I'm an Accor Advantage Plus Gold member residing in Hong Kong. Here's my experiencing of trying to contact Accor to follow-up on missing Triple Points from 2 previous bookings as part of the Sofitel Private Sale (October). Triple points haven't been credited despite the stays being 3 and 4 weeks ago.

1. Went to Accor Website - called the Hong Kong number. Pressed 3 for English. Selected option for LeClub, background music etc. Waited for about a minute then music stopped. 20 seconds after that I was cut off. Tried this 3 times and still couldn't get through to anyone.

2. I tried again but chose the Cantonese language option. Got through to someone and thankfully they could speak English. I gave my Accor number, information was checked. I was then told that due to being an Advantage Plus member, I had to go to them to enquire about the missing triple points. They told me to call 39067120.

3. I called 39067120 and no one answered after letting it ring for a minute. No message with options or answer message so I gave up.

4. I went to the Accor website and decided that I would send an e-mail. Filled in the e-mail form with all the details, inserted the random security number and clicked on Submit. I was lead to a broken link and lost the message I had spent some time typing.

5. I decided to try the Accor Advantage Plus website. Had a few problems loading the homepage but eventually I could log in and found a number for Hong Kong (initially there's only a China number visible). I dialled 800938768. Got through but only Cantonese (press 1) or Mandarin (press 2). With no choice, I pressed 1 and asked if they spoke English. Was told to hold. After 2 mins, the lady said there is an English hotline. She gave me the number: 44191355. I asked if this was OK to call from Hong Kong. She said yes.

6. I called the Accor Advantage Plus hotline (English) as instructed. The number was an invalid number.

7. I called back 800938768 and went via the Cantonese option again. I told the lady the English number doesn't work. She then said an English speaking agent is ready to take your call and she'll transfer me. I wait a while, music in the background and then, before someone answers, I get a message saying calls cost 10p per minute from a BT landline!! Man answers the call. I ask where he is and he says India. I ask if this is Accor Advantage Plus. He says, no, it's general reservations. He offers to transfer me to Accor Advantage Plus.

8. Accor Advantage Plus - after waiting on the line for about 10 minutes, someone answers and it seems I'm at Accor Advantage Plus Australia!! I'm just so relieved to be able to speak to someone! I told him about my experience in asking getting to speak to him (Hong Kong, China, India, Australia) about my issue then I mention the triple points issue. He says that I can send invoices (fortunately I kept them) and more information about the stays to [email protected] and he'll deal with it as soon as possible.

I will update you on what happens next but I just wanted to highlight the real difficulties with Accor customer service. I've NEVER had an experience as bad as this. I wonder whether this information should be forwarded to someone who will do something about it?!

All this took over an hour. If I didn't have any invoices I don't know what I'd do.

Has anyone else had such experiences with Accor Customer Service?