nkob

after our last stay in sofitel lounge and spa in marrakech i earned 129 status points
i payed 200 euros
so my calculation was 495 points
emailed reception
no response
emailed Guest relation and gotva email back that in 24 hours i would be informed
that was 7 days ago
reminder 5 days ago no response
nextstep ??
kees

starflyergold

Contact the AccorhotelsConcierge here on FT

Dav77

CanadaDH

I had the AccorhotelsConcierge reach out to me on another issue, where some bookings were missing from both the app and the website. I was pleasantly surprised by the proactive contact. She asked for some additional details, which I promptly provided. Then I heard nothing. I followed up. Still nothing. I followed up again. Still nothing. It's been over a month, maybe two, I forget. So, you might get helped, but certainly don't expect it. If it's an easy fix, maybe. If it's not easy, rather than investigate and do some more diligence, if they don't know the answer and don't know what to do, you will get the usual Accor Customer Service, which is basically stick their heads in the sand and ignore you completely. It's their way. It's how they've been trained.

nkob

it happend again with fairmont maraks
what was identical was that i partly paid with points so the points IT system become confused .
example
room was including breakfast 300 euros extras 190 euro makes a
facture 490 euro minus 240 euro points is 250 euro to pay for me on the end
pointsystem 300 euros minus 240 euro points is 60 euro and calculates 150 points worth instead of 625 points.
This happens when you pay partly with points at the desk when you pay in advance with points no problem
propably it happend before to me too!!
sofitel stil no response
fairmont direct response and will solve the problem today .
i informed customer care too about it
i presume that Amy is reading this too .
with greetings
kees

nkob

today i received a email from customer care
she asked for more details
a quick response !
greetings
cornelis /kees
,,i have to use my birthname according name on my accor account ,,

Goldorak

In my experience, every time you pre-pay a stay partly with points and partly in cash, hotels are unable to credit a correct number of points in 95% of cases. Very annoying

nkob

new developments
customercare informed me that they have contacted the hotel
hotel made a account regularization so iearned now zero points
I hope that next step is the good amount of points .
A other point
Fairmont maraks have a golfcourse ?
so a badge ?
greetings
cornelis

nkob

update again
no points at all
after customer care contacted the hotel they skipped the points and do nothing anymore
i annulate my stays there
greetings
cornelis

nkob

and yes the points are there
without customer care they didnt give it
so a compliment for customer care !!!
Fairmont was correct in the points ,its was my mistake
i thought that shuttle provided and paid in the facture was eglible for points
it wasnt
what i appreciated was that they called me to explain!
greetings
cornelis