Complaints

• Initial Complaint

  01/23/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Summary of Incident:I stayed at ************ in ************, booked through the Hopper app, and faced undisclosed fees and poor customer *************** Details:Date: 1/16/25-1/23/25 Platform: Hopper app Total Paid: $1,818.20 (7 nights: $1,318 + $500.20 taxes/fees)Destination Fee: Not clearly disclosed on the Hopper app Issues Faced:At check-in, I was required to put down a $1,000 deposit for incidentals. At check-out, I expected a full refund but was charged $281.19 for:$35/day "destination fee"$2.08/day and $3.11/day for "destination fee city taxes"These fees were for amenities (pool and gym) I did not use. The hotel manager kindly waived three days of fees after explaining the charges were mentioned in a confirmation email and I had a chance to cancel the booking with a full refund. However, this feels misleading as these charges were not disclosed upfront. Upon checking, I found the fees buried in the "Policy and Info" section of the app, a hidden and unclear location that prevents informed booking decisions.Customer Service Interaction:I contacted ********************** and spoke with *****, who admitted the destination fee details are hidden under the fine print of the "view property and policies". If I would have known this, I would have not made this booking. This is deceptive and unfair. When I asked for a case number, ***** disconnected the call, making the experience even worse.Complaint:Lack of Transparency: Hopper buried the destination fees in an obscure section, misleading customers. I feel that this company exploited me. Poor ***************** *********************** team failed to resolve my issue and disconnected my call.Unjust Charges: I was charged for amenities I did not use.Resolution Sought:Refund of full deposit.Clear and upfront disclosure of all fees in the app.Improved customer service practices.Thank you for helping me with this issue.

  

  Business response

  01/26/2025

  We would like to extend our apologies for any inconvenience caused. Upon checking booking M7FVJK7K2NCD, it appears that this is a past date reservation at ************************************, an *********. I understand that you want to get a refund for the extra charges made by the hotel. Upon reviewing the email confirmation that was sent to you after the booking was made, it was stated that you will be asked to pay the following charges at the property: Destination fee: USD ***** per accommodation, per night. I believe that this information is also included for review before swiping the payment. We always advise our customer to review the details of the booking before payment to avoid this issue. Regret to inform you that we are unable to process the refund as of this time.

  Customer response

  01/27/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Thank you for your response regarding my complaint about booking M7FVJK7K2NCD at ************************* - ********. I must respectfully reject your response, as I believe the charges in question were not transparently disclosed.
  
  While you referenced that the Destination Fee of $40.17 per night was mentioned in the confirmation email, I want to emphasize that such fees should be fully visible and upfront during the booking processnot buried in post-booking communication or fine print. Consumers should not have to uncover critical charges after committing to a purchase.
  
  The lack of clarity around these fees feels deceptive and contrary to good faith business practices. As a customer, I should have been presented with the total cost during the booking process, including all additional fees, so I could make an informed decision.
  
  I kindly ask that you reconsider processing a refund for these charges, as they were not adequately disclosed. Transparency in pricing is essential for ensuring trust and fairness in business transactions, and I encourage you to address this issue to prevent further dissatisfaction among customers.
  
  
  

  

  Business response

  01/29/2025

  I have reviewed your concern again, and as much as I would like to process the refund, we are unable to do so since this information is provided before swiping the payment. However, as a valued customer and as a one-time exception, I have initiated the process of a refund in the form of a Hopper voucher with an amount USD100.00 as a goodwill.
  
  Here are some good things to know about the Hopper voucher:
  $1 voucher has the same value as 1 USD;
  Vouchers can be used to book flights, hotels, or car rentals in the app;
  Vouchers are not applicable on UA flights
  Vouchers are non-refundable;
  If the voucher value is greater than the cost of the booking, the remaining amount will be forfeited;
  It is valid up to 365 days from the issue date;
  Vouchers can be combined with Carrot Cash, but not other vouchers or promotions;
  You can check your voucher in the Hopper Wallet, accessible at the top of the apps home screen; and
  More details on vouchers can be found in our FAQs - **************************************************************************************************************** Terms & Conditions - *********************************************************.

