ComplaintsforRocket Travel, Inc.

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Overcharge of a hotel room rate. Have receipt from the hotel showing a different total charge and payment made in full. Rocket Travel refuses to submit any documentation whatsoever explaining how and why the feel they are justified/authorized to submit a charge our credit card for more than this amount. Refuse to escalate issue to a manager, refuse to provide ANY contact information for us to do so. Refuse to send a copy of the confirmation email - which we never received - showing what they say is the original higher agreed upon room rate (said it was not possible to send the email, although THEY CAN see the email and it has a higher rate). No explanation as to why they could not send a copy of the email, simply that "it is not possible". Refused to contact the hotel with us on the line - stated their phone system does not allow them to make outgoing phone calls!!! Interesting, since the first thing they ask is what is the best number to reach you so they can call you back if you get disconnected. One of countless lies we were told. We were blatantly lied to multiple times, placed on hold countless times for 5-20 minutes at a time while they "researched" the issue, and "disconnected" twice with of course no call back to us. Absolutely 0 resolution and complete and utter unwillingness to do anything whatsoever to assist with resolution after over 2 hours on the phone and getting "disconnected" 2 times. This is the worst company ever. Truly unbelievable how terrible they are. I have never encountered anything this bad. Utter failure of customer service with repeated lies, refusal to assist, and fraudulent charges submitted.

  Business response

  08/02/2024

  Dear ******,

  I would like to address regarding your complaint on the price discrepancy for your recent hotel booking with our platform.

  I understand your frustration with the difference between the room rate you were charged ($185.15) and the rate the hotel disclosed to you ($143.41). As an online travel platform, I want to provide you with a detailed explanation of how our pricing structure works, and why the rate you were charged may differ from the hotel's direct booking rate.
  
  As an online third-party booking platform, we have a special contracted rates with hotels. These contracted rates allow us to get commission for advertising the rooms, while at the same time we could offer our customers additional benefits, such as the ***** Southwest Rapid Rewards points you earned with your booking after your check out date.
  
  The rate you were charged is the price agreed upon prior to making the booking, which may be higher or lower than the hotel's direct booking rate. This is a standard practice in the online travel industry, as it enables us to provide a variety of services and benefits to our customers. 
  
  I understand your frustration with the price difference, and I want to be transparent about our policies. However, I am unable to provide a refund for the discrepancy, as this is how our business model operates. By booking through our platform, you gain access to these additional benefits, which contribute to the overall rate you were charged.
  
  Regarding the confirmation email that you claimed never received, our records indicate that it was sent to you after the booking was made. The manager whom you spoke to few days ago had also resent the confirmation email to you as requested during the call with her.
  
  I have also reviewed the interactions with our team, and I believe that the said manager provided a thorough explanation of the situation. Unfortunately, you were still unhappy and insisted on speaking with another manager, which was unnecessary given the information that had already been provided.
  
  I hope this email has helped to clarify the situation and the reasoning behind our pricing and policies. If you have any further questions or concerns, please do not hesitate to reach out to me directly by replying to my email that was sent separately.
  
  Kind regards, 
  Ain
  Manager
  Rocket Travel Concierge
  ************** (US & ******)
  ************** (International)

  Customer response

  08/02/2024

   
  Complaint: 22076863
  
  I am rejecting this response because:

   

  There are even MORE lies in this response.  

  
  

  1.  The statement that the rate that we were charged is the price agreed upon prior to making the booking is inaccurate.  Furthermore, Rocket Travel has refused to provide any documentation backing their claim that $185 was the agreed upon room rate.

  2.  We did NOT book directly with the hotel, so the assertion that the rate that we were charged may be higher than the hotel's direct booking rate is meaningless and inaccurate.  

  3.  NOWHERE on the site does it indicate that the customer will incur additional charges for "commission for advertising the rooms" above and beyond the price indicated on the reservation site

  4.  Rocket Travel asserts that a confirmation email was sent, but refuses (stating they are "unable") to resend a copy of the original confirmation email.  However, the representative was able and more than happy to send a new email while we were on the phone with her.  However, the new email would reflect the current date (date of the phone call) and would reflect the room rates on that day, not on the day that we stayed at the hotel and unrelated to the rate that was indicated on their site on the date that we made the reservation.  She refused to provide any explanation as to why she could not send a copy of the original confirmation email, just repeated over and over again that she was "sorry, but it is not possible".

