Experience tonight to make a booking for a business trip on iPad Accor app : I booked a fully flexible rate. Everything goes well until the final step where I enter the "security code" of my business CC in file in my profile : after clicking OK, I got an error message saying that my CC was declined/booking cancelled and the app returned to the home page :confused:
I was sure to not have made any mistake with the 3 digits code and furthermore it was not a pre-paid booking so there was no reason for the booking to not go through.
Anyway, I started over and re-made exactly the same booking, but fortunately I stopped just before entering again my security code because I saw that the system was about book a pre-paid stay and charge my CC :eek: :mad:
So I decided to give up and some minutes later looked at my e-mail, and to my surprise had one from Accor with my booking confirmation. So the 1st one went through finally...
if you want to have fun, just play with Accor IT :rolleyes:

Can you see this new booking in your list of bookings (in your profile) Goldorak?

I got email confirmation for a booking I made yesterday but it's nowhere to be seen in my list of bookings... I'm a little worried here.

And now in the same iPad app, I can see my coming bookings, but if I click on "my account" to see my points balance or history for instance, it is asking me to log-in :confused:
If I was not logged-in, I'd normally not be able to see my coming bookings ?

When I'm logged on and I can see my booking in a few days at Sofitel Macau. But I can't see the booking I made yesterday for early May at Novotel Istanbul... :confused:

Accor have posted that there are some outages at the moment: http://www.flyertalk.com/forum/accor...te-access.html

Beware Goldorak, I did 2 separate bookings at one place for the same night after the IT changes last year and had a similar issue (prepaid booking, non cancelable) and even called the reservations and the hotel to confirm the bookings were ok, and it was all good. When we arrived at the hotel there was no sign of our bookings and we were kicked out of the hotel whilst trying to sort it out on the phone with Accor CS (that took almost 2 hours). They did finally accept to reinstate both bookings as a goodwill gesture as I am a platinium member... A complaint to accor CS after the fact got a personalised apology.

thank you for the warning. The booking is appearing in the app, so it should be OK, right ? In any case, I contacted the hotel today by e-mail for another thing, so if there is something wrong, they'll tell me.

In my case the booking didn't go through properly on the accor site.

I was booking a room, and at the final screen after inputting my card details, I got a blank page or an error message (I tried multiple times). After 4 times and receiving messages such as "you have just booked the same hotel for the same night" I decided to call the customer services, they transferred me to the hotel who could see 2 bookings (and even managed to change the room type for one of them). I needed 2 rooms, but I was supposed to book one and a college the other, when I saw this I told them not to book their room. As the hotel could see that the bookings were confirmed, I didn't ask for the reservation number (this was a big problem later on).

We arrived at the hotel a few days later (booked on the Tuesday for the Friday) and the reception had no sign of our bookings. What had happened is that the rooms had been reserved, but the payment wasn't authorised, so when I called they could see that everything was ok, but the computer cancelled the bookings a few hours later because they were not able to take the money. I didn't receive an electronic confirmation of the booking, so I didn't receive a cancellation either.
At the hotel we were told that the booking was not accepted because there were no funds on the card we used, and they told my partner that she wasn't allowed to work in the hotel lobby and had to leave.

After a loong chat with CS and the hotel, they accepted to reinstate our bookings as they had been booked, but only for goodwill because we are such valued customers...

So as you can see the issue was when they tried to take the payment automatically. I guess that it is different for non pre-paid bookings.

I had a similar experience 10 days ago. I booked a hotel in France using prepaid rate and got a confirmation email. A few hours later I even received a seperate email directly from the hotel.

However the stay did not show in my upcoming stays on the website, nor in the app. I was able to retrieve it using the confirmation number and some other details, and add it to my upcoming stays in the app. This did not change anything on the website though.

Then suddenly, a few days later, it was there on the website as well. I don't know whether adding it to the app had anything to do with it, I think that just adds it locally.

So keep an eye on your bookings the coming days - it may pop up unexpectedly :-)

So this time I made a reservation and the reservation process went well... however, the confirmation mail states that my CC was rejected and that my booking is not guaranteed, but my CC statement clearly says it has been charged.

I have had twice before that my payments didn't come through, even though Accor's communication stated otherwise and I am getting tired with this dice throwing game of Accor.

Come on Accor, just get your IT act together for once! I repeatedly offered you my expertise to help you out. Use it!

Membership details not captured
 

I made an online booking for a hotel in Amsterdam on 23 March, having been unable even to access the website the evening before. I was logged in when I made the booking and selected a discounted member rate. As I went through the booking stages, all my information was pre-populated. However, when it processed the booking transaction, it lost my membership details. I only found this out when I realised the booking was not showing on my Le Club account, and not looking more closely, I see it did not apply the discount and I have been charged the full rate!

I have complained ...

I just spent about 40 min to make a point retroclaim demand. Had to use 2 different computers (I never managed to go through with a Mac, so went to PC but it was very chaotic too) :mad:

Booking family deals via the website ..feature?
 

Hi all, think this may be a good forum for this post as it has to do with website functionality. This is a challenge with most website hotel booking engines; I noticed Accor now allows you in many places to book a 2nd room for 50% off if you are travelling with children. It is supposed to use the BFRate.

DISCOVER OUR FAMILY DEALS

50% off your second room
Free accommodation in your room for children
Benefits on kids breakfast

They show phone numbers to make the booking ...but do you know if there is a way to do this via the website?

50% off the second room is the (in French) "offre tribu". It does not have to be your children in the second room, only "family" (no checks of anything).

I could book on line with an Ibis. It was in the list of rates.

There was one trick though. I had to enter 1 room 4 people.

If I entered 2 rooms, I was not offered the tribu rate.

This rate has been offered for quite sometime but has never been that straight forward to book. The main attraction is you get the equivalent of 25% discount on both rooms whilst retaining full cancellation flexibility and payment at checkin.

To book online select only 1 room but 4 guests, 2 adult and 2 children. It should then offer the rate if available. The online booking system proceeds as if you are booking only one room but the rates is for 2 rooms.

There are however some hotels for reasons I don't understand that don't seem to be able to do this online but instead flag up a phone number to call to secure "family deals" instead. For those hotels you need to phone reservations.

Another online quirk of the rate is Terms and conditions state those occupying the second room must be under 16 to qualify for this rate. However besides Novotel Accor brands treat 12 and over as adult. This confuses the online system.

A helpful rate to consider when you need a second room for children but Accor haven't made it the easiest rate to successfully book. The rate can be booked online but a call to reservations can be required for certain hotels.