Accor Mercure hotel in Jakarta - not eligible to earn points?

[crh66]

Hi all,

We've got a one night layover in Jakarta next year and booked the "Mercure Jakarta Pantai Indah Kapuk" (not far from the airport) on the Accor site. However, I note in the booking it states: "This stay is not eligible to earn points.", even though the hotel blurb states:

"As a Silver member When making a booking at this hotel:

• I earn Status & Rewards points
• I can use my Rewards points
• I benefit from advantages
• I can take advantage of the Members' rate"

Before I contact support, does anyone had any ideas why this would be? ..maybe I've forgotten something obvious


Thanks!

 

[eric2011]

Is it anything to do with the rate which you are trying to book?

 

[jase05]

Have stayed there before and it credited just fine.
Don’t know what the issue is.
It’s in a pretty good spot for a shortish layover

 

[crh66]

Is it anything to do with the rate which you are trying to book?

Could be, the booked rate is "ALL PLUS VOYAGEUR - 15% OFF FLEXIBLE RATE - BED AND BREAKFAST".

Though I've got others booked in Dubai and Pompeii with similar all plus voyageur rates (20% off) and points are listed. Maybe just a glitch, but will check with support

 

[queenoftheskies]

Could be, the booked rate is "ALL PLUS VOYAGEUR - 15% OFF FLEXIBLE RATE - BED AND BREAKFAST".

Though I've got others booked in Dubai and Pompeii with similar all plus voyageur rates (20% off) and points are listed. Maybe just a glitch, but will check with support

Hi, yeah I am having the issue coming up for an Ibis Ambassador in South Korea, same message about no points for this stay. Did you find an answer/outcome? Thanks

 

[crh66]

Did you find an answer/outcome?

Nope, not yet - I couldn't find an email/form for their support team.

But... I did notice on the Accor All app, that the booking does provide an estimate of points, even though it's still not displayed on the web site though

 

[queenoftheskies]

Is this for the Accor ALL program? I have used [email protected] or you can phone 1300 36 36 37 and ask to be put through to the ALL program team.

I also want to get to the bottom of this too, so on your app it shows points estimate but on your web login it does not? Or no points estimate on both logins?

 

[crh66]

Is this for the Accor ALL program? I have used [email protected] or you can phone 1300 36 36 37 and ask to be put through to the ALL program team.

I also want to get to the bottom of this too, so on your app it shows points estimate but on your web login it does not? Or no points estimate on both logins?

The booking discount is from an Accor ALL PLUS Voyageur paid subscription. It was originally booked as an Accor ALL classic member, but I cancelled and re-booked it when I joined Voyageur.

Estimated points are only being displayed on the Accor All app. No points estimate is displayed on the Accor web, it just states: "This stay is not eligible to earn points."

Thanks for those contact details, I'll drop them an email

 

[queenoftheskies]

Yes mine is the same… let me know what they get back to you with!

The booking discount is from an Accor ALL PLUS Voyageur paid subscription. It was originally booked as an Accor ALL classic member, but I cancelled and re-booked it when I joined Voyageur.

Estimated points are only being displayed on the Accor All app. No points estimate is displayed on the Accor web, it just states: "This stay is not eligible to earn points."

Thanks for those contact details, I'll drop them an email

 

[crh66]

let me know what they get back to you with!

Just to close the loop, I received a pretty fast response from support as below confirming the booking is eligible and will accrue points.

"After analysis, you have reserved with us through an Accor channel via an ALL PLUS Voyageur rate as well as the booking is associated with your membership card number. Therefore, Please rest assured that the booking is eligible and allows you to benefit form loyalty points and nights."

So the system was (is) confused due to the existence of both the voyageur and ordinary ALL membership statuses when booking... I did make two other bookings on voyageur rates at the same time and there's no issue with them, just a random bug I guess.

 

[queenoftheskies]

t

Just to close the loop, I received a pretty fast response from support as below confirming the booking is eligible and will accrue points.

"After analysis, you have reserved with us through an Accor channel via an ALL PLUS Voyageur rate as well as the booking is associated with your membership card number. Therefore, Please rest assured that the booking is eligible and allows you to benefit form loyalty points and nights."

So the system was (is) confused due to the existence of both the voyageur and ordinary ALL membership statuses when booking... I did make two other bookings on voyageur rates at the same time and there's no issue with them, just a random bug I guess.

I suspect your app and web login looks like my two photos… thanks for clarifying it’s a glitch!