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I’m frustrated

OpenTable canceled my DiningPoints without warning!

I have been an OpenTable user for several years now, although haven't actively made reservations from my account in a year (all my recent ones were done by my assistant)... when I went online today to book a reservation, I noticed that OpenTable had automatically canceled all of my DiningPoints, of which I had over 5000, because I hadn't made a reservation in the past 12 months... so, after making over 50 reservations, OpenTable just wipes out my account to zero... no warning email, no communication whatsoever to remind me to stay active by making a reservation. The fine print does say that your points expire if you are inactive for 12 months, but I would think that they would want their customers to accumulate points all the time, as it is a loyalty system... even United Airlines sends me emails reminding me about my frequent flier activity and point levels...

Now, i don't really care that much about DiningPoints (site says that 5000 DiningPoints entitles you to a $50 OpenTable Dining Cheque), but I just found it incredibly cold to see that when I logged in tonight to book a reservation. Had I known that this would happen, I could have easily made a reservation to keep the account active...

I would have thought that a web-centric company like OpenTable would be able to communicate with its loyal users to help them acquire loyalty points (that is what the system is for, I think)...

Has this happened to anyone else?
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  • I also find it hard to believe that they would simply wipe out your points if you didn't participate for a year. I'm an OpenTable user, so I am somewhat disappointed to hear that they would do this. Like you, I consider them pretty Web-centric and forward-thinking, but this doesn't sound very forward-thinking at all. Sounds like a really bad marketing decision.

    I have been attempting to contact people from OpenTable to find out how this process works, but they haven't responded to me. I am going to keep trying.
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  • I’m frustrated
    I have the same problem. I just logged in to my opentable account and saw that my points had expired. Frankly I would use OpenTable more often if more restaurants participated in their reservation system. I have a hard time believing that they are not able to implement an email reminder system for points expiration. I'm not happy about this current policy.
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  • I’m undecided
    I do not put much hope on hoarding Monopoly-like points...I would rather hope they put the effort on better UX, and more integrated open-web technologies to sync with my other online tools in order to maintain my loyalty... The fact they are not even yet in this system tells me something already.
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  • Let's see what reply I get from their customer service.

    Hi Opentable,
    I'm a huge Opentable fan. However I just looked at my account profile and saw that 1,200 of my dining points expired a few months ago. I was really surprised. I checked the terms and it says points "may" expire if I don't make a reservation for 12 months. I didn't realize that. I also didn't get an email or call saying that my points were about to expire. Would you kindly reinstate these points? I'd really appreciate it!

    Sincerely,
    Matthew
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  • Yeah, OpenTable points are pretty much worthless. To get a $20 check, you need 20,000 points in a year. That means eating at some spendy restaurant roughly every 2.6 weeks. If you eat out at expensive restaurants that often, $20 is nothing to you anyway. I do like the service because it lets me avoid yelling into the phone at snooty wait staff over restaurant din, but don't kid yourself... the "reward" system is worthless.
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