If you’ve been following along, you probably saw my thoughts on PointsHound last week. I was generally pleased with the booking process. I saw a few small glitches and didn’t end up on quite the right page every time but the site seemed pretty robust.
I’ve gone a few more rounds with the PointsHound site and have encountered a few bumps and bruises along the way. Nothing earth shattering, but definitely rose to a level of annoyance that would probably prevent me from continuing to use the site on an ongoing basis.
When I made my initial set of reservations I wasn’t able to get the exact date range I was looking for. Not a PointsHound issue, just a function of a sold-out property. A short while later my preferred property was showing availability for my required dates, so I zipped back over to PointsHound to adjust my reservations.
It took a minute to figure out where my existing reservations were. There’s really only one tab to interact with on the home page. The choices didn’t seem intuitive to me, but a quick click on “My Account” lead me to my list of existing reservations.
There’s a “Bookings” section on that page with all your pending reservations. I’d already made the reservation I needed, which meant I just needed to cancel the old reservation I had for the incomplete set of dates. I found that reservation amongst my list of pending reservations and tried to cancel it. Oddly, it was the only reservation that didn’t have an itinerary number listed. I got an error message asking me to call an 800 number.
I was only on hold for a brief moment before I was connected to someone who tried to help me. At this point I had 4 existing reservations but I only wanted to cancel one. The gentleman I was speaking to tried to cancel all of my reservations. I quickly stopped him from that and tried to give him the details of the one I wanted to cancel. It was a bit difficult since there was no itinerary, but after a few attempts it seemed like we were on the same page. Unfortunately, he told me he couldn’t cancel it and he’d need to connect me to someone else.
A few more minutes on hold and I was connected with a second person who asked me to confirm that I wanted to cancel all of my reservations. It seemed like I was starting at the some point again and needed to unwind the same ball of twine again. After about 5 minutes more she and I agreed on the correct reservation. A minute or so later she had my reservation canceled and had sent an e-mail confirming the cancelation.
As I sit here today, the reservation I canceled still shows as an active booking on PointsHound in “My Bookings”. I think I’m fine because I have an e-mail from the site telling me they canceled my reservation. But, I chewed up about 15 minutes dealing with this. No question that’s more time than I want to commit for the miles PointsHound is offering. I’m going to give it a few more tries before I make an informed decision, but so far I can say that YMMV (at least it has for me).