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:01/16/2025

  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 kept getting an error message over and over again when trying to book a hotel. I called and the lady said she handled it. Didnt realize until I saw 4 chargers on my bank account that they charged me almost $30 dollars more for my stay. I called again and the customer service *** was extremely rude and said we do not price match, we dont control the prices and I was not asking for a price match, I was asking for the original amount to be charged on my card, not almost $30 more. The customer service *** was named ******** Shugarma. Ive been using Hopper for years and after this encounter l, I do not believe I will be.

  

  Business Response

  Date: 01/21/2025

  We would like to extend our apologies for any inconvenience caused. I have reviewed the case, and upon checking booking HWDZ9SPL9NC8, it appears that there was a past date hotel reservation at *************************. Based on the payment history, there were two charges on account last *******; however, the charge USD539.65 was voided and the system captured USD565.56 as the total amount of the reservation. I'm really sorry for this experience. Due to this inconvenience, I have issued a USD50 voucher 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 - *********************************************************.

  Customer Answer

  Date: 01/29/2025

  [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:01/15/2025

  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 reached out to the business regarding a promo I found on the companies website, one promo was for $300 of a booking, or 25% percent off, neither promo code worked for me, I reached to customer service even spoke with a manager, The manager name Rohit, Stated to me, If the promo isnt working its nothing he can do, I even took a screenshot and emailed it him, He still provided no help or a resolution. I feel the company is intentionally doing a bait and switch, The offer sounds great, however its not a real deal.

  

  Business Response

  Date: 01/16/2025

  We would like to extend our apologies for any inconvenience caused. Based on the complaint, it is regarding Hopper promotions. I have reviewed the case and to provide details on this, please note that promotions are one-time personal discounts. Promotions have specific applicability and expiration rules, which you can review in your Hopper Wallet before redeeming towards a purchase. If you tried to book on the app and promotion does not apply, this means that it is not applicable on the booking that has been purchased.

• Initial Complaint

  Date:01/14/2025

  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 should have never used hopper. I booked a rental car months in advance. When it came time for the trip I couldnt renter who I booked thru. I was hoping Id get a reminder for some company, but nothing! I booked thru another agency , when I got back , hopper asked how the car was and charged me ! I was like what ? Never heard of that . Please st d updates to your customers! The hotels and airlines do ! I deleted the app

  

  Business Response

  Date: 01/15/2025

  We would like to extend our apologies for any inconvenience caused. I have reviewed the case, and upon checking booking US242607750, it appears that it was a past date car rental with Ace at DEN Airport. Based on the record, the booking confirmation email was sent 10Dec24 at 12:02 and email was open/read at 20:17 on 10Dec24. Customers have reached out with our support team yesterday 14Jan25 to cancel the booking. Since booking is already a past date reservation, this is considered utilized and it will be a non-refundable booking. I really wish there was more I could do for you in this case, but please understand that we are 100% bound by the policy, and we cannot process any refund without their authorization. However, I have initiated the cancellation of the insurance (Policy # ET5F-YJPU-INS) with RentalCover for an amount of USD84.00. Kindly allow 5 to 7 business days for the refund to reflect in your account but oftentimes, it may be returned sooner than this, depending on your issuing bank and the original form of payment used.

• Initial Complaint

  Date:01/14/2025

  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 purchased a ticket December 26th to ************* and I can't go in August so I wanted to cancel it cuz the trip is in August and I can't go then but I am going to ******* next month and I wanted to use the ticket to go there instead but the company meaning Hopper said that for $100 they will switch it over but I can only fly to ****** and I don't plan on going to ******. And it has to be done within a year

  

  Business Response

  Date: 01/15/2025

  We would like to extend our apologies for any inconvenience caused. I have reviewed the case, and upon checking booking JCTOFF, it appears that there is a confirmed roundtrip flight with JetBlue for routing BOS to ***. I understand that passenger would like to modify the booking. I have checked the ticket fare rules, and I can see that it's a non-refundable basic economy fare. Since this fare type is often the best rate available, it is more restrictive and the airline does not permit any changes; however, booking can be cancelled for a USD100 fee. This can be done directly on ******* website. Funds will be in the form of a JetBlue travel credit, valid for 12months from the original ticketing date. Ticket restriction can also be viewed directly on JetBlue website: ************************************. I really wish there was more I could do for you in this case, but please understand that we are 100% bound by the airline's fare rules for each ticket, and we cannot process any changes or cancellations without their authorization.
  
