GENERAL CONDITIONS OF USE

From 1 January 2017

 

1. PROGRAMME DESCRIPTION

The Le Club AccorHotels loyalty programme (the Programme) provided by PRO-FID SAS (the Administrator), the company handling customer loyalty for AccorHotels group hotels, is designed to enable its Members to enjoy various benefits (as described below) during their stay at AccorHotels Group hotels participating in the Programme and with our Programme Partners.

 

The Le Club AccorHotels Programme is applicable only if allowed by law in the Member's country of residence. If it is not allowed, membership is null and void.

 

2. DEFINITIONS

Adjustment: Points credited following a claim by the Member or an error on the part of the Programme.

Advance: Cash advance granted occasionally by certain hotels, but which is not eligible for earning Points.

Check-in: Date of arrival at the hotel.

Check-out: Date of departure from the hotel.

Customer: Individual (not a Member of the Programme) staying the night at an AccorHotels hotel or booking Day Use.

Day Use: Use of a hotel room where Check-in and Check-out take place on the same day.

Eligible Night: A night spent by a Member that can be collected to enable reaching a Status level according to the scale presented in Article 8. Eligible nights are only those nights where a Member has stayed in a hotel participating in the Programme, booked through an eligible distribution channel and paid a rate eligible for earning Points, as described in Articles 7.1 and 7.2 below.

Member: Customer who has accepted the Programme’s General Conditions of Use.

Partner: Company not operated by the AccorHotels group and participating in the Programme in one of the three following ways: by providing Le Club AccorHotels Rewards Points to Members on their expenses within its network; by accepting Le Club AccorHotels Rewards vouchers for purchases within its network; and/or by providing the opportunity to transfer Le Club AccorHotels Rewards Points to its own loyalty programme or vice versa. Partners can operate in a number of sectors including the transport, leisure, retail and tourism sectors. In particular, hotels that are not operated under an AccorHotels brand and distributed through the www.AccorHotels.com website or the AccorHotels mobile app can become Partners.

Point: Unit generated by a Member according to a set scale, following an eligible stay at a hotel participating in the Programme, the purchase of eligible services from a Partner or in the context of eligible offers or promotional operations. There are two types of Points, Rewards Points and Status Points, which are accounted for separately and cannot be combined.

- Rewards Points: Points obtained by a Member as described in Article 7.4 and that the Member may be redeemed for Rewards.

- Status Points: Points obtained by a Member as described in Article 7.8 and that allow the Member to access the programme’s various Status levels.

Reward: Any service or product obtained using Rewards Points collected on the Member’s account.

Status: Level depending on the number of Eligible Nights or the number of Status Points earned by a Member over a given period and that corresponds to (i) advantages received by a Member at a hotel participating in the Programme and (ii) the scale of Rewards Points earned.

Transaction: Crediting or debiting points from a Member's account.

 

3. HOTELS PARTICIPATING IN THE PROGRAMME

The hotels participating in the Programme are hotels operating under an AccorHotels brand, with the exception of the hotels and brands listed on the Le Club AccorHotels page of the AccorHotels.com site (see list of participating brands and non-participating hotels and brands).

 

When a hotel or brand joins the AccorHotels network or begins to participate in the loyalty programme, only stays in the hotel that have been made after this joining or first participation are eligible to earn Points and other programme advantages for Members.

 

If a hotel leaves the AccorHotels network or ceases to be a participating hotel after the Member makes a booking but before the Member’s actual stay, the Member:

-       will not earn Points and will not have access to any Status-related service or advantage at the hotel,

-       will not have access to any special offers in which the hotel may have participated,

-       if applicable, will have Rewards Points re-credited for all or part of booking and will be required to pay the amount corresponding to the number of Rewards Points used for the booking at the hotel,

-       will not be able to use Le Club AccorHotels Rewards vouchers in this hotel.

 

4. PROGRAMME MEMBERSHIP

4.1. Conditions of Membership

The Programme is open to all persons who are legally considered to be an adult or have the legal capacity to sign a contract in their home country.

 

Membership in the Programme is free of charge.

