Hi all,

Following our discussions in two threads on Flyertalk (HERE and HERE), I decided to reach out to Accor Plus regarding the two issues that we had identified. So firstly, thank you to those who provided screenshots with booking errors, missing member rates and missing room types - [MENTION=325614]virtualaris[/MENTION] , [MENTION=788873]jiunsoh[/MENTION] , [MENTION=140363]gilbertaue[/MENTION] - if I've missed anyone else, I apologise.

In these two threads (and probably other threads on this forum that have been buried), Flyertalk users have identified two issues that Accor Plus loyalty members can sometimes face when trying to book rooms:
1. Accor Members Rates sometimes not available for some members
2. Some room types being "hidden" from members in some instances

In our discussions in the threads (and again, probably other threads on this forum that have been buried), we believe we identified the key "prerequisites" for these issues to occur, namely:
1. The member must be an Accor Plus member - I don't think status tier matters here, and;
2. The Accor Plus member must have at least one Stay Plus benefit available to use

As I didn't feel comfortable sending a "thesis of an email" just to have it buried in the standard Accor Plus customer support inbox, I sent my email directly to Paul Stevens, CEO of Accor Plus. Paul is currently away on leave, and so I received a prompt reply back from Sonya Rossiter, Accor Plus VP of Marketing. In my email I provided all the screenshots that the members named above provided in the threads, so as to give Accor Plus as much information as possible to pass onto the IT department, and I requested that Paul look into this for the interests of the Accor Plus members, as it seems that Accor has been content to "take us for a ride", as they have been aware of this issue since at least June (as per Accor Concierge's last posts).

Sonya has given her blessing for me to post her email replies here on the forum:

Spoiler

 

 

Dear Maelstrom,
Thank you for your email. Paul has asked me to respond as he is currently on leave and I am more involved with the issue you have raised.
Initially, thank you for taking the time to write such a comprehensive email with such concrete examples of room and rate availability issues. We have been working with colleagues in Paris to address this technical issue and have shared any examples that we have come across. Unfortunately it has been identified that it is very complex as it sits within the core availability engine. We have been advised by IT that the fix will take place in December and we have regular progress updates.
I am however going to take the opportunity to share your email DIRECTLY with our global head of IT and our global head of Loyalty and Customer Care. I will also follow up on the reactivity of the Accor Concierge.
Maelstrom, we do appreciate your loyalty and as mentioned above, the fact that you have taken such significant time to communicate with us on these issues. Please do let me know if you have time for a call, however I am sensitive of your time.
Warm regards
Sonya

So, a fix (probably) is coming in December, and the Accor Concierge will (hopefully) be getting reactivated.

While, yes, these are "probably" and "hopefully" scenarios - as we all know what Accor IT is like - I just wanted to share Sonya's emails and responses with everyone on here, as I know that we have all been quite frustrated with these issues, and also a little concerned with the lack of representation on the forum from the currently-inactive Accor Concierge. I hope this post has been helpful.

And I have procrastinated long enough with my studies for these last couple of days, so I'd best get back to it.

Cheers,