Total ripoff Total ripoff! Do not book anything through this company. You'll save hundreds of dollars booking direct. Customer service is a joke, all they do is run you around in a circle. They overcharge your tax and pocket the difference. ILLEGAL!!!! 0 stars if possible. Hard to believe Southwest Airlines utilizes this scam travel company.

Problem Resolved Had an issue, which led me to post a negative review. However after dealing with Carlos, he took the time to listen to my situation and everything was made right. Carlos could not have been more helpful or kind and I hope this review finds it's way to management. Conversely, Margarit or Margarita, not sure exactly, still remains one of the rudest customer service reps I ever encountered in my life. Regardless, 5 stars thanks to Carlos.

This company is a disaster This company is a disaster. It is astonishing that American Airlines abandoned their mileage program to a company that speaks broken English and can not process a situation. Then when you need help, no one from American Airlines wants to be bothered with you. BE AWARE American Airlines does not value your points even for us folks that spend money via flying or partnered credit card to earn them.

i sent mail @custmer service. reply asap i sent mail @custmer service several times and text @facebook messenger. no one reply. no one cares. i’m wondering this site is working now? need to check mail (privacy or conceige mail) and reply asap. eventhough already finished communication with hotel, but rocketmiles not doing anything. OMG

Incompetant and Useless I have never used AA miles for a hotel before today. I have plenty of miles in my account to cover said hotel booking. Can not check out due to reasons unknown i either get an error message or it just takes me back to the checkout page. Rocketmiles Customer service is ZERO help with a scripted response on repeat to book my hotel directly with hotel or use another platform. WHY would i do that when i have enough hard earned miles to redeem finally!? AA tried to help but has no authority to book hotel. Call rocketmiles back ask for supervisor who gives same scripted response but now says 72 hours for reply but i need this hotel tomorrow. Unbelievable that AA uses this incompetant service to handle hotel bookings. Never again. The equivalent of a vending machine eating your money. Update - YES after customer service emailed me a vague request to validate my identity I complied and they sent back the exact same scripted email again requesting to validate my identity. I called customer service jumping through many hoops (including finding out after 2 hour long hold times finding out the "tech team" only works after 10AM chicago time) that they couldnt tell me specifically what information they needed to validate my identity and i should guess and send whatever i feel is proof of identity. Only after having to send a photo of my license and printed statement of my AAdvantage account (all my GUESS to send since nothing specifically listed and customer service couldnt tell me what was needed) did my account get cleared. It is easier to login to actual bank accounts after fraud than this. My original review still stands but yes in the end it was resolved after hours of pulling my hair out.