 

Members have a membership card, sent to them as a physical card or available electronically online, depending on the Member’s Status and/or choice. Whether in physical or electronic format, the membership card is nominative and strictly personal. It cannot be sold, loaned or transferred. The membership card is not a means of payment and cannot be used to guarantee a booking. The card lists the Member’s name, individual identification number and expiry date of Status (for Silver, Gold and Platinum Status levels – see Article 8 below). The rule is one membership card per member.

 

The card may be used only by the Member whose name is printed on the card.

 

A valid e-mail address is required to join the Programme. Two or more Members may not use the same email address. By joining the Programme, the Member agrees to receive electronic communications relating to the operation of, and services offered by, the Programme, including information messages, Points statements, and information regarding the operation of the Member's account. If the Member no longer wishes to receive this information, which is considered essential to Programme operation, the Member shall follow the Programme termination procedure set forth in Article 12.1.

 

Program Members accept that the Programme may be modified, totally or partially, at any time. Within a reasonable period of time before their application, Members will be notified of any changes made to the Programme that may substantially modify their rights and obligations relating to the Programme, particularly through information posted on the AccorHotels.com site and/or via electronic communication. Members have the possibility of terminating their membership as outlined in Article 12.1. Participation in the Programme following the effective date of modifications implies acceptance on the part of the Member.

 

The Member must not disclose his/her personal account password to any other party. The Member accepts responsibility for all operations to and from his/her account.

 

4.2. Registering as a Programme Member

A Customer may join the Programme in any of the following ways:

-       During his/her stay at a hotel participating in the Programme;

-       By registering online on the AccorHotels.com website;

-       Via the AccorHotels telephone reservation centre.

-       By any other means made available to the Customer.

 

The Customer shall provide the required and obligatory elements when applying for membership.

 

New Members must accept the Program’s General Conditions of Use, either online or at the hotel, depending on conditions for joining.

 

Once accepted, the Member will fully benefit from all Programme services, including access to the different functions of the AccorHotels.com website (such as accessing Rewards, checking his/her personal account, redeeming Rewards Points, etc.), and recognition by all AccorHotels Internet sites and call centres when making reservations.

 

4.3. Personal Member Account

Using their personal account, Members can:

-       View account balance, Eligible Nights balance, transaction history, and status.

-       Be recognized on the AccorHotels.com website and mobile services.

-       Enter accommodation preferences, personal preferences, and favourite brands and destinations.

-       View reservation history and modify current reservations, if necessary.

-       Subscribe to AccorHotels, Le Club AccorHotels and AccorHotels brand newsletters, and manage subscriptions online.

-       Access personalized offers and services.

 

5. CARD USE

In order to enjoy the various benefits that come with being a cardholder, Members must provide their loyalty card number whenever they wish to take advantage of one of the services available and/or present their loyalty card (in either physical or digital format) when checking into a hotel. Members who do not meet the aforementioned requirements will not be authorized to take advantage of the programme-related benefits.

 

In the event of loss or theft of his/her membership card, the Member must notify the Programme Administrator and order a new card in the “Receive your card by mail” section of the Member’s personal account on the AccorHotels.com website.

 

6. MEMBER RESPONSIBILITIES

Any breach by a Member of these Conditions of Use, abusive or fraudulent use of the card, Points or Le Club AccorHotels Rewards vouchers, communication of falsified information and/or detrimental or objectionable behaviour (in particular, regrettable, malicious or insulting behaviour towards hotel staff or customers) may result – at the sole discretion of the loyalty Programme Administrator – in the temporary suspension of the Member’s Programme membership or termination of membership without notice or compensation and cancellation of any Points earned by the Member with his/her card, as per the terms stipulated in Article 12. This suspension or termination shall be without prejudice to the Programme Administrator’s right to take action with respect to a Member.

 

7. EARNING LE CLUB ACCORHOTELS POINTS

When a Member makes an eligible stay at one of the hotels participating in the Programme and this stay includes at least one paid night that the Member actually spends at the hotel, the Member's account is credited with Points and nights corresponding to the stay. Day Use generates Points credit only, and no Eligible Night will be counted.

