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    Frequently asked questions

    1. How much does it cost to join the Le Club Accorhotels program ?

      The Le Club Accorhotels program is free to join.

    2. I just joined the Le Club Accorhotels program, when will I receive my Le Club Accorhotels card ?

      You will receive your Le Club Accorhotels card within 2 - 3 weeks after your first stay at one of our hotels.

    3. I stayed at a hotel participating in the program not long before joining, will my account be credited for that stay ?

      Unfortunately not, we cannot credit points for stays taken before joining the program.

    4. May I lend my Le Club Accorhotels card to another person ?

      Your Le Club Accorhotels card is personal. You cannot sell the card or lend it to another person.

    5. How long is my Le Club Accorhotels card valid ?

      Your Le Club Accorhotels card is valid for life. However, you need to stay in a participating hotel every 12 months to keep your Le Club Accorhotels points.

    6. How do I activate my account online ?

      You should have received an activation email. Click on the link in the email to activate your account, and follow the instructions.

      If you have lost or deleted this email, click on the following link (https://s-leclub.accorhotels.com/first-connexion-email.action?lang=gb). ter your name and your e-mail address and we will resend the email.

    7. I can't find my card number or my password.

      To receive an email with your card number or password, please click on the "Forgot my password" link ? (https://secure.accorhotels.com/gb/profil/forgot-pw.html) when signing in to your account. Enter the email address you provided on your registration form. Within a few minutes you will receive an email containing your card number and a prompt to reset your password.

    8. How can I check my Le Club Accorhotels Points balance ?

      It's easy. All you have to do is sign in to your account. The number of points you have acquired is shown in the upper right-hand corner of the screen.

    9. I have more than one Le Club Accorhotels cards. Can I merge them into a single account ?

      You can combine your cards into one single account on the condition that all the cards are issued in your name. Only our Customer Service department is authorized to make this change: sign in to your account, go to the "Contact us" section and fill in the contact form. Tell us that you would like to combine your various cards into one account.

    10. My wife and I each have a Le Club Accorhotels card. Can we combine our accounts ?

      You can not combine two accounts that were established with different names.

    1. What are the different status levels in Le Club Accorhotels, and how do I reach them ?

      You can access different status levels when you join the Le Club Accorhotels program. The activity on your account over a period of 12 months (365 days) is the factor that determines your status. It is based on the number of nights stayed at participating Accor hotels or on the number of points earned.

      Your status changes when you meet the conditions to obtain a different status level, as described below: Your new status is valid for a period of 12 months (365 days). If you still satisfy the conditions for that status at the end of this 12-month period, the status is renewed for an additional 12 months (365 days). If you do not satisfy the conditions over the following 12 months, you will receive the status level that corresponds to your activity. The card corresponding to your new status level is sent immediately.

      The rules for obtaining program advantages are based on your status at the time of the stay (check-in date). Program benefits are only granted to you if the corresponding stay is eligible, that is, if the stay qualifies for earning Le Club Accorhotels Points.

      Status Number of nights per year at a participating Accor hotel Number of points accumulated
      Classic Starting when you join the Le Club Accorhotels program No minimum required
      Silver 10 nights 2,500 points
      Gold 30 nights 10,000 points
      Platinum 60 nights 25,000 points
    2. What are the advantages of Silver status ?

      To access Silver status, you must stay at least 10 nights over a period of one year, or earn at least 2,500 Le Club Accorhotels Points. You will then benefit from all the advantages of being a Silver member:
      Free internet, priority check-in if available, late check-out, 24% more Le Club Accorhotels points. We work hard to continually improve our benefits: the detailed list of all your advantages is updated regularly on the page "Status levels".

