Business Profile

Travel Services

Hopper USA, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Travel Services.

Important information

Customer Complaint:
BBB with the use of artificial intelligence, analyzed the complaints on 3/20/24
BBB shared the findings and recommendations with Hopper USA, Inc.

The findings appeared to show:

Hidden Fees and Unexpected Charges
Cancellation and Refund Difficulties
Customer Service Concerns

Hopper USA, Inc. on 4/1/24 responded to BBB with the following:

Hidden Fees and Unexpected Charges: Hopper sees to it that all fees are disclosed during the booking process. At times, there are fees from the providers that are charged separately. For example, airlines normally charge fees for additional services like advanced seat assignments or checked bags. Hotels may also charge resort or amenity fees that are not included in the booking and are due at check-in. Hopper has no control over these fees, but we do our best to disclose these types of fees, if applicable, or advise customers that the airline or hotel may charge these separately. That said, if there are discrepancies that a customer sees either during or after the booking process, we ensure that it is corrected and we ensure the issue is resolved for the customer. We have added FAQs to help customers understand the price breakdowns and we have also improved the App UX to ensure clear pricing information.

Cancellation and Refund Difficulties: As a travel agency, Hopper often does not have control over the turnaround time on refunds especially where travel partners may be involved. We partner with a number of suppliers to ensure customers have a wide variety of booking options. We are bound by the policies of our providers. That said, our customer service team advocates for our customers and attempts to obtain refunds when appropriate. Oftentimes exceptions are not allowed, and we are forced to stick with the agreed terms and conditions laid out in the cancellation policy which is prominently displayed to customers at time of booking.

Customer Service Concerns: We have increased staffing to ensure that customers receive timely responses, but as an agency we cannot control the turnaround time with airlines and other partners. We also have a robust QA program, where we are constantly monitoring our agent performance to ensure they are going above and beyond to resolve customer issues. When we identify issues, we provide additional training and remove agents from the program if they are not meeting our rigorous standards.
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Complaints

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

Customer Complaints Summary

1,129 total complaints in the last 3 years.
184 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:02/26/2025
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 was scammed out of 1500$I received Hopper gift card amounting to about 1500$, but when I try to use the gift card balance, which is already redeemed on my account, it doesn't let me redeem the full amount, even though I have more than enough balance to book for the prepaid portion for the hotel. Fair enough, I decided to check out using partial credit applied at least. It does not let me check out with the giftcard balance at all. Now both the person who gifted me the hopper giftcard, saying there is a payment error, and I are very disappointed of essentially being scammed out of 1500$. I tried calling support and the estimated wait time increased from 15 minutes to an hour, and no one picked up. DONT USE THIS SERVICE!!!
Business Response
Date: 02/26/2025
We would like to extend our apologies for the inconvenience and experience you have encountered with your Hopper gift card. I have reviewed your record and based on our system, Hopper gift cards have already been redeemed on 17Feb25 for your flight booking on record LXVDTY where USD440 was used on this reservation. Today 26Feb25, Hopper gift cards amount USD1,430.85 was redeemed for a hotel reservation on record J4MQ8ZXXGGJ8.
Initial Complaint
Date:02/24/2025
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.
Jan 26: I purchased a 3 night stay (Jan 30 - Feb 2) at the ***********'s in ********** for a total of $365.69 Jan 30: Upon arrival at *****'s, 4 hours away from my home, the front desk said there was no reservation under my name. After contacting ********************** support, they resent me the "reservation number" which Bally's also confirmed, shows no record in their system. Bally's attempted by looking up variations of my name, the reservation number from ********************** -- no records. ********************** stood firm that the issue is with the hotel and not **********************. I was juggling being on the phone for hours and waiting in the line at the hotel to speak to the front desk all while my 1 year old baby and wife were in the car waiting for us to get a room. I continued to call ********************** support to try and escalate given we had no where else to go. The *** advised we should just book directly with the hotel, and if I could provide proof from their management that they had no prior record of my booking, ********************** would cover the difference. I paid $622.28 for the 3 night walk-in rate, which is nearly double the rate advertised and already collected by **********************. The next morning I spoke with hotel management and they provided me the screenshots and email letter confirming there was no prior record of a reservation under my name, no such reservation that ********************** had provided me. I forwarded all of this information to **********************. Feb 4: Without consult, I received an email from ********************** that my Bally's reservation had been canceled and I was refunded in full for the $365.69. Via multiple emails and calls, I have re-explained this situation to various ***s. ********************** is responsible for compensating the difference between the rate they sold me the booking and the rate I was obligated to pay the hotel ($622.28 - $365.69 = $256.59). I believe I'm rightfully owed compensation, at the very least, as ********************** credit, because I should not be responsible for **********************'s failure to produce their inventory. They've stopped responding.
Business Response
Date: 02/24/2025
We would like to extend our apologies for the inconvenience and experience you have encountered with your booking. I have reviewed the case, and upon checking booking VCX8MTNGCBNP, it appears that you have a past date booking *******************************. Based on our record, you have reached out with our support regarding this concern. Upon checking the record, a full refund was already processed on our system. With the concern for the rate difference, we regret to inform you that we can not process a refund for the difference; however, due to the inconvenience you have encountered, I have credited a Hopper voucher in the amount USD150.00 as a one-time exception for this case. Please note that this is the maximum offer that I can provide as a valued customer of **********************.