 

Only a whole number of Points may be credited. If application of the Points earned scale leads to Points with a decimal fraction, the number of Points credited will be the next lowest whole number if the number after the decimal point is less than 5 and the next highest number if the decimal is equal to or more than 5.

For crediting Points, the amount paid in local currency outside the euro zone will be converted to euros before applying the earned Points scales. The exchange rate applied by the hotel at Check-out is taken from the "Multidevises" database (a Reuters Bank database of monetary and financial information).

Points and Eligible Nights may not be transferred to another Member. They are strictly personal and non-transferable.

 

Points do not constitute a means of payment and have no monetary value. No money shall be provided for lost or unused Points.

 

7.1. Reservation channels eligible for points

Only stays booked at eligible rates via AccorHotels distribution channels (AccorHotels Internet sites, AccorHotels reservation centre, hotels) and traditional travel agencies using a GDS (Global Distribution System) connected automatically to the AccorHotels reservation centre, entitle the Member to earn Points.

 

Eligible stays therefore do not include stays booked via a reseller, tour operator or third-party online travel agent (such as Expedia.com, Booking.com, etc.). These stays do not enable the Member to earn Points or to collect Eligible Nights to obtain a Status.

 

7.2. Eligible booking rates

Only stays booked at an eligible rate enable benefitting from the Programme.

 

Eligible booking rates include all public, corporate, and promotional rates, except for the following:

-       Room rates for group bookings when the rooms are invoiced to and paid for globally by the organiser (excluding the Meeting Planner promotional offer);

-       Rates proposed to employees of partner companies (travel, tourism, etc.), also known as “Partner/Industry Rates”;

-       Room rates for crew members (airline, shipping, or other);

-       Rates for AccorHotels employees, employees of AccorHotels Group partner companies and service providers;

-       Tour operator rates.

 

7.3. Eligible expenses

Only the following expenses are eligible to earn Points and only if they are paid for by a Member who is actually staying at the hotel:

-       Expenses for Member accommodations and, if applicable, for one other room at the same hotel on the same date (for a maximum of two invoiced rooms), provided that (i) the Member is staying in one of these rooms and that (ii) the second room is not occupied by another Member; note that if the Member books two rooms, Points are earned for these rooms, but the number of Eligible Nights is based only on the Member's room;

-       Services in addition to hotel accommodations, namely: mini-bar, telephone, room service, pay television, Member meals at the hotel restaurant, and drinks at the hotel bar.

-       Expenses for thalassotherapy and balneotherapy services provided at a Thalassa Sea & Spa centre connected with the participating hotel, provided that the Member stays at the hotel.

 

Points are calculated on the basis of the total invoice for eligible expenses, excluding tax. The invoice must be fully settled, in other words the payment must have been accepted and confirmed by the hotel. In the event of full or partial default in the payment of an invoice, and notably if the Member stops the payment of a cheque, issues a cheque that bounces or disputes a bank card payment, he/she will not receive any Points for the transaction in question and will not accumulate any Eligible Nights.

 

Eligibility rules for the following expenditures vary depending on the infrastructure of each participating hotel:

-       business centre;

-       boutique purchases;

-       spa products and services;

-       hair salons;

-       beauty parlours;

-       golf green fees;

-       parking;

-       laundry services.

 

The following expenditures do not qualify for earning Points:

-       additional expenditures incurred as part of a non-eligible stay (even if settled at the hotel);

-       taxes (notably VAT), tips, taxis, transfers to/from the hotel, service charges and other applicable charges;

-       advances;

-       expenses incurred as part of organising a company seminar, banquet or any other event – including private events – settled globally by the Member (except for the Meeting Planner promotional offer);

-       all charges and expenses which are not specifically listed as eligible expenditures.

 

7.4. Rewards Points Scale

The Programme offers four Status levels that are attributed according to the number of Eligible Nights or Status Points earned: Classic, Silver, Gold and Platinum.

Each Status has its own scale for Rewards Points earned, as shown in the table below, on the basis of 10 euros in eligible expenses.

