I’ve unfortunately had to add another negative experience with Hopper, similar to many others.
We booked our hotel in Phuket, Thailand through Hopper (via CBA), assuming it would be reliable given its association with the Commonwealth Bank. However, upon arriving at Duangjitt Resort & Spa, we were informed that our booking had been cancelled.
We then spent nearly two hours in the hotel lobby dealing with Hopper customer service via chat and phone calls. They were unable to resolve the issue on the spot and claimed it was due to an internal system error. With no alternative and needing a place to stay, I was instructed to pay the hotel directly, which I had no choice but to do.
It wasn’t until midday the following day—after I chased them again—that they finally acknowledged the booking and contacted the hotel to confirm it.
This is the last thing anyone wants to deal with during a holiday—spending hours sorting out booking issues, dealing with frustration, and facing unnecessary embarrassment. The Hopper team showed little sense of urgency or care for customer service and overall satisfaction.
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