Hotels.com - Lied to by Customer Service About Their Rewards Program
Through the past amount of time I had accumulated 8 out of the 10 nights to get the free night. I had received a couple of emails stating that if I didn't book the last 2 by a certain date I would lose the 8 reward points I already earned. Prior to booking a 3 night stay, I called Hotels.com customer service. I talked to a representative about the hotel I was about to book...it had a coupon for a discount. I SPECIFICALLY ASKED if this booking would satisfy the 2 needed points. I was told yes. I SPECIFICALLY ASKED if the use of the discount coupon would interfere or negate the 2 needed points. I was told NO, it would NOT interfere or negate them. That in fact 72 hours after checkout, I would see these points on my account.
Today, 8/11/13, I signed into my account. Lo and behold no 2 points added to my account. I called customer service and went through this info. I was bluntly told I WOULD NOT be getting the 2 points because I used the discount coupon. I then asked about losing the 8 points if I didn't book by the upcoming date. I was first told by (Alec) that I wouldn't be, but when I requested an email with his name on it he questioned why. I told him again about the other emails that said I in fact would lose them if I didn't book by then. He then changed his mind and refused to send me any email saying I would not lose them.
I would NOT have booked that particular hotel or at least NOT used the coupon had I been told the TRUTH prior to making the booking.