Constantly, every time I receive a “free night” all the sudden my account is locked and there’s a “problem with the account that needs to go to another department” yet it’s a department that doesn’t exist! You can’t speak to them on the phone they only email supposedly. And yet I’ve never recieved any response and usually 6-8 months later it’s still like that. ONCE they did finally credit me a night and then 2 other times I made a new account (my boyfriend and my sister) and they then would be responsible even though I would book our reservation. AGAIN the same thing! Never made it past 3 months without this issue! This is practically a SCAM! Do not use Hotels.com!