Rocketmiles Bewertungen 411

Antwort von Rocketmiles

7. Mai 2025

Dear N. Sen,

We would love to assist you and further investigate what happened with your two reservations. Unfortunately, we could not find any related information under your username. Please send us an email to concierge@rocketmiles.com, and let us know the subject line.

Kind regards,

Marilyn Jordan
Customer Loyalty Manager
Rocketmiles
+1 773-257-7680 (International)
(855) 355-7625 (US & Canada)

Antwort von Rocketmiles

Aktualisiert am 11. Apr. 2025

Estimada Jules,

Agradecemos sinceramente sus comentarios, ya que nos brindan la oportunidad de mejorar nuestros servicios y ofrecerle la mejor experiencia posible. Entendemos que la situación que experimentó pudo haberle causado inconvenientes. Sin embargo, nos gustaría reiterar que la información relevante fue proporcionada por nuestro sistema durante el proceso de reserva.

En nuestro deseo de asistirle, gestionamos la solicitud de un reembolso en su nombre. Lamentablemente, la reserva estaba sujeta a una política estricta de no reembolso/no modificación, la cual usted aceptó y confirmó al completar su reserva. Asimismo, es importante recordar que durante la segunda reserva, el sistema emitió una advertencia indicando que se trataba de una reserva duplicada. A pesar de nuestros esfuerzos por obtener un reembolso, nuestros socios de alquiler de vehículos y la oficina central de reservas denegaron nuestra solicitud. Lamentamos profundamente que el resultado no haya sido más favorable. No obstante, estamos sujetos a sus términos y condiciones y no podemos anular su decisión.

Esperamos que esta información le ayude a aclarar la situación. Quedamos a su disposición para cualquier consulta adicional que pueda tener.

Atentamente,

Cristofer L.
Especialista CSI
Concierge de Rocket Travel
+1 773-257-7680 (Internacional)
(855) 355-7625 (EE. UU. y Canadá)

Antwort von Rocketmiles

27. März 2025

Hi Todd,

First of all, we appreciate your loyalty and preference for Alaska Airlines Hotel offers.

Similarly, we regret to hear that your attempts to redeem your miles have been unsuccessful. We understand the importance of rewards, especially when it comes to being exchanged for hotels.

Unfortunately, Alaska Hotels has not been part of our programs since August 2024. We deeply apologize for any misunderstanding or misinformation you may have received.

We remain at your service, and should you require further assistance, please do not hesitate to contact us.

Kind regards, 

Marilyn Jordan
Customer Loyalty Manager
Rocketmiles  
+1 773-257-7680 (International) 
(855) 355-7625 (US & Canada)

Antwort von Rocketmiles

Aktualisiert am 7. März 2025

Dear Zino,

Thank you for reaching out. As per checking, the hotel has agreed to refund two nights of your stay and we have informed you the same on 31 January 2025.

Since you initiated a dispute with your bank, the refund process is being handled by them, as per our procedure for chargebacks. Please note that the refund timeframe is managed by your bank, and I recommend checking with them directly for updates.

The case was resolved on January 31, and we sent an update to the contact details you used to reach out to us under the name Fouad Hachem. Could you please check that email address? It's possible that our communications may have been sent there, which might have led to the misunderstanding.

Thank you for your understanding and cooperation. If you have any further questions or need additional assistance, please feel free to reach out to me directly.


Kind regards,
Ain
Manager
Rocket Travel Concierge
(773) 257-7680 (US & Canada)
(855) 355-7625 (International)


**UPDATED RESPONSE

Hello FOUAD, 

Thank you for your response and for clarifying the situation regarding your recent Trustpilot review.

I understand now that the review pertains to a different booking for a hotel stay in June 2025. I apologize for any confusion, as this was not mentioned in the original Trustpilot post. I appreciate your update indicating that it was for another booking.

Regarding the refund issue, the reason it was initially denied was based on the information provided to us by the hotel. Our records show that a previous representative requested written approval to process the refund, but we did not receive it.

If you have any written approval from the hotel, including the staff member's name and position, please share it with us. This will allow us to reopen the case and address your concerns appropriately. As mentioned, we contacted the hotel, and the refund was denied based on their response. If there is any discrepancy, we need the necessary proof to proceed further.

Thank you for your understanding and cooperation. We are committed to resolving this matter and improving our service for our customers. Please feel free to reach out if you have any further questions or need additional assistance.

