Accor ignoring customer e-mails
Apr 17, 2011, 6:17 am
#1
Original Poster
Join Date: Sep 2009
Posts: 8
Accor ignoring customer e-mails
I am a Platinum A-Club member and I really don't understand those guys at Accor - They don't even bother responding to e-mails!
It's not something which happened once, but a systematic thing.
How do they expect people to be loyal to a company not even giving basic service?
It's not something which happened once, but a systematic thing.
How do they expect people to be loyal to a company not even giving basic service?
Apr 17, 2011, 6:38 am
#2
Moderator, Turkish Airlines Miles&Smiles & Accor ALL
Join Date: Apr 2009
Location: BRU
Programs: TK*G, Accor ALL Platinum
Posts: 7,590
Did you use the email function on the A-Club website? I tend they always get back that way, maybe not always with a clear answer but a response tends to issue nevertheless.
Apr 17, 2011, 8:45 am
#3
Original Poster
Join Date: Sep 2009
Posts: 8
Apr 19, 2011, 4:45 am
#4
Company Representative, Accorhotels
Join Date: Mar 2011
Location: France
Programs: ALL - Accor Live Limitless
Posts: 751
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
Apr 19, 2011, 9:06 am
#5
Join Date: Jun 2010
Location: Midwest (ORD)
Programs: UA 1P, HHonors Gold, Hertz Gold, SPG Gold
Posts: 28
Canceled
Just cancelled my account with Accor. Not that I had much status but to the point, if I have to go through that much trouble to have nights and points credited to my account (scanning, emailing my bill and then calling to make sure they got it 7 weeks later!) its totally not worth it. You have a signed credit card receipt, the internal record of my stay's AND my bill, and you make me go through all of the work to have my account credited?
Sorry...I'm out!
Sorry...I'm out!
Apr 25, 2011, 4:19 am
#6
Join Date: Nov 2009
Location: PDX
Programs: Don't think it matters...
Posts: 5,240
I am a Platinum A-Club member and I really don't understand those guys at Accor - They don't even bother responding to e-mails!
It's not something which happened once, but a systematic thing.
How do they expect people to be loyal to a company not even giving basic service?
It's not something which happened once, but a systematic thing.
How do they expect people to be loyal to a company not even giving basic service?
The subject should be Accor continues to ignor
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
Similar thing with IHG's PC and Marriots MR and I have always got relevant replies within this time..
Apr 25, 2011, 4:24 am
#7
Join Date: Mar 2007
Location: TSV, Australia
Posts: 2,401
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
Apr 25, 2011, 4:39 am
#8
Join Date: Nov 2009
Location: PDX
Programs: Don't think it matters...
Posts: 5,240
+1..
And I have had experiences where they simply did not reply.. then i sent a reminder and then another one and then they called me up..
Anyway, they should ensure to change the misleading pop up which says 72 hrs or something while submitting the online form ..
And I have had experiences where they simply did not reply.. then i sent a reminder and then another one and then they called me up..
Anyway, they should ensure to change the misleading pop up which says 72 hrs or something while submitting the online form ..
Apr 26, 2011, 8:11 am
#9
Company Representative, Accorhotels
Join Date: Mar 2011
Location: France
Programs: ALL - Accor Live Limitless
Posts: 751
Sure, the time response should be shorter than that. However, in order to avoid us (the customer service + me) to work at the same time, separately, on the same issue, I asked RamPardes (who contacted me through private message as well) to wait for the customer service's answer before contacting me.
Dieu Anh
Dieu Anh
Apr 26, 2011, 6:48 pm
#10
Join Date: May 2002
Location: Newcastle, Australia.
Programs: QF Plat+ LTG/ OW Emerald, VA Plat, NZ Gold, HH Diamond, Hyatt Whatsit. Taxation is theft.
Posts: 2,637
Spin....spin.....spin. A-Club emailed me (3 times) to say my Platinum Status had been renewed - each time noting the incorrect address.
They had the right address since the inception of the programme, so I'm not sure why they decided to change it. I emailed them with the correct address, they sent another email (the 4th) advising that I was PLatinum for another year, and my new card would soon be sent to the INCORRECT address.
Hopeless.
Hyatt Diamond Desk respond to emails within 24hrs - usually within a few hours, they always get it right. Accor are hopeless and have nothing but contempt for their customers. It will be a cold day in hell before I patronise this miserable excuse for a hotel chain again.
