A LoyaltyLobby reader sent us a case where Accor Live Limitless (ALL) customer service had denied the double night credit per the 2021 policy because the stay was paid using points.
You can access Accor ALL here.
Here’s the reader’s email to us:
Rewards nights are not eligible nights for the offer, although ALL hasn’t defined “eligibility” anywhere..
This also comes after no longer being able to book with points for corporate rates (never had issues with this pre-covid..), and no complementary mini bar at MGallery as Platinum either.
Replies from ALL customer service:
Promotion in Question:
Accor ALL members earn both double nights and elite qualifying points for the entire 2021.
I was in touch with Accor:
A stay paid for with points is eligible to the double status points and status nights.
We do have a technical limitation in the case the stay is fully paid with points, but the Customer service team should at least credit the double nights
Their system doesn’t automatically credit double nights for award stays, but customer service should manually do that.
Not sure why Accor has not been able to program the system that handles crediting nights to ALL members to double all nights consumed in 2021 regardless if paid using cash or points?
Having to contact customer support several times about the issue is not optimal, especially if they are unaware of the correct policy.