Jul 18, 2023, 2:25 pm
Last edit by: gdoubleu
Sections in this WikiPost
Last Revision Date: November 29th 2023
Updates
Introduction
Welcome to Accor's Best Price Guarantee ("BPG") policy, one of the industry's most generous price matching and discount policies!
I have had dozens of Accor bookings price-matched successfully across many brands, and of course a few of them being denied. I wanted to write about my experience as it could be quite frustrating and time consuming to get it right, read on!
What is the Accor BPG?
The Accor BPG allows you:
- to have your Accor.com rate price matched after sighting of a cheaper rate on a third-party website
- AND to receive either a 10 or 25% discount on the third-party rate (see Discount Rate)
All of that under certain conditions.
You can read the full Accor BPG terms in English at: https://all.accor.com/information/be...tions.en.shtml
Brands Eligible for the BPG
Per Article 2 of the BPG:
"The hotels covered by “Best Price Guarantee” are as follows:
All hotels in the Accor Group (Fairmont, Raffles, Swissôtel, Sofitel, So Sofitel, Sofitel Legend, Pullman, MGallery, Mövenpick, Grand Mercure, The Sebel, Novotel, Novotel Suites, Mercure, Adagio, Adagio Access, Jo&Joe, Ibis, Ibis Styles, Ibis budget, HotelF1, hôtels Orbis, 21C Museum Hotel, Orient Express), and hotels of certain partners (i.e. Mama Shelter, Hypark by Adagio)"
The following are not eligible for "Best Price Guarantee": 25Hours, Angsana, ArtSeries, BanyanTree, BreakFree, Cassia, Delano, Dhawa, Elan, Greet, Hanting, Hi inn, Hyde, Ji, Mantis, Mantra, Manxin, Mondrian, Onefinestay, PepperS, Rixos, Sbe, SLS, Starway, The House Of Originals, Tribe.
“Best Price Guarantee” does not apply to hotels in the Macao special administrative region."
Note that Banyan Tree maintains its own 20% price matching guarantee that's available at https://www.banyantree.com/best-price-guarantee
Learn more on the Banyan Tree Price matching at Banyan Tree Best Price Guarantee
Discount Rate
The discount rate is 25% for all properties included in the Brand Eligibible, except for Fairmont, Raffles and Swissôtel, which attract a 10% discount.
Data Points: third-Party Sites known to work for the BPG
I had claims approved for the following sites:
BPG 101
For your BPG claim to be accepted, the BPG Article 1.1 states that matched property on the third-party site needs to be "for the same hotel, for the same date(s), the same length of stay, at the same rate conditions (i.e. refundable or non-refundable, prepayment and deposit requirements, room only or with breakfast included, booking cancellation and change condition), the same type of room (identical category, size, beds, view or location) and the same number of people in the room"
Accor's Customer Service pays great attention to the conditions attached to your third-party booking, down the to the actual time (not just only the date) of the cancellation policy (e.g.: your claim may not be approved if the cancellation policy says September 28th, 18:00 on Accor.com and September 28th, 17:59 on the third-party website). Occupancy is also often overlooked. Even if for some region, the occupancy on your booking does not impact the room pricing, the occupancy needs to match, in writing, between your Accor.com booking and your third-party price.
BPG Process
To lodge a claim, you need to submit screenshots of a third-party booking site, that has the same room for the same dates (and other conditions, see BPG 101), at a lower price. These screenshots will need to who clearly the URL of the third-party site, as well as the time when they were taken. There is a 24-hour grace period between your Accor.com booking and the sighting of the cheaper rate on the third-party website.
Once submitted, your claim has a claim number (which is just a Customer Service ticket number), which you receive by email. Accor Customer Service then follows up to let you know of the status of your claim. There is no guaranteed time as to when Customer Service is due to get back to you.
If your claim is approved, Customer Service generally lets you know. They inform you they have requested the price-matched property to update your booking rate. Once the property does that, you receive an email with the subject: "Modification of your reservation <Name of Property> <Booking ID>" with the details of the new rate.
