Personal data hold by Accor
Nov 5, 2019, 5:05 am
#1
Original Poster
Join Date: Nov 2012
Location: Rhineland-Palatinate
Programs: *A Gold (A3), HHonor Gold
Posts: 5,698
Personal data hold by Accor
I made a request to Accor to provide me with all the personal data they hold about me, as it is my right per the GDPR. It took them 34 days to provide the information, a bit more than the 30 days required by the regulations but this is OK. The results arrived as a one time downloadable file, which then can be saved locally. Format is PDF and it is nicely formatted and readable.
The results are interesting, here are the various sections (of course this assumes the Data Privacy department was truthful and no data were voluntarily or involuntarily withheld):
The results are interesting, here are the various sections (of course this assumes the Data Privacy department was truthful and no data were voluntarily or involuntarily withheld):
- Identity: self-explanatory. A few field are empty for me: date of birth (Interesting as i think it is filled in the form I need to signed at hotels), profession, VIP Code
- Postal addresses. they have 3 for me, all of them the same (1 for communication, 2 for billing (?))
- Newsletter: list of subscribed or unsuscribed newsletter, with date of subscription
- Phone
- Text message (same as phone in my case)
- Mobile phone: it lists all my smart devices (past and present) I ever used with the App, including the serial number, OS version, last connection date. IMHO this is out of scope regarding their basis for processing and I will comment back on this.
- Social network: it is empty for me. So no Flyertalk mention.
- Terms and condition acceptance
- Password
- Connections: list of all connections to accorhotel made with date and connection status. IMHO this is out of scope regarding their basis for processing and I will comment back on this.
- Identification papers
- Wallet: some technical information about stored methods of payment
- Concur
- Loyalty program card
- Bookings, including a Cancellation cause if cancelled.
- Actual stays
- Preferences
- Segmentation: some code for your market segment. Mine is
- Enterprise
- Communications tracking: it is a bit weird. There are lots of entry for lots of stay, and all have a field: Satisfaction survey response date. But for example there are 30 entries for Seoul Ambassador Pullman. I stayed there once, had no Customer service notifications and answer the satisfaction survey once. But according to this I answered it 30 times in a span of 3 years, starting in 2016 while I stayed there in 2018. And the list goes on, with every hotel listed between 10 and 50 times, over a spread of several years including for hotel I stayed once and had no communication other than automated emails + end of stay survey. I will definitely comment on this as it seems that those data are simply wrong.
Nov 7, 2019, 10:43 pm
#4
Join Date: Jun 2007
Location: ASIA
Programs: TK Elite, ALL Plus Diamond, Marriott Platinum, Hertz PC
Posts: 3,530
Jan 2, 2020, 3:10 am
#5
Join Date: May 2010
Programs: Delta Silver, HH Gold, Accor Gold, IHG Platinum
Posts: 5,340
I also requested a data dump.
Interestingly I am a Low Earner Repeater - Not Mainly Eco
.
In terms of the VIP code, I am listed as shareholder.
Furthermore they keep track of the turnover per stay. I don't really get these number as they do not correspond clearly to the rate and some stays have a zero amoount.
Noticeably absent is any info pertaining to the use of Accor points.
Interestingly I am a Low Earner Repeater - Not Mainly Eco
. In terms of the VIP code, I am listed as shareholder.
Furthermore they keep track of the turnover per stay. I don't really get these number as they do not correspond clearly to the rate and some stays have a zero amoount.
Noticeably absent is any info pertaining to the use of Accor points.
Jan 2, 2020, 4:44 am
#6
Join Date: Mar 2000
Posts: 938
Jan 9, 2020, 6:56 am
#7
Formerly known as newbie elite
Join Date: Feb 2002
Location: YUL
Programs: IHG Diamond Ambassador, Accor Platinum, AC50K
Posts: 2,927
So after viewing this thread I sent Accor the following:
I got the following email this morning
My account has been deleted, lost all points, stays and SNU. I understand this is mostly my fault by using the IT jargon 'data dump' but you would think they would train their people and to perhaps check before nuking someone's account, especially working in the data privacy department of a global multinational corporation. Perhaps too much to ask for
Having just lost Platinum, I don't think it is even worth it to chase Accor to fix this, more effort than it is worth. But stuff like this should not happen at a supposedly global company. Reminds of of my decade in Paris working at a large investment bank being responsible for IT services for our sites outside of France. Was always a challenge explaining to French managers that not everything in the world works the French way (like the accounting software not accepting Cyrillic characters for example), quite the opposite. Was a hard concept for them to understand.