They had the right address since the inception of the programme, so I'm not sure why they decided to change it. I emailed them with the correct address, they sent another email (the 4th) advising that I was PLatinum for another year, and my new card would soon be sent to the INCORRECT address.
Hopeless.
Hyatt Diamond Desk respond to emails within 24hrs - usually within a few hours, they always get it right. Accor are hopeless and have nothing but contempt for their customers. It will be a cold day in hell before I patronise this miserable excuse for a hotel chain again.
Apr 27, 2011, 1:57 am
#11
Company Representative, Accorhotels
Join Date: Mar 2011
Location: France
Programs: ALL - Accor Live Limitless
Posts: 751
May 12, 2011, 6:55 am
#12
Join Date: Jan 2011
Location: KNO, ID
Programs: KF Gold, QF Gold, MR Platinum, Accor Platinum, IHG Platinum
Posts: 613
Two weeks??? I got three weeks
Well, two weeks are bad, but three weeks??
I emailed to Novotel Nusa Dua that I will use my complimentary room upgrade certificate. I usually e-mail the hotel first to make sure that everything is OK before I make booking. Days by days passing by, but I didn't receive any email from them. As a comparison, I've e-mailed other hotel in Asia Pacific without any problems, Novotel Citygate HK, Grand Mercure SG, Mercure Wanshang Beijing, Ibis HK, sofitel Saigon, Novotel Majestic, including other Accor properties in Indonesia (excluding Novotel Nusa Dua ofcourse). They usually e-mail me back maximum in 1 day after.
I phoned the sales manager of Novotel Nusa Dua, and after additional two days without notice, finally I cancel the reservation in Nusa Dua and went to book their neighbor, Courtyard Marriott Nusa Dua. Finally I just got official email from them that I could use the certificate but cannot use the certificate for the 2 bedroom suite with pool since it's very limited. It can be only confirmed for 24-48 hours before. Lol.. Thank you then, no apologies, and no certainty. Just say goodbye Novotel Nusa Dua. Never again.
I emailed to Novotel Nusa Dua that I will use my complimentary room upgrade certificate. I usually e-mail the hotel first to make sure that everything is OK before I make booking. Days by days passing by, but I didn't receive any email from them. As a comparison, I've e-mailed other hotel in Asia Pacific without any problems, Novotel Citygate HK, Grand Mercure SG, Mercure Wanshang Beijing, Ibis HK, sofitel Saigon, Novotel Majestic, including other Accor properties in Indonesia (excluding Novotel Nusa Dua ofcourse). They usually e-mail me back maximum in 1 day after.
I phoned the sales manager of Novotel Nusa Dua, and after additional two days without notice, finally I cancel the reservation in Nusa Dua and went to book their neighbor, Courtyard Marriott Nusa Dua. Finally I just got official email from them that I could use the certificate but cannot use the certificate for the 2 bedroom suite with pool since it's very limited. It can be only confirmed for 24-48 hours before. Lol.. Thank you then, no apologies, and no certainty. Just say goodbye Novotel Nusa Dua. Never again.
May 14, 2011, 6:17 pm
#13
Join Date: Oct 2010
Posts: 17
From my experience A|club simply don't reply to the first or even second email. I waited over a month (!) for a response, wrote again, forwarding my earlier email and received an automated reply that didn't respond to my question at all!
On the third time I discovered that if you write "this is the third time I have written!" and "why has no one replied to me?" you get a reply almost immediately - within the hour! I also received the same automated reply (giving me conflicting information).
Always mention that you expect a prompt reply (don't they say 48 hours on the website?) or complain that you have received no response to earlier inquiries.
Very poor service, A|club!
On the third time I discovered that if you write "this is the third time I have written!" and "why has no one replied to me?" you get a reply almost immediately - within the hour! I also received the same automated reply (giving me conflicting information).
Always mention that you expect a prompt reply (don't they say 48 hours on the website?) or complain that you have received no response to earlier inquiries.
Very poor service, A|club!
May 15, 2011, 7:24 am
#14
Join Date: Apr 2010
Posts: 90
well for me, usually i do get a reply, sometimes i dont.
what irks me is that they reply with an email that u cannot reply to. so if they didnt answer my question, i have to go through the website again! no follow up at all. unbelievable! in this age and time, such a practice still exist.
what irks me is that they reply with an email that u cannot reply to. so if they didnt answer my question, i have to go through the website again! no follow up at all. unbelievable! in this age and time, such a practice still exist.
May 15, 2011, 7:43 am
#15
Join Date: Apr 2010
Posts: 90
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