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: 02/26/2025
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 $150 of the $250 difference, but I believe that I should rightfully receive at least a full $250 voucher, per the discussion that took place with the customer service representative at the time of my check-in, and per the circumstances that Hopper falsely sold me inventory that did not exist, and attempted to leave me to be responsible for the error/difference. I don't believe I should be responsible for covering any of the difference between the price Hopper advertised, and the price I was forced to pay on-site at the hotel. May I please have an additional $100 voucher to remedy this?

Regards,
********

Business Response
Date: 03/05/2025
We sincerely apologize for the inconvenience you experienced with your hotel booking at *******************************. After reviewing your case again, we understand that when you arrived at the hotel, they were unable to locate your reservation, which led you to book directly with them.

Our team has already processed a full refund of USD ****** for your original reservation. Weve also reviewed the receipt from your direct booking at *******************************, which totaled USD ******. However, this amount included additional fees, such as resort fees of USD ***** and parking fees USD 40.00 that were always required to be paid directly at the property. These charges were disclosed in the confirmation email for your original Hopper booking and were not included in the amount you paid to us.

As a gesture of goodwill, a USD ****** voucher has already been added to your Hopper Wallet. Given that a full refund was issued and that the additional charges were the hotel's direct fees, we are unable to provide an additional voucher. We appreciate your understanding and hope to assist you with a smoother experience in the future.
Initial Complaint
Date:02/21/2025
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.
Went on the app for a secret deal via Hopper. Took their *** and was told to decline the rental car company damage waiver. Upon coming to rent the car we were told we needed to take their damage and liability. I called my insurance and changes could be made to have the required insurance by Priceless and was declined by Priceless. They claimed I needed to make changes prior to coming. I had called my insurance and they said the changes would be instant and car would be covered to their amount reqiured. Still forced to take their insurance or cancel. We canceled because my trust was lost and felt like we were part of a bait and switch scheme. I can get the damage waiver refunded by Hopper but Hopper won't refund the rest. Had Hopper not told me to decline their coverage I could have been better prepared.
Business Response
Date: 02/24/2025
We would like to extend our apologies for any inconvenience caused. Upon checking booking 3XSI89, it appears that this is a past date rental booking. I understand the frustration that you have encountered with your car booking. Due to this incident and as a one-time exception, I have initiated the process to refund the amount of USD72.81 as goodwill to the original form of payment, the card ending in the last 4 digits 9353 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: 02/24/2025
[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:02/17/2025
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.
Hopper allowed super 8 to run my debit card without my permission twice on top of the charge for the room that Hopper charged me. Contacted super 8 said refunded but no money has been refunded. Been a 7 days for refund. I did not give super 8 my debit card to run any charges for.
Business Response
Date: 02/18/2025
We would like to extend our apologies for the inconvenience and experience you have encountered with your booking. I have reviewed your booking 5L2X4NZ4ZSW2 and also reached out to Super 8 by Wyndham Rapid City regarding your concern. As per checking by the hotel representative, the refund was already reversed back to your account on *******. If you have not received the funds, we recommend you contact your financial institution to check the status.
Initial Complaint
Date:02/17/2025
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 booked a car rental through Hopper and prepaid $124.22 When i returned the car I noticed that the bill actually came to $68.58 I have tried to contact Hopper by phone but its impossible to get a Live agent.All I would like is to be refunded the difference of $54.64
Business Response
Date: 02/18/2025
We would like to extend our apologies for any inconvenience caused. Upon checking booking FFX05114D6, it appears that it is a past date booking with *** from 27Sep24 to 29Dep24 at ***********. I have reviewed the record and based on our system, the total amount paid to our car rental partner was USD124.22 wherein this is the amount that was charged on the account. Regret to inform you that we can not process the refund at this time since we have been charged the same amount.
Customer Answer
Date: 02/18/2025
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,