The application of the new rate usually follows the following rules:
Q&A
Beware: Accor Customer Service
I encountered countless time when Customer Service was negligent when process BPG claims:
- Rates from the third-party website are misread ("naked room rate" vs total amount, currency...)
- Customer Service tends to apply a blanket 10% discount on bookings (ignoring that most brands attract a 25% discount)
Some other times, the property would play some tactics:
- I had one property tell me that I could have booked a cheaper rate on Accor.com (but that was still higher than the third-party rate), effectively reneging the application of the BPG Claim (I did not push further).
- I had one property crediting a rate difference post-checkout via Accor points.
Tips & Tricks
BPG Claim Sweet Spots
There are several brand sweet spots for BPG claim should you want to optimize, they all receive a 25% discount over your third-party sighting:
Common Pitfalls
I am able to reach a 95% success rate with my BPG, and this is my checklist:
Things I have not tried
Banyan Tree Best Price Guarantee
Banyan Tree properties is not included into Accor's Best Price Guarantee, that means you cannot submit a claim for a BPG from Accor.com, following you booking a Banyan Tree property on accor.com. That being said, Banyan Tree has its own BPG for when you book on banyantree.com. There are few caveats though:
Last Revision Date: November 29th 2023
- Updates
- Introduction
- What is the BPG?
- Brands Eligible for the BPG
- Discount Rate
- Data Points: third-Party Sites known to work for the BPG
- BPG 101
- BPG Process
- Q&A
- Beware: Accor Customer Service
- Tips & Tricks
- BPG Claim Sweet Spots
- Common Pitfalls
- Things I have not tried
- Banyan Tree Best Price Guarantee
Updates
- 202404 Update: Accor Customer Care seems to process BPG claims switfly, usually within 24 hours!
- 20231129 Update: The BPG form now has a checklist for your to ensure you have cross checked information.
- 20231110 Update:
- Looks like Accor Customer Service has rolled out a more "hands off" posture to making sure BPG's (when approved) are reflected. The language is now like: "The BPG was approved, the follow up with the hotel, contact..."
- Properties in Macau are not part of the BPG program anymore
Introduction
Welcome to Accor's Best Price Guarantee ("BPG") policy, one of the industry's most generous price matching and discount policies!
I have had dozens of Accor bookings price-matched successfully across many brands, and of course a few of them being denied. I wanted to write about my experience as it could be quite frustrating and time consuming to get it right, read on!
What is the Accor BPG?
The Accor BPG allows you:
- to have your Accor.com rate price matched after sighting of a cheaper rate on a third-party website
- AND to receive either a 10 or 25% discount on the third-party rate (see Discount Rate)
All of that under certain conditions.
You can read the full Accor BPG terms in English at: https://all.accor.com/information/be...tions.en.shtml
Brands Eligible for the BPG
Per Article 2 of the BPG:
"The hotels covered by “Best Price Guarantee” are as follows:
All hotels in the Accor Group (Fairmont, Raffles, Swissôtel, Sofitel, So Sofitel, Sofitel Legend, Pullman, MGallery, Mövenpick, Grand Mercure, The Sebel, Novotel, Novotel Suites, Mercure, Adagio, Adagio Access, Jo&Joe, Ibis, Ibis Styles, Ibis budget, HotelF1, hôtels Orbis, 21C Museum Hotel, Orient Express), and hotels of certain partners (i.e. Mama Shelter, Hypark by Adagio)"
The following are not eligible for "Best Price Guarantee": 25Hours, Angsana, ArtSeries, BanyanTree, BreakFree, Cassia, Delano, Dhawa, Elan, Greet, Hanting, Hi inn, Hyde, Ji, Mantis, Mantra, Manxin, Mondrian, Onefinestay, PepperS, Rixos, Sbe, SLS, Starway, The House Of Originals, Tribe.
“Best Price Guarantee” does not apply to hotels in the Macao special administrative region."
Note that Banyan Tree maintains its own 20% price matching guarantee that's available at https://www.banyantree.com/best-price-guarantee
Learn more on the Banyan Tree Price matching at Banyan Tree Best Price Guarantee
Discount Rate
The discount rate is 25% for all properties included in the Brand Eligibible, except for Fairmont, Raffles and Swissôtel, which attract a 10% discount.
