"Don’t trust Rocket Travel or Alaska Airlines Hotels"

I had a horrible experience using Alaska Airlines' miles program to book a hotel. I used 55,000 miles for a two-night stay at Homewood Suites in McDonough. Despite confirmations from both Alaska Airlines and the hotel, my friend was forced to pay an additional $358 at checkout because the hotel claimed they couldn't process Booking.com's digital payment card. The staff at Homewood Suites were extremely rude and unhelpful, blaming the issue on Booking.com and offering no resolution. Seven weeks of calls and emails have resulted in no refund, just hours of frustration. Alaska Hotels offered to refund my 55,000 miles, which is ridiculous because those miles were mine to begin with. This experience has shattered my trust in Alaska Airlines. I strongly caution against using Alaska Airlines miles to book hotels, Booking.com for reservations, or staying at Homewood Suites in McDonough. The rude hotel staff and lack of support make it a nightmare.

"I have now been ghosted now by…"

I have now been ghosted now by Rocketmiles. No response, no miles, absolute silence. After the BBB closed my complaint, Rocketmiles stopped responding. If you notice, they promised my miles in a previous review. Don't worry. My next stop is a complaint to the Attorney Generals office of Illinois.

"Now I understand"

You have the most appalling rating on Trust Pilot, with even worse reviews.
Now I understand why!
It took three emails to get you to respond You obviously didn’t read my email, or even more disturbing, didn’t understand it.
Terrifying to think the success of my holiday is in such
incompetent hands!

*UPDATE AFTER ROCKETMILES RESPONSE*

This response is even worse than the first one I got.

Firstly got my name wrong. Secondly - didn't once ask for a refund or to cancel my booking.
It still baffles me how companies like this with such appalling customer service - survive.





"DO NOT BOOK WITH ROCKETMILES"

I booked a hotel for September 2024 in Oslo Norway - straight away I realised that I had booked an incorrect date and missed a digit from the booking.
Booked 6th Sept until 8th when it should have been 26th to 28th. since then I have tried to get them to change the date - after 10 emails and being strung along such as we will try to contact the hotel to ammend the booking, what dates do you want, we will try to help you out - (I contacted the hotel directly who said that RocketMiles can change subject to wanting to), this was my final response from them.

We want to bring to your attention that the reservation you have made is classified under our non-amendable booking policy. As per our policy, once a booking has been confirmed, no changes or modifications can be made. This includes adjustments to the dates, guest details, or any special requests associated with the booking.

We understand that plans can change, and we strive to provide as much flexibility as possible; however, due to the nature of your booking, we are unable to accommodate any modifications or cancellations at this point due to system limitation.

We understand that this may not be the outcome you were hoping for, and we apologize for any inconvenience this may cause.

Thank you for your understanding.

It is not OK to have this kind of harsh policy. I cannot believe that Virgin Australia even use a company like this when they have such a good name - utterly appauling NON customer services.

Update -
RocketMiles have asked for more details via Trustpilot to understand the experience.

This is my response - Hi Trustpilot

They have had numerous emails referring the poor customer service and not resolving this matter or trying to assist here are the required reference numbers for them to locate again

Last ref 737580762 & OOD1N02bGql.500Qg0EO3UZ

This is just another stalling tactic

Anyway I look forward to hearing from you

"Do not use this company"

Do not use this company. They cancelled my reservation and are refusing to give me a refund. I booked a car through AAdvantage/Rocketmiles. I paid $242.04 plus 24,200 AA miles (the equivalent of about $900 total). My flight was late arriving into Rome, after customs and the walk to the rental counter we were almost 3 hours late, so THEY cancelled our reservation. Would only give us a car if we paid an additional $30 per day plus tax (almost $400 additional!). We went to Hertz and got the same car for less.

"BAIT AND SWITCH LIARS"

If I could do zero or negative I would. WORST COMPANY EVER. I recently booked travel to a central American country. I used Rocketmiles and paid with miles and cash to reserve a car at a company that they contract with called U-Save. When we arrived at the airport, we were waiting for an hour and a half for a shuttle to accompany that was only 3 km away from the airport. When the “shuttle” came, it was in the van that we had rented, a Hyundai van with 173k kilometers on it, damage on all sides of the vehicle, a gas tank that wouldn’t open, windows that wouldn’t close, and air conditioning that would work only part of the time. I could not cancel the reservation because it was prepaid so I was out the money and miles. When I contacted Rocketmiles about the issues, they indicated that they could do nothing since I had already paid the U-Save with the had paid the company and my behalf. Rocketmiles reached out to the company for a refund, but U-Save only offered an exchange on the vehicle I had for a different one. However, another vehicle was not available in their junkyard of offerings. Despite sending in videos of the vehicle and multiple pictures, all Rocketmiles did was offer me a $50 credit towards a future booking. I indicated that I wanted my miles back and my money back from Rocketmiles since they were the ones who I paid. They refused, saying that they passed the money to the other company, which I understood, but since the other company wouldn’t refund anything, Rocketmiles should standby their own contracts and customers. They did not. I will never use them again for any car rentals whatsoever. I highly recommend against using anyone they contract with. Go to the specific websites of car rental agencies themselves instead of going through Rocketmiles and wasting your time, money, and miles. Rocketmiles and U-Save are a total bait and switch scheme and should be investigated. They take no ownership of the problem and wash their hands of any wrong doing. American Airlines should be ashamed to work with such a poorly ran and low quality company. I’ll be contacting American directly as well.

"Booked a hotel through RocketMiles…"

Booked a hotel through RocketMiles AAdvantage Hotels Concierge, then immediately had to cancel the booking. I contacted this company to get a refund and they said no, the hotel already charged it and they will not refund. I then quickly called the hotel, and they stated they had NOT charged for the room and a refund was fine because there hadn't been a charge yet on their end.
So I called Rocket back and spoke to a different agent, who agreed to cancel and refund the money, but the phone got disconnected in the process. Then I called back again, a different agent, who claimed she didn't see anything in the system. I sent numerous emails and phone calls to no avail. 1.5 months later, I get an email response. This company is a scam and American Airlines should part ways with this company, it is not a quality service.

"The website fails to complete my…"

The website fails to complete my transactions more than 80% of Times attempted. Very frustrating as this is how one takes advantage of American Airlines bonus opportunities with hotels. American Airlines needs to dump this outfit.

"Me devolvieron mis millas "

Hoy recibí comunicación por parte de Rocketmiles (Christofer) quien se disculpó por las molestias y me reembolso automáticamente las millas de mi reserva anterior.

Para mí lo más importante es poder reconocer un error (como todos los tenemos), disculparse y recibir las millas, y además preguntar por la salud de mi hija, muchas gracias!

"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