Hotel charging for upgrade
Dec 9, 2019, 2:01 am
#16
Join Date: Nov 2019
Posts: 146
thanks goldorak - its the Mercure Jakarta Gatot Subroto. The room category I booked is executive room, which is the highest "room" and they only have 1 level up which is a suite. Funnily enough this is the text from reservations:
Regarding to your benefit Kindly be informed you also our hotel regulations that we only provided room upgrade until executive room. If you would like to upgrade to the suite room it will be charged of Rp. 700,000 nett/night upgrade from Executive room.
Regarding to your benefit Kindly be informed you also our hotel regulations that we only provided room upgrade until executive room. If you would like to upgrade to the suite room it will be charged of Rp. 700,000 nett/night upgrade from Executive room.
You gotta vote with your $$$. Otherwise, hotels will never learn.
Dec 9, 2019, 2:59 am
#17
Join Date: Jun 2007
Location: ASIA
Programs: TK Elite, ALL Plus Diamond, Marriott Platinum, Hertz PC
Posts: 3,530
So this is the reply I got - quite astounding I think.
Refer to you request for free upgrade to Suite Room, Kindly please be informed that Mercure Jakarta Gatot Subroto is Midscale brand in Accorhotels property.
According AccorLiveLimitless rules, We are not participating hotel for Suite Night Upgrade and the free upgrade will be based on room availability also for another room types.
Please see below screenshot the AccorHotels Member Benefit for your reference , especially no.9 to clarify this matter ;
You may enjoy our Suite room with Upsell charge with below explanation from our reservationist.
Refer to you request for free upgrade to Suite Room, Kindly please be informed that Mercure Jakarta Gatot Subroto is Midscale brand in Accorhotels property.
According AccorLiveLimitless rules, We are not participating hotel for Suite Night Upgrade and the free upgrade will be based on room availability also for another room types.
Please see below screenshot the AccorHotels Member Benefit for your reference , especially no.9 to clarify this matter ;
You may enjoy our Suite room with Upsell charge with below explanation from our reservationist.
LeClub Virgin, FYI
This case is being looked into by Accor. The fact that they don't upgrade is a mistake on their part.
Mid tier hotels don't participate in SNU. So that second email is correct.
Last edited by gilbertaue; Dec 9, 2019 at 3:10 am
Dec 9, 2019, 4:09 am
#18
Join Date: Mar 2000
Posts: 938
Isn't there an important distinction between requesting and getting an upgrade confirmed before check-in and at check-in? The complimentary upgrade benefit is very clear about being at check-in upon availability. The way I read OP's initial post is that the request took place prior to check-in.
Regardless, I agree that the hotel's policy of only upgraging up to Exec room is not in line with the stated ALL upgrade benefit.
Regardless, I agree that the hotel's policy of only upgraging up to Exec room is not in line with the stated ALL upgrade benefit.
Dec 9, 2019, 4:49 am
#19
Join Date: Jun 2007
Location: ASIA
Programs: TK Elite, ALL Plus Diamond, Marriott Platinum, Hertz PC
Posts: 3,530
Isn't there an important distinction between requesting and getting an upgrade confirmed before check-in and at check-in? The complimentary upgrade benefit is very clear about being at check-in upon availability. The way I read OP's initial post is that the request took place prior to check-in.
Regardless, I agree that the hotel's policy of only upgraging up to Exec room is not in line with the stated ALL upgrade benefit.
Regardless, I agree that the hotel's policy of only upgraging up to Exec room is not in line with the stated ALL upgrade benefit.
Yes we upgrade, subject to availability.
Dec 9, 2019, 4:49 am
#20
Join Date: Dec 2014
Programs: Accor ALL Platinum
Posts: 1,111
So this is the reply I got - quite astounding I think.
Refer to you request for free upgrade to Suite Room, Kindly please be informed that Mercure Jakarta Gatot Subroto is Midscale brand in Accorhotels property.
According AccorLiveLimitless rules, We are not participating hotel for Suite Night Upgrade and the free upgrade will be based on room availability also for another room types.
