Booking.com seem to use these morons (without your consent) as an intermiedery for some bookings. Rocketmiles did not send a confirmation email, meaning I was unable to modify the booking anywhere as... Mehr ansehen
Wir überprüfen keine spezifischen Behauptungen, da die Meinungen der Bewerter ihre eigenen sind. Wir können Bewertungen jedoch als „verifiziert” kennzeichnen, wenn wir bestätigen können, dass eine geschäftliche Interaktion stattgefunden hat. Mehr erfahren
Um die Integrität unseres Portals zu schützen, überprüft unsere automatisierte Software alle Bewertungen – unabhängig davon, ob sie verifiziert sind oder nicht – rund um die Uhr. Diese Technologie identifiziert und entfernt Inhalte, die gegen unsere Richtlinien verstoßen, wie zum Beispiel Bewertungen, die nicht auf einer wirklichen Erfahrungen basieren. Uns ist bewusst, dass wir möglicherweise nicht alles erfassen, doch Sie können uns jederzeit problematische Inhalte melden, die wir Ihrer Meinung nach übersehen haben. Mehr erfahren
Das sagen Bewerter
Rocketmiles upphörde med sitt samarbete med Norwegian den 23/2-2024 Hade då en bokning som skulle inbringa 1000 cash points hos Norwegian. När jag kom hem från resan fick jag ett mail om att cash po... Mehr ansehen
Unternehmen hat geantwortet
Mi sono iscritto per poter partecipare alla promo per avere 2500 miglia sulla prima prenotazione. Quando ho chiesto informazioni sul perché non mi avessero accreditato le miglia, mi hanno risposto c... Mehr ansehen
Unternehmen hat geantwortet
Nadie responde por correo electrónico. Tienen pendiente devolverme 8,000 millas por su pésimo servicio, pero hasta el momento, no volvieron a contestarme por correo electrónico. Me han dado dos número... Mehr ansehen
Unternehmensdetails
Kontaktinformationen
IL, Chicago, Vereinigte Staaten
- +1 (773) 257.7680
- concierge@rocketmiles.com
- rocketmiles.com
1,4
Ungenügend
411 Bewertungen
Hat keine negativen Bewertungen beantwortet
So nutzt dieses Unternehmen Trustpilot
Erfahren Sie, woher die Bewertungen stammen und wie sie ausgewertet und moderiert werden.
LARGE WASTE of TIME ... good luck!
1st booking and reschedule worked great ... Now I am getting "Your session has expired." when trying to book. The Wife booked using my email, so now they have two accounts for us using the same email address. Raised tickets via Concierge & CS ... both lost in the dumps ... Called AA.com (Exec Plat member & in the million mile club) both AA & RM seem to be uninterested in fixing the issue. I have sent Website error logs showing where the REST failure is .... I just don't get it
2. April 2024
Bewertung ohne vorherige Einladung
Antwort von Rocketmiles
Hello Jason,
Thank you so much for contacting us. We are glad to assist you. We appreciate your comments, your feedback helps us to improve. We have reviewed this situation with our engineers. We understand that may be frustrating not to be able to log in to your account. We have confirmed with our engineers this problem was already resolved. We can also see you were able to complete a booking one day ago.
We offer our deepest apologies for this inconvenience. We hope this information helps you to clarify this situation for you. We remain at your disposal for any further queries you may have.
Kind regards,
Cristofer L.
Loyalty Manager
Concierge
(800) 944-0966 (US & Canada)
(773) 661-4735 (International)
Total ripoff
Total ripoff! Do not book anything through this company. You'll save hundreds of dollars booking direct. Customer service is a joke, all they do is run you around in a circle. They overcharge your tax and pocket the difference. ILLEGAL!!!! 0 stars if possible. Hard to believe Southwest Airlines utilizes this scam travel company.
8. April 2024
Bewertung ohne vorherige Einladung
Antwort von Rocketmiles
Hello Scott,
Thank you so much for contacting us. We appreciate your comments, your feedback helps us to improve. Unfortunately don't have enough information to locate your account or your reservation.
We would be more than glad to further review this situation. Could you please reach us over the phone or email, we will be more than glad to investigate this situation for you.
