AccorHotels Concierge

Hello everyone,

I am the AccorHotels Concierge.
My name is Amy and my job is to keep the AccorHotels community alive and kicking on the forum!

Lots of you know me already, but as some of you may not have contacted me yet, I thought it would be helpful to explain my role in a bit more detail.

There are lots of things I can help with, such as :
- Answering questions about the loyalty programme and news
I will share Le Club AccorHotels news with you and answer any questions you have about it.
e.g. how points attribution works, information about how to use Rewards points, new services, etc.

I can definitely respond to this type of question! However, I know you are very up to date with what's going on, so please continue sharing all of the information you have!

- Sharing any issues you raise about AccorHotels and the programme with the Le Club AccorHotels team
I am the link between you and Le Club AccorHotels! That means that I will alert them of any problems and investigate issues further if necessary.
Such investigations may require me to ask for your membership number and identity by PM to liaise with the support teams.
Some examples of what I can help with: display issues on private sales rates, inquiries about booking methods, the offers, services, account display, Places by Le Club AccorHotels, etc.

There are some things that need a thorough investigation that I can't help you with.
For example: The attribution of missing points, individual requests such as Places check-ins or badges, account mergers (for security reasons), status calculation or attribution, reservation issues, cancelled reservations that you've been charged for, etc.

Just a reminder :
- For individual queries related to hotel reservations, it's best to get in contact with the hotel or Customer Care.
- For Check-ins/ points on the Places app :
Rewards points can take up to 35 days to post.
Check-ins can be registered retroactively
So if you're having problems with the app, you can always check-in later when it's back up and running!

In summary, I can’t analyze and solve these individual topics but customer services can!

It's much quicker for you to contact customer services who have access to your personal information and membership profile to and can answer your questions.

You can contact customer services by connecting to your account to find the online form and your local phone number.

You may also check our FAQ section:
http://www.accorhotels.com/gb/support/contact.shtml

Thanks again for your trust and loyalty!
Kind regards,
Amy

starflyergold

Dear Amy, thanks for posting this helpful notice. Your help here on FT is very much appreciated. Thanks

Goldorak

Dear Amy
I join Starflyergold to thank you for starting this thread and for your great help on many subjects.
You have helped many people on this forum, including me, and it's great to have you making the link with Accor HQ.

cowism

Thank you Amy!

gilbertaue

Amy, thank you for all the effort and time you have put in for this diverse bunch of FT-ers here. We can certainly be a difficult bunch and good to see the charter up of what support you can provide.
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ContinentalVoyager7

Dear Amy, appreciate all the help you have provided to me and the rest of the FT forum members

ozmouse

But alas the 3 outstanding issues I have are ones you have already deflected. I await resolution or lack of, as per Accor member patience and experience.

AccorHotels Concierge

Hi @ozmouse,

Could you please send me a private message explaining the issues you need help with?

Kind regards,
Amy

Firsttime4me2

Cheers Amy, Whilst lurking, I have noticed your intervention on many occasions, which the community as a whole appreciates. Kudos to yourself and Accor for identifying that a situation resolved within the forum results in less public exposure and for the most part the retention of your most valued customer base.

To date, the majority of my experiences have been either very positive or resolved, so I will continue to watch your interactions with admiration and awe from afar. Great job!

PabloM

Amy, you are incredibly appreciated on this forum. I know of numerous times over the years that you have been able to address issues that otherwise would have been bigger challenges for CS to sort.

Thanks for all you do.

geezersrule

hello Amy,
can you please explain to me why AccorHotels will not allow the hotel stays from one spouse's account to be combined with the other spouse's account?

cwl

Hi Amy,

Are you able to share with us the Le Club plan for status renewal on 1st January 2018?

To expand as an example I passed the threshold to renew as Platinum back in August. However my online Platinum status online still shows expiry on 31st December 2017. Will that remain the position right up to the very end of the year and than suddenly update at midnight on 31st December for a further 12 months? If it will be a sudden change will the change point be Paris local time or local time for where the member is usually based or something else?

With physical Le Club cards what is the plan for sending out replacement cards?

I'm not just asking out of academic interest but have check ins planned for both the 1st and 2nd January so I (and very possibly other members) would be helped if you can share how this will work being the first full renewal under the new calendar year Le Club scheme.

Thank you.