I had same issue with never getting a confirmation email. I wanted to cancel the hotel room but the hotel said I had to go through SW (ie Bookings). I paid extra at time of reservation in order to have a refundable room (with covid out there I was worried I might need to cancel or something else might come up--which did). I used the concierge phone number provided above and got an AI bot asking for my confirmation number which I don't have. I kept keying in 0 and after several go rounds the AI gave me a live person to talk to. She confirmed it was a refundable room reservation since I was cancelling several days before the deadline. She asked several questions and cancelled the reservation (for which I did get a confirmation email). I have used SW hotels in the past without a problem. I won't use SW Hotels again without saving a PDF or screen shot of the reservation screen. I have been using SW hotels in order to get the Rapid Reward points btw.
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