Kind Regards,
Cristofer Lopez
Customer Loyalty Manager
Rocket Travel Concierge
(855) 355-7625 (US & Canada)
(773) 257-7680 (International)
Booked a Hotel using the AA portal
Booked a Hotel using the AA portal. After clicking to pay, the page went right back to the register to pay page. Checking my e-mails, they confirmed the reservation. 2 minutes later they confirmed the reservation again. Now I have 2 bookings for the same Hotel. I was waiting for this issue to be solved since this was a non-refundable reservation.
After conversations with the Rep from Rocketmiles, the issue was resolved. I find the Air Mile Rewards the Best Program for someone who travels a lot.
5. April 2024
Bewertung ohne vorherige Einladung
Antwort von Rocketmiles
Hi JEFFREY,
We wanted to let you know that we received your request to refund your reservation 722643246 at Pigeon Hotel Cappadocia. Although within penalty, we are happy to report that a full refund was approved since we found it was an error in our system. AAdvantage Hotels processes refunds immediately, but your bank may take up to 14 business days to reflect the credit in your account.
In this digital era, there are some instances out of our hands and some errors that sometimes cannot be avoided. We are glad to detect these instances and have them corrected to get the best resolution for you.
We offer our deepest apologies for this situation. We are happy that you chose us as your booking provider. We hope this resolution may be satisfactory for you. We remain at your disposal for any further queries you may have.
Kind regards,
Cristofer Lopez.
Loyalty Manager
AAdvantage Hotels Concierge
(773) 270-2992 (US & Canada)
(844) 801-6778 (US Toll Free)
Do compare cost of direct bookings but good customer service
There were issues with my booking and the hotel, so do check the commensurate price out before you book. That said after the fact my complaint was followed through and resolved well by a very helpful customer service manager. I would use again.
9. Februar 2024
Bewertung ohne vorherige Einladung
Antwort von Rocketmiles
Hello Kim,
Thank you so much for contacting us. We are glad to assist you. We offer our deepest apologies for any inconvenience you have faced. We are happy to know our team workers were able to solve the issue. We appreciate your comments, your feedback helps us to improve. Providing the best customer service is our priority. We are here to provide you with the best booking experience. Please feel free to contact us any time, we will be glad to assist you.
Kind Regards,
Cristofer Lopez
Customer Loyalty Manager
Rocket Travel Concierge
(855) 355-7625 (US & Canada)
(773) 257-7680 (International)
Incompetant and Useless
I have never used AA miles for a hotel before today. I have plenty of miles in my account to cover said hotel booking. Can not check out due to reasons unknown i either get an error message or it just takes me back to the checkout page. Rocketmiles Customer service is ZERO help with a scripted response on repeat to book my hotel directly with hotel or use another platform. WHY would i do that when i have enough hard earned miles to redeem finally!? AA tried to help but has no authority to book hotel. Call rocketmiles back ask for supervisor who gives same scripted response but now says 72 hours for reply but i need this hotel tomorrow. Unbelievable that AA uses this incompetant service to handle hotel bookings. Never again. The equivalent of a vending machine eating your money.
Update - YES after customer service emailed me a vague request to validate my identity I complied and they sent back the exact same scripted email again requesting to validate my identity. I called customer service jumping through many hoops (including finding out after 2 hour long hold times finding out the "tech team" only works after 10AM chicago time) that they couldnt tell me specifically what information they needed to validate my identity and i should guess and send whatever i feel is proof of identity. Only after having to send a photo of my license and printed statement of my AAdvantage account (all my GUESS to send since nothing specifically listed and customer service couldnt tell me what was needed) did my account get cleared. It is easier to login to actual bank accounts after fraud than this. My original review still stands but yes in the end it was resolved after hours of pulling my hair out.
31. März 2024
Bewertung ohne vorherige Einladung
Antwort von Rocketmiles
Hello EFG,
Thank you so much for your valuable time. We appreciate your feedback. Unfortunately, the validation process may be long. As we mentioned in our previous email, these actions are taken to prevent your account or data from being compromised.
We are glad this situation was resolved. We apologize for the long time this situation took. Our validation process may take 24-72 business hours since our manager and relevant specialist need to verify and validate your account. We appreciate your comments. We 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)
i sent mail @custmer service. reply asap
i sent mail @custmer service several times and text @facebook messenger. no one reply. no one cares.
i’m wondering this site is working now?
need to check mail (privacy or conceige mail) and reply asap.
eventhough already finished communication with hotel, but rocketmiles not doing anything. OMG
27. März 2024
Bewertung ohne vorherige Einladung
Antwort von Rocketmiles
Hi Yoonhee,
Thank you so much for contacting us. We have deeply investigated all the circumstances involved in this situation. We offer our deepest apologies for any delay in getting a response. We have found, one of our specialists is already working on your date change request.
