Complaints

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

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  Hopper USA, Inc.

  265 Franklin St Ste 1702 Boston, MA 02110-3144

• 

  Hopper

  18 W 18th St New York, NY 10011

• 

  Hopper USA, Inc.

  101 Arch St Fl 9 Boston, MA 02110-1131

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:08/10/2025

  Type:Customer Service 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 participated in Hoppers referral program and worked hard to refer multiple people to their service, following all of the terms and instructions provided. The referrals were successful, and I earned rewards as promised. However, when I attempted to redeem my rewards, I was unable to do so due to technical or account issues on *********************** side.I have repeatedly reached out to Hoppers customer support through their app and other available channels, but I have either received no response or responses that did not resolve the issue. My rewards remain locked, and I have been given no clear explanation or assistance.I am requesting that Hopper honor their referral program and allow me to redeem my earned rewards immediately.

  

  Business Response

  Date: 08/11/2025

  We acknowledge receipt of your complaint and sincerely apologize for any frustration and inconvenience you have encountered. We deeply regret that your recent experience with our services did not meet your expectations, and we appreciate you bringing this matter to our attention.
  
  Please be advised that a comprehensive review of your account has been conducted. We regret to inform you that the redemption of your rewards is not feasible at this time. This decision is a direct result of recent indications that attempts were made to accrue Referral Rewards in a manner inconsistent with their intended use or purpose on your Hopper account. Our records indicate that your past referrals have been blocked due to device sharing, which constitutes a violation of our referral policy. Consequently, we are unable to honor these rewards.
  
  We understand that this outcome may not align with your expectations, and we appreciate your cooperation and understanding in this matter. Please accept our apologies for any inconvenience this issue may have caused.

  Customer Answer

  Date: 08/11/2025

   

  I strongly dispute the claims made in your response. Your statement that my referrals were accrued in a manner inconsistent with your policy is entirely false. At no point have I engaged in any activity that would constitute a violation of your referral policy. The allegation of device sharing is baseless, and I demand to see the specific evidence you are relying upon to justify withholding my earned rewards.
  
  
  By refusing to release the rewards I rightfully earned without providing legitimate proof, your actions appear to be deceptive and potentially fraudulent. I request immediate reconsideration of this matter and the release of my rewards.
  
  
  If this issue is not resolved promptly, I will have no choice but to escalate my complaint through all available legal and regulatory channels.
  
  

  

  Business Response

  Date: 08/14/2025

  Please be assured that our team carefully reviewed this case to reach our conclusion. While Hopper always seeks to find the best possible resolution, we are unfortunately unable to change this outcome due to technical limitations.
  We sincerely apologize for any inconvenience this has caused.
  

• Initial Complaint

  Date:08/05/2025

  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.

  On May 7th 2025 I made a hotel reservation thru Hopper USA, INC. I was sent a confirmation email stating I pay $3447.35 to booked hotel stay at ***************************************- All Inclusive on *******************************. ***********, Saint ***** **. The booking was for 5 days Fri. August 1, 2025 to Wednesday August 6, 2025. We called Hopper several times to cancel reservations because we could not make to booking due to reason beyond our control. I first went thru the chat with bot and then spoke to live agent August 1st after midnight because that was the time of our flight which got delayed on us. There were other reason why we could not make the flight and reservations which we provided in my conversations with several agents. I asked for a refund due to not being able to make it due to reasons beyond our control they keep telling me everyday that they was going to contact hotel and ask for refund. After 24hrs each day they told me that a refund was denied by the hotel due to not cancelling on time. I cannot understand why they are saying this because in the confirmation email when I booked it states: "free cancellation until Jul 27, 2025 cancellations made after Jul 27 will have a penalty charge of $763.20 and cancellation made after Jul 30 will have a $763.20" it did not state no refund or partial refund given due to not canceling on time. I was willing to accept the penalty charges but to not be granted any refund is unacceptable. They also keep time me they are willing to work with me on the refund but it was up to the hotel solely to grant the refund. It does not state that in the confirmation email. They ask me to contract the hotel diretly and ask for refund because they might feel remorseful when speaking to the customer I trie dto but he hotel was har dto get in contact with and I was given several numbers and the run around. I also was placed on hold by the hotel when I finally gotten through and then hanged up on after holding for 20mins.

