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

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  Hopper

  18 W 18th St New York, NY 10011

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  Hopper

  18 W 18th St New York, NY 10011

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  Hopper USA, Inc.

  101 Arch St Fl 9 Boston, MA 02110-1131

Review Details

• Review fromJennifer G

  Date: 06/01/2022

  1 star

  Jennifer G

  Date: 06/01/2022

  Hopper changed the policy of the "Freeze" so instead of the amount you spent to freeze the flight going towards your flight, it's just an additional fee for them to keep! So you'll pay the freeze amount on top of the flight price. They didn't notify customers of this policy change. This isn't convenient for people at all. Literally no point of using this app. Your better off with Kayak or booking directly with the airline. My flight was $227 each so I paid $452.96 and an additional $176 smh. NEVER AGAIN!
  

  Hopper USA, Inc.

  Date: 06/02/2022

  Thank you for raising this concern to our attention. The Price Freeze fee information was shown as the cost of freeze and pay this one-time fee on the Price Freeze pre-booking page. The fee you paid is a guarantee for the possible fare increase and the refund cap coverage increased up to USD300 per passenger. The old Price Freeze refund cap is only up to USD100 per pax.As stated on the Price ********************************* that was shown on the page before you swiped to pay and on the confirmation email, the Price Freeze is non-changeable and non-refundable once purchased, our apologies. Kindly note that the same service information is provided to all app users before swiping to pay.Please know that we must abide by our Price Freeze product offer details and the ******************* We understand this is not the resolution you hoped for, and We apologize for this.

• Review fromHamid A.

  Date: 05/28/2022

  1 star

  Hamid A.

  Date: 05/28/2022

  I booked two flight tickets through the hopper with Aer Lingus from ************* to ********** *******, the terms of the ticket were 1 checked bag for each passenger and seat selection. I travel often so I always make sure that I can select my seats for convenience. Once I booked the flight I get an email that they couldn't get my seat for me but I was busy and didn't want to fight it so I didn't follow up, then after a few days, I was checking the Aer Lingus app where I noticed my booking does not include luggage as advertised by hopper. I contacted hopper through chat and had to prove by showing my ticket where it said luggage was included and get screenshots from the app that they still advertised luggage included for the same price so they could include luggage for me. today 24 hours before my flight I try to check-in and find out that I am not allowed to select seats and we will be assigned seats based on availability which I did not want. I contacted hopper but the customer rep showed that he is trying to help, but after speaking with his supervisor he told me that I will be guaranteed a seat on the flight, which I think is a joke because that was not the point, I paid for a flight so I can select a seat and of course, if I go to the counter they will give me a seat and the airline will not ask me to sit on the floor or travel standing like a bus. I tried to explain that I do not want to leave it on the chance because all the seats are filling up and all I see are single seats available here and there and I want to sit together with my wife could I could not make the rep understand, either he did not want to understand or was being forced to just explain things here and there so I get tired in which he succeeded and then he offered $50 carrot cash which I am never going to use because I will not be booking through hopper again. very bad experience and it is not worth wasting your time with them because seems they are used to tricking and wasting time.
  

  Hopper USA, Inc.

  Date: 05/30/2022

  Thank you for raising this concern to our attention.We most sincerely apologize for the utmost disappointment and dissatisfaction our much-valued guest has had as a result of this incident.Our specialized Support Team has been connected to ********************* and has resolved to reimburse the costs attached to the checked baggage and seat selection to our guest.We are in contact with *********************, and will continue to stand by for assistance should there be further questions or concerns.

• Review fromBob V

  Date: 05/20/2022

  1 star

  Bob V

  Date: 05/20/2022

  I was double-charged for a hotel visit by Hopper. I have tried repeatedly to talk reach Hopper on the problem but my emails have not been answered and all of the phone numbers I have found point me to using their app, but the app does not work as instructed. I suggest no one use this app unless you want to risk being charged twice for the same trip.
  

  Hopper USA, Inc.

  Date: 05/25/2022

  Thank you for bringing this concern to our attention, we sincerely regret any concern or frustration our valued traveler has encountered in attempting to have their request resolved by our Support Team. At this time however we can confirm that our support team is in contact with the customer and we are currently working with the Hotel to see what are the options for ***. Please understand that Hopper, as the booking agent, does not hold the customers payment and therefore requires the hotel's permission to complete the transaction. We will continue communicating with the customer and attentively await confirmation from the hotel. Thank you, and stay safe!

• Review fromShawneebaker

  Date: 05/20/2022

  1 star

  Shawneebaker

  Date: 05/20/2022

  I have been going back and forth for 2 years emailing back and forth with a handful of agents with different responses every time. They would email me tell me they were contacting westjet and they apologize for the delay in getting a response I purchased tickets to ******* 2 years ago but due to Covid the flight was cancelled and Hopper told me I could not request a refund until a few months had passed. I did this and then the circus of back and forth emails started with me having to email them multiple times with the same answer over and over again. They were trying to play games with me and were giving me the runaround about my refund. FINALLY a person calls me today after years of emailing and then tell me too bad your tickets have expired and you now have forfeit your credit with the airline!! This is infuriating. Hopper then emails me again telling me that sorry its expired but we are going to give you $30 carrot cash that will also expire for my $2000 refund that I had been waiting for and continuously emailing about. What horrible customer service. This was not my fault but theirs for the constant back and forth and not handling this situation instead they were playing games with me.
  

