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
- 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
May 15, 2016, 11:46 am
#196
Join Date: Jun 2013
Location: FRA
Posts: 1,398
In an interesting twist, my bank informed me yesterday, that my credit card was compromised on the trip to Paris and will be replaced. Although this was a prepaid rate, Accor so far, a week after the stay, had only charged me for the parking at the hotel, but not for the room itself.
I guess Accor will be in touch soon to ask for a different credit card, which will give me a little more leverage.
May 20, 2016, 12:26 am
#197
Join Date: Sep 2015
Programs: Flying Blue, Miles & Smiles
Posts: 466
@ Alex71 - I think as long as the Expedia page showed the room type and cancellation policy (you said non-refundable) and amend policy if applicable that should be enough of the T&C's really. You have to stick your guns as in my experience they try to wriggle out. Sometimes I have found agoda to specify the promotion (such as 3-for-2) and then I had to match over to Accor (ensuring it is the same room. You have your screenshots and proof of submission - just stick to your guns and keep your cool. Worst comes to worst, go to the hotel as they actually make the refund (not accor...they are middle men if you like). At the hotel have the nice conversation there and explain nicely that you think differently. My experiences when there is a dispute is that they will meet you half way (i.e. give you the difference, but perhaps not the 10%)
As example: My latest experience. Ibis, North Point, Hong Kong. Submitted BPG after booking but no reply. Mentioned it upon check out and they essentially said (and this seems strange), that:
- Ibis: I should have booked the other non-refundable room and got a refund from accor.
- Me: But then I would have paid for 2 rooms both of which were non-cancellable.
- Ibis: We would have cancelled the room and refunded it upon your arrival.
- Me: But then I wouldn't get the loyalty benefits as I'd be staying on an agency booking...
- Ibis: Sorry, that's our policy
...They agreed to refund the difference but not the additional 10%. I think that was them wriggling out of the 10%. I left it at that.
As example: My latest experience. Ibis, North Point, Hong Kong. Submitted BPG after booking but no reply. Mentioned it upon check out and they essentially said (and this seems strange), that:
- Ibis: I should have booked the other non-refundable room and got a refund from accor.
- Me: But then I would have paid for 2 rooms both of which were non-cancellable.
- Ibis: We would have cancelled the room and refunded it upon your arrival.
- Me: But then I wouldn't get the loyalty benefits as I'd be staying on an agency booking...
- Ibis: Sorry, that's our policy
...They agreed to refund the difference but not the additional 10%. I think that was them wriggling out of the 10%. I left it at that.
May 22, 2016, 2:09 pm
#198
Join Date: Jun 2013
Location: FRA
Posts: 1,398
Thank you for taking the time to respond, ahopkins767.
I got another e-mail from Accor basically telling me to finally go away and be quiet, since they told me repeatedly that my claim was rejected.
The crux of it is that their best price form clearly defines the information required in the screenshot: "Please attach at least one screenshot of the offer found on the other site, clearly showing the date, hotel, room type, the number of guests and the price offered." http://www.accorhotels.com/gb/garantie/formulaire.shtml
Equal sales conditions / same cancellation policy is a condition for the BPG, but not one of the stated requirements for the screenshot. Therefore, the burden of proof for this, by their own BP form, is not on the customer.
Accor's line of argument remains that I would have had a valid claim based on additional screenshots I e-mailed them, but since the screenshot I initially attached to the form did not show the sales conditions, my claim was incomplete and needed to be rejected.
I sent a message to Amy, as suggested by gilbertaue, hoping that she will be able to help. In parallel, I've requested coverage from my legal expenses insurance so that I can take the case further if needed.
I will not make it very easy for Accor to rip me off. Noone forced Accor to give such guarantees, but if they do, they become part of the contract and legally binding. Obviously, without the guarantee, I would have simply booked through Expedia.
I got another e-mail from Accor basically telling me to finally go away and be quiet, since they told me repeatedly that my claim was rejected.
The crux of it is that their best price form clearly defines the information required in the screenshot: "Please attach at least one screenshot of the offer found on the other site, clearly showing the date, hotel, room type, the number of guests and the price offered." http://www.accorhotels.com/gb/garantie/formulaire.shtml
Equal sales conditions / same cancellation policy is a condition for the BPG, but not one of the stated requirements for the screenshot. Therefore, the burden of proof for this, by their own BP form, is not on the customer.
