A-club has advertised 2000 bouns points for 2 hotel stays in summer (15/6 - 31/8) of minimum 2 nights each. Those points should have been posted by 21st of September. There has also been a birthday bonus, double points for stays during their birthday promotion in September. I have fulfilled all criterias to receive those points but they haven't been posted to my account, only a 500 points online booking bonus, but more than 2500 points are missing. When I complain by phone they tell me about technical problems and that I have to wait. But nothing happens, still no bonus points 10 weeks after the end of the summer promotion, 5 weeks after the end of the birthday promotion and 3 weeks after my last phone call / complaint. Does anybody have the same problems? Or are there other members out there who have received those bonus points? Any recommendations what to do other than just wait and wait and wait...
The same is happening to me.
Always the same answer and.... It's a shame.
Since I'm a Platinum Member for years I realy feel that this should improve a lot on may things.
I was querying the exact same thing... Got 500 Bonus points but nothing close to the promised extra points for staying at a Novotel Paris hotel at the end of the Sep promotion
I guess the free 2000 points (EUR 40/ USD 60) took them by surprise so everything else comes second...
I had a similar problem with a promotion. When they launched the Pullman brand they offered double points for your stays . I stayed in 4 different pullman hotels, all on the promotion list, during the promotion. I only got double points for one hotel. I called and they said that it was only for the first stay at a pullman. Nowhere did it say this in French or English, in fact, it implied the opposite. I chased after the points for a while, providing copies of the promotion etc and finally gave up.
Programs: Intercontinental Platinum Ambassador, A Club Platinum
Posts: 22
Double points for "chic picnic"-rate
I am on this for the "chic picnic" promotion. double points for a four nights stay in june should have been given by september 21st - but have never been. As I was expecting this in advance, I kept all promotion emails (printed), as well as booking confirmation with the rate quote "chic picnic" on it. To date, this did not help me either. So I wrote into the tiny little space on the "customer support page" on a saturday afternoon. Soon afterwards I was called by custumer support (saturday!) that blablabla "due to technical problems" the double points will be granted by the end of october. Today is november 1st - and: no points yet.
PS: by the way, the offered picnic for two in that rate had to be asked for several times in the booked sofitel - and did still appear on the bill (50 euro pp!). 15 minutes of discussion in french at check-out (I am german and school days have been long gone. As I get more and more used to A-club-discussions at Accor-hotels in France my french is improving again ...)
PPS: but some improvements already have been made: stayed last weekend in Strasbourg (ibis) and the correct points were already visible on my account by monday afternoon.
A-club has advertised 2000 bouns points for 2 hotel stays in summer (15/6 - 31/8) of minimum 2 nights each. Those points should have been posted by 21st of September. There has also been a birthday bonus, double points for stays during their birthday promotion in September. I have fulfilled all criterias to receive those points but they haven't been posted to my account, only a 500 points online booking bonus, but more than 2500 points are missing. When I complain by phone they tell me about technical problems and that I have to wait. But nothing happens, still no bonus points 10 weeks after the end of the summer promotion, 5 weeks after the end of the birthday promotion and 3 weeks after my last phone call / complaint. Does anybody have the same problems? Or are there other members out there who have received those bonus points? Any recommendations what to do other than just wait and wait and wait...
I am also missing the 2000 bonus points for the summer promotion of stay twice with a minimum of 2 nights each. When I called the Toronto customer service number the agent didn't really understand (wanted me to send hotel vouchers, etc. when the actual hotel points are already in my account, it's just the promotion points missing.)
She finally asked me to send an e-mail with an attachment showing the promotion details (?). Amazing that the agents don't know or have access to their own promotions and make you jump through hoops.
I don't expect to ever see these promotion points and the whole experience makes me think twice about Accor again for the future.
I am also missing the 2000 bonus points for the summer promotion of stay twice with a minimum of 2 nights each. When I called the Toronto customer service number the agent didn't really understand (wanted me to send hotel vouchers, etc. when the actual hotel points are already in my account, it's just the promotion points missing.)
She finally asked me to send an e-mail with an attachment showing the promotion details (?). Amazing that the agents don't know or have access to their own promotions and make you jump through hoops.
I don't expect to ever see these promotion points and the whole experience makes me think twice about Accor again for the future.
I've called customer service (the A-club hotline in Germany) again yesterday (Nov 2nd) asking about my 2000 bonus points. The agent told me that now - because they are not able to fix the technical problems and bring their computer / software to credit the 2000 points correctly, they are making a list with all customers who have points missing and sombody will then add those points manually to the accounts. As far as I get it, this means that you only get those points if you complain again and get on this list. Of course A-club saves a lot of money (vouchers) this way because only the ones who complain will get the points and my guess is that most people don't bother to track all their bonus points and are persistant enough to complain several times.
So my recommendation for all members on A-club is to check now if they have completed 2 stays of 2 nights minimum each during the promotion period (15/6 - 31/8) and if so call the A-club hotline to get on this list they are having now. I would recommend to call the French customer service line (+33 1 49 60 22 22), you can choose to speak English or German instead of French when you call this number.
I'll let you guys know here if I finally receive those points (they promised within two weeks...)
This morning, three lots of bonus points turned up in my A|Club account - each is double the points I got for three stays over the last couple of months, so I guess there was a triple points promotion which I wasn't aware of?
9 Nov 2009 9 Nov 2009 Bonus Promotion 0 6,190
6 Nov 2009 6 Nov 2009 Bonus Promotion 0 1,220
6 Nov 2009 6 Nov 2009 Bonus Promotion 0 1,766
6 Nov 2009 6 Nov 2009 Bonus Promotion 0 1,232
6 Nov 2009 6 Nov 2009 Bonus Promotion 0 12,380
As they don't say which stay they relate to or what the promotion was it is hard to track or verify accuracy.
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2009: IAD PHL EWR JFKLGA BWI (unscheduled) GVA VIE ZRHFRALISLHR IBZ PRG BRU CPH ARN CDG HAM GRU EZE IST OSL TLS(>1)
I didn't call A-Club but sent a message via their web site last week (Wednesday I believe) and today (Monday) the 2,000 bonus points were posted to the account
Same for my stay at Mercure Terminus Gare de Nord this weekend was posted this morning
For a program that only has been up and running for a year or so, I think they're doing a brilliant job and are very fast at posting missing nights/points
A-Club summer bonus / birthday bonus
