Accor ignoring customer e-mails
May 17, 2011, 2:47 am
#16
Join Date: Nov 2009
Location: PDX
Programs: Don't think it matters...
Posts: 5,240
May 23, 2011, 6:34 pm
#17
Join Date: Mar 2011
Programs: Hyatt Globalist, Marriott Titanium
Posts: 1,179
Ignoring e-mails / hopeless call centre
I just e-mailed the A-Club customer service regarding a technical issue on the website.
There was an error message (code 2000, then 2001) coming up when I tried to find out the rates of the Veranda Hua Hin. This only occured when I tried to get the rates with my Advantage Plus card.
I did get a prompt response from A-Club but as usual, it wasn't helpful. They told me to contact Advantage Plus in Australia or New Zealand when I live in Hong Kong. No e-mail mentioned. And besides, why couldn't they forward the technical issue to the correct department themselves and let me know? Absolutely no responsibility. I don't have time to chase up a technical problem on the Accor website and I'm certainly not going to waste my money calling Australia.
While i'm on the issue of calling, it was practically IMPOSSIBLE last time to modify a reservation using the call centre (we can't do it online so I had to call). I called several numbers but in Hong Kong, they only offer a cantonese and putonghua option. Even McDonalds has an English option and given that English is an official language here, I am amazed that they don't have an English option. So, I had to contact the hotel directly (overseas), which incurred a hefty phone bill.
Perhaps the Accor Concierge can bring up these issues. I certainly won't be making a reservation for the hotel I wanted to because 1) I can't access the rates on the website and 2) the call centre only has Chinese options. Not exactly easy is it.
There was an error message (code 2000, then 2001) coming up when I tried to find out the rates of the Veranda Hua Hin. This only occured when I tried to get the rates with my Advantage Plus card.
I did get a prompt response from A-Club but as usual, it wasn't helpful. They told me to contact Advantage Plus in Australia or New Zealand when I live in Hong Kong. No e-mail mentioned. And besides, why couldn't they forward the technical issue to the correct department themselves and let me know? Absolutely no responsibility. I don't have time to chase up a technical problem on the Accor website and I'm certainly not going to waste my money calling Australia.
While i'm on the issue of calling, it was practically IMPOSSIBLE last time to modify a reservation using the call centre (we can't do it online so I had to call). I called several numbers but in Hong Kong, they only offer a cantonese and putonghua option. Even McDonalds has an English option and given that English is an official language here, I am amazed that they don't have an English option. So, I had to contact the hotel directly (overseas), which incurred a hefty phone bill.
Perhaps the Accor Concierge can bring up these issues. I certainly won't be making a reservation for the hotel I wanted to because 1) I can't access the rates on the website and 2) the call centre only has Chinese options. Not exactly easy is it.
May 23, 2011, 6:53 pm
#18
Join Date: Jan 2006
Location: SFOSJCOAK
Programs: AA-EXP & 1MM+, AS, MR-LTT, HH Gold
Posts: 7,581
Hello,
Please allow them maximum 2 weeks to get back to you.
If it's urgent, please contact our customer service by phone : http://www.a-club.com/en/phone-contact.html
Thank you!
Dieu Anh
Please allow them maximum 2 weeks to get back to you.
If it's urgent, please contact our customer service by phone : http://www.a-club.com/en/phone-contact.html
Thank you!
Dieu Anh
May 24, 2011, 4:05 am
#21
Company Representative, Accorhotels
Join Date: Mar 2011
Location: France
Programs: ALL - Accor Live Limitless
Posts: 751
I'm so sorry for the inconvenience. Things are more complex than that, Advantage Plus and A|Club are two different programs, therefore there are two different customer service teams. Can you please tell me on which website did you see the error message? www.accorhotels.com? I have tested on accorhotels.com with an Advantage Plus card and it works fine for me :-s Have you tried with another browser ?
Concerning the call center in Hong Kong, I'm sorry for the inconvenience. I will transfer your suggestion to the concerned department. Next time, if you want to contact the hotel, you can send them directly an e-mail. Email addresses can be found on accorhotels' website (www.accorhotels.com)
Here is Veranda High Resort Chiang Mai's email address: rsvn-chiangmai[at]verandaresortandspa[dot]com
Best regards.
May 24, 2011, 9:29 am
#22
Join Date: May 2007
Location: Singapore
Programs: A3 Gold, SQ Gold, AT Gold, Accor Silver, HHonors Diamond, I Prefer Elite, DISCOVERY Titanium
Posts: 472
Hi Dieu Anh
I think yorkboy24 is looking for Veranda Resort And Spa Hua Hin - Cha Am instead of Veranda Chiang Mai The High Resort.
