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This is the worst booking service they book through Expedia or other carriers and actually get the hotel at a lower rate then charge you way more. There is no transparency in the process and there is no way to get actual support on the reservation because the hotel didn’t make the reservation and American Airlines aadvamtage didn’t either it’s truly a scam. DO NOT USE!

If I could give a negative I would. Lack of communication regarding reservation. No check in information provided the day before check in. Unable to obtain confirmation from the hotel that I have a room. Yet I have paid in full. DO NOT USE!!!

I had a terrible experience with AAdvantage Hotels and their complete lack of communication and accountability.

I had four confirmed reservations at a hotel under a pay-at-property policy, meaning I was supposed to pay upon arrival. However, all of my reservations were canceled without any notification—no email, no phone call, no message of any kind.

When I contacted the hotel, they claimed the cancellation was due to a “payment issue,” even though payment was never supposed to be processed in advance. Shortly after, the explanation changed, and I was told that if I still wanted to stay, I would have to pay a significantly higher rate.

I then contacted AAdvantage Hotels expecting support and a resolution, but instead they avoided responsibility. They stated there was no issue simply because the payment had not been fully processed, completely ignoring the fact that I had valid, confirmed reservations that were never honored.

Because of their failure to communicate and take accountability, I was forced to find last-minute accommodations for my family, which caused unnecessary stress and additional costs.

This experience felt like a complete bait-and-switch, and the lack of support from AAdvantage Hotels makes it even worse. I would strongly recommend avoiding this service, as they do not stand behind their bookings or assist customers when things go wrong.

First hotel booked, never received my points.
Second hotel booked, received my points but the hotel, even after I told them it was a prepaid reservation, charged my cc for a different amount than what I was originally charged by Aadvantagehotels. Told the hotel before I checked out and they agreed to credit me but never did. Because it was a different amount, it wasn’t a simple dispute with the cc company. Ended up getting AAdvantage hotels support involved which they were helpful at first but once they couldn’t get anywhere, dropped it like a hot potato. Won’t use them again. Not worth the trouble!

I booked a week stay on their website for Montego Bay Club Resort in Jamaica. The advertisement called it a Resort, with on-site restaurants, a bar, golf course, one indoor and one outdoor swimming pool, etc. It turns out that it was all a complete lie. Someone was renting an old apartment instead. None of those amenities were included. There had been a pool and restaurant at one time, but haven’t been in operation since Covid. Everything was a lie.

I confronted AAdvantage Hotels. They instructed me to take videos and pictures of everything, which I did. Then, they emailed me back to say they couldn’t do anything about it because they called and talked to “Dave” at the front desk, and he said their was a pool and a restaurant.

I went to go find Dave. There is no Dave that works there.

Aadvantage Hotels will not trust you as a customer.

Update—After several rounds of emails, they acknowledged that they believed me and claims that they will refund me $266 out of the $1500 I paid.

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.

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.

literally worst program on earth. Wont let me book or use points then keeps blocking me and gives me run around. what a joike

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.

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.

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.

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.

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!

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.

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!!

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.

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.

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.

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.

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.