is going to stick with this "no refund" policy and keep stating that it is a "strict" policy, I would like to inform as many future customers as possible of the "shady" actions of popping up any hotels in any country, just because they have the same "name" as the airport the flight was booked.  With technology, there has to be a way to only show hotels in the same country, state, and even immediate airport locations.  Just because I booked a flight to "**********/**************", should not automate a pop up of a hotel deal in "**********" ***************  I again believe this to be a "shady" business practice and then to have a "strict no refund policy"; making sure that any "mistakes" made by customers are "non-refundable".  This business practice is questionable and "shady".  I will be alerting as many future customers as possible with posting my "reviews" of the company.  I realize that I am not getting a refund, but at least I can have my complaint/voice heard by as many future customers, so this does not happen to them.  I am again not satisfied with the business's response to my complaint and reject their response.  Thank you.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked via Rocketmiles like I have several times.I booked The Shelbourne Sonesta in *** reservation #********* checking in June *****th. I prepaid $607.17 and the booking included ****** miles to be awarded to my account within 14 days of checkout.Points never arrived I have tried many times to get them funded to my account. ********************** system shows that they were funded however they never showed up in my account. I have emailed and phoned many times to get this fixed with no resolution. I would like my 10K points and to never have to talk and remain on hold with their terrible customer service again.I have included a recent statement from Rocketmiles that the points never posted.

  Business response

  09/10/2024

  Hello *******, 
  
  I hope you are doing well. I wanted to update you on your inquiry regarding the missing ****** Rapid Rewards miles.
  
  After checking with our rewards team and your loyalty program (Southwest Rapid Rewards), we can confirm that the ****** miles you inquired about have already been posted to your account. According to the screenshot you shared of your rewards account history, the ****** miles with transaction date on March 1 is actually linked to your booking that entitled to earn this ****** miles.
  
  To clarify, while the actual posting date is in July after your check out date, the account history reflects the date the booking was created by you, which is why you see the 1 March date.
  
  For any further details or questions about your miles, please feel free to reach out to the ****************** team directly. Please note that they operate as a separate entity from us, and they will be able to assist you with any specific inquiries related to your Rapid Rewards account.
  
  Thank you for your understanding, and if you have any other questions, dont hesitate to ask.
  
  Kind regards, 
  Ain
  Manager
  Rocket Travel Concierge
  ************** (US & ******)
  ************** (International)

• Initial Complaint

  09/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  A hotel reservation was made at the ************** through a third party system of Rocket Travel (Alaska Hotels). The total was charged at $279.00 including all taxes and fees. Afterward and additional $183.66 in additional taxes and fees was charged by Hotel Montrose. Hotel claims these fees were not included and that I need to work out the issue with Rocket Travel (Alaska Hotels).

  Business response

  09/10/2024

  Dear *****,
  Thank you so much for your valuable time and kind patience. We are happy to assist you. Please note that many hotels charge a resort or amenity fee, which is collected directly by the hotel, and we are unable to manage these fees on their behalf.
  We escalated this situation to the hotel, and they informed us that the amenity fee of $157 was refunded to you on September 5th. The remaining charges of $220 on your account are for parking fees and food items (including room service). We sincerely apologize for any unexpected charges, but as these fees are for additional services at the hotel, we are unable to proceed with a refund.
  We hope this information helps clarify the situation. Please feel free to reach out if you have any further questions or concerns.
  Kind regards,
  *****************************
  Customer Loyalty Manager
  ******************** Concierge
  ************** (US & ******)
  ************** (International)

  Customer response

  09/18/2024

   
  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

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This institution is a buck-passing scam affiliated with the ***************** AAdvantage program. I booked a hotel for a night in the city I was flying to. A few hours before I was supposed to fly, ***************** canceled the flight and wasnt able to reschedule it until the next day. I immediately canceled the hotel room as I would not arrive that day. I provided proof of the flight cancellation, but was told that I could only request a refund.I waited a week for a response but did not receive one. When I called to follow up, the company had a record of my cancellation but had not initiated the refund request. The customer service *** put me on hold while she ostensibly contacted the hotel. After 15 minutes, the call dropped. She called me back and told me that the hotel insisted on holding fast to its policy of these bookings being non-refundable. I asked who should be responsible for me having to incur additional hotel costs in a different city based on the airline cancelling my flight she insisted that their company wasnt the airline and wasnt the hotel, and therefore had no obligation to me.

