Other Hotel Programs - A-Club Platinum renewal

A month ago I had an email from A-club telling me that I've been awarded Platinum for another year. I've stayed about 10 nights in the last 12 months. Tonight I've had an email saying I'm now Silver - wouldnt mind but Ive just booked 6 more nights! Anyone else experienced this nonsense?

A month ago I had an email from A-club telling me that I've been awarded Platinum for another year. I've stayed about 10 nights in the last 12 months. Tonight I've had an email saying I'm now Silver - wouldnt mind but Ive just booked 6 more nights! Anyone else experienced this nonsense?

Same here, last year i was a gold member, last monthed they mailed me they renewed my gold status. An hour ago i was e-mailed i now am a silver member..... :mad:

Same here, last year i was a gold member, last monthed they mailed me they renewed my gold status. An hour ago i was e-mailed i now am a silver member..... :mad:

I'm bleeding fuming! Its the principle really - I stayed in Novotel Amsterdam last week for 4 nights - worst mattress ever - had to pay for an upgraded room after the first night as the standard bed gave me a bad back. Huge rennovation going on - website advertises gym, restaurants and bars that don't yet exist but I went there expecting them - I only stayed out of some sense of loyalty.

A month ago I had an email from A-club telling me that I've been awarded Platinum for another year. I've stayed about 10 nights in the last 12 months. Tonight I've had an email saying I'm now Silver - wouldnt mind but Ive just booked 6 more nights! Anyone else experienced this nonsense?

I've gone through the exact same issue today - the only difference is that I booked 5 nights before having my level changed to Silver. Even the a-club website now reflects a Silver status.

I understand that I didn't make enough points to requalify at Platnium this year, but as you said, it's the principle.

I've gone through the exact same issue today - the only difference is that I booked 5 nights before having my level changed to Silver. Even the a-club website now reflects a Silver status.

I understand that I didn't make enough points to requalify at Platnium this year, but as you said, it's the principle.

Same here :( And I also booked 8 nights last week but it will definately be my last nights with Accor

Accor really do know how to treat their guests :td:

Same situation, went from promised Platinum in September to current Silver. Spoke to customer service, told to fax original confirmation of status and would be manually processed to earlier promised status.

IMO, Accor still has some serious customer service issues, but they are trying hard to make it work.

Same with me. Former "Sofitel Privilège"-member, became platinum from the a-club start, received confirmation email on oct 1st for "another year of platinum", today they are telling me that I have, "congregulations", reached silver-status - and have got a new number and please, don't use your old card in our hotels, as it will no longer be accepted. And in the meantime? Don't stay at any of our hotels until you have received a new card? Why changing the numbers? This will bring up another cause for talking to customer support. Who might be in charge at Accor for this program? Why am I just thinking of a 21 year old son of a ... must be another story ...

slightly different situation for me but still showing how stupid they may be sometimes. I was platinum and really requalified.
- ^ On oct 1s I received an e-mail saying that I requalified for another year of platinum and that I would receive my new card within 2 weeks (number unchanged, which is a great improvement compared to Sofitel privilege when you were changing number every year or every 2 year). So this e-mail was accurate. But as of today (nov 3) the new card has still not arrived.
- :confused:Yesterday (nov 2), I received another e-mail saying this time "welcome among our platinum members - thanks to your loyalty you become today A club platinum and you will receive your new card within 2 weeks (number still unchanged).

So who knows, I may receive a new card for next summer...
It reminds me when they launched Aclub. They said to all Sofitel privilege card holders that we would be automatically A club plat and when you were registering for the new program, you were registered at the lowest tier (with a card number) and then 2 weeks later you were receiving a new e-mail with a plat card (with another number). At that time I remember I contacted the customer service and they didn't seem to understand why people were getting confused :rolleyes:

Wow, this sounds like a royal f### up :td:

Getting 10+ messages some weeks ago was bad but this sounds ridiculous.

As we don't have lurker from Accor in this forum I'd suggest those of you affected post some messages here (http://feedback-en.accorhotels.com/) and of course contact Accor directly if you can be bothered :(

After complaining yesterday morning to customer service "being platinum again and then downgraded to silver" and sending them a screenshot of the "platinum again"-mailout I was phoned by customer service yesterday afternoon (european time). Was told, website will be down on wednesday and on thursday "platinum" status will be on my account again. Perhaps you fellow platinum-again-folks might check your own account tomorrow as well.

