Hotels.com Didn’t Credit My Reward Nights Despite Logged-In Bookings
By logging into my Hotels.com account using my own email address and password, I booked several accommodations through the app for my trips to Prague, Rome, Venice, and Milan. Even though I made all of my reservations while logged into my member account, my reward nights appear to be missing in the system, and some of my stays are being recorded as if they were made as a “guest.”
In particular, for my stay at the 1 Colonna Suite del Corso hotel in Rome between November 20–22, under reservation number 72067087789141, which included two separate rooms, I should have received 4 reward nights. However, only 1 reward night was credited for this reservation. For my reservation at NH Venezia Santa Lucia between November 22–23 under reservation number 72067111137704, I did not receive the 2 reward nights I earned, and for my stay at The Unique Hotel between November 23–25 under reservation number 72067144764116, none of the reward nights I was entitled to were credited to my account. By November 25, I should have accumulated a total of 12 reward nights, but my account shows that these rewards are missing.
When I contacted Hotels.com about this issue, I was incorrectly told that these reservations were made as a “guest” and therefore were not eligible for reward nights. However, I completed all of these bookings by logging into my account each time, using my email address [email protected]
and my phone number ending in 0533771, and all of these reservations are still visible in my account. Despite this, it is unacceptable that some of my stays are not counted at all and that reservation number 7206**789141 was credited as only one reward night, even though it was for two adults, two nights, and two separate rooms.
In addition, this process has been unnecessarily delayed. The reward nights in question should have been credited to my account no later than November 27; otherwise, I would like to state that I am considering pursuing legal action.
Given that my reservation numbers and dates are clearly documented, I am requesting that all stays linked to my account be reviewed in detail, that all missing reward nights be correctly credited to my account, and that the inconvenience I have experienced be resolved urgently.
