nrouxel

I am Platinum with All plus Voyageur and All Visa Ultimate credit card.
The problem is that I don't see the All-Visa rates when I try to make a reservation (I only see All plus Voyageur rates)
My wife is Gold with All Visa Explorer credit card and she has acces to tle All Visa rates.

We tried differents hotels on differents dates but it's still the same problem.

For exemple we tried Sofitel Grand Ducal Luxembourg :



Rates for Platinum with All plus Voyageur and All Visa Ultimate credit card (no All Visa rates)




Rates for gold with All Visa Explorer credit card

In this case, the rate with the All Voyageur card is more advantageous, but this is not always the case. Sometimes the All Visa rate is more advantageous, but I don't have access to it
In addition, looking at the flexible rates, I can see that the 20% reduction announced for my All Voyageur card is not really applied...

I tried to ask for an explanation from Accor customer service who could not answer me and who referred me to the reservation service who in turn referred me to customer service...

Goldorak

typical behavior now too often seen in many services : always blame it on the other, no one cares and seems to be empowered to report and solve the issue.

starflyergold

The website appears to be on an Easter break. I cannot log in but at least there is a warning available.

davidcamp6

It will be resurrected on Sunday

matmatlr

I have been experiencing the same error message for the past 20 days...

SullyofDoha

The 15% discount for purchasing on the Accor App was MORE than the price to book on the website!

CanadaDH

Update... Out of the 3 bookings that appeared on the ALL site and app as "free" and "not eligible for points", one of them mysteriously fixed itself yesterday, and now shows the correct price and points. The other two are still wrong. Just the usual top-notch Accor IT systems at work, I guess.

CanadaDH

It just never ends with Accor IT. Now it seems my IP address has been blocked. Maybe I made too many rate searches? I made a new booking early this morning just fine, and checking a couple of hours later, I get this message when I try to reach the website.



If I connect from a device with a different IP, it's fine, but the IP on my home ISP is now considered a threat. I mean, I booked a room. You certainly wouldn't want any more of that kind of activity happening!

I logged a support ticket. We'll see if they are able to fix it, or if I need to change my IP address.

CanadaDH

I got an initial reply from Customer Service. As usual, they don't understand the problem. They say they can't find any issues with my membership account, and to try again later. Well duh! I can log into the member account just fine, as long as it's from an IP address that isn't blocked by the Accor IT security team. I asked they escalate to the IT infrastructure or cybersecurity teams, since that's likely where IP blocking is happening.

beachmouse

I’ve also had occasions when my ISP decided to block access to Air France/KLM/Flying Blue on their own so it might not entirely be Accor’s fault.

CanadaDH

I doubt it's my ISP blocking it. My next door neighbour has the same ISP, and he let me borrow his WIFI password today... I can connect just fine from his house. That was one of the first things I tried before logging the ticket with Accor.

3544quebec

I'd ban both of you for life - and anyone else in the same zip code just to be safe! 👹

CanadaDH

As if we needed any further proof of the sheer incompetence of the Accor IT department and all of their staff. They have gotten in touch with the right internal department, and said that they confirmed that my IP is being blocked by a firewall (which we already knew), and asked that I contact my own security provider to find out how to circumvent the blockage. I would have thought the simpler thing is to just have their people unblock the IP. They said they use Imperva for their website firewall, so I'm getting the impression that Accor has no people of their own managing IT security, are relying on a third party service, and may not even know how to ask their own vendor to fix it. It shouldn't be up to me, as the customer, to try to spoof my own IP address in order to do business with them, and for them to suggest that as the solution is just stupid.

As the CIO for a large multinational organization myself, I just have to shake my head at the level of incompetence that routinely comes out Accor.

songsc

This really scares me...

All I can think of is, if you know any GM, or anyone basically, at the hotels you frequent, ask them what's the best way to escalate. If Accor can not resolve this on their own, they can file a ticket with their firewall service provider.

CanadaDH

The block on my IP disappeared on Wednesday. I was thinking that maybe ALL Customer Service was successful in their efforts. Then, yesterday, I received an update from them (credit to them for that), that they are having difficulty communicating with their IT support team, but thank me for my patience. So, it would seem the IP block was a temporary one that resolved itself (which is not uncommon with such services). I suppose I should contact them to let them know, but I'm curious to see how long this type of support request would take to really play out. I'll probably call them on Monday.

Nice to see some follow-up and effort by someone at Customer Service, even if it took a bit to educate them on what the problem was. As for the IT support... well, if even internal Accor staff can't get through to them, then we really have no hope!