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.

close

Find a Location

Hopper USA, Inc. has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:09/20/2024

  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.

  Hopper is at fault of breaching a contract. We booked a 3 night hotel stay with them from 8/14/24- 8/17/24 at ******** in ***. Here's how: 1. Hotel 57 quoted in the email below that "the type of room selected for this reservation is "Standard Room, King or Two Doubles (Room Only)", meaning that the room type depends on hotel availability and is selected by the property with no options for us to ensure one type of room or another." However, when we checked in the hotel, we received a 1x Double Bed Room and not a 'Standard Room, King or Two Doubles.' We had paid for 2x Double Beds, but upon arrival we received 1x double bed. Therefore, we did not get what we paid for according to Hotel 57. This statement also does not match the receipt of Hopper reservation. 2. In the receipt and contract from Hopper, it clearly states 2x double beds for 4x guests. We did not receive this. We received a 1x double bed room but PAID for 2x double beds. Therefore, Hopper did not provide what they sold to a customer and broke this contract. The awful experience talking to Hopper *****s: 1) The first ***** we spoke to said he needed to call the hotel and was going to call back in 15 minutes. He never called back. 2) The second ***** we spoke to confirmed that we paid for 2x double beds but the hotel did not have one available during the nights booked. He recommended another hotel (The Lombardy) so we looked it up and it seemed ok so we said that's fine...and then the ***** realized that The Lombardy actually didn't have a room available for us. We then recommended another hotel and then the Hopper ***** said he was going to book it and put us on hold. When he came back he said that my "account was blocked due to a technical issue on Hopper" and he could not book anything for us. He also said he couldn't do anything to the "Hopper policy." As this ***** did not provide help, we tried to speak to the hotel directly again but they were just blaming Hopper. Hopper was blaming Hotel 57.

  

  Business Response

  Date: 09/23/2024

  Thank you for reaching out and sharing the details of the customer recent experience. We sincerely apologize for the frustration and inconvenience caused during their stay at Hotel 57, NYC, and the challenges they faced in resolving the issue. We understand that they were expecting a room with 2x double beds as per the Hopper reservation for four guests. However, upon arrival, they received a room with 1x double bed. This discrepancy is not aligned with the confirmation they received, and we acknowledge the frustration this caused. While room assignments may be subject to availability at the hotel’s discretion, we regret that they were not provided with the room type they had booked. We also apologize for the lack of proper follow-up from our agents. We understand the first agent did not return their call as promised, and the second agent was unable to secure an alternative accommodation due to a technical issue on our end. This is not the level of service we strive to provide, and we take full responsibility for these shortcomings.

  
  Upon reviewing the information from the hotel, we can confirm that the hotel did upgrade the reservation at no additional charge to a King room. As a valued customer, and as a token of our appreciation for your patience, we would love to offer the customer a $100 Hopper voucher, which they can use toward any future booking with us. 
  
  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 app’s home screen; and
  More details on vouchers can be found in our FAQs and Terms & Conditions.

  Customer Answer

  Date: 10/02/2024

  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 # 22314387. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  My experience with Hopper was extremely disappointing and caused a great amount of stress and trauma to myself and my family. We were stuck in a very busy city with two tired children without accommodations for hours, while both the hotel and Hopper played the blame game. The hopper customer service was an absolute joke. They said they had a back up room at a different hotel for us. Once it came time to actually book it, you all of a sudden had a technical difficulty with your system and could no longer book it. And then the next time we called, you told my sister her account was suspended with no reason or explanation. Another time we called, I asked for the representatives name and you replied with "Tiger". It felt like we were being pranked, and honestly, it was very upsetting. I will absolutely never use your services again, and would never ever recommend your business to any other human. Based on your other BBB review, it seems like this is a common problem and you should be shut down. You are not fit to be in the travel business. Lesson learned. Always go thru the hotel directly, do not book third party!!! 

  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,

  Julie

   

   

  

  Business Response

  Date: 10/09/2024

  We would like to extend again our apologies for any inconvenience caused that you have encountered both for your reservation and the service that you have received with our team. I have thoroughly reviewed your case and I can see that you have a confirmed booking at Hotel 57 by LuxUrban and your preferred room/bed type was not provided by our partner. I can see that my colleague sent a refund request to our partner due to this issue; however, it was declined due to the hotel claiming that they have provided an upgrade of the room to 1King bed. I know this is not the result that you want to receive. As a one time exception for this case, I have initiated a refund of USD100.00 to the original form of payment used on the booking. Kindly note refund may take 3-10 business days to appear back onto your statement, but oftentimes, it is much quicker. Some card issuing banks, such as debit cards, may take longer, up to two billing cycles (45-60 days). This timeline is set out by your bank, and we are unable to expedite it.