  Business response

  08/29/2024

  Hello *******,

  
  Thank you so much for your valuable time. We greatly appreciate your feedback, as your comments help us improve. We sincerely apologize for the inconvenience caused by your flight cancellation. We understand that this situation was beyond your control. However, we are subject to the hotel's decision in these circumstances.
  We would love to escalate this situation further on your behalf. However, we have received a chargeback dispute from your bank. When a chargeback dispute is initiated, your bank freezes all transactions in our system until their investigation is complete. Unfortunately, this means we are unable to take any further action until the investigation is concluded. We recommend following up directly with your bank regarding the refund.
  We hope this information clarifies the process for you. Please feel free to reach out if you have any further questions.
  Kind Regards,
  *****************************
  Customer Loyalty Manager
  ******************** Concierge
  ************** (US & ******)
  ************** (International)

• Initial Complaint

  08/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello I recently booked a car rental from rocket travel using my ***************** miles and cash to pay for it. I used ****** miles plus $100.58 was the total price of the car rental. The paperwork Rocket Travel sent me said it was inclusive of all taxes and fees and it was the grand total excluding security or credit card fees. When I arrive at *****, they charge me $****** Plus security deposit, but they returned all that except for the ******. When I first contacted rocket travel after paying the 190 it hertz they said they shouldnt have charged me more that I had prepaid and they would try to get my money back. After 10 back-and-forth, they now say that ***** will not return the money and that theres other service charges that they dont quote. This seems very deceptive to me when they stated on their paperwork, It is all inclusive of fees and service charges.. It makes it very difficult to compare prices when they can just throw service fees and other fees once youre there to pick up the car.

  Business response

  08/19/2024

  Dear *****,

  
  Thank you so much for contacting us. We are glad to assist you. This situation has been escalated to our CSI team ***************** Investigation) for a further review. We have performed a deep investigation into all circumstances involved in this situation. We offer our deepest apologies for the inconvenience you experienced when picking up your vehicle and encountering unexpected charges. We apologize for the inconvenience of these charges not being fully explained on your booking voucher. However, the prices we include on the voucher are only an estimated cost, as depending on the airport, these charges may vary slightly.

  
  In our eagerness to help, we have verified these charges and have decided to refund your account with the difference in price you received for this booking compared to the amount you were originally quoted ($100.58 USD). We noticed on the receipt you shared with us that you were charged $190.98 USD. We are releasing a refund to your account of $90.40 USD. Please be aware that while we refund your account immediately, depending on your banking institution, it may take up to 14 business days for the funds to show back in your account.

  
  We approved this refund as a goodwill gesture and for your loyalty. We hope this resolution is satisfactory for you. We remain at your disposal for any further queries you may have.

  
  Kind regards,

  
  *****************************;
  Customer Loyalty Manager
  ******************** Concierge 
  ************** (US & ******) 
  ************** (International)

  Customer response

  08/19/2024

   
  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

  08/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a hotel reservation using Alaska Airlines miles at the *********************************************************************. The booking was transacted by Rocket Travel, a ************************* The reservation number was *********. The value of the stay was ******* miles with an approximate value of $1400.The terms of the booking are extremely unfavorable to the customer -- requiring cancelation two days before the stay in order to get any sort of refund. One day before, due to a death in the family, I needed to cancel the booking.I contacted Rocket Travel, I was told "We regret to inform you that, unfortunately, we are unable to cancel your booking due to our strict cancellation policy. The details of the cancellation policy were provided in your booking confirmation. ********************** is happy to work on your behalf, but we are also subject to the terms the hotels have established and cannot override their decision. We sincerely regret that their response was not more favorable." I contacted the hotel, who told me that the reservation only showed up as canceled. They had received no compensation and could not give me credit toward a stay. I'm asking for a refund of the miles to my mileage account or a credit for a stay at the hotel. The complete forfeit of miles worth $1400 just because I needed to cancel one day in advance is unfair and unethical, and took several hours of hold time with Rocket Travel to come to this conclusion. Terrible company operating with terrible business practices.

