Complaints

This profile includes complaints for Rocket Travel, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Rocket Travel, Inc.

  641 W Lake St Ste 102 Chicago, IL 60661-1056

• 

  Rocketmiles

  Unknown Saint Petersburg, FL 33710

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:07/01/2025

  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 hotel stay through AAdvantage Hotels/Rocket travel by *****. On the afternoon of my last night, I needed to check out early. I called and spent time online with the service number listed on AAdvantage Hotels. The woman told me that I could only get a refund for the last night if the hotel agreed. And they said that the hotel said no but I could go down and try myself. I went and spoke with the general manager who was incredibly kind. She agreed to refund me. I called the AAdvantage number back, spent over a half hour (the majority of which on hold) to tell them that the hotel agreed to the refund. It has now been 11 days and I have not received a response to any of my emails (each one says to allow 48 hours). I also spent over an hour back and forth on hold today. They basically said the approval team hasnt responded and they kept passing me off and putting me on hold. I have no money back and no answers. 

  Business Response

  Date: 07/03/2025

  Dear partner,

   

  Thank you for contacting **************************************

   

  1. We confirm the cancellation of the reservation for our mutual guest, **** ***** (Booking ID: **********, free of charge.
  2. We would also like to clarify the second part of your message. Kindly note that ******* ***** did not stay with us, and we were unable to locate any reservation under her name in our system. Upon reviewing the link provided, the details appear to pertain to The Crockett Hotel in ******

   

  

   

  Please let us know if you need any further assistance.

   

  Warm regards,

  ****** ****

  Reservations Manager

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

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

  *********, FL 33019

  Tel: *************

  

   

   

   

   

   

   

   

   

  From: Agoda **************** <*************************>
  Sent: Wednesday, July 2, 2025 9:49 PM
  To: ***************************************************************************************
  Cc: ***************************************************; ****** **** <**********************>; ******* ********* <***************************>; ****** **** <**********************>
  Subject: RE: You have a New Message from BBB Serving ******* and ***************** Complaint #********

   

  CAUTION: This is an external email and the sender may not be who they claim it is. Do not click links or open attachments unless you recognize the sender and know the content is safe.

   

  ******************************************, Greetings from Agoda! With reference booking ID ********* as detailed below: Customer First Name: **** Customer Last Name: ***** Customer Nationality: ************************ Arrival: August 8, 2025 Departure: August 9, 2025 Hotel: ************************************* City: ********* (**) Country/Region: ************* We hope you're well. We would like to request a cancellation without charges for a reservation due to an error in the number of guests entered at the time of booking. We kindly ask for your consideration in this matter. We appreciate your understanding and hope for a favorable response. Should you require any further details, please do not hesitate to reach out. Regards, Agoda Customer Experience Group *For security purposes, please do not send us your credit card details via email *Agoda.comwill only accept credit card details via the phone or our secure link This email was sent by ***********************, ************************************************************* This email is generative AI assisted. To learn more about how we responsibly deploy generative AI tools, please see our privacy notices forpartnersorcustomers

  Customer Answer

  Date: 07/03/2025

   
  Complaint: 23544713
  
  I am rejecting this response because I am not that man. They found my reservation in their system. I want a refund.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 07/09/2025

  Dear Partner,

  This case is resolved from our end and the customer has been informed the same please find below summary and resolution:

  20 June 2025:

  The customer contacted us to request for the 1 Night refund as the guest wants to check out early and instead of staying for 3 nights, the customer request to stay for 2 nights and check out the 3rd night. His check was 18 June 2025 to 21 June 2025. Since the booking had our supplier in between hotel and us, we contacted them instead of the hotel but they rejected due to the strict cancellation policy.

  2 July 2025:

  The customer had contacted us again informing that the hotel allowed for the 1 night refund. We reached out to our supplier and were advised to wait ***** hours for update on refund as they need to negotiate with the hotel first.

