Complaints to Accor LeClub experiences

[funkyr]

I recently made a complaint to LeClub and wasn't all that impressed with the way it was handled. There was a general lack of communication (up to 3-4 weeks after making the complaint online I had to call up to find out what was going on). I didn't receive an acknowledgement of my complaint.

I was wondering how everyone else's experience of complaints to LeClub have been? I seldom make complaints but LeClub seem to stand out as being one of the worst to resolve issues.

 

[blackcat20]

I made a complaint a couple of years ago and never heard anything. Since then I've found it better to speak directly to the manager of a particular hotel....

 

[wooley]

To be deleted

 

[puppysparkes]

I've had a good, but if I recall correctly, somewhat slow response to my complaint. In 2013, I used a points plus pay option to book a room at the Hanoi Sofitel. The points were deducted but I was charged the full rate. Thankfully the GM or similar left us a business card, which I kept. I realised the error 6 weeks later and sent a polite email to him. I received a thank you, someone will contact you shortly response... I think it was 4-6weeks later I received a refund of AUD80. It was a small glitch in an otherwise flawless stay. Looking forward to our upcoming stay this year. Highly recommended.

I have also been charged for rooms which were booked as fully flex and, cancelled in accordance with the t&c's. This occurred at both the Novotel Canberra and Novotel Rockford Darling Harbour. The process involved a reversal which is processed by their accounts department, which took up to 3 days from memory. The communication was lacking on both occasions.

 

[Deleted member 9370]

I made a complaint a couple of years ago and never heard anything. Since then I've found it better to speak directly to the manager of a particular hotel....

Concur! Accor HQ is abysmal. Have sent over 7 request for Le Club points missing after a stay and so far nothing, zilch, zip!
However, management and staff at Accor properties that I stay in Canberra, Brisbane & Melbourne are excellent.

 

[ksthommo]

Concur! Accor HQ is abysmal. Have sent over 7 request for Le Club points missing after a stay and so far nothing, zilch, zip!
However, management and staff at Accor properties that I stay in Canberra, Brisbane & Melbourne are excellent.

I've had success emailing the hotel I stayed at, not posting missing points claims. Points/Stays appear not long after emailing requesting the points.

 

[Deleted member 9370]

I've had success emailing the hotel I stayed at, not posting missing points claims. Points/Stays appear not long after emailing requesting the points.

Thanks. Will try this approach.

 

[Comoman]

I've had 1000's of points suddenly deducted from my account under the line "Account Regularization". Around 20 entries. The call centre have not seen this before and had to refer it to Paris. I week later still no response.

Very annoying.....

 

[funkyr]

Concur! Accor HQ is abysmal. Have sent over 7 request for Le Club points missing after a stay and so far nothing, zilch, zip!
However, management and staff at Accor properties that I stay in Canberra, Brisbane & Melbourne are excellent.

This is comforting to know that's it's not just me. Abysmal sums it up perfectly.

 

[sycokid]

Twice in the past couple of years i've reported with proof that i had booked a room cheaper than on the Accor website and within days have been notified that my first night at each hotel was to be free as per price promise ( both times were before they changed the rules to 10 % lower)

 

[Virgin Bart]

HO is pathetic. Go to GM.

 

[OzEire]

Tried to have things resolved a few times. Hopeless. Worst customer service of any loyalty program I have dealt with.

My advice: its worth spending the time during the stay to fix everything ... once you leave the hotel forget about it!