Le Club Accorhotels - Le Club details not passed to a hotel for an online booking?
Aug 2, 12, 2:23 pm
About a week ago I booked a stay in a Mercure hotel. I booked it online, through accor.com, having logged into the website. The booking correctly showed up in the "Current Reservations" section of the website when logged in with my Accor Le Club details. I've just checked now, and it's in the History section, so the website definately has it associated with my Le Club membership.
However, when I checked in, they had no record of my Le Club details on the booking! No Le Club membership number, no knowledge of my status, nothing :(
Sadly I didn't have my current membership card with me to show them (new one is in the post). When I queried the empty box on the checkin paperwork, they grudgingly agreed to look up my membership number online based on my email address, at a later date, so I'm hoping I will get the credit for the stay. No status recognition though, as they didn't have my details.
It seems very odd that for a website booking that's associated with my account, the hotel have no record of my Le Club details. Did I just get unlucky this time, or is it a common problem that I need to pay close attention for in future? (FWIW, neither Starwood nor Hilton have ever lost my membership details between a website booking and getting to the hotel checkin, which is why I found it so unusual that Accor did so)
Aug 2, 12, 10:51 pm
This used to be a very common and annoying problem with Accor as, in the past, it seemed that all hotels had a more or less "independent" IT system poorly connected to the central one. But they corrected this, at least for the upper scale brands (Sofitel, Pullman, Novotel, etc). But obviously not everywhere because you had a problem.
In any case, don't be too much disappointed because there is no status benefits at all at Mercure. So in your case, the only pratical consequence I see is that the points won't get automatically credited, so you'll have to ask for this on the web site. Annoying of course but not a big issue at the end.
But, a personal advice : for a trip, always travel with the cards you need (airlines/hotel programs). You never know ;)
Aug 31, 12, 8:13 pm
The same here! I already regret having renewed my Accor Le Club card once more. After 11 years of loyal (paying) membership (of Accor Favorite Guest, A-Club and now Le Club) I really feel it's not worth it anymore. The booking service has not improved, loyalty status and membership number are not passed to the hotel automatically, and since a few weeks it is impossible to find your points history on the membership website, making it impossible to track if points have indeed been credited as promised. Moreover the mid-scale hotels don't seem to offer any loyalty andvantages anymore: on various occasions the price quoted was exactly the same for me as a paying member and for friends using the free membership loyalty card when booking Novotel. Moreover Novotels in the UK don't offer a welcome drink or a free upgrade to executive rooms anymore even if the rooms are available. This begs the question: what's the point to pay EUR170 for the loyalty card if all the benefits from the past (better prices, welcome drinks, free upgrades) have been stripped for Novotel customers and half of the chain's desk staff is unaware of the different cards (paying/free).
Aug 31, 12, 8:57 pm
I had that problem, i booked a night in a Mercure a couple of weeks ago to make up for spending the previous 4 nights in an Ibis but when it came to points posting even though i'd booked through accors website and showed up on the reservations history the points failed to post, put a missing points claim form in and fortunately they came through within 4 hours of emailing but everywhere else i've stayed in last few weeks (ibis and novotel in 2 cities) has posted fine and the Mercure actually asked if i had a leclub accor card so how it failed to post i don't know..
Sep 1, 12, 2:06 am
and since a few weeks it is impossible to find your points history on the membership website, making it impossible to track if points have indeed been credited as promised.
Strange because, except for the last 2 days because of a bug on their site, I had no problem to see my account history and balance. Are you aware that the dedicated A-Club site do not exist anymore ? I'm asking you this because you mentioned "the membership website". Since the rebranding in Le Club Accor hotels and to simplify their various sites, you access your personal page from the main Accor web site.
Sep 4, 12, 10:06 pm
I also had problems with Mercure on multiple occasions and most recently 1 month back .. they took my Plat card during checkin and made a copy of the same, so its evident that they didnt have that in record..
FWIW, for some reason , I have never had any problems with points credit after staying in any IBIS property..points have always been credited the fastest for all IBIS stays, whereas I have had to chase accor for Novotel, mercure and Adagio stays..
Sep 11, 12, 2:12 am
hmmm - topical thread for me.
I was just downgraded to blue level the other day so decided to have a look at my account. While searching for the email with my new number I came across a couple of other Accor emails.
One of those emails said 'you are just two nights away from qualifying for gold status' (this was back in 2011). The next email confirmed my reservation, a week later for a 7 night stay in bangkok.
Now I never got gold status - so obviously my 7 night stay didn't get recorded. I also had no way of seeing recent transactions in my account. Maybe that's been reinstated now?
So anyways - I got silver renewed last year (now down to blue). Would it have made any difference if I got gold? Would I have been soft landed? (so an extra year of silver).
I'm guessing too late to do anything about it now anyway. Just annoying they didn't send the reservation through to head office (or vv)