Accor Status timeframe - cut/paste response
Jan 3, 2018, 5:13 pm
#1
Original Poster
Join Date: Jul 2002
Location: Belgium / Germany
Programs: M&M, BA EC, Delta, Hilton, Accor, IHG
Posts: 73
Accor Status timeframe - cut/paste response
Happy New Year to all.
Rather disappointed with a template response received from Accor to a recent question after several weeks wait and wondered if it is really such an unreasonable request... Maybe the Accor Concierge here can assist.
My OH recently moved job / hometown and as a result has become a more regular customer of Accor. In 7 weeks in the final trimester of 2017 she stayed 24 nights in Accor properties, qualifying for Silver. Whilst we know Accor work on a calendar year, we sent a request to Accor, saying that she would very much liek to attain Gold, had already reached 24 nights in a short period and asking if they would consider granting a small extension or some flexibility past the end of 2017 to reach the additional nights required for Gold - of which 3 were already booked and others planned in the first 2 months of 2018.
We first mailed (via form) at the end of November. No reply after 2+ weeks, so we resent the request. We finally received an answer on Christmas Day, but it was simply a copy-paste of the conditions for earning, of which we were already fully aware. Where references were made to her account, the details were wrong. There was no specific reference to our question. The fact that the response was sent on the morning of 25th December suggests that it was given no thought whatsoever and simply regurgitated by an outsourced call centre.
Of course we fully realise that Accor operate status on a calendar year approach, but they also have the ability to show flexibility at their discretion. Additionally, the 4-5 weeks lost before receiving a response were 4-5 weeks when we could have tried to engineer additional stays to try to make up the nights - it was a busy time office-wise and thus travel was more difficult (Yes, we could have done this anyway, but we were waiting on Accor's response and didn't want to start making trips specifically rather than staying with family etc unless we had to - try telling your mum you're coming for Christmas but staying in a hotel 20 miles away!
)
So is it unreasonable to ask them for just a bit of flexibility? Of course we know they work on a calendar year and appreciate those are the rules. At the same time not everyone can choose when they move home or job and earning 24 nights in a short period and a fixed reservation 2-3 months ahead should be an indication that loyalty is being shown to Accor, leading to future custom. Is it reasonable that they take 4-5 weeks to provide a response and then do nothing more than copy pasting their T&Cs?
Rather disappointed with a template response received from Accor to a recent question after several weeks wait and wondered if it is really such an unreasonable request... Maybe the Accor Concierge here can assist.
My OH recently moved job / hometown and as a result has become a more regular customer of Accor. In 7 weeks in the final trimester of 2017 she stayed 24 nights in Accor properties, qualifying for Silver. Whilst we know Accor work on a calendar year, we sent a request to Accor, saying that she would very much liek to attain Gold, had already reached 24 nights in a short period and asking if they would consider granting a small extension or some flexibility past the end of 2017 to reach the additional nights required for Gold - of which 3 were already booked and others planned in the first 2 months of 2018.
We first mailed (via form) at the end of November. No reply after 2+ weeks, so we resent the request. We finally received an answer on Christmas Day, but it was simply a copy-paste of the conditions for earning, of which we were already fully aware. Where references were made to her account, the details were wrong. There was no specific reference to our question. The fact that the response was sent on the morning of 25th December suggests that it was given no thought whatsoever and simply regurgitated by an outsourced call centre.
Of course we fully realise that Accor operate status on a calendar year approach, but they also have the ability to show flexibility at their discretion. Additionally, the 4-5 weeks lost before receiving a response were 4-5 weeks when we could have tried to engineer additional stays to try to make up the nights - it was a busy time office-wise and thus travel was more difficult (Yes, we could have done this anyway, but we were waiting on Accor's response and didn't want to start making trips specifically rather than staying with family etc unless we had to - try telling your mum you're coming for Christmas but staying in a hotel 20 miles away!
)So is it unreasonable to ask them for just a bit of flexibility? Of course we know they work on a calendar year and appreciate those are the rules. At the same time not everyone can choose when they move home or job and earning 24 nights in a short period and a fixed reservation 2-3 months ahead should be an indication that loyalty is being shown to Accor, leading to future custom. Is it reasonable that they take 4-5 weeks to provide a response and then do nothing more than copy pasting their T&Cs?
Jan 3, 2018, 9:20 pm
#2
Join Date: Apr 2006
Location: BNE
Programs: QF Gold, VA Gold, IHG Spire, Accor Plat, Marriot Plat, Hilton Diamond
Posts: 2,281
So is it unreasonable to ask them for just a bit of flexibility? Of course we know they work on a calendar year and appreciate those are the rules. At the same time not everyone can choose when they move home or job and earning 24 nights in a short period and a fixed reservation 2-3 months ahead should be an indication that loyalty is being shown to Accor, leading to future custom. Is it reasonable that they take 4-5 weeks to provide a response and then do nothing more than copy pasting their T&Cs?
