Problems with guaranteed availability
Mar 15, 2010 | 6:32 am
#1
Original Poster
Join Date: Apr 2006
Location: LIS/ATL/other
Programs: UA 1K, Avis PC, Hertz PC, Sixt Plat, Marriott Gold, HH Silver
Posts: 1,986
Problems with guaranteed availability
Since becoming an A|Club Gold I have had two problems with guaranteed availability.
Case #1: Hotel full. Could not book online. Called reservations, they could not book either, said I'd have to call the hotel. Called the hotel (international call), they took my reservation with no problem. Did not even want my A-Plus number or my credit card number to hold the reservation. I have not checked in yet, and an a little anxious as to whether my reservation will be honored. I have no records other than my notes about the phone reservation.
Case #2: Hotel full. Could not book online. Called reservations, they could not book either, said I'd have to call the hotel. Called the hotel (international call), they say they are full and that the guaranteed availability only applies to Favorite Guest, not Gold. I tried to communicate to him that it applies to Gold, per the rules posted on the A|Club web site, but his English was such that he could only repeat that it only applies to Favorite Guest.
Very disappointing experiences. It seems that the guaranteed availability benefit is difficult to exercise.
Case #1: Hotel full. Could not book online. Called reservations, they could not book either, said I'd have to call the hotel. Called the hotel (international call), they took my reservation with no problem. Did not even want my A-Plus number or my credit card number to hold the reservation. I have not checked in yet, and an a little anxious as to whether my reservation will be honored. I have no records other than my notes about the phone reservation.
Case #2: Hotel full. Could not book online. Called reservations, they could not book either, said I'd have to call the hotel. Called the hotel (international call), they say they are full and that the guaranteed availability only applies to Favorite Guest, not Gold. I tried to communicate to him that it applies to Gold, per the rules posted on the A|Club web site, but his English was such that he could only repeat that it only applies to Favorite Guest.
Very disappointing experiences. It seems that the guaranteed availability benefit is difficult to exercise.
Mar 15, 2010 | 7:23 am
#2
Moderator, Turkish Airlines Miles&Smiles & Accor ALL
Join Date: Apr 2009
Location: BRU
Programs: TK*G, Accor ALL Diamond
Posts: 8,231
That's just not acceptable. 
For starters the online system should let you book provided it is in the timeframe (5 days for Gold) and the not within any of the excluded dates.
Which hotel(s) are we talking about here? The guarantee only applies to Sofitel, Pullman and MGallery.
For starters the online system should let you book provided it is in the timeframe (5 days for Gold) and the not within any of the excluded dates.Which hotel(s) are we talking about here? The guarantee only applies to Sofitel, Pullman and MGallery.
Mar 15, 2010 | 7:50 am
#3
Original Poster
Join Date: Apr 2006
Location: LIS/ATL/other
Programs: UA 1K, Avis PC, Hertz PC, Sixt Plat, Marriott Gold, HH Silver
Posts: 1,986
That's just not acceptable. For starters the online system should let you book provided it is in the timeframe (5 days for Gold) and the not within any of the excluded dates.
Which hotel(s) are we talking about here? The guarantee only applies to Sofitel, Pullman and MGallery.
For starters the online system should let you book provided it is in the timeframe (5 days for Gold) and the not within any of the excluded dates.Which hotel(s) are we talking about here? The guarantee only applies to Sofitel, Pullman and MGallery.
Only Sofitel, Pullman and MGallery? Where does it say that? I very much suspect that it also applies to Ibis. In fact, if you go to the excluded dates page that you provided and put in for Switzerland->Geneva you get the Ibis Geneve Aeroport, with some excluded dates. So clearly the Ibis Geneve Aeroport participates, and my dates are not excluded.
BTW, the excluded dates pages is a bit sloppy too. Top text reads "Find below the list of 2009 exceptional events". Hello, it's 2010 now. Yet when you put in hotels you get dates in 2010, so at least they have the data current, just bad text.