  Business response

  08/16/2024

  Hello ****,
  Thank you very much for contacting us. We are pleased to assist you. We have received your previous request. We are very sorry to hear that the mother of one of the group members is ill. We have conducted an investigation with the hotel and our central reservations office to request a refund on your behalf.
  We have received a response from our central reservations office indicating that our request has been denied and that no refund can be granted. In our eagerness to help, we have re-escalated this request, emphasizing that it is a delicate situation involving a family member. We are currently waiting for a response to this second escalation. We kindly ask for 3-5 business days while we receive the response for this second escalation. We will inform you via email about the final resolution of this situation.
  We remain at your disposal for any further inquiries.
  Kind regards,
  *****************************
  Customer Loyalty Manager
  ******************** Concierge
  ************** (US & ******)
  ************** (International)

  Customer response

  08/20/2024

   
  Complaint: 22085357
  
  I am rejecting this response because:

  The hotel is willing to issue a refund for our room and also the room of our friends we were traveling with. I spoke to ****, the billing manager at the *********************************************** and ****************** who said he was willing to issue a refund, but that Rocket Travel works through Expedia, and he was unable to do so.
  The Expedia Reservation number -- which is what the Hotel receives from Expedia is Conf #*********.
  
  I believe that Rocket Travel is trying to hide behind either their own "central reservation office" which has denied this refund several times, but as their concierge is only talking to someone else at their own company, this response is meaningless.
  
  Sincerely,
  

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

  Business response

  08/23/2024

  Dear ****,
  
  Thank you for your valuable time and patience. We appreciate the opportunity to assist you.
  
  We have been diligently working on your previous refund request and have reached out to both the hotel and central reservations office to dispute the charge on your behalf. Unfortunately, despite our efforts, we have not received a refund from the hotel. The central reservations office has informed us that, due to a lack of supporting documentation, they are unable to escalate the matter further.
  
  We understand your need for a refund in this situation. However, we would like to remind you that your reservation was made under a strict non-refundable/non-amendable policy. In cases where a dispute is necessary (e.g., for health issues, flight cancellations, etc.), supporting documentation is required to initiate the process. While providing such documentation does not guarantee a favorable outcome, it significantly aids in the investigation.
  
  The terms and conditions of your booking, including the non-refundable policy, were provided by the hotel and central reservations office, and they were accepted during the booking process. We are truly sorry to let you know in this situation we won't be able to proceed with any type of refund. 
  
  Please feel free to reach out if you have any further questions or concerns. We are here to assist you.
  
  Kind regards,
  *****************************
  Customer Loyalty Manager
  ******************** Concierge
  ************** (US & ******)
  ************** (International)

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Overcharge of a hotel room rate. Have receipt from the hotel showing a different total charge and payment made in full. Rocket Travel refuses to submit any documentation whatsoever explaining how and why the feel they are justified/authorized to submit a charge our credit card for more than this amount. Refuse to escalate issue to a manager, refuse to provide ANY contact information for us to do so. Refuse to send a copy of the confirmation email - which we never received - showing what they say is the original higher agreed upon room rate (said it was not possible to send the email, although THEY CAN see the email and it has a higher rate). No explanation as to why they could not send a copy of the email, simply that "it is not possible". Refused to contact the hotel with us on the line - stated their phone system does not allow them to make outgoing phone calls!!! Interesting, since the first thing they ask is what is the best number to reach you so they can call you back if you get disconnected. One of countless lies we were told. We were blatantly lied to multiple times, placed on hold countless times for 5-20 minutes at a time while they "researched" the issue, and "disconnected" twice with of course no call back to us. Absolutely 0 resolution and complete and utter unwillingness to do anything whatsoever to assist with resolution after over 2 hours on the phone and getting "disconnected" 2 times. This is the worst company ever. Truly unbelievable how terrible they are. I have never encountered anything this bad. Utter failure of customer service with repeated lies, refusal to assist, and fraudulent charges submitted.

  Business response

  08/02/2024

  Dear ******,

  I would like to address regarding your complaint on the price discrepancy for your recent hotel booking with our platform.

  I understand your frustration with the difference between the room rate you were charged ($185.15) and the rate the hotel disclosed to you ($143.41). As an online travel platform, I want to provide you with a detailed explanation of how our pricing structure works, and why the rate you were charged may differ from the hotel's direct booking rate.
  
