Yes exactly. I think the issue is that somehow, they need the hotel to correct it themselves and are not able to override it directly. So if the hotel are less than diligent or less than capable or less than willing, nobody is really defending your case. So in practice, you have to keep reminding the customer service agent who answered your email, who then in turn basically keeps harassing the hotel on your behalf. I think the game ends when either you give up or the hotel are so fed up with receiving the reminders that they end up finally taking their best calculator and correcting their mistake.

It is a significant amount of points, so I wasn't going to give up, but as you rightly say, what a pain...

7 weeks of silence after my inquiry email to the Accor support, when I have already forgotten about it, I suddenly received an email from them saying the points have been corrected on my account.

The points were surely adjusted to the amount very close to my/app's initial estimate.

This amount is not correct as the Fairmont staff explained, but it works out in my favour.
Not that I wanted it anymore since the bonus the Fairmont staff gave me was enough.

Anyways, this is a data point that the Accor support route can also work though it takes quite a while.

Not sure if this is the best thread to tag this too but in case - new one for me this week. Another stay, another missing credit. Went to the website, point statement, claim missing miles, entered hotel name and dates and basically, the system retrieved the points, said something like: "we are sorry the points were not automatically credited to your account they will be added" or words to that effect, and they were just credited there and then.

I'm not sure if it is something that has existed for a while for specific cases which were not mine before or if it is new, but it certainly beats waiting for ages. I didn't need to enter booking reference or anything, literally just hotel name, date and as I was logged in it found my information and applied the credit.

I think it's something new? About halfway through 2025 my Accor stays started posting incorrectly. The accommodation always posted correctly and quickly, but never any incidental spending (transport, meals, drinks etc).

I was reading something on Reddit that apparently the accommodation posts quickly as the nightly rate pre-tax is known and is the amount used for calculating reward and status points, then the hotel sends through to ALL the total bill incl incidentals and the reward and status points are supposed to be updated. However that update never actually occurs - my points statement always shows the correct accommodation only amount, then there's another entry for the same hotel that says "this stay is not eligible as there's already a posted stay for those dates". I've had to get every single stay manually updated where I've had non-accommodation charges on the bill. Don't bother doing this through Claim missing points, just do it through Live Chat or WhatsApp

You beat me ! I wanted to post this morning about same or similar issue.
Since the beginning of the year, for all my stays outside France, a wrong number of points have been posted. And I'm not talking about the usual 10-20 points due to whatever tax hidden somewhere in the bill. I'm talking about several hundreds points. Then starts the painful exercise :
- write to the hotel. Some are never responding, some does. You may sometimes enter in some arguments about the amount eligible to points earning.
- for those who are not responding, use the website to make a retroclaim. The system is asking you to enter the booking ref and obviously it leads to an immediate response "this stay has already been credited to your account" . Then you need to find another way on the website to do it. I have one case when the customer service responded within 1 hr saying that the amount has been fixed while in fact it's still not the correct amount in my opinion (let's say I'm missing 300 pts and they added 150 only without explanation). For another stay with an incorrect amount, the system is telling you you need to wait 8 days after checkout to claim for something.
Of course any specificity in your booking (use of points and/or SNU) is messing-up the system and is an absolute guarantee for a wrong number of points posted. France stays are exempted of problems in my experience and I think it's due to few taxes applicable (basically VAT and a "stay tax" of 2-3�/night and clear simple invoices. While, in many countries, you often struggle to guess the before tax amount eligible to points accrual.
Oh Gosh, for the last 2 weeks, I'm spending quite some time to do this having to check invoices, calculations, info in the app, preparing invoices to be attached to claim, typing the text, negotiating / arguing....

So, a message to everyone here : check your bills and statements because it seems there's something floating around.

Set this up in AI. I have it set up in Gemini, I upload my folio, have Gemini calculate the points I am owed for every stay, draft the email, and all I do is copy and paste in my claim to Accor after the 8 days has passed. Accor adjusts the points fairly quickly.

I still do an old-fashioned Excel sheet to calculate.

So, how does Gemini determine the exact amount of each line on the folio that's eligible to earn points? When I have a dining or spa charge or parking charge, the line on the folio is typically inclusive of the taxes, Resort Association Fees, gratuities, etc. Only the base amount before those charges is eligible. Does Gemini just estimate the amount of the included non-eligible spend, based on your past tipping practices and what it knows about the fees and taxes charged at that particular property?

I just completed a stay, where they got my points wrong. They missed giving me points on all of my dining charges. Fortunately, they also missed deducting for the amount of points I redeemed at checkout. Since the net error is in my favour, I'm just going to leave it well enough alone, and not draw their attention to it.