Description of complaint:
Hotel RTI Advantage Hotels/ Rocket - American Airlines - Days Inn 1700 W. Broward Blvd. Ft. Lauderdale FL 33312 Reference #669392006- We cancelled our hotel room the first day we got there. We were there for 10 minutes taking pictures of live roaches, dead roaches in drawers, bathroom and floors. Urine stained sheets on the bed, many stains on the walls that looked like feces. Hotel refuses to refund me stating that they have a "no refund policy". We had to leave and look for another hotel room at night which was horrible as they were all booked. Finally found one hour later. We were not going to stay in that hotel. If one room has roaches and is dirty than they all have roaches and is dirty. They charged my credit card $237.30 for two nights which we did not stay there for any nights. I have been disputing, calling, writing letters, sending pictures and they still refuse to return my money. A no refund should not be honored if the rooms are dirty and unhealthy. I have severe COPD and cannot stay in an environment that is dirty. Nobody should be forced to stay in a bug infested hotel and be forced to honor a policy when the room is sight unseen. If the room was on fire would their policy still be active?
Booked a room in Seville through the AA mileage redemption program. As I went on the website I pushed on the filter which indicated I would only consider hotels with breakfast included. Well, I spent my air miles and when I got to the hotel I was informed it did not include breakfast. After trying to resolve the issue, I was informed the case was closed, and (they did not say it) go pound sand. This issue has caused me to reconsider my loyalty programs and say goodby to AA and get rid of Rocket Travel AKA Bookings. com
I booked a hotel near the Grand Canyon thru T-mobile discount, and I would book thru them again. The discount is appreciated. I would just recommend doing your research and reading the fine print before booking. We were lucky that we didn't need to make any changes to our reservations but in case we did, we had selected the option to do so if needed. I have yet to use the other discount options for car rental and flight but if we decide to, we will read the fine print closely.
RocketTravel aka RocketMiles aka aahotels.com has unfairly blocked me from booking future hotel reservations with them because of a "charge back" issue relating to a hotel stay in September 2021. I'm an Executive Platinum level flyer with American Airlines and RocketTravel is a program partner. By preventing me to book thru them I can not earn AA Advantage Loyalty points that would contribute to the requalification of top elite status the following year.
Back in September 2021 I used AAhotels.com (aka RocketTravel) to book a stay at the Four Points Hotel in Richmond, VA. The stay was pre-paid to my AMEX Black card. The stay was non-refundable/non-changeable. I received a receipt indicating the charge would appear on my credit card statement as RTI*AAHotels Four Points. I stayed at the hotel as planned.
The following month when I received my credit card statement there was a charge from "Four Points London" posted. I contacted both the Four Points in London, Ontario (Canada) and the Four Points by Sheraton London (U.K.) and neither ever showed me as a previous guest or claimed to have charged my credit card. My next step was to contact AMEX Black and a dispute case identified as transaction "unrecognized" was set up. AMEX said they would contact the merchant to verify the charge and request copies of any support documentation (receipts, hotel folios, etc.), Three weeks went by and AMEX notified that the "Four Points London" failed to respond to their inquiry so they were reversing the charge and issuing a credit to my account. I followed the procedures established by AMEX (and agreed to by merchants who accept their card) when a charge is questioned and additional information is requested.
When I recently tried to use AAHotels.com and RocketTravel's website to book some hotel reservations for upcoming business travel and found that I have been blocked from booking thru them.. When asked I was told it was because of a charge-back they received on a hotel stay booked in September 2021.
After looking into the matter I discovered RocketTravel was the merchant who posted the charge as "Four Points London" and inturn received a charge back after they failed to respond to the inquiry.
RocketTravel is refusing to accept any responsibility for charging my credit card under a name that is different from what's indicated on their booking confirmation/receipts or for their lack in responding to AMEX's inquiry.
I've made three calls to RocketTravel asking for a supervisor to call me back and no one have given me the courtesy of a call back,
I shouldn't lose any potential benefits with AA Advantage because this program partner failed.
