BE CAREFUL WITH SOUTHWEST'S ROCKET TRAVEL
My original review is below. I've updated my stars to 3 from 1 and altered the title from "Avoid" to "Be Careful". After much back and forth, they did come through and I do have an actual reservation with the actual hotel. My advice: DO NOT BOOK NON REFUNDABLE ROOMS WITH TRAVEL ROCKET AND DO NOT JUST ASSUME YOUR ROOM WILL BE THERE. CALL TO CONFIRM IT WITH THE HOTEL WELL IN ADVANCE OF YOUR TRIP. If you do these things, you might get yourself a good deal. ORIGINAL REVIEW: Figured rocket travel was a quality company being associated with Southwest. Mistake. Good thing I checked if the hotel had my reservation. They didn't. Rocket said the hotel :wouldn't answer the phone when they called. Highly unlikely as they picked up quickly and repeatedly each time I called to see if my reservation had come through. Tonight, my reservation simply disappeared from the Southwest site with no explanation leaving me with no hotel. Know those points are tempting but AVOID
aj kleinman
False advertising.
False advertising.BEWARE OF SOUTHWEST HOTELS/ROCKET TRAVEL...I purchased a non-refundable hotel reservation through Southwest Hotels (run by Rocket Travel) in order to get my companion pass. It says that points will post within 5 days for nonrefundable bookings and my points for another nonrefundable booking already posted...When I contacted them about this issue... they said the points will post 1-2 weeks AFTER the reservation is completed, which totally derails my Companion Pass plan. This was their explanation:"Non-refundable reservations are not always Instant Accrual. Non-refundable reservations offer different perks to compensate for the a strict non-refundable policy. Some offer instant accrual, some lower prices compared to refundable reservations, and some offer both."There is NO way to find out whether the points "qualify for instant accrual" on the consumer end when searching for hotels.This is false advertising and I will be reporting them to DOT, CFPB, and adding reviews on all trust websites for this false advertising. I will not be using them to book any future travel. See the image below of what they advertise when you book a non-refundable booking.TL;DR: Southwest Hotels through Rocket Travel advertised that non-refundable hotel bookings points earned post in 5 days, but they are not honoring that, which derailed my companion pass plans. Buyer beware.
Jake Niemeyer
Fraud Alert!!!
I redeemed Swiss Miles & More mileage for car rental and was referred to Hotels & Cars by Rocket Travel as their agent. They carried out the transaction involving their own agent in Mexico (ACE Rental Cars, Cancún) who did not provide the service and turned out to be crooks, too. Thus, I not only spent my mileage for nothing, but also had my entire trip planning and stay ruined. Rocket Travel now refuses to compensate for the loss, distorting the truth. I strongly discourage everybody from using this agent!
CGV
I had no room booked when I arrived
Read reviews below! I wish I did! Do not book with this company unless you want to arrive at the hotel and discover that your confirmed, non-refundable reservation has been cancelled and you have no room.They later confirmed by email that I would be compensated with points/miles, but this never happened. When you file a complaint, you are sent in circles with what appear to be automated (AI-generated) emails, with no real resolution.I booked through the Miles & More link, which was supposed to give me extra miles. I received neither the room nor the miles. In the end, I had to book a new room directly with the hotel myself, wasting 1.5 hours at the reception after a long flight.
Consumer
This company is a scam or simpy clueless. Avoid at any cost.
This company is a scam.I can't believe Miles and More/Star Alliance wants to associated with them as they also tarnish their brand and reputation. I had booked and received a confirmation for a superior double room in a hotel but got a single room instead, as whoever works at Rockettravel made a mistake. I reported this immediately to Rockettravel and they promised to fix the problem. After months of exchanging messages with them asking for compensation all I would get was evasive replies and nobody would take any responsibility even though I had the proof that a mistake was made. I finally checked the Trustpilot and realised this is how they work with everyone. I only wished I had read the reviews before using them. Miles and More also refused to take any responsibility.Advice for everyone, don't use this company as they can't be trusted and will scam you. AVOID!
cliente
DO NOT BOOK WITH THEM
DO NOT BOOK WITH THEM! Not only their website is a pure joke, but I have no words for their customer service. They do not read what you write and they keep on sending the same emails each time. I had to open a claim with my credit card in order to get my money back. Do not waste your time, money and energy with them.