  As an online third-party booking platform, we have a special contracted rates with hotels. These contracted rates allow us to get commission for advertising the rooms, while at the same time we could offer our customers additional benefits, such as the ***** Southwest Rapid Rewards points you earned with your booking after your check out date.
  
  The rate you were charged is the price agreed upon prior to making the booking, which may be higher or lower than the hotel's direct booking rate. This is a standard practice in the online travel industry, as it enables us to provide a variety of services and benefits to our customers. 
  
  I understand your frustration with the price difference, and I want to be transparent about our policies. However, I am unable to provide a refund for the discrepancy, as this is how our business model operates. By booking through our platform, you gain access to these additional benefits, which contribute to the overall rate you were charged.
  
  Regarding the confirmation email that you claimed never received, our records indicate that it was sent to you after the booking was made. The manager whom you spoke to few days ago had also resent the confirmation email to you as requested during the call with her.
  
  I have also reviewed the interactions with our team, and I believe that the said manager provided a thorough explanation of the situation. Unfortunately, you were still unhappy and insisted on speaking with another manager, which was unnecessary given the information that had already been provided.
  
  I hope this email has helped to clarify the situation and the reasoning behind our pricing and policies. If you have any further questions or concerns, please do not hesitate to reach out to me directly by replying to my email that was sent separately.
  
  Kind regards, 
  Ain
  Manager
  Rocket Travel Concierge
  ************** (US & ******)
  ************** (International)

  Customer response

  08/02/2024

   
  Complaint: 22076863
  
  I am rejecting this response because:

   

  There are even MORE lies in this response.  

  
  

  1.  The statement that the rate that we were charged is the price agreed upon prior to making the booking is inaccurate.  Furthermore, Rocket Travel has refused to provide any documentation backing their claim that $185 was the agreed upon room rate.

  2.  We did NOT book directly with the hotel, so the assertion that the rate that we were charged may be higher than the hotel's direct booking rate is meaningless and inaccurate.  

  3.  NOWHERE on the site does it indicate that the customer will incur additional charges for "commission for advertising the rooms" above and beyond the price indicated on the reservation site

  4.  Rocket Travel asserts that a confirmation email was sent, but refuses (stating they are "unable") to resend a copy of the original confirmation email.  However, the representative was able and more than happy to send a new email while we were on the phone with her.  However, the new email would reflect the current date (date of the phone call) and would reflect the room rates on that day, not on the day that we stayed at the hotel and unrelated to the rate that was indicated on their site on the date that we made the reservation.  She refused to provide any explanation as to why she could not send a copy of the original confirmation email, just repeated over and over again that she was "sorry, but it is not possible".

  5.  The response indicates that it was "unnecessary" for us to speak with a manager.  We requested COUNTLESS times to be transferred or given contact information for a manager, and that request was flatly refused.   We made it very clear that we were completely unsatisfied with the utter lack of any resolution to our concerns, and the request to speak with a manager was absolutely within reason.  It is highly inappropriate for a representative to determine whether or not a discussion with a manager is "necessary".

  6.  The response indicates that the representative resent the confirmation email as requested during the call with her.  As indicated above, that is absolutely, positively, ,100% a LIE.  She refused MULTIPLE times to do so. I would love to see them produce a copy of this email that they state they sent.  
  
  Sincerely,
  
  *****************************

  Business response

  08/08/2024

  Dear ******,
  
  Thank you again for your detailed feedback regarding my previous response. I would like to provide a more thorough response to your rejection.
  
  The statement that the rate you were charged is the price agreed upon prior to making the booking is accurate. As an Online Travel Agency (OTA), we have special contracted rates with hotels that can differ from their directly published rates. These contracted rates are the prices we agree to with the hotels, and are what we then display to customers during the booking process.
  
  The fact that you chose to book with us instead of directly with the hotel demonstrates that you wanted to take advantage of the benefits and convenience that booking through an OTA can provide, such as the ability to earn rewards points or miles. It is a common and well-established industry practice for OTAs to have rates that vary from the hotel's direct booking prices. This is how OTAs are able to offer value-added services and earn a commission on the bookings.
  
  It was not our fault or responsibility to explicitly state this industry practice on our website, as it is a widely understood concept among travelers. Customers who choose to book through an OTA generally do so with the understanding that the rate may differ from the hotel's direct price, in exchange for the added value and convenience we offer. The assertion that the rate you were charged may be higher than the hotel's direct booking rate is entirely relevant, as it speaks to the fundamental way OTAs operate. By booking through us, you were choosing to forgo the hotel's direct rate in exchange for the other benefits an OTA can provide. This is a trade-off that customers willingly make when they decide to book through an intermediary like ourselves instead of going directly to the hotel.
  
