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
Feb 25, 2010, 8:36 am
#16
Join Date: Mar 2007
Location: TSV, Australia
Posts: 2,401
I have had a fairly good experience of using Starwoods BRG, and they certainly at least respond promptly to claims. The reasons that Accor deny claims don't sound entirely unreasonable, but simply not replying is shocking.
This thread just reinforces for me that Accor customer service bites.
This thread just reinforces for me that Accor customer service bites.
Feb 25, 2010, 6:34 pm
#17
A FlyerTalk Posting Legend
Join Date: Aug 2006
Location: Argentina
Posts: 40,211
Marriott are fantastic with their "Look no Further" BRG.
I sent in a claim for the Marriott Sydney which I had booked then saw it on Hotel.com £15 cheaper.Before the day was out I had a reply accepting the claim....they matched it and gave another 25% off the rate on top of it as promised. ^
Accor need to look and learn from their competitors by the looks of it.
I sent in a claim for the Marriott Sydney which I had booked then saw it on Hotel.com £15 cheaper.Before the day was out I had a reply accepting the claim....they matched it and gave another 25% off the rate on top of it as promised. ^
Accor need to look and learn from their competitors by the looks of it.
Apr 21, 2010, 10:48 am
#18
Join Date: May 2008
Location: Berkshire
Programs: BA Lifetime Gold, GGL/CCR, Hilton Diamond, Accor Plat, Pucci Fan Club
Posts: 1,779
Booked the Dubai Sofitel on Accor website with a 3rd night free offer. Saw exactly the same offer with Expedia for a better price. Struggled to find the online BRG form but sent it off anyway. No confirmation whatsoever from them yet. Very poor service and now concerned that its all one big scam especially as its a pre paid rate so I can't simply cancel and rebook the Expedia rate. I may try calling my CC provider tomorrow to see if they can cancel the payment.
Apr 23, 2010, 8:00 am
#19
Join Date: Nov 2009
Location: PDX
Programs: Don't think it matters...
Posts: 5,240
Hi all,
Having seen here so so many posts on Accor not honouring the BPG and a post mentioning that they have NOT found even one successful BPG claim with Accor, it clearly gives an impression that is a fraud..
My query was.. arent hotels bound by some Eu regulation (specially since accor is an european grp) similiar to airlines?? Its basically improper trade practice and fooling the customer .. Can we not complain about this somewhere, since we obviously see that writing to accor is not taking us anywhere..??
Having seen here so so many posts on Accor not honouring the BPG and a post mentioning that they have NOT found even one successful BPG claim with Accor, it clearly gives an impression that is a fraud..
My query was.. arent hotels bound by some Eu regulation (specially since accor is an european grp) similiar to airlines?? Its basically improper trade practice and fooling the customer .. Can we not complain about this somewhere, since we obviously see that writing to accor is not taking us anywhere..??
May 10, 2010, 9:05 am
#21
Join Date: May 2008
Location: Berkshire
Programs: BA Lifetime Gold, GGL/CCR, Hilton Diamond, Accor Plat, Pucci Fan Club
Posts: 1,779
Thought I'd update you all on my progress.
Like everyone else, Accor refused to honour the BRG. Same hotel, dates, rate type etc etc. Excuse was that it was what they call an 'all inclusive package'. It was room only
I asked Accor to explain how they classed a room only booking as all inclusive. They never responded.
I opened a dispute with Amex and sent them screenshots of my booking, the expedia cheaper booking, the best rate guarantee etc etc. Amex have now refunded my credit card with the difference plus the 10% as stated by the BRG and they will be charging this back to Accor
So a bit of success ^ . Just not sure what, if anything, Accor will do about it. Quite interested to see though.
It's just the principle. Accor have lost my business wherever I have a choice.
Like everyone else, Accor refused to honour the BRG. Same hotel, dates, rate type etc etc. Excuse was that it was what they call an 'all inclusive package'. It was room only
I asked Accor to explain how they classed a room only booking as all inclusive. They never responded.