[redacted] [redacted] We have been communicating with you directly by email, and apologize that the resolution is taking a bit longer than expected It is certainly a negative experience anytime a hotel oversells its inventory and one of our guests is relocated, and we regretyour situation We are still looking into the cause of the issue as well as investigating compensation for your troubles during the relocation One of our concierges will be in touch with you in the next days, and your case is being monitored by our management as wellKind regardsRocketmiles
[redacted] provides pricing in line with other online hotel booking sources, though we do not offer a price match guaranteeWe display taxes and fees in the final price, which is an estimate of the room tax, sales and use tax, occupancy tax, excise tax, value added tax and/or other costs associated with handling transactions and rewards at the time of your stay.It appears your travel dates are more than a month away Please contact us directly at concierge [redacted] or [redacted] to attempt to cancel this reservation for a full refund
Hi [redacted] We have received this complaint from the Revdex.com, and assure you that we take this sort of complaint seriously We strive to provide excellent customer service to all of our customers The issue we find today is that you didn't include a confirmation code, and we have no customer in our system corresponding to the email address you provided, or the phone number that you left in the complaint We do have another customer with a similar name (and a pending issue), but are having difficulty matching up the amount you have requested as a refundAt any rate, if you are the similarly named individual that has an open request with us, one of our managers will be calling you back todayOtherwise, feel free to call us today and ask to speak to a manager on dutyWe also can assure you that we don't just "book through [redacted] ." We are a subsidiary of the [redacted] family of travel brands, and as a result we source some of our hotel rooms from our parent company, as well as many other pre-paid hotel partners
Hotel RTI Advantage Hotels/ Rocket - American Airlines - Days Inn 1700 W. Broward Blvd. Ft. Lauderdale FL 33312 Reference #669392006- We cancelled our hotel room the first day we got there. We were there for 10 minutes taking pictures of live roaches, dead roaches in drawers, bathroom and floors. Urine stained sheets on the bed, many stains on the walls that looked like feces. Hotel refuses to refund me stating that they have a "no refund policy". We had to leave and look for another hotel room at night which was horrible as they were all booked. Finally found one hour later. We were not going to stay in that hotel. If one room has roaches and is dirty than they all have roaches and is dirty. They charged my credit card $237.30 for two nights which we did not stay there for any nights. I have been disputing, calling, writing letters, sending pictures and they still refuse to return my money. A no refund should not be honored if the rooms are dirty and unhealthy. I have severe COPD and cannot stay in an environment that is dirty. Nobody should be forced to stay in a bug infested hotel and be forced to honor a policy when the room is sight unseen. If the room was on fire would their policy still be active?
Desired settlement:
Refund
Money paid to business:
$237.50
Back in September 2021 I used AAhotels.com (aka RocketTravel) to book a stay at the Four Points Hotel in Richmond, VA. The stay was pre-paid to my AMEX Black card. The stay was non-refundable/non-changeable. I received a receipt indicating the charge would appear on my credit card statement as RTI*AAHotels Four Points. I stayed at the hotel as planned.
The following month when I received my credit card statement there was a charge from "Four Points London" posted. I contacted both the Four Points in London, Ontario (Canada) and the Four Points by Sheraton London (U.K.) and neither ever showed me as a previous guest or claimed to have charged my credit card. My next step was to contact AMEX Black and a dispute case identified as transaction "unrecognized" was set up. AMEX said they would contact the merchant to verify the charge and request copies of any support documentation (receipts, hotel folios, etc.), Three weeks went by and AMEX notified that the "Four Points London" failed to respond to their inquiry so they were reversing the charge and issuing a credit to my account. I followed the procedures established by AMEX (and agreed to by merchants who accept their card) when a charge is questioned and additional information is requested.
When I recently tried to use AAHotels.com and RocketTravel's website to book some hotel reservations for upcoming business travel and found that I have been blocked from booking thru them.. When asked I was told it was because of a charge-back they received on a hotel stay booked in September 2021.
After looking into the matter I discovered RocketTravel was the merchant who posted the charge as "Four Points London" and inturn received a charge back after they failed to respond to the inquiry.
RocketTravel is refusing to accept any responsibility for charging my credit card under a name that is different from what's indicated on their booking confirmation/receipts or for their lack in responding to AMEX's inquiry.
I've made three calls to RocketTravel asking for a supervisor to call me back and no one have given me the courtesy of a call back,
I shouldn't lose any potential benefits with AA Advantage because this program partner failed.
[redacted] [redacted] We have been communicating with you directly by email, and apologize that the resolution is taking a bit longer than expected It is certainly a negative experience anytime a hotel oversells its inventory and one of our guests is relocated, and we regretyour situation We are still looking into the cause of the issue as well as investigating compensation for your troubles during the relocation One of our concierges will be in touch with you in the next days, and your case is being monitored by our management as wellKind regardsRocketmiles
[redacted] provides pricing in line with other online hotel booking sources, though we do not offer a price match guaranteeWe display taxes and fees in the final price, which is an estimate of the room tax, sales and use tax, occupancy tax, excise tax, value added tax and/or other costs associated with handling transactions and rewards at the time of your stay.It appears your travel dates are more than a month away Please contact us directly at concierge [redacted] or [redacted] to attempt to cancel this reservation for a full refund
Hi [redacted] We have received this complaint from the Revdex.com, and assure you that we take this sort of complaint seriously We strive to provide excellent customer service to all of our customers The issue we find today is that you didn't include a confirmation code, and we have no customer in our system corresponding to the email address you provided, or the phone number that you left in the complaint We do have another customer with a similar name (and a pending issue), but are having difficulty matching up the amount you have requested as a refundAt any rate, if you are the similarly named individual that has an open request with us, one of our managers will be calling you back todayOtherwise, feel free to call us today and ask to speak to a manager on dutyWe also can assure you that we don't just "book through [redacted] ." We are a subsidiary of the [redacted] family of travel brands, and as a result we source some of our hotel rooms from our parent company, as well as many other pre-paid hotel partners