    3. What are the advantages of Gold status ?

      To access Gold status, you must stay at least 30 nights over a period of one year, or earn at least 10,000 Le Club Accorhotels Points. You will then benefit from all the advantage of being a Gold member: :
      Guaranteed room available up to 3 days before arrival, late check-out or early check-in, VIP treatment, and 48% more Le Club Accorhotels points ! We work hard to continually improve our benefits: the detailed list of all your advantages is updated regularly on the page "Status levels".

    4. What are the advantages of Platinum status ?

      To access Platinum status, you must stay at least 60 nights over a period of one year, or earn at least 25,000 Le Club Accorhotels points. You will benefit from all the advantage of being a Platinum member :
      Guaranteed room available up to 2 days before arrival, late check-out and early check-in, VIP treatment, access to the executive lounge, and 76% more Le Club Accorhotels points! We work hard to continually improve our benefits: the detailed list of all your advantages is updated regularly on the page "Status levels".

    5. How is my room reservation guaranteed ?

      Your Le Club Accorhotels card does not constitute a guarantee of your reservation. You must provide a credit card number in order to guarantee your reservation regardless of your arrival time. For your security and to protect your personal information, such as your credit card information is not stored from one reservation to the next. In case of a non-canceled reservation, the amount of the first night will be debited from the credit card provided as a guarantee.

    1. How many Le Club Accorhotels Points do I earn for my stays at Accor hotels ?

      Members collect Le Club Accorhotels Points on the following basis. For 1€ spent: :

      Status Number of points earned for 10€ spent at Sofitel, Pullman, MGallery, Grand Mercure, The Sebel, Novotel, Suite Novotel, and Mercure hotels * Number of points earned for 10€ spent at ibis (excluding ibis budget) and ibis Styles hotels * Number of points earned for 10€ spent at Adagio aparthotels (excluding Adagio access)* Number of points earned for 10€ spent at Adagio access aparthotels *
      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

      *Thalassa Sea &Spa is based on the conversion rate applied by brand of the hotel in which you stay.

      For other currencies, the number of Le Club Accorhotels points earned is calculated based on the euro exchange rate on the check-out date.

    2. How must I make my reservations in order to earn Le Club Accorhotels Points ?

      Any stay booked on one of the following websites is eligible for points credit :

      www.accorhotels.com; www.sofitel.com; www.pullmanhotels.com; www.mgallery.com; www.grandmercure. com, thesebel.com, www.novotel.com; www.suitenovotel.com; www.mercure.com; www.ibishotel.com; www.adagio-city.com; www.ibisstyles.com; www.thalassa.com;

      Any stay for which the reservation is made directly at the hotel or via the Accor hotels reservation center : http://www.accorhotels.com/gb/contact/contact.shtml

    3. How can I check my points balance and see my history ?

      To see your latest transactions, sign in to your account on the accorhotels.com website and click on "My points history" . There you will see all the points you have earned (from stays, Facebook Places, check-ins.) or spent (online reservations for stays paid with points, orders for Le Club Accorhotels hotel rewards vouchers, conversion of Le Club Accorhotels Points into airline miles...).

    4. During a stay, how many rooms can I earn points on ?

      Up to 2 rooms may be credited to your card, on the condition that you stay in one of those rooms, and that you pay for all expenses related to both rooms upon check-out.

    5. If I stay at an Accor hotel, can I earn airline miles on my Le Club Accorhotels card ?

      You only earn Le Club Accorhotels Points when you stay at an Accor hotel, but you do have the possibility to convert those Le Club Accorhotels Points into airline miles.

    6. After staying at a hotel, how long will it take for my Le Club Accorhotels Points to be credited to my account ?

      Your Le Club Accorhotels Points are credited to your Le Club Accorhotels account within a maximum of 10 days for hotel stays, and 6 week for partner transactions. If your Le Club Accorhotels Points have not been credited after that time, please send us details about your stay or transaction by signing in to your account and using the contact form in the "Contact us" section.

    1. How can I use my Le Club Accorhotels Points ?

      As soon as you have accumulated 2,000 points, you may :

      Book your stays on-line: sign in to your account and choose your stay. Your available points balance is shown automatically.