  I also wanted to let you know that for the next time you book with us, you can filter out basic fares (*****************************************************************************) from the search results - this way, you won't accidentally book a restrictive basic economy fare.

  Customer Answer

  Date: 01/15/2025

  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,

  ****

  I will accept the response but I have to make sure that I can use the ticket anywhere in *****************. They originally said all I could do was go to ****** and actually pinpointed it to Cancun one .number two my  last name is spelled wrong. It's ****** not the way it's there. that might have been my error

   

  

  Business Response

  Date: 01/16/2025

  I have reached out to ******* directly to verify your concern. As per advised, once you have canceled the booking and the funds are in ******* travel credit, you can book a flight to any routing you prefer. Regarding your name correction, please note that the system follows the name that is on the Hopper app. If the last name is incorrectly inputted, can you please provide us with a copy of your travel ID showing your correct name and date of birth? If it's for international travel, please be sure to provide your passport. If it's for domestic travel, an ID or driver license will work. We'll need to contact the airline to see if they are able to process a name correction for you. Please note that name corrections are at the discretion of the airline's rules and while Hopper support is more than happy to process the correction for you, we can only do so with the authorization from the airline.

  Customer Answer

  Date: 01/16/2025

  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,

  ****

   

   I'm rejecting this because I do not know where to send. My travel ID didn't even give me the option. So if somebody could tell me where to send my travel ID with the correct name meaning the correct spelling I'll do that

• Initial Complaint

  Date:01/08/2025

  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 used *********** travel to book a hotel room on hopper. Hopper charged me for the hotel room, sent ma confirmation but did not actually book the room with the hotel. I was at the hotel and there was no room...and the hotel even showed me a cancellation confirmation. I was stranded in a strange city thanks to Hopper. Since then I've contacted them 11 times and spoken to call center supervisors who all repeat the same lie - they put me on hold, claim to call the hotel in question, come back on the line and insist that the hotel says there was a room and that for there to be a refund the hotel would have to refund it first. This is all a blatant lie. I have spoken to the hotel myself. And they have never received a call from Hopper or its intermediary wholesaler. Hopper is simply lying to keep from refunding me.

  

  Business Response

  Date: 01/09/2025

  We would like to extend our apologies for any inconvenience caused. We have reviewed the case, and upon checking booking ZPC44X3TJS38, it appears that there was a confirmed past date reservation at ********, ****************************** on 2024-12-20 to 2024-12-21. We have reached out to the hotel directly and were informed that booking is active and payment was processed. Based on their system, there was no information or remarks that guests arrived at the property and were denied to check-in. Since no guest arrived at the property, the guest was tagged as no-show and the hotel denied the refund request. As much as we would like to provide you a refund, unfortunately, we cannot do so. I really wish I could do more to help you. Unfortunately, we doesn't have any control over this kind of policy. Please understand that we are 100% bound by their policy, and we can't process a refund without their approval.

  Customer Answer

  Date: 01/09/2025

  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. 

  This is infact not true and an outright lie. I have called the hotel and spoken to the shift manager. They have sent me an email confirming this. They have absolutely no record of contact from Hopper or its wholesale supplier. Hopper has refused to call the hotel on a conference call with me. I have recorded calls with hopper customer service - recorded with consent from their agents - where they have repeatedly changed stories and lied and then refused to cooperate further. It's an obvious money grab. The hotel never had a reservation, nor was the hotel ever paid for this booking.
  
  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,

  Kapil

   

   

  

  Business Response

  Date: 01/12/2025

  This is to acknowledge the response. Again, we apologize for any inconvenience caused. I understand that you were able to verify with the Fairmont ********************* that there was no booking and payment on your reservation. Could you please send us a copy that the shift manager confirmed that booking is not confirmed for us to provide to the hotel for further investigation since they have denied our refund request and informed you that you are tagged as no-show for the booking? Once we receive the copy and verify it, we will proceed with the refund.

