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FREQUENTLY ASKED QUESTIONS


MODIFYING YOUR RESERVATION

Learn about cancelling and changing your reservations.


REWARDS

Learn who earns rewards and when.


YOUR ACCOUNT

Learn how to change account details.


TECHNICAL DIFFICULTIES

Learn about what to do if something unplanned happens.


CHECK-IN PROCESS

Learn what you need to check-in.


BOOKING.COM OFFERS

Learn about our partners offers.


PROMOTIONS

Learn how special offers work.


CHARGES AND RECEIPTS

Learn about what to expect after making a booking.


HOTELS, ROOMS, AND RESERVATION INFORMATION

Learn general answers about room types, reservations inclusions, and the hotel.


MODIFYING A RESERVATION


HOW DO I CANCEL A RESERVATION?

You can manage your reservations by logging in to your account and viewing them
using the menu, or by using the link in your original confirmation email.

Refundable pre-paid reservations can be canceled and refunded immediately. If
you need to cancel a non-refundable booking, you can also click on 'Cancel' to
see how we may be able to help you. Some non-refundable reservations will not
allow any changes or cancellations.


HOW DO I CHANGE THE DATES ON A RESERVATION?

If your reservation is still refundable, simply make a new booking for your
desired dates, and then cancel the original reservation before the cancellation
deadline. For non-refundable reservations, we'll need to contact the hotel on
your behalf. Please contact us with the confirmation number and your new travel
dates. Changes are not guaranteed.


HOW DO I CHANGE THE NAME ON A RESERVATION?

If the primary guest will not be using the reservation, please cancel and make a
new reservation. If another guest will be arriving before the primary guest,
please contact us and we will ask if the hotel can add a second guest name.


HOW DO I ADD NIGHTS TO A RESERVATION?

If your reservation is still refundable, simply make a new booking for your new
dates, and then cancel the original reservation before the cancellation
deadline. For non-refundable reservations, please search and book the additional
nights in a separate reservation, using the same primary guest name. To avoid
needing to change rooms mid-stay, be sure to book the same room category, and
notify the front desk when checking in that you have back-to-back reservations.


REWARDS


WHEN WILL I RECEIVE THE REWARDS?

Rewards typically post within 2 weeks after your stay is completed. If booked
through our partner, Booking.com, the rewards typically post within 6 – 8 weeks.
Depending on your reward program, rewards may appear on your statement according
to the date you made the reservation, the date you stayed, or the date they
actually were deposited to you. You can track the status of any of your rewards
by logging in to your Rocketmiles account.


WHO CAN EARN THE REWARDS?

Anyone can earn rewards for your reservation. When making the reservation,
please enter the correct name and reward account number where you would like the
rewards to be sent. Rewards are typically posted within 2 weeks of a completed
check-out. Rewards earned can vary across partners.


AMERICAN AIRLINES AADVANTAGE® MEMBERS

 * Rewards typically post within 2 weeks after your stay is completed with the
   transaction date reflecting your check-in date. If booked through our
   partner, Booking.com, the rewards typically post within 6 – 8 weeks after
   your stay is completed.
 * Starting in 2022, AAdvantage® base miles earned through hotels reservations
   made on rocketmiles.com will count toward Loyalty Points and AAdvantage®
   status (members will earn 1 Loyalty Point for every AAdvantage® base mile
   earned.) AAdvantage® bonus miles (such as bonus for first-time or repeat
   users) do not count towards Loyalty Points, AAdvantage® status, or
   AAdvantage® Million Miler(SM) status. Contact the AAdvantage® team for
   additional questions related to the AAdvantage® Loyalty Program.


MY ACCOUNT


HOW DO I CHANGE MY ACCOUNT DETAILS?

When logged in, you will be able to view the profile in your account. From
there, you can update details such as your name, phone number, and password. You
can also add reward accounts, or delete reward accounts and credit cards. If
there's something you're not able to do there, just let us know.


HOW DO I ADD OR DELETE A CREDIT CARD?

You can add a new card when making your next purchase. To delete a credit card,
log in and visit the credit card section of your account page where you will
have the option. Please note that once a reservation is made, we are unable to
change the credit card on that reservation.


HOW DO I UPDATE MY DEFAULT REWARD PROGRAM?

 1. Log into your profile.
 2. Navigate to https://www.rocketmiles.com/account/rewards.
 3. Scroll down to “Accounts”.
 4. Next to your desired default reward program, click “set as default”.


TECHNICAL DIFFICULTIES


WAS MY BOOKING SUCCESSFUL?

A successful reservation will show a confirmation page with a code that
identifies your reservation. You can find all your reservations by logging in
and viewing them in your account. You will also receive a confirmation email
soon after making a successful reservation. If you are unsure if your booking
attempt was successful, please check these places including your spam inbox
before attempting again.


WHY AM I GETTING AN ERROR WHEN TRYING TO MAKE A RESERVATION?

If you get an error on payment asking you to contact your bank or use a
different card, it is because we are receiving an error that the card issuer is
not allowing the transaction. This could be due to invalid card details, limits
being exceeded, bank technical difficulties, or other limitations imposed by the
credit card company. We unfortunately don't receive specific reasons, and can
only advise you to contact the issuer for more details. If you get an error that
a hotel is no longer available, we apologize that we were unable to confirm the
inventory for you. Please select a different room type, a similar hotel, or try
again later as inventory may become available.


CHECK-IN PROCESS


WHAT DO I NEED TO CHECK-IN TO THE PROPERTY?

To check-in, you only need to provide the name of the primary guest along with a
valid photo ID and a credit card for incidentals. If your travel is delayed, and
your arrival at the hotel will be after 10pm or even the next day, please call
the hotel directly as soon as possible to avoid losing your reservation. The day
before check-in, you will receive a reminder email from us with the reservation
details, the hotel confirmation number, the receipt, and other information. It
is sometimes helpful to remind the front desk that your reservation was
pre-paid, to avoid any errors. If you encounter any issues, just give us a call.


BOOKING.COM OFFERS


WHY DO YOU SHOW BOOKING.COM OFFERS?

We also offer hotels through our sister company, Booking.com, to provide you
with a broader selection of properties. If you choose a Booking.com offer, you
will receive a confirmation email from them and manage your reservation through
them. We will manage your rewards, which will be sent within 6 – 8 weeks of
completing the stay.


PROMOTIONS


HOW DO I TAKE ADVANTAGE OF A PROMOTION I RECEIVED?

If you received a Rocketmiles promotion from one of our partners or us, simply
follow the link to a special promotional page where you can start your hotel
search. Note that promotions may have expiration dates or other terms and
conditions for eligibility. The promotional bonus will only apply to your
reservation if made through the link.


QUESTIONS ABOUT CHARGES AND RECEIPT


HOW DO I GET A RECEIPT?

On prepaid reservations, your receipt will be attached to your confirmation
email and is also available anytime when viewing your reservations in your
online account. If you selected an offer to "pay later", we will send the
receipt separately once the charge is made. You will not be charged at the
hotel, nor will you receive a receipt at the hotel. When you check-in, it can be
helpful to remind the front desk agent that your reservation has been paid for.
One exception to this is for reservations made through our sister company
Booking.com. Most reservations made through Booking.com are paid locally at the
hotel, and charged by the hotel.


I DON'T UNDERSTAND A CHARGE ON MY CREDIT CARD.

Rocketmiles hotel offers are pre-paid, unless otherwise stated, meaning you will
be charged at the time of booking rather than by the hotel. Charges will appear
as RTI*Rocket Travel (hotel name) on your statements. If you unsuccessfully
attempt to make a reservation, you might see an authorization on your credit
card statement. This is not a charge and typically disappears in a day or two.


QUESTIONS ABOUT MY HOTEL, ROOM TYPE OR RESERVATION


IS BREAKFAST INCLUDED?

When breakfast is included, it will appear on our site where you selected your
room, on the payment page, and in the details on your confirmation email. If you
do not see the word "breakfast" in these places, it is likely not included
unless the hotel itself includes breakfast for all guests. Breakfast may be
available for purchase at your hotel also.


WHAT TYPE OF ROOM WILL I GET?

The description of your room and its inclusions (e.g. breakfast) appear in your
reservation details. Some offers will be standard rooms where the specific room
type is only assigned at check-in. When checking in, hotels are often able to
accommodate specific bedding arrangements if they are available.


I HAVE A QUESTION ABOUT THE HOTEL.

For specific questions about hotel amenities, location, or services such as
shuttles or parking, it is best to contact the hotel directly. You can find the
hotel's phone number on your confirmation email.


IF YOU STILL NEED ASSISTANCE, PLEASE CONTACT US.

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Contact a Rocketmiles concierge by email: concierge@rocketmiles.com or
phone:1-855-355-7625 (US), (+1) 773-257-7680 (International).
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