Kind regards, 
Ain
Manager
Rocket Travel Concierge
(773) 270-2992 (US & Canada) 
(844) 801-6778 (US Toll Free)

Antwort von Rocketmiles

3. März 2025

Dear Andres,

We appreciate your comments and review left.

I found a case under your name, and I am genuinely sorry to hear about your experience with your recent car rental booking. I understand your frustration and disappointment, and we want to address your concerns directly.

I acknowledge your feedback regarding Next Car's insurance requirements, the car availability and inventory control. It's important to clarify that while we facilitate bookings, the specific insurance policies and requirements are determined and enforced by the rental agencies themselves. In this case, Next Car deemed your existing insurance coverage insufficient based on their internal policies, which they apply consistently to all customers.

I understand that this decision caused you significant inconvenience and frustration, and I sincerely apologize for any distress it caused. I recognize that the lack of flexibility regarding insurance requirements can be a source of frustration.

I regret that we were unable to offer a refund in this particular instance, as the final decision regarding insurance compliance and refunds rests with the rental agency. We understand this is not the resolution you were hoping for, and we value your feedback as we strive to improve our services and communication.

We are committed to providing a better customer experience, and we appreciate you bringing these concerns to our attention. We encourage you to contact our Manager in charge of your case directly so we can further discuss your experience. We value your feedback and hope to have the opportunity to regain your trust.

Best regards,

Liseth Ramos
Customer Loyalty Manager
LifeMiles Travel
+57 60 1508-5975 (Colombia)
+1 773-242-7067 (United States)

Antwort von Rocketmiles

11. Feb. 2025

Hi John,

First of all, we thank you for your preference and loyalty in choosing us to make your reservation. We've received feedback about your recent booking experience and interactions with our customer service team.

I am sorry to hear that it has been experienced a delay while trying to confirm your reservation. Your satisfaction is our utmost priority, and we want to assure you that this does not align with the level of service we aim to provide to our valued guests.

Upon investigation, it was detected some availability messages. There are a few reasons why this might happen:

High Demand: The dates you've selected are likely in high demand, perhaps due to a popular holiday, a major event in the area, or simply a peak travel season.

Limited Inventory: The specific hotel and room type you've chosen might have limited availability for your travel dates.

Last-Minute Booking: If you're booking close to your travel dates, many hotels may already be fully booked.

I sincerely apologize for any inconvenience this may cause.

Here are a few things you can try for future cases, and I am glad to see that now a new reservation was made:

Adjust your travel dates: Even shifting your trip by a day or two could significantly increase your options.

Adjust the number of guests: Some rooms cannot accommodate more than 2-3 guests, or in the event they can, the availability of those rooms may be limited. If you are selecting two rooms at once, you can try to confirm one first, and later the other.

Consider alternative hotels: Explore other hotels in the same area that may have availability for your preferred dates.

Explore nearby destinations: If your heart is set on a specific travel experience, consider nearby destinations that might offer similar options.

Troubleshooting steps: Such as clearing the history, cookies, cache, to rule out any browser influence (highly recommendable).

In the same way, please accept our sincerest apologies for the recent service experience you encountered with one of our representatives (front line of contact). We are deeply concerned and disheartened to learn about the experience you had.

I understand that this interaction was disappointing. We value your business and strive to provide all our customers with the highest level of service and support. The behavior described in your review falls significantly short of our expectations and the standards we uphold for our valued guests. I sincerely apologize for the communication challenges you encountered.

We're committed to providing excellent customer service and are actively working to improve our support systems and training to ensure clearer communication and a more positive experience for our customers. Your feedback is invaluable in helping us achieve this. We hope you'll consider giving us another opportunity in the future to demonstrate these improvements.

Kind regards,

Marilyn Jordan
Customer Loyalty Manager
AAdvantage Hotels
(773) 270-2992 (US & Canada)
(844) 801-6778 (US Toll Free)

Antwort von Rocketmiles

20. Jan. 2025

Hi Anastasia,

Thank you so much for your valuable time and kind patience. We are happy to assist you.

We have received your previous inquiry regarding your reservation not being canceled. We greatly appreciate your feedback, as it helps us improve our services. Based on the information you shared with us, we were unable to locate any reservation under your name.

To assist you further, we have sent an email request asking for additional documentation to help us verify this information.

We will be waiting for your response and remain at your disposal for any further questions or concerns you may have.

