Points not refunded for a free cancellation booking

[jamesdolan]

I booked and cancelled a hotel stay where it was free upto 7 days before arrival. I cancelled it 3 weeks in advance but my points have disappeared 😨

Wrote to both accor and the hotel. Waiting to see what happens

 

[Harry1]

Did it mention as prepaid booking required?

 

[jamesdolan]

It was mentioned as a flexible booking with restricted cancellation. (Refundable if cancelled upto 7 days before arrival)

 

[Harry1]

It was mentioned as a flexible booking with restricted cancellation. (Refundable if cancelled upto 7 days before arrival)

That's okay, but did it require advance payment?

 

[jamesdolan]

That's okay, but did it require advance payment?

Yep I guess so

 

[Harry1]

Yep I guess so

Hotel Points - My views on Accor hotel points redemption process

If you settle the entire bill including room tariff with points during checkout, you get both status nights and status points. But it you settle partially, you only get status points. What do you mean by "settle partially"?

www.technofino.in

Read all of my posts here.

First one is here.

Hotel Points - My views on Accor hotel points redemption process

You can ask for the final amount or the per-night amount after discounts; they will tell you that in whatever currency you choose. Compare it with the web rate and decide. Accor phone support team is really patient and will repeat things 100 times before you give your final confirmation...

www.technofino.in

 

[jamesdolan]

Yep I read similar things on flyer talk. This is a special rate where accor plus members are given semi flexible rates while the hotel sees the booking in their system as non refundable. Any suggestions on what to do? As it is nye and it happened a few hours ago I am guessing I will have to wait till tomorrow morning to hear from accor plus India team. Maybe I will try calling the hotel right now. I don't mind going ahead with a reinstated booking either.

 

[jamesdolan]

What unnecessary hassle though. And it is 38,000 points for me. Gave me a mighty scare and until the points are back or the stay is reinstated I am having quite the nye

 

[Harry1]

What unnecessary hassle though. And it is 38,000 points for me. Gave me a mighty scare and until the points are back or the stay is reinstated I am having quite the nye

Mine was much less and I was still worried 😟. I don't understand why they don't fix it

Mail everyone you can - hotel, accor plus India and All accor customer care. And keep repeating what you received in mail and app regarding cancellation policy.

 

[Walter White]

Accor seriously needs to fix its IT mess.

 

[jamesdolan]

Spoke to the hotel just now. They pleaded ignorance and were unhelpful. WhatsApped accor India team. No reply. Holiday for them today. Until tomorrow no clarity on this for me I guess

 

[Akshay9512]

I booked and cancelled a hotel stay where it was free upto 7 days before arrival. I cancelled it 3 weeks in advance but my points have disappeared 😨

Wrote to both accor and the hotel. Waiting to see what happens

Did you receive the refund and the points?

 

[jamesdolan]

Yes it is unfortunately a common issue. Have to raise a ticket everytime and they refund manually

 

[nikhilesh71]

Yes it is unfortunately a common issue. Have to raise a ticket everytime and they refund manually

Did you received the refund actually? Whom did you chased which resolved this issue?

 

[drsel]

Yes it is unfortunately a common issue. Have to raise a ticket everytime and they refund manually

If I booked a room with the free stay voucher and I cancel it, when will I get the free stay voucher back into my plus membership account?

 

[nikhilesh71]

If I booked a room with the free stay voucher and I cancel it, when will I get the free stay voucher back into my plus membership account?

Yes, you will get, Mine took 2-3 days as per my memory. Chase the support if you don't get in that time.

 

[drsel]

Yes, you will get, Mine took 2-3 days as per my memory. Chase the support if you don't get in that time.

Please provide the email and phone number of the support of AccorPlus

 

[Harry1]

Yes it is unfortunately a common issue. Have to raise a ticket everytime and they refund manually

How much time it took for refund? I had same issue again today. They have still not fixed it🤦‍♂️. Sent mail to Accor, Hotel and accor plus teams.

 

[Harry1]

How much time it took for refund? I had same issue again today. They have still not fixed it🤦‍♂️. Sent mail to Accor, Hotel and accor plus teams.

Refund received today. This time required a lot lesser effort. Just one mail to all 3 and Accor customer care did the job in 3 days.