Jan 3, 2018, 9:50 pm
#3
Join Date: Feb 2004
Location: Perth, WA, Australia
Programs: QF Gold, VA Plat, IHG Plat Amb, LCAH Gold, Hilton Diamond
Posts: 3,846
So is it unreasonable to ask them for just a bit of flexibility? Of course we know they work on a calendar year and appreciate those are the rules. At the same time not everyone can choose when they move home or job and earning 24 nights in a short period and a fixed reservation 2-3 months ahead should be an indication that loyalty is being shown to Accor, leading to future custom. Is it reasonable that they take 4-5 weeks to provide a response and then do nothing more than copy pasting their T&Cs?
On the other hand, they could have taken less time to do so!
Jan 8, 2018, 4:51 am
#4
Original Poster
Join Date: Jul 2002
Location: Belgium / Germany
Programs: M&M, BA EC, Delta, Hilton, Accor, IHG
Posts: 73
Thanks for the reply. I completely agree - I guess I just had a higher expectation from Accor where customer service was concerned - whether handling them within the 48 hour window they themselves commit to or a random call centre worker simply reading the first couple of lines and providing a template request which wasn't even entirely relevant to the original request.
Jan 8, 2018, 4:58 am
#5
Original Poster
Join Date: Jul 2002
Location: Belgium / Germany
Programs: M&M, BA EC, Delta, Hilton, Accor, IHG
Posts: 73
Indeed - they commit to a 48 hour reply but don't deliver (twice). And yes, they have every right to say no. Which of course would be accepted. Bu the preference would be that they say no to the request itself, rather than providing a generic answer.
Had hoped that AccorHotels Concierge may have an opinion on this, but seems they're not around at the moment
Jan 8, 2018, 8:01 am
#6
Join Date: Nov 2012
Location: Rhineland-Palatinate
Programs: *A Gold (A3), HHonor Gold
Posts: 5,693
Thanks for the reply. I completely agree - I guess I just had a higher expectation from Accor where customer service was concerned - whether handling them within the 48 hour window they themselves commit to or a random call centre worker simply reading the first couple of lines and providing a template request which wasn't even entirely relevant to the original request.
I have to admit that I didn't really look into the instant status methods you mention as we were trying to do it the "regular" way first. I guess you mean the Business Card? Or did you have something else in mind?
I have to admit that I didn't really look into the instant status methods you mention as we were trying to do it the "regular" way first. I guess you mean the Business Card? Or did you have something else in mind?
This is where you are wrong. Accor has a very poor customer service. Set your expectations to the lowest: they are late, do not respond to the points, know nothing about the program.
Last edited by fransknorge; Jan 8, 2018 at 8:46 am
Jan 8, 2018, 4:22 pm
#9
Join Date: Apr 2006
Location: BNE
Programs: QF Gold, VA Gold, IHG Spire, Accor Plat, Marriot Plat, Hilton Diamond
Posts: 2,281
Jan 8, 2018, 8:37 pm
#10
Join Date: Feb 2013
Location: SIN
Programs: BA, CX, SQ, Accor, IHG
Posts: 95
Not quite on topic here, but has anyone had any luck getting a short extension to the qualifying year? My mistake, clearly, but managed to miss retaining plat by a few hundred status points. Highly irritating, had I spotted it in advance I would of course have done something about it!
Anyone had any luck with this sort of thing?
Anyone had any luck with this sort of thing?
Jan 9, 2018, 9:50 am
#11
Join Date: Oct 2016
Posts: 254
Happy New Year to all.
Rather disappointed with a template response received from Accor to a recent question after several weeks wait and wondered if it is really such an unreasonable request... Maybe the Accor Concierge here can assist.
My OH recently moved job / hometown and as a result has become a more regular customer of Accor. In 7 weeks in the final trimester of 2017 she stayed 24 nights in Accor properties, qualifying for Silver. Whilst we know Accor work on a calendar year, we sent a request to Accor, saying that she would very much liek to attain Gold, had already reached 24 nights in a short period and asking if they would consider granting a small extension or some flexibility past the end of 2017 to reach the additional nights required for Gold - of which 3 were already booked and others planned in the first 2 months of 2018.
We first mailed (via form) at the end of November. No reply after 2+ weeks, so we resent the request. We finally received an answer on Christmas Day, but it was simply a copy-paste of the conditions for earning, of which we were already fully aware. Where references were made to her account, the details were wrong. There was no specific reference to our question. The fact that the response was sent on the morning of 25th December suggests that it was given no thought whatsoever and simply regurgitated by an outsourced call centre.
