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Beware using points in prepaid stays
It is not working properly the points to be redeemed.
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Website
I'm now able to login, but it says that I've had no activity in the last 12 months.
Able to make paid bookings, including Happy Mondays, but presumably no points total so no redemptions. |
Yesterday evening : no problem to log-in, to access bookings and point balance/history but I made a booking without problem until the last step where I wanted to pay partially with points and the rest by CC. It was a pre-paid stay of about Euros 250. Where normally the pay by points option is displayed, the system was displaying a sentence like this (approximate) "sorry but the amount to pay is lower than the minimum accepted when paying by points" and so I had no other possibility to pay the total amount by CC. Grrrrr :mad:.
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Confirming that others can't access their accounts to see their point balances and which stays have credited?
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Originally Posted by Goldorak
(Post 25455533)
Yesterday evening : no problem to log-in, to access bookings and point balance/history but I made a booking without problem until the last step where I wanted to pay partially with points and the rest by CC. It was a pre-paid stay of about Euros 250. Where normally the pay by points option is displayed, the system was displaying a sentence like this (approximate) "sorry but the amount to pay is lower than the minimum accepted when paying by points" and so I had no other possibility to pay the total amount by CC. Grrrrr :mad:.
Seems a myriad of website problems in the past few days. |
Originally Posted by cumbrianbill
(Post 25455490)
I'm now able to login, but it says that I've had no activity in the last 12 months.
Able to make paid bookings, including Happy Mondays, but presumably no points total so no redemptions. Because of the uncertainty (and the fact that, three weeks on, I still haven't had any progress getting it resolved) I've missed the September promotion since I didn't see any point in booking and then trying to chase the points later (since I'm apparently not a LCAH member) and so I'm now looking elsewhere for the rest of the year which is a shame because points aside, several AH properties were the best choices and now I'm in a bunch of hilton and IHG options I didn't want - so everyone loses. How many bookings is this going to cost, and why doesn't anyone want to just resolve it? Wasn't there an Accor representative on the forum somewhere, or did they give up too? |
Not sure about on here but their Twitter team were replying to comments about this issue - getting a bit beyond a joke though, making the Hilton 'we shut the website every weekend for maintenance' and IHG 'points? what points?' IT teams look vaguely competent!
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Cynically, this was what @Accorhotels tweeted yesterday:
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Booking Booked with points got fully charged in the credit card
Accor, what a mess and a waste of time; You ought to be ashamed !
Fortunately I have the print screen as evidence of booking with points. Accor chose to fully charge my credit card, per e-mail I received as confirmation, ignoring the request to use points. On Sunday Accor has no customer service and their new bookings area could only confirm that they could see no points to be redeemed. They suggested the hotel could sort out the mess. It is most unfortunate these IT issues blow in the guest's face and the guest needs to waste their time correcting Accor's IT errors. |
It seems that the "log in" option has now been completely removed. When moving the mouse pointer to the text "log in" the index finger appears, but nothing happens when I click on it.
Edit: after refreshing the page a couple of times now suddenly I appear to be logged in and the website looks a bit different. Looks like there is still work in progress. |
I started building Accor Status in November 2014 with a 10-day family stay in a Grand Mercure Singapore. As New Zealand residents we have around a dozen Accor hotels across the range of brands, and having reached Silver with last year’s stay, and had a bad run with another brand I decided to focus and build with Accor.
I had a stay of 5 days in August, which put me within reach of Gold. To this point all was working well online or via the phone app. I then booked for myself and my colleagues 3 stays of - 5 nights Novotel/5 nights Novotel/1 night Pullman. All booked online without difficulty, and all stays completed. But unlike the previous week, I didn’t get the points allocated and I lost all access to my account history, my online Card wouldn’t print out or show in my app, and my points balance was frozen. The following week I booked 2 x 5 nights at the Ibis. I also contacted the Customer Care centre as the offer for the 3 Stay / 10,000 point bonus came out, which meant I would be able to achieve Platinum. My account was still stuck, no progress, and I couldn’t register for the 10,000 offer. I have since phoned and emailed 3 times quoting my case number over the last week, to no avail. The account is still stuck, I still can’t register for the promotion (and have lost the bonus of 1,500 points which I would have got for booking before the 12th) and I won’t be able to book and earn the 10,000 points. I have now booked 5 nights with Langham, and am waiting to book a total of 50 nights over October and November for myself and my team. Yet nothing. No response, no email, no phone call no nothing. It is getting very easy to choose another brand and start supporting them. Unfortunately with a New Zealand base, Accor are the biggest chain represented here, other than IHG. I only build my Starwood points outside NZ, and Accor have the range of brands that suit my business. It appears that the Loyalty programme and customer service are not important to Accor. To not even bother to reply is shockingly poor customer service. I have 3 night across a Sofitel and a Grand Mecure this weekend, and then I'm off to build with another brand. |
Originally Posted by Alpina107
(Post 25460449)
I started building Accor Status in November 2014 with a 10-day family stay in a Grand Mercure Singapore. As New Zealand residents we have around a dozen Accor hotels across the range of brands, and having reached Silver with last year’s stay, and had a bad run with another brand I decided to focus and build with Accor.
I had a stay of 5 days in August, which put me within reach of Gold. To this point all was working well online or via the phone app. I then booked for myself and my colleagues 3 stays of - 5 nights Novotel/5 nights Novotel/1 night Pullman. All booked online without difficulty, and all stays completed. But unlike the previous week, I didn’t get the points allocated and I lost all access to my account history, my online Card wouldn’t print out or show in my app, and my points balance was frozen. The following week I booked 2 x 5 nights at the Ibis. I also contacted the Customer Care centre as the offer for the 3 Stay / 10,000 point bonus came out, which meant I would be able to achieve Platinum. My account was still stuck, no progress, and I couldn’t register for the 10,000 offer. I have since phoned and emailed 3 times quoting my case number over the last week, to no avail. The account is still stuck, I still can’t register for the promotion (and have lost the bonus of 1,500 points which I would have got for booking before the 12th) and I won’t be able to book and earn the 10,000 points. I have now booked 5 nights with Langham, and am waiting to book a total of 50 nights over October and November for myself and my team. Yet nothing. No response, no email, no phone call no nothing. It is getting very easy to choose another brand and start supporting them. Unfortunately with a New Zealand base, Accor are the biggest chain represented here, other than IHG. I only build my Starwood points outside NZ, and Accor have the range of brands that suit my business. It appears that the Loyalty programme and customer service are not important to Accor. To not even bother to reply is shockingly poor customer service. I have 3 night across a Sofitel and a Grand Mecure this weekend, and then I'm off to build with another brand. Seems to me that youo are better off with SPG :) |
seems the website is back to normal now
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Can confirm it is for me at least. After sending emails through every channel I could find, I got an emailed reply from CS last night advising the issue was resolved and asking me to try again.
Last night it was half there - points balance now visible again, and all that, but couldn't see card details nor history (entire Loyalty Card tab missing) This morning though it's back to normal. Just such a shame it comes basically one day after the Sept 10k pts promotion ended. And while Hilton are running triple points... |
Not working, booking with points (prepayment)
Accor's website is not working when booking with points.
It claims points shall be deducted along with the difference and when inserting the credit card info, it will also charge in full the credit card. |
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