Katie J Yrm

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Refusing to award Rapid Reward points after hotel stay

Southwest Vacations - Refusing to award Rapid Reward points after hotel stay

I booked a hotel reservation from in July 2024 through Southwest Hotels that was supposed to give me 14,000 RR points after the stay. I provided my RR information after the completion of our stay.

I still have not received the points and my wife has spent several hours on the phone with SW Hotels customer service team on several different days in which they promise her the reward points will post in 1-2 weeks after the dates which she has called. They also send email confirmations that the points will post in 1-2 weeks after each time she has called. Well, the points still have not posted. Friday, 9/20/24, a supervisor told us that we would receive a call back for the escalation within 24 business hours, but we have yet to receive a call.

Their website states that the primary guest can provide their loyalty information after the stay, which it was.

This has been more trouble to get these points than they are probably worth. Not to mention, we paid a higher price to book through SW Hotels than if we had booked directly through Marriott or through hotels.com simply because we wanted the SW points.

We are extremely disappointed in the customer service and lack of helpfulness and training that their employees seem to have. We have been loyal Southwest customers for many years but we certainly will never book through Southwest Hotels again and are re-considering our loyalty to Southwest Airlines.

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Preferred solution: Deliver product or service ordered

User's recommendation: Do not recommend

Randa B Npe

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Very unsatisfied

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Southwest Vacations - Very unsatisfied
Southwest Vacations - Very unsatisfied - Image 2
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Southwest Vacations - Very unsatisfied - Image 6
Updated by user Jan 17, 2024

1.17 still waiting for hotel refund

Original review Jan 17, 2024
@SouthWestVacations wont refund $700 for my hotel, or address my other travel interruptions they caused. I paid them $2,500 for a package (air,hotel,car) for my family to visit back home to Ohio on December 24th - 31st, but my luggage was delayed by a day, rental car company did not know how to handle a travel voucher, and the hotel I reserved was closing its doors in the 5 days which was the middle of my paid reservation.

It almost seemed like Deja Vu of Southwests antics the Christmas prior (2022) and right on the tails of a $140m fine from the Feds. Read on for my firsthand experience. Its a long one.
#southwestvacations #southwestairlines #angrycustomer #refundme #christmaschronicles #dobetter #700isalotofmoney$ @southwestvacations @southwestair @fox10news @fox8news #cleveland #phoenix #
Let me begin at the start of our travel day. Up at 3:00 am to leave on a flight by 5:30 am.

At the gate headed to Cleveland for the holidays, just prior to boarding, a request for 4 people to take a different flight was announced. Supposedly the plane was overweight. So we opted to fly to Baltimore instead of Chicago Midway. We were compensated for it and told our bags would be there before us.

Great! Travel rewards force my husband to travel. Win win, right? Im ok with arriving a little later.

We took advantage of the extra time to walk around and ate during our layover in Baltimore anyway.
We arrive in Cleveland and head to baggage claim. We didnt immediately see our bags so we opted to head over and get our car. It made more sense than 4 people and 6 large suitcases on the shuttle. They were supposed to arrive before us, so who knew where they could be and the counter was busy with a line and suitcases everywhere.
We arrive at the car rental agency and the agent tried to charge us an additional fee of $900 when I only was supposed to pay $175.

He had no clue how to handle a travel voucher. That debacle only took 30 minutes for them to clear up. But my husband would have paid it not knowing I had prepaid. This was an issue with the car rental company that I booked through Southwest.com.

It gets resolved, next.
Once again we head to retrieve our luggage. Hubby stays in car so it doesnt get towed, and I run in to find our luggage. It was somewhere still in Phoenix. Ok, Im not stressing at this point.

I didnt want to look a gift horse in the mouth. We were just compensated for taking a different flight. So, We file a report to locate our bags, and signed up for text updates. Yeah!

No worries, right. They will text when our bags show up.
On to check in the hotel. There was a sign on the door (see pic)
announcing they are closing 12-29-23. I read it as something related to their rewards system which I am not a part of, so I approach the front desk and announce my name on the reservation.

