Complaints

• Initial Complaint

  11/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Approximately one month ago, I booked an apartment on Hopper for my mother, scheduled from November 17th to November 23rd. The deal seemed too good to be true, so I proactively contacted Hoppers customer service to confirm the reservations legitimacy. Their representative assured me there was no need to worry, as they thoroughly review both hosts and properties before listing them. Trusting their reassurance, I waited for the check-in date.On November 17th, the day of the reservation, I picked up my mother from the airport and prepared to check into the property. However, I never received the access code or any instructions from the host. Despite trying numerous ways to contact the host, I was unable to reach ******* was an extremely cold day, and my motherhaving just arrived from a long flightwas forced to wait outside for three hours. Desperate, I contacted Hoppers customer service again. Shockingly, they admitted they could not contact the host either and offered me nothing but a refund. While a refund might resolve the financial aspect, it did nothing to address our immediate need for shelter. I requested their assistance in booking an alternative accommodation, but they were unable to help.Ultimately, I had no choice but to find a hotel on my own at the last minute, paying three times the original booking price to secure a week-long stay (around $330 per night for 6 days). This ordeal not only ruined the start of my mothers visit but also left me feeling deeply let down by Hoppers lack of accountability and support.I trusted Hoppers platform to provide safe, reliable accommodations, but their failure in this instance was unacceptable. I am seeking compensation for the additional expenses I incurred and a formal acknowledgment of their inadequate handling of the situation.

  

  Business response

  11/20/2024

  I have thoroughly reviewed the concern, and upon checking, it appears that there was a confirmed booking GNM3W6ZTSC5S at Your Enchanting Studio Retreat: Perfect for Solo Adventurers and Couples, Unwind. We apologize for the inconvenience that you have encountered on your reservation. I have reached out with our support team to file a complaint with the Home owner and to discuss the possibility of removing the property in the Hopper app to prevent the same issue in the future. In line with this, I have initiated to process the refund amount USD282.74 to the original form of payment used with the last four digit ending 9817. Kindly note refund may take 3-10 business days to appear back onto your statement, but oftentimes, it is much quicker. Some card issuing banks, such as debit cards, may take longer, up to two billing cycles (***** days). This timeline is set out by your bank, and we are unable to expedite it. Due to the inconvenience, I have provided a USD100 Hopper voucher to your wallet as a one-time courtesy.
  
  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

  11/21/2024

  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. 

  A refund is the minimum I expect in this situation, and I just checked my Hopper Wallet, I have not received that 100 credit. I believe I deserve further compensation, as I was forced to spend nearly $1200 on a last-minute hotel due to the problem. As a booking platform, Hopper has a responsibility to ensure that listed accommodations adhere to platform standards and are legitimate and available. However, despite Hoppers commitment to assist with issues, no replacement accommodation or adequate support was provided, leaving me stranded and completely disrupting my travel plans. I am seeking compensation for my direct financial losses, which resulted from Hoppers failure to ensure the host met their obligations. You may address this matter with the host, since I booked through your platform, it is your responsibility to resolve it with me directly.

  Hopper states on your website that you are a customer-centric company: Many companies claim to focus on their customers, but true customer obsession is something different and much more far-reaching. Hopper innovates by starting with the customer and working backwards. However, in this situation, I do not feel that I have been treated as the center of your approach. I hope you will reconsider the compensation provided to reflect the values you promote. If you truly put your customers first, you wouldnt leave your customer and his mom stranded in the cold for over three hours, forced to find their own accommodation at the last minute.
  
  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,

  Yujie

   

   

  

  Business response

  12/03/2024

  I have re-investigate your case and I can confirm that the voucher USD100 was credited to your Hopper wallet on 20Nov24. I can see that the voucher was redeemed on 27Nov24 for a car rental booking with confirmation 1474001460COUNT. As of today, I have credited an additional USD100 voucher to make it total USD200. Please be aware that this offer represents the maximum compensation we can provide and is offered as a one-time courtesy. Since a refund was already processed for the original booking amount USD282.74.

  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 - *********************************************************.

• Initial Complaint

  11/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased business light tickets in April 2024 for a trip from *** to DPS **** for January 2025. I purchased Business Lite for ALL 6 flights for my trip (2 American) 4 ***** Pacific. My flights in the Hopper app stated, and still states, business lite for ALL 6 flights. My seating for 2 of the 6 flights were changed to economy. I called Hopper this morning and was told my flights were in fact Business class for all 6 flights and was told to call the airlines to update my seats. I called American and confirmed my seats are in Business class. I called ************** and was told 2 of 4 flights are business, 2 of 4 flights are economy selected by Hopper. I would like business class seats for all 6 flights including ************* as was purchased in April through the hopper app. Screenshots of my itinerary in the hopper app are attached. I sent these to Hopper and was told they will not make any correction. I simply want the 6 business lite flights that I selected and paid for.

