Reviews

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

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  Hopper USA, Inc.

  265 Franklin St Ste 1702 Boston, MA 02110-3144

• 

  Hopper

  18 W 18th St New York, NY 10011

• 

  Hopper USA, Inc.

  101 Arch St Fl 9 Boston, MA 02110-1131

Review Details

• Review fromDelilah M

  Date: 09/18/2025

  1 star
  I needed to update the name on my flight ticket to include my middle name, and it has taken so many calls back and forth to try and get someone to help me update it. The airlines cannot change it themselves because the flights were booked through Hopper, yet Hopper is unable to change the name or contact the airlines to update it. I have had a headache and I'm very disappointed, I will not be booking international flights through them again.
  

  Hopper USA, Inc.

  Date: 09/19/2025

  We acknowledge receipt of your complaint and sincerely apologize for any frustration and inconvenience you have encountered. We deeply regret that your recent experience with our services did not meet your expectations, and we appreciate you bringing this matter to our attention.
  
  Please be advised that upon reviewing your record, we were unable to locate an active booking on your Hopper account. Should the booking have been made on a different account, we recommend advising the account holder to contact our support team at +1-833-933-HOP1 ****************). Our team is available 24/7 to offer the necessary assistance. Please be assured that resolving this matter and ensuring your satisfaction are our primary objectives. We are fully dedicated to assisting you in any way possible.

• Review fromSusan M

  Date: 09/07/2025

  1 star
  Booked a 2 day stay on Hopper from advertised their website indicating at this particular chosen hotel there was a ribbon banner stating "No fees"....so booked the nonrefundable booking....upon completion of the hotel we were hit with an additional $281.76 in resort fees and if we would have parked there an additional $95 per day parking fee. The booking was nonrefundable and upon contacting Hopper they did nothing about the undisclosed fees. I have never had issues with *********** or priceline with undisclosed resort or parking fees up front. Will never use Hopper again !!!
  

  Hopper USA, Inc.

  Date: 09/09/2025

  Thank you for reaching out. We're sorry to hear about your experience with the unexpected fees for your stay at The Chicago Hotel Collection - Magnificent Mile. We understand how frustrating it is when a booking doesn't turn out to be what you expected.
  
  We've looked into your booking G9N29ML8N33L and confirmed that the resort fee, parking, and other charges were displayed on the payment page before you completed your reservation. While these fees are always listed, we recognize that it can be easy to miss them. We're constantly working to improve the clarity of our App and will take your feedback into consideration.
  
  We sincerely apologize for any confusion or frustration this caused and hope you'll give us another chance in the future.

• Review fromDaniel H

  Date: 09/02/2025

  1 star
  Hopper is very convenient to use however my experience after booking with them was a nightmare. I ended up being double charged for my stay, the first paying for my reservation through Hopper and then after my stay the hotel charged me again. I reached out to the hotels management and they said they never received my payment from Hopper. I called Hoppers support and they were no help and just referred me back to the hotel. Do not recommend. Just book directly and avoid a headache.
  

  Hopper USA, Inc.

  Date: 09/04/2025

  We acknowledge receipt of your complaint and sincerely apologize for any frustration and inconvenience you have encountered. We deeply regret that your recent experience with our services did not meet your expectations, and we appreciate you bringing this matter to our attention.
  
  Please be advised that upon review of your booking, RFH2DVVNHBMF, it has been identified as a confirmed reservation with a past reservation date. We have contacted the hotel directly to verify the charge and were informed that a refund was issued on September 1st for the card ending in the last four digits 7639. Please note that the refund may take three to seven business days to reflect on the account.
  
  

• Review fromK. B.

  Date: 09/01/2025

  1 star
  This is the first and last time I will use Hopper for travel bookings.I booked a hotel room in ************ for 3 nights over Labor Day weekend: a 2 Queen bed suite which has a sitting room with sofa bed. After check-in and upon entering the room, we discovered that the sitting only had one small chair. The front desk clerk was new and of no help; she sent us to a room one floor above that was exactly the same. I called Hopper customer service and connected with an agent fairly quickly. His accent was hard to understand - clearly a call center in ***** or nearby. The agent called the hotel but came back to tell me that I would have to work out the problem with hotel manager (on site only from midnight to 8 AM.) ********* manager told me Hopper had made a mistake in the reservation, and I would have to work it out with ********* morning I called Hopper a 2nd time. A different agent called the hotel but got no answer, so told me I would have to call back later. Called back a 3rd time - same routine; Hopper called the hotel and I was told that the correct kind of suite was now available. This agent told me to call Hopper again if things did not work out OK when we got back to the hotel after a day of sightseeing. This time I told the agent I would dispute my credit card charge to Hopper if things did not go to my satisfaction.Back to the hotel and still no room. 4th call to Hopper. I asked to speak to a manager/supervisor but was told by this (again different) agent that he would have to try to work things out first. He came back to tell me I would have to speak to the hotel manager again at midnight. At this point, I demanded to talk with a Hopper manager and was connected to "******," who refused to give me his last name and clearly had an Indian accent. After again threatening a credit card dispute, he agreed to refund one night's cost, which was an agreeable ************** waiting to see if that actually happens.
  