  Customer Answer

  Date: 01/21/2025

  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've previously provided you a copy of the letter from the hotel. I've also offered to call the hotel with you on a three-way call. The hotel has confirmed there was no room. Please refund my money.
  
  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,

  Kapil

   

   

  

  Business Response

  Date: 02/04/2025

  I would like to extend my apologies for the late response to your concern. I have reached out to our support team for further investigation on this case and as a one-time exception, we have processed the refund amount USD33.64 back on the original form of payment and the carrot cash USD300.00. 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.

  Customer Answer

  Date: 02/09/2025

  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 # ********.

  Thank you for the response. I appreciate your ******* effort in resolving my complaint and I am thoroughly satisfied with the resolution offered. I have received the $33 refund on my credit card, however, there is an issue with the refund of the hopper cash portion.. I know that *********** travel is powered by hopper...and having separately used hopper outside of ***********, I am familiar with hopper cash. However, in this case, the $300 credit was a *********** travel credit. I see where you have refunded it in my account history...but it shows has having expired in January as it is an annual credit offered with my credit card each calendar year. I have a separate credit of $300 for the 2025 calendar year but the $300 you refunded was already in an expired state since the refund date was after the anniversary date. Had the issue not occurred in the first place, or had the refund taken place in time, I would have been able to use the expired $300 as planned. Please reinstate the expired $300 (or replace it) so I can actually use it. Thank you kindly.
  

  
  Regards,

  Kapil

   

   

  Customer Answer

  Date: 02/19/2025

  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. 

  Thank you for the response. I appreciate your ******* effort in
  resolving my complaint and I am thoroughly satisfied with the resolution
  offered. I have received the $33 refund on my credit card, however,
  there is an issue with the refund of the hopper cash portion.. I know
  that *********** travel is powered by hopper...and having separately
  used hopper outside of ***********, I am familiar with hopper cash.
  However, in this case, the $300 credit was a *********** travel credit. I
  see where you have refunded it in my account history...but it shows has
  having expired in January as it is an annual credit offered with my
  credit card each calendar year. I have a separate credit of $300 for the
  2025 calendar year but the $300 you refunded was already in an expired
  state since the refund date was after the anniversary date. Had the
  issue not occurred in the first place, or had the refund taken place in
  time, I would have been able to use the expired $300 as planned. Please
  reinstate the expired $300 (or replace it) so I can actually use it.
  Thank you kindly.
  
  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,

  Kapil

   

   

  

  Business Response

  Date: 02/25/2025

  I apologize that the credit that was issued back to your account is now expired at ***********. Please note that for this kind of concern, I would recommend contacting *********** at ************** for them to verify and check your account. Unfortunately, we are unable to service questions regarding these partner products as they are handled by a separate team. Our dedicated customer support team is available 24/7 and 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:01/07/2025

  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 flight from ******************** was cancelled due to damages in and around *********, ** after Hurricane ******. I had to book another flight from **********, SC the day I was supposed to fly out of *********. Both ********** and ***************** refunded the ticket amounts to credit cards I dont own. I'm assumming therefunds were paid by Hopper using accounts they own. ********************** has never refunded us for the amount we paid. I can only assume after filing a claim with them and with our credit card company that we will never get this refund. ******** dispute cancelled the provisional credit citing it was a legititmate purchase (which it was). It's the refund that we're disputing.

  

  Business Response

  Date: 01/08/2025

  We would like to extend our apologies for any inconvenience caused. I have reviewed your case, and upon checking booking H-P7XXZE4LLJ, it appears that you had a canceled booking with *********** and *****************. I have initiated the process to refund the amount of USD481.97 to the original form of payment, the card ending in the last 4 digits 9393, in our system. 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.

  Customer Answer

  Date: 01/14/2025

  [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 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:01/06/2025

  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.

