No points accrued after stay! How to claim?

[M@rcoPolo]

I stayed at the Mercure Hunter Valley a couple of weeks ago, stay was paid in part by redeeming points with the balance paid by credit card in advance, during the stay I charged breakfast and dinner to the room and that was paid at check-out by credit card.

Couple of weeks later I noticed points for this stay never posted so I called the hotel and I was informed that if they stay was paid - even partly - by redeeming points then there's no accrual whatsoever on the balance paid by credit card / cash and no accruals for any additional expenses (e.g. meals, etc) charged to the room during the stay and paid by credit card / cash.

This was never an issue in the past in other hotels... has anyone out there had a similar experience?

 

[eric2011]

I stayed at the Mercure Hunter Valley a couple of weeks ago, stay was paid in part by redeeming points with the balance paid by credit card in advance, during the stay I charged breakfast and dinner to the room and that was paid at check-out by credit card.

Couple of weeks later I noticed points for this stay never posted so I called the hotel and I was informed that if they stay was paid - even partly - by redeeming points then there's no accrual whatsoever on the balance paid by credit card / cash and no accruals for any additional expenses (e.g. meals, etc) charged to the room during the stay and paid by credit card / cash.

This was never an issue in the past in other hotels... has anyone out there had a similar experience?

I often use points plus pay and always get something, not the full amount though. Put a copy of the room bill through the missing points section

 

[RooFlyer]

It's bollocks, in my experience. Claim missing points as eric2011 suggests.

 

[serfty]

I often use points plus pay and always get something, not the full amount though. Put a copy of the room bill through the missing points section

I had a stay in August that has not posted - after a week I used the online missing point claim function.

Crickets ...


So I tried again ...


More Crickets.

Does anyone have advice on how I may get these points credited since my claims are seemingly being ignored.

 

[collcars]

Off memory one of the Accor hotels in the Hunter Valley doesn't issue points at all.

 

[gaz0303]

From an email trail about some of my missing points from another accor hotel who tried to help, but have their hands tied..
"We would like to remind you that, as stipulated in the Le Club AccorHotels program General Terms and Conditions, you have up to a maximum of 7 days after the client's check-out to credit the points. After that time, we can no longer cancel this transaction. Only the member can submit a request to Customer Service to adjust missing points. Thank you for understanding.Your Hotel HelpDesk remains attentive to your needs and is at your disposal to provide any additional information you may require."

I sent my invoice via the online contact page on the accor website, requesting correct credit of the stay. If no response, I will try the number given to me by the hotel. Le Club Member Services – 0280238787

 

[RooFlyer]

I had a stay in August that has not posted - after a week I used the online missing point claim function.

Crickets ...

So I tried again ...

More Crickets.

Does anyone have advice on how I may get these points credited since my claims are seemingly being ignored.

In the case of Accor, I think the only hope one has is with dialogue with the hotel directly. I was chasing missing points for two hotels overseas ... central claim got crickets too, but e-mail to the hotels direct got overnight response and points in one case, and points after a reminder in the second case.

 

[oz_mark]

I had a stay in August that has not posted - after a week I used the online missing point claim function.

Crickets ...


So I tried again ...


More Crickets.

Does anyone have advice on how I may get these points credited since my claims are seemingly being ignored.

While online claims have generally rectified things within a day for me, there was one case where I had to go back to the hotel. They processed them as goodwill points or some such.

 

[ChrisDPom]

Had this happen 4 times last year. Got 2 sorted and gave up on the others (both small and not worth further hassle).

Also, further to the comments above, be careful using points when they have their promos such as the stay 3 sets of nights to get 6,000 extra points.

I have noticed their T & Cs change every year on this as they tighten up the rules.

 

[serfty]

This may be my only stay at an Accor for the year ... the stay credit will keep the few points I have alive for another 12 months.

 

[kermatu]

I've had a couple of problems this past month with pre-paid stays (just dollars, not points). I am trying direct with hotel rather than through central claims. Don't like my chances. Need it to retain Platinum (though may end up qualifying through some more upcoming stays I hadn't anticipated).

 

[ChrisDPom]

This may be my only stay at an Accor for the year ... the stay credit will keep the few points I have alive for another 12 months.

Fight to the death then!!