Accorhotels websites inconsistencies, scams, bugs and…I don’t know what else…
Jun 3, 2019, 4:10 am
#602
Join Date: Oct 2014
Location: LHR
Programs: BA Silver, Accor Platinum, Hilton Diamond
Posts: 37
"Account regularization": When I logged onto my account two weeks ago to check on upcoming bookings, I noticed that an "account regularization" entry which wiped out my entire balance of 17,000 points! Despite regular Accor newsletters clearing stating that my points don't expire until 28 Oct 2019 (those boxes at the bottom of the sales notification emails), Accor seemed to suddenly decide to wipe my account clean. Thought I'll share my experience here on how I spent two weeks chasing customer service to get my points restored, in case this happens to you.
I contacted customer service over their "contact us webform" and got a very detailed reply after 3 days, stating that my points had in fact expired back in Jan 2019 and that's why the account regularization has happened. Apparently, Accor systems automatically send out reminders 3 months and 6 weeks before points expire - I never got any! I then had to write back asking customer service to review my account activity and also attached screenshots of every newsletter I've received that shows my points didn't expire until 28 Oct 2019. (Sadly, it never occurred to be to take a screenshot of my account page at some stage as "evidence" of when my points would expire).
Didn't hear back from customer service for a week, so I decided to call. The agent I spoke with said that "the agent that handled your case should have gotten back to you. I will email that agent on your behalf". I then said "so you can't do anything about it, you have to go back to the original agent that handled my case?". She then said "yes" before changing her mind and said "if you can hold, I'll review your case". After a few minutes, she had read my case and said that she will contact the agent. After another nudge from me, she finally relented and said that "I'll take the necessary action to resolve your case". She restored the points straight away but insisted the exception to restore the points would only be made "once in a member's lifetime", citing my upcoming reservations.
Moral of the story: (a) the expiry date stated in Accor comms may NOT be the genuine expiry date per their systems! But given what's in this thread, probably shouldn't surprise anyone! (b) call rather than email customer service if possible and (c) request the agent to handle your case right there and then, because they can, even though the agent may try to "follow procedures" and email someone else to finish the case.
I'm afraid that this is the final straw for me. Once I've completed my upcoming stays and used up my remaining points, I'll be done with Le Club / Limitless. I'll probably still be staying in the occasional Accor property but just can't be bothered battling Accor's IT issues anymore.
I contacted customer service over their "contact us webform" and got a very detailed reply after 3 days, stating that my points had in fact expired back in Jan 2019 and that's why the account regularization has happened. Apparently, Accor systems automatically send out reminders 3 months and 6 weeks before points expire - I never got any! I then had to write back asking customer service to review my account activity and also attached screenshots of every newsletter I've received that shows my points didn't expire until 28 Oct 2019. (Sadly, it never occurred to be to take a screenshot of my account page at some stage as "evidence" of when my points would expire).
Didn't hear back from customer service for a week, so I decided to call. The agent I spoke with said that "the agent that handled your case should have gotten back to you. I will email that agent on your behalf". I then said "so you can't do anything about it, you have to go back to the original agent that handled my case?". She then said "yes" before changing her mind and said "if you can hold, I'll review your case". After a few minutes, she had read my case and said that she will contact the agent. After another nudge from me, she finally relented and said that "I'll take the necessary action to resolve your case". She restored the points straight away but insisted the exception to restore the points would only be made "once in a member's lifetime", citing my upcoming reservations.
Moral of the story: (a) the expiry date stated in Accor comms may NOT be the genuine expiry date per their systems! But given what's in this thread, probably shouldn't surprise anyone! (b) call rather than email customer service if possible and (c) request the agent to handle your case right there and then, because they can, even though the agent may try to "follow procedures" and email someone else to finish the case.
I'm afraid that this is the final straw for me. Once I've completed my upcoming stays and used up my remaining points, I'll be done with Le Club / Limitless. I'll probably still be staying in the occasional Accor property but just can't be bothered battling Accor's IT issues anymore.
Jun 3, 2019, 8:20 am
#604
Join Date: Jun 2019
Posts: 1
Accor hotel website problems
The site is VERY flaky; I tried to log in with what I know to be valid credentials, it refused my password, then I clicked the 'change password' option and only in one out of ten attempts did the site send me an email link. When I used the link and changed the password, the site would then not accept the password. This happened on MS Edge, MS IE 10 and on an Android phone using the native browser so it's a site problem.
What is more alarming is the occasional message in Russian script that comes up ( and I ma logging on from different infrastructures and access points by the way).
Accor- get this sorted and get the bugs resolved ASAP and also put some information on your site, geeks like me may be happy to while our time away on forums but the general public are not; its a shame as the hotels are great and the brand will suffer because of these problems.
What is more alarming is the occasional message in Russian script that comes up ( and I ma logging on from different infrastructures and access points by the way).
Accor- get this sorted and get the bugs resolved ASAP and also put some information on your site, geeks like me may be happy to while our time away on forums but the general public are not; its a shame as the hotels are great and the brand will suffer because of these problems.
Jun 10, 2019, 11:32 pm
#609
FlyerTalk Evangelist
Join Date: Aug 2009
Location: Paris, France
Programs: AF/KL Flying Blue Platinum for life/Club2000 Ultimate, Accor ALL Diamond
Posts: 21,918
Jun 12, 2019, 12:34 am
#612
Join Date: Mar 2019
Posts: 25
Ok, I think this beats all...
Tonight I booked a room in Europe. I'm an American, legacy Fairmont. The "page loading" messages appeared in Greek. That's not so troubling but a sign of obvious incompetence. After booking, the email I received from the hotel offered me something amusing to say the least. Apparently each arriving guest is invited to a "show-cocking."
Now, I'm not too offended by this, and my girlfriend is intrigued. But I'd hope this is a big enough failure to get a lot of people fired in a real company. I mean, seriously! If I were not a jolly good guy with a sense of humor, this kind of solicitation could very well be a criminal act in some areas. What is WRONG with the Accor executives?
Tonight I booked a room in Europe. I'm an American, legacy Fairmont. The "page loading" messages appeared in Greek. That's not so troubling but a sign of obvious incompetence. After booking, the email I received from the hotel offered me something amusing to say the least. Apparently each arriving guest is invited to a "show-cocking."
Now, I'm not too offended by this, and my girlfriend is intrigued. But I'd hope this is a big enough failure to get a lot of people fired in a real company. I mean, seriously! If I were not a jolly good guy with a sense of humor, this kind of solicitation could very well be a criminal act in some areas. What is WRONG with the Accor executives?
Jun 12, 2019, 12:54 am
#613
FlyerTalk Evangelist
Join Date: Jun 2013
Posts: 17,436
But I like the previous answers better.
Jun 12, 2019, 12:58 am
#614
Join Date: Mar 2019
Posts: 25
@martin_paris...your question suggests you work for Accor or Sofitel. Why on earth would you ask or expect the internet to help you fix your company's incompetence? Really, this is a serious problem with your company that executive management needs to fix in a matter of days or they need to resign and let adults occupy their positions. Accor is a hilarious corporate joke right now!