  Unlike most people who resent insurance, I appreciate that the premium paid is for peace of mind. However, the peace of mind I had by virtue of purchasing XCover protection every time I flew was illegitimate because the ****** operates in bad faith. On the day of flight, I was forced to go to the ** due to excruciating pain that precluded my flying. I then rescheduled my flight for two days later. With proper documentation of my illness and proof of the rescheduling fee, I submitted my claim. XCover promptly denied it, alleging that my flight was rescheduled and not cancelled and thus they will not pay anything. The basis of their denial is a logical fallacy: one cannot receive a substituted flight without the cancelation the preexisting flight. Such is the nature of rescheduling. **** **, XCover implied lay confirmed that, had I cancelled that flight and purchased a new one altogether at the necessarily significantly higher price given the proximity of flight to Christmas, XCover would have reimbursed me the cost of the flight I missed or cancelled. I would also note that this course of action would allow the airline to enjoy a greater profit from me, suggesting collusion between XCover and airlines. Ultimately, XCocer shirked their its contractual obligation by asserting the letter of the contractual terms to deny the spirit of it. I have always purchased XCover protection on every flight-and encouraged everyone I know to do the same. Having discovered its bad faith practices consistent with the stereotypically avaricious and unprincipled insurance company, I will never purchase any coverage ****** again. This means Ill need protection only airlines can provide, so Im also done with Hopper.

  

  Business Response

  Date: 01/07/2025

  I have thoroughly reviewed the concern, and upon checking, it appears that you have a past date confirmed booking NIJISM with ***************. Based on our record, I can not see that you have reached out to our support team with regard to this concern. Since ****** is our third party partner, we do not have any control regarding their claim policy. If you want to submit a complaint to Xcover you can reach them directly here: ***************************************. Their support team is available 24/7.

  Customer Answer

  Date: 01/07/2025

  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. 

  
  Hopper refused to accept any responsibility for partnering with a clearly disreputable agency. Neither was any resolution proposed. At this point I would have accepted half the fed for the medic ally necessitated rescheduling of my flight. Instead, Hopper had the temerity to remind me to be professional and courteous during this process, despite the fact that I did not use any profanity or objectionable language, but instead merely provided an accurate account of the terrible treatment I experienced. 
  
  Regards,

  Dolapo

   

   

  

  Business Response

  Date: 01/08/2025

  We have thoroughly reviewed your case again and reached out with JetBlue directly to check the booking. Based on the investigation, passengers voluntarily change flights on the website with a fare difference of USD175.01. Kindly note that this fee is collected by the airline due to the flight being confirmed at a higher fare. Also, the passenger purchased the checked in bag for USD35.00. Please note that we are unable to refund these fees as this policy is provided by the airlines. As much as we would like to provide you a refund, unfortunately, we cannot do so. I really wish I could do more to help you. Unfortunately, Hopper doesn't have any control over this kind of policy. Please understand that we are 100% bound by their policy, and we can't process a refund without their approval. For your future booking, I would recommend to purchase Cancel For Any Reason. You may visit this link: ********************************************************************************* to know more details of this service.

• Initial Complaint

  Date:01/04/2025

  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.

  This all started back in November when i booked with hopper for our trip to ********** and the hard rock hotel. I went into the app and made the booking I didnt even see where you could add a child to the reservation and i added the trip insurance . I then called them to see what they can do about adding my daughter and they said I had to cancel it and rebook so he can do it on his end so that what i assumed was done. Then i called back again and realized the trip insurance wasnt added this time on the booking and he said I cant do that on my end to help you have to cancel and rebook so i did just that only to realize that I was refunded in carrot cash and couldnt use that towards it so I let it go I wasnt spending any more money with them . Now two days ago I was in contact with the hard rock trying to book a birthday celebration add on package and they informed me my reservation was only for two adults. So I called the hopper app and then she said I needed to cancel and rebook and I told her I dont think I should have to pay the price it is now when your company made a mistake and she told me i would receive a refund of the $500 difference once someone would have time to listen to the call and now they are not giving me a refund. I am not sure if they get paid on amount of bookings but this is not good customer service. Please help I am so frustrated I have cried about this and I have tried to stay calm with the people helping me but I am beyond that point now ,

  