      Convert your points into Le Club Accorhotels rewards hotel vouchers worth 40 € to pay for your stays directly at our hotels or offer the vouchers to another person. Valid in euros or US dollars, these vouchers are accepted at all hotels participating in the program.

      Convert your points into Le Club Accorhotels rewards partner vouchers worth 40 € to pay for your expenses with our partners Europcar, Club Med and Lenôtre.

      Convert your Le Club Accorhotels Points into airline miles from a long list of airline loyalty programs, or convert them into Shell ClubSmart points or bahn.bonus points.

    2. Can I give my Le Club Accorhotels rewards vouchers to another person ?

      Yes, your vouchers are transferable and non-nominative. You may offer your hotel vouchers or partner vouchers to people who are not members of the program.

    3. How can I book a stay online using my points ?

      You can use your Le Club Accorhotels Points to pay online for all or part of your stay. The total amount payable, including taxes, must be greater than or equal to the number of points being converted (2,000 points = 40 €). Reservations for non-cancellable and non-modifiable rates must be paid in part by credit card. You can use your Le Club Accorhotels points to make bookings on the following websites: accorhotels.com, sofitel.com, pullmanhotels.com, mgallery.com, thesebel.com, novotel.com, suitenovotel.com, mercure.com, ibishotel.com, ibisstyles.com, and adagio.com, as well as via the Accor telephone reservation center.

      In ibis hotels in France, the "Booking with points" functionality is not available.

      The use of points may not, under any circumstances, give rise to any monetary compensation of any kind, including giving change.

    4. How many points do I need to benefit from this advantage ?

      - 2 You need to have at least 2,000 points when you make the reservation.

      - Points are used in multiples of 2,000 points (for example, if you have 4,450 Le Club Accorhotels Points in your account, you can use 4,000 points).

      - You can use up to 1,000,000 points per reservation.

    5. What should I do if I don't have enough points to book my stay ?

      In that case, you must use your regular payment methods to cover your reservation costs, either online or at the hotel, according to the terms of the booked rate.

    6. Will I earn Le Club Accorhotels Points if I use my points to make a reservation ?

      The portion of your invoice that is paid using Le Club Accorhotels Points is not eligible for earning points. The remainder of invoiced services is eligible, according to the rules defined in the program's general terms and conditions.

    7. If I cancel or modify my stay, do I lose my points ?

      Your points are credited back to your Le Club Accorhotels account in the following cases :

      - Cancellation of a reservation in case of payment failure or rejection.,

      - Cancellation of a reservation before the date of the stay, for cancellable and modifiable rates only.

      - Modification of a reservation that results in a decrease in the number of Le Club Accorhotels Points used when making the initial reservation, for cancellable and modifiable rates only (except if you have already checked-in to the hotel).

      - No-show at the hotel for cancellable and modifiable rates (the amount for the first night is invoiced).

      Your points will not be credited back to your account if you request to modify or cancel your reservation made with a non-modifiable or non-reimbursable rate.

    8. What are the terms and conditions for using Le Club Accorhotels rewards hotel vouchers ?

      Use your Le Club Accorhotels rewards hotel vouchers to pay for all or part of your expenses during your stay at one of our 2,500 Accor hotels participating in the Le Club Accorhotels program around the world. When you reach 2,000 points, you can order Le Club Accorhotels rewards vouchers worth 40 €, valid anytime during the week at Accor hotels participating in the program*.

      Your Le Club Accorhotels rewards vouchers are available in electronic format. Vouchers are only valid if printed front/back on plain white paper, without changing the print size, in color or black and white, in portrait mode, with a laser or inkjet printer.

      Le Club Accorhotels rewards hotel vouchers are not valid with our partners.

      (*) At ibis France, Le Club Accorhotels rewards hotel vouchers are only valid on weekends (Friday, Saturday and Sunday nights).