 

 

PER 10€ OF ELIGIBLE EXPENDITURE

STATUS

NUMBER OF REWARDS POINTS  EARNED AT PARTICIPATING BRANDS (EXCLUDING MAMA SHELTER, ADAGIO, ADAGIO ACCESS, IBIS* AND IBIS STYLES)

NUMBER OF REWARDS POINTS  EARNED AT MAMA SHELTER, IBIS* AND IBIS STYLES

NUMBER OF REWARDS POINTS EARNED AT ADAGIO (EXCLUDING ADAGIO ACCESS)

NUMBER OF REWARDS POINTS  EARNED WITH ADAGIO ACCESS

CLASSIC

25

12.5

10

5

SILVER

31

15.5

12.5

6.25

GOLD

37

18.5

15

7.5

PLATINUM

44

22

17,5

8.75

 

*Hotels operating under the ibis budget brand do not participate in the Programme (see list of participating and non-participating hotels and brands)

 

 

At Thalassa Sea & Spa establishments, the applicable Points scale is the one used by the hotel where the Member stays.

If a Member's Status changes between booking and Check-out, the rules used for attributing Rewards Points will be those of the Status at Check-out. For a stay of several consecutive nights, Members are entitled to only one Rewards Points credit when the total invoice is paid.

 

 

7.5. Earning Rewards Points with Partner brands

It is also possible to earn Rewards Points with Programme Partners according to conditions that are specific to each Partner; these may be consulted in the Le Club AccorHotels section of the AccorHotels.com site.

 

7.6. Special offers and promotional operations

Members may also earn Rewards Points in the context of special offers or promotional operations organised by the Programme. In this context, earning Rewards Points depends on meeting specific conditions that apply to each offer or operation and that are communicated to Members.

 

7.7. Validity of Rewards Points

Rewards Points are valid for 365 days from the date of the event generating credit. For Rewards Points collected after a stay at a participating or Partner hotel, this date is the date of Check-out.

The validity of Rewards Points collected by a Member is extended by 365 days each time the Member stays at a participating or Partner hotel that is eligible for earning Points.

If the Member does not stay at a participating or partner hotel that allows earning Points during a period of 365 consecutive days, all the Rewards Points in his or her account, whatever their origin, will be lost without prior notice, without being able to restore or transfer these Rewards Points.

 

7.8. Status Points Scale

The table below shows the scale for earning Status Points on the basis of 10 euros of eligible expenses.

 

FOR €10 SPENT

STATUS

Number of Status Points earned with participating brands (except Mama Shelter, Adagio, adagio Access, ibis* and ibis styles)

Number of Status Points earned at Mama Shelter, ibis* and ibis styles

Number of Status Points earned at Adagio (except Adagio Access)

Number of Status Points earned at Adagio Access

CLASSIC

25

12.5

10

5

SILVER

GOLD

PLATINUM

*Hotels operated under the ibis budget brand do not participate in the Programme (see the list of participating brands and hotels and brands that are not included)

Status Points are valid until 31 December of the calendar year in which they were earned.

 

8. STATUS

Members may at any time access a higher Status if they reach the required number of Eligible Nights or Status Points, as shown in the table below.

 

STATUS

Number of Eligible Nights

Number of Accumulated Status Points

SILVER

10

2,000

GOLD

30

7,000

PLATINUM

60

14,000

 

At the start of each new year, an assessment is made of Eligible Nights spent and Status Points earned by a member during the previous calendar year:

-       If, during the previous calendar year, the Member reached a threshold allowing maintenance of his/her current Status or access to a higher Status, he/she keeps this Status for the current calendar year;

-       If, during the previous calendar year, the Member did not reach a threshold allowing maintenance of his/her current Status, he/she will have a Status corresponding to his/her activity during this period, as indicated on the scale below.

Eligible Nights and Status Points counters are reset to zero on 1 January of each calendar year.

The use of Rewards Points has no effect on keeping or changing a Status.

As a transitional measure, the Status obtained by a Member on 31 December 2016 will be maintained until 31 December 2017, in application of the Status attribution rules on 1 January 2017. Member activity during calendar year 2016 will not be taken into account for attributing a higher Status to a Member during calendar year 2017.