  5.  The response indicates that it was "unnecessary" for us to speak with a manager.  We requested COUNTLESS times to be transferred or given contact information for a manager, and that request was flatly refused.   We made it very clear that we were completely unsatisfied with the utter lack of any resolution to our concerns, and the request to speak with a manager was absolutely within reason.  It is highly inappropriate for a representative to determine whether or not a discussion with a manager is "necessary".

  6.  The response indicates that the representative resent the confirmation email as requested during the call with her.  As indicated above, that is absolutely, positively, ,100% a LIE.  She refused MULTIPLE times to do so. I would love to see them produce a copy of this email that they state they sent.  
  
  Sincerely,
  
  *****************************

  Business response

  08/08/2024

  Dear ******,
  
  Thank you again for your detailed feedback regarding my previous response. I would like to provide a more thorough response to your rejection.
  
  The statement that the rate you were charged is the price agreed upon prior to making the booking is accurate. As an Online Travel Agency (OTA), we have special contracted rates with hotels that can differ from their directly published rates. These contracted rates are the prices we agree to with the hotels, and are what we then display to customers during the booking process.
  
  The fact that you chose to book with us instead of directly with the hotel demonstrates that you wanted to take advantage of the benefits and convenience that booking through an OTA can provide, such as the ability to earn rewards points or miles. It is a common and well-established industry practice for OTAs to have rates that vary from the hotel's direct booking prices. This is how OTAs are able to offer value-added services and earn a commission on the bookings.
  
  It was not our fault or responsibility to explicitly state this industry practice on our website, as it is a widely understood concept among travelers. Customers who choose to book through an OTA generally do so with the understanding that the rate may differ from the hotel's direct price, in exchange for the added value and convenience we offer. The assertion that the rate you were charged may be higher than the hotel's direct booking rate is entirely relevant, as it speaks to the fundamental way OTAs operate. By booking through us, you were choosing to forgo the hotel's direct rate in exchange for the other benefits an OTA can provide. This is a trade-off that customers willingly make when they decide to book through an intermediary like ourselves instead of going directly to the hotel.
  
  Regarding your points about the confirmation email and receipts, these documents are generated automatically based on the booking details, and do not change the fundamental rate information that was presented to you prior to completing the booking. The rate shown in these communications is the same as what was agreed upon during the booking process, in line with our contracted rates with the hotel. I can see that 2 booking confirmation email was sent to you as per our record. one immediately after the booking was made, and a second one when you requested it during your previous call. Unfortunately, I am unable to share screenshots of our internal system, but I can assure you that the emails were sent as stated.
  
  Regarding your request to speak with a manager - I agree that it was inappropriate for the agent to determine whether that was "necessary." Customers should always have the option to escalate their concerns to a supervisor, and we clearly failed to accommodate that in this case due to limited headcounts for manager on duty to take your call. The agent should have promptly transferred the call or arrange a callback, regardless of their assessment of the situation. However I can see that the agent transferred the call and you were able to speak to one of the manager, but you still requesting for another manager.
  
  I understand your frustration with the price difference and the lack of resolution provided by our team. As a manager, I strive to provide a transparent and satisfactory experience for all of our customers. While I am unable to provide a refund for the discrepancy, as this is how our business model operates, I hope that I have been able to provide a more thorough and personalized explanation of the situation.
  
  If you have any further questions or concerns, please do not hesitate to reach out to me directly. I am committed to ensuring that your experience with our platform is a positive one.
  
  Kind regards, 
  Ain
  Manager
  Rocket Travel Concierge
  ************** (US & ******)
  ************** (International)

  Customer response

  08/08/2024

   
  Complaint: 22076863
  
  I am rejecting this response because:

   