• Initial Complaint

  01/21/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We booked a hotel stay through Hopper in April 2024. We were charged $592.60. Due to weather, we decided to checkout the hotel early. We contacted Hopper prior to checking out early and they indicated it was no problem and we would be refunded. We got a receipt from the hotel partner at checkout. The receipt clearly showed the amount Hopper paid as a deposit on our behalf in the amount of $317.96. It also shows the amount of the refund that would be issued in the amount of $154.44. I called Hopper the day we checked out and they informed me that a refund would be issued. To date, we have reached out to Hopper numerous times and today they emailed saying no refund would be issued. I am seeking a refund in the amount of $429.08. The hotel partner informed me that a refund was issued to ******* (apparently a partner of Hopper). However the folks at Hopper are refusing to refund me. I have the receipt from the hotel and I have shared it with Hopper.

  

  Business response

  01/22/2025

  We would like to extend our apologies for any inconvenience caused. Upon checking booking 3ML7433SV6Q2, it appears that this is a past date reservation at ********************* & Casino. I have reviewed the record and it shows that there was a multiple follow-up made on this case. Our support team sent a refund request to our partner but it was denied due to policy. Since this case was already overdue, as a one-time exception, I have initiated the process to refund the amount of USD275.00 as goodwill to the original form of payment, the card ending in the last 4 digits 5371, in our system. Please note that refunds typically take 3-10 business days to reflect on your statement. However, in many instances, the process is expedited and completed sooner. It is important to highlight that certain card issuing banks, especially those associated with debit cards, may have longer processing times, extending up to two billing cycles (***** days). This specific timeline is determined by your banking institution, and unfortunately, we are unable to expedite this process.

  Customer response

  01/22/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** *****

• Initial Complaint

  01/21/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Didnt stay at your hotel called several times no

  

  Business response

  01/21/2025

  We tried to review the case with the email address and name associated with the complaint; however, we are unable to locate the account. In order for us to effectively continue our investigation, we kindly request your assistance in providing the confirmation number and the email address associated with the Hopper account. Your cooperation in this matter would be greatly appreciated. Thank you for your understanding and prompt attention to this request.
  
  
  

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I kept getting an error message over and over again when trying to book a hotel. I called and the lady said she handled it. Didnt realize until I saw 4 chargers on my bank account that they charged me almost $30 dollars more for my stay. I called again and the customer service *** was extremely rude and said we do not price match, we dont control the prices and I was not asking for a price match, I was asking for the original amount to be charged on my card, not almost $30 more. The customer service *** was named ******** Shugarma. Ive been using Hopper for years and after this encounter l, I do not believe I will be.

  

  Business response

  01/21/2025

  We would like to extend our apologies for any inconvenience caused. I have reviewed the case, and upon checking booking HWDZ9SPL9NC8, it appears that there was a past date hotel reservation at *************************. Based on the payment history, there were two charges on account last *******; however, the charge USD539.65 was voided and the system captured USD565.56 as the total amount of the reservation. I'm really sorry for this experience. Due to this inconvenience, I have issued a USD50 voucher to your Hopper wallet.
  
  Here are some good things to know about the Hopper voucher:
  $1 voucher has the same value as 1 USD;
  Vouchers can be used to book flights, hotels, or car rentals in the app;
  Vouchers are not applicable on UA flights
  Vouchers are non-refundable;
  If the voucher value is greater than the cost of the booking, the remaining amount will be forfeited;
  It is valid up to 365 days from the issue date;
  Vouchers can be combined with Carrot Cash, but not other vouchers or promotions;
  You can check your voucher in the Hopper Wallet, accessible at the top of the apps home screen; and
  More details on vouchers can be found in our FAQs - ************************************************************************************************************* and Terms & Conditions - *********************************************************.