  

  Business response

  11/19/2024

  I have thoroughly reviewed the concern, and upon checking, it appears that there was a confirmed booking of OYZQBZ with multiple airlines involved. Based on the history of the record, booking was made on 22Apr24 at 05:44:17. Upon creation, "Mixed Cabin" information was already shown during the booking process. I believe that all the details and information was provided for review by the passenger before proceeding with the payment. Booking was completed at 05:44:46. An email confirmation was sent 05:44:58 and the email was opened at 05:45:33. In the email confirmation that was sent, it was stated that ******** - ******** on CX 785 and ******** - ******** on CX 784 is confirmed in Economy class and the other flights are confirmed in Business. I understand that you have provided a screenshot; however, all details are shown on the email confirmation and were approved by the passenger. On the record, I can see that a passenger reached out to our support team on ******* regarding the insurance that they had purchased and was requested to cancel and refund. I cannot see any communication that the passenger reached out regarding the booking until 17Nov24. Checking the fare rules of the ticket, any cancellations beyond this period are subject to cancellation fees, which unfortunately limits our ability to make changes or issue a refund at this stage.

  Customer response

  11/20/2024

  I was told by ************** that Happer booked me on economy on day 1 (did not try to book Business lite on the 2 flights in questions)

  Was not declined due to "airline availability"

  1. Did Hopper attempt to secure a business class seat for me on all flight on day 1?

  2. If Business Light class was not available in April 2024, did they attempt to book me on alternatives above Economy? 

  Business Essential or Business Flex instead of Business Light 

  or Premium Economy Essential or Premium Economy Flex instead of Business Lite

  Why did Hopper book me immediately on economy in April?

  ****** ******

   

   

   

   

   

  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,

  ******

   

   

  

  Business response

  12/03/2024

  I have reviewed your case again and I confirm that concern is being escalated by our Legal team for further investigation. Please note that in my previous response, based on the history of your booking record, it states that from the start of your booking, "Mixed Cabin" information was already shown. This means that the fare offered on the Hopper app is combined with a business and economy ticket and this was also provided in the email confirmation that was sent after the purchase. Since the case is now handled by our legal team, we have to wait for the final result of the investigation.

• Initial Complaint

  11/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I prepaid for a rental vehicle that I did not receive. The rental car place (****) denied me and informed me to contact Hopper for a full refund. I contacted hopper, spoke to multiple people who would not assist me. I asked for a supervisor on multiple occasions. Multiple "customer service representative" informed me that there are no supervisor and that there is nothing they can do.

  

  Business response

  11/19/2024

  I have thoroughly reviewed your concern, and upon checking, it appears that you have a confirmed car rental booking US229698230 at *********** last 12Nov24. We sincerely apologize for the issue that you have encountered. I can see that my colleagues have sent email to our partner with regard to a refund however we have not received a response from them. Based on your record, the insurance was already canceled and refunded. In line with this, I have initiated to process the refund amount USD85.47 to the original form of payment used with the last four digit ending 9817. Kindly note refund may take 3-10 business days to appear back onto your statement, but oftentimes, it is much quicker. Some card issuing banks, such as debit cards, may take longer, up to two billing cycles (***** days). This timeline is set out by your bank, and we are unable to expedite it.

  Customer response

  11/19/2024

  [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

  11/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Nov 4th, 2024 I purchased a round way flight ticket through Hopper which consists of 4 Airlines-Norse, ******, ********* and **************, departing on 20th Dec and returning back to *** on Jan 16th. Norse cancelled their booking immediately and is refusing to re-book or answer my emails properly. I asked Hopper to re-book or issue me a refund so I can book again, however they are not resolving the issue and is making me go in circles. I cannot even amend the bookings since it was made by Hopper's Business account. It has been 10 days and Hopper is still not resolving the matter or giving me an update. Hopper is also accusing me of cancelling the flight which is again, not in my ability to do so. The company outsourced all of their customer support to *****, so their agents are very unprofessional, rude and unfriendly to help me. Furthermore, they are blaming me for choosing the low cost airlines, however it was on their app and they advertised themself as a cheap fare ticket agency, they are STILL offering Norse airline flights on their app (image attached below).Since my ************** flight is cancelled, I cannot board my other flights. Norse is also not helping me on this matter. After gathering all evidence and receipts, I can safely say that Hopper has scammed me of my money (USD *******) and have become a victim of scam and false advertising. I humbly request the concerned authorities to look into this case and help me reach a resolution in the form of a full refund so that I may never do business with this entity again. My debit card was used for this transaction, however Hopper made the payments separately to the listed airlines.

