Beyond angry at Accor Hotels [Now Resolved - Nicely!]

[cmdwedge]

Hi chaps,

I have a 7 day trip to HKG in February, and booked two rooms at the Novotel there, about a month ago. The website wasn't working for me (it showed rooms as available, but when attempting to book, it wouldn't allow it), so I rang the hotline and spoke to some lady from Accor bookings. She tried it herself, failed as I did, and then split the booking into two separate rooms, which worked for some reason. All good. It was pre-paid so I paid on the spot with my Amex, she read out the terms and conditions and whatnot, and I confirmed that the terms were correct (7 nights, two rooms, et al).

I was just about to book a month of hotels in the US for March, and checked my A-Club login to see whether my bookings for HKG appeared - they did. One booking per room (as expected) but one room was about $8800HKD for 7 nights - and the other room was $9400HKD - FOR SIX NIGHTS.

Now I'm not complaining about the price difference, I knew that one room worked out more expensive and took that into account. But why did they only book 6 nights on the 2nd room? It doesn't make sense!

So I rang the booking hotline again today, and the lady's immediate response was 'these were prepaid, so I can't change them. Sorry'. And that's it. I asked her to play back the audio from the booking I made a month ago, as that would clearly show that I was offered two rooms, 7 nights EACH, and a certain price, to which I agreed.

Their attitude is really just 'well, tough luck!'. Disgusting. Any ideas?

 

[The Rok]

AMEX - Chargeback. Make a new booking.

 

[cmdwedge]

AMEX - Chargeback. Make a new booking.

Yeah I thought of that - unfortunately part of the booking was a sale price, and the promotion period is over. It would cost me a mint to rebook them all - almost double the price.

 

[The Rok]

Then maybe pick a different hotel. Either way I would do the chargeback.

 

[markis10]

Chargeback for one night short, seems a bit silly, I would negotiate with the hotel on check in, I suspect a happy conclusion will result!

 

[The Rok]

Chargeback for one night short, seems a bit silly, I would negotiate with the hotel on check in, I suspect a happy conclusion will result!

I am not sure cost is the issue, more availability. If it were me I would not be prepared to take the chance that on check in the 2nd room would not be available for the 7th night. If there was plenty of available rooms then I would actually just pay for an additional night and move on, maybe speak to the hotel on check in and see what they offer. I am not one for arguing over little things.

In this case unless Accor are prepared to modify the booking up front then the OP may not have any other choice but to do a charge back and seek alternative accommodation.

Like I said, if the 2nd room is available for the 7th night then I would just book it, pay for it and speak to the duty manager on check in, if not then full charge back and find a different hotel.

 

[Simo]

I would either ring the hotel directly and see if they can offer a better price or wait until you get there and see what happens at the desk.

You would have got a confirmation e mail it would have been able to be fixed up then.

If you don't want to risk my first option.

Ring and ask to speak to a supervisor in the call centre.

I have had an issue with Accor ages ago and I try and avoid them if possible.

 

[Taezar]

I would email the address for the hotel - it is usually on the right hand side of the email halfway downish from memory.
That is usually handled by someone in a supervisory position - ie. House Operations Manager replied to my one for Xian.
Go soft, and see how you go.

 

[Alanslegal]

i would pay for the 7th night on the 2nd room, speak to the duty manager about the issue, if its not resolved onsite, i would do a chargeback on the 7th night upon my return.

 

[bat21]

I am not sure which Novotel you have booked in but if it is the Kowloon side then I have stayed there many times and you will find the people very friendly and willing to look at helping you out as they have done for me on a few occasions. Forget dealing over the hotline, they are merely a booking agency. Speak or email the hotel direct. You will find they will work it out for you.

Bat21

 

[LiamR]

Best to deal with the hotel directly in these situations. There is a lot more they can do to sort this out.

 

[markis10]

Best to deal with the hotel directly in these situations. There is a lot more they can do to sort this out.

I agree, send them an email explaining the position you have been put in, they are not in the hospitality business for nothing!

 

[cmdwedge]

Thanks for the advice, everyone. I guess my main issue is that I had a verbal contract over the phone, as the lady said that it was 2 rooms for 7 nights each, told me the price, and I agreed to it. Then she went and booked something different - but Accor somehow thinks this is my fault.

I'll email the Novotel (Nathan Road Kowloon) directly - I'd rather avoid doing a chargeback.

 

[Taezar]

Thanks for the advice, everyone. I guess my main issue is that I had a verbal contract over the phone, as the lady said that it was 2 rooms for 7 nights each, told me the price, and I agreed to it. Then she went and booked something different - but Accor somehow thinks this is my fault.

I'll email the Novotel (Nathan Road Kowloon) directly - I'd rather avoid doing a chargeback.

Unfortunately the onus is on the customer to check the booking confirmation at the time of booking.
:-|
Good luck and let us know how it goes. I have found the hotels themselves nothing but helpful (diametricly opposed to the Call Centre staff)

 

[Timba-Jet]

Unfortunately the onus is on the customer to check the booking confirmation at the time of booking.
:-|

But how would that be possible in the OPs situation when it was a phone booking?

 

[Taezar]

But how would that be possible in the OPs situation when it was a phone booking?

Because you get the email confirmation almost instantly.

 

[Timba-Jet]

Because you get the email confirmation almost instantly.

I had wrongly assumed this error was picked up immediately but reading the original post again, it was 1 month later. Agree you have much better chance of remedy if you dispute booking error within 24 hours.

 

[cmdwedge]

A good result. After an email and phone call to Accor Guest Services here in Australia, they investigated the matter and realised that the mistake was indeed on their end, and the final, 14th night will be gratis. Accor themselves will pay the hotel for the 14th night.

Thanks very much for your advice, guys. I am now once again looking forward to my first trip to Hong Kong.. and first international flight with our 1 and 2 year old boys!

.... I have a feeling that this matter with Accor is the least of my worries.

 

[Simo]

a great outcome,

Have a great holiday with the 1 and 2 year olds..

Simo

 

[Jama]

A good result. After an email and phone call to Accor Guest Services here in Australia, they investigated the matter and realised that the mistake was indeed on their end, and the final, 14th night will be gratis. Accor themselves will pay the hotel for the 14th night.

Thanks very much for your advice, guys. I am now once again looking forward to my first trip to Hong Kong.. and first international flight with our 1 and 2 year old boys!

.... I have a feeling that this matter with Accor is the least of my worries.

Thats a good outcome and totally unexpected. Even as a long term paid member, my experience is Accor have no idea what customer service is and don't care.