Qantas Points Club Plus Benefit of Fast Track to Silver, Not Fulfilled by Accor

[hibbo]

One of the benefits for Qantas Points Club Plus members, is a fast track to Accor Silver. This is after one qualifying stay of one night. (my understanding of the conditions for Club Plus members.) The conditions are different for Points Club members.

On August 14th I made the qualifying stay. Accor has not made the adjustment.

I have contacted Accor on 5 occasions supplying all the related documentation.

They do not respond to the emails.

Having spoken to Accor staff whilst staying in their hotels, it seems even staff have trouble communicating with them.

Can anyone offer their interpretation of the the requirements for Points Club Plus fast tracking and their success or otherwise.

Thanks in advance

 

[sudoer]

On August 14th I made the qualifying stay.

Did you receive Qantas points for this stay?

 

[kangarooflyer88]

Did you receive Qantas points for this stay?

Correct. Well actually there should be two things that you see:

1. Your stay is credited to your Accor account which should also attract some points
2. If the stay is within Asia Pacific, points should be credits to your Qantas account

Here's what my Accor account looks like when I login via all.com:


If you have seen points in your Qantas account from the stay and your stay appears in your Accor account, then yes something has gone horribly wrong, since when I did a status match with them two years ago within a couple of days of my stay I had my Gold status.


So you'll want to see some activity here for stays. If you haven't that could be for a couple of reasons:

• You booked a stay at an Accor property but not directly via the Accor site. Consequently you did not earn points for the stay
• You booked direct with Accor but weren't logged into your account
• You stayed at a property ineligible to earn Accor status (i.e. ibis budget Sydney International Airport, and some ibis budget properties in Australia)
• Accor didn't post the stay to your account

If the latter, you'll want to reach out to Accor via this form providing details of your stay and they'll respond within a couple of days with the night posted to your account which in turn should unlock the silver status.

If it makes you feel any better unlocking Accor Silver status doesn't give you a whole lot of benefits, namely just a welcome drink (i.e. a coupon you can use at the bar to get a free drink). Gold gets you slightly more, in particular a welcome gift and the occasional room upgrade. Platinum (the status I have) gets you free breakfast in Asia Pacific, hotel lounge access globally, regular upgrades and early/late checkout (although that is very hit or miss especially in Asia Pacific) and two suite night upgrade coupons which let you book a (relatively) cheap room at an Accor property but then upgrade it to a luxury suite at no extra cost. Platinum benefits require staying 60 nights with Accor in a given calendar year, Gold requires 30 and Silver ordinarily would require 10. For me given how often I travel in Asia-Pacific, I can justify sticking with Accor given its relatively cheap rates and the benefits I get as a Platinum whenever I stay.

-RooFlyer88

 

[elanshin]

Afaik ALL support got swamped with their Accorplus status night going very sideways on launch and had a long time (over 6 weeks for me) to play catch-up. This could be why they haven't gotten around to it.

Also have you checked that the hotel you stayed at is an eligible hotel? There's a whole list of excluded hotels that you normally would think are included as they carry their normal branding.

 

[edgecrusher]

One of the benefits for Qantas Points Club Plus members, is a fast track to Accor Silver. This is after one qualifying stay of one night. (my understanding of the conditions for Club Plus members.) The conditions are different for Points Club members.

On August 14th I made the qualifying stay. Accor has not made the adjustment.

I have contacted Accor on 5 occasions supplying all the related documentation.

They do not respond to the emails.

Having spoken to Accor staff whilst staying in their hotels, it seems even staff have trouble communicating with them.

Can anyone offer their interpretation of the the requirements for Points Club Plus fast tracking and their success or otherwise.

Thanks in advance

Having the same issue. I understand there’s little benefit but they can at least honour their promotions no matter how trivial.

I’ve had a ticket logged for a couple of weeks now, although I’m finding with Accor that I always have to log tickets for everything.

My qualifying stays weren’t credited to my account by the hotel so I had to manually lodge a ticket to obtain and I had thought this might be the reason.

And don’t get me started to the best price guarantee cough!

Hopeless chain!

 

[hibbo]

Having the same issue. I understand there’s little benefit but they can at least honour their promotions no matter how trivial.

I’ve had a ticket logged for a couple of weeks now, although I’m finding with Accor that I always have to log tickets for everything.

My qualifying stays weren’t credited to my account by the hotel so I had to manually lodge a ticket to obtain and I had thought this might be the reason.

And don’t get me started to the best price guarantee cough!

Hopeless chain!

Did you receive Qantas points for this stay?

Yes I received points. It was the Mantra Sydney Airport.Booked through Accor.

The restaurant benefit is worthwhile if you have one nearby.

I arrived in Perth this morning after 10 weeks OS. With three days booked with Accor in Perth starting tomorrow, I'd like to take advantage of their small offerings.

Since that Sydney booking I've also spent 4 days with them in France.

My emails to them have had attachments with all the info needed. It's been a frustrating waste of my precious time.

 

[sudoer]

Yes I received points.

And for the avoidance of doubt those were Qantas points rather than ALL points?

 

[hibbo]

Correct. Well actually there should be two things that you see:

1. Your stay is credited to your Accor account which should also attract some points
2. If the stay is within Asia Pacific, points should be credits to your Qantas account

Here's what my Accor account looks like when I login via all.com:

View attachment 350702
If you have seen points in your Qantas account from the stay and your stay appears in your Accor account, then yes something has gone horribly wrong, since when I did a status match with them two years ago within a couple of days of my stay I had my Gold status.


