Compensation for an issue not solved
Sep 17, 2017 | 4:50 am
#1
Original Poster
Join Date: Oct 2010
Location: IL
Programs: A3 Gold, UA Silver, DL Silver, Hertz PC, Avis Pref+
Posts: 1,141
Compensation for an issue not solved
Although I travel a lot, I've never been in a situation where I felt I had to ask a hotel for compensation.
This time I was in a mid-brand Accor hotel and the heating did not work. Staff did not fix the problem, did not let me know about any progress (or lack thereof) and seemed unaware of it every time I complained (no notes about the room) and the result was two needlessly cold nights.
I am writing to complain, but unsure as to what I should reasonably ask for as compensation.
Any ideas welcome....
This time I was in a mid-brand Accor hotel and the heating did not work. Staff did not fix the problem, did not let me know about any progress (or lack thereof) and seemed unaware of it every time I complained (no notes about the room) and the result was two needlessly cold nights.
I am writing to complain, but unsure as to what I should reasonably ask for as compensation.
Any ideas welcome....
Last edited by dand99; Sep 17, 2017 at 1:12 pm
Sep 17, 2017 | 12:16 pm
#3
Join Date: Aug 2017
Location: MAN
Programs: IHG Diamond Ambassador
Posts: 351
I made a complaint using the main Accorhotels support page and it was answered quite quickly by the GM of the hotel in question.
The link is: https://www.accorhotels.com/gb/support/contact.shtml
If you go to the 'Contact Us' button and then select 'Your hotel experience' from the dropdown, you can then select 'Complaint relating to your hotel stay'.
I checked into the Mercure Kensington and found that the toilet wouldn't flush and the sink wouldn't drain. The staff didn't move me to another room and just gave me an extra couple of drinks vouchers. Once the GM got involved, I was offered a complimentary night at the hotel on a date of my choice.
The link is: https://www.accorhotels.com/gb/support/contact.shtml
If you go to the 'Contact Us' button and then select 'Your hotel experience' from the dropdown, you can then select 'Complaint relating to your hotel stay'.
I checked into the Mercure Kensington and found that the toilet wouldn't flush and the sink wouldn't drain. The staff didn't move me to another room and just gave me an extra couple of drinks vouchers. Once the GM got involved, I was offered a complimentary night at the hotel on a date of my choice.
Sep 17, 2017 | 8:25 pm
#4
Join Date: Jun 2007
Location: ASIA
Programs: TK Elite, ALL Plus Diamond, Marriott Platinum, Hertz PC
Posts: 3,536
Another thing that helps is to give some strong words in the comment box of the Guest Survey the hotel sends out after the stay (not the TripAdvisor one). Make sure you also give a negative selection to the points scale on the respective issues.
Hotels should theoretically respond to those and it is one of the main KPIs for the hotel.
Hotels should theoretically respond to those and it is one of the main KPIs for the hotel.
Sep 21, 2017 | 1:50 pm
#5
Original Poster
Join Date: Oct 2010
Location: IL
Programs: A3 Gold, UA Silver, DL Silver, Hertz PC, Avis Pref+
Posts: 1,141
Did the Guest survey comment box - got a fast reply from the GM - something along the lines of "gosh, sounds terrible. Please come back and stay with us again to see how we improve" 
Also sent a detailed letter direct to the hotel att. GM - waiting for a response to that one.
Also sent a detailed letter direct to the hotel att. GM - waiting for a response to that one.
Another thing that helps is to give some strong words in the comment box of the Guest Survey the hotel sends out after the stay (not the TripAdvisor one). Make sure you also give a negative selection to the points scale on the respective issues.
Hotels should theoretically respond to those and it is one of the main KPIs for the hotel.
Hotels should theoretically respond to those and it is one of the main KPIs for the hotel.
Sep 22, 2017 | 3:48 am
#6
Join Date: Sep 2017
Posts: 10
I am an Accor platinum member. Accor customer care ignore my emails over 4 months is shockingly poor customer service.
