ComplaintsforRocketstay

• Initial Complaint

  02/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My son ********************* (cell # ************) rented for four months at this apartment building in *************************. Amenities and Services offered at ********************** (**************************). He communicated with ****** and ***** about the rental *************. He was forced to put down $2300 as the security deposit through Zelle in July 2023 to South Banks *******. I have the bank statements to prove that the deposit was sent. His rental began on August 13, 2023 and he checked out on Dec. 10, 2023 and has not received his deposit back yet.On Dec. 13, he told them he was checked out and asked about the security deposit.Their response was "Kindly send us your Zelle account so we can forward it to our accounting team". He sent the ** code for the Zelle. The same day, they said, we need the email address of the Zelle account. He sent it. No money was sent. This is a very strange request because the rent is sent through my Zelle account each month.On 12/28/23, 1/4/24, 1/11/24, 1/22/24, I repeatedly requested the money back with no response from them.On 2/7/24 and 2/13/24, I called the office and recorded the conversation where I was told the same message that my information has been forwarded to the *********** account team. I email the ********************************* the ******************************* and the ********************************** and only got this one message back. Hello ******* and ****, I hope you are well and safe. We definitely understand how upsetting it must have been for you due to this situation however, please know we are actively following up with our accounting team regarding your case. For further assistance, please contact ******************************** and they will respond to you in a timely manner. Thank you.I then sent a message to hello@rocketstay, repeating my complaint. I have not heard anything as of 2/21/24 at 3 PM.

  

  Business response

  02/25/2024

  Hi *******,
  
  Thank you for reaching out to us at the Better Business Bureau! We sincerely apologize for the inconvenience caused by the delay in processing your security deposit refund. We fully recognize the importance of this refund to you, and it is our priority to ensure that all our guests have a seamless experience during their stay and even afterward. 
  
  As discussed during our phone conversation, we have identified that the issue with the refund stems from an unsuccessful transaction through the payment gateway used for Zelle refunds. While we are still investigating the cause of this issue, we acted promptly upon discovering it, reaching out to you immediately upon receiving your message here. We appreciate your patience and cooperation as we strive to resolve this matter.
  
  I want to express my gratitude for your time in speaking with us over the phone, and I am pleased to hear that you have received your security deposit in full. We acknowledge any oversight on our part and view this as an opportunity to enhance our processes to ensure the timely completion of all monetary transactions.
  
  Once again, thank you for your understanding, and please do not hesitate to reach out if you have any further questions or concerns. You may contact us via email at ******************************** and via phone at ****************. 
  
  You will always have a home here in Miami & Fort Lauderdale, *******.
  
  Warm regards,
  *****

  Customer response

  02/26/2024

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

• Initial Complaint

  09/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Jan 18, 2023 I booked 2 rooms, 1 night through Hotels.com for Broadway Suites Downtown by RocketStay for August *****, 2023. I was charged immediately for a total of $463.30 for both rooms. One week before our trip I sent a chat with Hotels.com to check in for the room (the check in instructions did not include how to get ahold of the property for check in). I was given ******************************** as the contact for check in for this reservation. I sent an email to ******************************** on Thursday, August 17, 2023 then followed up on Friday, August 18, 2023, and again on Sunday, August 20, 2023. I did not receive any response from Rocketstay. On Monday, August 21, 2023 I sent a chat to Hotels.com to see if they could get any response which they could not. During the chat I decided that it would be best for me to reserve a different hotel so that we would be guaranteed a place to stay for the night, there was 9 of us that were staying in the two rooms that were reserved and our flight got in around 9 pm and I did not want us being without a place to stay. I asked Hotels.com to see if they could get a refund since August 17th was the latest I could have cancelled to get a refund. The only reason that I cancelled the reservation was because they were non responsive and that I needed a place for me and 8 other people to stay. Hotels.com tried to contact them without success and stated that they had 72 hours to respond, at that point we would have already been in ***** and needed a place to stay. I received an email from Hotels.com on August 22, 2023 stating that they still had not heard from Rocketstay on the refund. I received a second email from Hotels.com stating they were unable to obtain approval after multiple tries. I feel that I have made every effort to get a hold of this property and because they did not respond, I was unable to stay at the accommodation that I had paid for. This was beyond my control and I feel I should be refunded the entire amount paid.

  

  Business response

  09/08/2023

  Hi *****, good day!

  This is ****, **************** Manager from *************** Downtown by RocketStay. Thank you for reaching out to us here in Better Business Bureau and we are deeply sorry for the inconvenience this booking has caused you. This is not the experience we want any of our guests to have and we'll make sure to have this investigated well and resolved as quick as we could.

  Before anything else, please allow me to explain further the reservation you made through Hotels.com. Your Hotels.com booking is actually showing as an Expedia booking on our point-of-view since Hotels.com is a vendor of Expedia. In this case, Expedia is the vendee of *************** Downtown by RocketStay. We have been trying to reach out to you through Expedia to complete your pre-check-in requirement including your security deposit however, we have not heard anything back. Our last resort was to call Expedia and requested for them to contact you but according to Expedia, they were unable to contact you as well at that time. For more information, you may try to reach out to Hotels.com for them to explain their reservation system better.

  Anyhow, we also understand that you reached out to us via email and we are deeply sorry we have not seen your email that's why we were unable to respond. We have yet to check deeper as to why we have not received your email despite you sending it to the correct address of ********************************.

  As a resolution to your case, we will be approving the full refund for your 2 bookings. We will reach out to Expedia directly for them to process your refund. Since the booking was made from Expedia and the payment was made through Expedia, they will be the ones who will issue your refund. You may also contact Hotels.com to let them know about the refund and for them to communicate with Expedia as well about it. 