  I find it incomprehensible that you continue to assert that we agreed to a room rate higher than what was posted on YOUR website, yet you continue to refuse to offer any proof of your claim.  Instead, you come up with ridiculous statements and, incredibly, even more lies.  You state in your response "I can see that 2 booking confirmation email was sent to you as per our record. one immediately after the booking was made, and a second one when you requested it during your previous call. Unfortunately, I am unable to share screenshots of our internal system, but I can assure you that the emails were sent as stated".   The representative absolutely, positively, ********* refused repeatedly and on multiple occasions after multiple requests to send a copy of the confirmation email.  She stated repeatedly that it was "not possible" to send a copy of the confirmation either via email, screen share, regular mail, or ANY other means. Her only response was that it was "not possible".   One of MANY lies that we were told.   I also find it utterly incomprehensible that this entire incident could be resolved immediately if you would provide us with a copy of the email that shows this higher room rate that you insist that we agreed upon.  You claim in your response that you "can assure you that the emails were sent as stated".  Okay, then in spite of the obvious lies that we were told that the email couldn't be resent, it clearly CAN be resent.  So, how about you send it again!  Yet you refuse to "resend" it to us!  The fact that you refuse to do so is really all that needs to be said.  You are LYING, you have NO PROOF of this agreement.   And of course, the reason you refuse to provide this proof is because you know, and we know, that it does not exist.  You charged our credit card an amount that is higher than the agreed upon amount and higher than you were authorized to charge on our card.  This is known as FRAUD.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a hotel online using the Rocketmiles website (order #*********). The purchase included a $40 Amazon gift card, which I have yet to receive. It's been over two months, and I've contacted Rocketmiles four times to request an update on my gift card and have not received a response. Please help. Thank you.

  Business response

  07/31/2024

  Dear *****,
  Thank you so much for your valuable time. We are glad to assist you. We have been working to have your Amazon gift card posted to your account and have completed our investigation. Please trust that this is not the service experience we aim to provide. In this digital era, system issues can occasionally arise. However, we were able to retrieve your Amazon gift card for you. Please check your emails since the Giftcardwas sent to your email. 

  If you have any questions or doubts, please let us know. We are happy to assist you and remain at your disposal for any further queries you may have.
  Kind regards,
  *****************************
  Customer Loyalty Manager
  ******************** Concierge
  ************** (US & ******)
  ************** (International)
  

  
  

• Initial Complaint

  07/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Customers on aadvantagehotels.com can use a filter to find hotels that meet their needs, such as pet-friendly accommodations. On most hotel search websites, choosing pet-friendly filters out any hotels that do not allow animals. But Rocket Travel, a third party that operates the website, has told me via email that the filter "prioritizes pet-friendly hotels while still displaying other available options in the area."This is problematic, and it becomes even more so when using the map view, because there's nothing to indicate the priority of one hotel over another.On June 18, 2024, I filtered for pet-friendly hotels, and the map view showed the DoubleTree by ********************************************************, but it does not allow pets. I didn't realize this until the day I was supposed to check in, after the deadline to cancel the hotel for a full refund had passed. I booked another hotel on aadvantagehotels.com as a sign of good faith, in hopes I would be refunded because of the filtering issue.Rocket Travel contends that this is "the way the filter is designed to operate" and it is "functioning as intended," not a "technical failure." But it is a UX failure that results in customers selecting hotels that don't meet their needs. *********** says it's the customer's responsibility to review hotel policies, even when using the filtering tools. But without language on the website to indicate this, a customer wouldn't reasonably assume a pet-friendly filter displays hotels that don't allow pets.Rocket offered to refund 50% of the total amount paid as a "gesture of goodwill." *********** threatened that if I filed a complaint, it would not provide any refund because "it would not be fair to our company."Rather than accept 50%, I believe the company should refund me the full amount, but my primary reason for filing a complaint is to make other customers aware of the filtering issue. If ******************** doesn't change it, perhaps American Airlines should contract with a different third party.

  Business response

  08/01/2024

  Dear *****,

  I am writing in response to your complaint filed with the Better Business Bureau (BBB) regarding your recent booking with our company.
  
  To provide some background, you had booked a hotel stay through our website and used the pet-friendly filter during the booking process. However,  you found that the property was not actually pet-friendly and you requested cancellation with full refund. Unfortunately the hotel has denied the request due to the request has been made after the booking policy become non-refundable.
  
  When I first received an escalation regarding this issue, I thoroughly reviewed the details of your case and consulted our technical team. They advised me that the issue you encountered was not due to a technical failure on our end. As I explained previously, our website's pet-friendly filter is functioning as intended - it prioritizes pet-friendly hotels while still displaying other available options in the area.
  
