Mar 30, 2017, 1:01 am
Last edit by: starflyergold
If you are having problems with the website please check here if Accor have posted a notice about upcoming outages: http://www.flyertalk.com/forum/accorhotels-le-club-accorhotels/1830890-accorhotels-website-access.html
Accorhotels.com website problems [Master Thread]
Jun 13, 2023 | 7:30 am
#601
Formerly known as newbie elite
Join Date: Feb 2002
Posts: 3,517
I am trying to claim missing points for a stay June 2-4 at Chateau Frontenac in Quebec City, never had an issue before with points being issued from the hotel.
When I try to use the missing points form, I get a message when I try to submit saying "This hotel is not eligilble (sic) for your request". Notwithstanding the spelling mistake in eligible, how can I get the points I am entitled to for this stay?
When I try to use the missing points form, I get a message when I try to submit saying "This hotel is not eligilble (sic) for your request". Notwithstanding the spelling mistake in eligible, how can I get the points I am entitled to for this stay?
Jun 13, 2023 | 9:20 am
#603
Join Date: Mar 2010
Location: France
Programs: FB Plat for Life, UAMP, BAEC, Accor ALL Platinum, Marriott silver, Hilton, Meli silver.
Posts: 3,626
This is definitely the way to go. I have never retro-claimed through then website, always with the hotel direct and successfully.
Jun 13, 2023 | 10:02 am
#604
Suspended
Join Date: May 2012
Posts: 1,593
what i hate with retroclaim is that there 50% chance for CS to credit the wrong number of points. How many times have i seen them process "account regularization" where you end up with - X nights and/or - XXXX points. So it is best to discuss with the hotel, because even if they don't credit enough points, they can always repost additional points
Jun 13, 2023 | 6:21 pm
#605
Formerly known as newbie elite
Join Date: Feb 2002
Posts: 3,517
To update, I emailed the hotel as suggested (thank you to all who replied) and they replied 6 hours later with the points deposited in my account. Definitely the way to go and kudos to the Chateau Frontenac for speedy processing of my request!
Jun 14, 2023 | 2:26 am
#606
Join Date: Jul 2013
Location: BKK
Programs: TG ROP Platinum, M&M Senator, IHG Platinum, Accor Platinum
Posts: 9,256
what i hate with retroclaim is that there 50% chance for CS to credit the wrong number of points. How many times have i seen them process "account regularization" where you end up with - X nights and/or - XXXX points. So it is best to discuss with the hotel, because even if they don't credit enough points, they can always repost additional points
Jun 27, 2023 | 2:29 pm
#609
Join Date: Jun 2018
Posts: 23
They sold whole hotel at once, and cancelled all reservations. Refunded immediately, but no offered alternative. Accor redirected my claim to offer alternative reservation to the hotel, which ignored my request. I'm not satisfied with their behavior, hope it won't repeat, because it will be more and more expensive to find the accommodation.
Jun 27, 2023 | 3:03 pm
#610
FlyerTalk Evangelist
Join Date: Aug 2009
Location: Paris, France
Programs: AF/KL Flying Blue Ultimate/Platinum for life/Club2000, Accor ALL Diamond
Posts: 25,149
I needed to use the contact form to send my complaint about Sofitel NY. Really not easy to find. You really have the feeling that they want to discourage any contact with CS.
Once I found it, all the personal info were pre-filled and greyed-out meaning that you can't change them. Not a problem in principle, but in my case, it was all my professional info that were filled and not my personal ones despite my profile says that personal address/email/phone are the one to be used by default.
Once I found it, all the personal info were pre-filled and greyed-out meaning that you can't change them. Not a problem in principle, but in my case, it was all my professional info that were filled and not my personal ones despite my profile says that personal address/email/phone are the one to be used by default.
Jun 27, 2023 | 11:43 pm
#611
Suspended
Join Date: May 2012
Posts: 1,593
I needed to use the contact form to send my complaint about Sofitel NY. Really not easy to find. You really have the feeling that they want to discourage any contact with CS.