  We will also give you an update via email once Expedia responds to our refund request. By the way, should we contact you through *********************?

  Please don't hesitate to contact us via email at ******************************** or via phone at **************** if you have any further questions or concerns.

  Thank you for your patience and understanding as we resolve this matter.

   

  Best,

  ****

  **************** Manager - **********************

  Customer response

  09/13/2023

   
  Complaint: 20573836
  
  I am rejecting this response because:

  I was told by **** at rocketstay that I could get a full refund but I had to contact hotels.com for the refund. I just received a response from hotels.com stating they cannot process the refund even though I attached documents stating they would ***** the refund. Now Im getting the runaround and I need this to be resolved ASAP. 
  
  Sincerely,
  
  ***************************

  

  Business response

  09/13/2023

  Dear ***** ,

  I hope this message finds you well. I wanted to reach out to you regarding  our phone conversation today ****. Firstly, I want to express our sincere apologies for any inconvenience or frustration you may have experienced.
  

  I'm pleased to inform you that your refund request has been successfully processed, and the funds have been credited back to your account by hotels.com. ( I have attached back up)

  Please allow a few business days for the transaction to appear on your statement. We take customer concerns seriously and are committed to ensuring a positive experience for our guests.

  We appreciate your patience and understanding throughout this process, and we sincerely hope that this resolution has addressed your concerns satisfactorily. Your feedback is valuable to us as it helps us improve our services and prevent similar issues in the future.
  If you have any further questions or need assistance with anything else, please do not hesitate to reach out to our customer support team. We are here to assist you and ensure your future interactions with us are seamless and enjoyable.
  

  Thank you,

   

  **********;

  Customer response

  09/14/2023

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

• Initial Complaint

  03/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a stay in one of their ***** locations with my credit card. When I arrived the location was unsafe, the window dressings were falling off, the couch was taped together, and there was no terrace or pool as stated when I booked the stay. I called to complain (I was not able to stay at the air bnb because it was not safe) and **** assured me he would refund half of my stay including the cleaning fee. I never received a refund and he is denying my request through my credit card. On top of it all, he had the audacity to email me asking me to rate them 5 stars in exchange for a free two night stay which is illegal.

  

  Business response

  03/26/2023

  Dear **************,

  I am writing you this message in response to your BBB complaint.  First and foremost,  my apologies.  Rocketstay hosts tens of thousands of guests every year, but it seems from your complaint we failed you.  This is not the way we do business and not the way we expect our guests to be treated.   We are a locally owned and operated family hospitality company, and ensuring our guests are given the best service is one of our top priorities. 

  Regarding your refund, I have verified that ***** processed it the day he spoke with you.  It is important that you understand that the merchant of record is Expedia.com. You paid them, and they paid Rocketstay.  If you have yet to see your 100% full refund by now, I suggest you contact them to understand the timeline for receiving your refund.  I have again asked one of our team members to follow up with Expedia.com to ensure they have released your funds.  Should you wish, I would be happy to call them with you on the line to help resolve this matter if needed.  

  I would also like to offer you a two-night complementray  stay so that you can enjoy one of our properties in the future.
  
  
  Warm Regards,
  
  
  **********;

• Initial Complaint

  09/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I reserved a one night stay at "*********************** by RocketStay" through Hotels.com for September 3rd-4th. Upon paying for the room I received an email from RocketStay which provided a link to register prior to my arrival since there is no front lobby and they use a virtual check-in. I filled out the form (which included a picture of the front and back of my credit card, my id, and my face) and proceeded to drive to the property around 2:30 pm. On the drive there, a representative of the company reached out to me stating they were having issues charging my card for incidentals and wanted to confirm that the card I submitted on the form is valid, which I confirmed. She then stated that everything was okay, to proceed to the property, and that I will be receiving an email which will have the access code to get into the room. Upon arrival I still had not received an email and I contacted Hotels.com, who in turn called RocketStay. They said they were unable to process the card and to re-submit the registration form again, which I did. I then called RocketStay to ask about the next steps since I was already at the property, they said that my reservation had been cancelled since that morning. I called Hotels.com and they said it was not canceled and I called RocketStay again. She continued to say they canceled my reservation and let Hotels.com know. She also said that they are out of rooms and there's nothing they can do. I didn't receive any email from RocketStay, nor Hotels.com, stating my reservation was canceled and wasted the long drive to the property with my kids after someone from RocketStay literally advised me to proceed to the property. It was extremely stressful and inconsiderate, especially since I called my bank and they said there was never any attempt to process a charge on my card and that if they declined a charge they would alert me right away.

  

  Business response

  09/06/2022

  I am sorry to hear that you were unable to stay. I'm looking over the notes.  I found the following  Unfortunately, the card you submitted for a deposit failed to authorize. Since we were not able to gain authorization, we were unable to accommodate you and your family. I also can verify that we spoke to Expedia.com and authorized a full refund on the date you were to check-in. If this refund has not yet been issued, we can contact Expedia.com on your behalf and make sure this is done. Once again, since we could not authorize your card for a deposit and you did not stay, we have approved a 100% refund. Since this happened over a holiday weekend, it might just take a few more days to see the refund from Expedia.com. I have asked our manager to call Expedia once again.com to ensure they are refunding you 100%. You can also contact Expia.com to confirm this information, or we would be happy to host a three-way call between our company, you and them.
  
  
  In addition, if you choose to stay with us again in the future, we would like to give you a one-night free stay voucher for the trouble you incurred.  It is the least we can do to make up for the situation.   We can be reached at ******************************** or ************

   

  Customer response

  09/09/2022

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

*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. ↩