• Initial Complaint

  Date:09/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked some flights with Hopper in April, confirmation ********** of my flights got cancelled in July. I have called Hopper more than 7 times regarding the issue, each time takes around 2 hours, I have also exchanged more than 20 Emails with the business.The answer is always the same: Hopper replies by saying it's waiting for airline confirmation every single time, and ignored any of my inquiries on what are the steps taken or additional information. I have tried reachout to the airline myself through phones or Email, and was able to get promoted response but was adviced the requests need to come through Hopper.After two months I still haven't got the booking issue resolved and could not finalize my travel plans, resulting significant time and financial lose due to increase in pricing.

  

  Business Response

  Date: 09/26/2024

  We would like to extend our apologies for any inconvenience caused. We have thoroughly reviewed the case. Upon checking, we have verified that there was a schedule change on your booking WFCGCT. For us to re-issue your ticket for the new flight, we have to get in touch with ************** to request a waiver code. I tried to reach out to **************, however, they advised me to contact their Vancouver office to request the waiver. I tried to contact ************** Vancouver but I'm unable to connect. I can see that your case is being handled by our Management team and they have also sent an email to ************** for the waiver. I understand that this is taking so long but rest assured that your case is being monitored and we've been chasing the airline for the waiver code. Once we receive the waiver code, we will re-issue your ticket right away and you will receive an update from our Management team.

• Initial Complaint

  Date:09/18/2024

  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.

  I cancelled a flight and have proof that Hopper and *************** would give me credit. Both businesses are saying the other is blocking ***** was for a ticket worth $1396.00 I've been at this since November 2023.The deadline for booking is October 27th.I have spend 21 hours on the phone with both businesses.I have an email from Hopper stating that this deal is valid.

  

  Business Response

  Date: 09/23/2024

  Thank you for reaching out and sharing the customer's experience with us. We sincerely apologize for the frustration they've faced in trying to obtain your credit for the cancelled flight. We understand how important this matter is, especially with the upcoming booking deadline. Upon checking, Im pleased to inform you that the new ticket has been reissued, and the information has already been relayed to the customer. 
  

  Customer Answer

  Date: 09/23/2024

  [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:09/18/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is dishonest and is a scam. They do not honor the voucher you EARN after referring 15 people as they tell you. They lock your account and you cannot use the voucher or make a reservation. Worst company to ever exist. I will tell everyone and anyone to NEVER use hopper. Their customer service is the worst snd they are not even able to help you. 0/10.

  

  Business Response

  Date: 09/20/2024

  We would like to extend our apologies for any inconvenience caused. We have thoroughly reviewed the case. Upon checking, we have verified that your past referrals are blocked because of device sharing, and at this time we will not be able to honor those rewards as you are in violation of our referrals policy.

  Customer Answer

  Date: 09/20/2024

  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 completely untrue. While there was some accounts That were not qualified for the referral. There were still 15 accounts that were not device sharing accounts. Which would still fall within the requirements of the voucher deal. Therefore your excuse is not justifiable as to why the voucher was not good. Also, the voucher was rewarded to me based on the 15 accounts and the issue is not whether the voucher was valid or not the issue was that you locked my account. The voucher is valid and there should be no issues with it because there are 15 accounts that are not device sharing and your referral program told me which ones were valid and which ones were not. Do better. This is horrible. 

  
  Regards,

  Rafeef

   

   

  

  Business Response

  Date: 09/24/2024

  After a thorough investigation from our technical team, we won't unfortunately be able to reactivate the account due to some violations of our referrals policy as we've shared previously. We wish we could provide a more favorable response.

  Customer Answer

  Date: 09/24/2024

  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 *************************************** is a scam. You are scammers. You have false advertising. You are not an honest company. Give me my $425 for the 15 VALID accounts that were opened from my referrals. SCAMMERS
  
  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,

  Rafeef

   

   

• Initial Complaint

  Date:09/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a reservation at The ******************* in *************, ** through Hopper. The dates were Thursday, August 8th through Saturday, August 10th. My daughter and I checked out on Saturday, August 10th and noticed bed bug bites all over her legs once we returned home. We immediately alerted Hopper in hopes they would contact the report and refund our stay in full. I have sent in pictures along with documentation from the doctor. I have also reached out to the hotel via email more than once. I have also reached out to Hopper at least 5 times and I'm always told they will get back in touch with me and resolve this issue, but I am still waiting without any resolution. I paid $26 to hold the reservation, $202.02 for the remaining balance, and another $129.16 to park at the hotel.

