ALL - Accor Live Limitless (to replace Le Club from 2020)
Mar 13, 2019, 5:05 pm
#241
Join Date: Jun 2007
Location: ASIA
Programs: TK Elite, ALL Plus Diamond, Marriott Platinum, Hertz PC
Posts: 3,530
I fully agree with you and I apply this principle for all hotels all chains. Some hotels are truly bad in their Elite customers handling and I put them on my black list. At the opposite, others are managed by competent people and know how to create great moments.
With Accor, we all know their main problem has always been and still is the freedom they leave to hotels to comply or not with their rules without any consequence, leading to very inconsistent experiences. TBH, the situation has improved over the last years, but there’s still a lot of room for improvement. In that respect, I was quite shocked that Kobetraveller reported recently for the 2 Raffles properties in Cambodia that they were not offering free BF to Plats and that they can take freedom with Accor rules. I would have not been surprised to hear that in a French Novotel or Mercure, but not at Raffles in SE Asia.
I see ALL as an opportunity to improve this.
When I highlighted this particular case to APAC management, they agreed this was an error and the hotel will be retrained.
I would expect that these issues will forever remain, at a couple of properties - even more important to highlight them when it happens.
I would put priority now on getting the rest of the non APAC properties to start towing the line when it comes to loyalty treatment.
Mar 13, 2019, 7:57 pm
#242
Join Date: Oct 2012
Programs: Dynasty Frequent Flyer (Elite Plus),Accor Platinum
Posts: 1,866
Maybe Accor should set up a system where there are a few steps an Accor member can do to report and be rewarded for reporting non compliance from hotels. Maybe a 24hr hotline? Penalties occur to the hotel owners financially if they are found to have denied major benefits like upgrade or APAC breakfast.
Mar 13, 2019, 10:06 pm
#243
Join Date: Jun 2007
Location: ASIA
Programs: TK Elite, ALL Plus Diamond, Marriott Platinum, Hertz PC
Posts: 3,530
Maybe Accor should set up a system where there are a few steps an Accor member can do to report and be rewarded for reporting non compliance from hotels. Maybe a 24hr hotline? Penalties occur to the hotel owners financially if they are found to have denied major benefits like upgrade or APAC breakfast.
Mar 13, 2019, 11:26 pm
#244
FlyerTalk Evangelist
Join Date: May 2009
Location: FRA / YEG
Programs: AC Super Elite, Radisson Platinum, Accor Platinum
Posts: 11,874
Maybe Accor should set up a system where there are a few steps an Accor member can do to report and be rewarded for reporting non compliance from hotels. Maybe a 24hr hotline? Penalties occur to the hotel owners financially if they are found to have denied major benefits like upgrade or APAC breakfast.
I'm actually not convinced that Accor HQ has any interest in forcing hotels to comply with the (meager) benefits, or to provide any meaningful benefits at all.
Let's just look at the upgrade benefit which is advertised as "upgrade to the next room category subject to availability; or upgrade to a room on a higher floor or with a better view".
The way it is worded it basically allows hotels to not offer an upgrade at all, or a homeopathic upgrade from a room overlooking the dumpster to a room overlooking the parking lot.
Leaving aside the whole debate about confirmed (suite) upgrades, a semi-useful benefit would be "Platinum members are entitled to an upgrade to the best available room category, up to the standard suite category, subject to availability at time of check-in".
Pair that with a dedicated Platinum line that is staffed 24/7 by people who are competent, customer-oriented and specifically trained to interfere when a hotel refuses to honour that benefit, along with a (monetary) disincentive for not honouring benefits (either on the corporate level and/or by having to offer compensation to guests), and things may slowly change for the better.
Same story with missing points: There are endless reports about points not posting properly. A cynic may get the impression that it's part of Accor's business strategy. The process of getting those points credited could hardly be more convoluted, time-consuming and annoying (due to many agents being incapable of dealing with something as simple as a missing points request).
A policy along the lines of "should the hotel fail to post the correct number of points within 14/21 days of check-out, the member shall be entitled to 2000 bonus points" or even "...2000 bonus points or twice the regular amount, whatever number is greater", should help to rectify this.