How do I even try to start to fix this mess...
Hello
I would like to request a data dump on all information Accor has on me in their files.
Thank you,
Xxx
I would like to request a data dump on all information Accor has on me in their files.
Thank you,
Xxx
I got the following email this morning
Dear Mr.,
I have reviewed your request to cancel membership in our ALL - Accor Live Limitless loyalty programme.
I confirm that your membership has been canceled and that your ALL - Accor Live Limitless account and personal data have been deleted from our database.
Best Regards,
ALL - Accor Live Limitless
Customer Service
I have reviewed your request to cancel membership in our ALL - Accor Live Limitless loyalty programme.
I confirm that your membership has been canceled and that your ALL - Accor Live Limitless account and personal data have been deleted from our database.
Best Regards,
ALL - Accor Live Limitless
Customer Service
My account has been deleted, lost all points, stays and SNU. I understand this is mostly my fault by using the IT jargon 'data dump' but you would think they would train their people and to perhaps check before nuking someone's account, especially working in the data privacy department of a global multinational corporation. Perhaps too much to ask for
Having just lost Platinum, I don't think it is even worth it to chase Accor to fix this, more effort than it is worth. But stuff like this should not happen at a supposedly global company. Reminds of of my decade in Paris working at a large investment bank being responsible for IT services for our sites outside of France. Was always a challenge explaining to French managers that not everything in the world works the French way (like the accounting software not accepting Cyrillic characters for example), quite the opposite. Was a hard concept for them to understand.
How do I even try to start to fix this mess...
Last edited by Admiral Ackbar; Jan 9, 2020 at 7:06 am
Jan 9, 2020, 7:10 am
#9
Moderator, Turkish Airlines Miles&Smiles & Accor ALL
Join Date: Apr 2009
Location: BRU
Programs: TK*G, Accor ALL Platinum
Posts: 7,587
My account has been deleted, lost all points, stays and SNU. I understand this is mostly my fault by using the IT jargon 'data dump' but you would think they would train their people and to perhaps check before nuking someone's account, especially working in the data privacy department of a global multinational corporation. Perhaps too much to ask for
Jan 9, 2020, 7:19 am
#10
Original Poster
Join Date: Nov 2012
Location: Rhineland-Palatinate
Programs: *A Gold (A3), HHonor Gold
Posts: 5,698
Here is the email I send to [email protected]
Admiral Ackbar, this should not have happened. Your email was not worded in the best way and you send it to the wrong target, nevertheless the full account deletion should be done after a second approval from you, requested by CS after they received your original request.
Paging Amy please, this is a real disaster from Customer Service.
As a European customer and data subject, I wish to make an access request under the GDPR for a copy of any information Accor Hotel keep about me, on computer or in manual form in relation to my information, including information stored on your 3rd parties and data processors.
My full name is: Nigel Teaoclock
My address is: Big Ben street, LO01 SW01, London
A copy of my passport is attached.
Please provide all instances where any item of personal data or metadata/inferred data/modelled data about my data has been transferred or sold to any third party indicating the date of transfer, the grounds of the transfer and the controller or processor it was transferred to
It may be helpful for you to know that a request for information under Article 15 of the GDPR you have 30 days to respond to the data subject answering in detail where their data has been stored on your network.
In detail
According to my right as a European citizen, a customer and a data subject under the empire of the General Data Protection Regulation (GDPR), I would like to formally request your organisation :
to identify itself
to acknowledge this message,
to communicate me the official statement by which your organization attests they will protect my privacy and
to send me a relevant copy of all the information your organisation has got about me as a personal
Once I will have received it, I will be deciding whether I would like Accorhotels:
to offer me to update the stored personal information related to my profile
to delete all my records from the marketing database and
to send me a confirmation of it with the proof of (secure) erasure.
