I was looking at the price for a reservation at a Mercure in AKL about a year ago. Heard about the best price guarantee (and it's shortfalls) and decided to try and give it a go for myself and see what happens.
Found the rate on the Accor website (with Advantage Plus discount) which was more expensive than an equivalent rate on wotif.com and a local travel site (TravelBug) was cheaper.
Before making the booking I actually called Accor customer service on the phone and they advised that as the rate was cheaper on the other websites than the Advantage Plus rate direct from Accor, that I could make the booking at the Advantage Plus Members rate and claim for the best price guarantee.
I submitted a claim online with screenshot evidence and two days later received the following response:
Dear Mr Tan,
In name of the Accor group, I thank you for taking the time to fullfill a web form regarding the Best price guarantee for the reservation here above mentioned.
In the web form, you informed us that you have found a better price on
www.travelbug.co.nz.
On the basis of the information you have provided, and after investigating the matter, it appears that the Best price guarantee is not applicable as: at time of checking the other website, it appears that the rate found is higher than the rate you booked on the Accor website (298 NZD instead of 232.20 NZD), as you can see in the print screen attached.
Moreover, the cancellation policy is different. Indeed, in your booking G2Q-XXXX, you can not get a refund in case of modification or cancellation whereas in the Travelbug website, "A cancellation processing fee of $20 applies to this booking. All refunds will be made to your credit card", as you can see in the print screen attached.
Therefore i can not answer favorably to your request as, in order to apply to the Best Price Guarantee, all details must be the same.
Please feel free to contact me would you need additional information.
I wish you a nice stay at the hotel Mercure Auckland.
Yours sincerely,
Floriane XXXX
Reservation Customer Care
The screenshot they provided was for a higher priced room (from memory the cheaper rate was for a non-refundable sale rate, but the same type of room as the more expensive one I booked direct via. Accor).
I have since decided that the BPG provided by Accor is a big waste of time - If you happen to find a better rate from somewhere else, best to just book it and not have to worry about the hassle of applying for (and being denied) the Accor BPG and just enjoy your stay in a cheaper room
