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GENERAL CONDITIONS OF USE

From 4 January 2018

1. PROGRAMME DESCRIPTION

The Le Club AccorHotels loyalty programme (the Programme) run by PRO-FID SAS (the Administrator), the company that handles 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 only available if allowed by law in the Member's country of residence. If it is not allowed, membership is null and void.

2. DEFINITIONS

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 website (see list of participating brands and non-participating hotels and brands on https://www.accorhotels.com/gb/leclub/program/brands.shtml).

When a hotel or brand joins the AccorHotels network or enrolls in the Programme as a participating hotel, Members will only be able to earn Points and enjoy other programme-related benefits on eligible stays completed at the hotel in question subsequent to this event.

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:

The loyalty Programme Administrator will make every effort to give affected Members reasonable notice prior to their stay.

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.

Programme membership 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:

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 benefit fully 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:

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 or Points, 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 specifically 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:

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:

Points are calculated on the basis of the total invoice for eligible expenses, excluding tax. The invoice must be settled in full, 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:

The following expenditures do not qualify for earning Points:

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 on https://www.accorhotels.com/gb/leclub/program/brands.shtml).

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

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 that generated their credit. When Rewards Points are earned following a stay at a Participating or Independent Hotel, that date is considered to be the date of Check-out. When Rewards points are earned following an eligible Meeting Planner event, that date is considered to be the date on which the Rewards Points are credited to the Member's account.

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

If the Member does not stay at a participating or Independent 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 OF ELIGIBLE EXPENDITURE

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 Programmes (see list of participating and non-participating hotels and brands).

Status Points are valid until 31st 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 completed and Status Points earned by a Member during the previous calendar year:

Eligible Nights and Status Points counters are reset to zero on 1st 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 31st December 2016 will be maintained until 31st December 2017, in application of the Status attribution rules on 1st January 2017. Member activity during the calendar year 2016 will not be taken into account for attributing a higher Status to a Member during the calendar year 2017.

9. BENEFITS AND SERVICES OFFERED TO MEMBERS

In addition to receiving Points, Members with a status of Silver or higher enjoy other status-related benefits.

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 to earn Points, with the exception of Day Use bookings as defined herein.

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:

10. REDEEMING REWARDS POINTS

Members can use their Rewards Points to obtain Rewards, which notably include:

The use of Rewards Points to obtain a reduction on the amount of the invoice issued for an eligible stay at a participating hotel is subject to compliance with the following rules:

Rewards Points used by a Member can only be re-credited to the Member’s account in the following cases:

Rewards Points will not be re-credited in the event of a Member’s request to change or cancel a reservation at a rate where changes and refunds are not permitted;

Rewards Points used directly at a participating hotel during a stay cannot be re-credited if the Member has authorised the hotel to use their Rewards Points;

Some participating hotels do not accept Rewards Points to reduce catering expenses. The list of hotels concerned is available at the following address: https://www.accorhotels.com/pdf/leclub/voucher-exception-france.pdf

Securing Rewards from Partners (notably converting Rewards points into points used by other loyalty programmes) is subject to the Member observing all the related Terms and Conditions laid down by each individual Partner (number of Rewards Points required to obtain the Reward, dates, availability, etc.). When Partners allow Rewards Points to be transferred to their own programmes, Rewards Points can only be transferred to a Partner account held in exactly the same name as the Member’s Le Club AccorHotels account. Once an initial points transfer has been completed, the Member’s Le Club AccorHotels account and his/her Partner account are linked: this Partner account can no longer be linked to another Le Club AccorHotels account. These Terms and Conditions can be consulted on the Programme Partners section of the AccorHotels.com website.

Obtaining Rewards on the “La Collection by Le Club AccorHotels” online store is subject to the Member observing the store’s General Conditions of Use and the General Terms and Conditions laid down by each Partner whose products or services are available to order. The Member can consult these Terms and Conditions and is invited to accept them each time he/she places an order via the online store.

In any case, the use of Rewards Points cannot give rise to any monetary consideration in any form whatsoever including a cash refund.

For the purposes of using Rewards Points, the Member accepts that the information and transactions recorded in the computer systems used by the Manager will constitute proof that these transactions were made, until evidence is shown to the contrary.

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, 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:

12.3. Effects of suspension

During the Suspension Period, the Member may not redeem his/her Rewards Points according to the conditions 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:

or

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 12.1). 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:

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 6th 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

Additional information and details regarding the Le Club AccorHotels Programme, and notably the additional services provided by each Participating Hotel and the benefits offered by each Partner, are available in the Le Club AccorHotels section of the AccorHotels.com website.

We have updated the programme’s General Conditions of Use to reflect these new features. These General Conditions of Use will automatically come into effect on 1st January 2017. We invite you to read them now: