HopperReviews 3,445

LI booked a rental car through Hopper, expecting convenience and transparency, but my experience was unfortunately frustrating and unprofessional from the start. First, the rental was facilitated through Payless, and not only was the car unclean when I received it, but the staff showed zero accountability when I pointed it out. I tried to extend my rental, and despite reaching out proactively, they were unhelpful and dismissive, refusing to work with me in any way—even though I was willing to pay a reasonable fee. Instead of being offered a simple extension, I was told I'd be charged over $200 for being just six hours late, despite already having paid a deposit. I locked my card out of caution, knowing how inflated these post-rental charges can be. I also reached out to Hopper for support, and while they claimed they would follow up or advocate on my behalf, I felt like I was passed around without any real resolution. The platform takes zero responsibility for the vendors they work with, and there's no way to talk to a real person when things go wrong. I expected a modern, tech-savvy experience—what I got was poor communication, unclear policies, and a complete lack of customer care. ⸻ Bottom Line: If you're considering renting a car through Hopper—don't.
You're better off booking directly with a rental company you trust.
This experience left me stressed, overcharged, and feeling taken advantage of.

Do not use this app they have junk fees camo as taxes and fees which they don't know how much they taxed you or the fee amount. Junk fees are not explained and are illegal you have to disclose what you charged someone by law. I was charged more than actual hotel costs w no explanation of costs. Attempted to resolve 4 times w foreign agent who only knew a few words. Eventually I had to dispute a portion of charge via credit card when unable to get itemized bill. Why would I use an app to pay significantly more than hotel charges. They are accustomed to the customer drama because of their shady business. Don't hop—-Run and run fast away from Hopper!

I'd give it zero stars if it would let me. Twice now I have been screwed on bookings for beach stays by Hopper. Once in Myrtle beach (my "beach view" was a view of the abandoned pool next door) and now recently at PCB (where I paid for a Beach View and what Hopper reserved was ACROSS THE STREET, ON THE BOTTOM FLOOR, AND FACING THE BACKSIDE OF THE HOTEL I should have been in). The room is NOTHING like the pictures used by Hopper. Hopper did nothing to resolve my issue. Basically saying "Oops, oh well". I later found out that Hopper SPAM reserves multiple rooms in hopes of getting one, regardless of what you PAID for. Whichever reservations sticks is what you get. I was told that I made THREE reservations and cancelled two of them. WHAT. I have email proof from the Resort Parent Company. Terrible practice which left me in a room that was not at all what I reserved AFTER driving 10 hours to get there. After this, I will no longer be using hopper and STRONGLY URGE others to use HotelTonight.

Do not use hopper app to make any reservation. They use a random third party to do the reservation. Once you make your reservation under the scam of low price, that's it your money is lost. There can be no changes made to the reservation like a normal hotel reservation. Customer service is very hard to reach and has a wait time of over 60 mins at a time and offer no help. Hopper failed to make a simple modification to my reservation saying the hotel was denying it. Which was a pure lie. The third party didn't want to refund money for the two out of 4 nights I wanted to modify the reservation. Hopper kept telling me to cancel rebook knowing very well the hotel is sold out for those dates. Customer service uses email to get back to you but decides to close the issue after one response from them and then they never get notified about your response. The hotel in fact was very helpful with the reservation. Hopper is such a scam. Believe all the prior terrible reviews about their customer service. Save your time and money and don't book with Hopper.

Update: hopper refuses to help in spite of multiple calls with hold times of over 1 hr. They state the hotel recommends to late check in 2 days after the reservation date and not get a refund for 2 nights or cancel and rebook. The hotel clearly declined this and is even willing to overbook so I can cancel hopper's booking. Which hotel lets you check in 2 days later and not put it as no show and cancel whole reservation? The hopper agent/supervisor was so unprofessional and kept ignoring anything I said and was so eager to end the call and didn't care to resolve the issue. Julian was the supervisor imagine that and stated there's no one above him as if he's the CEO. Please don't get scammed and spread the word.

I booked/confirmed return air tickets on hopper.
The day of departure the airline advised the flight was standby and the date was incorrect and if I wanted to confirm I had to pay extra. I called hopper they had no clue and could not explain why I was on standby and would not offer any compensation. I continue to reject this unreasonable response by hopper. I suggest people use hopper as a search agent but book with other sites as hopper appears not up to date on flight changes.

I would give them 0 if i could! These guys are scams. We ended up paying $800 for luggage because of these idiots! We purchased 2 carry-ons and a check in luggage through their app and when we got at the airport they said that hopper had not sent them the information so we had to pay for our luggage again, both ways. When we called their customer service and stayed on the phone with them for 3 hours they only ended up refunding 43$ for 2 carry ons one way with them. They didn't take any responsibility for any of their mistakes. DO NOT EVER BOOK WITH THEM! Avoid at ALL COSTS!

This is the first time I've ever filed a complaint online, but, we had to cancel a Round Trip flight out Asheville due to Hurricane Helene. The airlines refunded the credits back to Hopper but we have yet to see them. We have talked to them, sent in the appropriate documentation from each airline and even disputed the charges with Citi. We still don't have a refund or credit for this transaction. My recommendation is to stay away from third party websites for travel.

1) They offer low prices but the further you go into booking the more things they add to the price

2) They don't tell you what travel documents you need. Ex: I had a connecting flight in India with no knowledge of needing a visa to do this. As a result, airline canceled my ticket resulting in missing 2 connecting flights. Hopper says it's not their responsibility to inform passengers of travel documents. Better Business Bureau however says it's the travel agent's responsibility to inform would be travelers of needed travel documents.

3) Their protection plans are narrow and favor their interpretation. Ex: I purchased premium disruption and trip protection plan. Hopper was not able to rebook my flight although the plan I purchased said they were supposed to help rebook and reimburse me the cost of a new flight. I had to book a flight on my own but Hopper would not reimburse me b/c they said it was my fault for not having the Indian Visa in hand which disrupted the entire return itinerary.

4) Customer service is poor - I must have spoken to at least 10 representatives about this matter. Only 2 were nice. Nevertheless, nobody could help. The response I got was to check back later which was why I spoke to so many people. Also a couple of calls were dropped.

In short, not only did they not rebook me; they also did not reimburse me the cost of 2 missed connections or the purchase of new airfare for my return home. I missed work; had to pay for 2 added nights at hotel as well as parking for my car back home. I could add more pictures but don't want to risk sharing personal information beyond what I've shared so far.

My wife and I were recently visiting Vancouver from Denver, CO and needed to change our reservation from an AirBNB we had booked. We called Hopper 9/26/24 3:45 pm to get a motel nearby and told it would be a half hour away so we booked. We are both in our 70s and not senile, but also not aware that they had a "non refund" policy. After we booked a reservation for $128 we turned on our GPS to go to the motel and discovered it was actually 1 1/2 hours away from our location, NOT a half hour away. This was too far to drive at 4pm as we needed a place closer. We called them back within 10 minutes to cancel and was told we could cancel but they were keeping our money as they have a "no refund" policy. We were quite irate and spent 25 minutes waiting on hold several times to have the clerk repeat that "there is nothing we can do. We have a no refund policy." What a total ripoff. Before you book a reservation with this bogus outfit, be forewarned it is a scam. They only want your money, without necessarily providing any service whatsoever. There ought to be a law against them operating like this in my opinion. We drove back to Bellingham, WA that night and got good service at a reputable motel in the USA. We will never go to Canada again.

I will be totally honest and I'm not the type that writes many reviews! I've been a customer for some time now with Hopper and I utilized the customer service 2 times, both times left unsatisfied and I felt like they were like "Oh Well." I said to myself the first time that I wouldn't use this service again and then I said, "let me try them out one more time." This time I paid for a rental and I didn't realize that I had to pay the deposit with a credit card upon arrival, that part was my fault although I've always paid for rentals with my debit, so I didn't recognize the fine print. I have a handicap, customer service didn't do much to accommodate me, didn't ask me any questions that would help to accommodate, and now I'm just out of $140. If you decide to use this service, I hope you don't have to use customer service, with my experience I would make sure that I wouldn't have to utilize their customer service department.

Beware of this! They will book you on the most inconvenient flight there is. Three connections and over a two hour layover was not acceptable for me. I bought the protection for $113 and it didn't protect anything. They gave me a credit for Hopper I do not want a Hopper credit. I will never use them again!

DO NOT USE! I purchased tickets for $665 and as I was paying, it told me there was an error, I received my itinerary via airline to my email and then later got a confirmation that my flights were cancelled. When I called the airline asking why my flights were cancelled, they told me it was done via the website. Mind you they took my money, but had not refunded it so I was not able to re-book my flights! When I spoke with Hopper they told me they never took the money out to begin with because the purchase never went through, but it most certainly had! I now currently have all this money in limbo and no flights! DO NOT USE HOPPER!

**Title:** Unacceptable Service, Unlawful Practices, and Unresolved Issues

**Review:**

I have had an incredibly frustrating and distressing experience with Hopper. On 19th August 2024, I attempted to book a stay at the Coldra Court Hotel by Celtic Manor through their platform. During the booking process, I encountered a "Server trouble" message, which led me to retry the booking. Despite this technical fault, Hopper charged me twice for what was supposed to be a single booking.

When I contacted customer service, they wrongly insisted that I had made two separate bookings, despite my clear explanation and evidence that the duplicate charge resulted from their system error. This repeated implication that I was at fault was not only incorrect but also deeply stressful.

Hopper assured me that they had contacted the hotel to cancel the duplicate booking and that I would receive a follow-up call, which never happened. When I reached out to the hotel directly, they confirmed that no cancellation request had been received from Hopper or the third-party provider they used (Expedia).

Hopper has unlawfully withheld my funds while waiting for a refund from the hotel, despite the issue being entirely their fault. Their failure to address this promptly breaches the Consumer Rights Act 2015, which mandates that services be provided with reasonable care and skill. They have also been unjustly enriched by retaining my duplicate payment without promptly refunding it.

I have now demanded a full refund and compensation for the stress, interest charges, and costs incurred due to their poor handling of this situation. If this matter is not resolved within 14 days, I will escalate it to the Financial Ombudsman Service and pursue legal action.

Overall, this experience has been highly disappointing. I would strongly advise others to be cautious when using Hopper's services, as their handling of issues like this is far from satisfactory and raises serious concerns about their business practices.

Awful service. Paid for disruption insurance and after being on hold with them for over an hour they stated they were unable to pay because the distruption was caused by the airline. After pulling up their policy and emailing it to the manager, she said there was nothing she could do. I asked to speak to her supervisor and she stated, "there is no one above me." I will never use Hopper again.

I have never been so disgusted with an app. These people are just a bunch of crooks. DON'T USE, you're wasting your money. Lousy service!

What a pathetic company, trained to screw people over and sit on the phone with people who can't even explain. They have screwed me over all week where i have spent my entire vacation on the phone. Every-time i sit on the phone for hours i was assured the issue would be fixed and then it never was. After days and days they "changed their mind" after screwing me over. After i sent out all the referrals and gained all the "free" rooms, they locked me out of the account for doing what was told. Then took the money back. Again, i spent hours on the phone where i was promised things that never came and later took back. This is unreal. What a money sucking, uneducated customer service, piece of garbage company. Do not use them. 10/10 DO NOT RECOMMEND

Paid additional fees to select seats and all of my travelling party were separated into seperate unselected seats ( 3 were children under 12)
Sat on hold for over 2 hours on an international call to receive no reimbursement or refund.
Out of pocket hundreds of dollars. Do not use hopper booking platform.

Hopper did not comply with the contract I made with them and I will never use them again. Very disappointed and feeling ripped off

I booked a flight through Hopper. Which included the price of the flight and charges for seating. Booked through them because it was cheaper than booking directly through the airline. Immediately after booking, I got an email from the airline stating I hadn't paid for seating. Contacted Hopper only for them to tell me my seating wasn't approved by the airline and that they would have to refund me for the seating. They also stated I would now have to pay for seating through the airline. So now by me paying Hooper for the flight and the airline for seating, I'm actually paying more than I would have paid if I just would have booked directly through the airline from the beginning. I will never trust Hopper again nor will I refer anyone to Hopper.

I purchased two tickets with the option of choosing my seats. For some reason it didn't let me, it said I had to choose my seats after I checked out. I proceeded to check out and then realized I couldn't choose my seats. When I call they tell me it has to be directly with the airline. I call the airline, now they are trying to charge me $60 per seat after I paid extra to choose my seats on hopper. I've been on the phone for over 2 hours with hoppers customer service. Two $#*!ing Habibis that can't $#*!ing help you. I asked to speak to a supervisor and the lady keeps saying "give me 3-5 minutes to transfer you over to a supervisor" 12 minutes later she repeats herself 4 $#*!ing times. Two hours later and still no supervisor on the phone.