Data Points: third-Party Sites known to work for the BPG
I had claims approved for the following sites:
BPG 101
For your BPG claim to be accepted, the BPG Article 1.1 states that matched property on the third-party site needs to be "for the same hotel, for the same date(s), the same length of stay, at the same rate conditions (i.e. refundable or non-refundable, prepayment and deposit requirements, room only or with breakfast included, booking cancellation and change condition), the same type of room (identical category, size, beds, view or location) and the same number of people in the room"
Accor's Customer Service pays great attention to the conditions attached to your third-party booking, down the to the actual time (not just only the date) of the cancellation policy (e.g.: your claim may not be approved if the cancellation policy says September 28th, 18:00 on Accor.com and September 28th, 17:59 on the third-party website). Occupancy is also often overlooked. Even if for some region, the occupancy on your booking does not impact the room pricing, the occupancy needs to match, in writing, between your Accor.com booking and your third-party price.
BPG Process
To lodge a claim, you need to submit screenshots of a third-party booking site, that has the same room for the same dates (and other conditions, see BPG 101), at a lower price. These screenshots will need to who clearly the URL of the third-party site, as well as the time when they were taken. There is a 24-hour grace period between your Accor.com booking and the sighting of the cheaper rate on the third-party website.
Once submitted, your claim has a claim number (which is just a Customer Service ticket number), which you receive by email. Accor Customer Service then follows up to let you know of the status of your claim. There is no guaranteed time as to when Customer Service is due to get back to you.
If your claim is approved, Customer Service generally lets you know. They inform you they have requested the price-matched property to update your booking rate. Once the property does that, you receive an email with the subject: "Modification of your reservation <Name of Property> <Booking ID>" with the details of the new rate.
The application of the new rate usually follows the following rules:
- The discount (either 10 or 25%, see Discount Rate) is applied on the "naked room rate", that is the rate free of government taxes, resort fee, "taxe de sejour", etc... Taxes are then applied on the discounted rate per the tax requirements in each country/region/location.
- After applying the discount on your booking rate, the Property usually linearize the rate over the days on your booking so that the same rate will apply to all the nights in your stay even if the rate fluctuated in your original booking.
Q&A
- Can I use the BPG if I have an Accor traveler card (e.g.: ALL PLUS Voyageur)? The BPG applies to ALL PLUS Voyageur Card holders, provided the third-party rate complies with the BPG requirements (See BPG 101). Given the discounts you may already benefit from with ALL PLUS, the chance of finding a third-party rate is slimmer, but not nonexistent. It may make economic sense to submit a BPG claim using "just" the Accor member rate.
- Until when can I submit a BPG Claim? Per Article 4.2, "requests must be submitted within 24 hours following confirmation of the Eligible Booking [Accor.com booking] and no later than 48 hours before the planned arrival at the hotel.". "48 hours" here means that you can lodge a claim until 23:59 two days before your check-in date.
- What happens if my BPG Claim is not processed prior to my stay starting? Should you have lodged on time and your BPG came to be approved after your stay has started, Customer Service will be in touch to organize a refund via the Property where you stayed (and paid full price)
- What can I do if my claim is not answered within 2 weeks? You can:
- Resubmit the same claim mentioning the Claim # of the original claim with the original documents
- Send an email to [email protected] or [email protected] – they will sometimes create a new claim on your behalf or influence the original one
- Send an email to [email protected] – Since 2023, these are the folks that Customer Service escalates claims to
- I can't lodge a BPG Claim, my browser show a red banner when I submit one, what should I do? Lodge your BPG again in an Incognito or private browser window, that will fix it.
- What if my claim isn't responded to by the time I check out? This is last resort, but I advise you lodge a chargeback with your credit card company. I had success doing that.
Beware: Accor Customer Service
I encountered countless time when Customer Service was negligent when process BPG claims:
- Rates from the third-party website are misread ("naked room rate" vs total amount, currency...)
- Customer Service tends to apply a blanket 10% discount on bookings (ignoring that most brands attract a 25% discount)
Some other times, the property would play some tactics:
- I had one property tell me that I could have booked a cheaper rate on Accor.com (but that was still higher than the third-party rate), effectively reneging the application of the BPG Claim (I did not push further).