  Customer response

  01/29/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** *******

• Initial Complaint

  01/15/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I reached out to the business regarding a promo I found on the companies website, one promo was for $300 of a booking, or 25% percent off, neither promo code worked for me, I reached to customer service even spoke with a manager, The manager name Rohit, Stated to me, If the promo isnt working its nothing he can do, I even took a screenshot and emailed it him, He still provided no help or a resolution. I feel the company is intentionally doing a bait and switch, The offer sounds great, however its not a real deal.

  

  Business response

  01/16/2025

  We would like to extend our apologies for any inconvenience caused. Based on the complaint, it is regarding Hopper promotions. I have reviewed the case and to provide details on this, please note that promotions are one-time personal discounts. Promotions have specific applicability and expiration rules, which you can review in your Hopper Wallet before redeeming towards a purchase. If you tried to book on the app and promotion does not apply, this means that it is not applicable on the booking that has been purchased.

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I should have never used hopper. I booked a rental car months in advance. When it came time for the trip I couldnt renter who I booked thru. I was hoping Id get a reminder for some company, but nothing! I booked thru another agency , when I got back , hopper asked how the car was and charged me ! I was like what ? Never heard of that . Please st d updates to your customers! The hotels and airlines do ! I deleted the app

  

  Business response

  01/15/2025

  We would like to extend our apologies for any inconvenience caused. I have reviewed the case, and upon checking booking US242607750, it appears that it was a past date car rental with Ace at DEN Airport. Based on the record, the booking confirmation email was sent 10Dec24 at 12:02 and email was open/read at 20:17 on 10Dec24. Customers have reached out with our support team yesterday 14Jan25 to cancel the booking. Since booking is already a past date reservation, this is considered utilized and it will be a non-refundable booking. I really wish there was more I could do for you in this case, but please understand that we are 100% bound by the policy, and we cannot process any refund without their authorization. However, I have initiated the cancellation of the insurance (Policy # ET5F-YJPU-INS) with RentalCover for an amount of USD84.00. Kindly allow 5 to 7 business days for the refund to reflect in your account but oftentimes, it may be returned sooner than this, depending on your issuing bank and the original form of payment used.

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a ticket December 26th to ************* and I can't go in August so I wanted to cancel it cuz the trip is in August and I can't go then but I am going to ******* next month and I wanted to use the ticket to go there instead but the company meaning Hopper said that for $100 they will switch it over but I can only fly to ****** and I don't plan on going to ******. And it has to be done within a year

  

  Business response

  01/15/2025

  We would like to extend our apologies for any inconvenience caused. I have reviewed the case, and upon checking booking JCTOFF, it appears that there is a confirmed roundtrip flight with JetBlue for routing BOS to ***. I understand that passenger would like to modify the booking. I have checked the ticket fare rules, and I can see that it's a non-refundable basic economy fare. Since this fare type is often the best rate available, it is more restrictive and the airline does not permit any changes; however, booking can be cancelled for a USD100 fee. This can be done directly on ******* website. Funds will be in the form of a JetBlue travel credit, valid for 12months from the original ticketing date. Ticket restriction can also be viewed directly on JetBlue website: ************************************. I really wish there was more I could do for you in this case, but please understand that we are 100% bound by the airline's fare rules for each ticket, and we cannot process any changes or cancellations without their authorization.
  
  I also wanted to let you know that for the next time you book with us, you can filter out basic fares (*****************************************************************************) from the search results - this way, you won't accidentally book a restrictive basic economy fare.

