My booking disappeared..but wait there's more...

[liparj]

As a newly crowned Platinum member, I checked my online account tonight and noticed that my booking for 9 nights at All Seasons Bangkok Siam in February is no longer listed..The hotel is no longer listed on the Accor site either.

When I rang Accor's 24 hours number I was told the hotel is no longer part of the Accor group, effective from 18 December 2012.

I only booked this hotel because it was part of a 50% off deal in late November. Even if the booking stands it's likely I will forgo the points, guarantees and standards that Accor offers...Had I known this in advance I wouldn't have booked it!

To add insult I read some very recent Tripadvisor reviews on stays at the hotel and looks like the standard has really dropped.

Anyway I was told I need to check my booking status directly with the hotel or, I can talk with the Accor customer relations in Sydney, which I will do tomorrow, to find out where I stand.

I wonder what my options are? Has anyone experienced anything similar with Accor?

Must say I'm not impressed

 

[markis10]

Hotels leaving chains often produce similar results, I am not sure what recourse you have, but in terms of benefits I don't think you are missing much.

 

[serfty]

Was this a pre-paid booking?

 

[liparj]

Hi Serfty,

Yes, I had to prepay in order to get the 50% discount and it is non refundable...

 

[serfty]

That's unfortunate and it does limit your options.

The only thing you'll really be missing if you do stay are the points as indicated by Markis10.

If the rate was good, then keep it and confirm with the property, otherwise try to get a refund with a cancellation. I have no experience in either option.

 

[liparj]

Thanks I've spoken with Accor's Guest Relations in Sydney and they will investigate.. will post the outcome in due courseThey confirmed I would not get the points, which came as no surprise. Was only my second experience with Accor and could be my last....Let's see what they come back with. cheers

 

[liparj]

That's unfortunate and it does limit your options.

The only thing you'll really be missing if you do stay are the points as indicated by Markis10.

If the rate was good, then keep it and confirm with the property, otherwise try to get a refund with a cancellation. I have no experience in either option.

Good news

Accor's Director of Operations in Thailand emailed me this morning to apologise for losing my booking and to say that Accor is determined to ensure that I am not disadvantaged in any way due to this transition. (Nice touch)

He confirmed my booking at the discounted price PLUS will award my full entitlement of Le Club Points for the duration of my stay. (Wasn’t expecting that)

He has been in contact with the hotel’s General Manager to confirm the terms of my original booking and gave me the GM’s personal contact details.
Admittedly I didn’t book a 5 star hotel stay and the amount I paid was modest. I’m also not sure how much of this was helped along by my Platinum status but I am impressed with the way in which this has been resolved and the speedy response.

That’s what I call customer service. Perhaps this won’t be my last experience with Accor afterall..

 

[markis10]

Wow, thats rare but good to hear!

 

[yohy?!]

good outcome - to date the feeling on status benefits at accor has been pretty poor i think in general (they certainly hand out platinum to any man and his dog!)

 

[liparj]

Yeah, an extremely good result, I agree about the Platinum status.. seems to be the rule rather than the exception these days... didn't think it would hold much sway with Accor...(reminds me of the great Groucho Marx who once said “I don’t want to belong to any club that would accept me as one of its members.”) Just hope PC, SPG and Club Carlson treat me as well.

Anyway, following my previous post I wrote thanking all at Accor who helped to resolve this and I subsequently received emails from the hotel’s General Manager and the Australian Guest Relations area..certainly beyond my expectations but nice all the same..

Now, I wonder what my chances are of being upgraded from the Jnr suite I originally booked? (only joking)