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Accor/ Le Club: experiences with best price guarantee

Accor/ Le Club: experiences with best price guarantee

Old Aug 1, 12, 8:53 pm
  #31  
 
Join Date: Mar 2012
Programs: Marriott & SPG Plat, HH Diamond, Accor Plat, ex-Fairmont Plat, ex-Swissotel Eleva
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Originally Posted by petitaix View Post
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...
I hope someway, this feedback reaches the senior management, and they do something about it. This are one of the few things that will hinder the progress of Accor. They promised changes, I hope the changes will happen soon, and for the better.
ZenWorld is offline  
Old Aug 2, 12, 12:05 am
  #32  
Moderator, Turkish Airlines Miles&Smiles & Le Club Accorhotels
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Originally Posted by petitaix View Post
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...
Madness, they should revise this to "a no quibble price guarantee". The only conditions making sense are pre-pay or not pre-pay and of course it should be the same room.
starflyergold is offline  
Old Aug 2, 12, 10:14 am
  #33  
Company Representative, Accorhotels
 
Join Date: Mar 2011
Location: France
Programs: ALL - Accor Live Limitless
Posts: 750
Dear members,

Thank you all for your contributions to this thread.

I am really sorry to hear you are all disappointed with Accor's Best Price Guarantee offer.

I will share your thoughts and comments with the brand.

All the best to everyone.

Chris
AccorHotels Concierge is offline  
Old Aug 2, 12, 10:19 am
  #34  
Company Representative, Accorhotels
 
Join Date: Mar 2011
Location: France
Programs: ALL - Accor Live Limitless
Posts: 750
Hi petitaix,

Thanks for your comment.

I'm sorry to hear Accor took so long to answer your request. It shouldn't have taken so long for Accor's customer service to get back to you.

I will, therefore, see what I can do for you with the appropriate department within Accor and let you know as soon as possible.

I apologize again for this inconvenience and thank you for your loyalty.

Take care.

Chris

Originally Posted by petitaix View Post
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...
AccorHotels Concierge is offline  
Old Aug 2, 12, 11:25 am
  #35  
 
Join Date: Dec 2010
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@Chris - Thank you for your concern. With these ridiculous rules and awful/slow customer service, Accor defitinitely lost me as a customer.
I was so angry yesterday when I left my message on the board that I made a few mistakes: cancellation on Expedia, 12:00 noon, Accor, 18:00 - and 15 saved, one customer lost of course.
Next stays: Hilton or Starwood!!!
petitaix is offline  
Old Aug 2, 12, 1:08 pm
  #36  
 
Join Date: Mar 2012
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Originally Posted by Accor Concierge View Post
Hi petitaix,

Thanks for your comment.

I'm sorry to hear Accor took so long to answer your request. It shouldn't have taken so long for Accor's customer service to get back to you.

I will, therefore, see what I can do for you with the appropriate department within Accor and let you know as soon as possible.

I apologize again for this inconvenience and thank you for your loyalty.

Take care.

Chris
Originally Posted by petitaix View Post
@Chris - Thank you for your concern. With these ridiculous rules and awful/slow customer service, Accor defitinitely lost me as a customer.
I was so angry yesterday when I left my message on the board that I made a few mistakes: cancellation on Expedia, 12:00 noon, Accor, 18:00 - and 15 saved, one customer lost of course.
Next stays: Hilton or Starwood!!!
I must say Accor Concierge appears more active than before, so ^ to Chris.

Give Chris a chance to see what he can do.

I would really hope to see Accor stepping up their game as well. Cheers.
ZenWorld is offline  
Old Aug 2, 12, 3:01 pm
  #37  
 
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Accor/ Le Club: experiences with best price guarantee

Yes, let's stay Zen ;-) and hope Accor finally invest in customer service, in a real loyalty program... Cheers!
petitaix is offline  
Old Aug 2, 12, 8:53 pm
  #38  
 
Join Date: Mar 2012
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Originally Posted by petitaix View Post
Yes, let's stay Zen ;-) and hope Accor finally invest in customer service, in a real loyalty program... Cheers!
I look forward to that too! Cheers!
ZenWorld is offline  
Old Aug 15, 12, 9:47 am
  #39  
 
Join Date: Aug 2012
Location: Alberta, Canada.
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Posts: 34
Hi all,

I have been trying to make a claim using Accor's BPG too. It's been 12 days since I sent the form and no reply.

I sent an email using the "Contact Us" form and was told to call reservations, they told me to call LeClub, who in turn told me to call reservations!

A quick google search turned-up this thread and now I do not hold out much hope for my claim!!

I booked a Mercure in Frankfurt on a "Hot Deal" pre-pay rate. On the same day found the same "Hot Deal" pre-pay rate on Expedia.ca with an additional "Stay 2 nights and save 20% off your stay"..... It's $23 cheaper a night.

The rate is still available on Expedia, which is why I assume they have not yet replied to me (waiting for Expedia to take it down before the "validate"?)

Why do they make this such a pain, it is a small amount to Accor, but a potential huge win/loss for the customer?

Anyways.... It was about time I joined FlyerTalk anyway! Hi! :0)
RamRod is offline  
Old Aug 15, 12, 9:51 am
  #40  
Moderator, Turkish Airlines Miles&Smiles & Le Club Accorhotels
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Welcome to Flyertalk and the Le Club Accorhotels forum RamRod ^
starflyergold is offline  
Old Aug 15, 12, 10:28 am
  #41  
 
Join Date: Aug 2012
Location: Alberta, Canada.
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Thanks SFG.... Have been a long-time lurker, was about time I joined.....
RamRod is offline  
Old Aug 20, 12, 10:35 am
  #42  
 
Join Date: Aug 2012
Location: Alberta, Canada.
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Posts: 34
So... Another 5 days have passed, and still nothing from Accor

The cheaper rate is still available on Expedia, so I am sure it is not in their interest to validate my claim just yet.
RamRod is offline  
Old Aug 24, 12, 10:08 pm
  #43  
 
Join Date: Aug 2012
Location: Alberta, Canada.
Programs: AC Aeroplan, Air Miles (CA), IHG Priority Club, Best Western Rewards, LeClub Accor
Posts: 34
Well blow me down!.... And there I was not holding out too much hope:

"Dear Mr RamRod,

In name of the Accor group, I thank you for taking the time to fullfill a web form regarding the Best price guarantee for the reservation here above mentioned.

On the basis of the information you have provided, I have the pleasure to inform you that the Best price guarantee is applicable to your reservation.

[Removed Reservation Details]

The hotel has already been informed about the reservation number and new rate in order to refund you the amount of [......] euros.

Please feel free to contact me would you need additional information, and I wish you a nice stay at the hotel Mercure Frankfurt [......]

Yours sincerely,

[A.N.Agent]
Reservation Customer Care"

I had just emailed the hotel directly too.... And they added breakfast in for my troubles!

That's me happy for now....
RamRod is offline  
Old Aug 25, 12, 2:40 am
  #44  
Moderator, Turkish Airlines Miles&Smiles & Le Club Accorhotels
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Wow, congratulations. The first successful application of the BPG anyone has ever reported here ^
starflyergold is offline  
Old Aug 28, 12, 8:43 am
  #45  
 
Join Date: Nov 2009
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Originally Posted by starflyergold View Post
Wow, congratulations. The first successful application of the BPG anyone has ever reported here ^
+1 ^
abhilife2001 is offline  

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