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Accor/ Le Club: experiences with best price guarantee

Accor/ Le Club: experiences with best price guarantee

Old Oct 1, 13, 11:47 am
  #76  
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Originally Posted by TravelinSperry View Post
After my horrible experience with them I emailed the CEO directly. His email is [email protected].
Denis Hennequin is not anymore the CEO of Accor since April 2013, so it seems quite normal he did not respond
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Old Oct 1, 13, 4:05 pm
  #77  
 
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Originally Posted by Goldorak View Post
Denis Hennequin is not anymore the CEO of Accor since April 2013, so it seems quite normal he did not respond
Hahaha! Well there you go!
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Old Oct 1, 13, 4:18 pm
  #78  
 
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Originally Posted by Goldorak View Post
Denis Hennequin is not anymore the CEO of Accor since April 2013, so it seems quite normal he did not respond
Come on - continuing to answer emails is the least he could do for his no doubt not insubstantial pension
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Old Oct 1, 13, 6:53 pm
  #79  
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Accor/ Le Club: experiences with best price guarantee

I've found another contract which I may try. The senior VP of Sales. Also in charge of the website..

Last edited by gilbertaue; Oct 6, 13 at 6:25 pm
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Old Oct 4, 13, 10:45 am
  #80  
 
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Originally Posted by gilbertaue View Post
I've found another contract which I may try. Ms isabelle birem. She's the senior VP of Sales. Also in charge of the website.. She was up to early 2012 managing AF's flying blue... Hmmmmm
Don't bother contacting anyone. Accor clearly does all it can not to honor best rate guarantees. 20 days after I submitted my online best price guarantee (yes, you read correct, 20 days), I finally received a response declining my claim. Here's what they said:

"After study, it appears that your request does not meet one condition of the ‘Best Price Guarantee’. The rate that you have booked is a promotional rate (Le Club 20% off rate) which has no equivalent rate from any other website. As stated in the conditions, the rate booked should be equivalent with the rate found on another website. In this case, the conditions of the "Best Price Guarantee" cannot be applied."

I just can't get my head around this response. The rate is supposedly a good deal (by the mere fact that it's discounted 20% off their rate), however it isn't the lowest rate available. That I found on a competing third party website (getaroom.com). However, they will not honor the best price guarantee - because the 20% off rate isn't bookable at getaroom.com? Huh?!!?!? So, if I had booked their standard, albeit higher, best available rate, would they have honored it then? Are they then suggesting we all must book rack/best available rates via their website (and not the lowest one's we see) as only those are eligible?

With 20 days to respond and an answer like this, I'm not hopeful. It's clear they provide any feeble excuse to decline my claim.

I should've just booked direct with getaroom.com in the first place. Now I'm stuck with their higher rate (due to their 20 day delay, the 3rd party rate is gone).

One more upset customer Accor. Why run a program like this? What purpose does it serve you? Just shut it down. I was happy with Accor prior to this fiasco.
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Old Oct 6, 13, 6:30 pm
  #81  
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Exclamation

TravelinSperry, you may have "had enough". But can I suggest that you get in touch with Nathan (Accor Concierge). I'm sure he will be able to help and he is keen to do so as well.

I can CONFIRM that my claim has come through. It took a bit of emailing, but it did come through.
I have also been assured that the long wait is NOT the norm and that they are working on improving that.

I can also confirm that Snr Management of Accor is reading and following the Le Club Accor thread. So voice it all out!
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Old Oct 7, 13, 3:17 pm
  #82  
 
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You are being naive. Out of curiosity I have submitted these claims several times. Some replies came after 2 weeks, some after 3. All denied. Some claims received no response ever. I don't know a BRG run worse than Accor's.
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Old Oct 7, 13, 6:18 pm
  #83  
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Accor/ Le Club: experiences with best price guarantee

I'd rather see it as being an optimist considering I've heard it straight from the source. Adding to that the recent positive changes to the loyalty programme I'm willing to give this a chance. I have several nights coming up and have told Accor Snr management that I will test the system.
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Old Oct 22, 13, 8:29 pm
  #84  
 
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Fingers crossed

I gues I read this a little too late. I submitted a claim earlier today after finding a better rate on www.travelocity.ca. I also booked Accor's -20% rate which was their lowest available. If they don't honor their policy This might be my last stay with Accor and I spend at least 100 nights x year at hotels. This isn't how you make business. Ripping loyal guests? Wrong.
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Old Oct 29, 13, 4:04 pm
  #85  
 
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It has now been a week since I submitted a BPG claim. Today I received a generic email from them telling me that they can't read the form (it's their online form) and that I need start over. Accor clearly doesn't care about its guests. Now I remember why I moved my business to SPG and Hyatt years ago. Accor's customer care is a joke!
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Old Oct 29, 13, 4:20 pm
  #86  
 