Of course we fully realise that Accor operate status on a calendar year approach, but they also have the ability to show flexibility at their discretion. Additionally, the 4-5 weeks lost before receiving a response were 4-5 weeks when we could have tried to engineer additional stays to try to make up the nights - it was a busy time office-wise and thus travel was more difficult (Yes, we could have done this anyway, but we were waiting on Accor's response and didn't want to start making trips specifically rather than staying with family etc unless we had to - try telling your mum you're coming for Christmas but staying in a hotel 20 miles away! )
So is it unreasonable to ask them for just a bit of flexibility? Of course we know they work on a calendar year and appreciate those are the rules. At the same time not everyone can choose when they move home or job and earning 24 nights in a short period and a fixed reservation 2-3 months ahead should be an indication that loyalty is being shown to Accor, leading to future custom. Is it reasonable that they take 4-5 weeks to provide a response and then do nothing more than copy pasting their T&Cs?
Rather disappointed with a template response received from Accor to a recent question after several weeks wait and wondered if it is really such an unreasonable request... Maybe the Accor Concierge here can assist.
My OH recently moved job / hometown and as a result has become a more regular customer of Accor. In 7 weeks in the final trimester of 2017 she stayed 24 nights in Accor properties, qualifying for Silver. Whilst we know Accor work on a calendar year, we sent a request to Accor, saying that she would very much liek to attain Gold, had already reached 24 nights in a short period and asking if they would consider granting a small extension or some flexibility past the end of 2017 to reach the additional nights required for Gold - of which 3 were already booked and others planned in the first 2 months of 2018.
We first mailed (via form) at the end of November. No reply after 2+ weeks, so we resent the request. We finally received an answer on Christmas Day, but it was simply a copy-paste of the conditions for earning, of which we were already fully aware. Where references were made to her account, the details were wrong. There was no specific reference to our question. The fact that the response was sent on the morning of 25th December suggests that it was given no thought whatsoever and simply regurgitated by an outsourced call centre.
Of course we fully realise that Accor operate status on a calendar year approach, but they also have the ability to show flexibility at their discretion. Additionally, the 4-5 weeks lost before receiving a response were 4-5 weeks when we could have tried to engineer additional stays to try to make up the nights - it was a busy time office-wise and thus travel was more difficult (Yes, we could have done this anyway, but we were waiting on Accor's response and didn't want to start making trips specifically rather than staying with family etc unless we had to - try telling your mum you're coming for Christmas but staying in a hotel 20 miles away!
)So is it unreasonable to ask them for just a bit of flexibility? Of course we know they work on a calendar year and appreciate those are the rules. At the same time not everyone can choose when they move home or job and earning 24 nights in a short period and a fixed reservation 2-3 months ahead should be an indication that loyalty is being shown to Accor, leading to future custom. Is it reasonable that they take 4-5 weeks to provide a response and then do nothing more than copy pasting their T&Cs?
Being the 1st year they use calendar year approach and my experience with them so far, I highly doubt they plan to give any flexibility at the moment.
Not quite on topic here, but has anyone had any luck getting a short extension to the qualifying year? My mistake, clearly, but managed to miss retaining plat by a few hundred status points. Highly irritating, had I spotted it in advance I would of course have done something about it!
Anyone had any luck with this sort of thing?
Anyone had any luck with this sort of thing?
Jan 9, 2018, 7:43 pm
#12
Original Poster
Join Date: Jul 2002
Location: Belgium / Germany
Programs: M&M, BA EC, Delta, Hilton, Accor, IHG
Posts: 73
Not quite on topic here, but has anyone had any luck getting a short extension to the qualifying year? My mistake, clearly, but managed to miss retaining plat by a few hundred status points. Highly irritating, had I spotted it in advance I would of course have done something about it!
Anyone had any luck with this sort of thing?
Anyone had any luck with this sort of thing?
Jan 10, 2018, 5:01 am
#13
Join Date: Nov 2012
Location: Rhineland-Palatinate
Programs: *A Gold (A3), HHonor Gold
Posts: 5,693
This phone call did nothing of that and I eventually got my missing points for the stay, but not for the badges. And I will not even blame the poor agent: she is clearly undertrained and not help by a stupid system and probably bad management.
So this is it. I have 4 stays planned in 2018 and I will not book any one more until Accor actually shows some positive changes and get their act together: better IT, better Customer Service, more severity towards hotels making their own rules. Hilton is now my preferred chain when I can, and I have registered at Club Carlson and IHG and already booked 6 stays between those 2 chains that would otherwise got to Accor. Obviously I will not recommend them anymore either.
By ignoring customers you lose them.