Hotels NectarReviews on record for hotels.nectar.com

I first raised an issue with Nectar Hotels on 17 June 2026 because bookings made using my old Nectar number were no longer linked properly after my account number changed. I later cancelled a Milan hotel booking on 2 July and am due a refund of 26,165 Nectar points. Since then, I have been given several different refund timescales: 28 days, 30 days and now 6–8 weeks. Nectar Hotels cannot confirm whether the refund has actually been processed, which Nectar account it has been sent to, or provide a transaction reference. They have instead directed me to Nectar. Nectar then directs me back to Nectar Hotels. I had already raised this exact concern before cancelling, as I was worried the points would be returned to my closed Nectar account. Nectar even opened an escalation under reference CE-202606-10037 and told me I would receive an update within 28 days. I have since been told that escalation was apparently raised “by mistake”, but nobody contacted me to explain this. The most frustrating part is the complete lack of ownership. Both companies operate the service under the Nectar brand, yet the customer is expected to navigate their internal division of responsibilities. I will wait for the stated eight-week period before taking further action, but the contradictory information, poor communication and constant passing between teams have made what should have been a simple cancellation unnecessarily stressful.

Do not use. They don't give you the points. They don't respond to emails. It's a scam and Nectar won't help you at all as they say you need to contact Nectar Hotels. Who do not respond. Would never use again. Sainsburys need to look into this and start helping their customers.

DO NOT USE! Customer service is terrible, don't response to emails even when they say online that is an emergency email. I wouldn't trust them abroad cancelled the trip before even going. Nectar won't have anything to do with them so i'm down 45,000 points with 0 help. Scam website

Very poor communication via emails. Messages from host were not coming through so we didn't know how to check in and they didn't know what time we were arriving. Even the messages from customer service do not come through. The booking confirmation email that I did receive contained an incorrect customer services email which bounced! Sainsbury's should be embarrassed of this partnership as the technical setup clearly has some major issues. Would never use again.

I have been waiting over 2 months for my nectar points to be refunded back to my nectar card after cancelling a booking with nectar hotels before the refund period. We should have had £300+ nectar points back in the account but for the last two months customer service and management have given me the run around at both Nectar Hotels, Nectar and Sainsbury’s the message is clear, they don’t care about customer loyalty in the slightest. We have called nectar hotels over 15 times. Asked for escalation to manager level and been given a pack of lies. “Wait 2 weeks, wait 3 weeks” it never happens they just lie lie lie! I hope Sainsbury’s considers ripping apart this partnership because it’s clear that Nectar Hotels couldn’t care less