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 USA, Inc.

  101 Arch St Fl 9 Boston, MA 02110-1131

• 

  Hopper

  18 W 18th St New York, NY 10011

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/22/2025

  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:07/11/2025

  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.

• Initial Complaint

  Date:07/09/2025

  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.

  To Whom It May Concern,I am writing to dispute an overcharge on a recent hotel reservation.On July 9, 2025, I attempted to book a hotel through the Hopper app for $116.80 (Hopper ID: *************. The reservation failed, and I was prompted to call a phone number to complete the booking.During the phone call, the representative processed my reservation, but the price for the hotel increased. To address this, the representative stated they would apply a voucher to bring the price back to the original $116.80. Based on this assurance, I agreed to proceed.However, I was subsequently charged $130.21 for the new reservation (Hopper ID: *************. Instead of applying the voucher to this booking as I understood, I was issued a voucher for future use.I did not authorize a charge of $130.21. My explicit understanding was that the voucher would be used to adjust the price of the current hotel reservation back to the original $116.80. This discrepancy represents an unauthorized charge.I request a refund. Ive tried to contact your customer service but no one can help

  

  Business Response

  Date: 07/11/2025

  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.
  
  Upon a thorough review of your record, it appears that an attempt was made to create a booking; however, it did not proceed, and an authorized charge of USD ****** was collected. We note that you contacted our support team regarding this concern on the same date, July 9th. During the phone conversation, our colleague explained that since the booking was unsuccessful, the authorized charge would be released and reversed back to your account. Additionally, our colleague offered to book a hotel reservation directly through our system. Our agent provided all available rates. As rates are subject to change, the final cost of the booking was USD ******, and a voucher of USD ***** was applied to this booking, resulting in a total rate of USD ******. Since the previous quotation was USD 119, our colleague provided a Hopper voucher of USD ***** to match the previously offered rate.
  
  Regarding your booking C5GZ7F2656Q2, as per our policy, "If you choose to change or cancel this booking you will not be refunded any of the payment," which indicates that the booking is not eligible for a refund. We regret that we are unable to provide a refund at this time.

• Initial Complaint

  Date:07/09/2025

  Type:Sales and Advertising 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 recently booked a hotel stay through Hopper. Upon checkout, the hotel gave me my receipt. The receipt showed charges that was a difference of $163.72 between what Hopper was charging me (Including *************** & what the hotel receipt said. When I reached out to Hopper, FIRST I was told that the difference was the amount of taxes that Hopper had to pay that were NOT paid by the hotel. Then, when I looked further into my invoice from Hopper, they had a listed charge for taxes of $82.30, still leaving an unaccounted/undisclosed amount of $81.42. When the customer service **** I was speaking with couldnt tell me what that amount was for (He just kept saying it was Taxes), I asked to speak to a supervisor.When I spoke to a Supervisor, he also tried to tell me that it was for Taxes. When I explained the math, he changed that he was saying to sayin that Hopper is a *************** need to make money & that this amount (that he adamantly said was not an official Fee or Charge) is Hopper's Business Rate.??When I questioned why this Business Rate wasnt disclosed to their customers (ME) he said its because that amount isnt for the customers to know. Its for **********************. When I asked why they dont disclose this rate he again kept repeating the same reversed spiel about it not being a Fee or Charge, & that it wasnt for customers to know, because ********************** is a business & needs to make money & that Rate (NOT a Fee or Charge is how they do that. When I asked how they get to that number, he again just kept repeating that same spiel, Never actually answering why this Rate is not disclose to hopper customers.?? I told him, the issue" isnt them charging a Rate/Fee/Charge (Whatever loophole word they wanna use). Its that they dont disclose that Rate to their customers.??They did offer to reimburse me the $81.42 as a "1 time courtesy" but I still havent gotten that yet, and I doubt I ever will.

  

  Business Response

  Date: 07/10/2025

  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 record regarding your booking P5G7QKBB7B7B, it appears that a refund amount USD81.42 was initiated in our system on July 09, 2025. Please be advised that refunds typically require 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 extended processing times, potentially 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: 07/14/2025

  [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. They are correct, after I submitted my compliant, they did indicate a refund of the amount that they Stole from me. As I am NOT satisfied, I also know that they aren't going to do anything else for me in regards to 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. I do hope that my initial complaint stays public for other potential customers of theirs to see so that they are not taken advantage of like I was
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:07/08/2025

  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 froze Lufthansa flight prices for 5 people for a period of 21 days, paying 244. It was essential for me that hand luggage was included. Since Hopper only mentioned a small personal item, and ********* always includes hand luggage regardless of fare, I assumed it was covered.Due to many negative experiences, I became suspicious and wanted to clarify this directly with Hopper. I also contacted *********, who referred me back to Hoppers policies.Initially, I was completely unable to reach Hopper despite trying multiple channelsthe app, Instagram, X (*******), and the chatbotall contact attempts were blocked or ignored.On June 27, 2025, the chatbot finally responded, confirming that no hand luggage was included. Following this, I requested a refund and was told that a supervisor would contact me in writing within 7 days regarding this matter.That never happened. After waiting more than 9 days, I followed up but still received no meaningful written responseonly generic replies and a Contact Support button that connects exclusively to an international phone hotline, which is not toll-free for EU customers and involves long wait times.Because of this lack of clear communication and support, I was forced to book flights elsewhere.Hoppers baggage information was misleading and unclear, and their failure to provide timely written answers prevented me from benefiting from the Price Freeze I paid for.I have documented the interaction with screenshots.I demand a full refund of the 244 paid for the Price Freeze. I do not accept app credit or phone-based solutions.