    9. I can't print my Le Club Accorhotels rewards hotel voucher.

      You can print your voucher up until the date limit of its validity, that is, 6 months following the order date, from any computer connected to the Internet equipped with a standard printer.

    10. I lost my Le Club Accorhotels rewards hotel voucher(s).

      You can print your vouchers as many times as you like simply by signing in to your account, going to the "My rewards" section, and clicking on the "Check my Le Club Accorhotels rewards hotel vouchers" link.

    11. Can I ask the reception desk at the hotel to print my Le Club Accorhotels rewards hotel voucher for me ?

      No, our hotels teams cannot connect to member accounts. Therefore they cannot print your Le Club Accorhotels rewards hotel voucher, or find out the number of a voucher ordered online for any program member.

      However, you are not required to convert your points into hotel vouchers. You can also use your points directly when you make the reservation on one of our Internet sites, or via our reservation center.

    12. Can I prepay for my stay online using my Le Club Accorhotels rewards hotel voucher ?

      Payment using Le Club Accorhotels rewards hotel vouchers can only be made at the hotel. A voucher can not be used to fully or partially prepay for a stay or to guarantee a reservation.

    13. I have an airline loyalty card. May I transfer my Le Club Accorhotels Points to that account ?

      You can transfer your Le Club Accorhotels Points to any of our "Frequent Flyer" partners. To do that, all you have to do is sign in to your account and go to the "My rewards" section. This tab shows you all the different ways to use your points. You can transfer your Le Club Accorhotels points to airline miles by clicking on the link "Convert my points into partner points".

    14. How can I automatically convert my points into airline miles or partner points ?

      To automatically transfer your Le Club Accorhotels points to your favorite partner's loyalty program, click on the link "My rewards" in your account and then select "Activate/Deactivate automatic conversion of my points into partner points". Choose option 2 and fill in the details concerning your loyalty card, and then confirm.

    15. What are the terms and conditions for using Le Club Accorhotels rewards partner vouchers ?

      Use your Le Club Accorhotels rewards partner vouchers to pay for all or part of your expenses with our partners Europcar, Club Med and Lenôtre. When you reach 2,000 points, you can order Le Club Accorhotels rewards partner vouchers worth 40 €, valid anytime during the week.

      Your Le Club Accorhotels rewards partner vouchers are available in paper format. They are accepted every day up until the expiration date printed on the front of each voucher (12 months) to pay for all or part of services or purchases with selected partners participating in the Le Club Accorhotels program.

      Le Club Accorhotels rewards partner vouchers will not be accepted at any Accor hotel.

    16. How to contact Institut Pasteur ?

      For any questions about your donations to Institut Pasteur, you can contact Institut Paster directly by e-mail at this address: dons@pasteur.fr.

      Or contact them by post at this address:
      Institut Pasteur
      Donations, Partnerships, Events
      25 rue du Dr Roux
      75724 PARIS cedex 15, France

      Or by calling the numbers below: Donations department : +33 1 40 61 33 33
      Tax receipts department : +33 1 44 38 95 95

    17. If make a donation, can I benefit from a tax deduction ?

      Yes, but only if your place of residence for tax purposes is in France. Institut Pasteur will send your tax receipt to you directly.

      For example, for a donation of 80€ (4,000 Le Club Accorhotels Points) to Institut Pasteur, 53€ is deducted from your income tax. Your donation therefore really only costs you 27€.

      If you are subject to ISF (wealth tax), you may benefit from a tax deduction of 75% of the amount of your donation.
      Attention, tax deductions on income tax and on ISF are not cumulable.

    18. How will I get my tax receipt ?

      Institut Pasteur will send your tax receipt to you directly. For every donation, a tax receipt will be issued within 3 weeks from the date of your donation. For example, if a member makes 5 donations during the year, he/she will receive 5 tax receipts.

