Sorry for reviving an old thread but did you have any luck with this? Going through something similar with The Sebel Canberra Civic at the moment. My corp TA's booking portal clearly shows the channel (GDS v aggregator) with each room rate so I always ensure to book a GDS rate. I've stayed at this property before, booked through the same TA, and received status benefits & points. I also have my ALL number loaded in my corp TA traveller profile and for the last 12-24 months it has been reliably communicated to every Accor property I've booked through the TA.

On my most recent visit to Sebel Civic, I didn't receive drink vouchers at check-in and the booking wasn't showing in my app, so I asked if my ALL number was attached. I was told it wasn't attached and was condescendingly told the stay wasn't eligible for benefits or points as it "wasn't booked directly with Accor". There was no queue behind me, so I questioned this and showed the staff member the 'eligible stays' clause in the ALL T&C which calls out traditional travel agency bookings through a GDS.

They claimed Accor changed that clause three months ago, but the website mustn't have been updated yet. I suspected the "three months" thing was a complete lie in an attempt to get rid of me, and felt there was no point discussing further given their attitude. I took down their name and position (duty manager)

On reaching my room I called ALL Customer Care who confirmed there had been no change to the T&C. They found my booking and confirmed it was booked through a GDS and therefore eligible for points & benefits, and they would contact the hotel directly. I went out to dinner intending to ask on my return, only to find reception is unmanned between 10pm and 8am. I was only staying for one night and left before reception reopened at 8am.

A few days later, I noticed the points and status night had come through on my activity statement, but there was no further communication from ALL or the property itself. Had the property sent me an email to acknowledge the mistake I would have left it at that, but given the person's attitude, I called Accor to ask if there would be any compensation coming for the lack of status benefits provided on this stay (upgrade/amenity/welcome drinks/breakfast in APAC)

The rep was surprised the property hadn't contacted me at all, but said they would raise it. A week later I'd heard nothing, so I call ALL again - the property has not responded to them either. ALL is now escalating it to the GM and have asked for another week.

Am I taking this too far? Probably yes, but it's the principle. Curious if others have had similar issues, your outcome and/or what happens if the property just stonewalls. Can ALL force them to provide any sort of compensation?