Kind regards,
Cristofer L
Customer Loyalty Manager
Rocketmiles Concierge
(855) 355-7625 (US & Canada)
(773) 257-7680 (International)
I have emailed a number of times and…
I have emailed a number of times and spoke to, as of today, 16 people and all of them say the technical team is working on it, then I get notified that this is an unknown error and can not be helped. I have used this service as an american airlines member for years without a glitch. This has been going on months! My husband can log in and make reservations fine. American Airlines says they can do nothing! I am unable to reach a person in an executive capacity to help and am told that I am forbidden to speak with a technical team member to help problem solve. I am happy to speak to anyone regarding this problem to help get resolved. The representative last night informed me that I have 3 accounts but offers no solution on how to fix that problem and that tech doesn't know how to either! Please help!
25. März 2024
Bewertung ohne vorherige Einladung
Antwort von Rocketmiles
Hello Staci Ellis
Thank you so much for contacting us. We appreciate your comments. Your feedback helps us to improve. We offer our deepest apologies for the inconvenience you have faced. We have been working with our technicians to verify the issue affecting your account. We received a response from engineers stating that your account needed some updates. All the necessary information has been updated and the issue has been fixed.
As we discussed over the phone, we are glad you can log in now. We look forward to hearing if you can complete your booking needs. We are excited to work for you. We work hard to improve our booking experience and help you on your trips. We hope this resolution may be satisfactory for you. We 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)
Avoid using. They block you for no clear reason
I cancelled a booking on aadvantagehotels.com just a day before the free cancellation deadline and booked another hotel on the same day as then the latter was offering higher miles. All I knew was that the next day I could no longer log into my account. Actually it doesn't give you any error message. You can "log in" but then you are brought back to the homepage as if you are not logged in. I had to contact the hotel directly to learn that my second reservation was also cancelled.
I contacted the customer service and all I got was apparently a templated response saying "your account is currently forbidden to book through the website due to unusual activity... Please be advised that this matter is under investigation, and we currently do not have a specific timeframe for its resolution"
I mean, "unusual activity"? If you don't want people to cancel and rebook for more miles, just don't offer the refundable options.
26. Jänner 2024
Bewertung ohne vorherige Einladung
Antwort von Rocketmiles
Thank you for choosing us as your booking provider
We apologize for the inconvenience of you not being able to log into your account. We have been working with our engineers. We have identified the error message on your transaction, and the issue has been cleared. We encourage you to try again. Please keep in mind you may need to clear your browser history (delete cookies and catches) before a new attempt.
Kind Regards,
Cristofer L
Rocketmiles Loyalty Manager
(773) 270-2992 (US & Canada)
(844) 801-6778 (US Toll Free)
Room was not what I booked.
I booked a room in Honolulu at Park Shore Waikiki. Booked a corner room ocean view with 2 queens. When we arrived we were put in a corner room with 2 doubles. I went to front desk to ask about it. Hotel told me it was booked through a 3rd party and they told me they don’t have corner rooms with 2 queens. Only queens available were around the pool but none were available for the length of our stay. I paid about $100 more a night to get the queen beds that didn’t even exist and wound up in a 2 double room. I called rocketmiles about it. Only answer I got was what do you want about. For 1 thing quit selling rooms they don’t have. I don’t want this to happen to someone else. And if you do make a mistake there should be some way to make it right. I do not blame the hotel. This room was booked through AAdvantage Rocket Miles. They could have reimbursed some of the miles I used or something. The room we got had a real good view but the beds were not what I paid for. I would not book through this company. This really is false advertising.
Kenneth
9. Februar 2024
Bewertung ohne vorherige Einladung
Antwort von Rocketmiles
Hello Kenneth,
Thank you so much for contacting us. We are glad to assist you. We appreciate your comments, your feedback helps to improve. We have fully reviewed all circumstances involved in this situation. We offer our deepest apologies for not being able to accommodate your stay with two queen beds. We have contacted the hotel and they mentioned the price for queen beds is the same as the double bed. We also can see your checkout date was on February, 16th. at Park Shore Waikiki Hotel, Honolulu, Hawaii. We received the first notification from you until February, 22nd.
