Originally Posted by
TravelinSperry
Don't bother contacting anyone. Accor clearly does all it can not to honor best rate guarantees. 20 days after I submitted my online best price guarantee (yes, you read correct, 20 days), I finally received a response declining my claim. Here's what they said:
I just can't get my head around this response. The rate is supposedly a good deal (by the mere fact that it's discounted 20% off their rate), however it isn't the lowest rate available. That I found on a competing third party website (getaroom.com). However, they will not honor the best price guarantee - because the 20% off rate isn't bookable at getaroom.com? Huh?!!?!? So, if I had booked their standard, albeit higher, best available rate, would they have honored it then? Are they then suggesting we all must book rack/best available rates via their website (and not the lowest one's we see) as only those are eligible?
I should've just booked direct with getaroom.com in the first place. Now I'm stuck with their higher rate (due to their 20 day delay, the 3rd party rate is gone).
One more upset customer Accor. Why run a program like this? What purpose does it serve you? Just shut it down. I was happy with Accor prior to this fiasco.
Just to share with you. 2 years ago, I booked 1 month stay in one of Accor hotels. I saw a rate online that is 50% cheaper than the rate on Accor website (my rate was Adv+ which is AN Additional 10% discount). I sent an email to Adv+ and contacted the Accor Concierge (Dieu Anh) at that time, trying to get them to match my rate.
I did not even ask them to provide me with additional discount on top of the rate I found, but just to match the rate I found but I was decline. The GM of the property replied me and mentioned that they cannot match my rate and that it was IMPOSSIBLE for me to get that rate even though I showed him the printshot of my bookings and etc.
In the end, I booked with the website and the savings were substantial since my stay was 1 month. After I stayed in the property for 1 week, I like the place and so I decided to book another month.
Again, I asked the GM whether they can match my rate but I was declined the second time. Then I managed to find another website which is also 50% cheaper than Accor website.
Hahaha. See how they treat their customer with Elite status (since I have a Gold/Plat Adv+ Paid Membership)
Originally Posted by
Viks
You are being naive. Out of curiosity I have submitted these claims several times. Some replies came after 2 weeks, some after 3. All denied. Some claims received no response ever. I don't know a BRG run worse than Accor's.
You should be considered lucky to get a reply from them. They will probably be the contender for Worse BRG program is there is any
Originally Posted by
Charlesatlarge
It has now been a week since I submitted a BPG claim. Today I received a generic email from them telling me that they can't read the form (it's their online form) and that I need start over. Accor clearly doesn't care about its guests. Now I remember why I moved my business to SPG and Hyatt years ago. Accor's customer care is a joke!
Ya. Accor is an International Joke. I told some Accor properties that I love very much that I will not stay with them since they are with Accor. So it's a pity.
Originally Posted by
TravelinSperry
Clearly. Don't bother. Just don't bother. They have the most ridiculous best price guarantee people working for them in the industry. I'd fire the 100% of them if I was the CEO of Accor and start over.
100% ^