  4 July 2025:

  Our supplier had advised to us that the hotel have allowed for the refund for 1 night and from our end we had processed the refund for 1 night with the amount of USD ****** back to the customer credit card but our agents have failed to inform the customer that refund has been processed and it will take within ************************************************** customer account.

  10 July 2025:

  We received your email on this complain and had tried to contact the customer 3 times but were unable to reach the customer. However, I have sent an email to customer directly to inform on the refund processed and further advised on the refund timeframe of 30 business days.

  Hope this clarifies everything and have a nice day ahead.

  Thank you for your understanding.

  Kind Regards,

  Haziq
  Customer Satisfaction and Incidents Team
  Rocket Travel Concierge
  ************** (US & ******)
  ************** (International)

• Initial Complaint

  Date:06/28/2025

  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.

  I booked a hotel room with my ***************** advantage points. While I was at the hotel, i departed early and the hotel agreed to refund me for my unused nights (4). Rocket Travel is withholding the partially refunded amount from the hotel. It is my opinion that the partially refunded value does not belong to the agency; it belongs to the customer whose stay was shortened and whose funds were returned.Rocket Travel said "we can only refund the points if the hotel grants a full refund. According to the hotels policy, a full refund can only be approved for specific emergency reasons. In your case, the hotel was not able to grant a full refund, and as such, we are unfortunately unable to process even a partial refund of the points."

  Business Response

  Date: 07/18/2025

  Dear *******,
  
  My name is Ain, and I am a manager with the Customer Satisfaction and Incident Team at ****************** First and foremost, I want to sincerely apologize for the frustration and inconvenience you have experienced. I understand how important this matter is to you, and I appreciate the time you have taken to share your concerns.

  After a thorough review of your case, I can confirm the following details:

  -Your original check-out date was May 18, 2025, but you departed early on May 14, 2025.

  -The hotel agreed to refund the unused nights of your stay.Your booking was made using a full AAdvantage miles redemption.

  -Due to system limitations, we are unable to process partial refunds of miles, and bookings made with full miles redemption are strictly non-refundable as per the terms and conditions at the time of booking.

  
  I understand that this policy and the system limitations have caused significant frustration, especially since the hotel agreed to a partial refund. Please rest assured that I am personally taking over your case and will work to find a fair and satisfactory solution for you.

  To ensure we address your concerns directly and confidentially, I will also be reaching out to you via email. My goal is to discuss your situation in more detail and explore alternative options for compensation, as I want to make sure your experience is resolved in the best possible way.

  Thank you again for bringing this to our attention. Your satisfaction is very important to us, and I am committed to resolving this matter for you. If you have any additional information or preferences, please feel free to share them in your reply or via email once I reach out.

  
  Kind regards,
  Ain
  Customer Satisfaction and Incident Team
  Rocket Travel Concierge
  ************** (US & ******)
  ************** (International)

• Initial Complaint

  Date:06/27/2025

  Type:Service or Repair 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.

  June 23rd booked a flight and 3 nights in hotel through southwest website. Was unable to book a rental car due to storm damage in **********. I immediately canceled in less than 1 hour the flight and hotel. The flights canceled and hotel canceled. Then was emailed and told it was not refundable. This is BS! I reached out and tried to talk them kept getting put on hold then the call disconnected. I have emailed and no resolution other than it is non refundable.

  Business Response

  Date: 07/17/2025

  First and foremost, please accept our sincere apologies for the delayed response to your inquiry regarding the formal complaint submitted by ****** ****** about their recent booking experience.

  We understand the customers disappointment at not receiving a refund after canceling their booking within one hour of creation. However, we would like to clarify that the booking in question was made under a nonrefundable policy. This policy is clearly stated in the customers confirmation email as follows:
  "This booking is nonrefundable. Immediately upon confirmation, this booking is nonrefundable and cannot be changed or canceled, to the extent permitted by law." We have attached a screenshot of the same cancellation policy as reflected from the customer's end.