I took advantage of the Suite Dreams offer that was emailed to me in July. I stayed one night in a Prestige Suite at the Sofitel Los Angeles. I was promised triple points and another year of Gold status as part of the promotion.

I didn't get triple points, and now I find myself downgraded to Silver. Customer Service are useless. They want me to send them the email they sent me. Don't they know what stuff they send out? Can't they see on my account that I had a stay on the Suite Dreams promotion rate?

Customer Service point black refuse to provide an email contact address, and I can't use the form on their website as it has been down for maintenance all day with no sign of returning.

I've had similar problems trying to get missing credits posted, and gave up in the end. A-Club is just about the most badly organised promotional product I think I've ever come across, and the staff are borderline rude in their email replies.

slightly different situation for me but still showing how stupid they may be sometimes. I was platinum and really requalified.
- ^ On oct 1s I received an e-mail saying that I requalified for another year of platinum and that I would receive my new card within 2 weeks (number unchanged, which is a great improvement compared to Sofitel privilege when you were changing number every year or every 2 year). So this e-mail was accurate. But as of today (nov 3) the new card has still not arrived.
- :confused:Yesterday (nov 2), I received another e-mail saying this time "welcome among our platinum members - thanks to your loyalty you become today A club platinum and you will receive your new card within 2 weeks (number still unchanged).

So who knows, I may receive a new card for next summer...
It reminds me when they launched Aclub. They said to all Sofitel privilege card holders that we would be automatically A club plat and when you were registering for the new program, you were registered at the lowest tier (with a card number) and then 2 weeks later you were receiving a new e-mail with a plat card (with another number). At that time I remember I contacted the customer service and they didn't seem to understand why people were getting confused :rolleyes:

The saga continues :D : 3rd e-mail today to say (again, 2 days after the last one) that I will receive my new plat card within 2 weeks...

After complaining yesterday morning to customer service "being platinum again and then downgraded to silver" and sending them a screenshot of the "platinum again"-mailout I was phoned by customer service yesterday afternoon (european time). Was told, website will be down on wednesday and on thursday "platinum" status will be on my account again. Perhaps you fellow platinum-again-folks might check your own account tomorrow as well.

:( so, the site was down as promised. after that I logged in - and was still silver and just received an email telling me that my "welcome you are a silver member"-card will arrive in two weeks time - again ...

How many times can a program shoot itself in the foot. Accor seems to be working hard to achieve the record. Points not posting, poor customer service, little or no status differentiation or recognition.

Pleasantly surprised to hear I was granted Platinum again with the card to follow in 2 weeks after a number of stays in 2009. Granted I didn't have the required stays to earn it.

None the less, for a program struggling to find itself and in light of the fact that Platinum doesn't mean or earn much, it could have been a nice gesture instead of another screw up. It might have resulted in more stays at Accor properties.

Customer service promised a manual upgrade to Platinum after faxing the original email, but received yet another email confirming Silver with the card promised in 2 weeks.

How many times can a program shoot itself in the foot. Accor seems to be working hard to achieve the record. Points not posting, poor customer service, little or no status differentiation or recognition.


It seems hard to beat them :D

Everyday brings new surprises wit A-Club :td:
In contrary to what I have written in my posts above and what was written in all the e-mails I received from Accor, it seems that the card numbers are changing every year when you have a status (as it was the case with Sofitel privilege guest card). I was unable tonight to make a reservation with my A-club number because the system said my card has expired :mad:
Why don't they do as all airlines : you always keep the same card number and they just change your status if needed... But it's may be to simple for them:confused:

Interesting, my card number stayed the same after they renewed my gold. And is the same on all the new gold cards they sent me.

I think it is this way: status change brings up a new number (new card, hopefully already arrived when travelling, don't you dare to use your old card instead, "it will not be accepted" :-) and status kept - the number stays the same. Nevertheless, even if the number change, the important part of the digits stay the same, it is just the first part (status code?) and therefore the last digit (controlldigit) which change.