  The responsibility in this case lies with the customer to carefully review the hotel policies and details, even when using the filtering tools we provide, especially when you yourself noticed that the website show same number of hotels even after the filter option was used. Our website is designed to present information, but the final decision on suitability should be made by the customer.
  
  Additionally, you chose not to cancel the booking when it was still refundable, and the delay in taking action has contributed to the current situation. While I understand your frustration, I do not believe this was a technical failure on our part.
  
  After careful consideration, I offered you a 50% refund as a gesture of goodwill, to acknowledge the inconvenience you experienced. However, you have been unwilling to accept this offer and have insisted on a full refund.
  
  In my final response to you, I reiterated that I am unable to provide a full refund, as I do not believe the issue was due to a technical failure on our part. The 50% refund offer remains available, as I believe it is a reasonable resolution given the circumstances.
  
  I hope you can understand our position on this matter. If you have any other questions or concerns, please feel free to let me know, and I will do my best to assist you further.
  
  Kind regards, 
  Ain
  Manager
  Rocket Travel Concierge
  ************** (US & ******)
  ************** (International)

   

  Customer response

  08/02/2024

   
  Complaint: 22061872
  
  I am rejecting this response because I disagree with the companys contention that there isnt anything wrong with their websites filtering tool. 
  
  Sincerely,
  
  *************************

  Business response

  08/06/2024

  Dear *****,

  I am writing to address your rejection to our previous resolution offered.
  
  I've again carefully reviewed the information you provided initially when you contacted us, including the video you sent us showing your search process on our website. After a thorough analysis, I want to reiterate my stance on this matter and explain my decision in more detail.
  
  Based on the video, I can see that when you used the maps feature to display hotels in the area, the initial number of available hotels shown was 47. When you then applied the pet-friendly filter, the number of hotels displayed on the map remained at 47. This is because the filter function is designed to prioritize and display pet-friendly hotels at the top of the list, rather than reducing the overall number of hotels shown.
  
  The issue here appears to be that, since you used the maps view to search for hotels, you were not able to see the reordering of the hotels caused by the pet-friendly filter. Instead, you selected a hotel that was not actually pet-friendly, despite the filter being applied.
  
  I understand this functionality may have been confusing, and I appreciate you taking the time to provide the video to help me better understand your perspective. It's clear that the way our website handles the pet-friendly filter in the maps view was not intuitive for you.
  
  Due to that, we are willing to offer you a 50% refund for the booking. While I don't believe the issue was solely due to a technical failure on our part, I recognize that the user experience could have been improved. At the same time, I cannot provide a full refund, as you did have the option to cancel the booking when it was still refundable, and you waited until the last minute to do so.
  
  I hope you can understand my position on this matter. We take customer satisfaction very seriously, and I believe the 50% refund offer is a reasonable compromise given the circumstances. Please let me know if you have any other questions or concerns, and I'll be happy to discuss this further with you.
  
  Thank you for your time and consideration.

  Kind regards, 
  Ain
  Manager
  Rocket Travel Concierge
  ************** (US & ******)
  ************** (International)

  Customer response

  08/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I appreciate that the business is willing to admit that the functionality of the filtering tool can be confusing and not intuitive, for some users, and I realize that accepting their response is the only way to resolve the complaint. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July 2024, I made a hotel reservation for November 2024 but inadvertently selected the wrong check out date. I called back within the hour and the representative told me that the reservation was non-refundable and I would lose my entire deposit. I tried working with them but was told there was nothing they could do.

  Business response

  07/30/2024

  Hello,
  
  Thank you for reaching out.
  
  Unfortunately, we were unable to locate the mentioned reservation in our system. We would like to remind you that we offer two types of reservations: refundable and non-refundable.
  
  If your reservation is refundable, you can proceed to cancel it and rebook with the correct dates. However, if the reservation is non-refundable, we are unable to modify or cancel it due to the cancellation policy associated with such bookings. If you'd like, please provide the confirmation number so we can further investigate for you.
  
  If you have any further questions or need assistance with another matter, please feel free to contact us.
  
