FlyerTalk Forums - View Single Post - Insufficient points credited: from which difference to complain?
Old Apr 16, 2023 | 6:06 am
  #7  
CanadaDH
10 Countries Visited
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15 Years on Site
 
Join Date: Jan 2011
Location: YYZ
Programs: Accor ALL Diamond, Marriott Gold, AC Aeroplan 35K, Nexus/GE
Posts: 3,219
I don't know what they do at other brands, but whenever I'm at a Fairmont property, the Account Review accessed through the room TV provides a very detailed breakdown of every line item on the invoice. It will break down every tax, resort fee, gratuity, etc for each and every line on the invoice. I've never left the hotel without an accurate breakdown of all charges, right to the penny. I just take a photo of each screen from the TV, and use that in assembling my spreadsheet to calculate the points.

As for the exchange rate, I've found the rates used to be within a couple of hundredths to the interbank rate. It's one of the few parts of Accor, where I've noticed consistency and fairness. The rate used to convert on earning points matches the rate they used on the redemption, and the local hotel doesn't have control to manipulate it. The pull it from a Reuters exchange rate database. If there's a spread added, I've been unable to see it on any of my stays.

When I've found incorrect points awarded, it's usually due to something the local hotel didn't report properly. I just e-mail them my spreadsheet, and the hotel normally fixes it quickly. One area they used to get wrong most of the time for me, back when the LifeExperiences program was still good, is they often posted those certificates as a reduction to the charges, rather than as a gift card payment toward the stay. It would almost always necessitate an e-mail to the hotel for them to correct that.
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