READER COMMENT: Le Club Accorhotels February 8,000 Bonus Points Promo Posting Issue (Maddening Customer Service Experience)

15 Comments

Le Club Accorhotels run a promotion for total of 10,000 bonus points for three stays that were booked in February 23 – March 15 and consumed by August 31, 2015.

Le Club Accorhotels February 2015 8,000 Bonus Points Posting Issue

A LoyaltyLobby reader sent me an email about a maddening experience of getting his 4,000 bonus points posted for the third stay.

Most of these promotion terms and conditions include text that the offer cannot be combined with other offers and that the points can take close to a month to post, but that has not been my personal experience.

READ MORE: Le Club Accorhotels Rate & Bonus Points And Miles Promotions

Here’s the email that the reader sent to me:

Not sure if you’re interested but this was quite an ordeal.

I was denied first the final 4K points because they said, in their first brush-off reply, that I had signed up for some random 300-point promo (I never signed up for it but it had credited into my account) for the Brazil stay. I’ll guess that this promo was put in by hotels or Accor to help them avoid paying this promo on cheap hotels like the one I stayed in.

Then they said that I hadn’t booked within the promo period (they said I booked the hotel the day I stayed there–also false, my confirmation was from Feb. 20 after you posted this deal on LL).

Finally they said I had to wait 28 days from the stay, even though all the other stays had posted automatically, the next day.

Here is the last email from them with the final (good!) decision. What a ridiculous system.

Obviously a team of workers trained in NOT crediting points, but I’m happy with the way it turned out, though I did have to resort to threatening court action! I was not going to be denied 😀

I’ll forward the other ones too.

Here’s the email conversation between him and the Le Club Accorhotels service center:

Here’s the missing stay request that the reader sent:

Hi, I already got my points credited for this stay (299 points), which is correct, so I didn’t put my invoice because it credited correctly for the stay.

But I also signed up for the “Stay 3 times, get 8,000 points) promo. This was my 3rd stay that would credit, so I should get 4,000 points that I’m still owed for the Promo.

It seems that I got 1,000 points for my Novotel Buenos Aires stay last week (shows up as Promo LCAH) and then I stayed at Foz do Iguacu, (but didn’t get any LCAH), and then I stayed in Ibis Buenos Aires after that and then I DID get 3,000 LCAH points. Since the LCAH credited immediately for the others, I assume this is a problem with this stay at the Ibis Foz do Iguacu.

PS– I didn’t include my folio because while the regular points did post correctly, the LCAH 8K for 3 stays bonus didn’t post.

Here’s the reply from Le Club Accorhotels:

We regret to inform you that your reservation from April 01, 2015 to April 02, 2015 at the hotel ibis Foz do Iguacu was not eligible to the “Receive up to €160 in points” offer because you have been credited already a 200 bonus points for Oferta ibis +200pts offer promo.

According to the terms and conditions: The offer cannot be combined with any other Le Club Accorhotels promotional offers and does not apply to groups.

Looking forward to welcome you soon in one of our hotel, thank you for your loyalty in Accor Group.

Here’s the reply from the reader to Le Club Accorhotels:

I never signed up for any “Oferta Ibis promo for 200 points.”

The hotel gave me this 200 points, I never requested it.

However, I DID sign up for the “Receive up to €160 in points” promo.

So the hotel gave me  promo of 200 points instead of 4000.

Please change that– remove the 200 point promo, and add the correct amount of 4000.

And further reply from Le Club Accorhotels:

We regret to inform you that your reservation from 01/04/2015 to 02/04/2015 at the hotel ibis Foz do Iguacu is still not eligible to the offer “Receive up to €160 in points – February 2015”.

As per terms and conditions of this offer, the booking dates should be between 17/02/2015 – 15/03/2015. Your reservation was originally booked on 01/04/2015.

We look forward to welcome you soon in one of our hotel, thank you for your loyalty in Accor Group.

And here’s a follow up from the reader:

I sent this reply to you on the 10th but never heard back. Please let me know if you are processing my request. Thanks so much!

April 10, 2015

Dear Accor Le Club,

Thanks for your reply.

However, I definitely did NOT make my booking on the same day as I checked in!

I made the booking on February 21st, which is inside the correct terms of booking:

02/21/2015Accor Hotels (confirmation number removed) $39.64

Again, I never signed up for any Oferta Ibis promo either.

So the hotel gave me  promo of 200 points instead of 4000.

Please change that– remove the 200 point promo, and add the correct amount of 4000.

This is my 3rd request for points that I earned honestly and under the correct terms.

I’m a loyal Platinum member.

And here’s the reply from Le Club Accorhotels:

We refer to your email regarding your request to credit the LCAH FEBRUARY OFFER for your stay at ibis Foz do Iguacu last April 1, 2014.

We are sorry for the inconvenience however please be reminded that as per the terms and condition of LCAH FEBRUARY OFFER:

9. Le Club Accorhotels bonus points will be credited onto the member’s account within 28 days following departure from the hotel.

If you still have not received the LCAH bonus points after 28 days, please inform us so we can process it.

We remain at your disposal for any further information.

And here’s the reader follow up:

Seriously?

I have had to waste a lot of time dealing with this.

On exactly the 28th day following my departure (April 30th), I will contact a lawyer to file a small claims suit against Le Club Accor. I am a Platinum member and have been given two (completely incorrect) reasons for not giving me the 4,000 points that I earned honestly and correctly:

1) That I didn’t book this hotel during the LCAH period, which was FALSE.

2) That I’d signed up for some 300 points offer, which cancelled out the LCAH. However, also FALSE.

3) Now, that it’s not been 28 days for the points to post. Really? It’s been 22 days. Doesn’t that seem also like I’m being ignored? By the way, I waited more than a week to be told this one. Ridiculous. For the other two hotels (Novotel Buenos Aires and Ibis Buenos Aires) the LCAH FEBRUARY OFFER credited on the SAME DAY that the stay points credited. Now this hotel is waiting 28 days? I don’t believe it.

I am very tired of these small excuses.

Please forward to a manager.

I’m copying the Foz Do Iguacu email as well, so they can see what’s happening. I have had VERY Positive things to say about the hotel on Trip Advisor.

This will change on April 30th if there is no 4,000 points put into my account.

And here’s then the successful outcome:

This is in reference to your email dated 24 April 2015 regarding your Le Club Accorhotels bonus points.

First, please accept our apologies for the delayed response and thank you for your patience.

We are pleased to confirm that the 4000 bonus points have been credited to your Le Club Accorhotels account.

We invite you to check the details of your operations by going to your account:

1. Access your “Account”

2. Enter your e-mail address or your Le Club Accorhotels account card number, as well as your password

3. Click on the heading “My Loyalty Card”

4. Find the detail of your operations in “My points history”.

Thank you for your trust and let us know if we can be of further assistance.

See you soon at our hotels.

Conclusion

Well. I would have gone nuts at some point. Based on my own experience the bonus points always post automatically with the stay. If they don’t, you have a big program ahead of you as the reader’s email above illustrates.

There are often regional promotions that don’t require registration and there is nothing you can even do to get them not to post, as they are tied to the rate that you pay. Trying to deny the last hurdle of 4,000 points because of this is ridiculous.

I am glad that the reader took his time and had patience. Many would have just dropped the whole deal after the first denial, but sometime you must be persistent.

If you enjoyed this article, get our blog updates for free!

SHARE
Previous articleAvianca LifeMiles 120% Buy Miles Purchase Bonus May 5 – 29, 2015
Next articleAirberlin Topbonus Miles Earning Changes Domestic & Europe May 5, 2015

YOU MIGHT ALSO LIKE