- I had one property crediting a rate difference post-checkout via Accor points.
Tips & Tricks
- If a claim has not been answered promptly (within 7 days), Accor Customer Service sometimes issues 2,000 Reward points. I keep asking every time this happens, and this is not always granted, but you can try.
- If you have an Accor Traveler Card (e.g.: ALL PLUS Voyageur), to increase your chances of finding a lower rate, you can book the regular Accor member rate on Accor.com by signing out from your Accor account on the room selection page. The booking will still be attached to your Accor.com account (same email) AND you will receive the benefits attached to your status.
- For your screenshots, make sure that a time shows. I always make sure that time shows in the menu bar of my OS, along with the timezone.
- Using Skyscanner.com has greatly reduced the time for me to do searches.
- I was able to get a BPG claim approved for a rate showing as "Complimentary Breakfast on Weekends" which is provided by the Accor status, but could be ground for rejection.
BPG Claim Sweet Spots
There are several brand sweet spots for BPG claim should you want to optimize, they all receive a 25% discount over your third-party sighting:
- Sofitel
- So Sofitel
- Pullman
Common Pitfalls
I am able to reach a 95% success rate with my BPG, and this is my checklist:
- Room type: are the room types strictly equivalent? Beware of the small variation in room type names (like street view, vs park view). Twin beds room or King bed room are two different types in the eyes of the BPG
- Room rate: the room rate, that is the price of your booking exclusive of any government/local/resort taxes needs is what gets compared for the claim. Accor sometimes calculates taxes differently from third-parties (go figure!) and third-parties are also sometimes not including some taxes into the displayed price.
- Occupancy: when you make a booking on Accor.com, you specify an occupancy (i.e.: the number of people who will stay in the room). That occupancy needs to show the same amount of adults on the third-party sighting.
- Booking currency: make sure you are comparing stays with the same currencies. I submitted USD vs AUD (Australia Dollar) claims by mistake, leading to rejection.
- Cancellation Policy Penalty: for when you compare cancellable bookings, the Accor BPG will apply all the way to the penalty. If Accor.com says the penalty for cancelling after a certain day/time is 1 night, the 3rd-party needs to have the same penalty.
Things I have not tried
- Submitting a BPG for a Suite Night ("SN") booking
Banyan Tree Best Price Guarantee
Banyan Tree properties is not included into Accor's Best Price Guarantee, that means you cannot submit a claim for a BPG from Accor.com, following you booking a Banyan Tree property on accor.com. That being said, Banyan Tree has its own BPG for when you book on banyantree.com. There are few caveats though:
- Banyan Tree BPG policy starts as soon as you find a lower rate (same room, same cancellation policy...). That means findings a rate that's lower by just $1 (or the local currency equivalent) will trigger the policy
- Banyan Tree, when applying the policy, will shave off 20% off your rate, but will wave all Accor benefits should you be in an Accor tier. They may or may not let you know. You will also not be allows to earn/burn points from when the policy is applied.
Accor/ ALL: experiences with best price guarantee
Mar 12, 2022, 10:58 am
#346
Join Date: Oct 2013
Location: SIN/BNE
Posts: 816
I got my claim rejected because the cancellation policy on agoda was 24 hours before the stay and the flexible rate on accor's website was 14 days before. So agoda had a rate that is 50% less than the rate on accor, with a more generous cancellation policy, yet my claim was rejected. Best price guarantee my arse!!
Jul 5, 2022, 8:52 am
#347
Join Date: Oct 2010
Location: IL
Programs: UA Gold, DL Silver, Hertz PC, Avis Pref+, Accor Silver
Posts: 1,107
Best Price guarantee - not guaranteed
I recently stayed at the Novotel Sharm al Sheikh.
Booked a refundable rate - saw a cheaper rate (exact same room and conditions) on booking,com.
Sent Accor customer service a mail with all details and screencaps - got a response that the best rate guarantee was valid and would be applied. New rate of XXX, they would reach out to the hotel.
Checked in to the Novotel - and was told they're not going to honour the price that was given.