  Despite the non-refundable nature of the reservation, we made every effort to assist the customer by reaching out to the property to request an exception. Unfortunately, the hotel was unable to accommodate this request and denied the possibility of a refund.

  We also wish to note that the reason provided for the cancellation; being unable to book a rental car is not a circumstance that qualifies for a free cancellation under the terms of the booking or industry standards. Such situations are not considered grounds for exceptions to the nonrefundable policy.

  We regret any inconvenience this has caused and appreciate the opportunity to clarify our position.

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23526752
  
  I am rejecting this response because:
  
  I booked the entire trip on southwest website. I did not receive the ****************** miles, did not get the option to move or reschedule anything. Its deceptive to say the least and the last time I will do buisness with you.  But hey you got your money and thats all that matters to you I guess.  Very dissatisfied with the lack of customer service.  The cancellation was totally out of my control. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 07/22/2025

  Dear ****** ****** and Better Business Bureau,

  Thank you for sharing your concerns. We regret that your recent experience did not meet your expectations.
  We would like to clarify that our cancellation and refund policies, as well as information regarding airline miles eligibility, are provided during the booking process. In this case, the booking was cancelled by the customer shortly after it was made, due to difficulty securing a rental car. While we understand this situation was disappointing, cancellations for this reason do not qualify for a refund under our policy.

  
  Regarding the ****************** miles, these were not awarded because the booking was cancelled immediately after purchase. Miles are only credited for completed, eligible travel. Additionally, once a booking is cancelled by the customer, we are unable to change the booking status in our system.

  
  We apologize for any inconvenience this has caused. Our policies are designed to ensure consistency for all customers, and we must adhere to them in this instance.

  
  Thank you for understanding and patience.

  Kind regards,
  Syiqin
  Customer Satisfaction and Incident Team
  Rocket Travel Concierge
  ************** (US & ******)
  ************** (International)

   

• Initial Complaint

  Date:06/17/2025

  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.

  I am writing to formally file a complaint against Rocketmiles for refusing to issue a refund for a booking I made, despite my multiple requests and the hotel in question confirming they authorized the refund. I am seeking your assistance in resolving this matter and holding Rocketmiles accountable for their actions.I initially requested a refund from Rocketmiles. After submitting my request, Rocketmiles launched an investigation, which I believe was a sham as the company failed to reach out to the hotel despite being given ample contact information. The hotel has since confirmed they never received any inquiry from Rocketmiles and, in fact, they approved the refund directly on their end.Despite this, Rocketmiles continues to refuse to process the refund, citing their own internal policy as a reason, which is in direct contradiction to the hotels *************** of now, I am requesting a full refund of $372.96, as it is clear that the refund was approved by the hotel, and Rocketmiles refusal to honor this is not only unjust but also misleading and unprofessional.I have attempted to resolve this matter directly with Rocketmiles multiple times without success. Therefore, I am escalating this issue to the Better Business Bureau and am also considering further action if the matter is not resolved promptly.Please find attached the relevant correspondence between myself and Rocketmiles, as well as the confirmation from the hotel. I trust the BBB will investigate this matter thoroughly and take the appropriate steps to ensure Rocketmiles complies with fair business practices.I look forward to your assistance in obtaining a resolution to this matter.

  Business Response

  Date: 06/20/2025

  Hi ********,
  
  Thank you for your time and patience as we worked to resolve your refund request. We sincerely apologize for any inconvenience you experienced with this booking. We appreciate your understanding and willingness to collaborate with us on this matter, especially by providing written proof from the central reservation office.
  Please not that we must received a written confirmation trough our system before proceeding any type of refund. 
  We're happy to report that we've received a positive response from the central reservation office. They've reviewed the information you provided and have approved a full refund for your reservation.
  
  Typically, cancellations for this type of reservation incur a $25 processing fee. However, as a gesture of goodwill, we have waived this fee for you.
  
  We hope this clarifies the situation. Please don't hesitate to reach out if you have any further questions.
  
