We have a southwest miles credit card and have had it more than 10 years. We went to use some miles (points) we accumulated for a hotel reservation... but wait, it wouldn’t let us use miles, so what’s the point of your credit card to accumulate miles if we can’t use the miles from it?Second gripe: i booked a hotel for my wife who is driving across two states with our baby and 2 children. I paid on credit card for sale day reservation. The transaction went though fine on the credit card and the money comes out of my account from booking.com.My wife gets there, baby in tow, and two young children at Hilton. I paid extra so they would be well taken care of. They show up, and are told they don’t have a reservation. Apparently booking.com (who has already taken my money) has not sent the reservation over to Hilton. This requires me to call booking.com customer service and wait on their automated line. I get to speak with someone finally, she is nice, but she can’t help. Instead she tells me that Hilton will refund my money (which by the way Hilton is trying to get us to reserve another room and pay for it again). Long story short I’m on the phone for over 40 min while my sweet wife waits. She ends up paying for another room. I get an email (which I requested) from booking.com stating that as soon as the hotel confirms that they are ok to cancel it, that the money will be refunded in 30 (yes, THIRTY) days!! What? The transaction is still pending on my card, just cancel it and it will fall off and never charge me. What kind of bank takes 30 days to give a refund when they mess up? Southwest uses booking.com for hotel reservations, this is a TERRIBLE PARTNERSHIP. Absolutely a horrible experience. Don’t expect to be able to use southwest points, don’t expect to get what you pay for, and please do expect to waste at least 1 hour on the phone resolving a cancelation. I’ll Never use booking.com again through any partnership and I’m disappointed in Southwest for this experience.