  

  Business Response

  Date: 09/24/2024

  We would like to extend our apologies for any inconvenience caused. We have thoroughly reviewed the case. Upon checking, it appears that you have a reservation WZKVCVDF78KB at The ************* & Spa. I understand that you are asking for a refund on this booking due to the bed bug bites of your daughter. We have reached out to our hotel partner however our refund request was denied. I'm sorry about that. As a one-time exception for this case, I have initiated the process for the refund for your hotel stay. Please be advised that refunds typically take 3-10 business days to reflect back on your statement. However, in many cases, the process is expedited and completed sooner. It is important to note that certain card issuing banks, particularly those associated with debit cards, may experience 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 accelerate this process.

• Initial Complaint

  Date:09/14/2024

  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.

  Hopper promised a refund for a mistake on booking days Ive been waiting 2 days

  

  Business Response

  Date: 09/15/2024

  Thank you for reaching out on behalf of the customer. We sincerely apologize for the delay in processing their refund. To further assist, could you kindly provide us with the booking details associated with the refund request? We appreciate your assistance and look forward to resolving this issue promptly.

  Customer Answer

  Date: 09/26/2024

  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. 

  G74BTFLFLK67
  Is the conformation number  

  

  Business Response

  Date: 09/26/2024

  We would like to extend our apologies for any inconvenience caused. We have thoroughly reviewed the case. Upon checking, you have a reservation at ******** by Radisson, ******** with confirmation G74BTFLFLK67 for check in 2024-09-12 and check out 2024-09-13. I have reached out with the hotel directly and as per review, the reservation was utilized by the guest and payment was charged to the Hopper card. I regret to inform you that we cannot process the refund at this time due to the booking being used by the guest.

• Initial Complaint

  Date:09/11/2024

  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 booked a flight on Friday September 6th for my cousin and myself to ************ on November 1st return to ******* November 10th. We chose to go with hopper because it had bags and seat selection included (screenshots of chosen plans attached). On Sunday September 8th I attempted to select our seats on the Hopper app and kept getting an error message (message attached) that said we had to select our seats with the airline. I went to select my seats on the airlines app and it was showing me seat selections for a cost. I contacted the airline and they said I would have to contact Hopper. Upon further conversation with the airline *** before disconnecting the call she also stated that only my departing flight had a checked bag for each passenger not my return flight but when I booked through Hopper I was supposed to have seat selection on both flights and checked bags on both flights. I contacted Hopper and went back and forth for almost 3 hours trying to explain the situation and find a resolution. On the last call I spoke to a *** they were offering me vouchers just for the missed check bag on the return flight but not for the seat selection on both flights. I was not happy with that resolution so I asked them to discuss the case further with their manager and come up with a better resolution as I was supposed to all these extra costs included in my total but now I will have to pay the airline for them. I also contacted Hopper on Monday September 9th to follow up with the issue via email and I have not received an email back or a call back since my last attempt to contact them. I will be out another $178 Canadian dollars once I pay for everything I was already supposed to have and would like a refund to my card for $178 to cover the costs of the seat selection on both flights $27 x4 = $104 and checked bag on my return flight $35 x 2 = $70 that I will now have to book through the airline

  

  Business Response

  Date: 09/11/2024

  Thank you for reaching out on behalf of our mutual customer. We sincerely apologize for the inconvenience they experienced, as it is not reflective of the high standard we strive to maintain.

  Upon conducting a thorough investigation, we have confirmed that the flight does indeed include a free carry-on bag and a free first checked bag. We are happy to refund the customer for the costs they incurred for these bags in a form of Hopper voucher.

  Regarding seat selection, please note that this is offered on a complimentary basis, depending on availability. However, seat selection may not always be available in advance, as some airlines only assign seats at the gate. In some cases, while the ability to select seats is provided by the airline, there may be an additional fee involved.

  Thank you for your understanding, and we appreciate your cooperation in resolving this matter.

  Customer Answer

  Date: 09/11/2024

  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. 