Max
Initial Complaint
Date:02/17/2025
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 was participating in the ************ program, and that has turned into a nightmare. I requested 15 people as it advertises, and couldnt wait to claim my reward. But when I tried, it kept saying whoops, try claiming again to get your reward.I called Hoppers customer service, and waited 45 minutes to speak to an agent. The first ****** that I spoke to was a lady, who didnt have any answers to my questions. She told me that someone with my experience would call me back in a couple of hours but, they never did.When I called back a second time, I waited another hour just to speak to a man who completely disrespected me and humiliated me. He wouldnt let me talk, and insisted that I have no rewards to claim even though I can see them on my behalf. He kept asking me if this random email address and phone number belonged to me, even though I told him repeatedly that it did not. He even asked me about my birthday, even though Hopper never required me to give that information during the sign-up process so I dont see how that would help. After a while, it started to feel like a scam. Like he was just fishing for my information. I already booked the flight to my destination, thinking that I earned the hopper rewards to book the hotel, but now I have a feeling that this is going to turn into a nightmare.I manage a popular Instagram account that is all about my experiences in other countries, states, and cities. I use different apps and go to different hotels, and leave my feedback. When I explained this to the man and asked him for Hoppers email to contact them directly, at first he wouldnt give it to me and when he finally did, I just tried to email them, and found out that he gave me a false address.I only hope that Hopper will give me a voucher for the 15 accounts that i referred, that is it and that is all.
Business Response
Date: 02/17/2025
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: 02/17/2025
[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:01/23/2025
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.
Summary of Incident:I stayed at ************ in ************, booked through the Hopper app, and faced undisclosed fees and poor customer *************** Details:Date: 1/16/25-1/23/25 Platform: Hopper app Total Paid: $1,818.20 (7 nights: $1,318 + $500.20 taxes/fees)Destination Fee: Not clearly disclosed on the Hopper app Issues Faced:At check-in, I was required to put down a $1,000 deposit for incidentals. At check-out, I expected a full refund but was charged $281.19 for:$35/day "destination fee"$2.08/day and $3.11/day for "destination fee city taxes"These fees were for amenities (pool and gym) I did not use. The hotel manager kindly waived three days of fees after explaining the charges were mentioned in a confirmation email and I had a chance to cancel the booking with a full refund. However, this feels misleading as these charges were not disclosed upfront. Upon checking, I found the fees buried in the "Policy and Info" section of the app, a hidden and unclear location that prevents informed booking decisions.Customer Service Interaction:I contacted ********************** and spoke with *****, who admitted the destination fee details are hidden under the fine print of the "view property and policies". If I would have known this, I would have not made this booking. This is deceptive and unfair. When I asked for a case number, ***** disconnected the call, making the experience even worse.Complaint:Lack of Transparency: Hopper buried the destination fees in an obscure section, misleading customers. I feel that this company exploited me. Poor ***************** *********************** team failed to resolve my issue and disconnected my call.Unjust Charges: I was charged for amenities I did not use.Resolution Sought:Refund of full deposit.Clear and upfront disclosure of all fees in the app.Improved customer service practices.Thank you for helping me with this issue.
Business Response
Date: 01/26/2025
We would like to extend our apologies for any inconvenience caused. Upon checking booking M7FVJK7K2NCD, it appears that this is a past date reservation at ************************************, an *********. I understand that you want to get a refund for the extra charges made by the hotel. Upon reviewing the email confirmation that was sent to you after the booking was made, it was stated that you will be asked to pay the following charges at the property: Destination fee: USD ***** per accommodation, per night. I believe that this information is also included for review before swiping the payment. We always advise our customer to review the details of the booking before payment to avoid this issue. Regret to inform you that we are unable to process the refund as of this time.
Customer Answer
Date: 01/27/2025
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 your response regarding my complaint about booking M7FVJK7K2NCD at ************************* - ********. I must respectfully reject your response, as I believe the charges in question were not transparently disclosed.