  Kind regards,
  
  Rocketmiles Concierge
  Loyalty Manager Concierge
  ********* *. 
  ************** (US & ******)
  ************** (International)
  
  

  Customer Answer

  Date: 06/23/2025

   
  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:05/27/2025

  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.

  I booked a reservation through AAdvantage Hotels which I understood as non-refundable but upon my confirmation I was informed by my Japanese colleague the hotel was too far from the intended destination. I immediately tried to cancel and was operating under the assumption that Aadvantage Hotel/Agoda/Rocket Mile were working in good faith to help me. I immediately receive an email denying all refunds and not given any options for recourse. I had a long email conversations with support which they kept assuring me they would try to help. I contacted the hotel and they told me they have not received any funds and are willing to refund but I have to go through the booking platform. The support team has been giving me canned responses without any options although they claim they will try to work with me. They have simply been denying me any options.I understand it was my error but I since the booking cannot be used I stand to lose this great sum of money without anything in return. I have been using this platform and this is my first issue. I have requested that if a cash refund or credit cannot be issued than at least deposit the associated miles into my account so that I am not left with nothing. No one is helping or understanding my plight. Mistakes happens and I'm asking for leniency or work with me on finding an agreeable solution. The support team is not working with me and I'd like to work through the proper channels to resolve this. Please consider alternative resolutions with me. The booking platform told me I had to cancel first before they can help me with refund which turns out to be misleading. Once I canceled through the platform they immediately denied my refund. Thy acted in bad faith so now I am trying to find other avenues to rectify.

  Business Response

  Date: 05/28/2025

  Hi ****,
  
  First of all, we thank you for your preference and loyalty in choosing us to make your reservation. We received a notification from the Better Business Bureau regarding a review of 868621038.

  I understand your frustration and regret any inconvenience or distress this situation has caused. I genuinely empathize with your situation, specially given that this is your first issue after being a loyal customer. I appreciate you bringing  your concerns to our attention and explaining the circumstances surrounding the cancellation.
  
  Upon reviewing your case, I must unfortunately confirm that the full fees for this non-refundable booking were applied. Similarly, these bookings are not eligible for credits due to the policy nature.
  
  I understand this is not the outcome you hoped for, however, I am pleased to inform that the 8500 miles associated with this reservation will be credited to your account. Please allow 1-2 weeks after the check-out date to appear in your reward activity.
  
  We value your business and hope that this resolution, while not a full refund, provides you some relief. 

  Kind regards, 
  
  ******* ******
  Customer Loyalty Manager
  AAdvantage Hotels 
  ************** (US & ******) 
  ************** (US Toll Free)

   

  Customer Answer

  Date: 05/30/2025

   
  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,
  
  **** Vy

• Initial Complaint

  Date:05/21/2025

  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.

  I booked a hotel reservation through ***************** aka Rocket Travel. The hotel was marketed with an indoor pool which was the sole reason we chose this hotel. I found out that the pool is out of service until August and requested a cancellation well in advance. ************ confirmed they would issue a refund in writing as they understand that what I paid for they cannot offer. Rocket travel is refusing the return my funds

  Business Response

  Date: 05/29/2025

  Hi *****,
  
  First of all, we thank you for your preference and loyalty in choosing us to make your reservation. We received a notification from the Better Business Bureau regarding a review of 851147670.
  
  After a careful review of your case regarding your initial report and the subsequent actions taken, it has been resolved to process today the full refund to the original method of payment. It may take 7-14 days to be reflected, depending on your bank's processing time.
  
  We hope this resolution is to your satisfaction. Please accept our deepest apologies for any concern caused. Should you require further assistance, do not hesitate to contact us.
  
