Hi, I am looking for any help with a resolution. My daughter is graduating high school and I have been saving up my rewards to cash in all at once. Not counting the pending nights, I have 87 welcome rewards.
In February, we were driving to California and I tried to log into my account and noticed I couldn't get in. Finally called hotels.com and they said my email had been changed. It was an email that was NOT mine, so they said, no worries your booking is fine, we will fix it. I did stay at the hotel without any issues. On my drive home, I called again and they said they would fix my email issue. I have called other times, but these are the ones I documented. 2/21, 2/25, 3/8 and finally on 3/14 I called and spoke to an agent casey that advised me to open a new account with a new email and then they would merge the two accounts. I did that while on the phone with her. She told me they would merge the accounts within 72 hours and I would have access to my rewards.
Called 3/25 spoke with Paul who transferred me to manager Basti. Said he sees the 3/14 documentation but it was never processed. assures me in 72 hours, it will be dealt with and complete.
3/25 call for 26 minutes, he called welcome rewards back office, says manually verifying each night and since there are 87 nights, it takes awhile, but rest assured, nights will not be lost.
Old account #[protected] [protected]@cox.net
new account #[protected] [protected]@gmail.com
4/4 spoke to Rose she said it all looks good, just taking awhile due to number of nights.
4/17 spoke to greg on gold team. Confirmed 87 nights to transfer, give it 72 hours
4/29 Angelo said its all documented and taken care of, give 72 hours
5/1 account was noted as complete but transfer issue
5/7 Floyd verified accounts, said merge was done, they should post in 48 hours
5/9/19 was on phone over 2 hours. Spoke to jenine said old account has been closed and no access to verify. 35 minute hold them transferred and dropped call, not return call as promised. Called again spoke to Nize, 27 minute hold transferred to Cathy (manager) 47 minute hold, transfer to Heart, she said its out of her control, send an email to consumer [protected]@hotels.com. I did that with no response.
Please help as this is horrible customer service for someone that has been loyal and either a silver or gold member for years. Please reach out and help me resolve this issue so I can book my long awaited family vacation.
[protected]@gmail.com or [protected]