In our eagerness to help, this situation was escalated to our relevant team to request compensation for you. Since the hotel has confirmed there is no difference in prices between queen-size beds and double beds. We are unable to provide a refund for the price difference. However, we were able to get additional compensation for this unfortunate situation. Please check your email address, for more information about this inconvenience.
We hope this compensation can help you. We appreciate your valuable time and kind patience.
Kind Regards,
Cristofer L
Customer Loyalty Manager
Rocket Travel Concierge
(855) 355-7625 (US & Canada)
(773) 257-7680 (International)
This company is a disaster
This company is a disaster. It is astonishing that American Airlines abandoned their mileage program to a company that speaks broken English and can not process a situation. Then when you need help, no one from American Airlines wants to be bothered with you. BE AWARE American Airlines does not value your points even for us folks that spend money via flying or partnered credit card to earn them.
19. Februar 2024
Bewertung ohne vorherige Einladung
Antwort von Rocketmiles
Hello Billy,
Thank you so much for contacting us. We are glad to assist you. We appreciate your comments your feedback helps us to improve. We have performed a deep investigation into all circumstances involved in this situation. We want to offer our deepest apologies for not being able to use your reservation. We understand there may be some situations that may affect our travel plans. We have contacted the hotel property requesting a full refund on your behalf. Unfortunately, our refund request was denied by the hotel due to the strict non-refundable/non-amendable policy this reservation is under. We regret the response from the hotel was not more favorable. However, we are subject to the hotel's decision and we are unable to override their decision.
Please be aware that on our website you will be able to see different reservation options and different cancelation policies. Usually, refundable versus non-refundable policy, results in a better price paid upfront. In this situation due to the non-refundable/non-amendable policy you signed, the hotel ended up denying our refund request.
We appreciate your valuable time and understanding. We 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)
This company is a scam
This company is a scam. They booked 2 rooms for us in the Turks & Caicos only to learn upon check in at the hotel that the tier of the rooms hadn’t been booked, but the company is charging us for such. We have been going back and forth for almost 3 hours with this people. Avoid at all costs! They are a bait & switch.
10. Februar 2024
Bewertung ohne vorherige Einladung
Antwort von Rocketmiles
Hello Meredith.
Thank you so much for contacting us. We are glad to assist you. We appreciate your comments, your feedback helps us to improve our service. We first would like to offer our deepest apologies, in this digital era there are sometimes, some glitches/errors on the system we cannot avoid. We are constantly working to locate these types of errors and get them corrected to avoid any future incidents.
We are sorry about the hard time you have faced with this situation. As discussed over the phone we have been able to get a refund for the difference in price for this upgrade for you, we are just requiring the receipt you got from the hotel for the extra amount paid front. We hope this resolution works for you. We 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)
Never trust them for booking a hotel…
Never trust them for booking a hotel stay, their charges are very misleading and never willing to explain nor reply. You would be charged DOUBLE. They have included the amount of city tax for the stay in France which makes the grand total the same as other platforms, yet after the bill was settled, they inform you that the city tax was excluded. It is just very misleading that the sum of city tax and VAT “so happened” to be the same of their own tax.
I will never use them again. And the problem is pending to be solved.
Please bear in mind that this company got a much higher tax than the others.
The tax they charged is 10% VAT of the room charge plus €8.13 x per guest per night, which makes it looks like the same grand total as the other booking platforms, aka more trustworthy than it should be. but then what a coincidence if the tax and fee you charged is much higher than the others and happened to be the same as the sum of VAT plus city tax. rocket travel just wants to confuse and mislead you.
24. Jänner 2024
Bewertung ohne vorherige Einladung
Antwort von Rocketmiles
Hello Lui,
Thank you so much for contacting us. We are glad to assist you. We greatly appreciate your comments. Your feedback helps us to improve. We have performed a deep investigation into all circumstances involved in this situation. We have first verified with our engineers to make sure any information was missed during the booking process. They have confirmed there was no type of error and all the information was stated correctly. We invite you to recreate the booking process, on the payment page right before confirming the reservation you will be able to see a policy that states "Please read hotel policies" and you will be able to see all hotel policies.
In this section, we stated the need for City Tax payable at the hotel. We understand you can find similar prices on other booking websites. We understand, the importance of looking for the best deal on your trip. Please keep in mind we provide an additional benefit you are earning for this stay (Nectar Points).