  Kind regards, 
  
  ******* ******
  Customer Loyalty Manager
  AAdvantage Hotels 
  ************** (US & ******) 
  ************** (US Toll Free)

  Customer Answer

  Date: 05/30/2025

   
  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:05/17/2025

  Type:Billing 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 hotel on Citi travel portal (aka Rocket Travel, **** on 3/27/2025 for the below Booking ID ********* as detailed below:Hotel: MONday Apart Premium ***************/Country or Region: *****/***** Arrival: August 18, 2025 Departure: August 21, 2025 2 adults and 2 children under 12 The payment is as below:1 room(s) x 3 night(s)USD ****** Taxes And Fees USD ****** The tax and fee s/b ***** which is 10% under Japan. I talked to citi travel on 5/14/25 (************). First she confirmed there was no service charges and this is an error on the taxes to be collected. Then on 5/17, I got an email from them saying the ****** is the service charge. pls see the screenshot I took on the booking page on 5/17 showing the taxes is 10% on citi portal. I dont know why they overcharged me in march 25. I was not aware of any service charges or agreed with such charge during the booking. The only thing i can guess is that I was using miles for the booking but again, there was nowhere in writing indicating that with miles, you have to pay service charges and the service charges were not even disclosed anywhere with an amount. I have called and emailed citi travel via ************ and ******************************************* but they have been contradicting themselves and giving me different versions of responses which none of them makes sense. Please investigate this matter and practice that overcharges a hidden fee under their so-called "taxes". thank you

  Business Response

  Date: 05/19/2025

  Dear Customer,
  
  Thank you for reaching out to us about your recent booking. We truly understand how frustrating it can be to encounter discrepancies in pricing, and we want to sincerely apologize for any confusion or inconvenience this situation may have caused you.
  
  I want you to know that we take your concerns seriously. We have escalated your case to our technical team for a thorough review of the tax issues you mentioned. It's not uncommon for prices on our website to differ from those provided by the hotel, and sometimes additional fees can arise during booking or may be charged directly by the property.
  
  From the screenshots you provided, it seems there may have been some misunderstanding regarding the taxes and fees related to your booking. Please rest assured that we are actively investigating this matter and will keep you updated within the next ***** hours.
  
  Thank you for your patience and understanding as we work to resolve this issue. We appreciate your trust in us and are committed to ensuring your experience is a positive one.
  
  Warm regards,
  Escalations Team

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23343782
  
  I am rejecting this response because it says they are investigating and need additional time
  
  Sincerely,
  
  Maple ****

  Business Response

  Date: 05/21/2025

  Dear Customer,
  
  I want to sincerely apologize for the delay in addressing your concerns. We understand how important this matter is to you, and we truly appreciate your patience.
  
  After confirming with our tech team, we found that the fees shown on your booking are indeed a service charge, which varies depending on the base booking amount. We recognize that there was some miscommunication from our assisting agent, and we deeply regret any confusion this may have caused.
  
  To make things right, we are more than happy to reimburse the extra fees you incurred. The total amount for the service charge is $171.84, or ****** ThankYou points. 
  
  Please let us know if you would like us to proceed with the reimbursement and process the points back to your account. We are here to help and ensure you have a positive experience moving forward.
  
  Thank you for your understanding, and we look forward to resolving this for you soon.
  

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23343782
  
  I am rejecting this response because the vendor needs a reply to process the refund. Please let them know to go ahead with issuing me a refund. Thanks
  
  Sincerely,
  
  Maple ****

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair 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.

  Booked a hotel on 4/20/25 for *******, IL JW marriot for a 3 day stay starting 7/3/2025 using the ***************** portal. The stay was listed as refundable when I booked. I later realized the event I was attending was not near the hotel I had booked. They now claim it was not refundable at all and not only can I not even use the reservation I no longer need but they are keeping the $986 I paid. I have called the hotel directly and the number listed for the AAdvantage Hotel portal. (Run by rocket travel). No one wants to help.

  Business Response

  Date: 05/21/2025

  Hi ****,
  
  First of all, we thank you for your preference and loyalty in choosing us to make your reservation. We received a notification from the Better Business Bureau regarding a review of 856133098.
  