In case of no answer
In case you wouldn’t answer this message in the right timeframe, I am afraid I will have to escalate this:
to your hierarchy, and furthermore,
to your Data Privacy Officer, if you have one,
- to the DPA in XXX because it seems your company is registered in that country and that GDPR is entirely applicable to your local regulation for privacy.
Best regards,
My full name is: Nigel Teaoclock
My address is: Big Ben street, LO01 SW01, London
A copy of my passport is attached.
Please provide all instances where any item of personal data or metadata/inferred data/modelled data about my data has been transferred or sold to any third party indicating the date of transfer, the grounds of the transfer and the controller or processor it was transferred to
It may be helpful for you to know that a request for information under Article 15 of the GDPR you have 30 days to respond to the data subject answering in detail where their data has been stored on your network.
In detail
According to my right as a European citizen, a customer and a data subject under the empire of the General Data Protection Regulation (GDPR), I would like to formally request your organisation :
to identify itself
to acknowledge this message,
to communicate me the official statement by which your organization attests they will protect my privacy and
to send me a relevant copy of all the information your organisation has got about me as a personal
Once I will have received it, I will be deciding whether I would like Accorhotels:
to offer me to update the stored personal information related to my profile
to delete all my records from the marketing database and
to send me a confirmation of it with the proof of (secure) erasure.
In case of no answer
In case you wouldn’t answer this message in the right timeframe, I am afraid I will have to escalate this:
to your hierarchy, and furthermore,
to your Data Privacy Officer, if you have one,
- to the DPA in XXX because it seems your company is registered in that country and that GDPR is entirely applicable to your local regulation for privacy.
Best regards,
Paging Amy please, this is a real disaster from Customer Service.
Last edited by fransknorge; Jan 9, 2020 at 7:36 am
Jan 9, 2020, 7:24 am
#11
Formerly known as newbie elite
Join Date: Feb 2002
Location: YUL
Programs: IHG Diamond Ambassador, Accor Platinum, AC50K
Posts: 2,927
Thank you for the posts, yes I agree 100% this is on me (I saw this thread late at night and shot off a quick email at address listed). In retrospect I should have been much more thorough.
To be clear I DID send the original email to [email protected] it is customer service that replied but from that same email address so I believe even if my request was poorly worded, which it was, I sent it to the proper department.
But they shouldn't nuke an account without confirming with me first! I just hope all my reservations have not been deleted as well, I have no way to check unless I call all the hotels I have reservations at this year (20 nights so far). What a mess.
To be clear I DID send the original email to [email protected] it is customer service that replied but from that same email address so I believe even if my request was poorly worded, which it was, I sent it to the proper department.
But they shouldn't nuke an account without confirming with me first! I just hope all my reservations have not been deleted as well, I have no way to check unless I call all the hotels I have reservations at this year (20 nights so far). What a mess.
Last edited by Admiral Ackbar; Jan 9, 2020 at 7:29 am
Jan 9, 2020, 7:43 am
#12
Join Date: May 2018
Posts: 339
i agree that its a real shame that they delete your account
A simple are you sure ? should be normal
email one hotel if you are still have a reservation?
when you booked early you got better rates offcourse
so they have to solve this quickly
greetings
cornelis
A simple are you sure ? should be normal
email one hotel if you are still have a reservation?
when you booked early you got better rates offcourse
so they have to solve this quickly
greetings
cornelis
Jan 9, 2020, 7:50 am
#13
Formerly known as newbie elite
Join Date: Feb 2002
Location: YUL
Programs: IHG Diamond Ambassador, Accor Platinum, AC50K
Posts: 2,927
Yep all private sales 40% bookings, will call them later have other more pressing things to do like work 
Guessing I won't be getting my welcome beverage at the Chateau Frontenac next week!
Guessing I won't be getting my welcome beverage at the Chateau Frontenac next week!
Last edited by Admiral Ackbar; Jan 9, 2020 at 8:58 am
Jan 9, 2020, 5:05 pm
#15
Join Date: Dec 2016
Location: Southeast Asia
Posts: 264