Full Customer name shown on some Accor reviews
Jun 20, 2018, 1:25 pm
#1
Original Poster
Join Date: Apr 2014
Location: TMP
Programs: AY+ Plat, SK Gold, BT VIP, Radisson Premium, Accor Platinum
Posts: 794
Full Customer name shown on some Accor reviews
I was looking at the reviews on accor.com and noticed they actually show some reviewer full names.
On the reviews, they also show the management responses that are emailed to the customer. Looks like there's no guarantee that the customer name is removed from the response before it's published.
Checked the latest three hotels I reviewed, my name was either shortened or replaced by the review nick, but on all three hotels there was at least one customer name visible. Alerted Accor fb team a week ago, but got no response - so don't really think they take this too seriously even if they claim "You can enter a nickname and no other personal data will be displayed." on the review pages.
First names were often visible, btw, but don't think that is too bad.
On the reviews, they also show the management responses that are emailed to the customer. Looks like there's no guarantee that the customer name is removed from the response before it's published.
Checked the latest three hotels I reviewed, my name was either shortened or replaced by the review nick, but on all three hotels there was at least one customer name visible. Alerted Accor fb team a week ago, but got no response - so don't really think they take this too seriously even if they claim "You can enter a nickname and no other personal data will be displayed." on the review pages.
First names were often visible, btw, but don't think that is too bad.
Jun 20, 2018, 2:56 pm
#2
FlyerTalk Evangelist
Join Date: Aug 2009
Location: Paris, France
Programs: AF/KL Flying Blue Platinum for life/Club2000 Ultimate, Accor ALL Diamond
Posts: 21,928
When you respond to their customer survey, it is made very clear that if you enter your name, it will appear on the review on the hotel page. Nobody’s obliged to enter a name. Personally, I never enter neither my real name, nor a pseudonym.
Jun 20, 2018, 3:34 pm
#3
Original Poster
Join Date: Apr 2014
Location: TMP
Programs: AY+ Plat, SK Gold, BT VIP, Radisson Premium, Accor Platinum
Posts: 794
As you see on the pic, the customers did not use their names on their reviews. These are only shown on the Management responses. First review was anonymous, second by "Cindy V" and third by "Malcolm V" - these were not their real names that the management reviews show, not even their real first names.
Last edited by aapee; Jun 20, 2018 at 4:08 pm Reason: clarification
Jun 20, 2018, 6:15 pm
#4
Join Date: Apr 2008
Programs: ALL
Posts: 128
You should escalate you request to [email protected] . They will be able to action it ASAP. Make sure you provide the hotel name as it's not visible here.
Jun 20, 2018, 9:44 pm
#5
Join Date: Jun 2007
Location: ASIA
Programs: TK Elite, ALL Plus Diamond, Marriott Platinum, Hertz PC
Posts: 3,530
You should escalate you request to [email protected] . They will be able to action it ASAP. Make sure you provide the hotel name as it's not visible here.
Jun 21, 2018, 1:17 am
#6
Original Poster
Join Date: Apr 2014
Location: TMP
Programs: AY+ Plat, SK Gold, BT VIP, Radisson Premium, Accor Platinum
Posts: 794
Yes, seems like this is a systemic issue - I randomly checked the 3 I remembered reviewing lately. The examples are from three different hotels.
It looks like the process is like gilbertaue said, except that for the web site publishing, they change the name manually - and sometimes forget to do this. Looked my reviews online, on them it was either the nick or first name and the first letter of the surname.
It looks like the process is like gilbertaue said, except that for the web site publishing, they change the name manually - and sometimes forget to do this. Looked my reviews online, on them it was either the nick or first name and the first letter of the surname.
Jun 26, 2018, 3:48 am
#7
Original Poster
Join Date: Apr 2014
Location: TMP
Programs: AY+ Plat, SK Gold, BT VIP, Radisson Premium, Accor Platinum
Posts: 794
Emailed [email protected], let's see if anything happens.
Jun 26, 2018, 3:56 am
#8
Company Representative, Accorhotels
Join Date: Mar 2011
Location: France
Programs: ALL - Accor Live Limitless
Posts: 751
Dear aapee,
Thank you for keeping us informed about this information, and sorry for this inconvenience.
We have immediately contacted our central teams to report them about the issue.
They will intervene to make changes in the anonymization script in addition to the hotel process.
Best regards,
Amy
Thank you for keeping us informed about this information, and sorry for this inconvenience.
We have immediately contacted our central teams to report them about the issue.
They will intervene to make changes in the anonymization script in addition to the hotel process.
Best regards,
Amy
I was looking at the reviews on accor.com and noticed they actually show some reviewer full names.
On the reviews, they also show the management responses that are emailed to the customer. Looks like there's no guarantee that the customer name is removed from the response before it's published.
Checked the latest three hotels I reviewed, my name was either shortened or replaced by the review nick, but on all three hotels there was at least one customer name visible. Alerted Accor fb team a week ago, but got no response - so don't really think they take this too seriously even if they claim "You can enter a nickname and no other personal data will be displayed." on the review pages.
First names were often visible, btw, but don't think that is too bad.
On the reviews, they also show the management responses that are emailed to the customer. Looks like there's no guarantee that the customer name is removed from the response before it's published.
Checked the latest three hotels I reviewed, my name was either shortened or replaced by the review nick, but on all three hotels there was at least one customer name visible. Alerted Accor fb team a week ago, but got no response - so don't really think they take this too seriously even if they claim "You can enter a nickname and no other personal data will be displayed." on the review pages.
First names were often visible, btw, but don't think that is too bad.
Jun 28, 2018, 4:52 am
#11
Original Poster
Join Date: Apr 2014
Location: TMP
Programs: AY+ Plat, SK Gold, BT VIP, Radisson Premium, Accor Platinum
Posts: 794
Back to that feeling - the Accor response was totally generic. Will be interesting to check the site in a few months time.
Case N° : xxxxxx
Dear Mr. AAPEE
You contacted us about the difficulties you encountered on our accorhotels.com website and I would like to sincerely thank you for these comments. Please be assured that they will be forwarded to the relevant department.
Your opinion is essential for us to understand your needs and develop our services so that we can guarantee you a unique experience with AccorHotels.
Thank you for your trust and let us know if we can be of further assistance.
We look forward to welcoming you to one of our hotels soon.
XXXX
AccorHotels Customer Care
Dear Mr. AAPEE
You contacted us about the difficulties you encountered on our accorhotels.com website and I would like to sincerely thank you for these comments. Please be assured that they will be forwarded to the relevant department.
Your opinion is essential for us to understand your needs and develop our services so that we can guarantee you a unique experience with AccorHotels.
Thank you for your trust and let us know if we can be of further assistance.
We look forward to welcoming you to one of our hotels soon.
XXXX
AccorHotels Customer Care
