Booking cancelled without knowledge or consent

I am seriously disappointed with The Holiday Club at the moment. I posted a work order on your web site first to get some feedback on a serious issue here. I did not want to go on to social media as I feel that you should be given an opportunity to respond professionally. But this has not worked, so I am now going to try here. Failing this, the ombudsman will hear from me.

Here is the background on this issue. Last year in September, I logged on to your web site and booked myself and my family a full week at Dikhololo, specifically unit C1 during March this year, 2019. One thing to note here is that at the time of the booking, there was a special on the web site that gave a discount on in the number of points needed to make the reservation. This is a wonderful idea and left me some points for another holiday later. The reservation was confirmed, points deducted and the associated documentation received for the booking via email. As this is during a peak time, the number of points we spent was very high.

Come January this year (2019), I received some documentation via post, nothing via email. To my surprise, the first page of this documentation stated that my reservation had been cancelled. Yes, cancelled. Knowing that I did not initiate this, I went cold. The second page informed me that the points spent on this holiday was refunded to me. The third page then displayed another reservation, fortunately at the same resort with a unit of same occupancy value, but at a completely different unit.

The fourth page displays this 'new' reservation's points being deducted from the new balance, but at a higher rate, without the web site discount. The fifth and final page displayed the current point statement, along with a 'credit' of the point difference in the bookings, which expires at the end of 2019. These points specifically should only expire in a 2.5 years time.

This leaves me stunned, disgusted and really worried about The Holiday Club. You can change a person's bookings and do transactions to a client's account without their knowledge or consent. If this is possible, that indicates a serious lack of security in your business where everyone's account can be tampered with.

While I would have been happy with an explanation and an apology from The Holiday Club, I am now going to insist that my previous booking at C1 be restored and the points that are now going to expire be amended to expire when they should.

A simple telephone call asking if you could do this would have prevented this. To other Holiday Club members, please check your balance regularly