The website fails to complete my… The website fails to complete my transactions more than 80% of Times attempted. Very frustrating as this is how one takes advantage of American Airlines bonus opportunities with hotels. American Airlines needs to dump this outfit.

Incompetant and Useless I have never used AA miles for a hotel before today. I have plenty of miles in my account to cover said hotel booking. Can not check out due to reasons unknown i either get an error message or it just takes me back to the checkout page. Rocketmiles Customer service is ZERO help with a scripted response on repeat to book my hotel directly with hotel or use another platform. WHY would i do that when i have enough hard earned miles to redeem finally!? AA tried to help but has no authority to book hotel. Call rocketmiles back ask for supervisor who gives same scripted response but now says 72 hours for reply but i need this hotel tomorrow. Unbelievable that AA uses this incompetant service to handle hotel bookings. Never again. The equivalent of a vending machine eating your money. Update - YES after customer service emailed me a vague request to validate my identity I complied and they sent back the exact same scripted email again requesting to validate my identity. I called customer service jumping through many hoops (including finding out after 2 hour long hold times finding out the "tech team" only works after 10AM chicago time) that they couldnt tell me specifically what information they needed to validate my identity and i should guess and send whatever i feel is proof of identity. Only after having to send a photo of my license and printed statement of my AAdvantage account (all my GUESS to send since nothing specifically listed and customer service couldnt tell me what was needed) did my account get cleared. It is easier to login to actual bank accounts after fraud than this. My original review still stands but yes in the end it was resolved after hours of pulling my hair out.

Endless system failure I have been trying multiple times over the past couple months to make AAdvantage hotel reservations, but I always get "Sorry. We are unable to complete this transacton. Please contact us at support @ mail.aadvantagehotesl.com or call +1-773-270-2992". This is the message every time I try to book a stay on AAdvatage hotel program which is operated by RocketMiles. I have been trying to call this number, the agent told me they could not help but ask me to retry, and the agent was super rude and refuse to connect me to technical department. When I try to email this address, what I got is a cold response "please book with hotel direct, there was a system failure with no fix date." which is apparantly wrong as my freinds could book without any issue. Please do reach out to me to disucss a solution, I have been losing tens of thousands of miles and Rocketmiles is also losing revenue. Thank you.

You will not receive rewards Update: After speaking with Rocketmiles staff for an hour last week I just received an email from Carla Herrera, the Rocketmiles Customer Loyalty Manager alerting me that there was an error preventing the rewards from being sent. No timeline, no solutions, just excuse after excuse. Rocketmiles is absolutely terrible with following through and posting the rewards you have earned. I have been waiting since October for nearly $400 dollars worth of REI rewards and despite many calls and emails to their concierge team I have still never received any giftcard codes. What is most upsetting is they NEVER follow up. You will speak with their staff and will send emails, but they never respond and you have to call to get any answers. Between REI and Amazon Giftcard rewards I am waiting on almost $700 dollars worth of giftcards and am no closer to getting an answer.

This company is a disaster This company is a disaster. It is astonishing that American Airlines abandoned their mileage program to a company that speaks broken English and can not process a situation. Then when you need help, no one from American Airlines wants to be bothered with you. BE AWARE American Airlines does not value your points even for us folks that spend money via flying or partnered credit card to earn them.