Go Back  FlyerTalk Forums > Miles&Points > Hotels and Places to Stay > AccorHotels | Le Club AccorHotels
Reload this Page >

Existing bookings currently not visible on web/app.

Existing bookings currently not visible on web/app.

Old Jun 28, 19, 9:52 am
  #1  
Company Representative, Accorhotels
Original Poster
 
Join Date: Mar 2011
Location: France
Programs: Le Club AccorHotels
Posts: 681
Existing bookings currently not visible on web/app.

Dear Members,

We are currently experiencing a technical problem on the visualization of the bookings on the customer account and working hard to repair it as fast as possible.

Thank you for your patience,
Amy
gilbertaue and Thai-Kiwi like this.
AccorHotels Concierge is offline  
Old Jun 28, 19, 11:22 am
  #2  
Marriott Contributor BadgeAccor 10+ Badge
 
Join Date: Jun 2007
Location: ASIA
Programs: TK Elite, ALLPlus Platinum (formerly known as Le Club AccorHotels), Hertz PC
Posts: 3,441
Excellent first step Amy and Accor.

Now I'm on my phone and I can't see this message in the app - I am also unable to check if the same info appears on the website, which is where it belongs so that everyone who used the function knows what's going on when they can't see their bookings.

Posting it here is good, but will maybe have a reach of 0.001% of all your members.
starflyergold and Maelstrom like this.
gilbertaue is offline  
Old Jul 1, 19, 4:17 pm
  #3  
 
Join Date: Oct 2013
Location: East coast Australia
Programs: Virgin Gold
Posts: 11
Member advice

Originally Posted by AccorHotels Concierge View Post
Dear Members,

We are currently experiencing a technical problem on the visualization of the bookings on the customer account and working hard to repair it as fast as possible.

Thank you for your patience,
Amy
I had to spend an hour on the phone last week to find this out. On Friday it will be a 2 week outage. Why not advise members on the app and website as to what is occurring? I have over a dozen bookings up until October, I find it annoying to get the message 'you have no bookings ..yet' when I try to view them. Why not add a banner page to reveal what is happening and save member distress?
Maelstrom and baggyred like this.
Revolio is offline  
Old Jul 2, 19, 11:47 am
  #4  
Company Representative, Accorhotels
Original Poster
 
Join Date: Mar 2011
Location: France
Programs: Le Club AccorHotels
Posts: 681
Hello Gilbertaue,

Thanks for your reply to our message.
I confirm that the service concerned is already informed and we're currently working on the issue in order to fix it.
We will create a new thread if the problem occurs.

I remain at your disposal,
Amy
AccorHotels Concierge is offline  
Old Jul 2, 19, 9:07 pm
  #5  
Accor 10+ BadgeMarriott Contributor Badge
 
Join Date: Jun 2007
Location: ASIA
Programs: TK Elite, ALLPlus Platinum (formerly known as Le Club AccorHotels), Hertz PC
Posts: 3,441
Originally Posted by AccorHotels Concierge View Post
Hello Gilbertaue,

Thanks for your reply to our message.
I confirm that the service concerned is already informed and we're currently working on the issue in order to fix it.
We will create a new thread if the problem occurs.

I remain at your disposal,
Amy
Hi Amy,

I think you may have misunderstood.
Problems happen.

Why does Accor not have a banner on the website that says for example:

"We are facing issues with our website at the moment and logins may be effected" or
"Current bookings may not be visible at the moment as there is a system issue. Rest assured that all your bookings are safe. Please refer to your booking acknowledgement email as confirmation"

etc
gilbertaue is offline  
Old Jul 2, 19, 11:25 pm
  #6  
Moderator, Turkish Airlines Miles&Smiles & Le Club Accorhotels
Accor 25+ Badge
 
Join Date: Apr 2009
Location: BRU
Programs: TK*G, Le Club Accorhotels Platinum
Posts: 6,484
Originally Posted by gilbertaue View Post
Why does Accor not have a banner on the website that says for example:

"We are facing issues with our website at the moment and logins may be effected" or
"Current bookings may not be visible at the moment as there is a system issue. Rest assured that all your bookings are safe. Please refer to your booking acknowledgement email as confirmation"

etc
Might be easier that way to hide the ongoing IT problems from the CEO who never tires of speaking about the crucial role of IT.....
gilbertaue likes this.
starflyergold is offline  
Old Jul 4, 19, 6:38 pm
  #7  
 
Join Date: Oct 2013
Location: East coast Australia
Programs: Virgin Gold
Posts: 11
2 weeks now

After 2 weeks it must be getting hard to keep this secret. Too many members now affected. The absence of anything on the website or app might just indicate this will be the way things are under ALL. Website was average at best before $$$ started to be diverted in PSG, looks like it will get worse. (and I don't like soccer)
Revolio is offline  
Old Jul 5, 19, 1:34 pm
  #8  
Accor Contributor Badge
 
Join Date: Mar 2017
Programs: accor plat, HH Gold
Posts: 406
I get this now ....

hotel_user is offline  
Old Jul 9, 19, 9:38 pm
  #9  
 
Join Date: Aug 2014
Posts: 234
Came across this thread because I just made a booking - which then of course doesn't show on the website.

Interestingly - all bookings do show on my Accor IOS App
baggyred is offline  
Old Jul 10, 19, 12:42 am
  #10  
 
Join Date: Oct 2013
Location: East coast Australia
Programs: Virgin Gold
Posts: 11
Almost 3 weeks

I read your response Baggy, I am still in the same position, so I tried loading the app onto a completely new device. But situation unchanged...' you have no bookings to display. A comfy bed awaits.....' etc.

No response from the website, app or concierge on here as to how far away a resolution is.

Plenty of noise about how brilliant the ALL program will be, but this issue is just about forgotten or non-existent it seems.

The issue impacts on members who stay the most; do they really think their silence to this issue will encourage those multiple bookers to continue on the Accor journey?
Revolio is offline  
Old Jul 10, 19, 7:20 am
  #11  
 
Join Date: May 2018
Posts: 140
they are back after 4 days
thanks to customer care
kees
nkob is offline  
Old Jul 10, 19, 12:08 pm
  #12  
FlyerTalk Evangelist
Accor 25+ Badge
 
Join Date: Aug 2009
Location: Paris, France
Programs: AF/KL Flying Blue Platinum for life/Club2000 Ultimate, UA Mileage plus, Le Club Accorhotels platinum
Posts: 13,942
Originally Posted by nkob View Post
they are back after 4 days
thanks to customer care
kees
Indeed. All back now
Goldorak is offline  
Old Jul 10, 19, 5:29 pm
  #13  
 
Join Date: Oct 2013
Location: East coast Australia
Programs: Virgin Gold
Posts: 11
Finally restored

After 3 weeks minus one day, finally back to normal. Time to get booking. Hopefully this is a permanent fix.
Revolio is offline  
Old Jul 10, 19, 5:41 pm
  #14  
 
Join Date: Jan 2011
Location: YYZ
Programs: TK*G, AC Aeroplan, Fairmont Platinum, Starwood Gold, Nexus/GE, Hertz #1 Gold
Posts: 1,646
Mine aren't all back. There is one still missing from the Accor site. So, while the system may now be back to it's normal state, it's by no means working correctly. Just normal standard for Accor IT.
CanadaDH is offline  
Old Jul 11, 19, 12:25 am
  #15  
 
Join Date: Mar 2005
Location: PPQ/WLG/BKK
Programs: TG*G, Accor Gold
Posts: 7,282
All properly restored down here in NZ.
Thai-Kiwi is offline  

Thread Tools
Search this Thread