Ops....
I think yorkboy24 is looking for Veranda Resort And Spa Hua Hin - Cha Am instead of Veranda Chiang Mai The High Resort.
Ops....
Hello,
I'm so sorry for the inconvenience. Things are more complex than that, Advantage Plus and A|Club are two different programs, therefore there are two different customer service teams. Can you please tell me on which website did you see the error message? www.accorhotels.com? I have tested on accorhotels.com with an Advantage Plus card and it works fine for me :-s Have you tried with another browser ?
Concerning the call center in Hong Kong, I'm sorry for the inconvenience. I will transfer your suggestion to the concerned department. Next time, if you want to contact the hotel, you can send them directly an e-mail. Email addresses can be found on accorhotels' website (www.accorhotels.com)
Here is Veranda High Resort Chiang Mai's email address: rsvn-chiangmai[at]verandaresortandspa[dot]com
Best regards.
I'm so sorry for the inconvenience. Things are more complex than that, Advantage Plus and A|Club are two different programs, therefore there are two different customer service teams. Can you please tell me on which website did you see the error message? www.accorhotels.com? I have tested on accorhotels.com with an Advantage Plus card and it works fine for me :-s Have you tried with another browser ?
Concerning the call center in Hong Kong, I'm sorry for the inconvenience. I will transfer your suggestion to the concerned department. Next time, if you want to contact the hotel, you can send them directly an e-mail. Email addresses can be found on accorhotels' website (www.accorhotels.com)
Here is Veranda High Resort Chiang Mai's email address: rsvn-chiangmai[at]verandaresortandspa[dot]com
Best regards.
May 24, 2011, 9:37 am
#23
Company Representative, Accorhotels
Join Date: Mar 2011
Location: France
Programs: ALL - Accor Live Limitless
Posts: 751
My mistake. Indeed, I copied/pasted the wrong name + email address
Here is the right email address : rsvn[at]verandaresortandspa[dot]com
Veranda Resort and Spa Hua Hin Cha Am
Tel. (+66)32/709000
Fax. (+66)32/451471
May 26, 2011, 1:55 am
#24
Join Date: Mar 2011
Programs: Hyatt Globalist, Marriott Titanium
Posts: 1,179
Thanks for the info.
I've just tried it again. This is what I did:
Logged in at www.a-club.com using my A Club number.
Clicked on Reservations
Inputted the information (Hua Hin, dates etc) and also added my Advantage Plus number in the loyalty card box.
The next screen was the Advantage Plus screen asking if I want to use my free night. I click no and then continue.
3 hotel options come up for Hua Hin with the average price per night. I click on Verandah.
I get the error code:
UNKNOWN KEY
Code technique : [2100-0]
If I logged in through the A-Club website then surely A-Club should take responsibility for it or at least pass on the technical issue for me. I don't have time to go chasing other people's problems. I would prefer to see if there are any special offers online (and know what I am getting) rather than contact the hotel directly. I've had experiences of contacting the hotel directly in Thailand before and it's a real waiting game (Novotel Rayong, for example).
I've just tried it again. This is what I did:
Logged in at www.a-club.com using my A Club number.
Clicked on Reservations
Inputted the information (Hua Hin, dates etc) and also added my Advantage Plus number in the loyalty card box.
The next screen was the Advantage Plus screen asking if I want to use my free night. I click no and then continue.
3 hotel options come up for Hua Hin with the average price per night. I click on Verandah.
I get the error code:
UNKNOWN KEY
Code technique : [2100-0]
If I logged in through the A-Club website then surely A-Club should take responsibility for it or at least pass on the technical issue for me. I don't have time to go chasing other people's problems. I would prefer to see if there are any special offers online (and know what I am getting) rather than contact the hotel directly. I've had experiences of contacting the hotel directly in Thailand before and it's a real waiting game (Novotel Rayong, for example).
May 26, 2011, 6:02 am
#25
Company Representative, Accorhotels
Join Date: Mar 2011
Location: France
Programs: ALL - Accor Live Limitless
Posts: 751
Hello yorkboy24,
Can you please send me your A|Club + Advantage Plus card numbers through private message? I will report this bug to the concerned team. What browser are you using?
Thank you!
Dieu Anh
Can you please send me your A|Club + Advantage Plus card numbers through private message? I will report this bug to the concerned team. What browser are you using?
Thank you!
Dieu Anh