I opened a dispute with Amex and sent them screenshots of my booking, the expedia cheaper booking, the best rate guarantee etc etc. Amex have now refunded my credit card with the difference plus the 10% as stated by the BRG and they will be charging this back to Accor
So a bit of success ^ . Just not sure what, if anything, Accor will do about it. Quite interested to see though.
It's just the principle. Accor have lost my business wherever I have a choice.
May 12, 2010, 1:33 am
#22
Join Date: Nov 2009
Location: PDX
Programs: Don't think it matters...
Posts: 5,240
Thought I'd update you all on my progress.
I opened a dispute with Amex and sent them screenshots of my booking, the expedia cheaper booking, the best rate guarantee etc etc. Amex have now refunded my credit card with the difference plus the 10% as stated by the BRG and they will be charging this back to Accor
I opened a dispute with Amex and sent them screenshots of my booking, the expedia cheaper booking, the best rate guarantee etc etc. Amex have now refunded my credit card with the difference plus the 10% as stated by the BRG and they will be charging this back to Accor
thanks
Feb 15, 2011, 9:39 pm
#23
Join Date: Jan 2008
Location: Sydney, Australia
Programs: HH Diamond, Marriott Titanium/LTG, IHG Platinum
Posts: 1,921
I should have read these BRG threads before even bothering with my first and last claim.
My claim took 11 days And it got rejected
This is their reason:-
.....concerns an offering different from that found on our site:
-Different sales conditions :
It’s possible to cancel the booking the day of arrival at 2pm and we pay 1£ for deposit with www.travelrepublic.co.uk
It’s not possible to cancel 1 day before arrival at 2pm and we didn’t pay deposit with sofitel.com
A very pathetic excuse IMO, it doesn't even make sense to me.
My claim took 11 days
And it got rejected This is their reason:-
.....concerns an offering different from that found on our site:
-Different sales conditions :
It’s possible to cancel the booking the day of arrival at 2pm and we pay 1£ for deposit with www.travelrepublic.co.uk
It’s not possible to cancel 1 day before arrival at 2pm and we didn’t pay deposit with sofitel.com
A very pathetic excuse IMO, it doesn't even make sense to me.
Feb 16, 2011, 7:18 am
#24
Join Date: Nov 2009
Location: PDX
Programs: Don't think it matters...
Posts: 5,240
[QUOTE=alanslegal;15872908]I should have read these BRG threads before even bothering with my first and last claim.
My claim took 11 days And it got rejected
This is their reason:-
.....concerns an offering different from that found on our site:
-Different sales conditions :
It’s possible to cancel the booking the day of arrival at 2pm and we pay 1£ for deposit with www.travelrepublic.co.uk
It’s not possible to cancel 1 day before arrival at 2pm and we didn’t pay deposit with sofitel.com
A very pathetic excuse IMO, it doesn't even make sense to me.[/QUOTE]
+1..
it doesnt make any sense ..
My claim took 11 days
And it got rejected This is their reason:-
.....concerns an offering different from that found on our site:
-Different sales conditions :
It’s possible to cancel the booking the day of arrival at 2pm and we pay 1£ for deposit with www.travelrepublic.co.uk
It’s not possible to cancel 1 day before arrival at 2pm and we didn’t pay deposit with sofitel.com
A very pathetic excuse IMO, it doesn't even make sense to me.[/QUOTE]
+1..
it doesnt make any sense ..