Please see below screenshot the AccorHotels Member Benefit for your reference , especially no.9 to clarify this matter ;
You may enjoy our Suite room with Upsell charge with below explanation from our reservationist.
Refer to you request for free upgrade to Suite Room, Kindly please be informed that Mercure Jakarta Gatot Subroto is Midscale brand in Accorhotels property.
According AccorLiveLimitless rules, We are not participating hotel for Suite Night Upgrade and the free upgrade will be based on room availability also for another room types.
Please see below screenshot the AccorHotels Member Benefit for your reference , especially no.9 to clarify this matter ;
You may enjoy our Suite room with Upsell charge with below explanation from our reservationist.
Dec 9, 2019, 4:32 pm
#21
FlyerTalk Evangelist
Join Date: Aug 2009
Location: Paris, France
Programs: AF/KL Flying Blue Platinum for life/Club2000 Ultimate, Accor ALL Diamond
Posts: 21,927
https://www.flyertalk.com/forum/acco...-benefits.html
Dec 10, 2019, 4:49 am
#22
Original Poster
Join Date: Jul 2012
Location: UK
Programs: Accor diamond
Posts: 169
Isn't there an important distinction between requesting and getting an upgrade confirmed before check-in and at check-in? The complimentary upgrade benefit is very clear about being at check-in upon availability. The way I read OP's initial post is that the request took place prior to check-in.
Regardless, I agree that the hotel's policy of only upgraging up to Exec room is not in line with the stated ALL upgrade benefit.
Regardless, I agree that the hotel's policy of only upgraging up to Exec room is not in line with the stated ALL upgrade benefit.
Dec 10, 2019, 4:55 am
#23
Original Poster
Join Date: Jul 2012
Location: UK
Programs: Accor diamond
Posts: 169
so should I be informed of any developments? Should I keep my reservation or cancel it? I already logged a call with accor customer services so I would hope that you arent privy to information about that call before me.
Dec 10, 2019, 5:06 am
#24
Join Date: Jul 2013
Programs: Accor Platinum, Eurobonus Gold, Flying Blue Gold
Posts: 72
The only issue at hand I see here is their policy of not upgrading to suites.
Dec 10, 2019, 5:20 am
#25
Original Poster
Join Date: Jul 2012
Location: UK
Programs: Accor diamond
Posts: 169
I actually think it's completely reasonable that it's chargeable when it's done prior to check-in. You can pay an upgrade fee now and be sure to get the upgrade, or you can gamble and hope that there is still availability at check-in (and if there is, you should of course get the upgrade for free - also to the suite). The hotel is taking a risk that someone would like to book that room for full price between now and check-in, and the "upgrade fee" is basically pricing this risk assumed by the hotel.
The only issue at hand I see here is their policy of not upgrading to suites.
The only issue at hand I see here is their policy of not upgrading to suites.
so kind of take your point on the gambling. Gambling is what most of us do when booking accor hotels...anyway lets wait and see if we get any resolution or policy update from them or accor.
Last edited by LeClubVirgin; Dec 10, 2019 at 5:31 am
Dec 10, 2019, 4:49 pm
#26
Join Date: Jun 2007
Location: ASIA
Programs: TK Elite, ALL Plus Diamond, Marriott Platinum, Hertz PC
Posts: 3,530
Nevertheless, I'd follow up with the hotel directly. I'd hope that by now the GM has had his hands slapped (on the first of the two issues).
Dec 11, 2019, 9:17 am
#27
Company Representative, Accorhotels
Join Date: Mar 2011
Location: France
Programs: ALL - Accor Live Limitless
Posts: 751
Dear LeClubVirgin,
Dear members,
Thanks for sharing the situation you have encountered with the Mercure Dkakarta Gatot Subroto. I have raised it to the ALL management team's attention. Could you kindly share with me by private your member's ID so that I can follow up with the operation teams.
Many thanks again,
With my best regards
Amy
Dear members,
Thanks for sharing the situation you have encountered with the Mercure Dkakarta Gatot Subroto. I have raised it to the ALL management team's attention. Could you kindly share with me by private your member's ID so that I can follow up with the operation teams.
Many thanks again,
With my best regards
Amy
