Skip to content
France
Menu
Here is the Frequently asked questions

Looking for missing points?

To help us answer your Collections enquiries including missing Points claims, we ask that you kindly complete our guided enquiry process to enable us to aid you faster.

FAQs

Join

HOW DO I EARN POINTS FOR MY PURCHASES WITH COLLECTIONS BY ALL - ACCOR LIVE LIMITLESS?

You must be a member of the ALL - Accor Live Limitless loyalty programme to use Collections. To earn Rewards points, you must log onto your Collections account using your ALL - Accor Live Limitless membership number and password and access the retail partner's e-store via the Collections online portal when making your purchases. Not yet a member of ALL - Accor Live Limitless? Join now by clicking here.

Limitless Experiences is an e-store where members of ALL - Accor Live Limitless can purchase goods using their Rewards points. These goods can also be paid for solely or partially by credit card, in which case Rewards points are earnt.

Collections is an online portal that gives access to the various retail partners' own e-stores. When members of ALL - ACCOR LIVE LIMITLESS purchase goods from these e-stores via Collections, they will earn Rewards points.

Yes, you can earn points as long as you:

  • are a member of the ALL - Accor Live Limitless loyalty programme
  • have logged onto your account
  • have logged onto the Collections online portal
  • have clicked on the retail partner of your choice in order to access that partner's e-store
  • have done your shopping and finalized your order on-line via the retail partner's website without logging off.

No, you must be a member of the ALL - Accor Live Limitless loyalty programme and have logged onto your Collections account in order to earn Rewards points from the purchases you make from our retail partners' e-stores.

You don't, however, have to be a member of ALL loyalty programme in order to view the list of retail partners that allow you to earn Rewards points.

Not yet a member of ALL - ACCOR LIVE LIMITLESS? Join now by clicking here.

EARN REWARDS POINTS WITH COLLECTIONS

HOW DO I START MAKING PURCHASES AND EARNING REWARDS POINTS?

Go to the COLLECTIONS website and

  • Log on using your ALL - Accor Live Limitless membership number and password
  • Decide which retail partner you wish to shop with and click on their logo
  • Click on "start shopping" to access the retail partner's e-store
  • Do your shopping and finalize your order on-line via the retail partner's website without logging off.

You must complete these steps each time you wish to place an order and earn Rewards points. This will allow us to track your purchases and credit your account with Rewards points when appropriate.

No, it won't cost you any more to purchase goods via our website, plus you'll have the opportunity to earn Rewards points. You will pay exactly the same price as you would if purchasing the goods directly from our retail partners' websites. Going via the Collections website gives you the opportunity to earn Rewards points on every purchase.

It can take 5 working days for a purchase to appear in your account as "Pending".

It could be that when you placed your order, cookies were disabled in the Internet browser you used. Without cookies, the system is unable to credit the Rewards points to your account.

Here are a few pointers to help ensure you always receive your Rewards points:
  • Remember to log onto Collections using your ALL - Accor Live Limitless membership number and password, then click on the logo of the retail partner you wish to shop with, followed by "start shopping" to access the retail partner's e-store.
  • Finalize your order on-line without logging off.
  • If you decide to purchase something else after having already finalized your order, close the browser window in which the retail partner's e-store is displayed and begin the process again from the COLLECTIONS website.
  • Do not retrieve items that were previously saved in your basket; begin the entire process again.
  • Prior to finalizing your transaction, do not click on any other banner or any other website promoting third-party goods. If you have to visit another website prior to finalizing your order, do so using a different browser. Interrupting the browser's current session could disrupt the order tracking process.
  • Do not use the "Refer-a-Friend" option. Doing so would alter the website's reference turning it into a third-party reference.
  • Calling the retail partner to finalize or update your order would result in us being unable to track your order and consequently prevent us from awarding you Rewards points.

N.B.: certain types of ad-blocking software also block the special tracking codes that allow us to track your order.

Your Rewards points could have been cancelled for a number of different reasons. The most common reasons are as follows:

  • You have returned the goods to the retail partner from whom they were purchased.
  • Your payment didn't go through or you didn't meet the retail partner's credit check criteria.
  • You recently joined the ALL - Accor Live Limitless loyalty programme, and your membership hasn't been confirmed yet.
  • Your final click to reach the retail partner's website did not come from the Collections website.
  • Your transaction did not meet the retail partner's Terms & Conditions.
  • If a coupon code is used that is not listed on the Collections earn site, no Reward Points will be earned

Unfortunately, Rewards points cannot be awarded retroactively. Next time you make a purchase, make sure you always connect to the retail partner's website via the "How to earn more points" pages on Collections. Doing so will ensure that cookies track your visit to Collections, enabling us to award you Rewards points.

We confirm the transaction with the retail partner prior to changing the status to "Approved" and crediting the Rewards points to your ALL - Accor Live Limitless account. With certain retail partners, this procedure can take up to 2 months in accordance with the retail partner's Terms and Conditions.

Once your order's status has been changed to "Approved", the Rewards points are credited to your ALL - ACCOR LIVE LIMITLESS account within 24 hours.

If you notice a discrepancy with your Rewards points, please contact our Customer Care team by clicking here.

The Collections website clearly states how many Rewards points you will earn. In the majority of cases, this is expressed as the number of Rewards points earned per money spent.

  • For example, if a retail partner offers 2 Rewards points per Euro spent and the total value of your transaction is 50 Euros, you can expect to receive 100 Rewards points.
  • Another example: it is possible that instead of earning Rewards points depending on the amount of money you spend, you earn a certain number of points per purchase or per subscription to a specific service the retail partner is offering. In this case, you will receive the Rewards points in exchange for a specific action, but not for actions or purchases completed at a later date on the retail partner's website.

