Ibis Rio De Janeiro Centro

As a Diamond member, I stayed at ibis Rio de Janeiro Centro on January 22, 2026, and ran into a serious billing problem. I paid most of the reservation with ALL Accor Reward points, with only the balance meant to go on my card at reception. Instead, the hotel made a separate additional card debit, charging me twice for one night. The hotel's own invoice lists a total of 310.91 BRL: 260.30 BRL in reward points and 50.61 BRL by card. That card amount was exactly the remaining balance, so the bill should have been fully settled. The extra debit had no valid justification. What concerns me most is that nothing has been resolved. I've had no reply to my emails, Accor customer support hasn't given me a concrete solution, no refund has arrived, and nobody has explained the charge. Billing mistakes can happen, but the lack of correction or accountability is unacceptable for an international group like Accor. Guests should check their bank statements carefully after staying here.