Accorhotels websites inconsistencies, scams, bugs and…I don’t know what else…
Jun 6, 2018, 9:40 am
#406
FlyerTalk Evangelist
Join Date: Aug 2009
Location: Paris, France
Programs: AF/KL Flying Blue Platinum for life/Club2000 Ultimate, Accor ALL Diamond
Posts: 21,922
The hotel is Sofitel Rabat Jardin des Roses, Rabat, Morocco.
As of yesterday customer care have told me they have spoken with the hotel who have advised they had a IT issue with their systems which caused problems with a number of reservations made in recent days. The hotel however are still declining to honour the affected reservations.
Customer care have told me they are going to try again today to contact someone more senior at the hotel to try to resolve.
My own emails to the hotels General Manager, Duty Manager and Revenue Manager requesting they resolve the problem remain unanswered after 5 days. The hotel has however confirmed that my emails have been received.
As of yesterday customer care have told me they have spoken with the hotel who have advised they had a IT issue with their systems which caused problems with a number of reservations made in recent days. The hotel however are still declining to honour the affected reservations.
Customer care have told me they are going to try again today to contact someone more senior at the hotel to try to resolve.
My own emails to the hotels General Manager, Duty Manager and Revenue Manager requesting they resolve the problem remain unanswered after 5 days. The hotel has however confirmed that my emails have been received.
+1
Jun 9, 2018, 9:55 am
#408
Join Date: Jul 2005
Location: UK
Programs: BAEC GGL/Gold, Flying Blue Silver, All Accor Gold, Hilton Honours Diamond,
Posts: 527
After 8 days, numerous emails, telephone calls, intervention of Accor Customer Care, obtaining written confirmation form my bank that payment was made but then returned by the hotel the hotel advised by email "Following the meeting with our Deputy Director and Chief Financial Office please complete the attached document so we can recharge your credit card and send you the confirmations." No explanation, no apology but an assertion that this issue has never happened at their hotel before (contrary to what Customer Care specifically told me) but the reservation now confirmed at the original rate and confirmed by email.
Success in getting the hotel to honour the reservations but a zero score in terms of customer satisfaction. I will stay at the hotel with low expectations but a hope that customer service can only get better. A hotel review to follow once the stay completes in August.
Jun 9, 2018, 4:37 pm
#409
Join Date: Jan 2011
Location: London, UK
Programs: BAGGL, A3G, Accor Gold, Hilton Diamond, IHG Diamond, LHW Sterling
Posts: 1,308
I've stayed in two higher end Accor properties in Morocco (Sofitel and Pullman), and in both the properties seemed poorly managed and difficult to deal with on reservations, status benefits etc and I now actively avoid the brands when I visit this country.
Jun 14, 2018, 5:41 am
#411
Join Date: Dec 2010
Location: Asia
Programs: Star Alliance Gold, Marriott / SPG PLAT Premier, USELESS Accor Plus PLAT
Posts: 165
Jun 14, 2018, 6:57 am
#412
Join Date: May 2006
Programs: HHonnors diamond
Posts: 40
hi all
i noticed today that my last stay and point credit has dissapeared from my account. now written account regulisation and points deducted. also stay nights deducted. any advice ? stay was booked using the summer promotion for europe plat x4 points.
i noticed today that my last stay and point credit has dissapeared from my account. now written account regulisation and points deducted. also stay nights deducted. any advice ? stay was booked using the summer promotion for europe plat x4 points.
Jun 14, 2018, 2:43 pm
#413
FlyerTalk Evangelist
Join Date: Aug 2009
Location: Paris, France
Programs: AF/KL Flying Blue Platinum for life/Club2000 Ultimate, Accor ALL Diamond
Posts: 21,922
This has happened in the past to me. You’ll be fine at the end, but you’d better contact CS quickly to sort this out.
Jun 25, 2018, 10:47 am
#414
Join Date: Dec 2010
Location: Asia
Programs: Star Alliance Gold, Marriott / SPG PLAT Premier, USELESS Accor Plus PLAT
Posts: 165
No SPG or Marriott hotel for this destination.
Jun 25, 2018, 12:57 pm
#416
FlyerTalk Evangelist
Join Date: Aug 2009
Location: Paris, France
Programs: AF/KL Flying Blue Platinum for life/Club2000 Ultimate, Accor ALL Diamond
Posts: 21,922
Jun 30, 2018, 6:33 pm
#418
Join Date: Oct 2009
Location: Udon Thani, Thailand
Programs: TK E,*G, A-Club G
Posts: 869
can not book a room: after entering city and dates nothing happens, great...
Firefox bookmark get me here https://www.accorhotels.com/gb/asia/index.shtml
via google search and https://www.accorhotels.com/index.jsp i get here with same result https://www.accorhotels.com/gb/thailand/index.shtml
Firefox bookmark get me here https://www.accorhotels.com/gb/asia/index.shtml
via google search and https://www.accorhotels.com/index.jsp i get here with same result https://www.accorhotels.com/gb/thailand/index.shtml
Jul 1, 2018, 5:03 am
#419
Join Date: Dec 2014
Programs: Flying Blue Gold, Accor Gold, Hilton Diamond, IHG Spire
Posts: 184
I have a flexible reservation using 70,000 points and my plans have changed. Yesterday I could not access my bookings. Today I cannot access my account, either through website using Chrome or IE or the App. I called Customer Service yesterday to be told that there was 'no problem with the website - please clear your cache. I tried to raise a ticket but the Contact form is not working either. Shambles.
