Hotels.com Ignored My Issue and Didn’t Add My Points Despite Valid Reservation

I’ve been a loyal Hotels.com customer for a long time and never had any major issues—until now. During my most recent stay, I encountered a problem that required me to contact customer service. That’s when everything started going downhill.

I couldn’t reach a real person. I sent an email explaining the issue and received an automatic response saying someone would get back to me. It’s been over 10 days, and I’ve heard nothing. They even claimed that my reservation doesn’t exist, which is ridiculous. I sent a screenshot from the app showing the booking and my missing rewards points—but still no reply.

Not crediting the points is one thing, but completely ignoring a customer is unacceptable. This experience has left me questioning the reliability of a platform I used to trust.