Accor's line of argument remains that I would have had a valid claim based on additional screenshots I e-mailed them, but since the screenshot I initially attached to the form did not show the sales conditions, my claim was incomplete and needed to be rejected.
I sent a message to Amy, as suggested by gilbertaue, hoping that she will be able to help. In parallel, I've requested coverage from my legal expenses insurance so that I can take the case further if needed.
I will not make it very easy for Accor to rip me off. Noone forced Accor to give such guarantees, but if they do, they become part of the contract and legally binding. Obviously, without the guarantee, I would have simply booked through Expedia.
Jun 13, 2016, 6:38 pm
#199
Join Date: May 2012
Location: BKK/SIN/YYZ/YUL
Programs: DL, AC, Bonvoy, Accor, Hilton
Posts: 2,917
I read the Accor price promise and being the trusting sucker that I am, I emailed customer service and asked Accor if it would match the room rate offered by Expedia for a hotel I often use. I sent the screenshots of the rates and options and sat back, expecting someone would respond.
After all, Accor does make this promise;
ACCORHOTELS.COM GUARANTEES YOU THE BEST PRICE WHEN YOU BOOK A HOTEL FROM THE ACCORHOTELS GROUP “IF YOU FIND A LOWER PRICE ELSEWHERE, WE'LL MATCH IT - LESS - 10% !!!”
Ok, if they capitalize it, and use !!! they must really mean it, right? Apparently not.
I wasn't even looking for the 10% discount. I just wanted Accor to match the Expedia offer. Well 72 hours later, and I am still waiting for Accor to get back to me. How pathetic is that?
Yes, I know, too bad for me. Well, here's what I did, I booked elsewhere and I changed my other reservation plans to another hotel chain. I doubt they will miss the business, but I felt better.
What's it take to get Accor to smarten up and to behave in an honest and ethical manner? I wasn't asking for a freebie. This isn't the first time this has happened and it seems to be a problem specific to Asia.
After all, Accor does make this promise;
ACCORHOTELS.COM GUARANTEES YOU THE BEST PRICE WHEN YOU BOOK A HOTEL FROM THE ACCORHOTELS GROUP “IF YOU FIND A LOWER PRICE ELSEWHERE, WE'LL MATCH IT - LESS - 10% !!!”
Ok, if they capitalize it, and use !!! they must really mean it, right? Apparently not.
I wasn't even looking for the 10% discount. I just wanted Accor to match the Expedia offer. Well 72 hours later, and I am still waiting for Accor to get back to me. How pathetic is that?
Yes, I know, too bad for me. Well, here's what I did, I booked elsewhere and I changed my other reservation plans to another hotel chain. I doubt they will miss the business, but I felt better.
What's it take to get Accor to smarten up and to behave in an honest and ethical manner? I wasn't asking for a freebie. This isn't the first time this has happened and it seems to be a problem specific to Asia.
Jun 16, 2016, 6:27 pm
#200
Join Date: Sep 2002
Location: Philadelphia, PA, USA
Programs: HH: Gold; AirTran: Elite
Posts: 45
They don't honor their guarantee
I found a hotel cheaper on Expedia (and Travelocity and several other sites) than it was on Accor. Decided to book on Accor and do the price match so I would get the points and the 10% discount. Exact same room and rate type. Screenshots galore. They rejected the claim.
Back to Hilton for me. They've always bent over backwards for me, vs dealing with Accor support which has been no end of frustration.
Back to Hilton for me. They've always bent over backwards for me, vs dealing with Accor support which has been no end of frustration.
Jul 25, 2016, 3:19 pm
#201
Join Date: Apr 2015
Location: C2, BTS, VIE
Programs: A3 *G, AA Exec Plat Pro, Accor Silver, IHG Plat, HH Diamond, PP
Posts: 321
Booked 2 nights at Adagio Marne La Vallée Val d'Europe for 195 Euros, hoteltravel.com was about 20 euros cheaper at that time, so booked and instantly filed a BPG claim, after about 4 days of nothings I was already hesitant, but finally received a reply from the hotel director directly:
Although I am not quite sure how they mean the refund at checkin, since it's prepaid, but otherwise can't complain
Dear Mr. XXX
We took note of the lower rate per night you found on hoteltravel.com than on our site accorhotels.com. We guarantee you the best price and since you found a better rate elsewhere we’ll match it and give you a further reduction of 10%. The final rate for the two nights is thus 167,19€. We’ll be happy to proceed with the refund during your check-in. Do not hesitate to contact us if you have any further questions.
