Does Le Club customer support exist?
Mar 31, 2019, 2:33 pm
#1
Original Poster
Join Date: Mar 2019
Programs: Le Club Accorhotels, Miles & More, Hertz Gold Club
Posts: 4
Does Le Club customer support exist?
Hi there,
I was trying to reach Le Club's customer support via my Web account, the app and even Facebook, I've sent them at least 7 messages regarding missing points from the participation in a "triple your points" type of promo. Despite they promise to come back to you in 48 hrs, I didn't receive a single reply for about a couple of months. Can someone recommend another way to contact these guys?
Thanks beforehand.
I was trying to reach Le Club's customer support via my Web account, the app and even Facebook, I've sent them at least 7 messages regarding missing points from the participation in a "triple your points" type of promo. Despite they promise to come back to you in 48 hrs, I didn't receive a single reply for about a couple of months. Can someone recommend another way to contact these guys?
Thanks beforehand.
Mar 31, 2019, 6:20 pm
#2
Join Date: Mar 2000
Posts: 938
Do you feel welcome in le Club? 
IME this is the standard...they usually reply at some point if you keep pushing. I'm not sure about promo points but for missing base points I always contacted the hotel directly and they can usually fix it.
IME this is the standard...they usually reply at some point if you keep pushing. I'm not sure about promo points but for missing base points I always contacted the hotel directly and they can usually fix it.
Mar 31, 2019, 9:08 pm
#3
Join Date: Jan 2011
Location: YYZ
Programs: Accor ALL Diamond, AC Aeroplan 25K, Nexus/GE
Posts: 2,729
Have a look at the excerpts below from the Accor Hotels employee general operations manual. These are the 4 main pillars on which the entire organization operates, and I believe it is part of a 'basic training' course that all Accor associates are required to master. They do it like nobody else can!
I'm sure if you look hard enough, you'll eventually find contact information to either a number that is not in service, an e-mail address that doesn't work, a web form that crashes, or get connected to an agent who will work very hard to fob you off on someone else to deal with.
Unfortunately, the only thing I can help you with, is in setting your expectations of this grossly incompetent company to realistic levels. But, take comfort in knowing that you're not alone in your disappointment and frustration!
I'm sure if you look hard enough, you'll eventually find contact information to either a number that is not in service, an e-mail address that doesn't work, a web form that crashes, or get connected to an agent who will work very hard to fob you off on someone else to deal with.
Unfortunately, the only thing I can help you with, is in setting your expectations of this grossly incompetent company to realistic levels. But, take comfort in knowing that you're not alone in your disappointment and frustration!
Last edited by CanadaDH; Mar 31, 2019 at 9:17 pm
Apr 1, 2019, 2:24 am
#4
Join Date: Mar 2017
Location: Spain
Programs: ALL Plat, HH Gold, Marriott GE
Posts: 1,141
Still waiting for resolution to a very major complaint in October .... get a regular ( once every five weeks or so message to say its being looked at ) and nothing.
I know that this is not a long time to wait for a reply in LCA ....
I know that this is not a long time to wait for a reply in LCA ....
Apr 1, 2019, 10:53 am
#6
Join Date: Jul 2014
Location: Saint Brieuc
Programs: HHonors, Accorhotel Platinium, Nordic Choice Platinium
Posts: 966
Well, I contacted Accor's CS yesterday at 8PM because of some points missing. I got an answer (and points !) today at 4PM : less than 24 hours.
I think I must be lucky !
I think I must be lucky !
Apr 6, 2019, 1:55 pm
#8
Join Date: Jul 2018
Location: Italy
Programs: Accor Gold, Marriott Titanium, IHG Diamond , Amex Platinum
Posts: 1,484
Arrived just now at Mercure Bari, where I have had a stay last week, points not posted.
Two days ago I got i touch with Accor CC, I have been told it’s hotel delay and they solicit them to credit the points.
Ten minutes ago asked the concierge why my points are not credited yet.
