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Original Comment I booked a resort in Ellijay, Ga on July 8th for my families vacation for 3 days. I book hotels each week for work through Hotels.com. Usually 5-8 different hotels for 4-11 days at a time. So I have plenty of reward nights to use. The day I booked there was some computer glitch one of the ladies I called at Hotels.com told me. I booked my usual way and added 3 reward nights to my booking and they showed up on the booking before I hit book. But when I printed out the booking no discounts showed on the reservation. So I called twice that day and was told it would be taken care of. A week later, nothing was refunded. So I called again. I was told it would take 5 business days for a report to be filled and my refund sent to my C. Card. I emailed them a few days later. No response. A few days later I did get an email asking for the amounts of my 3 discount rewards I had entered. I sent them the amounts and still have not heard anything. During this time on a different booking for an employee (they had to leave 2 days early to work in another state.) The hotel said they were fine with refunding for the 2 nights not used. So I called Hotels.com and told them the store and they said they would call the hotel. Two days later I called the hotel and no one had called them from Hotels.com. SO I called them again and they sent a report to management to file for a refund. About 10 days later I got an email saying they wouldn't refund any of the money. Now back to my personal booking. After talking to 4-5 different people I was told last week for some reason it was booked under my email address. The only time I put my email address in was in the box to have a copy of the reservation sent to my email as well as my work email. So I have been waiting for the refund of over $300. I have over 20 rewards nights from booking so many hotels over the last 7 years with Hotels.com. They are about to lose a loyal customer. Their customer service had been awesome. I don't know what has happened other than COVID, but they are terrible now with their customer service. My trip is on 9-9-21 and at this point it looks like I will not get my money back...and they will not let me cancel. I can't afford the $600. and thats why I used the rewards for our trip. They will be losing a great customer if this isn't taken care of and soon. Joyce

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