  

  Business response

  11/19/2024

  I have thoroughly reviewed your concern, and upon checking, it appears that you have a confirmed booking H-P2E7XWPZ5D with multiple flights. I understand that you have reached out to our support team regarding your first flight by booking Z-G21DPLEIF that was canceled for routing *** to FCO with Norse airline. We apologize for this inconvenience. I have reached out to Norse through chat and email. Based on their investigation, the booking was canceled 06Nov24 through the website. We do not have other way to verify the cancellation as it was done through Norse website. I have checked the email conversation, and you have mentioned that you did not call nor cancel the booking. In line with this, I have initiated to process the refund amount USD963.30 for the routing ***-FCO to the original form of payment used when you purchase the ticket. Kindly note refund may take 3-10 business days to appear back onto your statement, but oftentimes, it is much quicker. Some card issuing banks, such as debit cards, may take longer, up to two billing cycles (***** days). This timeline is set out by your bank, and we are unable to expedite it.

• Initial Complaint

  11/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction date: August 5 2024 Amount: ****** USD Hopper Booking confirmation ********** The vehicle booked and promised by Hopper: a gasoline-powered car "Renault Megane or similar" (see uploaded screenshot for evidence. There is no mention of electric car)Dispute: Failure to render the service i paid for and false advertisement When I arrived at the rental car company's location on August 6, 2024, they refused to provide the booked car or a similar gasoline vehicle. Instead, the only option offered was an electric car, which is obviously not what I reserved or what would qualify as similar to the Renault Megane. This discrepancy left me without a suitable vehicle and caused significant inconvenience. (For reference, i uploaded a screenshot of the car i booked which show no mentioning of electric car)I have contacted Hopper **************** multiple times, starting August 6 2024 and each time their associate made me wait a very long time and failed to provide support and refund needed.

  

  Business response

  11/13/2024

  I have thoroughly reviewed your concern, and upon checking, it appears that there was a confirmed car rental booking with Europcar at *********** with Pick up: 2024-08-06 09:00. We apologize for the experience that have encountered on the booking. Based on the record, confirmed Car type: Compact Car Renault Megane or Similar (Unlimited Mileage / Automatic Transmission). I have checked the Important Info and under Fuel Policy, it states: Same Charge-Same ChargeKeep it charged so you don't get charged. You will receive a vehicle with a certain level of battery charge from the supplier at pick-up. You will then be responsible for returning it with a similar level of charge as it had when you picked it up. Fuel charges are payable at the rental desk unless otherwise stated in the top section of rate details. I believe this information is provided before swiping the payment. We tried to reach out with our partner for a refund request; however, it was declined. Also, the customer filed a chargeback for the case. Therefore, we need to wait for the outcome as the chargeback has already been filed.

  Customer response

  11/13/2024

  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. 

  I do not accept the response from the business at this stage because based on the response it seems the business didn't read the original request about the service being denied at pick up but addressed something else completely irrelevant (ie. fuel level). I'd respectfully ask the business to actually review my complaint and actually address it properly. We have indeed filed chargeback with credit card but was not able to complete in time so never got our payment refunded. I would like to refund back on the basis of service not rendered by the business. We booked a gasoline car and such car was not provided by the business at the time of pick up which resulted in loss of both my money and time. It's your failure to provide the service you sell, plain and simple so please provide the refund asap.
  
  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,

  *** *******

   

   

  

  Business response

  11/20/2024

  We have reviewed the case again and based on the record, you have reached out to our support team on 06Aug at the day of your car rental pick up and you have informed us of the issue. Since the case was already overdue, as a one-time exception, I have initiated the process for the refund for your car rental booking. Please be advised that refunds typically take 3-10 business days to reflect back on your statement. However, in many cases, the process is expedited and completed sooner. It is important to note that certain card issuing banks, particularly those associated with debit cards, may experience 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 accelerate this process.

