I'm here seeking advice (and perhaps I need to vent a bit too).

My Accor ALL membership is currently suspended due to a mistake made by the Ibis Doha. I recently stayed at this hotel and redeemed 2000 points in the booking. These 2000 points were correctly deducted from my account during booking, and erroneously again by the hotel during check-in. This was flagged as suspicious activity by Accor, and put my account in suspended state.

While my account is suspended, I can still make hotel bookings, but I can neither redeem points, and more importantly nor renew a membership. As luck has it, my Accor Plus membership expired while my account was suspended, and now I am unable to renew Accor Plus until my account is unsuspended. Given that I wanted to stay at an Accor hotel on a trip coming up very soon, I am desperate to get my account reinstated, so that I can renew my Accor Plus, and get the discounted rate for my upcoming stay.

I've been on the phone with Accor since Wednesday, followed all their instructions, and have been told my account would be reinstated within 24 hours.. now we are at 48 hours and still nothing. The Accor customer service agent forgot to attach a declaration I needed to sign, and as the ticket has now been escalated (to god knows where), the phone agents cannot mail me the form to me.

The hotel I wanted to book was coming in at 450 SGD on Wednesday (before the Accor Plus discount), but has now already risen to 658 SGD. By the time my account finally gets unsuspended the price will probably be even higher. Which means I will most probably have to stay with a non-Accor property on that trip, which is a shame because I am otherwise loyal to Accor.

Needless to say I am very disappointed with their customer support. I have Platinum status and stayed with Accor for 129 nights in 2023 (even more if you consider non-qualifying properties such as Ibis Budget). I am not saying this as a DYKWIA statement, but rather in frustration because you'd think Accor would be more helpful to guests who stayed that many nights, especially if this whole issue was caused by Accor's fault in the first place.

My question for the community - do I have any chance (and if so, how) of a goodwill gesture by Accor of getting the 450 SGD rate that the hotel would have cost two days ago, which is when I would have booked had my account not been suspended due to Ibis Doha's fault, and I had been able to get my Accor Plus renewed? Or is this a hopeless cause?

Has anyone had a similar experience?