I stay at this hotel quite a bit, both for points and cash. It is kind of my home when I am in Copenhagen. I have always found them to be rather on the accommodating and flexible side of customer requests, and weird bookings. Then again I had never had the certificates for my point bookings fail to appear.

I don't know exactly what transpired in this case, and why it spiralled this much out of control. But I am not going to change my bookings based on one case. But I'd be curious to see if there will be more cases coming.