"Ongoing payment issues weeks after trip"

Edit: This issue was resolved quickly after I posted this review. My card was refunded for the duplicated charge, and I was able to retain the 4,000 miles I had received for the initial booking through Rocketmiles, despite the fact that after it was all said and done, my payment was made directly to the hotel instead of to Rocketmiles. Changing from one to three stars.

Original post:
I booked a hotel for a June trip with Rocketmiles through the Alaska Airlines Hotels program back in March because of a 4,000-mile incentive that was running at the time. I made my payment at that time.

I checked into my hotel around 12:30 a.m. on June 23 and was told by the front desk that the payment from the booking company did not go through. I called the number for the concierge that was included in my booking email, but an automated system told me that because it was after hours, the concierge was on stand-by and that I should leave a voicemail. I left multiple voicemails but did not hear back from anyone. I finally found another number for Rocketmiles online and was able to speak to someone, and they confirmed that there was a technical glitch on their end regarding the payment processing. I ended up in the hotel lobby until 4 a.m. back and forth on the phone with a rep from Rocketmiles, who was on the phone with the hotel partner, who was on the phone with the employee at the front desk of the hotel. The Rocketmiles representatives I spoke with were understanding and ultimately helpful (it seems the payment issue was with the "hotel partner," so Rocketmiles ended up making the payment themselves instead), and despite the long amount of time it took to resolve the issue in the middle of the night, I thought the issue was behind all of us.

However, last week, I received another charge to my personal credit card (which the hotel had on file for the security deposit) for the cost of the room. I spoke with the hotel manager first to try to get this resolved, but she said she had received multiple emails from the booking partner telling her to refund their payment and charge my card instead. So, that's what she did, and now I have been charged twice for this booking -- once back in March when I made the reservation, and again last week by the hotel directly.

I called Rocketmiles again today and spoke with a representative about getting this charge removed from my card. I stayed on the line as he followed up on the issue, and he reported back that they do not have any record of having sent a request to the hotel for them to reimburse the payment and charge my card. Because of this, they now need written confirmation from the hotel that this occurred before they can refund my card. I was told that with this refund, however, I was going to be charged ~$18/1000 miles for the 4000 miles that had already posted to my account. I explained to the representative that this was absolutely not fair -- none of this has been my fault, and if anything, I would expect some additional miles as compensation for the time and energy I've had to put into resolving this. The Rocketmiles rep said he would speak with his supervisor to see if they could avoid charging me for the miles.

I am hoping this issue is resolved as quickly as possible -- that I am refunded for the second, incorrect reservation charge to my account and that I am not charged for the miles credited to my account that were the whole reason I made this booking in the first place. I will update this review as it the situation continues to develop.

"Legit the worst"

Legit the worst. Points were credited to the account holder NOT the person specified in the reservation. Rocketmiles after weeks of hours ok the phone told me sorry can't change them now that they are posted.

I explained that THEY posted them to the wrong account but cannot get anywhere and no supervisor will call me backS

"Took points for a booking that didn't…"

Shortly after making a bad review for missing points that was proving impossible to refund the company responded and the points were refunded the next day. I would like to thank the representative for the outcome.

"Misleading Advertising and Missing AA Reward Miles"

I travel a lot and this is the worst experience to date! They advertised and SOLD a service that didn't exist at the hotel and additionally I STILL have NOT received the reward miles to my American Airlines Advantage account as promised with booking. They have gone silent via email communication after asking for confirmation of my Advantage Account. They are saying AA is experiencing "technical" issues with miles. One lie after another. This is a prime example of deceptive Trade Practices. It is unfair business practices how this company has misrepresented the suppliers, falsely advertised goods and services. I am still working on a resolution, however when you can only speak to a customer care rep that is not at a higher level you simply can't get a honest answer or any answer at all. Consumer Beware!!!--

Updated 6/14/2023 10:46 am: Responded with a request to provided additional information to Rocketmiles.

"Had a problem with my miles being…"

Had a problem with my miles being credited to my Advantage account. This was resolved in a polite and timely matter.

"I would give zero for my recent…"

I would give zero for my recent expericne .This is not the first time i have been trying to hire car using aa miles and everytime it says cannot process technica issues.the same problem has be going on for months and nothing has been done to resolves this issue .Reached out to customer service all they ever say is looking into this matter not sure how long it will take so therefore book directly from agency.asked if there is another way to hire car using miles they said no ehat a joke .When plan a doesnt work there should always be plan b.Feeling like this company is scam .

"I booked through my Alaska Airline app"

I booked through my Alaska Airline app, paid for 4 nights stay at a hotel at my destination ahead a of time , nearly $900, I was supposed to get miles, nope no miles. Oh and actually I never got to go cause my flight cancelled due to volcano. So out $900 and no miles. This was a gift to my daughter for graduation. Well so much for that fail. Thank you Rocketmiles!!!!

"Errors after errors--no resolution"

Like others before me, I have been trying to book a hotel with AAdvantage reward miles, but have gotten repeated errors despite Rocketmiles pointing out that this room is available. The first error I got was to call Rocketmiles, the second error I got was that they couldn't complete the transaction, and then the third error I received and have received since is that the hotel no longer has rooms available. So why does Rocketmiles show that they have rooms available? I have tried every flexible reservation option at this hotel and each time I get an error. What is the point of this website? It seems like a scam. I called and they told me to "wait a day and try again" or otherwise, find another hotel. A pointless website to me. This isn't the first time. A month ago I tried to book a hotel with Alaska miles, but had the same issue and I was told to "book directly with the hotel." So wants to point of offering us the opportunity to book hotels with miles? Alaska and American have contracted their hotel rewards to the wrong group. So frustrating...

I finally did make a booking but at a different hotel than we planned

"Truffaldini"

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 che l’hotel da me scelto non rientrava nella promozione, peccato che non ci sia scritto da nessuna parte che l’hote non rientra

"I booked via AA and didn’t know It was…"

I booked via AA and didn’t know It was rocketmiles.
One month after, so many emails and chats and no miles posted yet.
It’s frustrating. It’s taking a lot of my energy.
I always getting the same answer;next two weeks.
I hesitating to book again. This headache it’s not worth my headache