I requesting a report only, I got a reply from GM after I made a complaint to Amy, but GM refused to send me any report and trying to avoid responsibility.
My review on tripadvisor was flagged by hotel for violating and have been removed.
http://www.flyertalk.com/forum/accor...sukhumvit.html
I requesting a report only, I got a reply from GM after I made a complaint to Amy, but GM refused to send me any report and trying to avoid responsibility.
My review on tripadvisor was flagged by hotel for violating and have been removed.
http://www.flyertalk.com/forum/accor...sukhumvit.html
Last edited by john9872; Sep 22, 2017 at 3:53 am
Sep 23, 2017 | 10:14 pm
#7
Original Poster
Join Date: Oct 2010
Location: IL
Programs: A3 Gold, UA Silver, DL Silver, Hertz PC, Avis Pref+
Posts: 1,141
I got a reply to my letter.
Gist of it - we're very sorry, how about 200 loyalty points and an upgrade to a "superior" room next time you stay.
200 points, the equivalent of 4 EUR
This lowballing - worse IMO than offering nothing at all - just goes to show these people have absolutely no idea at all of how to deal with customers.
Gist of it - we're very sorry, how about 200 loyalty points and an upgrade to a "superior" room next time you stay.
200 points, the equivalent of 4 EUR
This lowballing - worse IMO than offering nothing at all - just goes to show these people have absolutely no idea at all of how to deal with customers.
Sep 24, 2017 | 3:31 am
#9
FlyerTalk Evangelist
Join Date: Aug 2009
Location: Paris, France
Programs: AF/KL Flying Blue Ultimate/Platinum for life/Club2000, Accor ALL Diamond
Posts: 25,159
I got a reply to my letter.
Gist of it - we're very sorry, how about 200 loyalty points and an upgrade to a "superior" room next time you stay.
200 points, the equivalent of 4 EUR
This lowballing - worse IMO than offering nothing at all - just goes to show these people have absolutely no idea at all of how to deal with customers.
Gist of it - we're very sorry, how about 200 loyalty points and an upgrade to a "superior" room next time you stay.
200 points, the equivalent of 4 EUR
This lowballing - worse IMO than offering nothing at all - just goes to show these people have absolutely no idea at all of how to deal with customers.
Shame
Can you share with us which property it is, in order to avoid it ?
Sep 27, 2017 | 2:14 am
#11
Join Date: Aug 2009
Location: Oslo
Programs: SK*D; Accor & Starwood Plat
Posts: 82
It has been the same recently for me. I am usually happy with my stays and I tend to use the same hotels, but two recent stays with my daughter, one at the CDG, and one downtown Paris lead to issues with cot for the baby. Both times not resolved by the hotel and never got anything afterward beside the standard letter that they were sorry for the experience.
I have made efforts to keep Plat status but I don't think it's worth it anymore. Moving to Airbnb for personal travels and SPG for business
I have made efforts to keep Plat status but I don't think it's worth it anymore. Moving to Airbnb for personal travels and SPG for business
Sep 27, 2017 | 12:46 pm
#12
Original Poster
Join Date: Oct 2010
Location: IL
Programs: A3 Gold, UA Silver, DL Silver, Hertz PC, Avis Pref+
Posts: 1,141
I really don't get it.
- They can see something went wrong (something beyond "I don't like the design on the bathroom tiles")
- They can see it was mishandled
- They can see brand loyalty (not so much in my case but in others who have posted)
- They can offer reasonable compensation such as free nights, at (depending on inventory) little cost
- They (surely ?) know that a letter saying "gosh, we're sorry" cut little ice with most customers
??
- They can see something went wrong (something beyond "I don't like the design on the bathroom tiles")
- They can see it was mishandled
- They can see brand loyalty (not so much in my case but in others who have posted)
- They can offer reasonable compensation such as free nights, at (depending on inventory) little cost
- They (surely ?) know that a letter saying "gosh, we're sorry" cut little ice with most customers
??