While you referenced that the Destination Fee of $40.17 per night was mentioned in the confirmation email, I want to emphasize that such fees should be fully visible and upfront during the booking processnot buried in post-booking communication or fine print. Consumers should not have to uncover critical charges after committing to a purchase.

The lack of clarity around these fees feels deceptive and contrary to good faith business practices. As a customer, I should have been presented with the total cost during the booking process, including all additional fees, so I could make an informed decision.

I kindly ask that you reconsider processing a refund for these charges, as they were not adequately disclosed. Transparency in pricing is essential for ensuring trust and fairness in business transactions, and I encourage you to address this issue to prevent further dissatisfaction among customers.

Business Response
Date: 01/29/2025
I have reviewed your concern again, and as much as I would like to process the refund, we are unable to do so since this information is provided before swiping the payment. However, as a valued customer and as a one-time exception, I have initiated the process of a refund in the form of a Hopper voucher with an amount USD100.00 as a goodwill.

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 - **************************************************************************************************************** Terms & Conditions - *********************************************************.
Initial Complaint
Date:01/21/2025
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.
We booked a hotel stay through Hopper in April 2024. We were charged $592.60. Due to weather, we decided to checkout the hotel early. We contacted Hopper prior to checking out early and they indicated it was no problem and we would be refunded. We got a receipt from the hotel partner at checkout. The receipt clearly showed the amount Hopper paid as a deposit on our behalf in the amount of $317.96. It also shows the amount of the refund that would be issued in the amount of $154.44. I called Hopper the day we checked out and they informed me that a refund would be issued. To date, we have reached out to Hopper numerous times and today they emailed saying no refund would be issued. I am seeking a refund in the amount of $429.08. The hotel partner informed me that a refund was issued to ******* (apparently a partner of Hopper). However the folks at Hopper are refusing to refund me. I have the receipt from the hotel and I have shared it with Hopper.
Business Response
Date: 01/22/2025
We would like to extend our apologies for any inconvenience caused. Upon checking booking 3ML7433SV6Q2, it appears that this is a past date reservation at ********************* & Casino. I have reviewed the record and it shows that there was a multiple follow-up made on this case. Our support team sent a refund request to our partner but it was denied due to policy. Since this case was already overdue, as a one-time exception, I have initiated the process to refund the amount of USD275.00 as goodwill to the original form of payment, the card ending in the last 4 digits 5371, 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: 01/22/2025
[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:01/21/2025
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.
Didnt stay at your hotel called several times no
Business Response
Date: 01/21/2025
We tried to review the case with the email address and name associated with the complaint; however, we are unable to locate the account. In order for us to effectively continue our investigation, we kindly request your assistance in providing the confirmation number and the email address associated with the Hopper account. Your cooperation in this matter would be greatly appreciated. Thank you for your understanding and prompt attention to this request.
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,

***** *******

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Hopper USA, Inc. is NOT a BBB Accredited Business.