Originally Posted by cwl

Accor customer service and their IT systems seem unable to deal with airport hotel day rates and are now refusing credit for a 5 night stay as a points credit against my card has already be registered for the first night of the 5 night stay.

I stayed at the Novotel Bangkok airport hotel on a day rate checking in morning 19th August before checking out as required before 6pm the same day. That stay posting correctly although due to the Le Club IT system the stay has posted as 19th to 20th August

I flew that evening to Siem Reap checking in that evening 19th August at the Sofitel Angkor Prokeethra and remained there for 5 night. That stay has not been credited and a request for posting of the stay has been refused on the basis it does not comply with the terms and conditions on the Le Club programme as I had "already checked in to an Accor hotel in Bangkok for that night" and therefore couldn't have personally checked into the Sofitel myself later that day.

I have sent them a further email explaining the stay pattern, enclosing all the paid invoices and email reservation confirmations which specify the Bangkok hotel room was day use only.

Most airport hotels offer day rates and Accor hotels actively sell them but their IT system doesn't seemed designed to cope with them and customer services are unable to comprehend that when travelling internationally through airports guest don't meet a easy 2pm check in time with check out the following day by noon.

I continue to argue this with customer services to get the correct points allocated. Has anyone else encountered this sort of issue and would be able to advice how I can convince Accor Customer service it is possible to do what I did?