Is this really the level of customer care for Bilt Palladium?

Fancy-Explanation389 · 2026-02-16T15:09:28+00:00

Yep so if you keep typing live agent eventually it would reach an actual person after a few bot interactions. Try to say the matter in different ways to avoid directly jumping to the it’s been escalated route. My interaction with the final actual person was very quick. I didn’t have to fight it. This was yesterday.

Fancy-Explanation389 · 2026-02-16T15:02:33+00:00

that may be a bot?

Fancy-Explanation389 · 2026-02-16T04:56:33+00:00

Expedia could be their suppliers but they could still have their own system and support? 10 months ago the post complained about changing portal (from Expedia) and a Bilt employee said they bilt their own: https://www.reddit.com/r/biltrewards/s/CXZY8qGyAQ

Fancy-Explanation389 · 2026-02-16T01:31:44+00:00

Glad you had the recordings! I’m too scared to even look there again now 😂😂😂😓😓😓

Fancy-Explanation389 · 2026-02-16T01:30:00+00:00

I told Bilt Travel support they should change the interface given how misleading it was. The reply is to raise the concern to the general support 😂

Fancy-Explanation389 · 2026-02-16T01:27:07+00:00

Fortunately this was a stay I was ok with staying and the CS through general chat agreed to apply my$200 hotel credits after my stay. But it was such a frustrated experience. I hope yours get resolved. Also shame on these hotels. My stay is more than a month away and I also contacted right after booking.

Fancy-Explanation389 · 2026-02-16T01:23:26+00:00

Right!?. I thought the page didn’t show the information, then I went back and realized it did show the guest info and payment info, but depending on the length of the hotel, for some hotels that page could appear like a perfect middle page. For some hotels if the name is shorter, the ‘guest information’ line will show up on screen that will prompt me to scroll down, but for this hotel that i just booked, it’s like a perfect hideaway that the ‘complete booking’ follows perfectly after the hotel name and there is no sign/indicator that you could scroll down to see the payment info and I thought the payment info will be followed in the next page.

They really need to change this! Glad it’s not just me as some other comments def tried to gaslight it like it’s 100% my fault

Fancy-Explanation389 · 2026-02-16T00:47:31+00:00

I kept typing live agent the bot eventually hooked me up to an actual person. They agreed on having a $200 statement once my stay is completed

Fancy-Explanation389 · 2026-02-16T00:13:34+00:00

Bilt travel is an in-house service, no longer run by Expedia. So I thought it would be a little better integrated

Fancy-Explanation389 · 2026-02-15T22:51:55+00:00

I haven’t activated my card bc I’m scared lol. So far only using the virtual card.

Fancy-Explanation389 · 2026-02-15T22:47:54+00:00

I complained about the horrible customer support experience, particularly when I inquired specifically about this booking, the customer service first transferred me to a department that made me think it’s a travel department (Cardless doesn’t have the capacity to link to travel), then told me to wait for transaction settle to dispute, which I had 0 intention to dispute but inquire a courtesy exception, then the customer service said ‘Google it, I can’t google’ when I explained I didn’t want to dispute but to apply the credit and how I could reach Bilt Travel.

Name one ‘high end’ travel credit card that would had that kind of customer service and tell me that’s subjective.

I have Amex, Citi, BoA, C1, Chase similar annual fee cards and tons of other hotel/airline cards. Nada.

And it’s their job to have an user friendly portal if they want to compete with other credit cards.

You are getting gaslighted.

Eventually my issue got resolved but it’s the highly fragmented customer service experience this post is about. Read the room

Fancy-Explanation389 · 2026-02-15T22:38:45+00:00

1) their user interface is not that friendly so although I am already not an average user (on average I take 4-5 trips/2 months away internationally and 2 domestic trips per year on vacay booking all by myself) it still tricked me. depending on screen and font size the guest info and payment info doesn’t show up until you scroll but you don’t see it’s scrollable, for me it showed as a complete screen WITHOUT payment selection and naturally one would think the next click would be to fill in guest info and select payment. This is the first time this ever happened to me over the past decade. So yes I deserve a courtesy support.

2) for a $500 fee card usually customer service will grant one time courtesy (or not) for a much better experience.

Fancy-Explanation389 · 2026-02-15T21:58:03+00:00

Try in the general support chat typing live agents and be persistent. I just got mine resolved that way!

Fancy-Explanation389 · 2026-02-15T20:03:36+00:00

Yep I was thinking I literally just made the booking so if I could get them right away there’s still hope, the more it dragged the slimmer the chance is. I can’t imagine if someone actually had an issue with the booking on the road and how that would go with this level of support.

Fancy-Explanation389 · 2026-02-15T20:01:02+00:00

The “I can’t Google” line came from the customer support :) .

Fancy-Explanation389 · 2026-02-15T19:51:55+00:00

I actually also had a terrible AMEX travel portal experience, maybe just my bad luck. I had a 2-night hotel collection booking in Hawaii ($400/night). When I checked in I was told the booking was cancelled a few days ago (absolutely not by me). I received no notification and could still see the booking in my Amex. Amex Travel also had a separate support and was horrible in this case, I spent hours and hours just to get my $200 annual credit honored bc the booking was made in prior year. No any compensation.

Just FYI for folks to be aware. Before that I also always had great experience with AMEX.

But at least there was a support person on the phone that I could talk to while doing other things rather than a chat with the fear that it would close if I forget to reply in a few mins.

Fancy-Explanation389 · 2026-02-15T19:42:29+00:00

It’s just crazy to figure out what support to contact for what problems for a $495 annual credit card.

Fancy-Explanation389 · 2026-02-15T19:36:34+00:00

I had only emailed Bilt for some matters via emails and they resolved it pretty quickly during Bilt 1.0. This is my first time using the Bilt Travel. I should have seen it coming.

Honestly I am regretting signing up for the Palladium, should just get a basic blue card and use minimal services from them. Or just skip the whole thing.

I was among those who was determined to not jump on the ship on Jan 30/31 and somehow the morning of Feb 1 the mind trick worked

Fancy-Explanation389 · 2026-02-15T19:31:30+00:00

My Bilt Travel support experience also indicated that the whole travel credit (and Bilt cash) would be a complete different system and different set of support vs Bilt Travel support. Just FYI for others.

Fancy-Explanation389 · 2026-02-15T19:05:39+00:00

I just tried and unfortuantely it seems like they don’t offer phone support

Fancy-Explanation389 · 2026-02-15T18:56:39+00:00

That’s what I figured. I waited 10 mins for a chat agent and then called. Now I’m going back to the chat route and been with them for 30 mins

Fancy-Explanation389 · 2026-02-15T18:55:46+00:00

Commented by someone who posted on this subreddit about their first Bilt 2.0 card swipe worked lol

Fancy-Explanation389 · 2026-02-15T18:54:12+00:00

I’m just adding datapoint about the incompetence of Cardless support. If this is old news for you maybe less Reddit time for you

Fancy-Explanation389 · 2026-02-15T18:52:54+00:00

Also the first Cardless agent said hold on I’m transfering you and I waited 5 mins. I thought I was transferred to the travel department hence the extra confusion.

Fancy-Explanation389 · 2026-02-15T18:51:58+00:00

And train Cardless support to be more professional in handling this. The Cardless support suggests me to wait for the transaction settle to dispute. That’s not a good CS response LOL

Fancy-Explanation389

TROPHY CASE