As a follow up to my previous post, I had a very similar experience to Juliana where I called 4 times, was placed on either hold or mute, then disconnected. The 5th time I asked the agent specifically not to put me on hold or mute and talk me through what she was doing and was finally successful. To hotturnip's point about submitting online, I ended up calling because when I submitted the claim and even referenced the specific rate that I was asking to be price matched for a room with free cancellation, they denied the claim pointing to the nonrefundable rates saying it didn't match my reservation. In the screenshots they sent, you could very clearly see the rate for the free cancellation room directly below the non-refundable at the rate I referenced in the claim. When I replied to that email, they said they couldn't use those screenshots and that they had to compare in real time, which is tricky when rates change so quickly. At least with the phone, you know right away whether they accepted it and that the rate is still valid. It may take some time to get through on the phone, but it's worth it for the 25% discount. It certainly seems like they are being trained to deny as long as they can for any possible reason. I really don't appreciate the purposeful disconnecting while I'm hold/mute though. That's pretty messed up.