United Airlines Complaint - Arrived in Boston without a hotel
I used my miles to book a hotel in Boston for my 70+ year-old mother-in-law and 14 year old son. They were going to arrive a day late in Boston, so I notified Mileage Plus more than 24 hours in advance. They told me they would notify the hotel, Courtyard Marriott Downtown. The day of their delayed arrival (scheduled for 6PM) I got an email from United telling me that the hotel had cancelled the reservation rather than holding it.
According to the hotel manager, they were never notified by Mileage Plus to hold the hotel, so they followed their process, which is to release the room at 6AM on the morning following the no-show.
Mileage Plus did nothing to help me find a new hotel and basically washed their hands of it. I documented and sent them a formal complaint asking for restitution of the extra charges I incurred to find a new hotel, but I haven't heard any response. According to the United Customer Commitment, they will respond to written complaints within 30 days. By the way, my booking number is 579872 in case anyone from United reads this.