Reception said they don't know why.... but "someone" at the hotel had responded to customer care saying they don't think the guarantee is valid .
I reached out to customer care again - and they suggest I contact the hotel.....hmm....
SO would be glad to hear any ideas. Is this a lost cause ? Is the "best rate guarantee" truly worthless ?
Booked a refundable rate - saw a cheaper rate (exact same room and conditions) on booking,com.
Sent Accor customer service a mail with all details and screencaps - got a response that the best rate guarantee was valid and would be applied. New rate of XXX, they would reach out to the hotel.
Checked in to the Novotel - and was told they're not going to honour the price that was given.
Reception said they don't know why.... but "someone" at the hotel had responded to customer care saying they don't think the guarantee is valid .
I reached out to customer care again - and they suggest I contact the hotel.....hmm....
SO would be glad to hear any ideas. Is this a lost cause ? Is the "best rate guarantee" truly worthless ?
Jul 5, 2022, 12:42 pm
#348
FlyerTalk Evangelist
Join Date: Aug 2009
Location: Paris, France
Programs: AF/KL Flying Blue Platinum for life/Club2000 Ultimate, Accor ALL Diamond
Posts: 21,922
I recently stayed at the Novotel Sharm al Sheikh.
Booked a refundable rate - saw a cheaper rate (exact same room and conditions) on booking,com.
Sent Accor customer service a mail with all details and screencaps - got a response that the best rate guarantee was valid and would be applied. New rate of XXX, they would reach out to the hotel.
Checked in to the Novotel - and was told they're not going to honour the price that was given.
Reception said they don't know why.... but "someone" at the hotel had responded to customer care saying they don't think the guarantee is valid .
I reached out to customer care again - and they suggest I contact the hotel.....hmm....
SO would be glad to hear any ideas. Is this a lost cause ? Is the "best rate guarantee" truly worthless ?
Booked a refundable rate - saw a cheaper rate (exact same room and conditions) on booking,com.
Sent Accor customer service a mail with all details and screencaps - got a response that the best rate guarantee was valid and would be applied. New rate of XXX, they would reach out to the hotel.
Checked in to the Novotel - and was told they're not going to honour the price that was given.
Reception said they don't know why.... but "someone" at the hotel had responded to customer care saying they don't think the guarantee is valid .
I reached out to customer care again - and they suggest I contact the hotel.....hmm....
SO would be glad to hear any ideas. Is this a lost cause ? Is the "best rate guarantee" truly worthless ?
Jul 16, 2022, 2:36 am
#349
Join Date: Aug 2016
Posts: 204
Got a BRG claim approved by Accor for the Mövenpick Melbourne - original rate was 1.150 EUR and after BRG 750 EUR. They sold their cheapest rate online without breakfast but on Expedia and Booking.com with breakfast included. Even though I received the confirmation from Accor a week ago the price on the reservation is still unchanged. Would you request Accor to change the price or the hotel?
Jul 19, 2022, 8:46 am
#350
Join Date: Sep 2003
Location: MSP
Programs: DL PlatMM, BA and Alaska Emerald, HHonors DIA, Accor, Marriott Titanium, IHG Plat Amb, UA Silver, AA
Posts: 4,514
Got a BRG claim approved by Accor for the Mövenpick Melbourne - original rate was 1.150 EUR and after BRG 750 EUR. They sold their cheapest rate online without breakfast but on Expedia and Booking.com with breakfast included. Even though I received the confirmation from Accor a week ago the price on the reservation is still unchanged. Would you request Accor to change the price or the hotel?
Jul 20, 2022, 5:00 am
#351
Join Date: Jun 2022
Location: HAM
Programs: AY, Accor, Hilton - Gold
Posts: 384
How long did it take?
I made a claim on sunday and I really thought they would have answered me by now. It seems they are not so response, by reading this thread.
Maybe I should rather book the 25% better rate since its also refundable before its gone. Then I can still cancel it if they should approve the claim.
I made a claim on sunday and I really thought they would have answered me by now. It seems they are not so response, by reading this thread.
Maybe I should rather book the 25% better rate since its also refundable before its gone. Then I can still cancel it if they should approve the claim.
