Thinking of giving up on Accor hotels /ALL loyalty programme..

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  • sparkyflier
    Participant

    I have been a member of the Accor loyalty programme for a number of years, more recently branded as ALL. After somewhat underwhelming stays at their Sofitel and Pullman hotels in the Gulf and Europe a few years ago, I was not too concerned about dropping from Gold status to Silver. In my opinion they never quite matched the IHG equivalent branded hotels.

    But in 2021 I had some pleasant stays and they also had a scheme to entice people to stay more with them, which I thought I had registered for. The offer was an ascending one, first 2 night stay x points, second more points etc.

    So I stayed at Accor branded hotels on at least 3 EU cities to achieve the offer. From past experience with other groups I know these points in addition to stay/spend points are added after the offer cycle.

    So last week I saw they had not and then called (the Accor website does not give any contact telephone customer service number or at least very, very difficult to find) a reservation number and was given the number of the right department. Thankfully I spoke with a human pretty quickly.

    We discussed the issue and she said she would investigate it and email me back. She seemed a pleasant person. I thought all was fine and I would get the points. Until she did email and said she could not add them as there was no record of me having registered for the offer. I was very disappointed and appealed and explained it was very clear I had tried to achieve the offer, and had done so – perhaps my phone or laptop went offline at the precise time I clicked on it.

    Still there is no progress and I feel that Accor are being pedantic and bureaucratic to not add those points.

    But am I being unreasonable to expect them to show goodwill and add the points anyway?

    Meanwhile on Friday I called IHG (where I am platinum) and they were excellent, helpful and apologized profusely for incorrectly not adding the right points from a previous stay.

    Now that I am Gold with Accor I was thinking of (at a time of less travel) focusing any stays with the groups most likely to be in the right locations for planned or potential stays in the next months (IHG, NH and Accor) and aim to get Platinum status, but now am very inclined to avoid them altogether. It is not even a vast amount of points, but feel it is very mean spirited and pedantic.

    I have already cancelled one booking and was thinking to book a Sofitel for an upcoming trip but have switched it to an NH Collection.

    Does anyone else feel Accor are being unreasonable? And does anyone have a similar experience with a hotel loyalty club and how the issue was solved? Or is there a group which you find the phone customer services staff are always formidable?

    I look forward to your thoughts and experiences.

    4 users thanked author for this post.

    MartynSinclair
    Participant

    And does anyone have a similar experience with a hotel loyalty club and how the issue was solved? Or is there a group which you find the phone customer services staff are always formidable?



    @Sparkyflier
    – not the same but similar issues. I find the executive lounges very beneficial for work and benefit from complimentary drink and food offerings, especially when I am seeing several people per day.

    The 2 main hotels I am currently using, at the moment have not fully opened their lounges. GM’s confirmed this is not only down to covid restrictions, but also staffing levels and budgets. I take the view that loyalty works both ways – and I have no issue with certain benefits not being available during these difficult times. I am just happy both hotels have survived the current situation. In the case of one hotel the rates are so ridiculously low at the moment, I am happy for my bill to be increased by paying for benefits that otherwise would have be thrown in.

    In your situation of registering for benefits like double points, do Accor send an email to confirm registration?

    I have been in your situation with Bonvoy.. in October / November 21. I let the issue go. But there again, Bonvoy and the hotels I use within the group always look after me.

    3 users thanked author for this post.

    GBAIR72
    Participant

    I have tried them all. I feel IHG has the best programme, although the Hilton is better if you travel a lot. (Those business trips are gone) I found with IHG credit card I could keep status with less hotel stays.


    ASK1945
    Participant

    I have tried them all. I feel IHG has the best programme, although the Hilton is better if you travel a lot. (Those business trips are gone) I found with IHG credit card I could keep status with less hotel stays.

    Before I retired I was Platinum Elite status with IHG. However, once I did retire and business travel disappeared, I rapidly dropped down to Gold status. Like you, I have been able to retain this by using my IHG Mastercard when Amex was not available.

    3 users thanked author for this post.

