A LoyaltyLobby reader contacted us yesterday about an issue with redeeming Accor Live Limitless (ALL) points for stays in Brazil. Accor allows only 10% to 30% of the room rate redeemed using points.
You can access Accor’s website here.
Question from the reader:
We Accor ALL members here in Brazil are seeing that the system no longer allows us to pay the entire amount of accommodation (less taxes and fees) with ALL points.
They are limiting this payment from 10% to 30% of the reservation amount.
Can you inform if this is happening in the accounts of members in other countries?
I tried to make a reservation for a stay at the Fairmont hotel in Rio de Janeiro. You could use a maximum of 32% worth of points towards the room rate.
ALL points are worth precisely 2 euro cents each. You can usually redeem in the lots of 2,000 points worth 40 euros towards the room rate converted to the currency of the payment on Accor’s website.
Previously, members printed out 40 euro certificates that hotels would then redeem towards the booked rate that had to be non-prepaid. You can now use points towards most if not all public rates found on their website.
Accor told me that this is a glitch:
This is an anomaly that our IT teams are currently trying to fix.
We do not intend at all to limit the number of points that a member can redeem for one stay.
I was in touch with their loyalty in France about this “feature” that turned out to be a glitch.
You must remember that hotels get nowhere near the room rate displayed during the booking process when redeeming points.
I once had a lengthy discussion with one Sofitel manager in the Middle East when they tried to use an extremely unfavorable conversion rate from EUR to AED (off by more than 10%). He said they are doing this partially because Accor reimburses 15%, if I can recall the figure right – wrote it down at the time, of the amount offset by points.
Not sure why this IT issue only affects Accor’s hotels in Brazil? Isn’t there one system in place for all reservations globally? I am glad, however, to learn that Accor is aware of the issue and working on resolving it.