• Initial Complaint

  Date:07/07/2025

  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 referred 15 friends to Hopper using their in-app referral program and received a $425 hotel voucher as promised. When I tried to redeem it, Hoppers app declined all 3 of my valid credit cards (including debit and credit from different banks), despite these cards working perfectly elsewhere. I contacted support, who gave me no resolution and told me to wait an hour. It still didnt work, and the hotel prices began rising during this wait period.Additionally, Hopper offered a pay extra for refund flexibility option at booking, claiming I could cancel up to 24 hours before check-in. When I called customer support, the representative admitted this refund was not actually available because the hotels policy is no cancellations. Hopper advertised a refund feature that was not real this is deceptive.I followed all the rules, invited 15 real users, and earned this voucher honestly. Hopper is now effectively blocking me from using it while prices increase, and is falsely advertising refund options they wont honor.I am requesting either: The ability to use my $425 voucher with a successful booking at the original price Or full compensation for the value of the voucher and misleading refund feature

  

  Business Response

  Date: 07/10/2025

  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 record regarding your referral voucher concern, we can confirm that a hotel reservation was created on July 9th with confirmation: JPJGVZDRHW64 at ***************** & Mineral Water Spa with a check-in date of July 26th and a check-out date of July 29th, utilizing the referral voucher for USD ******. Given that the hotel reservation has been successfully made and your referral voucher has been redeemed, we consider this particular case regarding your voucher concern to be resolved.
  
  We understand that issues can arise, and we are committed to ensuring a smooth and positive experience for all our customers. If you have any further questions or require additional assistance regarding this booking or any other matter, please do not hesitate to contact 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.

• Initial Complaint

  Date:07/06/2025

  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 am filing this complaint because Im not sure if they even really processed my refund i stayed at this hotel and they had a ***** I spoke to the hotel they agreed to provide me. Full refund the first *** from the hopper called the hotel himself and confirmed the refund the communication is a nightmare so that *** the first one the guy called the hotel himself and they confirmed my full refund with him I didnt know he was going to call the hotel once we hung up the second *** was a lady who said my refund was processed and it was going to show up within 45 minutes I speak to her supervisor whose saying he now has to call the hotel again even though his *** called the hotel and the hotel confirmed they will give me a refund this has been a nightmare I just want someone to see if my refund was really processed by the hopper because inconsistent things going on doesnt make me comfortable I want a full refund plus my credit I want a coupon

  

  Business Response

  Date: 07/06/2025

  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 record, KCNZRBB5X6LD, it appears that a refund request was initiated in our system on July 06, 2025. Please be advised that refunds typically require 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 extended processing times, potentially 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: 07/06/2025

  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.
  I am not satisfied because I didnt get any credit it was suppose to be 100 dollars and its not on my hopper account 
  FAQ
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 07/09/2025

  We appreciate your patience and once again, we apologize for the delay.
  
  We have confirmed that the USD ****** refund has been issued to your original payment method. The Refund Acquirer Reference number is BW93XNWWH9V9C882, which will assist your bank in tracking the transaction. Typically, refunds are posted within 3-10 business days, but this can vary depending on your bank's processing times.

  Customer Answer

  Date: 07/09/2025

  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.  My response is the *** that I spoke to a man said for the inconvenience I would get a credit for a future hotel booking and yet its still not anywhere available on my account so thats what Im saying the calls are recorded Im sure so where is the credit 
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:07/01/2025

  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 made a reservation for a car rental and car insurance with Hopper. I was unable to get the car because Routes does not allow in city rentals. I was unaware of this policy, therefore my car reservation was denied. I contacted Routes to start a refund since the company denied my reservation. The stated that I would have to work directly with Hopper. I contacted Hopper and they refused to provide a refund. Even though NO services were rendered, they still refused to provide a refund. I tried multiple times to get this matter resolved without any resolved.

  

  Business Response

  Date: 07/01/2025

  Upon reviewing your booking, we found that the "Important Information" section explicitly states that local renters are not allowed. We then contacted our car rental partner, who advised us that you are a resident of *******. This is why your rental was denied when you arrived at the pick-up location.

  We understand this is a difficult situation, and we did advocate for an exceptional refund on your behalf. However, our partner is firm on upholding the booking policy. As such, the booking remains non-refundable, and we must adhere to their nonrefundable policy. We suggest reaching out to your insurance provider to inquire about potential compensation. Thank you for understanding and we sincerely regret any inconvenience this may have caused.