  

  Business Response

  Date: 08/07/2025

  We acknowledge receipt of your complaint and sincerely apologize for any frustration and inconvenience you have encountered. We deeply regret that your recent experience with our services did not meet your expectations, and we appreciate you bringing this matter to our attention.
  
  Upon review of your booking SCPSDNFZZXQS, it has been identified as a past-date hotel reservation for Iberostar Waves *********************** - All Inclusive. We acknowledge your contact with our support team on August 2nd to request a cancellation and refund due to an airline schedule change.
  
  Please be advised that, according to the established booking policy, cancellations or modifications made between July 27, 2025, at 12:00 AM (+00:00) and July 30, 2025, at 12:00 AM (+00:00) incur a penalty of USD763.2. As the cancellation request was received on August 2nd, our agents diligently coordinated with the supplier and the hotel to secure a one-time exception. However, despite their comprehensive efforts, the property did not authorize a refund for your reservation.
  
  While we understand that this outcome may not align with your expectations, kindly be informed that we are bound by the policies governing your booking. Without explicit approval from the hotel, we are unable to process any refund on our end.

  Customer Answer

  Date: 08/07/2025

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

  I contacted hopper way before August 2nd.  I started contacting the Jul 31st into Aug1st and there afterwards.  My flight was leaving Jul31st 1030 and got delayed till after 1230am causing lots of complications.  
  

  
  

   

   

  

  Business Response

  Date: 08/21/2025

  We acknowledge receipt of your response. Our records indicate that your initial attempt to contact us via call and chat on August 1st was unsuccessful. On August 2nd, our support team was able to assist you with the request; however, as previously stated, the policy was already in effect.
  
  Based on our records, a request was submitted to re-open the case for further investigation. However, despite repeated attempts via both phone and email to our partner and the hotel, our request has been denied. Consequently, we are unable to proceed with a refund, as we are bound by the hotel's policy.

  Customer Answer

  Date: 08/25/2025

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

   

  hello as you can see I been in contact with customer care team at iberostar and they said they need hopper to contact them to verify and initiate the penalty and grant a partial refund they said no one has contacted them to verify.  So we sre going back and forth snd i do not know who is telling the truth.  But $3440 is alot to take away from someone without services being provided because of unfortunate circumstances with proof can be provided.   Someone need to show compassion here.  And it do not seem like hopper is.  The hotel stated they are willing to provide refund with the penalty just need hopper to verify.  

   

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

  Lafonza

   

   

• Initial Complaint

  Date:08/03/2025

  Type:Service or Repair 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 rented a car for my husband thru hopper. I accidentally put it under my name. I called to correct the issue. They called the rental company (SIXT) on a three way call with me and was told that since my husband and I are married hed be able to pick it up as long as he had the card. He did it was his card I used. When he got to the rental counter they wouldnt give him the car and cancelled the reservation. They said wed have to get the money back from hopper since we booked thru them and not Sixt directly. Hopper is refusing to give me money back and claim theyre waiting for approval from Sixt but Sixt is the one who cancelled it in the first place. Hopper is refusing to return money for a service I didnt get.

  

  Business Response

  Date: 08/06/2025

  Hello,

  Apologies for the delayed response.

  We understand that you're requesting a refund for the car rental booking you made with us due to the issue you experienced. Great news! After multiple emails we have sent to the car rental company, they agreed to refund the booking free of charge. A total refund of $307.12 was processed for your booking 9941420625 and it should be posted to your account within about 3-10 business days. If you need further assistance or if you have questions call feel free to call us at *************** ****************) (Available 24/7, Toll-free). Our dedicated customer support team is available 24/7, ready to offer the assistance you require. Be assured that we are fully committed to resolving any issues you may encounter. Your satisfaction is important to us, and we are here to assist you in every possible way.

  Customer Answer

  Date: 08/06/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* **********

• Initial Complaint

  Date:07/29/2025

  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 selected Hopper for a rental car to visit my partner from *********** in August. They advertised a great price of ****** to pay in full ahead of pick up. I paid the amount with my card upon checking out. Later I called the rental car counter in ******** and they advised me of the scam from Hopper that they don't charge tax on rental cars and that I would pay nearly 20% at the counter at pick up. The receipt clearly states paid in full and $0 owed at pick up. The company only let's you cancel if you pay a $100 fee after the initial 24 hours. I did not get great customer service upon calling and was repeatedly told one thing to another. Yes you can get a refund to no you can not with out paying $100. They should either let me cancel with full refund or reimburse the additional fees after pick up. It is a scam to say PAID IN FULL but then be charged later. How can they get away with this? I would have gone with a different booking app if I knew about this ahead of time.

