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: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:

  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 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,
  
  **** ******

• Initial Complaint

  Date:03/27/2025

  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.

  I had booked a trip to ********. I made the hotel, airline and car rental at the same time, mainly using my AA miles. I did have to pay $185.42 in addition to miles for the car rental. Unfortunately I fell and broke my kneecap Dec 7, 2024. At the same time, my wife had to have surgery for an issue that came up. They did not do surgery for my cracked patella, but opted to allow it to heal on its own. My wife had complications from her surgery. She is now wearing a wound vac. Because of our health issues, we decided to cancel our trip. This was early February. We contacted the airlines, car rental agency and the hotel to cancel. The only problem we had was dealing with the rental car agency. The last correspondence with them was Feb 20, 2025 at which they said they would need something from our doctors saying we cant go. I responded by saying we both have notes from our doctors saying we cant travel. By the way, our trip was scheduled for May 3, 2025. We had given them plenty of notice for cancellation. Now, *** is refusing to reimburse us the $185.42 and we also lost the ****** points used to secure the car rental service. All we want is to be reimbursed the $185.42 and the ****** points. We did what they requested and feel its not right for them to keep our money. We had given them plenty notice and we have documentation from our doctors saying we cant travel in May.

  Business Response

  Date: 04/01/2025

  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 ********* at Budget.
  
  I am truly sorry to hear about the unfortunate situation and health complications that you and your wife experienced in December. I understand that dealing with these health issues has undoubtedly been a challenging time for both of you, and I sincerely empathize with the difficult decision you had to make to cancel your planned vacation.
  
  I noticed a chargeback filed in our system. Since your bank has been involved, while this is a department that has a high level of management, we are not entitled to expedite processes that are involved with external entities, including financial institutions. That said, we can only wait for your bank to make the final ruling in collaboration with our specialized team. Unfortunately, we do not have a time estimate for these cases, and we recommend you wait for updates from your bank.
  
  Please know that we remain at your disposal for any further queries or assistance you may require.
  
  Kind regards, 
  
  ******* ******
  Customer Loyalty Manager
  AAdvantage Car  
  ************** (US & ******) 
  ************** (US Toll Free)

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23124986
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:03/13/2025

  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.

  My issue with I agoda travel revolves around my access to the ***************** hotel website where Im an executive platinum member and I have been for years and have used this website with no problem for years to book hotels and earn loyalty points. Unfortunately, for my employer, I booked a hotel that was nonrefundable and immediately my employer rejected the expense and so within 24 hours I called everyone ago has been wonderful and they were able to refund my nonrefundable hotel back to my employers corporate spending account. Unfortunately, without my knowledge, my fraud department to file a dispute Because they thought that the charge was nonrefundable without knowing that I had already gotten a refund I have submitted all the documents and emails seven your support team through ********* and would like my account restored Ive even sent in a letter from the bank that the dispute from my employer has been Dismissed. I am asking you for to reinstate my privileges as I have years of things on here and Ive never just disappeared to charge and the hotel is for a future date. No one is gonna stay there and all the monies have been refunded to all the parties.Can someone please take care of this because I use this to earn my status with ***************** and without it I always be stripped of something that Ive been loyal to with your company. Im not a loyal customer. Please reinstate my account and if you cant ask me for what you need to do that I have never disputed a charged and I really didnt dispute this charge. It was my employer that did because they thought it was nonrefundable. I appreciate you doing this in a timely matter as I have a trip in a week and I want to use your website to make you money and earn loyalty points thank you so much.

  Business Response

  Date: 03/18/2025

  Hi ******,

  First of all, we thank you for your preference and loyalty. We received a notification from the Better Business Bureau regarding your recent report of account locked.
  
  We have noticed that the letter forwarded by your bank indicates that the amount is $5,169.75, while the dispute was for $3,922.26. I advise reaching out to your bank to issue a letter indicating that the chargeback for the specific amount of $3,922.26 was dropped for further evaluation.
  
  I recognize the difficulty you are facing as an authorized user without direct access to the corporate bank account. I also understand the urgency of the situation with your upcoming travel and the need to book hotels. Despite empathizing with your report and our desire to waive the user lock, our system has automatically recognized that a chargeback was issued. Please note that until we receive the official letter from your bank confirming that they have agreed to drop the chargeback (for $3,922.26) , we will be unable to proceed with the account release. This is not a new process or a preference on our side but an established procedure for the intervention of external entities such as your bank.
  
