Michelle P.

I was booking on the app because they charge $5 to use your rewards on the website(which is ridiculous)
The app is so hard to use, when i went back to review a screen it reverted the dates of travel to today so i booked a hotel with todays date rather than my actual travel dates without realizing it. I call immediately once I realized (like 10 min from booking) they would not let me change the date, reissue my reward or refund the money i paid on top of my reward. Jen (the agent left me on hold the first time for 20 min and when i asked to speak to a supervisor said she couldn't do that, i demanded a supervisor and was put on hold another 35 minutes I think they were trying to wait me out. A supervisor did come on the line and offer to email the hotel to see if they would change the dates or refund it which i didn't understand because Jen said she had already called the hotel and they denied the request. I honestly don't think that phone call was made, but now I'm waiting 5 days for an email to see if the hotel responds to the supervisors email. I realize that i could have double checked the dates before booking but I had already put the correct dates in and didn't know if i went back to look at hotel amenities they would automatically revert to todays date. Long story short after being loyal to hotels.com for over 10 years I will never use them again!