  Customer response

  01/15/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

  I will accept the response but I have to make sure that I can use the ticket anywhere in *****************. They originally said all I could do was go to ****** and actually pinpointed it to Cancun one .number two my  last name is spelled wrong. It's ****** not the way it's there. that might have been my error

   

  

  Business response

  01/16/2025

  I have reached out to ******* directly to verify your concern. As per advised, once you have canceled the booking and the funds are in ******* travel credit, you can book a flight to any routing you prefer. Regarding your name correction, please note that the system follows the name that is on the Hopper app. If the last name is incorrectly inputted, can you please provide us with a copy of your travel ID showing your correct name and date of birth? If it's for international travel, please be sure to provide your passport. If it's for domestic travel, an ID or driver license will work. We'll need to contact the airline to see if they are able to process a name correction for you. Please note that name corrections are at the discretion of the airline's rules and while Hopper support is more than happy to process the correction for you, we can only do so with the authorization from the airline.

  Customer response

  01/16/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   I'm rejecting this because I do not know where to send. My travel ID didn't even give me the option. So if somebody could tell me where to send my travel ID with the correct name meaning the correct spelling I'll do that

• Initial Complaint

  01/07/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My flight from ******************** was cancelled due to damages in and around *********, ** after Hurricane ******. I had to book another flight from **********, SC the day I was supposed to fly out of *********. Both ********** and ***************** refunded the ticket amounts to credit cards I dont own. I'm assumming therefunds were paid by Hopper using accounts they own. ********************** has never refunded us for the amount we paid. I can only assume after filing a claim with them and with our credit card company that we will never get this refund. ******** dispute cancelled the provisional credit citing it was a legititmate purchase (which it was). It's the refund that we're disputing.

  

  Business response

  01/08/2025

  We would like to extend our apologies for any inconvenience caused. I have reviewed your case, and upon checking booking H-P7XXZE4LLJ, it appears that you had a canceled booking with *********** and *****************. I have initiated the process to refund the amount of USD481.97 to the original form of payment, the card ending in the last 4 digits 9393, in our system. Please note that refunds typically take 3-10 business days to reflect on your statement. However, in many instances, the process is expedited and completed sooner. It is important to highlight that certain card issuing banks, especially those associated with debit cards, may have longer processing times, extending up to two billing cycles (***** days). This specific timeline is determined by your banking institution, and unfortunately, we are unable to expedite this process.

  Customer response

  01/14/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** ***

• Initial Complaint

  01/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Unlike most people who resent insurance, I appreciate that the premium paid is for peace of mind. However, the peace of mind I had by virtue of purchasing XCover protection every time I flew was illegitimate because the ****** operates in bad faith. On the day of flight, I was forced to go to the ** due to excruciating pain that precluded my flying. I then rescheduled my flight for two days later. With proper documentation of my illness and proof of the rescheduling fee, I submitted my claim. XCover promptly denied it, alleging that my flight was rescheduled and not cancelled and thus they will not pay anything. The basis of their denial is a logical fallacy: one cannot receive a substituted flight without the cancelation the preexisting flight. Such is the nature of rescheduling. **** **, XCover implied lay confirmed that, had I cancelled that flight and purchased a new one altogether at the necessarily significantly higher price given the proximity of flight to Christmas, XCover would have reimbursed me the cost of the flight I missed or cancelled. I would also note that this course of action would allow the airline to enjoy a greater profit from me, suggesting collusion between XCover and airlines. Ultimately, XCocer shirked their its contractual obligation by asserting the letter of the contractual terms to deny the spirit of it. I have always purchased XCover protection on every flight-and encouraged everyone I know to do the same. Having discovered its bad faith practices consistent with the stereotypically avaricious and unprincipled insurance company, I will never purchase any coverage ****** again. This means Ill need protection only airlines can provide, so Im also done with Hopper.

  

  Business response

  01/07/2025

  I have thoroughly reviewed the concern, and upon checking, it appears that you have a past date confirmed booking NIJISM with ***************. Based on our record, I can not see that you have reached out to our support team with regard to this concern. Since ****** is our third party partner, we do not have any control regarding their claim policy. If you want to submit a complaint to Xcover you can reach them directly here: ***************************************. Their support team is available 24/7.