  Hopper USA, Inc.

  Date: 09/03/2025

  We regret to learn that your experience with Hopper did not meet your expectations. We sincerely apologize for the frustration and inconvenience this has caused. We appreciate you bringing this matter to our attention.
  
  We would like to review and address this issue promptly, however, we are unable to find your account using the email address provided in this review. Could you please share your Hopper booking confirmation with us? This will allow us to investigate the matter and provide feedback regarding your refund. Thank you for your patience.

  K. B.

  Date: 09/06/2025

  My booking confirmation was SXXT8KJC4PL5.
  

  Hopper USA, Inc.

  Date: 09/07/2025

  Thank you for getting back to us. This is to confirm your refund of $174.00 USD was processed on August 30, 2025, to your Mastercard ending in 1944. The Refund Acquirer Reference Number is ***********************, which can be used to trace the funds with your bank. Please allow 7-10 business days for the refund to appear, noting that processing times can vary by financial institution.

  We apologize again for any inconvenience.

• Review fromK. B.

  Date: 08/30/2025

  1 star
  DO NOT book through hopper. They use enigmatic business practices and do not clearly disclose taxes or other fees that will be owed upon pickup. It shows 0.00 amount due at pickup and then you go to make the pickup and the company says you owe an additional HALF of what you paid for the reservation in taxes and fees that hopper does not advise of. I will never book with them again. Ive booked through many other sites and never been hit with additional taxes or monies due when you prepaid the reservation. Seems calculated to scam the customer into believing they got a deal when theyre going to pay on the back end.
  

  Hopper USA, Inc.

  Date: 08/31/2025

  We acknowledge receipt of your complaint and sincerely apologize for any frustration and inconvenience you have encountered. We deeply regret that your recent experience with our services did not meet your expectations, and we appreciate you bringing this matter to our attention.
  
  Please be advised that upon review of your booking, L2721126922, it has been identified as a confirmed reservation with a past pickup date. While the confirmation email indicated "0.00 taxes," our policy regarding taxes and fees states that "State and/or local taxes may be applied to the rental. Customers who rent from an on-airport or airport serving rental facility where the rental car company is a provider may be subject to airport fees." We trust this explanation addresses your concern.

  K. B.

  Date: 09/02/2025

  Of course this is a past rental date because you've waited until after its completed to respond. Your explanation did not address my concern nor provide an adequate explanation for why your company hides this information and is far from transparent. Its smoke and mirrors to think youve booked a good deal only to get hit on the back end. The multiple other reviews below this one and above describe similar instances. Booking with Hopper was a disappointment and I will advise other people not to book with you. Also, Ive booked through many other sites and never had to pay taxes later, also picking up from the same facility on airport grounds, only your company chooses to hide the taxes and makes unsuspecting customers pay later, when theyve arrived to pick up their rental and have little other options but to accept the charge and attempt to dispute after. The way your teams responses to customers continually telling them they are wrong, misunderstood, or misread a condition shows very clearly that your intent is to mislead. Sincerely, a very dissatisfied one time customer.

  K. B.

  Date: 09/02/2025

  Of course this is a past rental date because you've waited until after its completed to respond. Your explanation did not address my concern nor provide an adequate explanation for why your company hides this information and is far from transparent. Its smoke and mirrors to think youve booked a good deal only to get hit on the back end. The multiple other reviews below this one and above describe similar instances. Booking with Hopper was a disappointment and I will advise other people not to book with you. Also, Ive booked through many other sites and never had to pay taxes later, also picking up from the same facility on airport grounds, only your company chooses to hide the taxes and makes unsuspecting customers pay later, when theyve arrived to pick up their rental and have little other options but to accept the charge and attempt to dispute after. The way your teams responses to customers continually telling them they are wrong, misunderstood, or misread a condition shows very clearly that your intent is to mislead. Sincerely, a very dissatisfied one time customer.
  