  I am sorry to hear that the hotel's location did not meet your travel plans. I understand this can be frustrating, especially when you indicate that your hotel booking was listed as refundable but confirmed with a policy that does not allow refunds.
  
  I have personally verified your case, as we are committed to transparency and your report called our attention. During our verification process, our IT department carried out a validation of your session to investigate the logs and the information displayed at the time of booking. It was found that this reservation was created as non-refundable, and there were no system glitches that may have led to an error in changing the policy. Please be assured that had any error been found, we would have gladly refunded this reservation.
  
  For now, our processes have been interrupted since your bank has been involved. While this is a department that has a high level of management, we are not above the team that deals with external entities, including financial institutions. That said, we can only wait for your bank to make the final ruling. Unfortunately, we do not have a time estimate for these cases, and we recommend you wait for updates from your bank.
  
  We remain at your service, but we emphasize that for the time being, your bank is in charge of the process.
  
  Kind regards, 
  
  ******* ******
  Customer Loyalty Manager
  AAdvantage Hotels 
  ************** (US & ******) 
  ************** (US Toll Free)

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23321261
  
  I am rejecting this response because:
  The dispute at the bank was for my protection and had informed Rocket Travel that this would be the course I take since no real resolution was forthcoming from you.  I have to protect my financial interests in this matter and they do not involve paying for something you cannot even deliver at this point.  
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 05/23/2025

  Hi ****,
  
  I understand your frustration and appreciate you bringing this to our attention. It's completely understandable that you're looking to protect your financial interests, and I empathize with your decision to dispute the charge with your bank, especially when you feel a resolution wasn't forthcoming.

  When a non-refundable policy is selected, it inherently means that refunds are typically not permitted. However, please know that we always strive to go above and beyond to assist our customers, even in challenging situations. We do our best to find solutions, though there can be limitations during the process.

  It's also important to note that by canceling the reservation, the right to receive the services as originally booked is effectively rescinded. We sincerely hope that your bank rules in your favor.
  
  Should you require further assistance, do not hesitate to contact us. 
  
  Kind regards, 
  
  ******* ******
  Customer Loyalty Manager
  AAdvantage Hotels 
  ************** (US & ******) 
  ************** (US Toll Free)

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23321261
  
  I am rejecting this response because:

  I appreciate your empathy on this matter however, I dont understand why I was sold something like this that I cannot use.  In most trades and industries, this is not legal or ethical.  But, because of your empathy I have also filed a complaint against the hotel in question for having offered this type rate to you and refusing to work with you (and myself). 
  I still have to hold you accountable though,  in my 25 years of traveling for work, spending 6 months a year on average in hotels and booking them myself, I have never come across such rate that couldnt be refunded 3 months out from the actual date.  No one in my position would even fathom it or think to look at it.  
  I feel you offered it based on this and thats why I believe it was wrong of you to do so.  
  
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:04/29/2025

  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.

  I paid for a one bedroom residence hotel through AAdvantage hotels, which is powered by Rocket. When I arrived to the hotel, they told me Rocket confirmed me in a double standard room. I spent more than three hours on the phone with AAdvantage hotels and was told to pay the difference to the hotel and they would reimburse me. I submitted my receipts, the original receipt plus the cost of the upgrade. They are telling me Rocket is refusing to compensate me, even though I have proof of the transaction and emails telling me they would reimburse **** have emailed back/forth with them for two weeks with no resolution.

  Business Response

  Date: 05/09/2025

  Hi ******,
  
  Thank you for giving us the opportunity to verify your case.
  
  During our verification process, our goal is to identify the reason of the reported issue, the actions taken, and the current status of the case.
  
  Please accept my sincerest apologies for the experience you had during your stay at ***********************. I understand your frustration, and I am deeply sorry to hear this has happened, especially after you entrusted us with your booking. I sincerely regret this discrepancy between rooms, as such instances are uncommon within our platform's operations, and we are committed to investigating this matter thoroughly to identify the root cause and implement measures to prevent similar situations from occurring in the future.
  
