RocketTravel, Inc

Hello, We have reached out to this customer and resolved this issue The customer who made the reservation for an employee was unaware that industry standard for online hotel booking engines have strict terms and conditions In this instance, the guest showed up two days after
the scheduled cheand the hotel had already tagged the reservation as a no-show The terms and conditions on the booking state, "No-show will be charged full booking penalty." Luckily the hotel agreed to only charge a one-night penalty instead of for the full day stay We did request the hotel to waive the one-night penalty, but we were denied the request. The customer's main complaint was that our customer service representative was unwilling to assist him in getting an alternate accommodation This was not a good experience for this customer I expressed my apologies and advised the customer that we will coach that agent to better assist our customers in situations like this.We have also added an additional 1,*** Rapid Rewards points for his next booking so that he knows this isn't our typical customer experience. At this time, both the customer and Rocket Travel, Inc consider the matter to be closed

Dear Revdex.com, This situation has been handled We have already informed the customer of the resolution and she is satisfied We understand that she was frustrated due to the amount of time this took to resolve The issue is that the individual at the hotel who could approve a
refund for this guest was on vacation for the last week, so we could not get a refund for her. *** *the hotel manager) approved the refund today and we immediately processed the refund to the guest Refunds on our end are instant, but may take 2-days for her bank to process back to her card. We consider this matter closed, as does our customer

Hello, The *** website makes no claim of best price guarantee The offer on this booking is a $statement credit back to their *** account We did inform the customer that we make no guarantee of best price We consider this matter closed

Revdex.com
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

[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 2 days, and your case is being monitored by our management as well. Kind regardsRocketmiles

[redacted] provides pricing in line with other online hotel booking sources, though we do not offer a price match guarantee. We 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.

p.p1 {margin: 0.0px 0.0px 11.0px 0.0px; line-height: 13.0px; font: 11.0px Verdana; color: #000000; -webkit-text-stroke: #000000} span.s1 {font-kerning: none} 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 refund. At 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 today. Otherwise, feel free to call us today and ask to speak to a manager on duty. We 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.