Kind regards,
Cristofer Lopez
Loyalty Manager
Rocket Travel Hotels Concierge
+1 773 360 9270 (United States)
+971 800 032 0309 (UAE Toll Free)

Antwort von Rocketmiles

1. Jan. 2025

Hi Maxim,

Thank you for your valuable time and kind patience. We are happy to assist you.

We offer our deepest apologies for the inconvenience you experienced on our online platform. Upon verifying your profile, we did not find any issues that would prevent you from creating reservations.

We understand how frustrating it can be to encounter challenges while completing your booking. Please note that our platform operates on real-time availability, and options may change during your search process.

We truly appreciate your feedback, as it helps us improve our services. Please do not hesitate to reach out with any further questions or concerns.

Kind regards,
Cristofer Lopez
Customer Loyalty Manager
Rocketmiles Concierge
(855) 355-7625 (US & Canada)
(773) 257-7680 (International)

Antwort von Rocketmiles

17. Dez. 2024

Dear Bianca,

Thank you for your response; we are happy to assist you.

While the images show a king-size bed and a sofa, we understand that if the description does not clearly state the sofa serves as the second bed, it can cause confusion and the assumption that there would be two separate beds. We sincerely apologize for this misunderstanding.

We have raised a ticket to ensure the description is updated to specify that the sofa is considered the second bed. Our engineers are actively working to correct this and update the information accordingly.

This matter has been reported and escalated since your initial complaint, and we assure you that we are taking the necessary steps to prevent similar issues in the future.

Please note that since the reservation was set to be paid at the desk, we are unable to process any refund. However, we would like to offer compensation in the form of a travel credit that can be used toward any future stay. Kindly let us know if you approve this compensation so we can proceed accordingly.

Kind regards,
Cristofer Lopez
Customer Loyalty Manager
Rocket Travel Concierge
(855) 355-7625 (US & Canada)
(773) 257-7680 (International)

Antwort von Rocketmiles

17. Dez. 2024

** Referencia a su anterior reseña:

Hola, Luis:

Entendemos su punto de vista y bajo la premisa indicada en su último correo, las conclusiones facilitadas son bastante razonables.

Cabe destacar que nuestro departamento de servicio al cliente no tiene la potestad de cancelar reservas sin el consentimiento previo de nuestros valiosos clientes. De esta manera, al realizar la consulta o solicitar el asesoramiento en este respecto, informamos todos los aspectos involucrados en una cancelación bajo la política no reembolsable (desglosado durante el proceso de confirmación en nuestra página web). Así mismo, la solicitud de cancelación a través del correo electrónico (decisión personal con previo conocimiento de los términos aceptados), informa sobre las condiciones bajo las cuales se inicia proceso, incluyendo que la reserva debe cancelarse sin poder ser restablecida, y no se ofrece garantía del resultado.

No obstante, todas las solicitudes son tratadas con la debida prioridad y trabajamos cada caso con el fin de poder alcanzar el resultado deseado. Lamentablemente, la decisión final no recae solamente en nosotros, sino también en las partes involucradas, es decir, el hotel, y las estimaciones de nuestro departamento de reservas. En esta oportunidad, la respuesta recibida tuvo como base la política inicial y no tenemos manera de poder abrogarla.

Tomamos nuevamente la oportunidad para agradecer su sinceridad, y por permitirnos evaluar su caso.

Saludos cordiales,

Marilyn Jordan
Customer Loyalty Manager
Canje Hotels de LATAM Pass
+57 15085973 (Colombia)
+56 232 107632 (Chile)
+ 54 115 9843650 (Argentina)
+ 51 173 06443 (Peru)

Antwort von Rocketmiles

Aktualisiert am 3. Dez. 2024

** Reply update **

Hi Michelle,

We completely understand that this is not the outcome you were hoping for, and I sincerely wish we could have done more in this case. Your satisfaction is incredibly important to us, and we regret that we weren’t able to provide a resolution in line with your expectations.

We also empathize with the cancellation reason, and that it was an unexpected scenario. We always strive to provide the best service possible, but please know that a non-refundable reservation implies imposed system penalties, and due to the specific nature of this booking and the terms agreed upon they cannot be waived despite the agency's estimation.

To further clarify that the above terms were displayed, you can validate your receipt, which is only a reflection of the same information that was displayed at the time of booking:

Vehicle cancellation policy: This booking will be 100% refundable if cancelled by ***deadline***. To the extent permitted by law, after this time, the booking is non-refundable and cannot be changed or cancelled.

