Accor hotel ALL complaint email Help please

[Serenitespring]

Can anyone help me out here. I’m at my wits end.

I have lost a huge amount of points for Accor that I was building up to book a family holiday. The points would have almost paid for a substantial holiday and I was paying the remainder.

The reason was that when I tried to book their system wouldn’t accept my credit card to pay the remainder of the cost minus the cdlur if the points. My card was fine to use, there’s no problem with it. The Accor booking website seemed to crash and I couldn’t book.

The Accor website then cleared all the points to zero.

Ive contacted them immediately but they say I’ve to stay a night at one of their hotels and they will reinstate the points (they say as a gesture of good will 🤷‍♀️) but I feel I shouldn’t have to do this - this has been their mistake. I contacted them again twice to say this but they won’t even respond.

The customer care don’t respond anymore and I feel they’re not taking on board that this was their fault. I’ve missed out on the cheap flights and can’t book time off work due to this.

I can’t find anywhere a customer experience manager email or even a senior manager. Just a generic complaints email that won’t take on board my point. I’d even email the CEO if I could get a contact as I am so worried about this, the points have been building up a long time for this holiday. I know this was not down to my mistake but their system failure.

Has anyone got a contact, a name or Email address or any direction that might help me please. Putting my faith in the power of mumsnet, I always think we are everywhere!

I don't think you are going to get anywhere with this. I would bet good money that legally these points have no standing, and there will be smallprint saying that they can't be considered as your property and can be withdrawn at any time for any reason. They have offered you a path to reinstatement, I suggest you take that.

Here you go

Thank you for your thoughts. It’s not acceptable for this company to do it after I built up the points in good faith. I expected more especially from customer services. Maybe I’m the fool but I’d like to try to talk to someone in senior management before I incur more money to stay and what’s to say it doesn’t happen again!

That email for Mr O’Rourke doesn’t work. I appreciate you sharing it nevertheless.

I’ve spent hours trying to find an email address before posting here as a last resort.

They’ve got form for this. They’ll say the points have no legal standing, can be withdrawn at any time, and that they can set their own scheme T&Cs. To be honest, if you’ve got it in writing that they’ll return all the missing points (with the number there in black and white) if you stay one night; that seems a lot better than their usual response….

I’m sorry, though; it’s rubbish.

How about this one?

Have you tried getting in touch via social media?

I had something similar where I used points and then I cancelled and the points didn’t go back
I just emailed on the standard email form for points issues and they gave them back

if you don’t have to stay at that particular hotel
just book a cheap local ibis. Check in and don’t stay and get the points back

www.resolver.co.uk

Try resolver :)

Thanks for response. I’ve emailed the second person linked but have had no response. No surprise!

I guess I was hoping the Accor UK customer service director was posting on mumsnet but 🤷‍♀️

Anyone any other ideas?