  Regarding your points about the confirmation email and receipts, these documents are generated automatically based on the booking details, and do not change the fundamental rate information that was presented to you prior to completing the booking. The rate shown in these communications is the same as what was agreed upon during the booking process, in line with our contracted rates with the hotel. I can see that 2 booking confirmation email was sent to you as per our record. one immediately after the booking was made, and a second one when you requested it during your previous call. Unfortunately, I am unable to share screenshots of our internal system, but I can assure you that the emails were sent as stated.
  
  Regarding your request to speak with a manager - I agree that it was inappropriate for the agent to determine whether that was "necessary." Customers should always have the option to escalate their concerns to a supervisor, and we clearly failed to accommodate that in this case due to limited headcounts for manager on duty to take your call. The agent should have promptly transferred the call or arrange a callback, regardless of their assessment of the situation. However I can see that the agent transferred the call and you were able to speak to one of the manager, but you still requesting for another manager.
  
  I understand your frustration with the price difference and the lack of resolution provided by our team. As a manager, I strive to provide a transparent and satisfactory experience for all of our customers. While I am unable to provide a refund for the discrepancy, as this is how our business model operates, I hope that I have been able to provide a more thorough and personalized explanation of the situation.
  
  If you have any further questions or concerns, please do not hesitate to reach out to me directly. I am committed to ensuring that your experience with our platform is a positive one.
  
  Kind regards, 
  Ain
  Manager
  Rocket Travel Concierge
  ************** (US & ******)
  ************** (International)

  Customer response

  08/08/2024

   
  Complaint: 22076863
  
  I am rejecting this response because:

   

  I find it incomprehensible that you continue to assert that we agreed to a room rate higher than what was posted on YOUR website, yet you continue to refuse to offer any proof of your claim.  Instead, you come up with ridiculous statements and, incredibly, even more lies.  You state in your response "I can see that 2 booking confirmation email was sent to you as per our record. one immediately after the booking was made, and a second one when you requested it during your previous call. Unfortunately, I am unable to share screenshots of our internal system, but I can assure you that the emails were sent as stated".   The representative absolutely, positively, ********* refused repeatedly and on multiple occasions after multiple requests to send a copy of the confirmation email.  She stated repeatedly that it was "not possible" to send a copy of the confirmation either via email, screen share, regular mail, or ANY other means. Her only response was that it was "not possible".   One of MANY lies that we were told.   I also find it utterly incomprehensible that this entire incident could be resolved immediately if you would provide us with a copy of the email that shows this higher room rate that you insist that we agreed upon.  You claim in your response that you "can assure you that the emails were sent as stated".  Okay, then in spite of the obvious lies that we were told that the email couldn't be resent, it clearly CAN be resent.  So, how about you send it again!  Yet you refuse to "resend" it to us!  The fact that you refuse to do so is really all that needs to be said.  You are LYING, you have NO PROOF of this agreement.   And of course, the reason you refuse to provide this proof is because you know, and we know, that it does not exist.  You charged our credit card an amount that is higher than the agreed upon amount and higher than you were authorized to charge on our card.  This is known as FRAUD.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a hotel online using the Rocketmiles website (order #*********). The purchase included a $40 Amazon gift card, which I have yet to receive. It's been over two months, and I've contacted Rocketmiles four times to request an update on my gift card and have not received a response. Please help. Thank you.

  Business response

  07/31/2024

  Dear *****,
  Thank you so much for your valuable time. We are glad to assist you. We have been working to have your Amazon gift card posted to your account and have completed our investigation. Please trust that this is not the service experience we aim to provide. In this digital era, system issues can occasionally arise. However, we were able to retrieve your Amazon gift card for you. Please check your emails since the Giftcardwas sent to your email. 

