New offer : 3 stays 6000 points
Dec 1, 2018, 9:42 am
#226
Join Date: Oct 2004
Location: Anywhere but home
Programs: UA 1K/MM, DL GM/MM, AA Gold, HH Dia, PC Plat, ALL Sil, MR Gold
Posts: 4,550
Dec 12, 2018, 11:48 am
#227
Join Date: Mar 2010
Posts: 143
They did respond to my initial "missing points" query - but that was only to confirm my booking was made on Oct 8 (promo window ended on Oct 7) - but since then I've gone back to explain the situation. I don't remember there being anything in the t&c about this. I do think that maybe if I had a think about it, it would make logical sense - but clearly most people just assume the date is the date where they reside.
In terms of similar conditions being applicable to Private sales, the big difference there is that you know what you're getting when you book. If a sale ended on 7 Oct, and I was booking 15 mins into the next day (in the country where I'm staying) then presumably the Private Sale rate wouldn't show and it'd be my choice to book at the rate available or not. With a promo like this, I book in good faith. Three separate hotels. Three two night stays. To get the bonus points. Then when it's all over, no points. On what might be described as a very fragile technicality. Do we still have Amy on here to assist? Do Accor Support have a telephone number? Or is it all done via email/website messaging, and I just have to sit and wait. I have read on here that others have reported that any response is painfully slow.
Many thanks for any help or advice.
Dec 12, 2018, 3:16 pm
#228
Join Date: Jul 2013
Programs: Accor Platinum, Eurobonus Gold, Flying Blue Gold
Posts: 72
In reference to my earlier posts, to which the above was the latest response, I have been trying to "query" this with Accor Support Services - but with very little success - in fact, when I say success, I mean response.
They did respond to my initial "missing points" query - but that was only to confirm my booking was made on Oct 8 (promo window ended on Oct 7) - but since then I've gone back to explain the situation. I don't remember there being anything in the t&c about this. I do think that maybe if I had a think about it, it would make logical sense - but clearly most people just assume the date is the date where they reside.
In terms of similar conditions being applicable to Private sales, the big difference there is that you know what you're getting when you book. If a sale ended on 7 Oct, and I was booking 15 mins into the next day (in the country where I'm staying) then presumably the Private Sale rate wouldn't show and it'd be my choice to book at the rate available or not. With a promo like this, I book in good faith. Three separate hotels. Three two night stays. To get the bonus points. Then when it's all over, no points. On what might be described as a very fragile technicality. Do we still have Amy on here to assist? Do Accor Support have a telephone number? Or is it all done via email/website messaging, and I just have to sit and wait. I have read on here that others have reported that any response is painfully slow.
Many thanks for any help or advice.
They did respond to my initial "missing points" query - but that was only to confirm my booking was made on Oct 8 (promo window ended on Oct 7) - but since then I've gone back to explain the situation. I don't remember there being anything in the t&c about this. I do think that maybe if I had a think about it, it would make logical sense - but clearly most people just assume the date is the date where they reside.
In terms of similar conditions being applicable to Private sales, the big difference there is that you know what you're getting when you book. If a sale ended on 7 Oct, and I was booking 15 mins into the next day (in the country where I'm staying) then presumably the Private Sale rate wouldn't show and it'd be my choice to book at the rate available or not. With a promo like this, I book in good faith. Three separate hotels. Three two night stays. To get the bonus points. Then when it's all over, no points. On what might be described as a very fragile technicality. Do we still have Amy on here to assist? Do Accor Support have a telephone number? Or is it all done via email/website messaging, and I just have to sit and wait. I have read on here that others have reported that any response is painfully slow.
Many thanks for any help or advice.
Other sources suggest that it is best to eliminate this ambiguity by clearly stating in the agreement what time zone is applicable. Which Accor does not do in the General T&Cs, in the LeClub T&Cs or in the the T&Cs for any (now current offer). The only time they mention the time zone is in the T&Cs for the Room Guarantee when they indeed state that it is the hotel's local time that is applicable. You might be able to argue based on the contra proferentem rule, defined in Article 4.6 as: If contract terms supplied by one party are unclear, an interpretation against that party is preferred.
That is, if you can argue that it is unclear what time zone is applicable, your interpretation is the one that should be used. But I'd think you'd have a tough time getting Accor customer service to agree to that.
On your question, Accor customer service does have a phone number (020 120 3000). It is not even hidden like for many other businesses, but displayed clearly on the Support page. However, my experience with the phone line is that they tell you that they will get back to you shortly, and they never do.
Dec 13, 2018, 11:30 am
#229
Join Date: Mar 2010
Posts: 143
Nander> Many thanks for your extensive response.