• Initial Complaint

  11/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have attempted to resolve this before, so now I'm going to pre arbitration.On 04/21/23, Ozeylah ***** purchased a flight ticket for me, LAX to ***, 05/04/23 2:30p departure. On the morning of 05/04/23, I used the Aeromexico app to check in, and it showed my boarding pass. I got to the airport early, used the ********** sponsored Delta computer to check in, it said I was too late to check in for the flight, and I needed to go to customer service. There was a long line at customer service, and my time to check in dwindled down tremendously. So much so that when I got to the associate they told me I was too late.I then was directed to contact Aeromexico by phone directly. ********** on the phone tells me I need to go through my 3rd party booking company (Hopper). I had to pay Hopper $25 just to talk to someone to get some VIP assistance, only to be given the run around. After going around in circles with multiple phone calls, back and forth in lines, and an extensive chat that cost me more money, I was told that I could not change my flight, could not get my money back, and there was nothing that could be done.I for one understand that there is something that can be done. I have been flying for decades and ALWAYS was able to book an alternative flight. This has been the WORST experience I have EVER had dealing with a booking company. Thing is, I know my rights, as reminded in the attachment. So, a refund for the flight ($380.39), as well as the $25 VIP fee, along with damages for pain and suffering is my remedy. See my attached invoice for details.

  

  Business response

  11/12/2024

  I have thoroughly reviewed your concern, and upon checking, it appears that you have a confirmed booking with **********. I have reviewed your record and I can see that the VIP fee of USD25 was already refunded on 17May23. Regarding your flight concern, since the booking was created last year, I have reached out with ********** to check the history of what happened in this case that resulted in passengers not taking the flight. As advised by the airline representative and based on their system, the booking was not confirmed due to system issues, and the funds were reversed back. Agents cannot provide any details since booking was already past dated, and limited information can be seen on their system. I would like to extend our apologies for the experience you have encountered on your booking. In line with this, I have initiated the process to refund the amount USD380.39 to the original form of payment used when the ticket was purchased. Kindly note refund may take 3-10 business days to appear back onto your statement, but oftentimes, it is much quicker. Some card issuing banks, such as debit cards, may take longer, up to two billing cycles (***** days). This timeline is set out by your bank, and we are unable to expedite it.

  Customer response

  11/13/2024

  [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

  11/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Nov 7th 2024, I processed a flight change through the Hopper app (GYSWCP). The app said it would be free and only charge the price difference, and in this case it was marking 7dls less of what I payed for the original ticket $387.14. I went ahead and processed the change thinking it would be free, but it turned out that I payed $379.92 MORE. I realized I made a mistake, I misunderstood the charge, so IMMEDIATELY called hopper VIP support, and they said they couldnt help me cancel or refund that change since it was already done by the airline. I called the airline and they said they cant do anything because it was done by a third party, in this case HOPPER and it takes 24hrs for them to receive anything. So I called hopper support back again and they said they cant do anything about it bc it was already done. I ended up changing my ticket back to my original ticket, without any refund of the accidental change charge. My request is for that change fee to be refunded since it was a mistake, unused, and tried to cancelled right away, all within the same hour. I understand there are policies but I basically payed for a ticket twice because of a misunderstanding. Also hopper help used to be more helpful and the people spoke an English I could easily understand. Ive been using this companys services for almost 10 years and seems like they are loosing their personal touch and quality of service.

  

  Business response

  11/08/2024

  I have thoroughly reviewed your concern, and upon checking, it appears that you have a confirmed booking with ************** from SAT to *** that was modified yesterday 07Nov.
  
  The booking was made on 30Oct and based on the flight history, you have modified the travel date from 12Nov to 09Nov on 07Nov. I've taken a look at the history of the booking, and the second ticket that was issued at 1502 EST to a higher fare as the original fare from the first flight is no longer available. Then you modified the booking again at 1603 EST back to the original date when you realized that you had paid more. Please be advised that according to the fare rules of your ticket, the booking is nonrefundable but changes are permitted, and any applicable fare and tax difference will be collected by the airline.
  
  I can see as well that you have reached out with our support team for assistance. I took the liberty to reach out to ************** directly for any possibility to void the two tickets that were issued yesterday. Regrettably, we are not allowed to do so since two tickets have been re-issued. I apologize as we can not process the refund at this time.
  
  I know that this may not be the best outcome you had hoped for, but please understand that we already exhausted all our efforts to resolve your concern. Please understand that we are 100% bound by their policy, and we can't process a refund without their approval. Again, we sincerely apologize for any confusion and inconvenience this may have caused.
  