She was very surprised we had a reservation, and she had no record of it. The woman asks if they called me. No. Who would have called and why.

She says they are closing on the 29th. Confused, I ask, Closing forever? Her response was Yes!
She proceeds to tell us she is the only employee working and only 8 rooms were currently occupied till the 29th. I prepaid Southwest Vacations for 7 days, and the hotel is closing, has no security, maintenance, or housekeeping on the grounds.

Im not staying even if they forced me to. Which they did try to do that by not finding me another place to stay, nor giving me a refund.
Its Christmas Eve and I need to find somewhere else to stay. I have no luggage that contains all our good clothes and gifts for friends and family, including Santa gifts for my grandkids that were traveling with us.
While still at the hotel I immediately called Southwest Vacations to find an alternate hotel for us to stay, and complain about our lost luggage which had all our clothes and Christmas Gifts. I had 2 young children with me, and I was not staying there without security.

I dont need to mention the fact that this is in Cleveland right at the I71/150th St exit. Easy on and off access.
So, I waited in the lobby while the overseas Southwest agent called Marriotts reservationion line. The verification agent returned to the line said our booking was valid. No issues with the hotel.

They thought I was lying. Uhm, Im sorry, no, it isnt a valid reservation if they are locking the doors in the middle of my stay though 12-31-23. Im standing here in the facility telling you its not valid. The front desk clerk is telling me its not valid.

They are closing their doors forever in 5 days. Just call. The nice lady here will tell you.
No one even initially attempted to contact the facility for verification. How do I know?

I was talking to the nice front desk lady named Letisha while on hold with SWV verifying my story.
After 30 minutes of listening to this CS SWV agent telling me over and over that they are sorry and understand my frustration, but they arent going to find me another place to stay, I requested a supervisor.
I only had to request for a supervisor at least 10 times, with an apology each time, reassuring me the supervisor will say the same and to allow them to call me back. No! Ive been on the phone arguing for 30 minutes now and I dont have resolution to a real situation. My 2 young grandkids, me and husband do not have a place to stay on Christmas Eve, have been traveling since 3am, and no clean clothes.

We couldnt even go to Walmart. It was after 6 on Christmas Eve. Everything is closed.
Once finally connected with a supervisor, I begged him to contact the hotel direct and speak to Letisha. Since I knew her name and she validated my story, he agreed to process a refund.
By this time I already made other arrangements to inconvenience a family member for the week.

It was 6:00 pm on Christmas Eve and we were supposed to have arrived to our families home hours before for our celebration. That was enough. We had been traveling for 13 hours.
On Christmas Day I checked the status of our bags in the morning and it showed they were still in Phoenix. Around noon, the digital tracker updated my bags were on their way to Chicago/Midway.

I called the local baggage number several times to find out status, but unless I received a text from them, they couldnt tell me anything about my luggage.
I adamantly continued to check status on our bags, and anxiously waited for the text that our bags were found. Our 6 bags finally arrived in Cleveland around 2 pm. I contacted the airport to find out when our bags would be delivered, but they were still unable to tell us because they use a third-party service.
When we did not have a response as to when our luggage would be delivered on Christmas Day, we opted to go and pick it up at 6 PM. We were compensated with a 100.00 travel voucher.

Sidenote, we were all still in the same clothes from 3 AM the previous day.
We gladly retrieved our clean clothes, and ALL our Christmas gifts. But Christmas morning was already half ruined since we didnt have all our friends and families gifts. I also had to do some quick thinking since there were Santa gifts in my luggage for my 2 grandkids traveling with me.
My husband called SWV on Christmas Day inquiring about compensation for luggage and hotel issues. At that time we still did not have our luggage.

He was told adamantly that someone would investigate and call him back. Never happened. We went on trying to enjoy our vacation once we finally got our luggage.
Anticipating the credit already posting to my credit card, I checked my account. No credit.
Since the credit for the hotel had not been issued, I called SWV on 1-11-24.