  Kind regards,
  
  ***********************; 
  Customer Loyalty Manager  

  Customer response

  07/31/2024

   
  Complaint: 22052050
  
  I am rejecting this response because:

  The reservation was made through Citi Travel which is operated by Rocket Travel.  Rocket Travel claims they do not have the ability to cancel non-refundable reservations even when inadvertent but that is simply not true.  They have the ability to do so and I called Rocket Travel within the hour to correct my error.  The reservation was made for several months in the future so they had ample time to find another customer for the one day that was inadvertently booked.  I was planning on rebooking for the correct days right away but they used their draconian cancellation policies to claim they could not issue a refund.
  
  Sincerely,
  
  *********************

  Business response

  08/12/2024

  Hello *******,

  We are so sorry to hear that your experience with our company has not met your expectations. Customer satisfaction is our top priority, and I am truly sorry that wasn't demonstrated to you.
  
  Wed love the opportunity to regain your trust. I have reached out to our booking partner to look into the situation further as we heavily rely on the Hotel for approval when it comes to cancellation however, we do have to inform you that this cancellation is not guaranteed in any way.
  
  It is as per the property's policy, any cancellation/amendment will be charged the full amount and no refund will be given. These terms and conditions are stated on the website and can also be found on your confirmation email. Please note that Rocket Travel follows the policy given by the property and thus, cannot cancel/amend it.
  
  We regret to inform you that despite our numerous attempts to have the cancellation fee waived, the request was denied due to the cancellation policy. At this time, your original booking remains as is until/unless the property allows a free cancellation. Kindly note that the 24 hour cancellation law is for hotels based in ********** only. As your reservation is made for a stay in ********, the rule does not apply.
  
  Once again, we do apologize for the inconvenience caused. Please let us know if there is anything we can do further to remedy the situation for you.

   

  Kindest Regards,
  
  *************************
  Manager
  RocketTravel Concierge
  ************** (US & ******)
  ************** (International)

  Customer response

  08/14/2024

   
  Complaint: 22052050
  
  I am rejecting this response because:

  There are always exceptions to the general policy.  Holding customers responsible for inadvertent bookings is unacceptable, especially  when the error was identified quickly.  You have a choice to side with the customer or the supplier and you have chosen to side with the supplier and maintain your draconian cancellation policy.  No customer should have to deal with this and this should be illegal.
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We booked a hotel room, prepaid, using Advantage Rocket Travel for hotel ***********, ****************, ****** from Saturday, July 13, 2024 - Wednesday, July 17, 2024. When checking in we noticed the rooms air conditioning did not work. We stayed the first night without air. They moved us to another room the second day. When they did that, they took one bed away that we had paid for. Second, the air condition did not work in this room either. And third the room was filthy! We checked out two days early because of this and they will not refund us for the two remaining nights or give us our American airline miles. Rocket Travel states its the hotel that has to refund and the hotel said it is Rocket Travel that has to refund. Neither company will refund us the two nights we did not stay there. We checked out of this ***********, ****************, on 15 July 2024 at 1030 a.m. by ********.

  Business response

  07/31/2024

  Dear Fouad, 
  
  I'm writing in response to the complaint you filed with the Better Business Bureau regarding your recent hotel booking experience with our company, Rocket Travel. I understand this has been a frustrating situation, and I appreciate you taking the time to provide feedback through the BBB.
  
  Let me summarize the key details of this case:
  
  - You booked a hotel stay through our online platform and encountered issues with the air conditioning not working properly and the room being unclean.
  - You checked out 2 days earlier than planned due to these problems and initially requested a refund from our team.
  - When our representative contacted the hotel to request the refund, they initially denied the request, claiming the issues had been resolved.
  - You then filed a dispute with your bank to reverse the charges for the booking.
  - After your complaint was escalated, the hotel manager eventually contacted us via email and agreed to provide a refund for the final 2 nights of your stay.
  - However, since you had already initiated a chargeback dispute with your bank, we were unable to process the refund directly. The resolution of the refund then fell under the purview of your financial institution since we have accepted the chargeback claim.
  
  I want to assure you that we have made every effort to work with both you and the hotel to find a fair resolution to this issue. As a third-party booking provider, we are required to abide by the policies and decisions made by the hotel. Unfortunately, the chargeback process complicated our ability to directly refund you.
  