  Hopper USA, Inc.

  Date: 09/05/2025

  We regret any inconvenience you experienced with your reservation. Please be advised that certain car rental companies prefer to directly charge customers at the pick-up counter due to variable taxes and location-specific regulations. Kindly understand that Hopper has no control over such policies. This is also why these details have been included in our policy information. Finally, we always recommend that customers thoroughly review all details and information prior to completing their payment.

• Review fromPerla L

  Date: 08/29/2025

  1 star
  Stay away from ****** because it is a total SCAM. I rented a car with ******. It was cheaper for me than any other company. It turned out that they had hidden fees. It was a car to pick up in ***** and drop off in ******, ********. They never told me that there was a hidden fee of $198 for dropping off the car in ******. In the end, I ended up paying a lot more than if I had done it with any other company. Never again!!
  

  Hopper USA, Inc.

  Date: 08/30/2025

  We acknowledge receipt of your complaint and sincerely apologize for any frustration and inconvenience you have encountered. We deeply regret that your recent experience with our services did not meet your expectations, and we appreciate you bringing this matter to our attention.
  
  Please be advised that upon review of booking 1483787838COUNT, it has been determined that this is a confirmed car rental booking for a past date. Our records indicate that the total cost of your trip was USD574.08. An amount of USD378.52 has been charged to your card, with the remaining balance of USD195.56 due upon vehicle pickup. Regarding the USD198.00 charge, we recommend reviewing the receipt provided, as it may reflect additional offers accepted at the time of pickup.

• Review fromSeidy G

  Date: 08/19/2025

  1 star
  DO NOT book through Hopper. After booking through the app I noticed the date was wrong. I immediately called customer service and was greeted by someone that was hard to understand and when I went I started to explain my issue, he said you have to call the hotel directly, so I did. When I called the hotel they told me I had to go through Hopper to get change the date or cancel my reservation. I called Hopper a second time and when I began to explain that I was directed back to them for a refund he hung up on me! I decided to look up a ******************************************************************************************************************** 2 business day to resolve it. It's been a month and still no word. They will scam and cheat you!!
  

  Hopper USA, Inc.

  Date: 08/21/2025

  We acknowledge receipt of your complaint and sincerely apologize for any frustration and inconvenience you have encountered. We deeply regret that your recent experience with our services did not meet your expectations, and we appreciate you bringing this matter to our attention.
  
  Upon review of your booking SPRB6ZKX3DB9, it has been identified that this is a confirmed reservation for a past date with a non-refundable policy. Our records indicate that you contacted our support team requesting a modification or refund of this booking. Our support team subsequently contacted our partner and was advised to submit a formal email request. We did send an email; however, our request was denied due to the aforementioned policy. While we regret that we are unable to provide a refund, please understand that Hopper is bound by the partner's policy and cannot process a refund without their approval. We sincerely wish we could offer further assistance in this matter.

• Review fromS. R.

  Date: 08/08/2025

  1 star
  I booked a flight to ***** . It cost me less but my husband was unable to travel. I changed it through here non stop. But then I had to change it due to problems with what I can to do a mortgage . I called and waited two hours. The first **** confused me . I asked for a late flight and offered 8:15 and 2:50 . I thought it was 2:50 pm because she said that it is non stop only those but I kept asking afternoon flight and she said 2 pm and also 4 pm which was able but with one stopped so I said 2 then and then it got disconnected and then I called again and was never told that flight was early then I went thinking that it was 2 pm because they never gave me any information of the flight via email only the confirmation number and looking at the lights emirates . I saw that it was 2:50 but no am or pm. Since I didnt notice that there is military time for flights due to my stress . They didnt want to reimburse me or help me . Their customer service is the worse. I never suggest to flight again .
  

  Hopper USA, Inc.

  Date: 08/09/2025

  We're sorry to hear that your experience with Hopper was less than satisfactory, as this is certainly not the kind of experience we wish for our users to have. Regarding the complaint associated with your booking Z-F2SXJ76ZA, we did a call listening and confirmed that you indeed asked for an afternoon flight. But, when our agent offered the options, he informed you that there were not that many options, so he proceeded to offer the morning flight. The agent specifically mentioned that the new flight was in the morning.