They had no record of my husband calling (so they say) nor a refund being approved when we called on 12-24-23. But didnt the agent prior tell me accounting rejected it? Yes they did! So now, they need to create a new file in the post- travel department.

I screamed and argued but they refused to get me a supervisor.
I relented and waited 5 days to call for status. No update. They are still working it. SEVEN HUNDRED DOLLARS IS A LOT OF MONEY.

Today is 1-16-24 and I still do not have a refund of $700 and when I called I was told to be patient, they understand, they are still investigating. No! It shouldnt take an army and an act of God to validate the property shut down.
What if this happened to someone that didnt have a gracious family member to take in 2 children and 2 adults last minute on Christmas Eve? I consider us fortunate, but disappointed at Southwest Vacations and Southwest Airlines lack of concern regarding my issues.
Hey @southwestvacations a google search will validate my claims.

I did and it clearly states the establishment is closed permanently.
Why havent I received my $ @SouthwestAir @southwestvacations
This is my personal experience with Southwest Vacations and Southwest Airlines.

Do better Southwest! Feel free to share!
View full review
Loss:
$700
Pros:
  • Free luggage
Cons:
  • Horrible customer service

Preferred solution: Full refund

User's recommendation: Don’t

Resolved
VERONICA B Qgj

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Resolved: WHERE IS MY REFUND FROM THE AIRLINE SIDE as well as from the VACATION SIDE?

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Southwest Vacations - WHERE IS MY REFUND FROM THE AIRLINE SIDE as well as from the...
Southwest Vacations - WHERE IS MY REFUND FROM THE AIRLINE SIDE as well as from... - Image 2
Southwest Vacations - WHERE IS MY REFUND FROM THE AIRLINE SIDE as well as from... - Image 3
Updated by user Jul 20, 2024

Company fixed the issue and I have been provided with apology. On July 09, 2024, a TEMPORARY CREDIT of the last $234.94 was credited to my credit card account since I used that credit card to pay the deposit for the "what was supposed to had been a vacation". Southwest Vacations have to agree that I am due a refund in order for the $234.94 to become permanent which can take up to 60 more days to be investigated.

Updated by user Jul 06, 2024

This experience has left a bitter taste, however I have learned a lot from this experience. When a consumer have thousands of dollars, why would a consumer want to hear "we can't see what the airlines see on your accont"?

Then it becomes a circus because now you have to work between 2 establishments because they work together but not Together.Policies changes are needed on how the airlines is responsible for the flights but the lodging/hotels, travel protection, and transportation is the responsibility of SW Vacations which both put together makes a vacation is horrible when or if something goes wrong. Also, the policy on the purchase of travel protection and how SW Vacations can keep those funds if your vacation actually need to be protected from something that is not the consumers fault.There is a lot wrong here, and the consumer should never have to go between entites to resolve an issue that was created because of one of those entites.

Original review Jun 29, 2024
This is two months before my planned trip. I am truly shocked that Southwest (SW) Airlines have gone into business or agreed with a company like Southwest Vacations (aka ALG)!

#1 - Southwest Airlines touched/changed my flight, and I was told by two of SW's agents that I could request a refund, which I did.
#2 - I have found out that Southwest Vacations paid SW Airlines with a credit card that belongs to Southwest Vacations. This means that if a refund is provided, it will go back to Vacations and not the consumer. How can that be if the flights are through the airlines!
#3 - I have reviewed my SW account and what has been issued is a flight credit.
All of these changes were not what I was seeking, yet I am being penalized for trying to take a trip. How can policies be so messed up and not favor the consumer at all? One company makes a change, and because of that change, the consumer can request a refund. However, you are then told to speak with another company about their change because the other company paid them. In my opinion, you should be able to get a refund from either company!
Both of these companies should not play the blame game and shift consumers from one company to the other instead of assisting. They make matters worse by having you go back and forth with no resolution.
You pay for trips and put protection on the trip that does not protect you at all.
Everything is fine until something goes wrong, and then you need a refund as a consumer. I am strongly advising you to please be cautious before giving either of these companies your hard-earned money.
Southwest Vacations says a refund has been requested...
I will be contacting my attorney!
View full review
Loss:
$2203
Cons:
  • Separate entity from southwest airlines
  • Real name is alg
  • Policies on travel protection

Preferred solution: Full refund

User's recommendation: BUYERS BEWARE!!!!