  

  Business Response

  Date: 07/31/2025

  We acknowledge receipt of your complaint and sincerely apologize for any frustration and inconvenience you have encountered. We deeply regret that your recent experience with our services did not meet your expectations, and we appreciate you bringing this matter to our attention.
  
  Regarding booking L2900446935, it has been confirmed that a car rental booking with Thrifty at PDX airport exists. We understand your inquiry pertains to an additional tax to be collected at the pick-up desk. Based on our email confirmation, no tax was collected by our company. We note that you have previously contacted our support team regarding this matter. Based on the conversation, one of our management team offered to cover the USD100 penalty fee should you wish to cancel your booking. Our support team has sent an email and is awaiting your response to proceed with the next steps. We recommend responding to that email to ensure continued assistance with the issue.

• Initial Complaint

  Date:07/25/2025

  Type:Customer Service 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.

  The amount of frustration hopper has given to me is unfathomable. I got the bonus vouchers for referring others to the app, I tried and use my vouchers and it said "Unable to verify your payment details" my card details were all correct, tried multiple cards from multiple banks, I get an error when I try and use ******* and the room is free with all the vouchers, but no matter what I try it wouldn't work. I had contacted customer support who were either absolutely no help, or completely incompetent. One person said "oh those vouchers expired in March of 2024. This was in 2023 so either i was talking to a time traveler or a moron, and I called him out on it, then they tell me my account was blocked (I could still login and almost book a room with my vouchers) but always get the same thing. When I tried to call their support number, they told me to send a screenshot to them as a reply to their email, which was a no reply email address, so that bounced back. These people are either incompetent or crooks. I was unaware that I could file a complaint at the time, and for a time thought maybe this was some weird isolated incident. But started seeing this same story on reddit a few times, and my friends and family who i refered to the app (how i got the vouchers in the first place) also had the same issue, and the same runaround from their customer service that I was given. At this point, I don't expect to get those vouchers back, and I know I'll never get the ridiculous amount of time I wasted speaking to their bad joke they call a customer service department. It would be nice if i could actually have those vouchers back, but mainly I just want an explanation. I want to know why i was repeatedly lied to, misled, told to reply to an email that can't receive emails, being told the vouchers were expired when the expiration date was almost a year in the future at that time. I would love to have and actually be able to use those vouchers, but would love an explanation more.

  

  Business Response

  Date: 07/26/2025

  We acknowledge receipt of your complaint and sincerely apologize for any frustration and inconvenience you have encountered. We deeply regret that your recent experience with our services did not meet your expectations, and we appreciate you bringing this matter to our attention.
  
  Following a comprehensive review of your account, we regret to inform you that we are unable to process the redemption of your Referral Program rewards. Our records indicate recent activities on your Hopper account suggesting attempts to accrue Referral Rewards in a manner inconsistent with the program's intended use. Consequently, we are unable to release these rewards. We apologize for the inability to provide further specific details regarding this matter. While we understand this outcome may not align with your expectations, we appreciate your cooperation and understanding. Please accept our apologies for any inconvenience this issue may have caused.

• Initial Complaint

  Date:07/22/2025

  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.

  On June 22, 2025 (China Standard Time), I purchased a flight ticket through Hopper for $188.88. Later, the airline changed the flight schedule significantly, which made the trip unworkable for me. According to the airlines official policy, passengers are entitled to a full refund under such schedule changes.I contacted the airline directly, and they confirmed via email and phone that I should be able to cancel for a full refund without any cancellation fees.However, Hopper only offered me a partial refund, claiming that the rest was a refund fee. I highly suspect Hopper originally submitted my case as a voluntary cancellation, despite my clear intention that this was due to an involuntary schedule change initiated by the airline.Furthermore, Hoppers support has been inconsistent and evasive. A recent agent (about four days ago) told me they would submit a new refund request under the schedule change policy. But this time, I have received no response for days, while previous replies typically came in 24 hours. I strongly suspect this delay is intentional.Additionally, Hopper claims that the refund fee is based on the airlines response. However, the airline has explicitly confirmed that I am eligible for a full refund, and no refund fee applies in this case. Therefore, I have serious reason to believe that Hopper either misrepresented or fabricated the airlines response. I have repeatedly requested Hopper to provide a copy of the airlines reply or any communication they received confirming this refund fee. They have refused to provide any documentation.This lack of transparency raises serious concerns. If Hopper insists on withholding part of my refund while claiming it is based on the airlines decision, then they must provide written evidence. If such documentation does not exist, this constitutes deceptive business conduct.