 

9. BENEFITS AND SERVICES OFFERED TO MEMBERS

In addition to receiving Points, Members with a status of Silver or higher are offered certain benefits associated with their Membership Status level.

 

Only the cardholder Member is entitled to the benefits associated with the membership card.

 

These benefits are offered on the condition that the Member’s stay is eligible for earning Points.

 

These benefits are described more fully in the “Le Club AccorHotels” section of the AccorHotels.com website.

 

In particular, the guarantee of an available room before arrival is subject to the following specific conditions:

-       The guarantee covers room availability only and not a particular type of room.

-       Reservation must be made before noon, 12:00PM (local time at the hotel) and at least three days (for Gold cardholders) or two days (for Platinum cardholders) prior to the date of arrival.

-       The Member must request this guarantee at the time of booking.

-       In hotels identified as belonging to the “resorts” category, the guarantee of availability is applicable only to stays of a minimum of seven nights.

-       This guarantee applies only to stays booked via AccorHotels distribution channels, paid for at the standard or full rate (excluding promotions or discounts) and for one room only (the Member’s room). For bookings that include several rooms, this guarantee therefore does not apply to the additional rooms.

-       If the hotel is unable to guarantee room availability, it commits to accommodating the Member at another nearby AccorHotels hotel or at a hotel in an equivalent category. If the Member is accommodated at a hotel that is not part of the AccorHotels group, the hotel will refund any difference in the cost of the first night and any related transportation fees, upon presentation by the Member of the corresponding invoices. All accommodation expenses for this night (price paid by the Member, as well as the additional price reimbursed by the hotel) enable Points credit and collecting Eligible Nights.

-       This room guarantee applies to all Sofitel, Pullman, MGallery, Grand Mercure, The Sebel, Mama Shelter, Novotel, Novotel Suites, Mercure, ibis and ibis Styles hotels, excluding certain brands and hotels that are listed as exceptions.

-       The guarantee of availability is not applicable on certain dates. The official calendar of dates on which the availability guarantee does not apply is regularly updated and displayed for Members on the AccorHotels.com site. It is up to Members to take note of these dates before booking a stay for which they wish an availability guarantee (see list of excluded dates).

 

10. REDEEMING REWARDS POINTS

Rewards Points can be converted into Rewards in accordance with the terms and conditions described more fully in the “Le Club AccorHotels” section of the AccorHotels.com website.

 

Rewards can be Le Club AccorHotels Rewards hotel vouchers, Le Club AccorHotels Rewards partner vouchers or Points from other Partner loyalty programmes, in particular air miles.

 

Rewards can be Le Club AccorHotels Rewards hotel vouchers or Points from other Partner loyalty programmes, in particular air miles.

 

Rewards Points are strictly personal and cannot be transferred. They can be used directly for booking on AccorHotels.com, on participating AccorHotels brand websites and via the booking call centre.

 

Le Club AccorHotels Rewards hotel vouchers can be used directly during a hotel stay eligible for collecting Points or for expenditures eligible for collecting Points. These vouchers are not accepted by Partners participating in the Le Club AccorHotels Programme. Services paid for totally or in part with Le Club AccorHotels Rewards vouchers and bookings made totally or in part with Rewards Points are not eligible for Points credit but do enable collecting Eligible Nights if the corresponding conditions are met, as defined in the Programme’s General Conditions of Use.

 

Le Club AccorHotels Rewards partner vouchers are not accepted at hotels participating in the Programme.

 

Le Club AccorHotels Rewards vouchers are not accepted at Partner hotels participating in the Programme that do not operate under the AccorHotels brand.

 

Le Club AccorHotels Rewards vouchers and are transferable and do not include the holder's name. They can therefore be used by someone other than the Member who has redeemed his/her Rewards Points. However, the Le Club AccorHotels Rewards vouchers cannot, under any circumstances, be sold to anyone at any price whatsoever.

 

Where a Reward is associated to a service provided by a Partner, the Member must meet all the general conditions set forth by the Partner for receiving the Reward. Certain restrictions (dates, periods, etc.) may apply. It is up to the Member to contact the Partner to obtain information concerning restrictions.

