BEWARE: Pointshound.com cancels paid reservations and offers no explanations or apolo
#1
Original Poster
Join Date: Jul 2000
Posts: 1,265
BEWARE: Pointshound.com cancels paid reservations and offers no explanations or apolo
I booked four rooms to a three star hotel near Chennai Airports thru pointshound.com. Three separate reservations were supposed to reward 300 Flying Blue points
and fourth was for 100 AAdvantage miles. Price paid was 60 euros for each room so this was cleary not a mistake rate.
All reservations were instantly charged for.
Day after bookings were made I received three separate "Your reservation has been cancelled!" e-mails from [email protected] in which
Pointshound.com team advised me that they "are sorry to hear" that I "cancelled" my reservations. All three Flying Blue reservations were cancelled,
reservation that is supposed to earn AAdvantage miles is still active.
I e-mailed to Pointshound "customer service" and asked why those reservations were cancelled -- no reply! Called them and was only told that reservation was cancelled
"by an agent". They tried to tell that agent would not do such a thing without request from a customer, which is clearly not truth -- I know very well
that I did not request those reservations to be cancelled.
It is my theory that someone at Pointshound felt 300 Flying Blue miles to be way too generous for price paid and cancellation seemed as a easy way out from situation.
Since 3 reservations were prepaid at the time of booking, about 180 euros of my money is still not refunded. Booked new reservations on hotels.com.
I strongly advise to be very careful when booking hotels via pointshound.com. In my opinion they can act in a irresponsible and unpredictable manner.
and fourth was for 100 AAdvantage miles. Price paid was 60 euros for each room so this was cleary not a mistake rate.
All reservations were instantly charged for.
Day after bookings were made I received three separate "Your reservation has been cancelled!" e-mails from [email protected] in which
Pointshound.com team advised me that they "are sorry to hear" that I "cancelled" my reservations. All three Flying Blue reservations were cancelled,
reservation that is supposed to earn AAdvantage miles is still active.
I e-mailed to Pointshound "customer service" and asked why those reservations were cancelled -- no reply! Called them and was only told that reservation was cancelled
"by an agent". They tried to tell that agent would not do such a thing without request from a customer, which is clearly not truth -- I know very well
that I did not request those reservations to be cancelled.
It is my theory that someone at Pointshound felt 300 Flying Blue miles to be way too generous for price paid and cancellation seemed as a easy way out from situation.
Since 3 reservations were prepaid at the time of booking, about 180 euros of my money is still not refunded. Booked new reservations on hotels.com.
I strongly advise to be very careful when booking hotels via pointshound.com. In my opinion they can act in a irresponsible and unpredictable manner.
#2
Original Poster
Join Date: Jul 2000
Posts: 1,265
Almost a week later received answer from Pointshound.
It is extremely kind of them to make "exception", so my future bookings will not be cancelled. Oh wow! So nice!
"I'm reaching out to you in response to your concerns about your recent experience with booking your Hotel at PointsHound.com.
First, please allow me to apologize for the frustration you have encountered with this issue. Although our website is designed to be easy and flawless to book a hotel, like any other website of this nature, we also have implemented some security checks to protect you our customer, as well as PointsHound as a business, and it’s for these reasons, your bookings were cancelled.
I appreciate that you expect us to provide you the exact reasons why the 3 bookings were cancelled, however, there are a number of factors that can lead to this. To give you an idea, this may be due to information provided for the credit card, billing address, booking information etc. The exact reason for cancellation is not shared with us. This too is to protect our customers. Making sure their information is secure and confidential.
[name removed], once again, on behalf of PointsHound, I would like to offer our sincere apologies for the experience and frustration you encountered while attempting to book your hotel room. We have discussed this matter with our Risk Team and they have made an exception. I’m happy to let you know, the next booking you make with us, you will not encounter same problems.
Again, thank you for bringing this matter to our attention, and we hope that you will give us another opportunity to make your next experience better and to your satisfaction."
It is extremely kind of them to make "exception", so my future bookings will not be cancelled. Oh wow! So nice!
"I'm reaching out to you in response to your concerns about your recent experience with booking your Hotel at PointsHound.com.
First, please allow me to apologize for the frustration you have encountered with this issue. Although our website is designed to be easy and flawless to book a hotel, like any other website of this nature, we also have implemented some security checks to protect you our customer, as well as PointsHound as a business, and it’s for these reasons, your bookings were cancelled.
I appreciate that you expect us to provide you the exact reasons why the 3 bookings were cancelled, however, there are a number of factors that can lead to this. To give you an idea, this may be due to information provided for the credit card, billing address, booking information etc. The exact reason for cancellation is not shared with us. This too is to protect our customers. Making sure their information is secure and confidential.
[name removed], once again, on behalf of PointsHound, I would like to offer our sincere apologies for the experience and frustration you encountered while attempting to book your hotel room. We have discussed this matter with our Risk Team and they have made an exception. I’m happy to let you know, the next booking you make with us, you will not encounter same problems.
Again, thank you for bringing this matter to our attention, and we hope that you will give us another opportunity to make your next experience better and to your satisfaction."