  I regret that we could not be more helpful this time, but we must respect the established procedures for these scenarios. We are more than willing to assist you once the case is resolved or when you forward us the letter from the bank.
  
  Thank you for your understanding.
  
  Kind regards,
  
  ******* ******
  Customer Loyalty Manager
  AAdvantage Hotels
  ************** (US & ******)
  ************** (US Toll Free)

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23059672
  
  I am rejecting this response because:

  well, I appreciate the response from the team at ****************************************. I have provided a letter on bank letterhead that shows that this dispute From the corporate entity that initiated it due was a delay in a refund on the canceled hotel. I have never disputed any charge with ***************** or ***************** hotels up until this point and there is no risk since the hotel was never stayed in and it was for a future reservation. I look forward to ***************** unlocking this account now that I have provided letter on bank letterhead that clearly says that this dispute has been dropped by the CEO of my company and furthermore, they should be able to see on their end if this dispute is done once my account has been restored to book hotels as an executive platinum loyal customer. I will consider this matter resolved. I just emailed the letter today so lets hope that the good people at ***************** can do the right thing. 
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 03/21/2025

  Hi ******,
  
  Good news!
  
  I received notification that after evaluating the letter provided, your account has been released.
  
  You should be able to proceed with your booking. Before you try, you can make some troubleshooting as follows:
  
  1. Clear your browser cache and cookies. This can resolve loading or format problems (highly recommended)
  2. Ensure your browser is up-to-date. Compatibility issues may arise from outdated software
  3. Disable any browser extensions or ad-blockers, as these can interfere with site functionality
  4. Try using a different browser or device to see if the problem persists
  
  Your report will be considered solved. Thank you for your patience along this process, and 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: 03/24/2025

   
  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:03/12/2025

  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.

  I used Advantage Hotels/Rocket Travel to purchase a stay and loyalty points for status on American Advantage. I inquired by email in regards to purchase a hotel on non refundable would apply towards the month I purchased or instant accrual. I was told yes twice. I purchased after getting this information on email. The purchase was made for ******************************* March. After making stay the points showed up on March 5th. I called twice and was told they could do nothing on their end, I spoke to Supervisor ******* and she was the worst customer service supervisor you could ever get. Was not apologetic but kept repeating what the booking said. I told her multiple times that I contacted customer service with advantage hotels and was told it would be instant accrual. When the supervisor wouldn't apologize or give me any options I am choosing to file a complaint now and either get my miles posted in February or get my money back since they failed on every level to give the information I needed. ******* was not nice to a paying customer and should be reprimanded for being a terrible supervisor rep. ** apology and a solution may have calmed all of this down and not led to filing complaint. ******* is the supervisor

  Business Response

  Date: 03/14/2025

  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 837025966.
  
  I understand your frustration regarding the posting time of your American Advantage points and the interaction you had with our supervisor.
  
  I sincerely apologize that your experience did not meet your expectations. I understand how important it is to receive accurate information and timely resolution, especially regarding loyalty program benefits. 
  
  I have reviewed your phone record and attempted to locate the specific interaction where you were advised about instant accrual. Unfortunately, I was unable to find a record matching your description. However, I want to clarify that in general, ************************* points are credited to your account approximately four weeks after the completion of your stay, as outlined in the confirmation email you received.
  
  I also apologize for the interaction you had with our supervisor. We take your feedback seriously, especially regarding our escalation team, as they are a critical part of our customer service. We will be addressing your concerns regarding her demeanor and conduct with the appropriate management to ensure our teams are providing the highest level of service and empathy.
  
  Regarding your main concern, I recommend reaching out to your American Advantage Loyalty Program Account Representative directly. They may have options available to assist you in achieving your desired status. They are best equipped to handle specific requests related to your loyalty account. Our system performs base points credits only. 

  
  I understand this may not be the resolution you were hoping for, and I am truly sorry for the inconvenience and frustration this has caused. We value your patronage and are committed to improving our services to prevent similar situations in the future.

  
  Thank you for bringing this to our attention.

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

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23054765
  
  I am rejecting this response because: They gave false misleading information which led to a purchase that I would not have made if they had given the correct information. I am requesting correct points total to 2/27 or my money back for the purchase.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 03/17/2025

  Hi *******,

  We received your BBB rejection.

  I understand and acknowledge your frustration. It is certainly disheartening to learn that this impacted your desired status.
  