I think it is this way: status change brings up a new number (new card, hopefully already arrived when travelling, don't you dare to use your old card instead, "it will not be accepted" :-) and status kept - the number stays the same. Nevertheless, even if the number change, the important part of the digits stay the same, it is just the first part (status code?) and therefore the last digit (controlldigit) which change.

In my case, I don't change status and the e-mail I received were mentioning my usual number as "new number" (so normally no change). So I think, I need to contact their customer service...:mad:

Just to follow up on this, I called in and mentioned receiving two emails. The CS rep said they were aware of many calls being made about the issue and then said that I should send in a screenshot via the website of my platnium renewal and my silver status email. Of course, the web form only allowed one screenshot to be added, but at least it is something.

If I hear anything, I'll post again.

I sent a message friday morning via the web form with a scan of the 3 e-mails I received, but still no answer tonight (monday evening) :rolleyes:

In my case, I don't change status and the e-mail I received were mentioning my usual number as "new number" (so normally no change). So I think, I need to contact their customer service...:mad:

I sent a message friday morning via the web form with a scan of the 3 e-mails I received, but still no answer tonight (monday evening) :rolleyes:

still no answer today so I finally called the customer service (0.15 €/min for Accor incompetence :td:). They said that my new card has been sent yesterday :rolleyes:, no matter it should have been already sent 1.5 month ago. They confirmed that I still have the same membership number and the reason why my card is declined when you make a booking on the web site ("your card has expired") is due to a bug in their system. They said that it will take about 2 weeks to correct it (knowing that it's been here for more than a week already).:td:
Amazing !

=Goldorak;12817516]still no answer today so I finally called the customer service (0.15 €/min for Accor incompetence :td:). They said that my new card has been sent yesterday :rolleyes:, no matter it should have been already sent 1.5 month ago. They confirmed that I still have the same membership number and the reason why my card is declined when you make a booking on the web site ("your card has expired") is due to a bug in their system. They said that it will take about 2 weeks to correct it (knowing that it's been here for more than a week already).:td:
Amazing !


Similar story here. I've sent the copy of my platinum email three times and called twice. I've been chasing this for two weeks now. I was assured the issue would be sorted by the end of this week. eerrr...nope I'm still silver and I still can't make bookings using my a-club number. Last time I called I was told the fix has to be done manually on each account..so the agent pushed mine through as high priority...6 days later and it hasnt made a blind but of difference.

I'm still waiting to book 5 nights with Sofitel. In the meantime I stayed three nights in a Westin last week...it was rather nice..they upgraded me to Executive floor even though I have no status and I didnt even ask. When I emailed them and said I was having trouble getting in to my SPG account, they replied within 6 hours and reactivated my dormant account. Worlds apart in customer service..seriously thinking about jumping ship

And if anyones expecting a reply to the emails you send explaining your woes with Platinum, don't hold your breath. Apparently, so the agent tells me..policy is that they don't reply to those emails...well...why would you bother replying to your top tier...miaow

What a mess. Generally I am actually quiet fond of A-Club but my card number (Platinum renewal with the same number) was also refused when I tried to make new bookings and all credits have stopped since.

Even if this is a bug one would have imagined that it takes a day to fix, never a good idea blocking your top tier customers from making new bookings :td:

UPDATE: It took 12 hours to get missing points credited which is pretty good. Though my card still does not allow bookings.

Yes, no "back to the promised platinum" for me either. But finally my "chic picnic" points have posted (stay was in mid june). Therefore I received three mails yesterday during five minutes. First: "You are silver, here is your current account" (they told me that already two or three weeks ago), second: "we honor our loyal customers, you are now gold" (due to the chic picnic points) and the third: "welcome to a club as a new member" ??? So, I now have three numbers and under all three I cannot make bookings. So hopefully the new bug will be cleared shortly. A last weekend stay had therefore to be switched to IHG.

Finally, a guy from Accor nicely called me this morning ^ to apologize about all the problems related to status renewals/new cards mailing, confusing e-mails and the bug on their web site which refuses the card numbers. He also thanked me for my loyalty and said that my new card has really been sent and should arrive very soon. The bug on their web site should be fixed very rapidly. He said also that they were really caring about the comments given on the internet and that they are working to improve the program and the various problems. I really appreciated this personnal call because now I had the proof that they are listening and seem to care