Reply To: Hotels.com loyalty transfer going to OneKey

[Nomad312]

Final update from me on this- having complained to customer service in the summer that a booking made early in the year, (before the OneKey rollout was mentioned on Hotel.com UK) was now due a Onekey cash amount far lower in value than the rewards stamps I would have received under the old system, prior to my stay I received (after a LOT of back and forth) an email saying they would look at it after my stay. In fairness to hotels.com I did receive an uplift in the amount of OneKey cash to equate to the reward stamp value and got an email confirming this soon after my stay: “This adjustment ensures you received what you would have under the prior Hotels.com Rewards program”. It’s just a bit of a shame this adjustment wasn’t applied automatically and that it took so many emails to get to this point. Still, I’ve already booked something else with them and probably will again in the future if the price equals that on other sites (although this will be less often now with OneKey), which wouldn’t have been the case if they’d not engaged with my concern.