- name of hotel : Novotel Toronto Mississauga center
- status in Le Club : Gold
- date of stay : 06/2016
- which benefit(s) were not granted : All
- comments : during check in I asked for my drink voucher. The guy at the reception said that they received a memo last week from Accor that the drink voucher is only for silver from now on and not for Gold or plats. He told me he really could not give me one. He also mentioned an upgrade was not availible. Later I saw that a higher room was bookable but the difference in rooms was small so did not go on about that.
Later when I walked by the reception when it was quite I talked to some one else behind the counter. I asked him if I could see the memo. He told me there was no memo but came up with 2 different stories: 1st: they had a internal document from the hotel (made by there hotel) regarding LeClub advantages they must honour(he showed me). It stated that only silver gets a free drink. Then he started to mix that up with what I told him that his colleague said. And that it was not clear to them of only silvers get a free drink. He said they requested clarification from Accor by email and that Accor has told them that they would look into it and get back to the hotel. Up till now they have not received an answer from Accor.
To mee it sounds like an excuse to cut corners. The 2nd guy also told me that the accor hotel he worked for in the past did treat members better.

The guy gave up in the end and gave me a voucher. I dont care about the voucher but you feel let down if your not treated like a loyal customer when you should. Especially if I would have chosen a different hotel of I was not a Accor member.