  If you have any questions or doubts, please let us know. We are happy to assist you and remain at your disposal for any further queries you may have.
  Kind regards,
  *****************************
  Customer Loyalty Manager
  ******************** Concierge
  ************** (US & ******)
  ************** (International)
  

  
  

• Initial Complaint

  07/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Customers on aadvantagehotels.com can use a filter to find hotels that meet their needs, such as pet-friendly accommodations. On most hotel search websites, choosing pet-friendly filters out any hotels that do not allow animals. But Rocket Travel, a third party that operates the website, has told me via email that the filter "prioritizes pet-friendly hotels while still displaying other available options in the area."This is problematic, and it becomes even more so when using the map view, because there's nothing to indicate the priority of one hotel over another.On June 18, 2024, I filtered for pet-friendly hotels, and the map view showed the DoubleTree by ********************************************************, but it does not allow pets. I didn't realize this until the day I was supposed to check in, after the deadline to cancel the hotel for a full refund had passed. I booked another hotel on aadvantagehotels.com as a sign of good faith, in hopes I would be refunded because of the filtering issue.Rocket Travel contends that this is "the way the filter is designed to operate" and it is "functioning as intended," not a "technical failure." But it is a UX failure that results in customers selecting hotels that don't meet their needs. *********** says it's the customer's responsibility to review hotel policies, even when using the filtering tools. But without language on the website to indicate this, a customer wouldn't reasonably assume a pet-friendly filter displays hotels that don't allow pets.Rocket offered to refund 50% of the total amount paid as a "gesture of goodwill." *********** threatened that if I filed a complaint, it would not provide any refund because "it would not be fair to our company."Rather than accept 50%, I believe the company should refund me the full amount, but my primary reason for filing a complaint is to make other customers aware of the filtering issue. If ******************** doesn't change it, perhaps American Airlines should contract with a different third party.

  Business response

  08/01/2024

  Dear *****,

  I am writing in response to your complaint filed with the Better Business Bureau (BBB) regarding your recent booking with our company.
  
  To provide some background, you had booked a hotel stay through our website and used the pet-friendly filter during the booking process. However,  you found that the property was not actually pet-friendly and you requested cancellation with full refund. Unfortunately the hotel has denied the request due to the request has been made after the booking policy become non-refundable.
  
  When I first received an escalation regarding this issue, I thoroughly reviewed the details of your case and consulted our technical team. They advised me that the issue you encountered was not due to a technical failure on our end. As I explained previously, our website's pet-friendly filter is functioning as intended - it prioritizes pet-friendly hotels while still displaying other available options in the area.
  
  The responsibility in this case lies with the customer to carefully review the hotel policies and details, even when using the filtering tools we provide, especially when you yourself noticed that the website show same number of hotels even after the filter option was used. Our website is designed to present information, but the final decision on suitability should be made by the customer.
  
  Additionally, you chose not to cancel the booking when it was still refundable, and the delay in taking action has contributed to the current situation. While I understand your frustration, I do not believe this was a technical failure on our part.
  
  After careful consideration, I offered you a 50% refund as a gesture of goodwill, to acknowledge the inconvenience you experienced. However, you have been unwilling to accept this offer and have insisted on a full refund.
  
  In my final response to you, I reiterated that I am unable to provide a full refund, as I do not believe the issue was due to a technical failure on our part. The 50% refund offer remains available, as I believe it is a reasonable resolution given the circumstances.
  
  I hope you can understand our position on this matter. If you have any other questions or concerns, please feel free to let me know, and I will do my best to assist you further.
  
  Kind regards, 
  Ain
  Manager
  Rocket Travel Concierge
  ************** (US & ******)
  ************** (International)

   

  Customer response

  08/02/2024

   
  Complaint: 22061872
  
  I am rejecting this response because I disagree with the companys contention that there isnt anything wrong with their websites filtering tool. 
  
  Sincerely,
  
  *************************

  Business response

  08/06/2024

  Dear *****,

  I am writing to address your rejection to our previous resolution offered.
  
  I've again carefully reviewed the information you provided initially when you contacted us, including the video you sent us showing your search process on our website. After a thorough analysis, I want to reiterate my stance on this matter and explain my decision in more detail.
  
  Based on the video, I can see that when you used the maps feature to display hotels in the area, the initial number of available hotels shown was 47. When you then applied the pet-friendly filter, the number of hotels displayed on the map remained at 47. This is because the filter function is designed to prioritize and display pet-friendly hotels at the top of the list, rather than reducing the overall number of hotels shown.
  
