Useless waste of time, no support.
I am an AAdvantage Platinum member, and couldn't complete a reservation through this site using my AA Executive Mastercard. On my first attempt the booking wouldn't complete, and I got a fraud alert from Citi. I tried to call customer service, and you cannot get through their automated system without a reservation number. I emailed, no response to three emails sent to customer service. I was told my account was suspended awaiting a review from their fraud team - still no message or call. Same result 5 days later. Lost out on a 15K miles bonus. I can't imagine dealing with them while traveling. Booked through Booking.com. No problem.
David Culbertson
Worst booking experience ever
I can’t believe AA would subject their loyal customers to such a crooked booking company. They wouldn’t give me my refund even though I cancelled according to their written policy. When I called to demand my points since I paid for the hotel, they refused.
David
literally worst program on earth
literally worst program on earth. Wont let me book or use points then keeps blocking me and gives me run around. what a joike
Chris St
DO NOT TRUST AADVANTAGE HOTELS.
DO NOT TRUST AADVANTAGE HOTELS.I was trying to book a hotel for Rome in April. Through some kind of glitch, the confirmation I received was not for the dates that I had requested. I contacted AAdvantage hotels within 3 minutes of receiving the confirmation, and stayed in contact over the ensuing days, but I have been told by email -- three times in identical language that one can only assume is boilerplate -- that the dates cannot be changed and that I cannot get a refund. I tried to find out who is going to keep my money - AAdvantage Hotels, RocketMiles or the hotel - and they won't tell me. I'll never do business with them again.
Mead Summer
Utterly appalling Customer Service
Utterly appalling Customer Service. I have an issue that I first reported in September 2025, still not resolved. I have called daily for the last 5 days, explaining the problem each time, and get promised it will be fixed within an hour or two, 25hrs max. But then nothing happens, I call back and start the process again. The Customer Service agents need more training and upskilling - they don't know what they're talking about and are ineffective. American Airlines need to pay attention to all these negative reviews. I for one will avoid American Airlines as they don't honour the miles we earn - if feels like a scam. Deeply disappointing for such a well known airline. 31 Jan update: still not resolved, they’re simply not replying now, so I have all these air miles but can’t spend them on hotels. A big con. I will avoid America Airlines in the future.
V Francis
Extremely disappointing experience.
Extremely disappointing experience.I had a confirmed reservation through AAdvantage Hotels, and upon arrival, the hotel stated they had no record of my booking. I was left without accommodation, in a foreign country, during peak travel dates.What is most frustrating is that AAdvantage Hotels did NOT relocate me, did NOT assist in finding an alternative hotel, and offered zero real-time support while I was stranded. Instead, they later decided—without my agreement—to close the case and issue a refund and 3,000 miles, as if that compensates being left with nowhere to stay.A refund does not fix the stress, time lost, or the fact that I had to solve the situation on my own at the last minute. This is not acceptable customer service, especially from a company associated with the American Airlines brand.I expected accountability, immediate assistance, and proper compensation. None of that happened.I would strongly NOT recommend AAdvantage Hotels to anyone who needs reliability while traveling.
Piscis_
If I could give a zero I would
If I could give a zero I would I booked the hotel through AADVANTAGE but had to shorten my trip by a day. When I requested the adjustment, the hotel said they couldn't do anything about it because I went through a third party and had to take it up with AADVANTAGE.When I left the hotel I made sure to get a print out showing the days I stayed. But AADVANTAGE would not refund me the one night. Don't ever book through them and book through the hotel directly. Such a pain.
Natalie Cebular
Absolutely horrendous customer service…
Absolutely horrendous customer service experience with AAdvantage Hotels. Booked through the, Then charged twice for the room--one by AAdvantage Hotels and once by the actual Marriott. Now--been working on getting refunded for over THREE WEEKS with most of the issue being on the AAdvantage Hotel end being able to communicate very ineffectively with the hotel. DO NOT USE AAdvantage Hotels!
customer
Beware! AAdvantage Hotels Bait & Switch
I truly hate writing negative reviews and have given AAdvantage Hotels every opportunity to rectify their situation. We used their service to book a hotel in Las Vegas. They had multiple offers on their website and we chose a more expensive upgraded option to include a terrace and suite for our accommodation. We paid over $300 for this option. When we arrived at the hotel they said that we did not have a suite and we did not have a terrace room. We called AAdvantage Hotels and they were of NO help whatsoever. I truly believe they have a bait and switch operation and that they pocketed the money for the upgrade while booking a lesser room at the hotel. I will not use them again and caution others to be careful when booking through AAdvantage.
todd taylor
I would give them zero stars if that…
I would give them zero stars if that was an option. This review is totally worth it to me if it saves one person from making the mistake I made in using this platform. I paid over $400 for two nights for a room and did not get ANY ROOM. Please look elsewhere!!
Glenn Doyle
Think twice before booking a hotel!
I booked a hotel through the American Airlines Hotels website at a reasonable rate and paid in advance. When I contacted the hotel to confirm the reservation, they told me they had no record of it. After calling AA Hotels customer service, I was told the listing on their site was incorrect and that the rate I booked actually belonged to a different hotel.I’ve never experienced anything like this before with a major travel platform. While I did receive a refund, the situation caused unnecessary stress, and time spent on multiple calls. I was offered only a $20 credit, which didn’t feel like adequate compensation given the inconvenience and the fact that the issue was entirely due to an inaccurate listing.
