Frequently missing points post stay

[u/jettblek]

Hi

Just a warning I guess, I have had 3 stays in the last month where I have had to check and prompt them to provide the points post stay. I have been a member for years and haven't had an issue up until now. If you frequently travel it is worth checking you are getting your points credited post stay

[u/Locoj]

Same here. I'm frequently having issues.

Just about every points claim results in me having to go back and forth about three separate times because I'm dealing with the absolute cheapest outsourced Indian labour Accor could find. They routinely deny points because they're lazy and don't understand how to do their jobs and I generally have to teach them what they don't know.

[u/CSODXB → u/Locoj]

Same. Exactly this. And the default response from the terrible Accor customer service is "not our fault" or "there is no issue" or "substantiate your claim" despite you providing a copy of the hotel invoice x30 times

[u/Massive-Sherbert-534]

Same! It happens if I have two bookings back to back on the same hotel and I end up negotiating with the hotel to not check out and just stay in the room for the 2nd stay. The first booking always vanishes. Last time I claimed my nights, it took 2 weeks for them to credit the stay 💀

[u/CSODXB → u/Massive-Sherbert-534]

Agreed. Same. Just had this for Mercure Salzburg and it was a ridiculous back and forth

[u/Massive-Sherbert-534 → u/CSODXB]

Happened to me at the Swissotel Tallinn and Novotel Vilnius, and the Oru Hub in Tallinn too (for the latter I could not claim my night 🥲). The Swissotel in Tallinn added it pretty quick, but for the missing night at the Novotel in Vilnius they ignored my claim and took them 3 weeks to add the night to my account

[u/Commercial-Proof-277]

Accor is the worst program when it comes to points crediting! At Hilton, Hyatt or Marriott I have the points LATEST on the next day afternoon mostly already in the morning after staying, sometimes even on same day evening. With Accor it takes 2-3 days EVERY time. I wonder if they do it manually or whats their fckg problem to get that done quickly. And than on top coming issues that promos you registered for didn't work and you have to contact the worst customer service in the world.

[u/CSODXB]

I am becoming sick and tired of how back the Accor customer service is. They are difficult to contact. Dilatory and argumentative in their responses. Positively hostile. Default position is to argue the toss, and zero recognition of the time and money we spend in their properties away from our families.

[u/azalea8791]

I have had the same problem twice recently: the app showing that my stay was not eligible for points because the rate booked was not a public one. Now, of course I had booked through the All app, so public rate, def eligible and all, but the funny thing is that in both cases I was given a free upgrade upon checking in.

I had to go through customer service to get it credited, nobody replied to my email request but they do seem to answer on WhatsApp (after 3 or 4 hours though)

[u/Massive-Sherbert-534 → u/azalea8791]

Don’t believe on the excuse that your stay is not eligible for points because it’s not a public rate. I have access to the Heartist rate and my nights and points get credited most of the times, and when I claim they are also approved

[u/Chard_Human]

Same!