  Customer response

  11/08/2024

  [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

  11/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Request for Compensation Due to Incorrect Reservation Information Dear Hopper Customer Support,I am writing to express my great dissatisfaction with a recent booking experience through Hopper. My group and I booked a 4-bedroom suite through your platform for 10/25-10/26. However, upon arrival at the hotel, we were informed by the front desk that the reservation details were incorrectit was actually for a regular 1-bedroom room. We were never notified in any way about the error in our reservation, despite the significant nature of this oversight.The front desk agent also advised us that the 1-bedroom room only had one bed and no pullout couch, making it unsuitable for our group size as it could only accommodate two people. Given the situation, we were left with no choice but to book an additional room to accommodate our entire group, causing us to incur unexpected expenses and pay double the amount we initially budgeted. Upon checkout, however, we discovered that the information given to us at check-in was inaccurate. The 1-bedroom room did have a pullout couch, which would have made the additional booking unnecessary and avoided the significant additional expense.We are disappointed with the misinformation provided at the time of check-in, which directly impacted our experience and finances. Given these circumstances, I am requesting a review of this case to explore any form of compensation for the inconvenience and additional costs incurred due to the incorrect information.I look forward to your prompt response to resolve this matter satisfactorily. Please feel free to contact me at [Your Phone Number] or [Your Email Address] for any further details or clarifications.Thank you for your attention to this issue.

  

  Business response

  11/05/2024

  We tried to review the case; however, we were unable to find the email address and name linked to the Hopper 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 our understanding and prompt attention to this request.

  Customer response

  11/05/2024

  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. 

  Please find attached original reservation details for 10/25-10/26 under 
  *** *********
  reservation number RMT597VJSB67
  amount: 489.20

  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,

  *******

   

   

  

  Business response

  11/12/2024

  We have re-investigated the case and we have reached out to user directly through direct email to offer Hopper voucher compensation. The offer was approved and credited to Hopper account. Again, we apologize for the inconvenience caused.

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Getting a refund

  

  Business response

  10/30/2024

  We would like to extend our apologies for any inconvenience caused that you have encountered. I have thoroughly reviewed your concern, and upon checking, it appears that you have a past dated confirmed reservation at ****************. Based on your record, you have reached out with our support team to request for a modification; however, due to the policy of your booking, modification and refund is not allowed. We also tried to reach out with our partner for the request; however, it was denied. Additionally, our team has sent an email regarding the recent chargeback and is currently awaiting response. Therefore, we need to wait for the outcome as the chargeback has already been filed.

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 2024 My friend and I decided to take a well deserved trip to ***********. We booked a room with 2 queens sizes beds, bathroom, living room area etc. Check in is from June 30, 2024 to July 6, 2024. Upon arrival the hotel was very outdated and was not as spectacular as the website made it seem. Check in was scheduled for 4pm. We got there a bit earlier and they allowed us to go to our room. In our room we were given a tiny room with only one bed. As stated earlier the hotel was outdated and nothing like advertisement. As soon as we saw the one bed hotel room we went to the front desk to proceed with a room change and if not refund. The hotel was unable to accommodate us as they stated since we booked through a third party ****** they was not much they can do as our payment is with the booking site. We called ****** to ask for the room upgrade to what was advertised they said no which is not fair due to us rightfully so expecting a double bed room. After they weren't able to give us a room change we decided to proceed with a refund. The hotel stated they do not posses our money as our money is with hopper and technically since we checked in prior to 4pm its as if we never checked in and will be able to receive a refund. The hotel is saying ****** has our money while hopper is saying the hotel has our money. This happened 4 months ago and nobody seems to be helping us. Nobody is on the same page and at the end of the day we did not stay in the hotel and. hopper is very unprofessional. We would like our refund of $934.78. Hopper is telling us to get proof in writing the hotel is approving the refund so hopper can give us our money. We are confused because Hopper said they don't have our money so how would they be able to issue a refund. Please help something is not right and this has been an issue since it happened. Thank you very much.

  

  Business response

  10/29/2024

  We would like to extend our apologies for any inconvenience caused that you have encountered. I have thoroughly reviewed your concern, and upon checking, it appears that you have a confirmed reservation at ****************** with confirmation GV87M97H7R75. Based on the confirmation, the room type confirmed was 1 Room Standard Room / 1x Double and this information was also included on the email that was sent after booking was confirmed. On our record, we did reach out with our partner; however, our refund request was denied since you have checked in and checked out. Regardless of the incomplete usage of the booking, they are unable to approve any refund as per their policies, as booking was considered utilized. Kindly note that once booking was confirmed, payment will then be processed to the property. We recommend directly reaching out to the hotel as they sometimes provide exceptions if they speak to the guest directly. Once you received the refund confirmation, please send us a screenshot copy for us to verify.

*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. ↩