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Originally Posted by Charlesatlarge View Post
It has now been a week since I submitted a BPG claim. Today I received a generic email from them telling me that they can't read the form (it's their online form) and that I need start over. Accor clearly doesn't care about its guests. Now I remember why I moved my business to SPG and Hyatt years ago. Accor's customer care is a joke!
Clearly. Don't bother. Just don't bother. They have the most ridiculous best price guarantee people working for them in the industry. I'd fire the 100% of them if I was the CEO of Accor and start over.
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Old Oct 29, 13, 11:21 pm
  #87  
 
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Originally Posted by TravelinSperry View Post
Don't bother contacting anyone. Accor clearly does all it can not to honor best rate guarantees. 20 days after I submitted my online best price guarantee (yes, you read correct, 20 days), I finally received a response declining my claim. Here's what they said:

I just can't get my head around this response. The rate is supposedly a good deal (by the mere fact that it's discounted 20% off their rate), however it isn't the lowest rate available. That I found on a competing third party website (getaroom.com). However, they will not honor the best price guarantee - because the 20% off rate isn't bookable at getaroom.com? Huh?!!?!? So, if I had booked their standard, albeit higher, best available rate, would they have honored it then? Are they then suggesting we all must book rack/best available rates via their website (and not the lowest one's we see) as only those are eligible?

I should've just booked direct with getaroom.com in the first place. Now I'm stuck with their higher rate (due to their 20 day delay, the 3rd party rate is gone).

One more upset customer Accor. Why run a program like this? What purpose does it serve you? Just shut it down. I was happy with Accor prior to this fiasco.
Just to share with you. 2 years ago, I booked 1 month stay in one of Accor hotels. I saw a rate online that is 50% cheaper than the rate on Accor website (my rate was Adv+ which is AN Additional 10% discount). I sent an email to Adv+ and contacted the Accor Concierge (Dieu Anh) at that time, trying to get them to match my rate.

I did not even ask them to provide me with additional discount on top of the rate I found, but just to match the rate I found but I was decline. The GM of the property replied me and mentioned that they cannot match my rate and that it was IMPOSSIBLE for me to get that rate even though I showed him the printshot of my bookings and etc.

In the end, I booked with the website and the savings were substantial since my stay was 1 month. After I stayed in the property for 1 week, I like the place and so I decided to book another month.

Again, I asked the GM whether they can match my rate but I was declined the second time. Then I managed to find another website which is also 50% cheaper than Accor website.

Hahaha. See how they treat their customer with Elite status (since I have a Gold/Plat Adv+ Paid Membership)





Originally Posted by Viks View Post
You are being naive. Out of curiosity I have submitted these claims several times. Some replies came after 2 weeks, some after 3. All denied. Some claims received no response ever. I don't know a BRG run worse than Accor's.
You should be considered lucky to get a reply from them. They will probably be the contender for Worse BRG program is there is any


Originally Posted by Charlesatlarge View Post
It has now been a week since I submitted a BPG claim. Today I received a generic email from them telling me that they can't read the form (it's their online form) and that I need start over. Accor clearly doesn't care about its guests. Now I remember why I moved my business to SPG and Hyatt years ago. Accor's customer care is a joke!
Ya. Accor is an International Joke. I told some Accor properties that I love very much that I will not stay with them since they are with Accor. So it's a pity.


Originally Posted by TravelinSperry View Post
Clearly. Don't bother. Just don't bother. They have the most ridiculous best price guarantee people working for them in the industry. I'd fire the 100% of them if I was the CEO of Accor and start over.
100% ^
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Old Nov 28, 13, 7:36 am
  #88  
 
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So now I find another problem with Accor's BPG. I found a rate on HotelTravel.com for 10,000 THB less (for 5 nights) than on Accor for a Bangkok Hotel. However all the rates on Accor are non refundable. Based on my prior experience, no way will I book a non refundable rate which is that much more expensive - only to have them not respond or deny it for some absurd reason. Why do they make me book before they'll check the competing rate? On Starwood you can have them check first... booking not required. I'd be fine with booking a refundable rate - but they don't offer one during the dates of my stay (over xmas). Boooooo Accor!
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Old Jan 7, 14, 8:36 pm
  #89  
 
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Another data point...

I booked 1 night at the Como Melbourne. Rate on accor.com was $212, but I found one for ~$200 on Expedia. Submitted form, but never received any response. On the flipside, the Plantinum benefits the hotel offered were pretty good (very nice suite upgrade, 2pm checkout, free wifi), and not sure I would have received them if I had booked via Expedia.

But anyhow, as everyone says, don't bother with Accor BRG.
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Old Feb 3, 14, 10:41 pm
  #90  
 
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So I took another shot. I figured why not since I'm going to stay at Accor regardless (it's one of the top hotels in a smaller city I'm visiting). Amazingly they responded to my BRG request within 48 hours. Sadly the response asked me to send them a screenshot of the rate. Wouldn't it make more sense to have the Accor rep look it up? If that is a requirement of their program, then why not allow for submission/upload of a screenshot when we fill out the online form. Now I have to wait... again
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