Problems booking "Dream Stay"

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Old Nov 21, 16, 6:33 pm
  #1  
IMH
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Problems booking "Dream Stay"

I've had problems booking a "Dream Stay" offer and am reporting the details (and successful resolution) as they may be helpful to others.

In an email dated 17 November, Accor announced their newest "Dream Stay" offers for LCAH members. The email highlighted offers for Montreal and Chicago and linked to a web page (here) that also shows offers for Cartagena and Rio.

I tried to book the Sofitel Chicago offer (details here), which I also reported in the hotel thread (here).

Step one: called the number shown on the Accor offer page (1-877 418 4463 -- the offer cannot be booked online). The agent couldn't see the offer (28,000 LCAH points for four nights in a suite plus a bunch of goodies) and tried to persuade us that booking without the offer would be a great deal (66,000 points for the room only).

Step two, after waiting a day to give Accor a chance to load the promotion properly: called the 1-877 number again. This time the agent was far more inclined to help but still couldn't find the offer. After consulting with a supervisor he advised us to call the hotel.

Step three: spoke at length with a very helpful reservations specialist at the property. He wasn't able to book the offer, however. He tried hard. He did further research and called back, then said we should leave it with him over the weekend. He would follow up with central reservations and get back to us. He kept his word and in an email on Monday wrote that the rate should now be bookable via the 1-877 number.

Step four: called the 1-877 number again and got a helpful agent (in Rabat, Morocco -- possibly the same man we had spoken to at step two) who, once again, couldn't book the rate. He spoke to a supervisor and asked us to call a UK number (+44 191 335 0630) that would get us connected to the Bangalore call centre which, he assured us, would be able to make the booking.

Step five was a 70+ minute call with an extremely helpful and resourceful agent in Bangalore. He searched several different corners of the Accor reservations systems and various Accor websites, tracked down the offer code, made several phone calls and finally made the booking (which was then confirmed by email and can be viewed online). At the moment the booking is showing with a dollar amount but I've been assured that the hotel will deduct points and update the booking in due course.

On one level this is the kind of Accor story that won't surprise anyone here: not being able to do something that ought to be straightforward and not having a Platinum line that would take ownership of the problem. On the other hand, though, there was a real willingness on the part of three of the people we dealt with to resolve a problem that was not of their making -- including a superstar performance from the Bangalore call centre agent (who is probably one of Accor's least well-paid representatives).

Last edited by IMH; Nov 21, 16 at 8:09 pm Reason: improved flow
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Old Nov 21, 16, 7:11 pm
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Originally Posted by IMH View Post

.... and not having a Platinum line that would take ownership of the problem.
On my side here, I have been chasing one tranche of the 10,000 points promo now for the past 3 weeks.
As an Accor+ member I have the added step of having to contact Accor Plus to chase after things. They didn't reply.
I contacted the Program Manager at Accor+ who may have sent a chaser and 1 week later I got a reply from Accor+ telling me that "we are still investigating".
....Thanks, and how long will that take?
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Old Nov 29, 16, 9:37 pm
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Originally Posted by gilbertaue View Post
On my side here, I have been chasing one tranche of the 10,000 points promo now for the past 3 weeks.
I gave up on chasing my final December 5000 from last year's September Boost promo. The fact that my booking email read "Sept 20" didn't change their opinion that it was really Sept 21, "a day late." Lesson learned.

My time is worth more than talking with them. Just knowing how to please the computer goes a long way to simplifying this membership. I give them a plus for fast posting so I can get on with other things, too.

I've been cheated of $100 more than once in a long lifetime...
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Old Nov 30, 16, 7:26 am
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Got my points two days ago.
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Old Aug 18, 17, 6:33 am
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My problem starts even before wanting to book. I've always been interested in these dream stays. But the few times I check the Dream Stays page, the only information provided seems to be past dream stays offer - no info on current offer. How on earth am I supposed to know what dream stays are on offer at any given time?
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Old Aug 18, 17, 7:40 am
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You can find actual dream stays here : https://www.accorhotels.com/gb/leclu...tays-hub.shtml
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Old Aug 18, 17, 2:47 pm
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Could just be me .... but the dream stay page just links back to its self ..... so some sort of nightmare stay
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Old Oct 23, 17, 2:33 am
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Clicking "Book a dream stay" just reloads the page for me as well. Contacted Accor - will update if I hear back.
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Old Oct 24, 17, 11:43 am
  #9  
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Dear clyk,

Thank you for your feedback.

The reservations are planned to be done over the phone for Dreamstay. Thus, when clicking on "Book a dream stay", a phone number should appear on the page.

If the phone number does not appear, can you please share with me in private message some more details such as the type of device used (smartphone, tablet, desktop), and the exploitation system, along with screenshots, so that we can help solve the issue?

Thanks a lot
Amy
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Old Oct 25, 17, 12:57 pm
  #10  
IMH
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Originally Posted by AccorHotels Concierge View Post
The reservations are planned to be done over the phone for Dreamstay. Thus, when clicking on "Book a dream stay", a phone number should appear
Most if not all customers expect the link behind a clickable "book" field to lead to a booking interface. If that's not going to be offered, just show us a "to book, phone 123 45 67 89" text.
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Old Oct 27, 17, 7:16 am
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Update - I tried switching the site's region at the top and it seems to work for the UK & US sites.
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Old May 30, 18, 2:08 pm
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Exclamation New dream stay deals

Originally Posted by AccorHotels Concierge View Post
Dear clyk,

Thank you for your feedback.

The reservations are planned to be done over the phone for Dreamstay. Thus, when clicking on "Book a dream stay", a phone number should appear on the page.

If the phone number does not appear, can you please share with me in private message some more details such as the type of device used (smartphone, tablet, desktop), and the exploitation system, along with screenshots, so that we can help solve the issue?

Thanks a lot
Amy
Haven't seen a new dream stay deal published on the website for ages, has Accor abandoned this concept now?

zimne
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Old Jun 6, 18, 2:25 am
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Originally Posted by zimne View Post
Haven't seen a new dream stay deal published on the website for ages, has Accor abandoned this concept now?

zimne
Hi Zimne,

Thanks for your request. I have a pleasure to inform you that we still have Dream stays concept but not really at this moment.

Please, kindly discover a page dedicated to Dream stays : https://www.accorhotels.com/gb/leclu...am-stays.shtml

Best regards,
Amy
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Old Jun 7, 18, 2:26 am
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Originally Posted by zimne View Post
Haven't seen a new dream stay deal published on the website for ages, has Accor abandoned this concept now?

zimne
Technically the website "says":

Home >> Current offers >> Use your points >> Dream Says

Must be an... old saying!

Julien
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Old Dec 6, 18, 11:18 pm
  #15  
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There are Dream Stays currently on offer for some Fairmont properties:

https://www.accorhotels.com/gb/leclu...tays-hub.shtml

This is the first time in months that I can remember actually seeing some Dream Stays being offered.
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