  

  Business Response

  Date: 07/24/2025

  We acknowledge receipt of your complaint and sincerely apologize for any frustration and inconvenience you have encountered. We deeply regret that your recent experience with our services did not meet your expectations, and we appreciate you bringing this matter to our attention.

  Upon review of your booking R-19472562033725440, it appears that a schedule change occurred on your flight. We understand that the alternative flight offered by the airline is not acceptable, and you have requested a cancellation and refund instead. Based on our records, you have contacted our support team regarding your concern and have been in communication with our partner for this request. Our review indicates that the refund has been approved by the airline. Consequently, we have initiated the refund process in our system for the amount of USD188.88. Please be advised that refunds typically take 3-10 business days to reflect on your statement. However, in many instances, the process is expedited and completed sooner. It is important to highlight that certain card-issuing banks, particularly those associated with debit cards, may have longer processing times, extending up to two billing cycles (***** days). This specific timeline is determined by your banking institution, and regrettably, we are unable to expedite this process.

  Customer Answer

  Date: 07/27/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  Ziyu **

• Initial Complaint

  Date:07/15/2025

  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 5-night stay through the Hopper app at what was advertised as a Deluxe King Room with a beach view. I paid nearly $1,000 based on the listing. However, when I arrived, I was sent to a completely different building in a back alley not even part of the main hotel. The room was extremely small, dirty, and did not have a beach view. It felt like a scam.I showed the hotel staff the booking confirmation, and they told me that Hopper often misrepresents rooms and that since they were fully booked, I had no option but to stay in the poor-quality room. I contacted Hopper, and they simply said were sorry. They offered an upgrade only if I paid an extra $600 which I could not afford.I traveled from out of state and was stuck. No refund, no alternative, no support. Hopper refuses to take real responsibility. This is unacceptable, misleading, and financially damaging.I am requesting a refund and an investigation into how these misleading listings are allowed on Hoppers platform.

  

  Business Response

  Date: 07/17/2025

  We acknowledge receipt of your complaint and sincerely apologize for any frustration and inconvenience you have encountered. We deeply regret that your recent experience with our services did not meet your expectations, and we appreciate you bringing this matter to our attention.
  
  Upon a thorough review of your booking ZJ4764D2HCQ6, it appears that this is a past-date booking at *************** & Suites. We note that you contacted our support team regarding complaints and were provided an option that did not meet your expectations and was not accepted. Based on the confirmation email, your reservation was for one Room House Deluxe, ***** ***** View/1x King; however, upon check-in, the room provided was a Commander ***** House Hotel- King *** Deluxe, with no view. We sincerely apologize for this experience. As the booking was utilized, we are unable to process a refund; however, due to the inconvenience you have encountered, and as a gesture of our commitment to customer satisfaction, we have made a special, one-time exception to issue a goodwill refund in the amount of USD ****** via a Hopper voucher. Please note that this voucher has already been credited to your Hopper wallet.
  
  Here are some good things to know about the Hopper voucher:
  
  $1 voucher has the same value as 1 USD;
  Vouchers can be used to book flights, hotels, or car rentals in the app;
  Vouchers are not applicable on UA flights
  Vouchers are non-refundable;
  If the voucher value is greater than the cost of the booking, the remaining amount will be forfeited;
  It is valid up to 365 days from the issue date;
  Vouchers can be combined with Carrot Cash, but not other vouchers or promotions;
  You can check your voucher in the Hopper Wallet, accessible at the top of the apps home screen; and
  More details on vouchers can be found in our FAQs ************************************************************************************************************* and Terms & Conditions *********************************************************.

• Initial Complaint

  Date:07/15/2025

  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.