Due to the rental does not allow reimbursements after the deadline, by pressing Manage my Booking as advised in the confirmation email, it will refer to the same information (it is, the reservation could be cancelled before **deadline), or by emailing us, you would be advised of how this process works based on the same terms.

Thank you for your understanding, and we remain at your service.

Kind regards,

Marilyn Jordan
Customer Loyalty Manager
Rocket Travel - Virgin Australia
+61 1800 961 670 (Toll Free Australia and New Zealand)
+61 2 9069 2608 (Toll Free Australia and New Zealand)

-----------------------------------

Hi Michelle,

Firstly, we thank you for your preference and loyalty in choosing us to make your reservation. We also appreciate your comments and review left.

To ensure transparency in our processes, a thorough investigation was carried out to validate what happened. We are sorry to learn that the vehicle could not be released by the agency due to it was not showed a credit card under the main guest name. In the same way, we empathize with the reason why this requirement was not met and regret that it happened this way.

We have verified the booking session log to determine that this information was displayed at the time of the confirmation process, and it has been determined that both on our site and on the post-booking receipt, it was indicated that the card to be presented at the counter must be in the name of the main driver for the corresponding delivery of the car.

We understand that the agency could have provided some alternative to this scenario, however, since this information was accepted and acknowledged during the confirmation, the reservation is unalterable and non-refundable.

We understand that this may not be the preferred outcome, and we apologize for any inconvenience this may have caused.

Kind regards,

Marilyn Jordan
Customer Loyalty Manager
Rocket Travel - Virgin Australia
+61 1800 961 670 (Toll Free Australia and New Zealand)
+61 2 9069 2608 (Toll Free Australia and New Zealand)

Antwort von Rocketmiles

Aktualisiert am 31. Okt. 2024

**Reply Update**

Hello Robert,

Upon conducting a thorough review of your account, we regret to inform you that we are unable to assist you further in removing the current restrictions that prevent you from making a new booking. While we understand that this may cause inconvenience, we assure you that we have taken this decision after careful consideration and in accordance with our internal policies.

To obtain more information and a detailed explanation regarding the restrictions, we kindly request that you reach out directly to your loyalty program (American Airlines) customer support team.

Thank you for your understanding and cooperation.

Kind regards,
Ain
Manager
Rocket Travel Concierge
-----------------------------------

Hello Robert,

We would like to sincerely apologize for any inconvenience caused to you due to your inability to make a reservation on our website.

Upon investigating the matter, we discovered that there was an issue with your account that prevented the successful completion of the reservation. We could not validate some details from the account you used during log in as the system has noticed some unusual activity in your account. This is a standard process to protect our customers.

We are currently working closely with our internal team to rectify the issue and ensure a seamless booking experience for you.

We kindly request your patience and allow us additional 48 hours to provide you with a comprehensive update. Please be assured that we are treating this matter with the utmost priority.

Should you require any further information or have any additional concerns, please do not hesitate to reach out to me by replying to the email that I sent to you separately.

Thank you for your understanding.

Kind regards,
Ain
Manager
Rocket Travel Concierge

Antwort von Rocketmiles

Veröffentlicht am 29. Okt. 2024

Dear Enis,

Thank you for taking the time to share your experience on Trustpilot. I want to express my sincere apologies for the frustration you faced regarding your recent car rental booking. I truly appreciate your feedback, as it helps us improve our service.

I understand the disappointment that arose when you were unable to collect the vehicle for your husband. I want to clarify that the policies surrounding the car rental process are established by our rental partner, and as a third-party booking service, we are unable to override their decisions. The requirement for the main driver’s identification and credit card details to match is a standard industry practice aimed at ensuring a secure and legitimate rental process.

We strive to communicate our policies clearly at the time of booking to prevent any misunderstandings. Unfortunately, in this case, the circumstances did not allow us to assist in the way you had hoped, as our hands were tied by the stringent guidelines of our car rental partner.

While I regret that you did not accept the offer of AUD 100 travel credit for future hotel bookings, please know it was intended as a goodwill gesture to help make amends for the inconvenience you experienced. We sincerely value your business, and we hope to have the opportunity to serve you better in the future.

Thank you for your understanding. If you have any further questions or concerns, please don't hesitate to reach out directly.

