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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:
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