  Business Response

  Date: 01/04/2025

  We would like to extend our apologies for any inconvenience caused. I have reviewed your case, and upon checking booking BDPCJZSGK94R, it appears that you had a confirmed hotel reservation at *************** & Casino Punta Cana All Inclusive. Based on our records, you have canceled your booking DF7Z4BZSWCWG and X48JPNCXXL43 on the Hopper app 09Nov24. You reached out to our support team on ******* regarding the refund that you have received. I have listened to the call conversation, and this concern is about creating a booking at the same hotel and adding insurance and VIP. My colleague informed you that you do not need to add insurance since booking can be canceled until 28Jan25. You contacted our support team on 01Jan25 regarding additional guests. My colleague tried to contact our partner; however, due to the bank holiday, the office was closed. We have sent an email to our partner to request adding a child to the booking, but we have not received a response from them. Yesterday 03Jan25, you called our support team since the booking is still confirmed for 2 adults. My colleague reached out to our partner to verify an update on the email that we sent; however, as per checking, they are not allowed to modify bookings. According to the hotel, you can book a child directly upon check for an additional rate of USD189 USD per night, totaling USD1134 for 6nights. We have offered you the option to cancel the booking and book a new one since we found a lower rate compared to adding a child upon check in. In this case, the rate is now USD4032.97 from USD3502.89. In line with this, we can not process a refund of USD500 since there was no request to add a child as a guest from 10Nov24. As much as we would like to provide you a refund, unfortunately, we cannot do so. I really wish I could do more to help you. Again, I sincerely apologize for the experience that you have encountered on your booking.

  Customer Answer

  Date: 01/05/2025

  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,

  *******

   

   

• Initial Complaint

  Date:12/30/2024

  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 have had a Hopper account for years and refer for them every so often but this time they refused to hot my voucher of $340 to go towards a hotel room I dont think its right that they make up an excuse and choose not to honor valid refferal claims I see a attribution in there near future if they keep on with the service there giving they honored my refferal when I first started now they choose not to honor my vouchers there will be so many others complaining as well cause I have brought plenty or my family and friends to hopper and even bragged about them to them just for them to do me that way.

  

  Business Response

  Date: 01/03/2025

  I have reviewed your account and were so sorry youre having difficulty claiming your rewards for the Referral Program. Unfortunately, as per checking your record, Im sorry to say it will not be possible to redeem your rewards as a result of recent signs that attempts were made to accumulate/employ Referral Rewards in a way unintended for its use or purpose on your Hopper account. We're not able to release your rewards as a result. We apologize that we are unable to provide more details.
  
  While we know this isnt the outcome youd hoped for, we appreciate your cooperation and understanding. Please accept our apologies for any inconvenience caused by this issue.
  
  

  Customer Answer

  Date: 01/03/2025

  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 resolutions .  If you do not enter a reason for your rejection, your complaint will be closed as Answered.] Im not satisfied with the response from the business as in I did nothing wrong and I feel as if they just dont want to honor my refferals that I worked hard to get its unfair and Im not satisfied with response received.
  
  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,

  *******

   

   

  

  Business Response

  Date: 01/08/2025

  I have reached out with our support team for further investigation on this case. Based on the account, the system found issues regarding how the account holder accumulates the referral reward. Due to these technicalities we are unable to resolve this concern. Please accept our apologies for any inconvenience caused by this issue.

• Initial Complaint

  Date:12/29/2024

  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.

  Very unprofessionally. I asked to speak to a manager and they transferred me to Senmy. She was awful. I am requesting a refund and since it was within the 24 hours, I am eligible for a full refund. She processed to talk to me in circles and then once the 24 hours hit she said there was nothing she could do. I lost my flight refund because she did not want to call the airline and now the airline is closed and she blamed everything on me. Very unprofessional! I lost money because of Semmy.

  

  Business Response

  Date: 01/03/2025

  We would like to extend our apologies for any inconvenience caused. We have reviewed your case and upon checking booking Z-H1DO7P7A2, it appears that you had a confirmed flight with *************. Based on our record, you have reached out with our support team 28Dec24 to request for a flight cancellation. My colleague did reach out to our airline partner for the cancellation; however, the refund was denied due to ticket policy. I understand that you have contacted us within 24hours for the cancellation, and again, I apologize for the experience. As a one-time exception, I have initiated the process to refund the amount of COP1,700,440.00 as goodwill to the original form of payment, the card ending in the last 4 digits 5550, in our system. 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.

  Customer Answer

  Date: 01/07/2025

  [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:
  
  Wow, I am thankful for this gesture.
  
  Regards,
  
  **** ****