Clearly, over 6000 points, I am unlikely to want to take them to court and just hope that either they see sense or they make a gesture of goodwill. Afterall, I will only be spending the 6000 points with them anyway (and more on top - as I'll be unlikely to find a room to exaclty 120 Euros!).
In the meantime (i.e. after I posted on here), I did receive an email from them (I had chased them up several times). The gist of the email was:
I would like to inform you that I have already contacted our operation department to investigate the case.
As per the booking on our system, the date and time when it was made is at 12:13 am on the 08/10/2018, and I do understand that as per your local time it was the 07/10/2018 just after 11 pm.
So our operations team is the one which will decide the eligibility of the booking.
Clearly, over 6000 points, I am unlikely to want to take them to court and just hope that either they see sense or they make a gesture of goodwill. Afterall, I will only be spending the 6000 points with them anyway (and more on top - as I'll be unlikely to find a room to exaclty 120 Euros!).
In the meantime (i.e. after I posted on here), I did receive an email from them (I had chased them up several times). The gist of the email was:
I would like to inform you that I have already contacted our operation department to investigate the case.
As per the booking on our system, the date and time when it was made is at 12:13 am on the 08/10/2018, and I do understand that as per your local time it was the 07/10/2018 just after 11 pm.
So our operations team is the one which will decide the eligibility of the booking.
Dec 14, 2018, 7:14 am
#230
Join Date: May 2005
Location: London
Programs: BA Silver, FB Plat, Accor Gold, IHG Gold, Wyndham Rewards Gold, BW Gold
Posts: 1,096
It's still pretty mean given that they never clearly state the cut-off time in their Terms and Conditions. If it's CET and you're booking from the West Coast of the USA, then you'd have been too late booking at 4pm on the (to you) 7th.
Given that it is only thirteen minutes late using their undisclosed time zone, they could have made a gesture. But that's something a call/email based 'care' centre never does.
Given that it is only thirteen minutes late using their undisclosed time zone, they could have made a gesture. But that's something a call/email based 'care' centre never does.
Dec 24, 2018, 2:42 pm
#233
Join Date: Nov 1999
Location: MEX/YVR/YYF
Programs: AS MVP/AC75K/AM Gold/UA*S/SPG-Marriott Lifetime Titanium/Accor-FPC Gold/HHDiamond/Hyatt Exp
Posts: 5,035
I had an issue with this promotion posting earlier this year as well and after calls into the Morocco call centre that provided 'we will look into it' resposes, I escalated in an email that was actioned by the Canadian-based former Fairmont agents who initially denied that this promo existed, then that I had not registered. After additional back and forth over many weeks, I was provided with the missing points, but it just adds to the long list of Accor failures when it comes to customer service.
Jan 20, 2019, 12:45 am
#234
Join Date: Aug 2006
Location: Vancouver, BC
Programs: UA MM *Gold, Accor Silver
Posts: 1,852
Just finished with this promotion a week ago. The regular points for my stays have been credited. In general how long does it take for the 6000 points to be credited to the account?
Jan 20, 2019, 1:34 am
#235
Join Date: Jul 2018
Location: Italy
Programs: Accor Gold, Marriott Titanium, IHG Diamond , Amex Platinum
Posts: 1,484
in my opinion, if the bonus points are not credited togheter with regular points it means something hasn’t worked correctly in the system
I suggest you to fill the form for missing points (if it works) or take contact with CC if you can’t see your bonus points in 1-2 days
Feb 4, 2019, 6:27 pm
#236
Join Date: Sep 2015
Programs: Accor Platinum, IHG DA
Posts: 664
3 stays for up to 7,500 points
New boost point offer up to 7,500 points!
Book 5-28 Feb 2019
Stay 15-feb to 11-june-2019
Book min 2 nights / stay,
1st stay = 500 Rewards points
2nd stay = 2,500 Rewards points
3rd stay = 3,000 Rewards points
500 extra points per stay for those booked before 12 February.
https://www.accorhotels.com/leclub/promotions-offers/bonus-offers/owm010040-001-boost-your-rewards-points.en.shtml
Book 5-28 Feb 2019
Stay 15-feb to 11-june-2019
Book min 2 nights / stay,
1st stay = 500 Rewards points
2nd stay = 2,500 Rewards points
3rd stay = 3,000 Rewards points
500 extra points per stay for those booked before 12 February.
https://www.accorhotels.com/leclub/promotions-offers/bonus-offers/owm010040-001-boost-your-rewards-points.en.shtml
Feb 5, 2019, 12:34 am
#238
Join Date: Jan 2017
Location: JER
Programs: NZ Elite *G, QF Gold, Accor+ Diamond
Posts: 157
I see from the terms & conditions that you won't earn the extra points if you pay for any part of a booking with Rewards points.