  Please know that we take customer satisfaction extremely seriously. We have carefully documented this case and have made changes to our processes to better handle similar situations in the future. I hope you can appreciate the challenges we faced, and I'm grateful for your patience and understanding throughout this process.
  
  If you have any other questions or concerns, please don't hesitate to reach out. I'm happy to discuss this further with you.

  Kind regards, 
  Ain
  Manager
  Rocket Travel Concierge
  ************** (US & ******)
  ************** (International)

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a hotel through the Alaska *************** website which is actually a 3rd party called Rocket Travel. I flew to ******* on July 12th, took a shuttle to the hotel with confirmation in hand and the hotel said they did not have any vacancies and went on to say that this website has been overbooking their hotel for several weeks and they cannot do anything about it.I had to make other accommodations. I called Alaska Airlines and was told to call Rocket Travel. I spent over an hour speaking to someone who barely spoke English who kept placing me on very long holds, and then said he had to call the hotel to verify what I said, so back on hold. Finally after an hour he stated that a refund had been issued and that I would receive co formation of that in my email within the hour. I verified my email address with him and also asked him to read me the confirmation number for the refund. He refused to give me a code and stated he was checking something and that I would be back on hold so I said ok and he hung up on me. During this conversation I had asked several times to speak to a supervisor and was refused. I was threatened with if he has to transfer me to a supervisor then it would quit the refund process and not be able to be restarted. It has been 3 days and I still do not have an email regarding the authorized refund. Yes, I checked my spam folder. Today I called **** of America and disputed the charges that hit my bank the same day I should have had a room but did not. I love Alaska Airlines, but they should not allow a company such as Rocket Travel which is clearly and fraudulently making money from Alaska Airlines customers by selling overcooked rooms and not refunding the money, to use the Alaska Airlines name. It is very difficult to reach anyone at "Alaska ***************" i.e. Rocket Travel, their phone number is very discrete. I had to call the *** line at AA to get the number and it intermittently works, sometimes saying it is out of service. Lame!

  Business response

  07/17/2024

  Hi ******,
  
  We received your request to refund your reservation ********* at *********** & **********************. We offer our deepest apologies about the hotel not been able to honor this reservation, we are happy to report that a full refund was approved. Alaska *************** processes refunds immediately, but it may take up to ******************************************************* your account. 
  
  The miles for this reservation were already posted on your account. Due to the inconvenience you experienced at the hotel and the delay on responding. We have decided to keep these miles into your account as a way of compensation for you. .
  
  
  Kind regards,
  
  Loyalty Manager
  ********************** 
  Alaska *************** Concierge
   (US & ******)
   (US & ******)

• Initial Complaint

  07/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My mother passed away, contacted you same day as a courtesy to advise I wouldnt be needing to stay any longer. I paid $838.03 in advance, and you declined my refund request. And you have a vacant room! Never Again will I utilize your property

  Business response

  07/30/2024

  Hello ****,

  Greetings from Rocket Travel!

  We are so sorry to hear that your experience with our company has not met your expectations. Customer satisfaction is our top priority, and I am truly sorry that wasn't demonstrated to you.
  
  Wed love the opportunity to regain your trust. I will personally reach out to the ************ Manager and look into the situation further as we heavily rely on the Hotel for approval when it comes to cancellation however, we do have to inform you that this cancellation is not guaranteed in any way.
  
  It is as per the property's policy, any cancellation/amendment will be charged the full amount and no refund will be given. These terms and conditions are stated on the website and can also be found on your confirmation email. Please note that Rocket Travel follows the policy given by the property and thus, cannot cancel/amend it.
  
  As you have initiated a chargeback on the charges paid, I would like to advise you that even if we do obtain approval from the hotel, we would not be able to process a refund to you due to the chargeback you filed with your bank. Kindly allow ******************************************************** the mean time, I will continue to push the hotel for a refund on your behalf.
  
  Once again, we do apologize for the inconvenience caused. Please let us know if there is anything we can do further to remedy the situation for you.

  Thank you for your understanding and patience in this matter.
  