    Kopite
    Participant

    I have varying degrees of status with most of the global hotel brands and frankly the Accor program is the worst to keep track of and manage.

    Most programs Hilton, Bonvoy, IHG give you free rooms for ‘X’ number of points so once you have points accumulated and status it’s easy to book a room for “free” and you know the cost in points.

    Accor have this crazy system where “X” points gives you a €40 credit against a room booking. That just doesn’t work for me.

    If I book a hotel room in Saigon in VND (Dong) how do Accor calculate a €40 discount ?

    Their frequent guest program is just not easy to use on redemption and often stays and points are missed and you ha e to chase them up. I recently spent 12 nights in a Novotel in London but it took me a month to get my points credited manually as their system just failed again. I’m Accor Gold but honestly it’s my last resort and they only got 12 nights out of me recently because I got an
    exceptional low room rate.

    Move to Hilton if I was you. Free breakfast once you hit “Gold” !

    4 users thanked author for this post.

    Anthony
    Participant

    Personally I found ACCOR the least likable or user friendly programme for various reasons. Happier with Hilton overall, less so with IHG. In Rank order then, 1. Hilton, 2 IHG, 3. Accor.

    3 users thanked author for this post.

    alwaysinclub
    Participant

    I am ALL Diamond and have no better luck than anyone else. It took me several emails and 10 days to get hold of 28,000 ALl points for a cancelled, refundable booking.
    Personally I quite like the system of 40 euros discount against a room and the benefits of upgrades (never failed to get one) but I find their customer service poor and lounge access hit and miss. I find getting decent rooms redeeming IHG points difficult and Bonvoy redemption rates are extremely high. For example I completed 71 nights last year with Bonvoy and only got 76,000 points (room rates were low obviously). Recognition of status was good though.
    I think it’s a tough time for hotels so all I hope for is people’s livelihoods to be protected and if that means giving up a few perks along the way, so be it.

    2 users thanked author for this post.

    LuganoPirate
    Participant

    I was an Accor shareholder and used to receive Platinum status as a benefit. However they then downgraded shareholder status to Gold so am now Gold, even though I sold the shares some time ago. Seems they update the list every 3 years or so. However, I agree the loyalty programme is quite useless. Even as Platinum I never received a room upgrade and my only benefit was a free beer or soft drink!! I’ve given up on them completely.

    3 users thanked author for this post.

    Swissdiver
    Participant

    Gold status with Accor: I almost always get an upgrade, although admittedly I have sometimes to ask for it. As I get a late checkout when needed. And room availability is guaranteed in most of the cases. So, yes, I like them. In addition, they have that Business Plus card: EUR 170 per year that give up to 20% discount on room prices.

    Platinum Elite with IHG, that for some reason I manage to keep. Same treatment. The problem is the lack of properties in Europe in the higher segment.

    So for me, the former is better.

    Now when it comes to the retroactivity of an offer, I guess the goodwill would come on a case by case basis. There is furthermore probably also a cultural element. Accor has a lot of French clients, for obvious reasons. And the latter will more often try to get a promotion, even if they did not register. So I would expect customer service to be more defensive, compared to other brands.

    1 user thanked author for this post.

    IanFromHKG
    Participant

    Does anyone else feel Accor are being unreasonable? And does anyone have a similar experience with a hotel loyalty club and how the issue was solved?

    I had a similar issue signing up with a very attractive offer by AmEx in HKG. I had omitted one vital step but met all the other requirements. I had many calls with AmEx pleading for leniency and got *almost* everything I would have had under the offer (and importantly for me, I got the things I was really aiming for, which was Priority Pass cards for my Offspring). However, it did take quite a bit of perseverance, politeness and persuasion, over multiple calls as things were escalated, moved around inside AmEx to different personnel and departments. However, I did persevere and, as I said, got the things I really wanted. I would suggest you keep trying, but at all times be polite. One trick we have learnt over the years is to use the question “How can you help me?”. Five very powerful little words that encourage the listener to think of solutions.

    Good luck!

    1 user thanked author for this post.
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