Jul 20, 2022, 5:54 am
#352
Join Date: Aug 2016
Posts: 204
I'm not an expert, but at lest with Marriott and Hilton they don't always update the rate in the booking, so I always *print out* the confirmation. Seems more "official" than just showing a phone, for some reason. But you could also contact the Accor BRG and ask what the procedure is.
Jul 21, 2022, 11:30 am
#353
Join Date: Jun 2022
Location: HAM
Programs: AY, Accor, Hilton - Gold
Posts: 384
How long did it take?
I made a claim on sunday and I really thought they would have answered me by now. It seems they are not so response, by reading this thread.
Maybe I should rather book the 25% better rate since its also refundable before its gone. Then I can still cancel it if they should approve the claim.
I made a claim on sunday and I really thought they would have answered me by now. It seems they are not so response, by reading this thread.
Maybe I should rather book the 25% better rate since its also refundable before its gone. Then I can still cancel it if they should approve the claim.
Whatever that means. I thought the BPG would be from accors side. So I have to wait for the Hotel to say yes to my claim? At least it somehow went through right?
Jul 26, 2022, 1:57 am
#354
Join Date: Jun 2022
Location: HAM
Programs: AY, Accor, Hilton - Gold
Posts: 384
Alright, just a quick update: It seems the Swissotel Stamford Singapore accepted my claim. I'm just a little worried that I got two bookings now.
Because I only got a mail from Swissotel "Reservation Confirmation" with no mentioning of the BRG or anything. Just a normal reservation with a new price.
Is that just how it is and its linked to my old reservation in the app? Or is that really a second reservation and I need to cancel my old booking?
Well, at least the claim got through, so I'm quite happy as long as I dont pay it two times
Because I only got a mail from Swissotel "Reservation Confirmation" with no mentioning of the BRG or anything. Just a normal reservation with a new price.
Is that just how it is and its linked to my old reservation in the app? Or is that really a second reservation and I need to cancel my old booking?
Well, at least the claim got through, so I'm quite happy as long as I dont pay it two times
Jul 28, 2022, 9:12 am
#355
Join Date: Jul 2022
Posts: 22
Requested Tuesday morning for an Ibis Styles Hotel in Italy (I don't want to say which one, as I do feel a bit bad for abusing something that is clearly a bug and the rate is still available).
Rate on Accor was 140 (W breakfast) . Clearly an error rate on the other site of 84 with breakfast included.
First experience and it went great, as I just got an email confirming the refund of about 70 euros. (they added 10% extra refund instead of 25% but seems fair to me as the rate is already that much lower)
Even though the other site gave cancellation untill week before arrival and Accor didn't they came through quite quickly.
Can't post pictures yet as I am new here.
Rate on Accor was 140 (W breakfast) . Clearly an error rate on the other site of 84 with breakfast included.
First experience and it went great, as I just got an email confirming the refund of about 70 euros. (they added 10% extra refund instead of 25% but seems fair to me as the rate is already that much lower)
Even though the other site gave cancellation untill week before arrival and Accor didn't they came through quite quickly.
Can't post pictures yet as I am new here.
Jul 28, 2022, 10:36 am
#356
Join Date: Jan 2012
Location: Exeter, UK
Programs: BA Gold. Flying Blue Gold. Hilton Gold, Accor Gold, IHG Plat AMB, Radisson Gold, Marriott Gold
Posts: 220
I've been trying to make a claim for an upcoming stay at the Fairmont Vancouver. I haven't even been able to get so far submitting it though, as I just have a long red bar appearing after I hit the submit button (after which nothing seems to happen). Have tried a couple of different browsers....
Oct 4, 2022, 12:40 pm
#357
Join Date: Jun 2011
Location: London
Posts: 180
Hi there, does anyone know what to do with a non-refundable rate being much cheaper on stayforlong.com than the accor website for So Vienna. I'm scared to book it on accor site in case they say no. Do I book a refundable rate and then tell them it's the non-refundable rate that i want? Or is there another way? Advice appreciated. Many thanks!