   

  In perks it says seat selection included that means I get to choose my seat. I attached a screenshot of another plan for a similar air Transat flight that says seat selection for a fee. So if it says included that means its included in the price if it wasnt included in the price it would say seat selection for a fee as it does in attached screenshot. I also attached the screenshot from my flight where it says included. Ive been flying for 22 years if it says included that means its included in the price if it was not included it would say for a fee as it does with the other Puerto Plata flight with the same company on the same day 

  
  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: 09/18/2024

  After conducting a thorough review of the case, I have sent a direct email to passenger to request the receipt for us to check and process the refund through Hopper voucher. We are awaiting the screenshot copy for us to proceed to the next step.

• Initial Complaint

  Date:09/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a trip to ********** ************** on the app. I later realized the app booked my tickets for the WRONG date. I tried to change the ticket to the correct dates, but they prices through hopper were completely outrageously expensive. I was told that I could use the credit from Breeze and AA if I booked the same people in the future.I just called to book two tickets to ******** with the ***************** credit. I waited on hold for an hour while a *** looked it up. He promised to call me back because he was having tech issues. When the call was returned to me, I answered and it disconnected. I callled them back and a different *** said I would have to rebook TO THE SAME DESTINATION. A new rule they hadn't mentioned before because they want to scam me out of my money. This is a scam company. Period. I have been given the run around and it has cost me $500. Their business practices should be investigated. I would like to be refunded for the tickets that they booked on the wrong dates then stuck me with an unusable credit. I have wasted so much time on this run around!

  

  Business Response

  Date: 09/12/2024

  I would like to extend our apologies for any inconvenience caused. I have thoroughly reviewed the case. Upon checking, it appears that a travel credit was issued by ***************** for tickets ************* and ************* with validity to use until 25Sep24. I have reached out with ***************** to request for extension of the travel credit validity but my request was denied. However, the airline representative informed us that passengers can use that ticket for different routing and need to pay fare difference from the original ticket to the new routing. With regard to the refund request, unfortunately, the ticket is non-refundable. As much as we want to process the refund, we can not do so. We have to follow airline fare rules of the ticket. Passengers can redeem the travel credit directly with the ***************** website at *********************************************************. Just input the ticket number and Last Name.
  
  For the ************** booking, we have previously reached out with them and as per advice by the airline, passengers need to contact the airline directly for the redemption/changes since this is a low-cost carrier flight.
  
  

• Initial Complaint

  Date:09/09/2024

  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 booked a hotel reservation and showed up to the hotel at check in and they said they could not find my reservation. I called hopper and ****** (female) from ***** said after several attempts she was not able to get a hold of them. It is now almost midnight and Im tired. I had to stay at a friends house which was an uncomfortable environment for me.

  

  Business Response

  Date: 09/17/2024

  We would like to extend our apologies for any inconvenience caused. We have thoroughly reviewed the case. Upon checking, it appears that you have a reservation VBJMDFWVVPQR at ***************. I understand that you are looking for a refund since no reservation was found when you arrived at the hotel. We have tried reaching out to our partner through email; however, we have not received any response from them. In line with this, I have initiated the process to refund the amount USD ****** to your original form of payment with card ending 3006 as a one-time exception in this case. Please be advised that refunds typically take 3-10 business days to reflect back on your statement. However, in many cases, the process is expedited and completed sooner. It is important to note that certain card issuing banks, particularly those associated with debit cards, may experience 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 accelerate this process.

  Customer Answer

  Date: 09/17/2024

  [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:09/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 19 2024 I paid them to get new a hotel room. I got confirmation grin then that they had a room for me including a confirmation number. I got to hotel and they didn't have reservation. So they didn't get ruin for me. I spent dine time on phone with hopper but they could not get ruin for me. I disputed charge on credit card with then but I was just recharged for it two months later. They stole my money as they never provided service I paid for

  

  Business Response

  Date: 09/05/2024

  We have received your complaint and we would like to extend our sincerest apologies for any inconvenience caused. We have thoroughly reviewed your case. Upon checking the booking 7RT3X42L2JTC, you have a reservation at ************ ****** last 18Jul. We noticed that you have contacted our support team regarding an issue with your check-in. The hotel was unable to retrieve your reservation. We reached out to our partner and sent an email to verify the case; however, we have not received a response. Consequently, you were not able to use the booking. We understand that you are seeking a refund, and after reviewing the case, the hotel denied our refund request. In light of this, I have initiated the process to refund on our system as a one-time exception in this case. Please be advised that refunds typically take 3-10 business days to reflect back on your statement. However, in many cases, the process is expedited and completed sooner. It is important to note that certain card issuing banks, particularly those associated with debit cards, may experience longer processing times, extending up to two billing cycles (45-60 days). This specific timeline is determined by your banking institution, and unfortunately, we are unable to accelerate this process.