a-club - anyone having issues with getting points allocated? I'm about to give up

[craven morehead]

I've been having trouble lately even getting them to accept the scanned invoice. After they (frequently) did not update my stays, I sent in the stay details with a copy of the invoice. The response that I got (more than once) was that the invoice wasn't good enough. I can't remember the exact words, but I've pretty much given up on them.

Agree whole heartedly with these comments :mrgreen:

 

[gumpy]

I've been having trouble lately even getting them to accept the scanned invoice. After they (frequently) did not update my stays, I sent in the stay details with a copy of the invoice. The response that I got (more than once) was that the invoice wasn't good enough. I can't remember the exact words, but I've pretty much given up on them.

what the hell do they want? pictures from your stay? soiled bed sheets with DNA proof?

 

[Vinny]

what the hell do they want? pictures from your stay? soiled bed sheets with DNA proof?

Try it and let us know how it went.

With Accor I mean.

 

[thewinchester]

I'm an A|Club Gold, and did have trouble the first and only time I've had to make a points claim (a Novotel property as well) due to non-crediting. This is the FAQ I wrote for Milepoint on this subject, and it is the only method you should follow (inc escalation path) to both make claims, and resolve when they go wrong:

Missing points

How do I report/claim missing points?

Missing points must be claimed through the A-Club website, and you will need a scan, PDF or photograph of your hotel folio to file a claim.

To make your claim, login to the A-Club website, and select Customer service > Claim points.

At the completion of the process, you will receive an email confirmation. Keep this confirmation handy, as if your points are not credited, you can quote this when you call/emaill for follow-up, and will save you from re-sending the documentation.

I need a copy of my folio for a missing points claim - how do I get one?

Copies of your guest folio must be requested through the property, and are best done by email.

To find the email address for the property in question, visit the Accor Hotels website, and search for your hotel using the Find a hotel tab (only enter the location, no need to select dates).

Once you have found your property and brought up the page, and look down the right hand side until you see contact the hotel, and the email address for the property will be displayed there.

So to summarise;

1. Contact the hotel by email for a copy of your folio.
2. Use the A|Club website to submit the claim, and make a note of the claim reference number just in case you don't receive the confirmation email.
3. If they decline the claim, call your local service number, quote the claim reference, and they will resolve it over the phone (takes 5-10min).

Incoming emails at Accor properties are either handled by Conceirge, Business Centre or Front Desk lead (accepted time frame is within 72hrs), and they are all very responsive. But on the odd chance the hotel does not respond to your email request for a copy of the folio, I recommend seeking out if they property has a twitter account. Accor hotels using social media are generally quite responsive, and will get back to you using the medium if you report an issue - and this is specially true of the higher end properties (Sofitel, Pullman, Mecure).

If you've followed all the above steps to the letter and you still have problems, PM me and I can reach out to some of my Accor social media contacts for some extra assistance.

 

[Mal]

I recently had a missing A-Club stay. It was prepaid, and I billed nothing to my room, so no receipt given.

After waiting 8 days, lodged a "missing points" request, explained in the comments that it was prepaid and I wasn't given a receipt when I left, but quoted my booking number and attached a copy of the booking confirmation email showing payment.

Points were credited in less than 24 hours. Pretty happy with that (although I shouldn't have had to chase it up).