  
  Kindest Regards,
  
  *************************
  Manager-Escalations
  Rocket Travel Concierge
  ************** (US & ******)
  ************** (International)

   

  Customer response

  08/04/2024

   
  Complaint: 21988823
  
  I am rejecting this response because:

  Citi Bank card that was used was denied a refund. I did NOT stay at that Hotel ever. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I booked a condo (**************) in *********, ***** for one night stay checking in on 7/6/2024 and checking out on 7/7/2024 through AAdvantage Hotels/ Rocket Travel by agoda. The reservation was made well in advance on 2/18/2024. The cost was ****** American Airlines Miles. This equals out to $1,343.22. I contacted AAdvantage Hotels/Rocket Travel a week before my stay to find out who I can contact at the property to see if there is an early check-in option. I was told there is no phone number or a way to reach out to the property manager. Upon checking in on 7/6/2024, I received no instructions but only a confirmation email that said to call Rocket Travel by Agoda if there are any issues. My initial issue when I arrived was finding the building. There was nothing marked indicating Nikke Building or that there was a condo on site. No staff, or front desk. I had to ask for help by a shop worker on the 1st floor. He took me to what I believe was the room on the 4th floor. The door was locked and there was a lock box on the step. I didn't have a code or receive instructions. When I called Rocket Travel by agoda, I was told a property manager will call me within 10 minutes. I never received a call. I had no other choice but to book a different hotel. When I asked Rocker Travel for a refund they told me the property has to give a refund and they are refusing. I'm looking to be refunded the cost of my miles for a property I wasn't able to stay at. There was no way for me to access the room. I received no instructions. This is fraud to take money and not supply the service.

  Business response

  07/19/2024

  Hi *****,

  Thank you for sharing your feedback with us.
  
  I am very disappointed to learn about your experience. As a Service Provider, we strive for excellence and best customer service for our customers. Clearly, we did not deliver these standards. Not only you experienced such an inconvenience, but we (our staff) were not able to assist you and resolve situation.
  
  Please accept my sincerest apologies, as this is certainly not the level of service we would like to provide to our customers. I would like to assure you that we will take all necessary steps to address your concerns.
  
  Upon investigation, we found that the hotel only relayed the check in instructions on 6 July at 4pm local time. We are truly sorry for the inconvenience caused. Our records show that your miles was already refunded to you ************************************* your account. If you have not received it, please do let us know so we can investigate and ensure that your miles are received.
  
  We understand how frustrated you must be. My deepest apologies for any inconvenience we have caused you. We wish you all the best in the future.
  
  Please let us know if you have any additional questions, concerns, or comments, or if we may be of assistance at any point in the future.

  Thank you for your understanding and patience in this matter.
  
  
  Kindest Regards,
  
  *************************
  Manager-Escalations
  Rocket Travel Concierge
  ************** (US & ******)
  ************** (International)

   

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I attempted to use my American airline rewards miles to rent a car for an upcoming trip. I was directed to go through this company. I filled out the form online which asked me what airport and my flight information for a pick up and drop off. They took my miles and 500 + dollars for the rental. When I was going through the documents last week I noticed they had the pick up and drop off location wrong. I called them to ***** the location and they told me they couldnt help me. I explained that the location they gave me was 1 hour away from the airport and in the opposite direction of where I was going. So 2 hours out of the way for both pick up and drop off. They told me there was nothing they could do. I tried to call back and asked for a manager and got the same attitude from them. They cant help me or refund my money. I told them it was there mistake not mine and they still refused to help me so I canceled that reservation and made another one with a different company. They sent me a email saying they would not refund my money. So they are collecting money for a service that they are not providing.

  Business response

  07/17/2024

  Hello *****, 
  
  I hope this email finds you well. I would like to update you on the case you escalated to the Better Business Bureau regarding your recent car rental booking.
  
  Unfortunately, after reviewing the latest information from the car rental agency, it appears that the rental vehicle has already been picked up and is currently in use. As a result, the agency has confirmed that they are unable to approve a cancellation or provide a refund at this time.
  
  I understand this may not be the outcome you were hoping for, and I apologize that I am unable to assist you further with a free cancellation as I had previously indicated was a possibility. However, based on the information available, it seems that the rental is active, and our policies do not allow for a cancellation or refund in such cases.
  
  Furthermore, I have also checked with our technical team, and they have confirmed that during your booking session, we did not disclose the exact location of the car rental agency being near the airport. Instead, the general information provided in the booking page stated that the agency is located near the port and train station. Additionally, our system records show that you did not filter or click on the "airport" button, so the system automatically displayed the available agency closest to the location you selected.
  