 

Transfer of Rewards Points to a Partner Reward (points or air miles for another loyalty programme, for example) is strictly nominative and subject to the conditions stipulated by the Partner.

 

11. MEMBER ACCOUNT ISSUES

11.1. Claims within the participating hotel Network

If the Member notes that his/her Points were not credited as expected after a minimum of seven days following the Member’s stay at a participating hotel, the Member may submit a claim for Points adjustment within six months following the stay in question (based on the Check-out date). To do this, the Member must fill out the claim form available in the “Report missing Points after stay” section under the “Assistance” tab in the Member’s online account at AccorHotels.com.

 

For the claim to be processed, the Member must attach a copy of the paid invoice from the relevant hotel. This invoice must not include handwritten modifications. Only the document printed by the hotel is acceptable and must be established in the name of the Member making a claim.

 

Once a claim is proved to be justified, the correct number of Rewards Points will be credited to the Member’s account, along with the appropriate number of Status Points for the calendar year during which the stay took place. If being awarded the correct number of Status Points from the outset would have enabled the Member to access a different Status level in accordance with the rules detailed in article 8 above, the Member will be awarded the Status level in question for the remainder of the current calendar year. The Rewards Points credited to the Member’s account prior to this rectification will be recalculated accordingly.

 

If the Member is incorrectly refused a Points credit or benefit relating to his/her membership Status level, the Programme Administrator’s responsibility is limited to correctly recording Points on the Member's account.

 

11.2 Claims with Partners

For queries related to collecting Rewards Points earned with Programme Partners or using Le Club AccorHotels Rewards partner vouchers, the Member must follow the “Report missing Points from a Partner” procedure from the Member’s online account or from the assistance section of the AccorHotels.com site and include all supporting documents.

 

The Member must wait at least six weeks from the date the Partner service was provided before submitting a claim. The maximum time limit for submitting a claim following a transaction is specific to each Partner and is listed in the Le Club AccorHotels section on AccorHotels.com.

 

For Rewards Points to be credited, the paid invoice corresponding to the claim must be in the name of the Le Club AccorHotels Member making the claim.

 

When converting Rewards Points into other loyalty programme Points or air miles, the Programme Administrator’s responsibility ends when the request to redeem Points is confirmed by the Partner programme. If, however, Rewards Points have been debited from the Member’s account but Points or air miles have not been credited to the Partner programme account within six weeks, the Member should contact the administrator of the Partner programme within the time limits specified by the programme in question.

 

12. SUSPENSION OR TERMINATION TERMS AND PROCEDURES

12.1. Termination by the Member

A Member may decide to withdraw from the Programme at any time. A Member may terminate his/her membership by sending an email stating that he/she wishes to terminate his/her membership in the Programme, from the “Assistance” page or using the “Contact us” link on the AccorHotels.com website.

 

12.2. Suspension or termination by the Programme Administrator

Any breach of the Terms and Conditions of Use of the Programme by a Member using the membership card may, at the Programme Administrator's discretion:

-       lead to the temporary suspension of individual's membership for a period to be decided by the Programme Administrator, which cannot exceed three (3) months (the 'Suspension Period');

-       be sanctioned by the termination of the membership, that is, the  immediate cancellation of the card, its benefits, the closure of the account and the cancellation of the Points earned, without any claim for compensation by the Member, for whatever reason.

 

12.3. Effects of suspension

During the Suspension Period, the Member may not earn Points or collect Eligible Nights, as stipulated in Article 7 herein, claim any benefits and services available to Members, as stipulated in Article 9 herein, or redeem his/her Points as stipulated in Article 10 herein.

 

During the Suspension Period, and no later than the expiry date of the Suspension Period, the Programme Administrator may decide to:

 

-       lift the suspension, in which case the Member can take advantage of the benefits and services available to Members and redeem his/her Rewards Points once again;

or

-       order the termination of the membership in accordance with the provisions of Article 12 hereof.

