Over the past year, Iâve completed 64 hotel stays, spending approximately $5,500 through Hotels.com and holding Platinum loyalty status. When a duplicate charge occurred for the same stayâpaid once through Hotels.com and once directly to the hotelâthe resolution process was slow, inconsistent, and lacking clear ownership. Support failed to effectively escalate or resolve a straightforward billing error. Loyalty status should reflect reliability and accountability when issues arise, not just booking volume.