  We have taken your report with the utmost seriousness and have conducted a thorough evaluation of your case with due diligence. For now, our processes have been interrupted since your bank has been involved (we received a claim). While this is a department that has a high level of management, we are not above the team that deals with external entities, including financial institutions. That said, we can only wait for your bank to make the final ruling. Unfortunately, we do not have a time estimate for these cases, and we recommend you wait for updates from your bank.
  
  We remain at your service, but we emphasize that for the time being, your bank is in charge of the process.
  
  Kind regards, 
  
  ******* ******
  Customer Loyalty Manager
  AAdvantage Hotels 
  ************** (US & ******) 
  ************** (US Toll Free)

• Initial Complaint

  Date:04/20/2025

  Type:Order 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 made a reservation via AAdvantage hotel (#*********) and asked for the reservation to be cancelled if a refund could be issued. Rocket Travel then cancelled the reservation without a refund. I would like for a full refund to be issued. The refund was defined. If I am expected to pay fully for this reservation, then I should get the associated ***** miles rewards, which I have not been granted.

  Business Response

  Date: 04/22/2025

  Dear ****,
  
  Thank you for your continued patience and understanding as we have worked on your previous request. We recognize that the situation regarding the refund for your reservation has been frustrating, and we sincerely apologize for any inconvenience this may have caused.
  
  As previously communicated, the decision regarding refunds is governed by the terms and conditions established by the hotels and their central reservation offices, and unfortunately, we are unable to override their policies in this instance.
  
  However, we are pleased to inform you that we have processed your request to add the applicable mileage to your AAdvantage account. This has been authorized today, and you should see the miles reflected in your account within the next two weeks.
  
  We hope this resolution is helpful and clarifies the current status. Please do not hesitate to reach out if you have any further questions or require additional assistance.
  
  Kind regards,
  
  ********* *.
  AAdvantage
  Loyalty Manager
  ************** (US & ******)
  ************** (US Toll Free)

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23228113
  
  I am rejecting this response because: I would like to be refunded as the ultimate resolution, because I asked for the reservation to be cancelled if a refund would be issued and the agency proceeded to cancel without a refund. 
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 04/23/2025

  Dear ****,
  
  Thank you for your valuable time, kind patience, and for sharing your feedback. We truly appreciate you bringing this to our attention as it helps us to continuously improve our services.
  
  We understand your disappointment regarding the partial refund for your reservation. Please accept our sincere apologies for any inconvenience this has caused.
  
  We want to clarify that the reservation you made through our website was subject to a non-refundable and non-amendable policy, which was agreed to and acknowledged by you during the booking process.
  
  Despite this strict policy, we did attempt to contact the hotel on your behalf to request a refund. Please note that, as previously advised, while the reservation has been canceled, a refund could not be guaranteed, and once a cancellation occurs, the reservation cannot be reinstated, regardless of the refund outcome.
  
  Unfortunately, despite our efforts, the hotel/central reservation office has denied our refund request, adhering to their established terms and conditions.
  
  While we empathize with situations that may prevent you from completing your stay, we must emphasize that we are bound by the policies set forth by the hotels and central reservation offices and are unable to override their decisions in this instance.
  
  We remain at your disposal should you have any further questions or require any additional clarification.
  
  Kind regards,
  
  ********* *.
  Loyalty Manager
  AAdvantage
  ************** (US & ******)
  ************** (US Toll Free)

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23228113
  
  I am rejecting this response because: The response mentioned a "partial refund" -- none was issued, so this is simply not correct. I understand the policy, however, I requested that the cancellation only take place if a refund could be issued. It should not have been cancelled otherwise, which you cancelled anyways, so I indeed am expecting a refund and will continue to reject the resolution without a proper resolution.  
  
  Sincerely,
  
  **** ******