Kind regards,
Ain
Manager
Rocket Travel Concierge
(773) 257-7680 (US & Canada)
(855) 355-7625 (International)

Antwort von Rocketmiles

25. Okt. 2024

Hello Suzanne,

Thank you very much for your valuable time and patience. We are pleased to assist you and have received your previous inquiry. We appreciate your feedback, as it helps us improve our services. This situation has been escalated to our Customer Satisfaction and Investigations (CSI) team for further review.

We understand that certain issues prevented you from utilizing this hotel booking. However, please remember that a key aspect of travel preparation is ensuring all required documents are updated for a smooth journey to your destination.

We are exploring an exception for you, though this reservation was made under a strict non-refundable/non-amendable policy. We have re-escalated the matter with the hotel directly to see if an exception may be possible. While we cannot guarantee a specific outcome, we are committed to obtaining the best resolution possible for you.

Please note that this process is not immediate and may take 3-5 business days to complete. We will be in touch via email with the final resolution.

Kind regards,
Cristofer Lopez
Customer Loyalty Manager
Rocket Travel Concierge

Antwort von Rocketmiles

Aktualisiert am 29. Okt. 2024

Dear Diana,

I want to take a moment to personally address your recent experience with us and express my sincere apologies for any inconvenience you encountered during your stay.

We understand that your booking did not meet your expectations, particularly regarding the room type and amenities. We strive to provide accurate information and ensure our customers have a positive experience, and I’m sorry that we fell short in this instance.

To resolve this matter, we are actively working with our hotel partner to address the discrepancies you've highlighted. Our previous manager, Marilyn, has confirmed these issues, and we are committed to obtaining compensation for the inconvenience you experienced. We appreciate your patience as we navigate this process.

Additionally, I’d like to clarify the situation regarding the hotel’s contract rate you were made aware of. While we understand that learning about the lower contract rate can be frustrating, please remember that our prices incorporate additional benefits, such as loyalty points. In your case, you earned United MileagePlus miles, which we hope will enhance your future travel experiences.

I anticipate an update regarding your case within the next 3 to 5 working days and will keep you informed as soon as I have more information.

Thank you for your understanding and for giving us the opportunity to rectify this situation. If you have any further questions or concerns, please do not hesitate to reach out to me via the email that I sent to you directly. Your satisfaction is our priority.

Kind regards,
Ain
Manager
Rocket Travel Concierge

Antwort von Rocketmiles

15. Okt. 2024

Hello Ryan,

I am truly sorry to hear about the double booking of your car reservation. I understand how frustrating this situation must be for you. Since both reservations are nonrefundable, we are currently seeking approval from our rental partners to process a refund for you.

Please know that we are diligently working on your case, and I will keep you informed with any updates as soon as they become available.

Thank you for your patience and understanding.

Warm regards,
Carla Herrera
Customer Loyalty Manager

Antwort von Rocketmiles

17. Okt. 2024

Estimado Mauricio,

En respuesta a su solicitud, hemos contactado a la compañía de renta de autos para gestionar el reembolso de su reserva. A pesar de nuestros esfuerzos, lamentablemente la compañía ha decidido mantener su política de no reembolsable y no aprobó nuestra solicitud.

Nos informaron que al momento de recoger el vehículo, no se presentó a la hora acordada, a pesar de que intentaron ajustar su reserva. Debido a esto, no pudieron proceder con el reembolso.

En LifeMiles Travel siempre nos esforzamos por ofrecer la mejor experiencia posible, pero también debemos respetar las políticas establecidas por nuestros socios comerciales. Lamentamos sinceramente que la respuesta no haya sido más favorable.

Kind Regards,
Cristofer Lopez
Customer Loyalty Manager
Rocket Travel Concierge
(855) 355-7625 (US & Canada)
(773) 257-7680 (International)

Antwort von Rocketmiles

8. Okt. 2024

Dear Jonathan,

We hope this email finds you well. We are happy to assist you. We have been working on your request and have conducted a thorough investigation into all the circumstances involved in this situation. Please note that our initial request was to change the dates for this reservation, which was denied by the hotel.

Regarding the cancellation request you submitted after the date change request, we have received a response from the hotel/central reservation office, and we are pleased to report that a full refund has been authorized. We have processed the refund for all the miles you used for this booking. Please note that these miles will be available in your account within the next 3-5 days.

We hope this resolution meets your expectations and remain at your disposal for any further queries you may have.

Kind regards,
Cristofer Lopez
Customer Loyalty Manager
Rocket Travel Concierge
(855) 355-7625 (US & Canada)
(773) 257-7680 (International)