Missing Points
Apr 2, 2019 | 2:12 am
#1
Original Poster
Join Date: Apr 2019
Programs: Le Club Accor Hotels
Posts: 1
Missing Points
Hi, I had points Regularization from my account, 1422 points on 13/07/2017 and 1180 points on 23/03/2019. I have not done any redemption on my points then why are this points missing from my account. I did call your customer service number 1800802578 not helpful at all on this matter, I have also sent a email on this matter to your customer service and still waiting for a reply.
Apr 2, 2019 | 11:21 am
#2
Join Date: Aug 2006
Location: Vancouver, BC
Programs: UA MM *Gold, Accor Classic
Posts: 1,920
You need to address your problem with Accor directly. This is not an official website for Accor but a travel forum for those that have stayed at Accor hotels or have questions about the hotels or loyalty program.
Apr 2, 2019 | 11:51 am
#3
Join Date: Jan 2011
Location: YYZ
Programs: Accor ALL Diamond, Marriott Gold, AC Aeroplan 35K, Nexus/GE
Posts: 3,214
"Regularization" is the term they use when the remove your points due to 12 months of inactivity. If you had no points activity between July 13/16 and July 13/17, your points would expire. Then, presumably you had a stay on Mar 23, 2018, and perhaps had no stay in the 12 months that followed, and so the points disappeared again. At least, that's what it looks like.
Apr 2, 2019 | 8:49 pm
#4
Join Date: Oct 2016
Programs: Accor, Qantas Frequent Flyer, Virgin Velocity
Posts: 573
"Regularization" is the term they use when the remove your points due to 12 months of inactivity. If you had no points activity between July 13/16 and July 13/17, your points would expire. Then, presumably you had a stay on Mar 23, 2018, and perhaps had no stay in the 12 months that followed, and so the points disappeared again. At least, that's what it looks like.
For example, receiving points from doing surveys on E-Rewards or Club Opinions will credit you with points, but will not extend the expiry date of the points.