  On May 19th, 2025, I purchased a plane ticket from Hopper for $356.36. No one was ablet toboard the plane due to health reasons, so I contacted Hopper multiple times and also tried to request a refund for my total amount due on their website, but they ignored me for a long time. Hopper's customer service was dismissive and refused to refund me my money, insisting that the ticket was non-refundable. This is unfair and deceptive because I did not receive the service I paid for, Hopper's refusal to refund me my money violates my consumer protection laws concerning services not rendered. This is what led me to reach out to ****************. I disputed it through my bank, and they ended up giving me a provisional refund until the investigation was complete, here we are almost 2 months later the provisional credit has be revised and now my account is overdrawn ****** due to hopper stating that they can't get me my refund because my refund is non-refundable. They told me to reach out to Hopper again, in which I did and was told again they will not be giving me my money back, doesn't matter if the services weren't rendered. they were completely nasty and rude about and were ok with stealing my money. This is violating the Fair Credit Billing Act. I contacted **************** fraud department to take proper action in the fraud dispute regarding the 356$ charge. and reported my same issue to **************** about the company that failed to provide a refund for the service I paid for. I purchased a flight that could not use due to health reasons, and Hopper has refused to refund me, citing a non-refundable policy. However, under federal consumer protection laws such as the Fair Credit Billing Act, I am entitled to dispute a charge for services not rendered. ***************** fraud department failed to investigate this properly and sided with the merchant without considering that I never received the service.

  

  Business Response

  Date: 07/17/2025

  We are writing in response to the complaint you recently submitted to us regarding a refund for your Hopper booking. We understand your frustration and concern about this matter.
  Upon attempting to pull up a booking using your email address and phone number, we were unable to locate your reservation. We would appreciate it if you could respond to this complaint with your Hopper booking confirmation, and we will be happy to investigate this for you. Thank you for your understanding.

  Customer Answer

  Date: 07/17/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:07/15/2025

  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 purchased Hoppers Cancel for Any Reason option for a flight departing on July 16, 2025, with the understanding based on their own policy language that I could cancel up to 24 hours before departure and receive a partial refund. This was a key reason I felt safe booking through Hopper in the first place.When I attempted to cancel on July 14, just two days before the actual flight, I was shocked to see that the system claimed my refund eligibility had already expired on July 4. Hopper presented this date as if it were my departure date, which is factually incorrect. The real departure date is July 16, which is tomorrow.This discrepancy is not a minor technicality it's the core of the issue. The system imposed a 13-day deadline based on a false departure date, denying me the very service I paid extra for. This is not just misleading; it borders on fraudulent behavior and erodes consumer trust.I received no advance warning of this date manipulation, no clear explanation at checkout, and no support afterward only a generic email confirmation and no follow-up. My cancellation request was timely. The denial was not.I am asking Hopper to correct this error and process the partial refund I am entitled to under their Cancel for Any Reason plan. If not, I will be forced to escalate this further through public reviews, consumer protection agencies, and legal counsel.

  

  Business Response

  Date: 07/18/2025

  We would like to extend our apologies for any inconvenience caused. We have thoroughly reviewed the case. Upon checking, it appears that this booking was made through *** which operates separately from Hopper App. Kindly note that this matter has been escalated to our HTS team, and they will contact costumer directly through email.  
  
  Once again, I apologize for any confusion this may have caused.
  
  

  Customer Answer

  Date: 07/19/2025

  I reject Hoppers response because it is vague, unhelpful, and avoids responsibility.
  Their reply through the BBB platform gave me no clear resolution or next step, and instead redirected me with unclear references to partners without specifying who is accountable.
  
  
  Meanwhile, I have already been in direct contact with HTS support, but they continue to deflect responsibility using technical language and point fingers at other parties, instead of addressing my complaint transparently.
  
  
  To recap:
  
  
  Hopper mislabelled the cancellation deadline for my Cancel for Any Reason policy, which prevented me from cancelling in time.
  
  
  Their system stated July 4 at 04:47 as the local time of departure, even though my actual flight was scheduled for July 16 at 18:10.
  
  
  This caused confusion, inconsistent communication, and denied me a fair chance to cancel.
  
  
  On top of this, I had a motorbike accident and provided a medical report confirming I was unfit to travel which was ignored.
  