So you'll want to see some activity here for stays. If you haven't that could be for a couple of reasons:

• You booked a stay at an Accor property but not directly via the Accor site. Consequently you did not earn points for the stay
• You booked direct with Accor but weren't logged into your account
• You stayed at a property ineligible to earn Accor status (i.e. ibis budget Sydney International Airport, and some ibis budget properties in Australia)
• Accor didn't post the stay to your account

If the latter, you'll want to reach out to Accor via this form providing details of your stay and they'll respond within a couple of days with the night posted to your account which in turn should unlock the silver status.

If it makes you feel any better unlocking Accor Silver status doesn't give you a whole lot of benefits, namely just a welcome drink (i.e. a coupon you can use at the bar to get a free drink). Gold gets you slightly more, in particular a welcome gift and the occasional room upgrade. Platinum (the status I have) gets you free breakfast in Asia Pacific, hotel lounge access globally, regular upgrades and early/late checkout (although that is very hit or miss especially in Asia Pacific) and two suite night upgrade coupons which let you book a (relatively) cheap room at an Accor property but then upgrade it to a luxury suite at no extra cost. Platinum benefits require staying 60 nights with Accor in a given calendar year, Gold requires 30 and Silver ordinarily would require 10. For me given how often I travel in Asia-Pacific, I can justify sticking with Accor given its relatively cheap rates and the benefits I get as a Platinum whenever I stay.

-RooFlyer88

And for the avoidance of doubt those were Qantas points rather than ALL points?

Yes Qantas points.

My 4 day stay in Nice is also on my Accor account.

The emails and attachments showing Points Club Plus and pdfs of my stays were sent using the form they provided.

They have not replied.

It's got to the stage where compensation for my lost benefits and wasted time is due.

 

[AFF Editor]

We got in touch with Qantas about this. They've told us that they're aware of a technical issue affecting the Accor status fast-track and are working with Accor to resolve it as soon as possible.

 

[RichardMEL]

You mention a stay in Nice (France, I assume).

iirc, and someone feel free to correct me, but aren't eligible stays for the ALL/QF partnership limited to stays in Australia/Asia Pacific? ie it's not worldwide...

eg: it says on https://www.qantas.com/au/en/frequent-flyer/partners/accor.html

Stay with Accor
Book an eligible stay in Australia or across Asia Pacific through Accor and you’ll earn Qantas Points as well as your usual Reward points.

and the conditions of the silver status mention "Participating Hotel" which I believe is a subset of Accor hotels in "Asia Pacific" which I believe is SEA, Australia and NZ (unsure about pacific islands)

Were the eligible stays made in Australia/Asia Pacific?

 

[johnhwood]

Had a very similar experience when being fast tracked. I used the in-app contact us to initiate a conversation and then was met with ”you haven’t met the requirements of staying 2-nights for 2 stays”

Where I’d actually completed 3 stays at 2 nights each which I provided documentation. When I discovered as a SG it should have been fast tracked after the first stay. After that it was a very nice email welcoming my New status.

Keep on them via email Is my suggestion.

 

[hibbo]

You mention a stay in Nice (France, I assume).

iirc, and someone feel free to correct me, but aren't eligible stays for the ALL/QF partnership limited to stays in Australia/Asia Pacific? ie it's not worldwide...

eg: it says on https://www.qantas.com/au/en/frequent-flyer/partners/accor.html


and the conditions of the silver status mention "Participating Hotel" which I believe is a subset of Accor hotels in "Asia Pacific" which I believe is SEA, Australia and NZ (unsure about pacific islands)

Were the eligible stays made in Australia/Asia Pacific?

Eligible stay was made at Accor Mantra Sydney airport.

Eligible stay for Points Club Plus members is a stay of one night.

Please correct me if I'm wrong.

 

[hibbo]

Accor finally provided the upgrade.

It took more than 3 months.

It took many frustrating precious hours while travelling ,to get them to acknowledge their commitment to Qantas.

Conversations with Accor staff, both here and overseas, clearly showed even their own staff have no praise for the company.

Avoid Accor when you can !

 

[Mattg]

Accor finally provided the upgrade.

It took more than 3 months.

It took many frustrating precious hours while travelling ,to get them to acknowledge their commitment to Qantas.

Conversations with Accor staff, both here and overseas, clearly showed even their own staff have no praise for the company.

Avoid Accor when you can !

This is a pretty good case study of how poor IT systems and lacking customer service can ruin sentiment towards a company and actually have the opposite of the intended impact of these kinds of promotions.

By providing a status fast-track, Accor is hoping to win the business of high-value customers. Instead, this experience has left you saying "avoid Accor when you can!" - says it all really.

 

[awelsh]

Accor finally provided the upgrade.

It took more than 3 months.

It took many frustrating precious hours while travelling ,to get them to acknowledge their commitment to Qantas.

Conversations with Accor staff, both here and overseas, clearly showed even their own staff have no praise for the company.

Avoid Accor when you can !

Being in the same position as Hibbo, it seems like I shouldn't be frustrated that I have been hassling Accor for a mere week - I have another 2 months and 3 weeks to go until (hopefully) success.

 

[awelsh]

Being in the same position as Hibbo, it seems like I shouldn't be frustrated that I have been hassling Accor for a mere week - I have another 2 months and 3 weeks to go until (hopefully) success.

It doesn't happen overnight... but it does eventually happen.

Yes, I am happy to report that Accor have glanced away from the Olympics and updated my status. Yay!