  S. R.

  Date: 08/13/2025

  He and nobody told me that it was not 2 pm. You listened the last conversation and I really was already set with the time so if he said that it was AM with his accent and I was already told 2 pm by others I was set with the time . My first conversation with a lady she told me that there was flight at 4 pm and was around ~ $130 . I was happy about it but then she said 1 stop and I said nonstop and she said she look . I am not in front of the flights and the customer service have a very strong accent. It is hard to follow sorry but it is true . I even though 2:15 not 2:50 . I wish i would be told to look in hopper for flights to be in part with them to understand better but no everything was over the phone and I had already being stress for the emergency that I have been through. I really feel that customer service should better and I would not being over the for 4 hours to make changes and after that being misleading by the time . He never mentioned early flight he said 2 and i said yes without listening the rest because i was already told 2 and anyway. The confusion was from my first conversation with the First **** who you dont listen to the conversation. I told her afternoon flight and or morning flight for the next day because I have to stay Friday morning . I would never booked it for the time on Friday since I needed to stay morning just in case. Anyway I would never booked a flight again because if I missed my flight with Emerites I would pay a fine and rebook . I lost over $3000 since I already cancelled my flight to do it Non stop because of my baby . Being pregnant . I should be in the best seat . I am normal person working class . That is a lot for a flight . You dont think about the quaility of service you provide . At least you should said we will do it for you for this time as courtesy. I lost so much money and I didnt know what to do . I paid more after for next flight with the airline. I paid cheaper insurance just in case. I really disappointed of your bad service and misleading people because the lady should never said flights are 8 am , 2 pm and 4 pm which that is where the confusion arises . I am a very educated person, and the felt that if you said it like that for me means 2 pm clearly ??? Because I said afternoon and without confirmation or anything else. You keep listening what I was already set if he said Am . We were driving and it was already hard to hear him anyway but since I was already told 2 option I kept saying yes . You seen not be human and human errors started with you having someone 4 hours paying more money and confusing them . I expect a reimbursement.
  

  Hopper USA, Inc.

  Date: 08/15/2025

  Please be advised that we have received your response and sincerely apologize for any frustration or inconvenience you may have experienced. We deeply regret that your recent interaction with our services did not align with your expectations, and we appreciate you bringing this matter to our attention.
  
  Upon reviewing our records, we note your contact with our support team on August 4th regarding a flight modification. According to call recordings, our support agents provided details concerning the requested dates, flights, and times, offering several options. The accepted flight was subsequently re-issued. Furthermore, the case was escalated to our management team for a comprehensive review, resulting in the approval of the offered flight prior to processing. 

  S. R.

  Date: 08/17/2025

  I understand that I approved the flight because I already told 2 and I was confused about time and didnt listen that was 2 am . Because the flight was offered to me didnt aligned with times given 8 am 2 and 4 from the first conversation. That was the confusion. I know I accepted because I thought it was 2 pm. You dont seem to understand that misunderstanding from the first call and how the agent presented after that I was already set with 2 oclock thinking it was 2 pm .
  

  Hopper USA, Inc.

  Date: 08/21/2025

  We appreciate your response and acknowledge your frustration regarding this matter. This case has undergone a thorough investigation by our management team, including a review of all call recordings. Our support agent presented all available options, which were subsequently approved. As a gesture of our commitment to customer satisfaction and in light of the inconvenience you experienced, we are pleased to offer a one-time goodwill refund of USD ******, issued as a Hopper voucher. Please be advised that this voucher has already been credited to your Hopper wallet.
  
  Here are some good things to know about the Hopper voucher:
  
  $1 voucher has the same value as 1 USD;
  Vouchers can be used to book flights, hotels, or car rentals in the app;
  Vouchers are not applicable on UA flights
  Vouchers are non-refundable;
  If the voucher value is greater than the cost of the booking, the remaining amount will be forfeited;
  It is valid up to 365 days from the issue date;
  Vouchers can be combined with Carrot Cash, but not other vouchers or promotions;
  You can check your voucher in the Hopper Wallet, accessible at the top of the apps home screen; and
  More details on vouchers can be found in our FAQs ************************************************************************************************************* and Terms & Conditions *********************************************************.
  