 

12.4 Effects of termination

When membership is terminated, the Member shall be completely removed from the Programme and all relations between the Programme Administrator and the Member shall be irrevocably ended. This removal also results in the deletion of all Points accumulated at the date of termination.

 

13. PROGRAMME COMMUNICATIONS

Members may access all information regarding their membership in the Programme (including their Points balance, Eligible Nights balance and the operation of their account) via their personal account on the AccorHotels.com website. In accordance with Article 4.1, Members are reminded that by becoming a Member of the Programme, they agree to receive electronic communications associated with the operation and services offered by the Programme (information messages, Points statements, etc.). If the Member no longer wishes to receive this information, which is deemed essential for Programme operation, he/she must ask to leave the Programme (see the termination procedure described in Article 11.1). Any Member who joins the Programme further agrees to receive commercial information electronically by email from the Programme, including promotions for Members only. If the Member no longer wishes to receive commercial communications by email, he/she may unsubscribe at any time from these commercial offers by clicking on the unsubscribe link at the end of the email or via his/her personal account. This action has no effect on his/her membership.

 

The Member must notify the Programme of any change of email or postal address, name, or any other relevant information via his/her personal account.

 

14. PROTECTION OF PERSONAL DATA

Personal information regarding the Member is collected by Accor SA (with a registered office at 82 rue Henri Farman, 92013 Issy-les-Moulineaux, France), which is responsible for data processing as part of Programme administration and management (such as for memberships and claims). This information is used only by Accor and its subsidiaries (including PRO-FID SAS in charge of Programme Administration) and commercial and contracting Partners (service providers, partners and hotels). Data is protected as specified in the Accor Personal Data Protection Charter.

 

For certain purposes, data concerning Members may be transmitted to recipients located in countries outside of the European Union that may not offer the same level of data protection. These include:

-       Partner loyalty programmes and airlines that Members choose for Rewards Points or air miles transfer purposes and claim management. The list of Partners and companies is available in the Le Club AccorHotels section on AccorHotels.com. Members must expressly agree to each transfer of data, which is required for processing Rewards Points or transferring miles;

-       Entities and hotels within the AccorHotels group, since transfer is required for the execution of the contract between the Member and the data processor. 

-       For Members in the United States and Asia-Pacific regions: external service providers with call centres that handle claims within their scope of activity; on the one hand, in Mexico and on the other, in Australia, where data transmission is governed by cross-border flow agreements.

 

Accor SA also processes data of a personal nature to detect and manage anomalies, notably fraud, which may occur when a Member joins the Programme or when earning or using Points. The data collected in this context is for authorised staff at Accor SA, its services providers and, if necessary, loyalty programme Partners and the manager of the hotel concerned by the anomaly.  Members are informed by post of any anomalies related to them.

 

In compliance with the French law dated 6 January 1978 on information technology and data protection, Members have the right to access, query, change, and oppose the use of stored personal information about them for legitimate reasons or, in particular, to oppose commercial prospection. To exercise these rights, Members may write to data.privacy@accor.com.

 

15. ACCEPTANCE OF GENERAL CONDITIONS OF PROGRAMME USE, SETTLEMENT OF LITIGATION AND APPLICABLE LAW

Joining the Programme implies acceptance without reserve by Members of the General Conditions of Use of the Programme. These General Conditions of Use shall prevail over any previous text.

 

In case of dispute between a Member and PRO-FID SAS concerning the General Conditions of Use of the Programme, the Member is hereby informed that he or she may appeal to a conventional mediation procedure or to an alternative method of settlement. In the absence of an amicable resolution within sixty days from the Customer Service referral date, the Member may appeal to the tourism and travel mediator, no later than twelve months after the first complaint. Contact information for the mediator and the means of referral are available in the "Assistance" section.

 

The General Conditions of Use of the Programme are governed by French law, without obstructing the mandatory protective provisions that may apply in the consumer's home country.

 

16. ADDITIONAL INFORMATION

All information and details regarding the Le Club AccorHotels Programme, in particular the additional services provided by each of the participating hotels, Partner benefits, and the conditions relating to Le Club AccorHotels Rewards vouchers, are available in the Le Club AccorHotels section of the AccorHotels.com website.