rangerss75

I have never been quite sure who is responsible for crediting bonus point from promotions, if you are lucky enough to get them credited at all. In March this year I had registered for a bonus offer for stays in the USA and when I queried the missing points, I was told I had not registered for the bonus. This was the second time this had happened. I know I did register. Why would I not register for a USA offer when I knew I was going to be in the USA during the validity of the offer? But I had no proof. Unlike other loyalty schemes, details of offers for which you register are shown nowhere on your profile, a suggestion I have made to accor rewards but which, of course, has not ben taken up.

So when I registered for two offers duting the summer, I took a screenshot/screencapture of the page telling me I had registered for the offer. The bonus points from one promotion (in the UK) went through. I even noticed that the bonus appeared at exactly the same time as the ordinary points, so I guess it was triggered by the hotel posting those. But nothing at all has appeared for a French promotion, even after staying in three different hotels. Five days ago, I sent in a request for the points to be credited and included the screenshot/screencapture, but other than acknowledgement that my request had been received and would be dealt with 'as soon as possible', I have heard nothing. Now another the points for another French hotel stay have not registered anything at at all, a week after check-out. I asked for an receipt to be emailed to me when I checked out, but the member of staff said, 'here's a printed version, that will do'. I hadn't time to argue because I needed to go out for the airport shuttle I had booked to pick me up. In fact, that didn't come, so I came back in and remnded them I had a plane to catch. The same member of staff then disappeared to deal with that.

Should I first try and hurry them on the first request (non-appearance of bonus points) and how much longer should I wait? I am loathe to start a separate request for the stay for which nothinjg at all has posted, since presumably, unless they have dealt with my first request, the bonus points won't appear for that hotel either. And in any case, I shall have to scan the paper receipt (accor seeming, unlike other reward schemes, to be incapable of tracing your booking from the reference and membership number).

The worst feature of the programme is the frequent waste of time we have to spend on these matters.

Dav77

rangerss75

No reply from Customer Service after ten days. Another stay has still not posted any points, but I want to sort out the non-posting of the bonus first.
Another poster in the 'offers' thread complains of lack of response when submitting a claim for points which have not credited.

What are we supposed to do?

gilbertaue

There used to be.. Amy.
But she has not been seen for some time.

Generally in the last couple of months the AccorHotels support on FT and direct has spiralled downwards.

nrouxel

I really regret the absence of concierge Accorhotels on this forum for a few weeks. Accor should be inspired by hilton whose HonorsRepresentative is very active on the hilton forum.

gilbertaue

You can of course argue that they don't HAVE to be on here... But with the merger etc you would think they'd be more proactive on a forum where both programs are represented...

starflyergold

It seems Accor have lost interest in FT which is a shame. Yes there is a lot of criticism but if they really want to know road warriors' opinions there is no better place to get feedback. Sometimes feedback hurts.

rangerss75

Well, I've made a second request - ten days after the original one, to which still no reply - and recevied the customary acknowledgement. After the message is sent the wesbite says that I'll hear from them within 48 hours (hmm..clarly not), while the email acknowledgement says, 'as soon as possible.' If I hear nothing by the end of the week I'll try phoning.

This enquiry concerns bonus points linked to an offer, so there is no need to send them a receipt (the regular points have credited). Twice in the past I have been told I didn't register for such an offer (though I'm 99% sure I did). This time I took a screen capture of the page telling me that I had registered and I attached that to both the original and now this second request. It would help that offers for which we had registered were noted in our profiles, and that the registeration was confimed by email. Other schemes do this.

Once this is solved, I'll chase up the hotel which hasn't recorded any points at all and insisted on giving me a paper receipt rather than the usual, useful pdf file via email.

All this is annoyingly time-consuming. But thanks for everyone's replies.

kniesel

Ive taken to social media to get responses from Accor - the responses have not been to my liking, but they responded at least.

rangerss75

Update: After my second request, I received a reply from Customer Service, saying that they will reply as soon as they can (the initial request form says 'within 48 hours'), giving me a reference number and saying 'do get in touch if you have any questions/problems' etc. Two days later, I reecive a request for details of my reservations.. Although I couldn't see whay they needed these (three hotels had posted regular ponts: this is a question of a promotional bonus), of course I sent them. And, for good measure, I added that another stay that had not been credited at all (neither regular nor promotion bonus points). That was a week ago. Nothing further since.

Is there no way this forum could indicate to someone not my particular issue, but that Accor Rewards Customer Service is utterly dire? Anyone, to whom I could write?

LeClubVirgin

I dont know but I have experienced your frustration many times so I feel for you. Customer services at accor are one of the most difficult people to deal with that I've ever had the displeasure of contacting. The whole send me a scanned picture of your invoice is the most ridculous thing ever if some points are missing.

Fyd

Accor customer support has never been great and, based on other threads in this forum, they are currently in a complete mess due to the botched merger with Fairmont. Account weren't merged properly, mine has been locked for months now, without being able to make reservations or use my points.
I also have a missing bonus points request, but have not received a response for months... so in your case, I wouldn't have high hopes to get those bonus points anytime soon. It has taken 4-6 weeks before this mess started, now it's anybody's guess... don't hold your breath.
I'm looking for contact info of media or investor relations - but they seem to be hiding as well. Anybody have any contacts at Accor Corporate?

pb9997

Accor Customer Service is basically non-existent and serves only as a messenger to inform the hotel to do the right thing. If the hotel does not do the right thing and customer insists then Customer Service keeps informing the hotel to do the right thing.

Fyd

I don't think that's fair - Accor CS first tries to get rid of the customer with a cut & paste email that doesn't relate to the inquiry at all. Only then do they inform the hotel...
They have the important function of reducing the inquiries to hotels by getting as many people as spossible to give up...

Dav77