Mar 15, 2010 | 8:50 am
#4
Moderator, Turkish Airlines Miles&Smiles & Accor ALL
Join Date: Apr 2009
Location: BRU
Programs: TK*G, Accor ALL Diamond
Posts: 8,231
The T&Cs state:
However the Favorite Guest Programme T&Cs state:
8.3. A|CLUB GOLD: A|Club points schedule and benefits
......
- Room availability is guaranteed if the reservation is made before noon (12:00) local time in the country where the hotel is, at least five (5) days before the expected arrival date. This guarantee only applies to stays at an unrestricted rate (without conditions and not including promotions or reductions), and for one room only (the Member's room). If the hotel is unable to guarantee room availability, it is committed to obtaining accommodation for the Member at another nearby Sofitel, Pullman or MGallery hotel. In the case of an accommodation at a property not belonging to Accor, the hotel will reimburse the Member for any difference in the cost of the first night and any related transportation fees, upon presentation of the proper receipts. All hotel stay expenses for said night (price paid by the Member plus the additional price difference reimbursed by the hotel) are eligible for A|Club points credit. This guarantee for room availability is valid for all Sofitel, Pullman and MGallery hotels, with the exception of those hotels listed here.
......
- Room availability is guaranteed if the reservation is made before noon (12:00) local time in the country where the hotel is, at least five (5) days before the expected arrival date. This guarantee only applies to stays at an unrestricted rate (without conditions and not including promotions or reductions), and for one room only (the Member's room). If the hotel is unable to guarantee room availability, it is committed to obtaining accommodation for the Member at another nearby Sofitel, Pullman or MGallery hotel. In the case of an accommodation at a property not belonging to Accor, the hotel will reimburse the Member for any difference in the cost of the first night and any related transportation fees, upon presentation of the proper receipts. All hotel stay expenses for said night (price paid by the Member plus the additional price difference reimbursed by the hotel) are eligible for A|Club points credit. This guarantee for room availability is valid for all Sofitel, Pullman and MGallery hotels, with the exception of those hotels listed here.
This guarantee for room availability is valid for all participating Accor hotels with the exception of those hotels listed here
Last edited by starflyergold; Mar 15, 2010 at 8:56 am
Mar 15, 2010 | 9:40 am
#5
Original Poster
Join Date: Apr 2006
Location: LIS/ATL/other
Programs: UA 1K, Avis PC, Hertz PC, Sixt Plat, Marriott Gold, HH Silver
Posts: 1,986
Ah, yes, that explains it. I was going by the summary of benefits at http://www.a-club.com/en/membership-levels.html which does not state that it's for those brands only. Gotta dig deeper. Thanks for helping this novice.
Apr 4, 2010 | 5:47 pm
#8
Join Date: Jul 2007
Location: Expat in SIN
Programs: UA Plat, TK Gold, *G
Posts: 1,452
I have re-checked the rates for my stay at the Sofitel Munich and found that the hotel sold out!
When I plug in my Gold account #, I suddenly see all rooms categories, including the Imperial Suite. This is not very smart of them!
When I plug in my Gold account #, I suddenly see all rooms categories, including the Imperial Suite. This is not very smart of them!
Apr 5, 2010 | 3:26 am
#9
Moderator, Turkish Airlines Miles&Smiles & Accor ALL
Join Date: Apr 2009
Location: BRU
Programs: TK*G, Accor ALL Diamond
Posts: 8,231
The Imperial suite is not the biggest one. The Sofitel Munich has 10 redesigned suites.
Apr 5, 2010 | 8:24 am
#10
Join Date: Jul 2007
Location: Expat in SIN
Programs: UA Plat, TK Gold, *G
Posts: 1,452
Hmmm why would you give them ideas of withdrawing perks? The room guarantee T&Cs don't address the room category and tend to apply to all categories, including suites.
The Imperial suite is not the biggest one. The Sofitel Munich has 10 redesigned suites.
The Imperial suite is not the biggest one. The Sofitel Munich has 10 redesigned suites.
And honestly, I am not a fan of their 10 redesigned suites (at least those in the Opera Category).