We hope this information helps you to clarify this situation. We remain at your disposal for any further queries you may have.
Kind Regards,
Cristofer L.
Customer Loyalty Manager
Rocket Travel Concierge
(855) 355-7625 (US & Canada)
(773) 257-7680 (International)
You will not receive rewards
Update: After speaking with Rocketmiles staff for an hour last week I just received an email from Carla Herrera, the Rocketmiles Customer Loyalty Manager alerting me that there was an error preventing the rewards from being sent. No timeline, no solutions, just excuse after excuse.
Rocketmiles is absolutely terrible with following through and posting the rewards you have earned. I have been waiting since October for nearly $400 dollars worth of REI rewards and despite many calls and emails to their concierge team I have still never received any giftcard codes.
What is most upsetting is they NEVER follow up. You will speak with their staff and will send emails, but they never respond and you have to call to get any answers.
Between REI and Amazon Giftcard rewards I am waiting on almost $700 dollars worth of giftcards and am no closer to getting an answer.
23. Jänner 2024
Bewertung ohne vorherige Einladung
Antwort von Rocketmiles
Hello Peter,
Thank you for your comments, your feedback helps us improve. I am deeply sorry that you did not receive your REI gift cards yet. The Amazon ones were already sent and the ones missing are within the time frame.
I understand that this is frustrating, and I have escalated this matter to the proper department, so this can be fixed as soon as possible. Please allow us 2 weeks to have any response from the department in charge of the rewards.
I'll be updating you by email directly.
Regards,
Carla Herrera
Customer Loyalty Manager
Rocket Travel Concierge
(855) 355-7625 (US & Canada)
(773) 257-7680 (International)
Double charged me
I was making a booking in Rome and after I made second booking they double charged me. After I got the email with one more additional room. I have contacted the call center they said very rude that’s my mistake, I did extra booking by mistake and the rate is not refundable. First of all it’s very rude, second I’m not stupid that much to make another booking by mistake, as after you finish with one booking you need to fill all the details again for another reservation and give your payments details again.
So i have lost almost 2000$ before traveling and huge huge disappointment in emirates skywards hotel that they are using this service.
23. Jänner 2024
Bewertung ohne vorherige Einladung
Antwort von Rocketmiles
Hi Mariia,
Thank you so much for contacting us. We greatly appreciate your comments, your feedback helps us to improve. We have performed a deep investigation into all circumstances involved in this situation. We first reviewed the error you mentioned with our engineers, who confirmed no error or glitch that duplicated your reservation.
These reservations were under a strict non-refundable/non-amendable policy. Any refund for this type of reservation is not guaranteed since needs to be approved by the hotel first and also will involve a 25 USD processing fee.
In our eagerness to help, we contacted the hotel and requested a full refund on your behalf. We are happy to let you know we received approval for a full refund for you. As only time exception, we have waived the 25 USD processing fee. Emirates Skywards Hotels processes refunds immediately, but it may take up to 14 business days for your bank to reflect the credit in your account.
We hope this resolution may be satisfactory for you. We remain at your disposal for any further queries you may have.
Kind regards,
Cristofer L.
Emirates Skywards Hotels Loyalty Manager
44.20.3884.1222 (United Kingdom)
(773) 770-4752 (United States)
Endless system failure
I have been trying multiple times over the past couple months to make AAdvantage hotel reservations, but I always get "Sorry. We are unable to complete this transacton. Please contact us at support @ mail.aadvantagehotesl.com or call +1-773-270-2992". This is the message every time I try to book a stay on AAdvatage hotel program which is operated by RocketMiles.
I have been trying to call this number, the agent told me they could not help but ask me to retry, and the agent was super rude and refuse to connect me to technical department. When I try to email this address, what I got is a cold response "please book with hotel direct, there was a system failure with no fix date." which is apparantly wrong as my freinds could book without any issue.
Please do reach out to me to disucss a solution, I have been losing tens of thousands of miles and Rocketmiles is also losing revenue. Thank you.
11. Jänner 2024
Bewertung ohne vorherige Einladung
Antwort von Rocketmiles
Hi Tinggong,
Thank you so much for your valuable time and kind patience, We appreciate your comments. Your feedback helps us to improve. We have performed a deep investigation. As a company that receives payments from you, we take seriously the security on your account. We are currently working with our data security team to verify your account. We have sent an email message to your email to follow up and clear your account.