  Customer response

  01/07/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  Hopper refused to accept any responsibility for partnering with a clearly disreputable agency. Neither was any resolution proposed. At this point I would have accepted half the fed for the medic ally necessitated rescheduling of my flight. Instead, Hopper had the temerity to remind me to be professional and courteous during this process, despite the fact that I did not use any profanity or objectionable language, but instead merely provided an accurate account of the terrible treatment I experienced. 
  
  Regards,

  Dolapo

   

   

  

  Business response

  01/08/2025

  We have thoroughly reviewed your case again and reached out with JetBlue directly to check the booking. Based on the investigation, passengers voluntarily change flights on the website with a fare difference of USD175.01. Kindly note that this fee is collected by the airline due to the flight being confirmed at a higher fare. Also, the passenger purchased the checked in bag for USD35.00. Please note that we are unable to refund these fees as this policy is provided by the airlines. As much as we would like to provide you a refund, unfortunately, we cannot do so. I really wish I could do more to help you. Unfortunately, Hopper doesn't have any control over this kind of policy. Please understand that we are 100% bound by their policy, and we can't process a refund without their approval. For your future booking, I would recommend to purchase Cancel For Any Reason. You may visit this link: ********************************************************************************* to know more details of this service.

• Initial Complaint

  01/04/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This all started back in November when i booked with hopper for our trip to ********** and the hard rock hotel. I went into the app and made the booking I didnt even see where you could add a child to the reservation and i added the trip insurance . I then called them to see what they can do about adding my daughter and they said I had to cancel it and rebook so he can do it on his end so that what i assumed was done. Then i called back again and realized the trip insurance wasnt added this time on the booking and he said I cant do that on my end to help you have to cancel and rebook so i did just that only to realize that I was refunded in carrot cash and couldnt use that towards it so I let it go I wasnt spending any more money with them . Now two days ago I was in contact with the hard rock trying to book a birthday celebration add on package and they informed me my reservation was only for two adults. So I called the hopper app and then she said I needed to cancel and rebook and I told her I dont think I should have to pay the price it is now when your company made a mistake and she told me i would receive a refund of the $500 difference once someone would have time to listen to the call and now they are not giving me a refund. I am not sure if they get paid on amount of bookings but this is not good customer service. Please help I am so frustrated I have cried about this and I have tried to stay calm with the people helping me but I am beyond that point now ,

  

  Business response

  01/04/2025

  We would like to extend our apologies for any inconvenience caused. I have reviewed your case, and upon checking booking BDPCJZSGK94R, it appears that you had a confirmed hotel reservation at *************** & Casino Punta Cana All Inclusive. Based on our records, you have canceled your booking DF7Z4BZSWCWG and X48JPNCXXL43 on the Hopper app 09Nov24. You reached out to our support team on ******* regarding the refund that you have received. I have listened to the call conversation, and this concern is about creating a booking at the same hotel and adding insurance and VIP. My colleague informed you that you do not need to add insurance since booking can be canceled until 28Jan25. You contacted our support team on 01Jan25 regarding additional guests. My colleague tried to contact our partner; however, due to the bank holiday, the office was closed. We have sent an email to our partner to request adding a child to the booking, but we have not received a response from them. Yesterday 03Jan25, you called our support team since the booking is still confirmed for 2 adults. My colleague reached out to our partner to verify an update on the email that we sent; however, as per checking, they are not allowed to modify bookings. According to the hotel, you can book a child directly upon check for an additional rate of USD189 USD per night, totaling USD1134 for 6nights. We have offered you the option to cancel the booking and book a new one since we found a lower rate compared to adding a child upon check in. In this case, the rate is now USD4032.97 from USD3502.89. In line with this, we can not process a refund of USD500 since there was no request to add a child as a guest from 10Nov24. As much as we would like to provide you a refund, unfortunately, we cannot do so. I really wish I could do more to help you. Again, I sincerely apologize for the experience that you have encountered on your booking.

  Customer response

  01/05/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