Once I finally reached someone at hotels.com I was then sent to another rep in a different dept. and this happened several times with NOBODY actually helping to access the situation. I was told to contact EXPEDIA as they handled my type of situation. No help there either. So, After allowing myself to get upset and angry from lack of customer service from these idiots, I just gave up with my situation at hand not resolved and me loosing my rewards. I will never use hotels.com because they are a bunch of flakes!!!!