  While I recognize your desire for us to manually adjust the posting date of the points to reflect your booking date, I sincerely regret having to reiterate that our system generates these details automatically and they cannot be modified. In the same way, the fact that your miles were going to be credited within a maximum of four weeks after your stay, as stated in your confirmation email, cannot be dismissed.
  
  Regarding your request for a refund, I have reviewed your case in light of the successful crediting of your points according to the time frame indicated in your confirmation email. In this instance, I regret to inform you that a refund is not applicable.
  
  Despite I did not find any related record of your communication before booking, we are taking your feedback seriously and are actively reviewing our internal processes to ensure our team provides accurate information in the future.
  
  Kind regards, 
  
  ******* ******
  Customer Loyalty Manager
  AAdvantage Hotels 
  ************** (US & ******) 
  ************** (US Toll Free)

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23054765
  
  I am rejecting this response because: I 100% believe I was given the wrong information and the business is not doing anything besides denying they can do anything about the points. I was recently given a 45 dollar coupon for future stay, but at this point I do not want to use this company for future stays. I would still like my points applied the way I was told or get a refund. They continue to deny either. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:03/10/2025

  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.

  My complaint is related to my AAdvantage Hotels booking which website is owned and operated by Rocket Travel, Inc. by *****. My booking confirmation *********.I booked a Comfort Room at a hotel on AAdvantage Hotels website for 3 nights.On the night of my check in on 2/20/25, I found out that my room was back to back with the front desk, which is separated by a very thin wall. My room was very noisy which disrupts my rest. I immediately talked to the hotel staff in person as well as called AAdvantage ******************************** to request to change to a quieter room, but I was told by both parties that the hotel was fully booked and I can't move. As it was very late at night and I was in a foreign country, I had no choice but to stay for the night, but I wrote an email to the hotel manager as well as AAdvantage ******************************** requesting to change the room in the morning.On the second day 2/21/25, the noise got worse. I took videos of the noise in my room and emailed to the hotel manager and the AAdvantage ******************************** I also spoke to the hotel manager on the phone who agreed to refund me the rest 2 nights, so that I can find another hotel as the hotel did not have other rooms. The hotel manager told me that I needed to contact AAdvantage ******************************** for refund as my payment first went to AAdvantage ********************************, and the hotel has not received payment. I then called AAdvantage ******************************** on 2/21/25 explaining the situation and agreement with the hotel manager about the refund. AAdvantage ******************************** said that they needed to do internal investigation. I shared all my email communication as well as videos showing the noise with AAdvantage ********************************, which promised a resolution in ***** hours. I followed up every 3-4 days since then and it's already 3/10/25 and I still have not heard back and AAdvantage ******************************** stopped responding to me.

  Business Response

  Date: 03/18/2025

  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 816580406.
  
  I understand that you were unable to rest comfortably due to the proximity of your room to the front desk, and I sincerely apologize for any inconvenience this may have caused.
  
  Following your request for a refund, I immediately investigated the situation. I understand you were informed that the hotel manager had approved a two-night refund. However, upon speaking directly with the hotel management, I was informed that a one-night refund was initially approved upon immediate cancellation at the system level, allowing your room to be occupied by another guest. Our team agents did their best to facilitate this (immediate cancellation), but unfortunately, the system requires specific and precise procedures that can sometimes take longer than expected. Subsequently, the hotel has denied any refund.
  
  The hotel management has also indicated that their location in the center of the ancient town means that some level of noise is to be expected during certain hours of the day. They also noted that your room accommodation was otherwise in perfect condition and that you departed at 4:00 p.m. on the second day of your stay.
  
  Despite the discrepancy in the information regarding the two-night refund approval, and in our commitment to your satisfaction as a valued AAdvantage Hotel customer, we have processed a one-night refund of $236.54 back to your original payment method today, March 18, 2025. Please allow 7-14 business days for this to reflect in your account. Furthermore, we have not deducted any value of the AAdvantage miles that were credited to your account for this booking. We are absorbing the cost of this one-night refund, which was the only refund explicitly approved and confirmed to us by the hotel management. Furthermore, we have not deducted any value of the AAdvantage miles that were credited to your account for this booking. 
  
  To move forward with your request for an additional one-night refund, I would require further clarification regarding the two-night refund approval you received from the hotel manager. If you can provide us with any written confirmation or further details that substantiate this two-night approval from the hotel, we would be happy to re-evaluate your case.
  