A F
Gov shutdown, Flight CXL and hotel not refundable
Government shut down and cxl flight, AA Advantage does not refund. SO much for being Platinum Pro. Will go back to just booking hotels directly.Found the hotel and AA Advanatge totally not helpful. Hilton Property.
Robert
Hotel listings are not vetted for…
Hotel listings are not vetted for accuracy or comfort. Booked a suite with the understanding it was a 3-star Comfort Inn. The hotel was taken over by a small hotel group and it is at best a 1-star. No phones in the suites, beat down sofa beds, the mattress is worn down, towels were dingy, the suites have unsecured glass tops on the tables, the floors are dingy, and room smells musky.
Mike Forney
Misleading Charges and Zero Accountability
I booked through ADDvantage Hotels and paid extra to have breakfast included. When I arrived at the hotel, I was shocked to discover that breakfast was already included for all guests — meaning I had paid an unnecessary additional fee.I contacted ADDvantage Hotels to ask for a refund or at least an explanation. They confirmed that breakfast was indeed included but refused to take responsibility, saying that because they are a “third-party website,” they couldn’t do anything about it. That explanation makes absolutely no sense — they are the ones who charged me the extra amount.The hotel itself confirmed that everyone receives free breakfast and that this charge shouldn’t have existed at all. Despite all this, ADDvantage Hotels continues to deny any accountability.This experience has been incredibly frustrating and feels deceptive. Be aware that ADDvantage Hotels may charge extra for services already included in your booking. I would strongly recommend booking directly with the hotel or using a more transparent platform.
Mat
Worst experience 2nd time
Worst experience 2nd time. They have nightmare hotel recommendations and will be charge in full. i walked out since the room is filthy and noisy aircondition. disputed with the credit card ( CITI ADVANTAGE - American Airlines) for the remaining days credit and they denied. $1500 for 14 hours stay at the Even hotel Brooklyn.
raji
Horrible services .... STILL
Every. Single. Time. This site absolutely SUCKS. Every single time I have tried to book a reservation, it spins around and says "no longer available". Their customer service is HORRIBLE and their "concierge" is an absolute joke. Worst travel booking site ever. The ONLY reason I have tried to use them is to build the increasingly impossible to get "Loyalty" points with American .. another joke. That airline is racing to the bottom. Worst service I have ever had. Meanwhile, ever since Rocketmiles sold off their business to these worthless hacks at Aadvantage hotels it has been a nightmare. Find another way to get miles. Don't give a dime to this horrible consolidator. Shame on you American Airlines. Associated with this failed company
justkenu
JUST DONT!!! LIARS THAT WILL TAKE YOUR MONEY!!!
I really thought because I am a faithful AA flyer and member and buy and use anything that will gain me points. That their own program would be the best for booking a hotel. NOT!!!!!! Booked a few months prior to reservation and when it was time it was gone. No email, reminders and nothing on the site itself. Booked it again to find out that it was double booked. Asked for refund for original one and they told me that hotel would charge me a nights fee for cancellation I told them I had already talked with owner of hotel and they wouldn’t charge me. They insisted that they did after putting me on a fake hold to have this conversation with the owner of which I was with at the time. I confirmed that they were talking to .hidden name.. and they said yes. LIARS!!!!! Trying to make the hotel look bad and not willing to work with me. When it’s AAhotels wanting their money for their mistake!!!Lying greedy company should be ashamed!! And tbh. Thinking now to switch to delta card and give them all my business just because. Don’t fall for all their scamming processes!!
Jennifer Kutz
DO NOT USE
DO NOT USE. Booked with them, they never sent the reservation to the hotel and then told me it’s nonrefundable. I had to book with the hotel as well and now they have been jerking me around for over a month while I try to get my money back. Horrible horrible business practice, terrible customer service full of overseas tellers that hardly comprehend English. I moved my whole business account and going to delta now. STAY AWAY PLEASE.
Rhett
Worst customer service ever!!!
Booked a hotel room through their website for 1900 loyalty points/miles. After I got no points/miles contacted customer service. They said I did not sign in to their website - although they booked the room and billed my credit card. AFTER MANY ATTEMPTS through customer service (which I never got the same CS rep) and my requests to speak with a SV were for useless, I disputed the CC charge. This dispute was because they never provided the promised value. They got back to me with a SV weeks later (but no phone number or direct email). My responses go back into the group message and yet another CS rep responds that they owe my only 100 points/miles (which they have never provided). IT IS A VICIOUS CYCLE!! I'VE NEVER SEEN CUSTOMER SERVICE THIS BAD!!!!!! I would check the box below to send to Aadvantagehotels - but that is the same address I've responded to MULTIPLE times - which sends me back a canned answer (from a different rep).
Barry
Super shady
Super shady. You select a room with a price and award miles and amazing! all of a sudden "that offer isn't available anymore" and the price goes up and points go down. Super super shady. Rocketmiles B.S. Also can't get free cancellation if booking more than 1 room ... so I guess they want to make it super inconvenient for business travelers and families traveling together? And with cookies, it sees you booked one room, and 2 minutes later the price goes up and points down for the second room when you have to rebook! Dynamic shadiness, not Dynamic pricing! This is so unbecoming and beneath the level of AA's reputation and level of service. As an EP, I am embarrassed for them.
Jeff Stowe