  The system might prompt you to put flight information due to agency policy regarding local renter where some agency have a 'Local Traveller Restrictions" (a local renter is defined as those living in the same State of pickup or any renter without return confirmation airline ticket) but this does not mean that the rental agency is at the airport. 
  
  Given these details, it appears that the choice of rental location was not due to a technical issue or fault on our part. The information was available to you prior to confirming the booking, and you did not indicate a need for a location near the airport.
  
  I understand this may not be the resolution you were hoping for, but I hope this provides some additional context and clarity around the situation. If you have any other questions or concerns, please feel free to let me know, and I'll do my best to assist you.
  
  Kind regards, 
  Ain
  Manager
  Rocket Travel Concierge
  ************** (US & ******)
  ************** (International)

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The date of the transaction was 06/19/24. I paid $377.22. The business committed to provide me with a hotel stay or to negotiate a refund on my behalf. They said the hotel declined to refund me. I asked Rocket Travel to reinstate the booking since I already paid for it. They told me to contact the hotel so I did. The hotel refused to reinstate the booking. The website gives the refund negotiation option for an additional $25 fee and they force you to cancel the reservation first. I was mislead into thinking cancelling the reservation was necessary in order to have them negotiate on my behalf. It wasn't safe or necessary to cancel and now the hotel has been allowed to steal my money and I never got to stay at the hotel.

  Business response

  07/11/2024

  Dear *************************,
  
  We are so sorry to hear that your experience with our company has not met your expectations. Customer satisfaction is our top priority, and I am truly sorry that wasn't demonstrated to you. 
  
  Wed love the opportunity to regain your trust. I have reached out to the ************ Manager and look into the situation further as we heavily rely on the Hotel for approval when it comes to cancellation however, we do have to inform you that this cancellation is not guaranteed in any way. 
  
  It is as per the property's policy, any cancellation/amendment will be charged the full amount and no refund will be given. These terms and conditions are stated on the website and can also be found on your confirmation email. Please note that Rocket Travel follows the policy given by the property and thus, cannot cancel/amend it.
  
  Despite all our efforts to request to reinstate the reservation, the  hotel has denied our requests. We proceeded to request for a waiver on the cancellation fee however this was denied too citing their cancellation policy. While we d have a $25 cancellation fee, it applies for reservations in which the hotel allows the waiver. In this case, the hotel has denied it.
  
  Once again, We are truly sorry if this is not the outcome you were hoping for and we do apologize for the inconvenience caused. Please let us know if there is anything we can do further to remedy the situation for you.
  
  
  Kindest Regards,
  
  *************************
  Manager-Escalations
  Rocket Travel Concierge
  ************** (US & ******)
  ************** (International)

  Customer response

  07/12/2024

   
  Complaint: 21941263
  
  I am rejecting this response because: If you know there is a chance you will fail at negotiation then you shouldn't offer those services. It is astounding at how greedy corporations can be. If Rocket Travel, American Aadvantage, and Hotel Cellai are on the verge of having the lights cut off, they should simply go out of business. Not steal from customers. Had I received a refund, I would've gained trust and used their services again but you will never see another dime from me. I am not going to proceed with fighting this because I am chronically ill but I do believe karma is real and I don't have to do anything. 
  
  Sincerely,
  
  *************************

  Business response

  07/19/2024

  Dear *************************,
  
  We are so sorry to hear that your experience with our company has not met your expectations.
  
  I reached out to the ************ Manager to request a waiver however, our request for a refund has once again been turned down.
  
  It is as per the property's policy, any cancellation/amendment will be charged the full amount and no refund will be given. These terms and conditions are stated on the website and can also be found on your confirmation email. Please note that Rocket Travel follows the policy given by the property and thus, cannot cancel/amend it.
  
  Once again, We are truly sorry if this is not the outcome you were hoping for and we do apologize for the inconvenience caused. Please let us know if there is anything we can do further to remedy the situation for you.
  
  
  Kindest Regards,
  
  *************************
  Manager-Escalations
  Rocket Travel Concierge
  ************** (US & ******)
  ************** (International)

*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. ↩