Once I found it, all the personal info were pre-filled and greyed-out meaning that you can't change them. Not a problem in principle, but in my case, it was all my professional info that were filled and not my personal ones despite my profile says that personal address/email/phone are the one to be used by default.
Once I found it, all the personal info were pre-filled and greyed-out meaning that you can't change them. Not a problem in principle, but in my case, it was all my professional info that were filled and not my personal ones despite my profile says that personal address/email/phone are the one to be used by default.
What also works just in case one does not find a way to contact CS for a specific reason is responding to an old CS email. It usually ressucitates an old case and they sometimes respond.
Jun 28, 2023 | 4:28 am
#612
Join Date: Dec 2015
Location: Milan
Programs: Flying Blue Platinium; Accor ALL Platinium, A3 Gold, Italo Privilege
Posts: 328
Dear all, i don't know if it's a website issue but maybe you would have an idea/advice on my question
Some days ago, i booked on the All App a stay at the Ink Amsterdam, i dind't pay too much attention of the condition of the fare but i saw in the email confirmation that this fare is : Star Plus - Dedicated Rate - Travel Agents Personal Stays
Of course i haven't a fare negociated with Accor and now i saw that this fare is not anymore available on ALL website/app
Should i advice the hotel that i haven't this kind of contract or is it like "an error fare" that shouldn't publicly available ?
I ask this question because it's write in the fare details that i should present the contract with accor at the check-in
Thanks for the help
Some days ago, i booked on the All App a stay at the Ink Amsterdam, i dind't pay too much attention of the condition of the fare but i saw in the email confirmation that this fare is : Star Plus - Dedicated Rate - Travel Agents Personal Stays
Of course i haven't a fare negociated with Accor and now i saw that this fare is not anymore available on ALL website/app
Should i advice the hotel that i haven't this kind of contract or is it like "an error fare" that shouldn't publicly available ?
I ask this question because it's write in the fare details that i should present the contract with accor at the check-in
Thanks for the help
Jul 7, 2023 | 2:43 pm
#614
Join Date: Mar 2017
Location: Spain
Programs: ALL Diamond , HH Gold
Posts: 1,468
Anyone having problems loging onto their account with ALL ?
Keeps giving 400 error - different computers ( and three different countries - UK / Spain / France )
Finally booked using incognito mode - but then kicked out at payment stage.
Waited 3 hours, still could not log on - so used app - booked - but now showing two bookings as soon as paid where before there was none
Only one confirmation e mail ( after the second booking )
Will finds out tomorrow when arrive at hotel
Keeps giving 400 error - different computers ( and three different countries - UK / Spain / France )
Finally booked using incognito mode - but then kicked out at payment stage.
Waited 3 hours, still could not log on - so used app - booked - but now showing two bookings as soon as paid where before there was none
Only one confirmation e mail ( after the second booking )
Will finds out tomorrow when arrive at hotel
Jul 7, 2023 | 10:32 pm
#615
Join Date: Jul 2013
Location: BKK
Programs: TG ROP Platinum, M&M Senator, IHG Platinum, Accor Platinum
Posts: 9,256
Anyone having problems loging onto their account with ALL ?
Keeps giving 400 error - different computers ( and three different countries - UK / Spain / France )
Finally booked using incognito mode - but then kicked out at payment stage.
Waited 3 hours, still could not log on - so used app - booked - but now showing two bookings as soon as paid where before there was none
Only one confirmation e mail ( after the second booking )
Will finds out tomorrow when arrive at hotel
Keeps giving 400 error - different computers ( and three different countries - UK / Spain / France )
Finally booked using incognito mode - but then kicked out at payment stage.
Waited 3 hours, still could not log on - so used app - booked - but now showing two bookings as soon as paid where before there was none
Only one confirmation e mail ( after the second booking )
Will finds out tomorrow when arrive at hotel