    1. I have an airline loyalty card. May I transfer my Le Club Accorhotels Points to that account ?

      You can transfer your Le Club Accorhotels Points to any of our "Frequent Flyer" partners. To do that, all you have to do is sign in to your account and go to the "My rewards" section. This tab shows you all the different ways to use your points. You can transfer your Le Club Accorhotels points to airline miles by clicking on the link "Convert my points into partner points".

    2. How can I automatically convert my points into airline miles or partner points ?

      To automatically transfer your Le Club Accorhotels points to your favorite partner's loyalty program, click on the link "My rewards" in your account and then select "Activate/Deactivate automatic conversion of my points into partner points". Choose option 2 and fill in the details concerning your loyalty card, and then confirm.

    3. Can I use my Le Club Accorhotels card and my airline company's "Frequent Flyer" card for the same stay ?

      You can only use your Le Club Accorhotels card and accumulate points on your Le Club Accorhotels account. However you can convert your Le Club Accorhotels Points into airline miles with our partners' loyalty programs (choose between manual conversion or automatic).

    1. What is the Accor Advantage Plus card ?

      The Accor Advantage Plus card is a paid subscription card that offers discounts at hotels participating in the Le Club Accorhotels program in the Asia-Pacific region. This card also entitles you to earn Le Club Accorhotels Points for all your stays at any of the 2,500 Sofitel, Pullman, MGallery, Grand Mercure, The Sebel, Novotel, Suite Novotel, Mercure, Adagio, ibis, ibis Styles, Adagio access and Thalassa sea &spa hotels participating in the program around the world. For more information, to join the program or see the general terms and conditions, please visit : www.accoradvantageplus.com

    2. What are the different status levels for the Accor Advantage Plus card ?

      You can access different status levels when you join the Accor Advantage Plus program. The activity on your account over a 12 month (365 day) period determines your status.

      When your card expires, or when your renewal in the Accor Advantage Plus program is registered, you obtain the status level that corresponds to your activity calculated over the previous 365 days (conversion rate below).

      The card corresponding to your new status level is sent immediately. The rules for obtaining program advantages are based on your status at the time of the stay (check-in date). Program benefits are only granted to you if the corresponding stay is eligible, that is, if the stay qualifies for earning Le Club Accorhotels Points.

      Status Number of nights per year at a participating Accor hotel Number of points accumulated
      Silver Starting when you join the Accor Advantage Plus program No minimum required
      Gold 30 nights 10,000 points
      Platinum 60 nights 25,000 points
    3. Can I cumulate the advantages of both my cards ?

      If your two cards are associated with the same account (same email address), you will automatically cumulate the advantages of your subscription card (discounts, guaranteed availability...) with the advantages of your Le Club Accorhotels loyalty card (Le Club Accorhotels Points, exclusive services...).

    4. When making a reservation, how do I benefit from the advantages of both my cards ?

      All you have to do is sign in to your account and book on accorhotels.com or on one of our hotel brand sites, and provide:

      - either the number of your Le Club Accorhotels loyalty card

      - or the number of your subscription card

      If your two cards are associated with the same account (same email address), your advantages will be cumulated automatically.

    5. The email address I use to sign in to my Le Club Accorhotels account is different from the one I use for my subscription card. How can I combine my accounts to cumulate my advantages ?

      Only our Customer Service department are authorized to make this change: sign in to your account, go to the "Contact us" section and fill in the contact form. Let us know that you would like to combine your various cards into one account. After we process your request (within 72 hours), your cards will be combined into a single account and only one of the two email addresses will be used.

    6. Can I use my Le Club Accorhotels card and my airline company's "Frequent Flyer" card for the same stay ?

      You can only use your Le Club Accorhotels card and accumulate points on your Le Club Accorhotels account. However you can convert your Le Club Accorhotels Points into airline miles with our partners' loyalty programs (choose between manual conversion or automatic).

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