Jun 18, 2011, 3:09 am
#25
Suspended
Join Date: Jul 2005
Location: Thailand
Programs: Marriott - P; HH - G; Hyatt - P; Avis - LT First
Posts: 5,023
Accor's Best Rate Guarantee - Dark Ages
Accor's Best Rate Guarantee continues to live in the "dark ages" as submissions on their online claims are limited to bookings in 2010 (perhaps they are unaware of what year it currently is!?) and 2011 without the ability to put in a claim for 2012 bookings............... so much for their "guarantee"!
http://www.accorhotels.com/gb/garantie/formulaire.shtml
http://www.accorhotels.com/gb/garantie/formulaire.shtml
Jun 18, 2011, 12:22 pm
#26
Join Date: Jan 2011
Location: KNO, ID
Programs: KF Gold, QF Gold, MR Platinum, Accor Platinum, IHG Platinum
Posts: 613
Booked a room on www.novotel.com for a night in their new Taipei Novotel.
Found on www.hotelclub.com exactly the same room with the same conditions for a lower price.
Used the BPG form on novotel's website.
Found on www.hotelclub.com exactly the same room with the same conditions for a lower price.
Used the BPG form on novotel's website.
I haven't booked it yet and tried to contact A-club official on their facebook, they said want to "reply me ASAP". I waited for couple days, and finally almost a week, they said "they couldn't know how the price could be different". lol...what a silly answer !! I asked Dieu Anh here and she would forward it to her friend, unfortunately her friend was on leave, but she got a second thought that I could write directly to the hotel. But since I was also Adv Plus member, I got better rate, which was 191 USD then I booked it immediately because it was red hot rate on that time and I was afraid that it would not be available on the next month. I still wrote it to the hotel and they apologized for it, and..on couple days after that their rate in accorhotels was lowered.
Although I didn't got better rate but I think it would benefit other A-club members. For this BGR issue, I think everyone here should write to the properties directly rather contacting Accor
Sep 15, 2011, 1:33 pm
#27
Join Date: Sep 2011
Posts: 5
Accor: Biggest joke within hotel industry
As a frequent business traveler, I've quiet had it with Accor. They simply have the worst marketing within the hotel-industry and they simply cheat on their own customers. Of course, service depends from hotel-to-hotel, but their head-quater and marketing strategy is one big joke !
A-club is a real joke to me. I have to send several mails before they credit any missing points. Points gained by special offers aren't added automaticly at all, I always have to send them a reminder and a copy of the invoice.
Next to that, the "lowest price guarantee" is a real joke. Last time I wanted to stay 2 nights in st. Ermin's in London. Via accor: €409, via Hotels.com: €365, So I enquired how to apply for the 10% extra discount befor booking. They told me I should simply book the room and fill in a form within 24 hours after booking. My deal was non-refundable, so I made sure the conditions were the same.
I got no respons after a week, so I sent them a reminder.... no response. Then I dialed customer "service" in France and they said it could take up to the date of arrival before they handle my claim... if the room wouldn't appear on hotels.com for €365... they might reject my claim.
I sent them another reminder the day after my checkout. The answer was:
> Upon checking, I confirm that the e-mail you sent was not found. However, after checking your booking, it appears that the Best price guarantee is not applicable as a specific condition appears in your booking. Indeed, the following condition is specific to Accor and would not appear in another booking:
> "Hot deals restrictions.
> Client must provide credit card details to qualify for this offer."
So, they claim that accor forces me to pay by creditcard, while hotels.com doesn't... yeah right...
I filed a claim at my creditcard company and they credited my €70,-- and Accor of course refuses to answer my e-mail messages, since they simply know they are wrong.
A-club is a real joke to me. I have to send several mails before they credit any missing points. Points gained by special offers aren't added automaticly at all, I always have to send them a reminder and a copy of the invoice.
Next to that, the "lowest price guarantee" is a real joke. Last time I wanted to stay 2 nights in st. Ermin's in London. Via accor: €409, via Hotels.com: €365, So I enquired how to apply for the 10% extra discount befor booking. They told me I should simply book the room and fill in a form within 24 hours after booking. My deal was non-refundable, so I made sure the conditions were the same.
I got no respons after a week, so I sent them a reminder.... no response. Then I dialed customer "service" in France and they said it could take up to the date of arrival before they handle my claim... if the room wouldn't appear on hotels.com for €365... they might reject my claim.
