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Original Comment My wife and I have booked several rooms this year through Hotels.com. Today we have one booked and I noticed that Hotels.com did not give me credit for this one today on my rewards. So I called the 800 number and talked with a woman and explained to her that I had rewards and I booked a room for today, but it was not listed. She advised me that the room was under my name, but the e-mail was under my wife's e-mail address. I explained that I did that so if there was any notification that she could track it, due to me working a lot and I did not want to miss anything. I advised her that we are married, same last name, same credit card, same address, and I booked this, and it was in my name, and that we would like the rewards for this. She advised me she would check and it would take a little time, approximately 10 minutes. She came back to the phone and advised me that she was sorry but since this was in my wife's e-mail, nothing could be done. So I asked if I could speak with her supervisor and see if they would help. Another 10 minutes went by and then I was told the supervisor was too busy to come to the phone because of high call volume and I would have to call back later. I asked her to have the supervisor call me when she had time. At this time I had been on the phone with Hotels.com over 30 minutes trying to resolve a simple reward stay, not ask for a refund, or money back on a stay, just to receive what they advertised for getting credit for one night's stay. About 10 to 15 minutes later the supervisor called me back, her name was Georgie, and she called me from 602-603-8018. She advised me that there was nothing she could do, and I told her that if that were the case we would not be doing any business with Hotels.com any longer. She then told me not to threaten her, and I told her I was not threatening her, just telling her that we would not be doing any more business with Hotels.com since she could not fix this issue. She again told me not to threaten her, and at this point I realized I am talking to someone who does not understand business or common sense, and said goodbye. In today's competitive world, customer service is very important. Customer Service is what sets companies apart and companies continue to grow. This Hotels.com customer service supervisor is in the wrong position and does not understand anything about customer service. All this hassle over trying to get credit for one night's stay that I normally would get, but now because I used my wife's e-mail, which they verified as my wife, but still would not get me the credit. People change email accounts all the time. Sometimes they use a work email and no longer are employed with that company and get a new email. Furthermore, there should be a way to link a husband and wife's email account together since we travel together and often times alternate who is sitting at the computer booking the vacation. I am retiring soon and my wife and I plan to do a lot of traveling. There are many other companies to go through for booking hotels that offer the same rewards and some better. I plan to look into those rewards programs for retirement travel as this was not handled or resolved properly.

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