  The issue here appears to be that, since you used the maps view to search for hotels, you were not able to see the reordering of the hotels caused by the pet-friendly filter. Instead, you selected a hotel that was not actually pet-friendly, despite the filter being applied.
  
  I understand this functionality may have been confusing, and I appreciate you taking the time to provide the video to help me better understand your perspective. It's clear that the way our website handles the pet-friendly filter in the maps view was not intuitive for you.
  
  Due to that, we are willing to offer you a 50% refund for the booking. While I don't believe the issue was solely due to a technical failure on our part, I recognize that the user experience could have been improved. At the same time, I cannot provide a full refund, as you did have the option to cancel the booking when it was still refundable, and you waited until the last minute to do so.
  
  I hope you can understand my position on this matter. We take customer satisfaction very seriously, and I believe the 50% refund offer is a reasonable compromise given the circumstances. Please let me know if you have any other questions or concerns, and I'll be happy to discuss this further with you.
  
  Thank you for your time and consideration.

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

  Customer response

  08/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I appreciate that the business is willing to admit that the functionality of the filtering tool can be confusing and not intuitive, for some users, and I realize that accepting their response is the only way to resolve the complaint. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July 2024, I made a hotel reservation for November 2024 but inadvertently selected the wrong check out date. I called back within the hour and the representative told me that the reservation was non-refundable and I would lose my entire deposit. I tried working with them but was told there was nothing they could do.

  Business response

  07/30/2024

  Hello,
  
  Thank you for reaching out.
  
  Unfortunately, we were unable to locate the mentioned reservation in our system. We would like to remind you that we offer two types of reservations: refundable and non-refundable.
  
  If your reservation is refundable, you can proceed to cancel it and rebook with the correct dates. However, if the reservation is non-refundable, we are unable to modify or cancel it due to the cancellation policy associated with such bookings. If you'd like, please provide the confirmation number so we can further investigate for you.
  
  If you have any further questions or need assistance with another matter, please feel free to contact us.
  
  Kind regards,
  
  ***********************; 
  Customer Loyalty Manager  

  Customer response

  07/31/2024

   
  Complaint: 22052050
  
  I am rejecting this response because:

  The reservation was made through Citi Travel which is operated by Rocket Travel.  Rocket Travel claims they do not have the ability to cancel non-refundable reservations even when inadvertent but that is simply not true.  They have the ability to do so and I called Rocket Travel within the hour to correct my error.  The reservation was made for several months in the future so they had ample time to find another customer for the one day that was inadvertently booked.  I was planning on rebooking for the correct days right away but they used their draconian cancellation policies to claim they could not issue a refund.
  
  Sincerely,
  
  *********************

  Business response

  08/12/2024

  Hello *******,

  We are so sorry to hear that your experience with our company has not met your expectations. Customer satisfaction is our top priority, and I am truly sorry that wasn't demonstrated to you.
  
  Wed love the opportunity to regain your trust. I have reached out to our booking partner to look into the situation further as we heavily rely on the Hotel for approval when it comes to cancellation however, we do have to inform you that this cancellation is not guaranteed in any way.
  
  It is as per the property's policy, any cancellation/amendment will be charged the full amount and no refund will be given. These terms and conditions are stated on the website and can also be found on your confirmation email. Please note that Rocket Travel follows the policy given by the property and thus, cannot cancel/amend it.
  
  We regret to inform you that despite our numerous attempts to have the cancellation fee waived, the request was denied due to the cancellation policy. At this time, your original booking remains as is until/unless the property allows a free cancellation. Kindly note that the 24 hour cancellation law is for hotels based in ********** only. As your reservation is made for a stay in ********, the rule does not apply.
  
  Once again, we do apologize for the inconvenience caused. Please let us know if there is anything we can do further to remedy the situation for you.

   

  Kindest Regards,
  
  *************************
  Manager
  RocketTravel Concierge
  ************** (US & ******)
  ************** (International)

  Customer response

  08/14/2024

   
  Complaint: 22052050
  
  I am rejecting this response because:

  There are always exceptions to the general policy.  Holding customers responsible for inadvertent bookings is unacceptable, especially  when the error was identified quickly.  You have a choice to side with the customer or the supplier and you have chosen to side with the supplier and maintain your draconian cancellation policy.  No customer should have to deal with this and this should be illegal.
  
  Sincerely,
  
  *********************

*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. ↩