I have been using hotels.com for many many years and had collected some nights. I used to call and make reservations. I had collected few nights for some small trip. When I tried to log on and see my rewards.. I was unable to log on.. I called customer service, they told me they will be sending me email link to change password.. I never got it. Frustrated, I made new account, using same email.. and I was able to make new account.. Now, I m thinking, I have two accounts with same emails (their system lets you do that).. more confusing.. so I called customer service asking them to transfer my accumulated nights to either one of the account.. Guess what? If you don't use your accumulated nights within a year.. they expire.. so all the nights I had collected are gone.. customer service agent told me they sent me many emails.. i'm yet to get any.. Horrible .. will not use them again and would advise people to use trivago, or other services.