Last edited by Jasper2009; Mar 14, 2019 at 12:09 am
Mar 14, 2019, 1:20 am
#245
Join Date: Jul 2014
Location: Saint Brieuc
Programs: HHonors, Accorhotel Platinium, Nordic Choice Platinium
Posts: 966
I am also welcoming with " thanks so much for your loyalty" at Hilton and even IHG (even if I don't have any status with IHG), not at Accorhotels
Mar 14, 2019, 1:54 am
#246
Join Date: Jul 2014
Location: Saint Brieuc
Programs: HHonors, Accorhotel Platinium, Nordic Choice Platinium
Posts: 966
Anyway, once or twice a year when I'm really pissed off (upgrade refused, no welcome drink and bad welcome), after completing the survey, I also write Accor CC about the stay and I usually get 600 to 2000 points which are paid by the hotel. I think it is the only way to penalise the hotel.
I think I nearly could do this after nearly each stay in France, but I'm too lazy to do it every time
Mar 14, 2019, 2:14 am
#247
Join Date: Mar 2017
Location: Spain
Programs: ALL Plat, HH Gold, Marriott GE
Posts: 1,141
I don't really know if Hotel Management really gets penalised when guests leave negative remarks. I think the hotel can answer that it was full and that an upgrade was not possible.
Anyway, once or twice a year when I'm really pissed off (upgrade refused, no welcome drink and bad welcome), after completing the survey, I also write Accor CC about the stay and I usually get 600 to 2000 points which are paid by the hotel. I think it is the only way to penalise the hotel.
I think I nearly could do this after nearly each stay in France, but I'm too lazy to do it every time
Anyway, once or twice a year when I'm really pissed off (upgrade refused, no welcome drink and bad welcome), after completing the survey, I also write Accor CC about the stay and I usually get 600 to 2000 points which are paid by the hotel. I think it is the only way to penalise the hotel.
I think I nearly could do this after nearly each stay in France, but I'm too lazy to do it every time
In a hotel that "knows" it is in the wrong, you seldom get sent the Trust You survey ...... so your only way forward is via Accor CS and a 1 star Trip Advisory review...... and the cut and paste generic response that everything was fine and its a nice day, and see you soon .....
Mar 14, 2019, 2:24 am
#248
Join Date: Dec 2014
Programs: Flying Blue Gold, Accor Gold, Hilton Diamond, IHG Spire
Posts: 184
Mar 14, 2019, 2:45 am
#249
Join Date: Jul 2018
Location: Italy
Programs: Accor Gold, Marriott Titanium, IHG Diamond , Amex Platinum
Posts: 1,484
Same story with missing points: There are endless reports about points not posting properly. A cynic may get the impression that it's part of Accor's business strategy. The process of getting those points credited could hardly be more convoluted, time-consuming and annoying (due to many agents being incapable of dealing with something as simple as a missing points request).
A policy along the lines of "should the hotel fail to post the correct number of points within 14/21 days of check-out, the member shall be entitled to 2000 bonus points" or even "...2000 bonus points or twice the regular amount, whatever number is greater", should help to rectify this.
Even if i can think at it as a funny never ending story 😃
-800 points for stay not posted after 2 weeks
-claim to be credited and request of 2.000 bonus points as fee
-800 + 2000 points not posted after 2 months more
-claim to be credited 2800 points + another 2000 points double fee
-4800 points not posted after 10 years
-claim to be credited 4800 points + another 2000 points triple fee
-6800 points not posted after 40 years
-claim to be credited 6800 points + another 2000 points quadruple fee
-points not posted again
end of the story
“Here lies a loyal Accor hotels guest, he was on credit 8800 points”
Mar 14, 2019, 3:21 am
#250
Join Date: Jun 2018
Programs: Accor Platinum
Posts: 26
Same story with missing points: There are endless reports about points not posting properly. A cynic may get the impression that it's part of Accor's business strategy. The process of getting those points credited could hardly be more convoluted, time-consuming and annoying (due to many agents being incapable of dealing with something as simple as a missing points request).