  Without further clarification and documented confirmation of the two-night refund approval from the hotel, we will consider this case closed following the processing of the one-night refund issued today.
  
  We value your loyalty as an ***************** and AAdvantage Hotel customer and regret that this particular experience did not meet your expectations. We hope you will consider using AAdvantage Hotels for your future travel needs.
  
  Kind regards,
  
  ******* ******
  Customer Loyalty Manager
  AAdvantage Hotels
  ************** (US & ******)
  ************** (US Toll Free)

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23047334
  
  I am rejecting this response because:
  
  

  Thanks ******* for the update. I appreciate your effort working with me to resolve this issue. I am confident that we will find a resolution on this case.
  
  
  As far as for the written support for the 2 nights refund approved by the hotel management, please see attached email chain. I also did a screenshot in case you have an issue opening the file.
  
  
  As you can see from my initial complaint, which was sent from my other email address linked to my AAHotel account, I had been in communication with both AAHotel and the ********************************* team, confirming the hotel has agreed to refund me for two nights of my stay. There have been no further disputes regarding this resolution, which is why I left the hotel and booked an alternative accommodation, assuming that the refund for the two nights would be processed as agreed. 
  
  
  I would never lie or fabricate this situation, especially since the hotel management is included in this email chain. They would have disputed my claim easily if the resolution I emailed was not true or made up. In fact, if the hotel management is now telling ******* that they never agreed to refund me for the two nights, it would mean the hotel is providing false information. In that case, I believe *******, as my agent or **************** customers' agent, should support me and other AA customers in addressing this dishonest behavior, take appropriate action against the hotel, and consider penalties or removal of the hotel from your platform.
  
  
  Based on basic contract, customer protection and agency law, if an ********************** agency is made aware of dishonest practices by a hotel and fails to remove the hotel from their platform or take appropriate action, they could be in breach of their duty of care under consumer protection and contractual obligations. By allowing a dishonest hotel to remain listed, ******* may be violating their responsibility to ensure that the services they offer are reliable and not misleading to customers. This failure to act could potentially constitute a breach of the agencys legal and ethical duties.
  
  
  With that being said, I appreciate the process of refund for 1 night, but I have the following 2 requests:
  
  
  1. I continue to request for a refund of my 2nd nights as previously agreed with the hotel, in the form of cash or travel credit valid for 1 year from today.
  
  
  2. Now with written support from me that the hotel agreed for a 2 nights refund, what actions will AAHotel take to penalize ******** ************** as they have been actively being dishonest or misrepresenting the situation with AAHotel.

  
  Sincerely,
  
  **** *****

  Business Response

  Date: 03/19/2025

  Hi **** *****,
  
  Thank you for your further response and for highlighting your perspective.
  
  I have carefully reviewed the screenshot you forwarded before. While I understand this reflects your written communication to both AAdvantage Hotel and the ********************** on that date, the content of the screenshot, as it appears to us, primarily discusses an issue related to clean service arrangements. I do see your statement within that communication indicating a two-night refund approval, but not from the hotel. 
  
  As previously stated, we have been in direct and ongoing communication with the ********************** management regarding your stay. They have consistently maintained, and provided written confirmation, that the only refund they approved was for one night. This was further reconfirmed by the hotel during our direct contact. For this BBB record, I enclose the written approval received from the hotel.
  
  I fully respect your desire for a two-night refund and understand your disappointment with the situation. However, our refund processes are directly tied to the approvals we receive from the hotel, who are best positioned to assess the issues experienced during your stay. 
  
  While we understand this is not the resolution you were hoping for, our final position remains the issuance of the one-night refund of $236.54, which has already been processed.
  
  Kind regards, 
  
  ******* ******
  Customer Loyalty Manager
  AAdvantage Hotels 
  ************** (US & ******) 
  ************** (US Toll Free)

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23047334
  
  I am rejecting this response because:
  
  

  *******,
  
  Does the advertised "soundproofing" on by the hotel and on AAHotel's (Rocket Travel **** website constitute false advertising? Please see the snip below from the AAHotel Comfort Room description. As I have repeatedly mentioned, my room is separated by a thin wall from the front desk. The room is very noisy and it is not soundproofing as advertised on your website.
  
  With this being said, I would request AAhotel and the ********************** to refund me 2 nights that I have not stayed, due to the noise as well as the false advertising.

  
  Sincerely,
  
  **** *****