We hope this information helps you to clarify this situation. We appreciate your preference. We remain at your disposal for any further queries you may have. We hope to hear from you soon.
Kind regards,
AAdvantage Car and Hotel Concierge
(773) 270-2992 (US & Canada)
(844) 801-6778 (US Toll Free)
"we can only recommend you to book your reservation with the hotel directly"
I cannot make reservations because something is preventing my account from doing so. I keep getting an error saying "Sorry. We're unable to complete this transaction. Please contact us at concierge@ or call (773) 257-7680 or internationally at (855) 355-7625."
This is the customer service's response:
"We have checked your account with our technical department and they have found an error that is blocking all your booking attempts and is the reason why you keep getting the same error and in this case we can only recommend you to book your reservation with the hotel directly."
Their solution is to stop using their service. What kind of customer service is this?
9. Jänner 2024
Bewertung ohne vorherige Einladung
Antwort von Rocketmiles
Hi Jay,
Thank you so much for your valuable time and kind patience, We appreciate your comments. Your feedback helps us to improve. We have performed a deep investigation, for security reasons and to protect your method of payment your account only is eligible to create postpay reservations. You can create a reservation to pay at the desk since it does not require an immediate charge to your card.
We hope this information helps you to clarify this situation. We appreciate your preference. We remain at your disposal for any further queries you may have.
Kind regards,
Cristofer L.
Rocketmiles Loyalty Manager
+1 773-257-7680 (International)
(855) 355-7625 (US & Canada)
Worst experience ever they scammed me…
Worst experience ever they scammed me with fake website pictures and texts from a different hotel. Once I came in hotel nothing was the same, no Pool, no parking space no big gym just 2 fitness things.
AND THEY WONT EVEN GIVE ME MY FULL REFUND and compensation.
Really scammers! I WILL NOT STOP TILL I GET IT BACK
20. Dezember 2023
Bewertung ohne vorherige Einladung
Antwort von Rocketmiles
Dear Aksay,
Thank you for bringing this matter to our attention regarding the poor hotel quality and missing amenities. We apologize for any inconvenience caused by this.
We take such concerns seriously, and we want to assure you that we are currently reviewing your case in detail. Our team is actively investigating the matter to understand the situation and provide you with a satisfactory resolution.
We understand the importance of timely communication, and we aim to update you on the progress within 3 to 5 working days separately via email. We appreciate your patience during this process and assure you that we are working diligently to resolve the issue.
If you have any additional information or questions, please feel free to reach out to us by replying to the email that will be sent to you separately. We are here to assist you and ensure that your concerns are addressed appropriately.
Thank you for your understanding, and we look forward to resolving this matter promptly.
Kind regards,
Ain
Manager
Rocketmiles Concierge
(773) 257-7680 (International)
(855) 355-7625 (US & Canada)
Total scam
Total scam. I moved from Hotels.com after they ruined their rewards program when Expedia bought them. I travel a lot for work and thought Rocketmiles sounded great. They are a little more expensive and don’t have the selection of other sites, but I liked the rewards. Unfortunately, you don’t actually get any awards. I have had 4 separate bookings in the past 3 months. They say processing takes a month but months have gone by and nothing. I’ve tried to email them but they take a week or more to repsond, if they even do, and answer a question you didn’t even ask and ignore yours.
I see that I should expect a cut and paste response from Rocketmiles here as they do for others in which they say nothing of substance and certainly will never seek to remedy the situation.
Please avoid this site. You can’t trust them to do your reservations and they do not have a rewards program at all. It’s a lie.
2. Oktober 2023
Bewertung ohne vorherige Einladung
Antwort von Rocketmiles
Hi Braden,
Thank you so much for contacting us. We are glad to assist you. We appreciate your comments, your feedback helps us to improve. We have verified your profile and found your reservation. We found this reservation was created to check in on December 03 and check out on December 07. Please remember that our rewards may take 4-6 weeks to be posted on your account, including the gift cards you earn for your hotel stay.
For your previous reservation at Sheraton Amsterdam Airport Hotel and Conference Center. We verified the 40 USD gift card was already posted and sent to your email address.
We love to work for you. We truly apologize for any inconvenience this situation may cause. We remain at your disposal for any further queries you may have.
Kind regards,
Cristofer L.