Yours sincerely
Massimo DANIELI
Directeur/General Manager
We took note of the lower rate per night you found on hoteltravel.com than on our site accorhotels.com. We guarantee you the best price and since you found a better rate elsewhere we’ll match it and give you a further reduction of 10%. The final rate for the two nights is thus 167,19€. We’ll be happy to proceed with the refund during your check-in. Do not hesitate to contact us if you have any further questions.
Yours sincerely
Massimo DANIELI
Directeur/General Manager
Jul 26, 2016, 11:57 am
#202
Join Date: Jul 2013
Posts: 812
Booked 2 nights at Adagio Marne La Vallée Val d'Europe for 195 Euros, hoteltravel.com was about 20 euros cheaper at that time, so booked and instantly filed a BPG claim, after about 4 days of nothings I was already hesitant, but finally received a reply from the hotel director directly:
Although I am not quite sure how they mean the refund at checkin, since it's prepaid, but otherwise can't complain
Although I am not quite sure how they mean the refund at checkin, since it's prepaid, but otherwise can't complain
Aug 4, 2016, 3:49 pm
#203
Join Date: Jun 2013
Location: FRA
Posts: 1,398
Booked 2 nights at Adagio Marne La Vallée Val d'Europe for 195 Euros, hoteltravel.com was about 20 euros cheaper at that time, so booked and instantly filed a BPG claim, after about 4 days of nothings I was already hesitant, but finally received a reply from the hotel director directly:
Although I am not quite sure how they mean the refund at checkin, since it's prepaid, but otherwise can't complain
Although I am not quite sure how they mean the refund at checkin, since it's prepaid, but otherwise can't complain
I'm booking now through Expedia, which has already paid off since their excellent customer service was able to resolve an issue with the hotel, we are currently staying at, to my complete satisfaction.
Nothing in the world can get me to deal with the horrendous Accor customer service directly again.
Aug 15, 2016, 4:40 am
#204
Join Date: Sep 2015
Location: Shinjuku, Tokyo
Programs: Accor Plus Plat, Marriot Plat, AF Silver
Posts: 315
Wow... reading this thread right now and this is really horrible customer service!
I am used to Starwood BRG. They work pretty well, come back to you within hours and usually the acceptance rate is quite high.
Just booked 2 nights @ Sofitel Melbourne for AUD 573.75 and found a better rate online at AUD 539.33. Same room, same condition, same dates, same everything.
Just submitted a claim... fingers crossed!
I met most of the APAC Sofitel management team in Singapore a few weeks ago and we exchanged business cards. If Accor BRG is a joke, they will certainly hear from me.
And they should expect to see me often because their new HQ (Sofitel Tanjong Pagar) is moving right in front of where I'm living!
Julien
I am used to Starwood BRG. They work pretty well, come back to you within hours and usually the acceptance rate is quite high.
Just booked 2 nights @ Sofitel Melbourne for AUD 573.75 and found a better rate online at AUD 539.33. Same room, same condition, same dates, same everything.
Just submitted a claim... fingers crossed!
I met most of the APAC Sofitel management team in Singapore a few weeks ago and we exchanged business cards. If Accor BRG is a joke, they will certainly hear from me.
And they should expect to see me often because their new HQ (Sofitel Tanjong Pagar) is moving right in front of where I'm living!
Julien
Aug 15, 2016, 5:23 am
#205
Join Date: Jun 2007
Location: ASIA
Programs: TK Elite, ALL Plus Diamond, Marriott Platinum, Hertz PC
Posts: 3,530
Wow... reading this thread right now and this is really horrible customer service!
I am used to Starwood BRG. They work pretty well, come back to you within hours and usually the acceptance rate is quite high.
Just booked 2 nights @ Sofitel Melbourne for AUD 573.75 and found a better rate online at AUD 539.33. Same room, same condition, same dates, same everything.
Just submitted a claim... fingers crossed!
I met most of the APAC Sofitel management team in Singapore a few weeks ago and we exchanged business cards. If Accor BRG is a joke, they will certainly hear from me.
And they should expect to see me often because their new HQ (Sofitel Tanjong Pagar) is moving right in front of where I'm living!
Julien
I am used to Starwood BRG. They work pretty well, come back to you within hours and usually the acceptance rate is quite high.