  Hopper USA, Inc.

  Date: 05/25/2022

  Thank you for raising this concern to our attention. We have reviewed the account for ********************* and can confirm that Hopper has processed a refund in Carrot Cash in the amount of USD1,164.60 on May 21st 2022. We sincerely regret the delays our valued traveler has experienced in receiving the refund, we are however in contact with ********************* and will continue to stand by in case we can further assist with any questions or other concerns.

• Review fromLatasha B.

  Date: 05/19/2022

  5 stars

  Latasha B.

  Date: 05/19/2022

  Hopper is ABSOLUTE WORSE. This was my 1st time Trying them and GURANTEED my last...
  

  Hopper USA, Inc.

  Date: 05/25/2022

  Thank you for leaving a review. We deeply regret the inconvenience and understand your frustration with the difficulties you encountered. We see that our Hotel Reservation team has recently addressed your concern. If you have any further questions or would want to share any other information with us, please do not hesitate to reply to your email support ticket. Thank you!

• Review fromRyan H

  Date: 05/18/2022

  1 star

  Ryan H

  Date: 05/18/2022

  If it were possible to give the Hopper ******** stars I totally would! I used the app to book a hotel for a class reunion I have coming up. I used their price freeze feature to book the hotel. After watching the price for a while it seemed it was not going to go any lower so I went to confirm and finish booking the room. Much to my dismay, whe I tried to book, I was told that the room was no longer available at that price. I tried again, same message. Did it again and again to no avail. I reached out to ocustomer service and they wer ABSOULTELY NO HELP!!! They basically said that the issue happens from time to time. I asked them for a refund of my down payment (necessary to hold the room at the frozen price) and I was told that they didn't give refunds for Price Freeze interactions. However, since it was their fault they would gvie me credit to use on the app. I explained that I didn't want to do business with them anyore nor did I trust their app to book my room after what had just happened with the price freeze. They basically said that was the best they could do. I will NEVER use this site again and I will always for as long as anyone will listen explain hat a horrible experience I had with them and how they should stay far, far, away from Hopper!
  

  Hopper USA, Inc.

  Date: 05/20/2022

  Thanks for alerting us with your review! Our apologies for your Hotel Price Freeze booking experience. Rest assured that your feedback is heard, as we strive to provide the service we could offer at Hopper. If you need further assistance, please reach us via ******* DM @HopperSupport. We are always here to assist you. Thanks!

• Review fromChioma A

  Date: 05/17/2022

  1 star

  Chioma A

  Date: 05/17/2022

  I will never book through hopper again. I booked a hotel stay on hopper back in December and I messaged support to cancel the stay and they never responded to me. I contacted the hotel and they told me that since I booked through hopper I had to cancel through hopper. Its now May 17, 2022 and I reached out to them initially December 2nd 2021. I have not heard from them and my card was still charged about $230. I have not received a refund or at least a notice from hopper acknowledging my refund request. Save your money and dont book with them. Their customer service is nonexistent.
  

  Hopper USA, Inc.

  Date: 05/20/2022

  Thanks for alerting us with your review! Our sincere apologies for your Hotel booking experience, as this is certainly not the experience we wish our valued customers to have. We can see that our Hotel support specialists are now resolving your concerns via email. Rest assured that we are here to transform what happened into an exceptional service statement. Thank you!

• Review fromElizabeth K

  Date: 05/16/2022

  1 star

  Elizabeth K

  Date: 05/16/2022

  I booked through Hopper for my ********* trip. I booked at Holiday Inn and I paid Hopper all charges. I got to the hotel after a very long day of traveling. I just wanted to hurry and get checked in and go to my room to rest. The receptionist informed me that Hopper had not released the money to them yet. They told me I would need to get in touch with Hopper to clear up this issue before they could check me into my room. Their was a long line of people checking in so I had to go to the lobby to try to reach hopper. I tried going through the app. There was no chat available even though as you can see with my reservation that I had chatted before with hopper to make sure everything was set up before my trip so it would go smoothly (it did not)!!! When I googled Hopper I found a phone number and when I called the number it said to go through the app to chat with someone. Went back to app and no chat feature. Tried to email hopper and got a reply that the mailbox was not monitored and you guess what, told me to go through the app to chat. Very upset and went back to front desk. In order to get checked into my room, I had to pay for the 3 night stay before I could go to my room. So now I have paid twice for the trip. I tried for my entire stay to reach someone at hopper which took precious time away from my vacation. Upon checking out of hotel, I spoke with the hotel manager who said he would intervene on my behalf and send an email to hopper. The hotel called me about 2 days later to tell me that hopper finally released the money to them and the hotel refunded me what I had paid them. This issue ruined my vacation. Hopper app should have a phone number for customer service that people can call if there are issues. I will never use hopper again!
  

  Hopper USA, Inc.

  Date: 05/20/2022

  Thanks for alerting us with your review! Our sincere apologies for your booking experience, as this is certainly not the experience we wish our valued customers to have. We can see that our Hotel support specialist was able to resolve your concerns.. Should you need further assistance please let us know via ******* DM @HopperSupport, our team is here to assist you as soon as possible. Thanks!