I sent them another reminder the day after my checkout. The answer was:
> Upon checking, I confirm that the e-mail you sent was not found. However, after checking your booking, it appears that the Best price guarantee is not applicable as a specific condition appears in your booking. Indeed, the following condition is specific to Accor and would not appear in another booking:
> "Hot deals restrictions.
> Client must provide credit card details to qualify for this offer."
So, they claim that accor forces me to pay by creditcard, while hotels.com doesn't... yeah right...
I filed a claim at my creditcard company and they credited my €70,-- and Accor of course refuses to answer my e-mail messages, since they simply know they are wrong.
Sep 15, 2011, 10:42 pm
#28
Join Date: Sep 2010
Programs: AZ FA+, A3 G, AB G | IHG RA, HGP D, FPC P, Accor P, BW D, HH D, Eleva, GHA P, 1862 Voyager
Posts: 1,852
glad to hear you were reimbursed by your CC company. Which country are you located in?
Personally I've never been too fancied by Accor.
Upgrades only with the Sofitel, MGallery or Pullman, and the points they award you seem so meagre.
I'm plat and I love the physical card, but that's about it.
Just spoke to a friend of mine who opened a new hotel and chose Accor to run it. And I was like WHY ACCOR??!!
But they did offer a pretty good deal.
Personally I've never been too fancied by Accor.
Upgrades only with the Sofitel, MGallery or Pullman, and the points they award you seem so meagre.
I'm plat and I love the physical card, but that's about it.
Just spoke to a friend of mine who opened a new hotel and chose Accor to run it. And I was like WHY ACCOR??!!
But they did offer a pretty good deal.
Sep 15, 2011, 11:57 pm
#29
Join Date: Sep 2011
Posts: 5
Thanks for your reply.
I think a company like Accor does not deserve to have any (loyal) customers at all as long as they treat their customers like <edited>.
Any kind of "guarantee" or "special offer" seems to be scam:
- "guaranteed" rooms: except on days with special events (what guarantee???)
- lowest price "guarantee": look above
- extra a-club points offers: why do I have to claim them several times after applying ?
My advice to frequent travelers: be loyal to any hotel brand except Accor!
I am located in Holland. Please notice that it depends on your bank to be reimbursed, but in the end if you have mastercard or visa, you can kind of force your bank to get reimbursed, but sometimes it's quiet a strugle.
I think a company like Accor does not deserve to have any (loyal) customers at all as long as they treat their customers like <edited>.
Any kind of "guarantee" or "special offer" seems to be scam:
- "guaranteed" rooms: except on days with special events (what guarantee???)
- lowest price "guarantee": look above
- extra a-club points offers: why do I have to claim them several times after applying ?
My advice to frequent travelers: be loyal to any hotel brand except Accor!
I am located in Holland. Please notice that it depends on your bank to be reimbursed, but in the end if you have mastercard or visa, you can kind of force your bank to get reimbursed, but sometimes it's quiet a strugle.
Last edited by starflyergold; Sep 16, 2011 at 1:22 am Reason: ToS violation - profanity
Aug 1, 2012, 12:29 pm
#30
Join Date: Dec 2010
Location: MRS/QXB
Programs: FB Platinum, M&M FT, HHonors Diamond
Posts: 103
Au revoir Accor !
12 days ago, I booked on accorhotels.com a night at Sofitel Hamburg. On the same day, there was a -10% offer on Expedia and tried the best rate guarantee on Accor. 12 days later, my claim gets rejected: Expedia cancellation is 3 days before at 12.00 noon, Accor is 3 days before at 18.00 noon.
12 days of investigation in order to save 15€ and a potential loyal customer.
I, of course, cancelled my booking and will go to Le Meridien instead and will avoid Accor from now on...
12 days of investigation in order to save 15€ and a potential loyal customer.
I, of course, cancelled my booking and will go to Le Meridien instead and will avoid Accor from now on...