  

• Review fromLafonza C

  Date: 08/05/2025

  1 star
  Bad customer service and they keep telling me they spoke to the hotel and they denied your refund is unbelieveable when I cannot ever contact the hotel. I need to leave a bad review on the hotel as well. I call the hotel because hopper said it was probably better for the customer to contact the hotel directly for remorse, but the hotel left me on hold and hung up on me after 20 mins of hold or kept transfering me to another line with no help. And Im confused as to why hopper is not trying to help when we pay them a service fee. $3444 is not something a person who works hard want to loose. All I'm say hopper should provide more support rather thsn telling us to speak to a hotel who just want to take all or money ?????. International at that. Plus there should be a penalty charge according to the confirmation email but they won't honor that either they just want to take all our money. Bad business on both ends. We need reached our destination due to reason beyond our control there should be some type of understanding of this especially if we have proof but they do not ask for proof just deny, deny, deny and take, take, take without service rendered.
  

  Hopper USA, Inc.

  Date: 08/06/2025

  We're sorry to hear that your experience with Hopper was less than satisfactory, as this is certainly not the kind of experience we wish for our users to have. I understand that you're requesting a refund for your hotel booking. Upon checking our agents did their best in coordinating with the supplier and the hotel but despite their efforts the property did not authorize a refund for your booking. I understand that this is not the result you are wishing however please understand that we are 100% by the policies imposed to your booking and without the hotel approval we cannot process anything on our end. 

   

  Should you wish to discuss this over the phone feel free to call us at *************** ****************) (Available 24/7, Toll-free).

• Review fromS. H.

  Date: 08/05/2025

  1 star
  Poor Experience Lack of Transparency and Consistency My experience with the Hopper app has been deeply disappointing. Since June 16, *** made multiple attempts to get support regarding an issue involving the airlines, but I have yet to receive clear guidance or timely updates from either Hopper or the airlines.While I can get a hold of someone, Ive had to re-explain my situation each time because Im constantly transferred to a new agent. Ive called 24 times and spoken to 23 different people not one of them had proper context or continuity from the previous conversation.This situation has been incredibly frustrating due to: A lack of transparency in communication between Hopper and the airlines Delays in receiving critical information, which affected my ability to take timely action Not being copied or included in any correspondence between Hopper and the airlines No consistency in customer service, forcing me to start from scratch with every new agent I expected a much higher level of coordination and accountability. I wont be using this app for any future travels!!Hoppers response is both disappointing and dismissive. Rather than accepting accountability, it offered a backhanded apology while ultimately placing the blame on me the *********** make matters worse, *********************** response to contact the airline directly. I tried that. The airline made it very clear that because the booking was made through Hopper, they would not speak to me or make any changes everything had to go through Hopper. That advice was not only unhelpful, it showed a lack of understanding of how third-party bookings work.This experience has been incredibly frustrating and has severely impacted my trust in your platform.If Hopper values its customers, I strongly urge you to reassess your customer service model and take accountability when things go wrong.
  

  Hopper USA, Inc.

  Date: 08/08/2025

  After a thorough review of your bookings, Z-K1COABHK9 and O-2R72J, it has been determined that these reservations are for past dates. We understand your request for a full refund due to a medical reason. This matter has previously been handled by our management team, and a refund request was submitted to our partner for a one-time exception. However, despite multiple communications, our request was denied. While we empathize with your situation and would like to facilitate a refund, we are unable to do so as Hopper is entirely bound by our partner's policy and cannot process refunds without their explicit approval.

  S. H.

  Date: 08/09/2025

  Hopper always seems to have an excuse, and in my case, the constant hand-offs between different agents prevented a timely and appropriate resolution. This delay was entirely avoidable. One thing is clear from my experienceand echoed across the many poor reviews and complaints about Hopperthere is a common denominator: a lack of accountability and follow-through. While you may point to your partners policy, the way Hopper handles customer issues plays a major role in the poor outcomes customers face.

  S. H.

  Date: 08/09/2025

  Hopper always seems to have an excuse, and in my case, the constant hand-offs between different agents prevented a timely and appropriate resolution. This delay was entirely avoidable. One thing is clear from my experienceand echoed across the many poor reviews and complaints about Hopperthere is a common denominator: a lack of accountability and follow-through. While you may point to your partners policy, the way Hopper handles customer issues plays a major role in the poor outcomes customers face.
  

  Hopper USA, Inc.

  Date: 08/14/2025

  We sincerely apologize for the frustration and delays you experienced while seeking a resolution.

  Upon review, a chargeback was initiated for one of your booking and our specialized team are trying to communicate with your regarding this claim. Kindly check your mail or junk folder to continue your communication with our team.

  Thank you for your patience and understanding.