Happens often for me, and my administrator at work, and with my wife separately. Very glitchy site. in many cases, we end up booking on Amex Travel for work and family purposes to just get it done. For solo travel, it's ok (less spend). If booking two separate rooms for two people, free cancellation options disappear. Book one at a time (waste of time), free cancellation shows up. Room for 2 adults and 2 kids at the same hotel on Booking.com is available, on AAdvantage, can only book 2 adults. So whenever booking for the family (even a suite), have to book somewhere else. In general, a very difficult and low performance site to use. I can imagine many travelers that spend a lot to get status end up giving up and booking like us on Amex Travel. To retain customers and spend, AA really needs to work with Rocket Travel to get this right and upgrade the site.