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Novotel Newcastle - points awarded for stay retrospectively, then removed!

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carwashhair

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Stayed at above last month on a walk up rate (which was the same as being offered online). Didn't have my accor plat no. with me on taking the room but gave it to them an hour later. A week later points had not posted so emailed leclub with invoice attached, and points posted after leclub emailed back giving me no. of points awarded and total account points.

Logged in to book the other day and points had disappeared! Called leclub, they said that Newcastle Novotel had reversed the points saying the rate was ineligible for earn! At the moment this decision is being reviewed, but am wondering how this will play out. Anyone had this experience before? What recourse (if any) is there if these points don't stick?
 

puppysparkes

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Hi op, I have been credited points for two walk in bookings at the Pullman in BNE. I can't see why you would not earn points as per 7.1 below.

http://www.accorhotels.com/gb/leclub/pdf/terms-and-conditions.pdf

7.1. reServation ChannelS eligible for pointS
Stays booked at the eligible rates via the Accor distributionchannels (Accor internet sites, Accor reservations centre, hotels)and traditional travel agencies using a GDS connectedautomatically to the Accor reservation centre, will enable aMember to accumulate Points.
Stays booked via a reseller, a tour operator or an online third partytravel agent (such as Expedia.com, Booking.com, etc.) will NOTenable a Member to accumulate Points

 
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carwashhair

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Thanks for your reply, puppysparkles. Got the reply back, and they're still sticking firm. From the email:

We are sorry to inform you that this stay is not eligible for earning points because the preferential rate that was given to you does not entitle you to benefit from Le Club Accorhotels program advantages
Checking the invoice for the stay, and they have the stay listed as "Accommodation - package". I do recall asking whether the stay would earn points and front desk seemed to indicate it would. We did have breakfast included in the rate, if that is perhaps what makes the above rate a "package"? Something we didn't ask for, but did use.

It's all for 479 points, really wondering whether it's worth pursuing further. I guess that's playing right into their hands...
 

Bolthead

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I would stick to your guns if you think you are in the right. I have to admit I have never had a problem with points not posting etc... however I do often see on their website notes stating that the rates for this type of room will not qualify for points. I tend to stay away from those types of rooms. I was wondering then if the room you had, had the same note on the internet. (I guess it is impossible to check that now) It seems odd that they offered you a good rate considering you didn't have your card with you. Good luck!!
 
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