1 comment
VERONICA B Qgj

On Jul 07, 2024, I have noticed that my airline credits ($178.98 + .18) were sent to my BANK ACCOUNT instead of being put back as flight credits .... it seems that the credits were turned into money and has been returned to 2 DIFFERENT accounts!!!

Which I am not opposed to that .... just as long as I still get my money paid to my credit card. $178.98 was returned to business account which had NOTHING to do with the $2,024.66 charged to my credit card. But they had no business in my business account.

.18 was refunded to my credit card. It seems that the airlines have paid their part of the flights HOWEVER, Vacation side need to pay the still $234.76 that is OWED TO MY CREDIT CARD WHICH IS THE SAME WAY THAT I PAID FOR THE VACATION!!!

Latreace J

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Verified Reviewer
| map-marker Dallas, Texas

Not available 24/7. Unable to get in contact with anyone after 9pm despite saying they are open 24/7

I am trying to change my flight to leave Dominican Republic and I cant get in contact with anyone at Southwest vacations

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User's recommendation: Do NOT book any trips through Southwest vacations!!

Rachael T Eso

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| map-marker Sanford, Florida

Missing points

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Southwest Vacations - Missing points

Southwest hotels is refusing to credit points. My daughter wanted to travel to Disney with my grandson for his birthday; so we got room downtown by Disney.

We made her the guest because she was arriving before me so she could check in. We were supposed to receive 13,000 points for the stay. They refused to give us the points because my daughter was listed as the guest. Told me that she was the only one eligible because she was the guest.

But theyre also refusing to provide the points for her. Additionally, We paid extra for additional points. Theyre refusing to reimburse us for the extra points. Despite theyre not giving them to us.

Do not use this service. They look for any loophole.

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User's recommendation: Don’t use services

Lane D Gyo

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Verified Reviewer
| map-marker Tucson, Arizona

TERRIBLE CUSTOMER SERVICE NO REFUND AFTER CONSISTENT CALLING HASSLE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

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I was Over charged by Southwest Vacations. Southwest Airlines issued a Credit and No One at Southwest Vacations RESPONDED after Numerous Calls and Emails.

View full review
Loss:
$206
Cons:
  • Louey customer service still do not have refunded money

Preferred solution: Price reduction

User's recommendation: Never Use Them>>>>>>>>>>>>>>>>>>>>>>

Aailyah Ubn

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Verified Reviewer

Bad customer service, they keep transfer you to another person when some one can’t do it for 1 he long.where is my refund?????? Don’t book wit them no more . They don’t know how to work like a team .

Where is my refund? They are ripping me off. I keep calling, but no one gives you an answer that you need.

View full review
Loss:
$2400

Preferred solution: Full refund

Anonymous
map-marker Houston, Texas

The Worst Start of a Vacation

Oversold? Delayed waiting for the entitled Caucasian to get on board, small rain delay, unorganized flight crew, just a *** start, but we are still sitting at gangway with no indication when we fly!!

Absolutely the worst vacation start ever. Will cancel my SWA card, and never fly SWA again

View full review

User's recommendation: Use a different company

todd g Bsa

The worst cust service ever

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Don

Tried to change reservation dates over two months in advance, unable to after multiple calls to India was put on hold and hung up on twice. They will not refund youre money only give you travel voucher so you have to go through them again.

Last time i called wanted to just switch hotel was informed they could only give me certain other hotels that were much more expensive than there rates at other travel sites so decided just to cancel room and book my own.was told mult times i coukd get travel vocher after being on hold for 30 mint was informed cant cancell room without adding a rental car.