Greg
Rental car disaster
I rented a car through them. As my flight was delayed and I contacted them, it happened they didn't contact the local rental place and I ended up losing my car. So I had to pay for a new rental for 3x times the price in a last minute situation.Not only are they refusing to reimburse the additional costs but they don't evene acknowledge their error and reimburse the initial rental price.So right now I paid twice a rental totalling 1300 Euros instead of the initial 350EAnd don't get me started on how to access their support by phone or mail.As a miles&more partner this is very bad business
David Gerber
They steal money from me
They steal money from me. The hotel issued a refund to me and provided transaction evidence. Roket Travel only want to give me half of it.
Shuai Li
I booked a hotel in Copenhagen with…
I booked a hotel in Copenhagen with Miles and more Hotel and Cars and I received e-mail confirmation. When I reached the hotel reception discover that the Room reservation was canceled by the Agency.Likely they had a free room but I had to pay twice.Then the Agency sent a money and miles refund but I still know why the canceled the booking.....
signorelli elena
Hidden policies, zero accountability, and useless customer service.
I would not recommend this company to anyone.It used to be my go-to option for car rentals, but after my last experience I will never use them again.I had reserved a car through Hotel and Cars for my summer vacation. When I arrived at the airport, I was shocked to find an A4 paper taped to the Thrifty/Hertz door stating that in order to rent a car you needed a plane ticket. I live near the airport and have rented cars there before (through other companies) without any problem. This requirement was never disclosed during the reservation process.Still, I went inside, thinking it wouldn’t be an issue since I had a confirmed booking. The staff were completely inflexible and said it was “their policy.” They even admitted that this had happened with other customers, and told me to call Hotel and Cars to switch to another company.That’s when the nightmare with customer service began. I spent 50 minutes on hold only to be told they had to “check with IT” and would call me back in 30 minutes. The call never came. I called back three more times, only to hear scripted answers and even had one agent fake “bad connection” to hang up on me.Even the customer service team didn’t know about the plane ticket requirement. After hours of escalation, their final answer was that “the fine print” allows companies to request additional documentation. But a hidden clause that can completely invalidate your reservation is unacceptable.Because of this, I lost my reservation, wasted hours on the phone, and had to delay my trip by a full day. I ended up paying an outrageous last-minute price for another car just to avoid losing the rest of my accommodations.Summary: Hidden policies, zero accountability, and useless customer service. What happened to me goes beyond “extra documentation” – it was effectively a scam. I strongly advise anyone considering this company to stay away.
Letícia Berle
Paid double miles for second booking – no goodwill compensation
I booked a car via Miles & More – Hotels & Cars by RocketTravel for 48,600 miles (30/07/2025). On pick-up day, Hertz had no vehicle, even though RocketTravel was informed the day before.After hours on the phone (wrong contact number in the confirmation email, repeated contradictory instructions) and a refusal to process my complaint because of a technicality with my email address while I was on holiday, I had to rebook a second car on 01/08 for 92,200 miles.They refunded the first booking, but I still paid double the miles for the second car — with no goodwill gesture for the wasted time, stress, and unnecessary back-and-forth.This is not how a premium loyalty programme should treat its members.
Netty Thines
Don't touch their website
Don't touch their website, they steal the miles & more points and don't refund them and don't give you a booking. It happened to me in February, they took 99,000 points from my account, and this is despite the 12 emails I sent and four months later, nothing has been returned. Every email they answer, they are really sorry and it is being processed, so don't touch their website.
Meir Gitiat
Miles lost through failed booking with Hotels and Cars
I tried to book a car rental through "Hotels&Cars" using my Miles and More miles. The booking failed (it did not go through), but they subtracted 164 400 miles from my account. I have logged the issue about a month ago. They acknowledged the fault, and said it should take 7 to 14 days to resolve. I have now sent more than 10 follow-up emails, I have phoned them, I have tried everything. The only response I get is that they are terribly sorry and are working on the problem. It has now been more than 30 days since I logged the issue, and it is still not resolved. In my mind, they have now stolen my miles. I wanted to use my miles to rent a car, but now I cannot use it, it is gone! Please don't use "Hotels&Cars" to book a car rental using your miles and more points.
Bernard Muller