A policy along the lines of "should the hotel fail to post the correct number of points within 14/21 days of check-out, the member shall be entitled to 2000 bonus points" or even "...2000 bonus points or twice the regular amount, whatever number is greater", should help to rectify this.
A policy along the lines of "should the hotel fail to post the correct number of points within 14/21 days of check-out, the member shall be entitled to 2000 bonus points" or even "...2000 bonus points or twice the regular amount, whatever number is greater", should help to rectify this.
Mar 14, 2019, 4:20 am
#251
Join Date: Feb 2013
Location: SFO, MNL, SIN, HAM
Programs: UA GS, SQ PPS, IHG Plat Amb, Marriot Gold, Hilton Gold, Club Carlson Gold, Accor Plat
Posts: 488
I'm not a fan of Bonvoy, but the Marriott guarantee is a good model: if you don't get the published benefits, you get $x in cash or points... Accor Corporate issues you the points, then charges the hotel for it.
One problem with the Accor customer service set-up is that they don't really do anything, but send it to the hotel to address - and the hotel may or may not do that, hence - as Dav77 says, you can die waiting for the issue resolution...
One problem with the Accor customer service set-up is that they don't really do anything, but send it to the hotel to address - and the hotel may or may not do that, hence - as Dav77 says, you can die waiting for the issue resolution...
Mar 14, 2019, 4:33 am
#252
Join Date: Jul 2018
Location: Italy
Programs: Accor Gold, Marriott Titanium, IHG Diamond , Amex Platinum
Posts: 1,484
I'm not a fan of Bonvoy, but the Marriott guarantee is a good model: if you don't get the published benefits, you get $x in cash or points... Accor Corporate issues you the points, then charges the hotel for it.
One problem with the Accor customer service set-up is that they don't really do anything, but send it to the hotel to address - and the hotel may or may not do that, hence - as Dav77 says, you can die waiting for the issue resolution...
One problem with the Accor customer service set-up is that they don't really do anything, but send it to the hotel to address - and the hotel may or may not do that, hence - as Dav77 says, you can die waiting for the issue resolution...
I have had some issues where I phoned the hotel to say “my friend could you please credit my points”, even if my comply to Accor CC was “if an hotel don’t do it, you should be able to force the system, credit my points and then you debit to the hotel”
if not; why to send invoice to Accor CC to have points credited ?
Mar 14, 2019, 7:12 am
#253
Join Date: Jan 2011
Location: YYZ
Programs: Accor ALL Diamond, AC Aeroplan 25K, Nexus/GE
Posts: 2,729
Same story with missing points: There are endless reports about points not posting properly. A cynic may get the impression that it's part of Accor's business strategy. The process of getting those points credited could hardly be more convoluted, time-consuming and annoying (due to many agents being incapable of dealing with something as simple as a missing points request).
Mar 24, 2019, 9:29 pm
#254
Join Date: Dec 2016
Location: Southeast Asia
Posts: 264
A tangental and trivial point . . . but I hope the new ALL App incorporates the Places functions so that Facebook is no longer necessary. The only reason I keep a Facebook Account (using a nickname with zero friends and posts) is so that I can log into the Places App.
I find the Places badges fun although the Points available are inconsequential. And they are definitely a finite undertaking except for the few new badges for hotel brands in the very few countries I visit. But they have definitely spurred me on to try brands and properties that I would otherwise have been too lazy to try. So I hope Accor (ALL) keeps thinking of new badges which may stimulate some bookings.
(Mainly though I am really curious to see the Diamond benefits list. Understand that this may require more time to make public but this may also stimulate 2019 bookings for people who are happy with it. Any indication as to the target month this may be released would be greatly appreciated for planning purposes.)
I find the Places badges fun although the Points available are inconsequential. And they are definitely a finite undertaking except for the few new badges for hotel brands in the very few countries I visit. But they have definitely spurred me on to try brands and properties that I would otherwise have been too lazy to try. So I hope Accor (ALL) keeps thinking of new badges which may stimulate some bookings.
(Mainly though I am really curious to see the Diamond benefits list. Understand that this may require more time to make public but this may also stimulate 2019 bookings for people who are happy with it. Any indication as to the target month this may be released would be greatly appreciated for planning purposes.)