Prior to calculating how many Rewards points you will earn, our retail partners deduct packing and postage costs as well as certain sales-related taxes.

Yes, you can view your full Collections transaction history, whether your orders are "Pending", "Approved" or "Cancelled".

It is up to each individual retail partner to decide how many Rewards points to award per money spent. Check the number of Rewards points available prior to finalizing your order.

The same retail partner can offer a varying number of Rewards points per money spent, notably within the framework of a bonus points promotion. Check the number of points available prior to finalizing your order. The current points scale is always displayed on the Collections website.

We regularly add retail partners and are constantly on the lookout for new ones. Please get in touch by clicking here if you know of an on-line service or store that you think deserves to be added to our list.

You can cancel purchases and receive a refund just as you would in any store, in accordance with the retail partner's Terms and Conditions. You will not, however, earn any Rewards points for items that are cancelled or refunded. If you cancel an order once the Rewards points have already been credited to your ALL - Accor Live Limitless account, we reserve the right to debit these points from your account.

Certain retail partners decide to stop working with the Collections website and to stop offering our members points. If that happens, we remove them from our website.

USING REWARDS POINTS

CAN I USE MY ALL - ACCOR LIVE LIMITLESS POINTS TO PURCHASE GOODS?

No, your Rewards points cannot be used to purchase goods on the Collections retail partners' e-stores. This site only allows you to earn points.

You can, however, use your Rewards points to purchase goods on the LIMITLESS EXPERIENCES e-store.

The Rewards points you earn on completing a stay are valid for 12 months from your date of departure from the hotel.

Their validity is extended by 365 days each time a stay is completed.

Your points expire without notice and without the ability to reinstate them or transfer them if no stay is completed in the 365 days following your last stay.

SECURITY

IS MY PERSONAL DATA WELL PROTECTED?

Your data is protected by the user ID and password you are required to enter to log onto your account.

As a security measure, we would strongly recommend you:

  • Never disclose this information to anyone else;
  • Regularly change your password;
  • Have a different password for all the apps you use;
  • Be wary of marketing campaigns and always check the sender's email address. If you have any doubts whatsoever, please contact our Customer Care team.

Accor respects the regulations enforced by the French data protection authority (CNIL). For more information, please take a look at the General Conditions of Use for the ALL - Accor Live Limitless programme.

Collections does not share your personal data with its retail partners. We would nonetheless like to draw your attention to the fact that when you click on the "Start shopping" link to access a retail partner's e-store, you leave the Collections website. From that point onwards, the retail partner's Terms & Conditions apply. If you enter your personal details into one of our retail partners' websites, you may be contacted by them.

COOKIES

WHAT IS A COOKIE?

A cookie is a piece of information used by web servers to identify web users. Cookies can be enabled and disabled at any time from your Internet browser. Cookies allow ALL - Accor Live Limitless to identify you in order to register your Rewards points on your ALL - Accor Live Limitless account when you have completed a transaction with one of our retail partners.

We use cookies to identify you in order to monitor your transactions and credit Rewards points accordingly to your ALL - Accor Live Limitless account when you have completed a transaction with one of our retail partners. A code positioned on the retail partner's website registers your ID along with the transaction and transfers the information to us. We then check that this data corresponds to you before crediting the Rewards points to your account.

For Google Chrome, open the browser, then:

  • Click on the menu icon on the browser toolbar
  • Select "Settings"
  • At the bottom of the page, click on "Show advanced settings"
  • In the "Privacy" section, click on "Content settings"
  • Select "Allow local data to be set" (recommended)

For Firefox, open the browser, then:

  • Go to "Tools"
  • Select "Options"
  • In the "Privacy" section, select "Accept cookies from sites" followed by "Ok".

For Safari, open the browser, then:

  • Click on the "Cog" icon
  • Select "Preferences"
  • In the "Security" section, go to the "Accept cookies" section and select "Only from sites I visit" followed by "Ok"

For Internet Explorer, open the browser, then:

  • Go to "Tools"
  • Select "Options"
  • In the "Privacy" tab, position the cursor on "Medium" or "Low", then click on "OK"

For all other browsers, please consult their online Help

MEMBERSHIP

WHAT SHOULD I DO IF I FORGET MY PASSWORD?

You will need your ALL - Accor Live Limitless account number or User ID and your password to sign in. If you have forgotten your password, please select "Let us help you" on the main Accor Hotels Sign In page and follow the instructions to reset your password.

If you need assistance accessing your ALL - Accor Live Limitless account, you can contact us at [Link TBC] and we'll be glad to assist you. To retrieve your Accor Hotels number, visit a Accor Hotels destination with your valid photo ID. For your protection, your account number cannot be provided over the phone or email. For assistance in resetting your online password, call (800) 342-7724

You may review and update the personal information you provide by signing in to your ALL - Accor Live Limitless account and selecting ‘My Account’ or ‘My Rewards’ and ‘Profile’.

DELIVERY

WHERE DO COLLECTIONS' RETAIL PARTNERS DELIVER TO?

You will need to check with each individual retailer for full details of their delivery options.

GENERAL

HOW DOES THE COLLECTIONS WEBSITE WORK?

To understand how to earn Rewards Points for shopping with the ALL - Accor Live Limitless please visit our How It Works page.

A multitude of retail partners offering an extensive range of goods currently feature on the Collections website. And we're constantly adding more!

I ACCEPT
Our website works best using cookies. By continuing to use the site, you agree to the use of cookies. Read more about our Cookies and our Privacy notice.
Close