Asked for supervisor or rep in US they said no supervisor and no US reps.addvised they would set up call back with sup kept me in hold for 15 mint for that. Im going to eat tge cost of the hotel and will never do business with this como again.

View full review
Loss:
$189
Cons:
  • Too many

Preferred solution: Just refund for the hotel im not going to be staying at.

User's recommendation: Dont book with them

Misao Hty

Inconvenient, like being in the 1980s

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I love Southwest Airlines, but I will never use Southwest vacations club ever again. They dont let you make cancellations to your hotel at all and if you want to change your flight, you have to call a call center, who then calls the airline, and then the airline calls you back it took me three different attempts of about a half hour, each to change a simple Southwest flight.

If I had booked directly with Southwest, I could have made changes in seconds on the Southwest app. Dealing with Southwest vacations club took me back to the 1980s where everything had to go through a call center or a travel agent or something inconvenient like that. My advice to Southwest vacations club is to integrate into the Southwest app or the hotel apps, and allow people to change their reservations, electronically with no penalties. I wanted to leave my hotel two days early and if I had booked with Marriott Bonvoy I could have but since I booked the Southwest vacations club, I had to stay or lose the money.

If I book my airlines with Southwest, I couldve changed on the app in a matter of seconds, but with selfless vacations club, I had to call into a call center and go through a giant rigmarole that took forever.

at one point The message while on hold said that I should use their tech service for more convenience so after a half hour on hold, I hung up and started texting with them. Shortly after texting with them, they sent me a text that said I had reached the pre-travel section and I needed the current travel section so I had to call and they cannot help me by text.

View full review
Loss:
$1400
Pros:
  • Easy to book and received a small discount
Cons:
  • No cancellation policy on your hotel once your reservation starts
  • Not being able to change your reservation on line

User's recommendation: Well, you can get a discount perhaps on your travel package, you won’t be able to make changes or cancellations without losing money or having a giant hassle on your hands. Book directly with the airlines in the hotel.

Juanita S Voo

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Verified Reviewer

Sent email asking for assistance no response it has been over a week

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Issues regarding completed travel, I was charged twice for car rental, hotel reservation had been canceled. Could speak with SWV when planning trip.

View full review
Loss:
$68
Cons:
  • Cant contact the departments that make decisions
  • Need to speak with someone

Preferred solution: Price reduction

User's recommendation: Nope

Robert C Gjt

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Verified Reviewer

Total dissatisfaction multiple issues Do Not Use this Company!!

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Original review Mar 02, 2024

Find a reputable business to deal with this one sucks!!!

Spent over 8 hours on the phone with this *** operation! Started with a 3+ hour delayed flight and missed connection.

Lots of time on hold. No alternative solutions offered. Would never connect me with a supervisor.

Watch out for the hidden charges!! In their bill: Total taxes/fees due at the counter: 59.4 USD.

The $59 car rental tax turned out to be $222!! Casebook Deceptive advertisement in big print using their small print as CYA to hide behind additional charges!

No hotel room reservation when I arrived!!

This ruined vacation cost me hours of frustration and over $950 in additional expenses and NO compensation!!!

I will never use them again or recommend them. User's recommendation: DO NOT USE THEM!!

View full review
Loss:
$950

Preferred solution: Price reduction

User's recommendation: DO NOT USE THIS COMPANY - RUINED VACATION!

Bonita B Gzc

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Verified Reviewer
| map-marker Orlando, Florida

Aweful

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Never resolved my issue. Spent a lot of time on hold.

Would never connect me with a supervisor.

This vacation cost me a lot of time and money. Will never use them again or recommend them

View full review
Loss:
$305
Cons:
  • Aweful

Preferred solution: Full refund

User's recommendation: Don’t use them

Travel Agencies Expert Talks

How to Travel Safely During the Pandemic

How to Travel Safely During the Pandemic

Apr 2, 2021

Top travel tips during the Covid-19 shared by a travel journalist: 1. Research the destination; 2. Check safety measures; 3. Check the airline’s policies; 4. Download the airline’s app; 5. Double check your reservation; 6. Build flexibility into your travel plan. In this interview with a travel expert you can learn how to travel safely, how to book online, how to refund a canceled trip.

Read full article
Latifah Al-Hazza
Latifah Al-Hazza

Latifah Al-Hazza is a travel expert who visited over 50 countries. She is also a co-founder of Women's Travel Company and an Emmy Award-Winning travel journalist.

Jatin Vck

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Verified Reviewer

SW Vacations is a rip off - stay away!

I wish I would have read reviews prior to using SW Vacations. I am beyond angry.

They are a total rip off. I recevied an agent from India who said he was applying travel credits from the hotel and airfare I re-booked. That did not happen.

Now they are telling me they can't apply the airfare credit after it is booked. I would have to rebook and lose the $40 for premium boarding yet again.

View full review
Loss:
$621

Preferred solution: Full refund

User's recommendation: DO NOT USE!

Anonymous
map-marker Bloomington, Indiana

TERRIBLE service

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I wish I could give this group ZERO stars. My family was traveling to Cancun to celebrate my parents 50th wedding anniversary.

This company changed my immediate familys flights WITHOUT telling us- getting us to Cancun a day ahead WITHOUT a room. They said it was their responsibility to get us there- not for our accommodations. I waited on hold for THREE hours to never be contacted. They also changed the prices for every family in our group and it was never consistent.

I wouldnt tell anyone to use this company. They are the worst. I called Southwest Airlines and they had everything changed for me in less than 5 minutes.

Something to note- Southwest Vacations is so bad that they are no longer affiliated with Southwest Airlines.

Terrible, terrible service. DO NOT USE

View full review

User's recommendation: DO NOT book a vacation with them.

Rosetta Tbx

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Verified Reviewer
| map-marker Murfreesboro, Tennessee

Cancellation

Had to cancel my vacation package. The air was refunded as a travel credit as is Southwest Air's policy.

The hotel on the other hand was a total loss. Half or more was forfeited as a penalty, and the other half is a credit that can only be used for hotel accommodations made through Southwest Vacations in the next 12 months; do you really think I am going to do business with or send them any more of my money. I paid more to book this as a package than if I had booked air and hotel separately, thinking it would be more convenient if there were problems and Southwest Airlines would stand behind me, but NOOO! If I had booked the hotel separately, I would be getting a cash refund from the hotel because of their liberal cancellation policy.

Instead, Southwest Vacations is stealing this money from me because they can. And Southwest Vacations is only loosely affiliated with Southwest Air, so don't expect any help from them.

View full review

User's recommendation: JUST DON'T - read the other abysmal reviews.

4 comments
Guest

Are you a professional troll?

Guest
reply icon Replying to comment of Guest-2472821

No, but thank you. I will however comment on this public site when someone cries foul when they had all the information in the beginning. If you don’t like it, move on.

Guest
reply icon Replying to comment of Guest-2472821

No, but thank you. I will however comment on this public site when someone cries foul when they had all the information in the beginning. If you don’t like it, move on.

Guest

If you were not smart enough to buy travel insurance that is your fault. And stop lying.

If the package was more than the separate parts, you found out after.

No way you knowingly paid more for “convenience “. There is no convenience.

View more comments (3)

About

Summary

Southwest Vacations is a big company that specializes in selling travel and vacation packages to various destinations across the U.S. The company is owned and operated by The Mark Travel Corporation which is headquartered in Milwaukee, WI. The company also has resident office in Orlando, FL. Southwest Vacations mainly focuses on selling vacation packages and providing additional services like customer support and placements. Aside from selling travel packages the company offers a large number of additional benefits. These benefits include 24-hour travel assistance; help with boarding process and check-ins. Moreover, Southwest Vacations delivers luggage for free and provides online booking with no fees.

Southwest Vacations reviews and complaints

Southwest Vacations is ranked 146 out of 1496 in Travel Agencies category

Area Served

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