otel automated ***** detection system

<p>I made a booking using the otel booking system. I immediately got a confirmation of the booking and about 8 hours later I got an automated email notifying me that the booking has been reversed by an automated ***** detection system. This was quite shocking as the transaction was not ********** and was made through a bank system that pre-authenticates the credit card via a mobile phone application. On responding to the email, I clearly stated that this is not a ********** transaction as a result metglobal should please reinstate my booking . I got a respond from "Sercan Dosdogru" a senior ***** specialist at metglobal who made it known that this is an automated process and there is nothing that can be done about it. In addition he indicated that I had to go do a new booking to get the rooms I previous booked back.</p> <p>In my mail, I made it clear that this is bad customer service as it is quite unclear the criteria used by the ***** detection system to reverse this booking, and if this was going to be done the customer should have been given a chance to provide proof of authenticity, like most other companies do. The transaction should not have been put through only to reverse it based on an assertion by an automated error prone system. In addition this system could have flagged the transaction as a suspected ********** transaction and contacted the client for feedback within a given time window, it can then act on the booking and reverse it based on the response.</p> <p>As a result of this system's action I now have to pay an additional 200 dollars due to the festive season rush on a transaction I already completed. I sent further emails to the ***** group with no respond till now over 24 hours later. In my mind it looks like this was an elaborate attempt to inflate the prices and make customer pay more for goods they have already purchased at a lower price.</p>