Change from great service to pathetic!

The exceptional rewards program was exceptional until the recent changes. The booking process was smooth and efficient. It's now complicated, time consuming and down right stupid. I first phone to check for availability, then email Linda Naidoo to ask for the booking to be made. Linda then emails the hotel to request that they make the booking. The hotel replies to say they will do so. Linda emails me to say the hotel will make the booking and send me a confirmation. I receive no confirmation so I phone central reservations again. I then get a confirmation from Linda. This whole process takes around 3 days only to find that the booking is incorrect. I can assure you that I will not be renewing my membership to this rewards program as this system is just stupid. I have introduced family members to the program as well and they were up for renewal and opted not to renew due to this poor level of service. Why on earth would you change what was a really good and efficient booking system to something so dumb. Take a long hard look at this soon or you're going to lose alot of members.