  
  
  
  Nowhere in their terms and conditions is this type of discrepancy explained or justified. So far, Hopper has offered no valid explanation or evidence.
  
  
  I request that the BBB keeps this case open for further investigation, as I still await a proper and fair response.
  
  

   

  Regards,

  Chi - ***** *****

   

   

  

  Business Response

  Date: 07/24/2025

  We are very sorry to hear about your situation and wish you a speedy recovery. While the *** team has explained the specifics of the Cancel For Any Reason feature, the next step is to contact the airline about your unused flight. Airlines often have procedures to handle these cases, and we hope that contacting them directly will lead to a positive outcome. Again, we apologize for this inconvenience.

  Customer Answer

  Date: 07/24/2025

  Thank you for your response, but it does not address the main issue.
  
  
  My flight was scheduled for **July 16**, and I submitted my cancellation request on **July 14**, well within the 24-hour window of the Cancel For Any Reason policy I purchased through Hopper.
  
  
  Hopper incorrectly set the cancellation deadline to **July 4**, based on a placeholder date not the actual departure date. I never received a clear or explicit notice that July 4 would be used as a cut-off.
  
  
  The flight was booked via a company that offered the Hopper Cancelation as an add on, not Hopper and not the airline. Hopper is solely responsible for the cancellation service and must be held accountable for how that service is executed.
  
  
  I ask that Hopper stops redirecting responsibility to the airline, which is both inappropriate and irrelevant. I do **not** accept further attempts to deflect accountability.
  
  
  I respectfully request a refund due to misrepresentation of the cancellation deadline and failure to deliver the service I paid for.
  
  
  
  Regards,

  Chi - ***** *****

   

   

• Initial Complaint

  Date:07/11/2025

  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.

  The hotel did not have hot water for 7 of the 8 days we stayed and had a ***** infestation so the hotel refunded 4 of the 8 nights to hopper I have called and confirmed with the hotel of the refund but hopper is giving me the run around its been more than 10 business days still hopper says they need to get ahold of the hotel to confirm witch they have done 4 times now I also have the invoices where the hotel has given the money back they won't refund the money back to me that has been refunded to them

  

  Business Response

  Date: 07/12/2025

  We acknowledge receipt of your complaint and sincerely apologize for any frustration and inconvenience you have encountered. We deeply regret that your recent experience with our services did not meet your expectations, and we appreciate you bringing this matter to our attention.
  
  Upon a thorough review of your booking Q4L47Q2HVZCZ, it appears that this is a past-date booking at Holiday Terrace Beachfront Hotel, a By The Sea Resort. We note that you contacted our support team regarding complaints and refunds. Based on our records, we have contacted our hotel partner, and a refund of USD ****** has already been initiated on 11Jul. Please note that hotel rates are contingent upon the specific dates of booking. Different room rates are provided by the hotel for each day and date, depending on guest volume. While we empathize with your request, we are unfortunately unable to process an additional refund. We regret that we cannot offer further assistance in this matter. Please understand that Hopper is entirely bound by the hotel's policy, and we are only authorized to process refunds that have been approved by our partner.
  
  
  

  Customer Answer

  Date: 07/12/2025

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

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Customer Answer

  Date: 07/14/2025

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

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ you only refuded what you paid not what I paid you wich is a difference of around 300 dollars  my refund came only after I ask to speak to a supervisor witch I ask 8 times and still wasn't allowed to speak to one he told me the supervisor would tell me the same thing he wouldn't even hang up so I could take the survey 
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 07/17/2025

  We acknowledge receipt of your response and sincerely apologize for any frustration and inconvenience you have encountered. As previously advised, hotel rates are contingent upon the specific dates of booking. Different room rates are provided by the hotel for each day and date, depending on guest volume. Due to the inconvenience you have encountered, and as a gesture of our commitment to customer satisfaction, we have made a special, one-time exception to issue a goodwill refund in the amount of USD ****** to your original form of payment. Please note that refunds typically take 3-10 business days to reflect on your statement. However, in many instances, the process is expedited and completed sooner. It is important to highlight that certain card issuing banks, especially those associated with debit cards, may have longer processing times, extending up to two billing cycles (***** days). This specific timeline is determined by your banking institution, and unfortunately, we are unable to expedite this process.