And term 12 suggests that trying to stack it with any other deal will exclude the extra points from being granted:
"12. This offer cannot be combined with other offers or promotional benefits and does not apply to groups. If your stay meets the terms and conditions for several offers, only the Rewards points linked to the most advantageous offer (i.e. the offer that earns you the highest number of Rewards points) will be credited to your account".
Does anyone know for certain that the extra points will clash with something like the "Accor Summer Offer" ($25 discount, $1 breakfast, refundable booking)? If I book some Australian hotels via the points promotion, one of the rates I'm offered is the Accor Summer Offer. I'm hoping term 12 really just means that you can't benefit from 2 different points promotions at the same time.
Thanks.
And term 12 suggests that trying to stack it with any other deal will exclude the extra points from being granted:
"12. This offer cannot be combined with other offers or promotional benefits and does not apply to groups. If your stay meets the terms and conditions for several offers, only the Rewards points linked to the most advantageous offer (i.e. the offer that earns you the highest number of Rewards points) will be credited to your account".
Does anyone know for certain that the extra points will clash with something like the "Accor Summer Offer" ($25 discount, $1 breakfast, refundable booking)? If I book some Australian hotels via the points promotion, one of the rates I'm offered is the Accor Summer Offer. I'm hoping term 12 really just means that you can't benefit from 2 different points promotions at the same time.
Thanks.
Feb 5, 2019, 12:53 am
#239
Join Date: Sep 2015
Programs: Accor Platinum, IHG DA
Posts: 664
I see from the terms & conditions that you won't earn the extra points if you pay for any part of a booking with Rewards points.
And term 12 suggests that trying to stack it with any other deal will exclude the extra points from being granted:
"12. This offer cannot be combined with other offers or promotional benefits and does not apply to groups. If your stay meets the terms and conditions for several offers, only the Rewards points linked to the most advantageous offer (i.e. the offer that earns you the highest number of Rewards points) will be credited to your account".
Does anyone know for certain that the extra points will clash with something like the "Accor Summer Offer" ($25 discount, $1 breakfast, refundable booking)? If I book some Australian hotels via the points promotion, one of the rates I'm offered is the Accor Summer Offer. I'm hoping term 12 really just means that you can't benefit from 2 different points promotions at the same time.
Thanks.
And term 12 suggests that trying to stack it with any other deal will exclude the extra points from being granted:
"12. This offer cannot be combined with other offers or promotional benefits and does not apply to groups. If your stay meets the terms and conditions for several offers, only the Rewards points linked to the most advantageous offer (i.e. the offer that earns you the highest number of Rewards points) will be credited to your account".
Does anyone know for certain that the extra points will clash with something like the "Accor Summer Offer" ($25 discount, $1 breakfast, refundable booking)? If I book some Australian hotels via the points promotion, one of the rates I'm offered is the Accor Summer Offer. I'm hoping term 12 really just means that you can't benefit from 2 different points promotions at the same time.
Thanks.
The summer offer is considered as discount offer
Feb 5, 2019, 1:32 am
#240
Join Date: Jan 2017
Programs: IHG - spire amb, Marriot - tit, Radisson - plat, Hilton - gold, Accor -gold, GHA - plat
Posts: 282
I see from the terms & conditions that you won't earn the extra points if you pay for any part of a booking with Rewards points.
And term 12 suggests that trying to stack it with any other deal will exclude the extra points from being granted:
"12. This offer cannot be combined with other offers or promotional benefits and does not apply to groups. If your stay meets the terms and conditions for several offers, only the Rewards points linked to the most advantageous offer (i.e. the offer that earns you the highest number of Rewards points) will be credited to your account".
Does anyone know for certain that the extra points will clash with something like the "Accor Summer Offer" ($25 discount, $1 breakfast, refundable booking)? If I book some Australian hotels via the points promotion, one of the rates I'm offered is the Accor Summer Offer. I'm hoping term 12 really just means that you can't benefit from 2 different points promotions at the same time.
Thanks.
And term 12 suggests that trying to stack it with any other deal will exclude the extra points from being granted:
"12. This offer cannot be combined with other offers or promotional benefits and does not apply to groups. If your stay meets the terms and conditions for several offers, only the Rewards points linked to the most advantageous offer (i.e. the offer that earns you the highest number of Rewards points) will be credited to your account".
Does anyone know for certain that the extra points will clash with something like the "Accor Summer Offer" ($25 discount, $1 breakfast, refundable booking)? If I book some Australian hotels via the points promotion, one of the rates I'm offered is the Accor Summer Offer. I'm hoping term 12 really just means that you can't benefit from 2 different points promotions at the same time.
Thanks.