Answer: we have to credit points to 30 customers, but Accor system is blocked since 10 days ago, we can’t credit any point and we can’t change points from guests have used points for their stays ....
i don’t know why but I believe more the hotel than Accor CC 😃
Two days ago I got i touch with Accor CC, I have been told it’s hotel delay and they solicit them to credit the points.
Ten minutes ago asked the concierge why my points are not credited yet.
Answer: we have to credit points to 30 customers, but Accor system is blocked since 10 days ago, we can’t credit any point and we can’t change points from guests have used points for their stays ....
i don’t know why but I believe more the hotel than Accor CC 😃
Apr 6, 2019, 6:43 pm
#9
Join Date: Oct 2017
Posts: 103
Arrived just now at Mercure Bari, where I have had a stay last week, points not posted.
Two days ago I got i touch with Accor CC, I have been told it’s hotel delay and they solicit them to credit the points.
Ten minutes ago asked the concierge why my points are not credited yet.
Answer: we have to credit points to 30 customers, but Accor system is blocked since 10 days ago, we can’t credit any point and we can’t change points from guests have used points for their stays ....
i don’t know why but I believe more the hotel than Accor CC ��
Two days ago I got i touch with Accor CC, I have been told it’s hotel delay and they solicit them to credit the points.
Ten minutes ago asked the concierge why my points are not credited yet.
Answer: we have to credit points to 30 customers, but Accor system is blocked since 10 days ago, we can’t credit any point and we can’t change points from guests have used points for their stays ....
i don’t know why but I believe more the hotel than Accor CC ��
Apr 6, 2019, 8:31 pm
#10
FlyerTalk Evangelist
Join Date: Aug 2009
Location: Paris, France
Programs: AF/KL Flying Blue Platinum for life/Club2000 Ultimate, Accor ALL Diamond
Posts: 21,906
I don’t know if there is a problem, but I had 3 or 4 Accor stays during the last 3 weeks and points were posted within 2 days of checkout each time.
Apr 6, 2019, 10:28 pm
#11
Join Date: Dec 2016
Location: Southeast Asia
Posts: 264
Arrived just now at Mercure Bari, where I have had a stay last week, points not posted.
Two days ago I got i touch with Accor CC, I have been told it’s hotel delay and they solicit them to credit the points.
Ten minutes ago asked the concierge why my points are not credited yet.
Answer: we have to credit points to 30 customers, but Accor system is blocked since 10 days ago, we can’t credit any point and we can’t change points from guests have used points for their stays ....
i don’t know why but I believe more the hotel than Accor CC 😃
Two days ago I got i touch with Accor CC, I have been told it’s hotel delay and they solicit them to credit the points.
Ten minutes ago asked the concierge why my points are not credited yet.
Answer: we have to credit points to 30 customers, but Accor system is blocked since 10 days ago, we can’t credit any point and we can’t change points from guests have used points for their stays ....
i don’t know why but I believe more the hotel than Accor CC 😃
Too much time wasted and frustration chasing up non-posted points will most likely lead to more people giving up chasing the Platinum/new Diamond Statuses which require a rather large number of Status Points. And, as has been stated by a few people, is probably pushing both frequent and less frequent hotel users to other chains or OTAs.
Apr 9, 2019, 12:27 am
#12
Join Date: Oct 2006
Location: Christchurch, New Zealand
Programs: NZ Elite; QF Platinum; CZ Gold; MU Platinum; Marriott Titanium; Accor Platinum
Posts: 1,467
Whoops i just submitted my first ever request to them for a missing night credit on a two night back to back they only posted the second night. lets see if I get an answer
Apr 9, 2019, 1:06 am
#13
Join Date: Oct 2016
Programs: Accor, Qantas Frequent Flyer, Virgin Velocity
Posts: 570
For issues surrounding the posting of points and nights, which are the hotel's responsibility, I reach out directly to the hotel, which is usually resolved pretty quickly.