SouthWesterner
Jan 20, 12, 10:10 am
I must apologise for making my first post on FlyerTalk an unhappy, moaning one. I've been lurking on FT for some time now and hope to make some happier contributions in the future!
I'm hoping the Accor Concierge can help me obtain the bonus points that I am due from the "More Locations, More Quality" Promotion. Unfortunately, Customer Services have proved useless when contacted by web and telephone and have just sent me a very deceptive reply, refusing to credit my account with the bonus points, that makes absolutely no sense!
The terms of the promotion can be found here:
http://www.a-club.com/en/members/index-offer-detail.html?promoId=5515&promoDir=promo
As you can see, this promised 4x bonus points on stays at new Mercure hotels in the UK between 25th October – 8th December 2011. The promotion also stated that it ran concurrently with Accor's global ‘Jackpot Days’ offer. "This means, if you book an eligible stay including a Friday, Saturday or Sunday night you will also receive additional X2 points!"
The terms and conditions include, inter alia, Mercure Wolverhampton Goldthorn and Mercure Chester East as qualifying hotels.
I stayed at Mercure Wolverhampton Goldthorn Hotel on 11th November for one night and 25 November for one night, and at Mercure Chester East on 3 December for one night. All of these stays should qualify for 4x points (booked between 01/11/2011 and 08/12/2011, stayed between 25/10/2011 and 08/12/2011)
The Terms and Conditions stated that bonus points should post by 5 January 2012 at the latest. They didn't.
So, I contacted Customer Services through the web. "Wait a full month", I was told. So, I dutifily waited. The 8th January came and went. No points. So, I contacted A-Club again through the web. No response. None. So, I called Customer Services up on the 17th. A very confused gentleman promised to refer it to the promotions team. No help. Finally, I contacted A-Club through the web again on the 19th and received the following reply, which I find quite incredible!
Dear Mrs SouthWesterner, [it should be Mr, but what the hey]
We have well received your e-mail dated January 19th 2012 and we thank you for the time taken writing to us.
As you know, your A|Club card allows you to earn A|Club points based on your expenditure before tax as paid to the hotel during your stay.
However, your stay in a participating hotel, here Mercure Wolverhampton Goldthorn, does not entitle you to a bonus points credit.
According to the General Terms and Conditions, you cannot accumulate promotions, and as you have already benefited from the offer "Jackpot days" you aren't eligible for our promotion "More Locations, More Quality".
Consequently, we cannot respond favourably to your request.
Best regards,
I'm afraid I got rather :mad: in my subsequent response to this, which I have just sent back through the A-Club webform (why do you not have an email address that allows replies?!)
As I pointed out, AGAIN, the terms specifically state that:
In addition, this offer runs in conjunction with our global ‘Jackpot Days’ offer. This means, if you book an eligible stay including a Friday, Saturday or Sunday night you will also receive additional X2 points!
So, as all stays were Fridays or Saturdays, I should be entitled to 6x points on the first two (but not on the stay in Chester, as this took place after the end of the Jackpot Days promotion)
As I also pointed out, the latest reply implies that no-one could possibly benefit from this promotion. If A-Club decided to credit them with 2x points for Jackpot Days (which I received), it would be impossible to get the 4x points from the concurrent "More Locations, More Quality" promotion.
I'm rather reaching the end of my tether now. It should not be this difficult to get someone to read their own terms and conditions and apply them. It hardly inspires much loyalty. Honestly, I probably wouldn't have chosen these properties if not for the promotion...
Please could the Accor Concierge assist me in getting this sorted out?
Many thanks.
I'm hoping the Accor Concierge can help me obtain the bonus points that I am due from the "More Locations, More Quality" Promotion. Unfortunately, Customer Services have proved useless when contacted by web and telephone and have just sent me a very deceptive reply, refusing to credit my account with the bonus points, that makes absolutely no sense!
The terms of the promotion can be found here:
http://www.a-club.com/en/members/index-offer-detail.html?promoId=5515&promoDir=promo
As you can see, this promised 4x bonus points on stays at new Mercure hotels in the UK between 25th October – 8th December 2011. The promotion also stated that it ran concurrently with Accor's global ‘Jackpot Days’ offer. "This means, if you book an eligible stay including a Friday, Saturday or Sunday night you will also receive additional X2 points!"
The terms and conditions include, inter alia, Mercure Wolverhampton Goldthorn and Mercure Chester East as qualifying hotels.
I stayed at Mercure Wolverhampton Goldthorn Hotel on 11th November for one night and 25 November for one night, and at Mercure Chester East on 3 December for one night. All of these stays should qualify for 4x points (booked between 01/11/2011 and 08/12/2011, stayed between 25/10/2011 and 08/12/2011)
The Terms and Conditions stated that bonus points should post by 5 January 2012 at the latest. They didn't.
So, I contacted Customer Services through the web. "Wait a full month", I was told. So, I dutifily waited. The 8th January came and went. No points. So, I contacted A-Club again through the web. No response. None. So, I called Customer Services up on the 17th. A very confused gentleman promised to refer it to the promotions team. No help. Finally, I contacted A-Club through the web again on the 19th and received the following reply, which I find quite incredible!
Dear Mrs SouthWesterner, [it should be Mr, but what the hey]
We have well received your e-mail dated January 19th 2012 and we thank you for the time taken writing to us.
As you know, your A|Club card allows you to earn A|Club points based on your expenditure before tax as paid to the hotel during your stay.
However, your stay in a participating hotel, here Mercure Wolverhampton Goldthorn, does not entitle you to a bonus points credit.
According to the General Terms and Conditions, you cannot accumulate promotions, and as you have already benefited from the offer "Jackpot days" you aren't eligible for our promotion "More Locations, More Quality".
Consequently, we cannot respond favourably to your request.
Best regards,
I'm afraid I got rather :mad: in my subsequent response to this, which I have just sent back through the A-Club webform (why do you not have an email address that allows replies?!)
As I pointed out, AGAIN, the terms specifically state that:
In addition, this offer runs in conjunction with our global ‘Jackpot Days’ offer. This means, if you book an eligible stay including a Friday, Saturday or Sunday night you will also receive additional X2 points!
So, as all stays were Fridays or Saturdays, I should be entitled to 6x points on the first two (but not on the stay in Chester, as this took place after the end of the Jackpot Days promotion)
As I also pointed out, the latest reply implies that no-one could possibly benefit from this promotion. If A-Club decided to credit them with 2x points for Jackpot Days (which I received), it would be impossible to get the 4x points from the concurrent "More Locations, More Quality" promotion.
I'm rather reaching the end of my tether now. It should not be this difficult to get someone to read their own terms and conditions and apply them. It hardly inspires much loyalty. Honestly, I probably wouldn't have chosen these properties if not for the promotion...
Please could the Accor Concierge assist me in getting this sorted out?
Many thanks.