Rocketmiles Loyalty Manager
+1 773-257-7680 (International)
(855) 355-7625 (US & Canada)
Told me I won't be charged anything at…
Told me I won't be charged anything at the rental car agency when booking but was charged fees that Rocket Miles didn't pay. Will never use them again.
14. Dezember 2023
Bewertung ohne vorherige Einladung
Antwort von Rocketmiles
Dear Daniel,
Thank you for bringing this matter to our attention regarding the additional tax charges you experienced with our car rental agency. We apologize for any inconvenience caused by the lack of disclosure.
We take such concerns seriously, and we want to assure you that we are currently reviewing your case in detail. Our team is actively investigating the matter to understand the situation and provide you with a satisfactory resolution.
We understand the importance of timely communication, and we aim to update you on the progress within 3 to 5 working days separately via email. We appreciate your patience during this process and assure you that we are working diligently to resolve the issue.
If you have any additional information or questions, please feel free to reach out to our customer support team. We are here to assist you and ensure that your concerns are addressed appropriately.
Thank you for your understanding, and we look forward to resolving this matter promptly.
Kind regards,
Ain
Manager
Rocketmiles Concierge
(773) 257-7680 (International)
(855) 355-7625 (US & Canada)
Incompetence at its best
Incompetence at its best. Booked a hotel through Rocketmiles, as I do weekly for our traveling employees. Hotel also charged our employee for his stay at the hotel that night. Not an uncommon occurrence, and usually resolved with a phone call. We need a refund from the hotel or rocketmiles. Sounds pretty simple. Two phone calls into Rocketmiles and it is literally talking in circles with someone on the other side of the planet. " You got to the hotel to late after they had done their book keeping for the night so they marked you as a no show and made a new direct booking for you when your employee walked in and they charged a second booking to your credit card. What???? We got there too late???? We slept in the hotel bed we booked for the night!!! Literally talking in circles with the agent. We use Rocketmiles, Marriott, and Hotels.com to book numerous rooms weekly and have stopped all business with Rocketmiles and others associated with Booking.com. Thoroughly disgusted with the customer service received and would never recommend this company to anyone. Oh, and as a final note, told by the agent that if she did end up figuring out a refund, she would need to charge me $25 for her time in getting the refund. What a joke. Book elsewhere.
21. November 2023
Bewertung ohne vorherige Einladung
Antwort von Rocketmiles
Update 18/12/2023
Hello Daniel,
We have an important update regarding the refund request for the double charge issue you experienced. We reached out to the hotel, and unfortunately, they have informed us that once a booking is marked as a no-show, it becomes non-refundable according to their policy. Despite our efforts, they are unable to make an exception for the second charge.
However, we understand your frustration and value you as our customer. As a gesture of goodwill, we have decided to process the refund ourselves and absorb the fees. Please expect the refund to be processed within 14 working days.
We have also sent you a separate email with more detailed information about the refund process. Please check your inbox for that message.
We apologize for any inconvenience caused and appreciate your understanding. In the future, we recommend leaving a message directly with the hotel if you anticipate arriving late, especially after midnight. Some hotels have strict no-show policies and may sell the room to other guests if they believe the original customer will not show up.
Thank you for your patience and continued support. Should you have any further questions or concerns, please feel free to reach out to us. We are here to assist you.
Kind regards,
Ain
Manager
Rocketmiles Concierge
(773) 257-7680 (International)
(855) 355-7625 (US & Canada)
----------------------
Hello Daniel,
We're truly sorry to hear about the bad experience you had regarding the double charge and the confusion surrounding your original booking being marked as a no-show due to your late arrival. We understand how frustrating this must be for you, and we sincerely apologize for the inconvenience caused.
I want to assure you that we have taken your case seriously, and our team is actively working on resolving this issue. We are in direct communication with the hotel to rectify the situation and obtain the refund that you rightfully deserve.
To ensure a swift resolution, I will personally reach out to you via email to discuss the details of your case and gather any additional information that may be necessary. Rest assured that we are committed to providing you with a satisfactory resolution.
Once again, we apologize for any inconvenience this has caused, and we appreciate your patience and understanding as we work towards resolving this matter.
Thank you for bringing this to our attention, and we look forward to assisting you further.
Kind regards,
Ain
Manager
Rocketmiles Concierge
(773) 257-7680 (International)
(855) 355-7625 (US & Canada)
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