Oct 4, 2022, 1:42 pm
#358
Join Date: Feb 2014
Programs: Amex Plat, Hilton Diamond, SPG Gold, Carlson Gold, CM Presidential / *A Gold, Hertz 5*
Posts: 1,648
Jan 22, 2023, 7:44 am
#359
Join Date: Jul 2014
Location: Saint Brieuc
Programs: HHonors, Accorhotel Platinium, Nordic Choice Platinium
Posts: 966
I booked Pullman Brussels for 3 nights next february for 490,62€ (including local taxes). The same day I found a better rate on trip.com : 466,16€ (including local taxes)
I submited a BRG to Accor.
The first answer from CS was: "the Best Price Guarantee cannot apply as the rate found is a Special promotional offers giving rise to an additional discount"
The “BEST PRICE GUARANTEE” GENERAL TERMS AND CONDITIONS says "Special promotional offers giving rise to an additional discount after booking confirmation" which is not the case.
So I wrote back to Accor's CS
The second answer was: "As indicated in the previous answer, we would like to point out that the base rate indicated on the screenshot of your screen is 501.84 Euros"
Nowhere in the T&C is there any reference to a "base rate", but only to "a lower public price and available for booking, this price being calculated in an identical manner, on the same basis as the total cost of the stay with the same inclusions (taxes, VAT, services)",
I will not give up and sent a third message back to Accor.
Maybe I should contact the hotel directly?
I submited a BRG to Accor.
The first answer from CS was: "the Best Price Guarantee cannot apply as the rate found is a Special promotional offers giving rise to an additional discount"
The “BEST PRICE GUARANTEE” GENERAL TERMS AND CONDITIONS says "Special promotional offers giving rise to an additional discount after booking confirmation" which is not the case.
So I wrote back to Accor's CS
The second answer was: "As indicated in the previous answer, we would like to point out that the base rate indicated on the screenshot of your screen is 501.84 Euros"
Nowhere in the T&C is there any reference to a "base rate", but only to "a lower public price and available for booking, this price being calculated in an identical manner, on the same basis as the total cost of the stay with the same inclusions (taxes, VAT, services)",
I will not give up and sent a third message back to Accor.
Maybe I should contact the hotel directly?
Jan 22, 2023, 8:41 am
#360
Join Date: Jul 2022
Posts: 22
I booked Pullman Brussels for 3 nights next february for 490,62€ (including local taxes). The same day I found a better rate on trip.com : 466,16€ (including local taxes)
I submited a BRG to Accor.
The first answer from CS was: "the Best Price Guarantee cannot apply as the rate found is a Special promotional offers giving rise to an additional discount"
The “BEST PRICE GUARANTEE” GENERAL TERMS AND CONDITIONS says "Special promotional offers giving rise to an additional discount after booking confirmation" which is not the case.
So I wrote back to Accor's CS
The second answer was: "As indicated in the previous answer, we would like to point out that the base rate indicated on the screenshot of your screen is 501.84 Euros"
Nowhere in the T&C is there any reference to a "base rate", but only to "a lower public price and available for booking, this price being calculated in an identical manner, on the same basis as the total cost of the stay with the same inclusions (taxes, VAT, services)",
I will not give up and sent a third message back to Accor.
Maybe I should contact the hotel directly?
I submited a BRG to Accor.
The first answer from CS was: "the Best Price Guarantee cannot apply as the rate found is a Special promotional offers giving rise to an additional discount"
The “BEST PRICE GUARANTEE” GENERAL TERMS AND CONDITIONS says "Special promotional offers giving rise to an additional discount after booking confirmation" which is not the case.
So I wrote back to Accor's CS
The second answer was: "As indicated in the previous answer, we would like to point out that the base rate indicated on the screenshot of your screen is 501.84 Euros"
Nowhere in the T&C is there any reference to a "base rate", but only to "a lower public price and available for booking, this price being calculated in an identical manner, on the same basis as the total cost of the stay with the same inclusions (taxes, VAT, services)",
I will not give up and sent a third message back to Accor.
Maybe I should contact the hotel directly?
This rate is not bookable without creating an account I think. And that is stated in the T&C, it should be a public rate, without member or new subscriber reductions
