I recently received an email from LCAH telling me I coudl earn points at parters.

The link for the list of partners does not work (page saying : "this address is not valid".

I inform CS.

1- They answer "one you reach 2000 points you can have a voucher issued"!!!

I tell them my question was not about vouchers but the link.

2- they answer : "sorry, please advise which browser, OS and send screen print"

I do (Windows 10, all browsers)

3- they answer "sorry for previous message. Please follow the link http://www.accorhotels.com/fr/leclub/benefits/partners/index.shtml"

I click on the link and get an error message "this address is not valid"

Told them.

Waiting for next episode.

P.S. However, I just realised that if I copy and paste the link instead of clicking on it, it works!!! List if partners quite limited though.

What a shambles. Been trying to book a Happy Mondays rate for next weekend, got the "payment status missing" error from Chrome, Firefox and Internet Explorer on my laptop. Following the comments here about Safari I then tried it on my iPhone and it went through fine!

First attempt on the phone got the "you are about to enter a booking identical to the previous one" message, ignored that and re-entered the payment info and the booking was confirmed.

I can only assume that Accor's top team of web developers have tested this on multiple platforms - Mac, iPad, and iPhone!

I am trying to claim for missing points, but I am unable to upload my .pdf invoice as proof. These are the instruction emailed to me ;

''1. Access your "Account"
2. Enter your e-mail address or your Le Club Accorhotels account card number, as well as your password
3. Click on the heading "Contact us", then "Need help?"
4. Select the basis for your request "Indicate points missing after a stay"
5. Complete the dedicated form and attach your paid invoice in jpeg, pdf or gif format.''

Some steps are missing, but it is certainly not possble for me to upload the .pdf. I fear that this compalint will go nowhere with Accor's crack CS, and I will never see the points.

CT

Last time I claimed missing points I just replied to the email attaching the scan - got the points added so presumably they can cope with that!

They ask for a picture file of your invoice by default, not a pdf.

At the end of the missing points form, where you upload the invoice it will only detect picture files by default. You need to click on "choose a file", and they you can select the file type "any file". Does this work?

Getting the exact same message, for 5 days in a row. I guess I'll call into their useless call center.

The website is starting to piss me off. Even though I select the points option, it doesn't allow me to use my points. UGH can't accor just switch back to its old ways.

I did try this and it did not work.
Thanks for taking the time to reply

CT

I took this approach and await the reply. No acknowledgement as yet. What does annoy me is that the total reservation (6 rooms for up to 14 days) was over 6000 Euros. You would think that this warrants some attention.

CT

This is the final straw for me with Accor. When something does go wrong the support for Platinum members of Le Club is non-existent. The staff are defensive and talk over you and uninterested in resolving problems. I attempted a series of bookings for Heathrow (Novotel & Sofitel) which returned a variety of error messages - mainly the card issues mentioned by others in this thread. When I called in to Le Club they could not even tell me whether the reservations would be cancelled or not.

After a past experience where they lied to me about stay qualification for bonus points, and where they completely ignored repeated emails about serious service failings at 2 specific properties I give up. I get much more professional top-tier status treatment from Starwood and Hilton, whilst Accor are even worse than IHG.

Adieu.

I may not (yet) be at the "final straw" but, recent behaviour from the Accor club is really starting to p*ss me off!

1. Back around New Year, I stayed 9 nights in Auckland; when I booked, it was "IBIS Styles" but, by the time I got there, it had become "IBIS Budget" - no points, no nights!
2. On the way back from NZ, I booked a "Day Stay" at Novotel Taipei Airport: same price as for a 'real' overnight stay: Account credited as "0 nights"
3. More recently, no credits for my last two stays, after (around) 4th June (= New Website)! (1st June, 2 nights in IBIS Singapore, fully credited within 2 days; 11th June, same hotel, another 2 nights, still not credited - and I don't have an invoice!)
4. 8 nights at Mercure in Laos (between 2 Singapore stays) - still not credited, even though I've submitted a retroclaim 3 days ago (including invoice)

So, in a way, I've been deprived of 20 nights at Accor hotels!

Grrr!

-- Henry

I just logged in. When I click on my account, Accor tells me there hasn't been any activity within the last twelve months which is ludicrous...

Just a wee update, and a minor 'discovery' that may be useful for those seeking retro-claims ...

The 8 nights at the Mercure I mentioned above have now been credited, following a 'standard' retro-claim via the Accor website! ^

As previously mentioned, my 2 missing nights from the Singapore IBIS were more tricky, as I did not have the check-out invoice. So, I emailed the hotel to ask for a copy of that invoice and - just to see - I also asked if they could actually correct my Accor account.

I received an email from the hotel - very polite and very apologetic - with the requested invoice but - and here's the bit that impressed me - they also said that they had "manually credited" the points to my account. One day later, the points (and nights) appeared on my account statement! ^^

This may very well be dependent on specific hotels, but it seems easier (and quicker) to ask the hotel to correct your account than it is to go through the new website procedure. Anyone else tried this?

-- Henry

That's how most of the Accorians here do it.
The points are always posted by the hotel; not by AccorHotels.

This is a problem that I keep getting too - I've used different credit cards, browsers and computers but the same error message appears. It's even more frustrating as I opted to part pay with points the first time, and whilst the reservation didn't go through, they still took the points. I'm now without a room, and my points. Lets hope the Accor CS can sort it out..