Le Club Accorhotels - A Club Help Needed-Missing Partner Points

I made a purchase last week at a Lenotre boutqiue in Paris. I targeted this purchase since it had been almost a year since my last A Club transaction and I wanted the miles from the purchase but also and especially to have a transaction that would re-start my 1 year requirement so my miles would not expire.

At the Lenotre cash register, the clerk did not know how to record the transaction on A Club without swiping my A Club card, which I didn't have. I showed her a printout of the webpage describing the Lenotre partnership but it was no go-I was told to call in my purchase to A Club.

I called the A Club and was told to submit a copy of my documents on the A Club webpage, which I have now done twice. Each time I get a message back which says they are "unable to manually track" my fax. Of course, there haven't been any faxes, and I don't have access to a fax machine.

What's the easiest way to get the points for the Lenotre purchase recorded, and also to get my pre-existing points, which have now expired, reinstated? Is there a physical address I could mail the documents to?

Thanks for any help you can provide.

I made a purchase last week at a Lenotre boutqiue in Paris. I targeted this purchase since it had been almost a year since my last A Club transaction and I wanted the miles from the purchase but also and especially to have a transaction that would re-start my 1 year requirement so my miles would not expire.

At the Lenotre cash register, the clerk did not know how to record the transaction on A Club without swiping my A Club card, which I didn't have. I showed her a printout of the webpage describing the Lenotre partnership but it was no go-I was told to call in my purchase to A Club.

I called the A Club and was told to submit a copy of my documents on the A Club webpage, which I have now done twice. Each time I get a message back which says they are "unable to manually track" my fax. Of course, there haven't been any faxes, and I don't have access to a fax machine.

What's the easiest way to get the points for the Lenotre purchase recorded, and also to get my pre-existing points, which have now expired, reinstated? Is there a physical address I could mail the documents to?

Thanks for any help you can provide.
Hello,

Your points would have expired anyway because you have to stay at least 1 night in one of Accor hotels in order to extend the validity of your points.

Concerning your missing points at Lenôtre, here is the terms&conditions:

"If the member notices that expected A|Club points were not credited to his or her account within a maximum period of six (6) weeks following a Lenôtre purchase, he or she may file a claim by filling in the claim for available on the a-club.com Web site (www.a-club.com => Customer support => Claims & Questions). The member should use this form to explain the reason for the claim and must also attach copies of relevant proof of purchase within a period of six (6) months following the transaction.
In order for the member to be credited with A|Club points, the bill corresponding to the claim must have been established in the name of the A|Club card cardholder."

Best wishes,
Dieu Anh

Hello,

Your points would have expired anyway because you have to stay at least 1 night in one of Accor hotels in order to extend the validity of your points.

Concerning your missing points at Lenôtre, here is the terms&conditions:

"If the member notices that expected A|Club points were not credited to his or her account within a maximum period of six (6) weeks following a Lenôtre purchase, he or she may file a claim by filling in the claim for available on the a-club.com Web site (www.a-club.com => Customer support => Claims & Questions). The member should use this form to explain the reason for the claim and must also attach copies of relevant proof of purchase within a period of six (6) months following the transaction.
In order for the member to be credited with A|Club points, the bill corresponding to the claim must have been established in the name of the A|Club card cardholder."

Best wishes,
Dieu Anh

Thanks for your response.

I re-read the T&Cs and there is a sentence stating that a hotel stay is required to extend the validity of points another year. That sentence is followed by this one:

"If the Member does not generate any transactions during a 365-day period, all A|Club Points on his or her account are lost without notice, and with no possibility to restore or transfer them."

So if a hotel stay is required, why the loose language about the impact of not generating points (of any kind)?

To restate my problem, I know well the page on Accor's website to submit claims. The problem is that the claims I've submitted now 4 or 5 times have not gone thru, and the persons receiving my claim keep sending me form responses about a missing hotel credit, when I am sending a partner purchase. I have asked several times that they clarify what information is missing or if the file can not be read, and I just get another email back mentioning hotel stays. By the way, the email is from an email address that can not be answered.

I've been doing this loyalty stuff a long time and making the customer jump rope to play along is contrary to what most programs see as their goal.

That said, it's great that Accor has someone on FT to address these and many other issues.

A|Club Terms & Conditions state that: "Validity is extended for 365 days each time a hotel stay is recorded on the Member’s account (excluding promotional Meeting Planner offers, courtesy bonus, adjustments and promotional bonuses). If the Member does not generate any transactions during a 365-day period, all A|Club Points on his or her account are lost without notice, and with no possibility to restore or transfer them."

Could you please send me your A|Club number through private message, I will contact the A|Club department and double check your Lenotre points claim.

Thank you very much!
Dieu Anh

Hello,

Your points would have expired anyway because you have to stay at least 1 night in one of Accor hotels in order to extend the validity of your points.



No chance of that rule being changed?

It just seems to be another reason not to stick with the Accor brand when their competitors offer far more flexible rules in their loyalty points programme.

A|Club Terms & Conditions state that: "Validity is extended for 365 days each time a hotel stay is recorded on the Member’s account (excluding promotional Meeting Planner offers, courtesy bonus, adjustments and promotional bonuses). If the Member does not generate any transactions during a 365-day period, all A|Club Points on his or her account are lost without notice, and with no possibility to restore or transfer them."

Could you please send me your A|Club number through private message, I will contact the A|Club department and double check your Lenotre points claim.

Thank you very much!
Dieu Anh

Repeating language I have already acknowledged reading insults my intelligence.

Thanks for the offer on help with my missing Lenotre points. For the few points involved, I'd prefer my anonymity. This is a little too tough for too little for me to worry about.

It is somewhat unusual to provide an online "concierge" and I congratulate Accor for that. Maybe down the road................

a bientôt!

Repeating language I have already acknowledged reading insults my intelligence.

I'm terribly sorry if my previous message seemed to be rude. In fact, I read your post too quickly and didn't see your sentence : "a sentence stating that a hotel stay is required to extend the validity of points another year". My apologies for the misunderstanding! To my mind, "transaction" has been used to shorten the sentence.

I'm terribly sorry if my previous message seemed to be rude. In fact, I read your post too quickly and didn't see your sentence : "a sentence stating that a hotel stay is required to extend the validity of points another year". My apologies for the misunderstanding! To my mind, "transaction" has been used to shorten the sentence.

You seem like a serious, polite person with a genuine interest in helping out Accor customers. I didn't read the rules carefully enough and my effort to keep my miles current was misguided.

My experiences at Lenotre and with the Accor webpage speak for themselves. I hope they fix those areas soon as you deserve to have a better system working behind you.