Hotels.com Complaint - I've been robbed of my "rewards points"
I am equal parts surprised, amazed, confused, and disappointed here.
I travel frequently, and I've been using hotels.com consistently since April 2009. The entire reason I've been doing this is because of the offer whereby they give 1 free night anywhere (up to $400) for every 10 nights you book anywhere ($40 or more). It's a great deal and I've taken them up on it once...in fact, I had four free great nights somewhere after booking 44 nights beforehand.
Since that trip, I built up a whole bunch more points with other stays. Just out of curiousity, I inquired the other day, expecting my point balance to be somewhere around 15 total, with 5 more needed for two free nights somewhere.
I was floored when the person I spoke to told me they had never heard of me until that week, that I had never set up a welcome rewards account until that week, and that I had never previously used by personal e-mail or phone number to book. All of the above are not only untrue, but seem VERY easy to demonstrate, assuming the company keeps any sort of records of the rooms it books or the individuals' accounts.
I thought perhaps that one person was mistaken, so I called back. I have since spoken with SEVERAL hotels.com employees, none of whom are able to locate all my prior stays despite my ready willingness to provide all the ways I identified myself each time.
I am willing to stay open-minded and optimistic about this. It seems like something they could resolve. But if they're ultimately going to tell me I've never booked with them before, despite my credit card statements and the hotel's info, which tell a very different story, I will lose all faith in this company, and ensure that I spread the word as far and wide as possible.
The irony of all this is that until this incident, I've been very outspoken about what a great deal and great service hotels.com is.