Just booked 2 nights @ Sofitel Melbourne for AUD 573.75 and found a better rate online at AUD 539.33. Same room, same condition, same dates, same everything.
Just submitted a claim... fingers crossed!
I met most of the APAC Sofitel management team in Singapore a few weeks ago and we exchanged business cards. If Accor BRG is a joke, they will certainly hear from me.
And they should expect to see me often because their new HQ (Sofitel Tanjong Pagar) is moving right in front of where I'm living!
Julien
(im looking forward to the Sofitel TP too.)
Aug 15, 2016, 6:58 pm
#206
Join Date: Sep 2015
Location: Shinjuku, Tokyo
Programs: Accor Plus Plat, Marriot Plat, AF Silver
Posts: 315
That must be why Accor lacks in this department: they don't have a dedicated BRG team and rely on local teams with a very low motivation to apply extra discount decided by management above their decision power.
Badly implemented company policy.
Maybe a great cocktail bar incoming to unwind when coming back from work late at night!
Julien
Aug 15, 2016, 10:03 pm
#207
Join Date: Jun 2007
Location: ASIA
Programs: TK Elite, ALL Plus Diamond, Marriott Platinum, Hertz PC
Posts: 3,530
Indeed! Just received a "Your Best Price Guarantee enquiry has been forwarded to the Hotel directly and is currently being investigated, a member of their team will respond shortly".
That must be why Accor lacks in this department: they don't have a dedicated BRG team and rely on local teams with a very low motivation to apply extra discount decided by management above their decision power.
Badly implemented company policy.
Maybe a great cocktail bar incoming to unwind when coming back from work late at night!
Julien
That must be why Accor lacks in this department: they don't have a dedicated BRG team and rely on local teams with a very low motivation to apply extra discount decided by management above their decision power.
Badly implemented company policy.
Maybe a great cocktail bar incoming to unwind when coming back from work late at night!
Julien
Re BRG: Accor CS is outsourced. So they can't make decisions obo hotels where the $ topics are.
Last edited by gilbertaue; Aug 16, 2016 at 1:52 am
Aug 15, 2016, 11:13 pm
#208
Join Date: Sep 2015
Location: Shinjuku, Tokyo
Programs: Accor Plus Plat, Marriot Plat, AF Silver
Posts: 315
Sofitel Melbourne just called me to reject the BRG claim because "this website is not affiliated with us, we've never heard about it". Dubious. If there is a restricted list of matching websites, they should provide it BEFORE judging on a claim. That claim goes against their own T&Cs.
Website is prestigia.com @ A$533.33 where Accor is A$573.75.
I'll challenge Accor Hotel APAC management team about the inconsistency of their own marketing claims.
Julien
Website is prestigia.com @ A$533.33 where Accor is A$573.75.
I'll challenge Accor Hotel APAC management team about the inconsistency of their own marketing claims.
Julien
Aug 15, 2016, 11:43 pm
#209
Join Date: Jul 2015
Location: Indonesia
Posts: 110
Originally Posted by ACCORHOTELS T&C
AccorHotels reserves the right to modify or terminate the Best Price Guarantee and its terms and conditions of this Guarantee at any time and without prior notice.
The only reliable customer service channel is the hotel itself. So if the hotel already said they won't honor any terms or claim, I will escalate my claim to hotel GM level.
Last edited by TeRriii; Aug 16, 2016 at 12:02 am
Aug 16, 2016, 1:58 am
#210
Join Date: Jun 2007
Location: ASIA
Programs: TK Elite, ALL Plus Diamond, Marriott Platinum, Hertz PC
Posts: 3,530
Sofitel Melbourne just called me to reject the BRG claim because "this website is not affiliated with us, we've never heard about it". Dubious. If there is a restricted list of matching websites, they should provide it BEFORE judging on a claim. That claim goes against their own T&Cs.
Website is prestigia.com @ A$533.33 where Accor is A$573.75.
I'll challenge Accor Hotel APAC management team about the inconsistency of their own marketing claims.
Julien
Website is prestigia.com @ A$533.33 where Accor is A$573.75.
I'll challenge Accor Hotel APAC management team about the inconsistency of their own marketing claims.
Julien
To me this is a game; and I don't mind wasting my time on this - typically to teach them a lesson.
But it is to them too (unfortunately). And they certainly hope you give up quickly.
Last edited by gilbertaue; Aug 16, 2016 at 2:04 am