How does Accor treat you as an Elite guest?

[elanshin]

Property: Pullman Kuching
Status: Accor Platinum (just had Plus drop)
Room booked: Superior King + Family Room
Room upgraded/type: Executive Suite + (Likely Executive King - none available at early check in)
Rate: 1249.50 MYR ($428.69 AUD)
Free internet: Yes
Free Breakfast: Yes
Early check in/late out: Early Check in for Suite, offered twin for early check for 2nd room, however opted to wait as we had a suite to put bags and wait in
Welcome drink: Yes, 3 Digital + 1 paper
Welcome gift: Yes (right now as I typed this) Plate of chocolates and fruit bowl.


Just checked in. Thought I'd write this up first as It'll be a busy weekend and I'll likely forget to pop the details in afterwards.

Post automatically merged: Sep 6, 2024

I think you should still expect upgrades when booked as a RHR. I've generally had upgrades and I don't think that should be used as an excuse not to upgrade.

I get upgrades on RHR all the time - subject to availability.

Just that sometimes it's hard to work out that you got upgraded.
Or other times some hotels put some of their highest rooms on RHR.

 

[aikman]

Property: Novotel, Melbourne Airport
Status: Accor Plus Platinum
Room booked: DELUXE ROOM, 1 King (RHR)
Room upgraded/type: No upgrade. But wasn't expecting one for RHR
Rate: $150
Free internet: Yes
Free Breakfast: From status
Early check in/late out: Not needed
Welcome drink: Yes, digital
Welcome gift: Chocolate plate, still and sparkling water

Not a bad plate of chocolate, Mrs Cloud informs me... bloody diet

View attachment 406940

I booked the same room as you - king room on RHR and I also didn't get an upgrade as Accor Plus Platinum.

I did see the lady with the trolley carrying the chocolate plates and she had dozens. There must be a lot of guests with status using this hotel.

 

[Cloud9]

I booked the same room as you - king room on RHR and I also didn't get an upgrade as Accor Plus Platinum.

I did see the lady with the trolley carrying the chocolate plates and she had dozens. There must be a lot of guests with status using this hotel.

Yeah, most likely.
Got the suite on RHR for next week before a boozy trip to Adelaide. Will report back on how comfy the living room is.

 

[vievems]

Property: Pullman Reef Hotel Casino, Cairns
Status: Accor Plus Gold
Room booked: SUPERIOR ROOM, 1 King Size Bed, City Views with Spa Bath
Room upgraded/type: No Upgrade
Rate: Member Sale Rates (35% off?)
Free internet: Yes
Free Breakfast: No
Early check in/late out: Not asked for, nor required
Welcome drink: Yes, 2 paper-based vouchers
Welcome gift: Yes, bottle of Accor's finest house wine + 2 bottles of water

I really enjoyed my stay at the Pullman Reef Hotel Casino and was happy with the room I booked, although it would have been nice to get an upgrade (I probably also need to ask about upgrades when checking in). My check in package included 2 paper-based drink vouchers as well as some keno and casino vouchers.

I didn't think I was getting a welcome gift as there was nothing in the room when I arrived (about 2pm) but it turns out they just don't deliver them to later in the day. A bottle of white wine and two complementary waters were delivered when I went out sometime between 5pm and 6:30pm.

For those water lovers, as part of the room amenities they include two bottles of water as well - one still, one sparkling - and you can call up to get them replenished. Turn down service includes chocolates.

I had dinner in Tamarind and was able to use my Accor Plus card for 25% discount (single diner only).

All up an enjoyable stay.

 

[sudoer]

All up an enjoyable stay.

Thanks for the detailed review and a belated AFF welcome. I look forward to reading your future experiences in this thread.

 

[Daver6]

Property: Sofitel Singapore City Centre
Status: Accor Plus Platinum
Room booked: base room
Room upgraded/type: Club room (not really an upgrade)
Rate: flexible
Free internet: Yes
Free Breakfast: Yes
Early check in/late out: late checkout not offered but requested one and granted 4pm
Welcome drink: Yes, in app
Welcome gift: Not sure?

Disappointing stay all up. A few days prior received the usual email asking for any preferences/requests. I just asked for a room in a quite location. Usual response saying they can't promise anything blah blah. Thinking about it, what's the point of these emails then? Just to annoy you with a response like that?

Fast forward to check-in around 6:30pm. I've been upgraded to a club room. It's a nonsense upgrade. All rooms except suites are identical in size and amenities. Worst of all, I'm given 1804 which could not be any closer to the elevators. Sure enough, every morning from 6am I'm woken by pings. I don't believe for a second that's the quietest room they have. Super annoyed.

Other things that rubbed me the wrong way. Exec lounge breakfast only starts at 8am. Pretty useless if you have work to get to in the morning, so most mornings I ate in the main restaurant. By Asian/Singapore standards it's pretty average. Breakfast in the lounge is nice and quite but my gosh the cook to order options are slow when it's basically empty. Also, it was always warm and since they've moved from the space on level 6, it's not really an inviting space.

Next annoyance. In the middle of the night the air-con doesn't turn off, but it gets much warmer. This happened to my team members too.

Finally, I've stayed there a bunch of times. Each time I give the same feedback. A bathtub is useless if there only soap/shampoo is in the pump bottles in the shower. How are you meant to wash in the tub?! Nothing ever done about that.

Positives are the location for me (proximity to office). The pool is lovely and never overly busy. Access to the Virgin Active club is fantastic. Great perk. Also being right about Tanjong Pagar MRT is a bonus.

 

[padders]

Have a 7 day stay coming up in Cairns and I'm a Plus Silver member. (Thanks Amex.)

What are the chances I'll get breakfast at 50% off for two adults, and free breakfast for my small person?
Or am I going to end up with 33% off three breakfasts?

 

[Subharpoon]

Property: Peppers The Hills Lodge Castle Hill
Status: Accor Plus Gold
Room booked: Superior Room
Room upgraded/type: No
Rate: flexible
Free internet: Yes
Free Breakfast: No
Early check in/late out: Not required
Welcome drink: Yes, in app
Welcome gift: Lindt chocolate balls

 

[Daver6]

Property: Sofitel Singapore City Centre
Status: Accor Plus Platinum
Room booked: base room
Room upgraded/type: Club room (not really an upgrade)
Rate: flexible
Free internet: Yes
Free Breakfast: Yes
Early check in/late out: late checkout not offered but requested one and granted 4pm
Welcome drink: Yes, in app
Welcome gift: Not sure?

Disappointing stay all up. A few days prior received the usual email asking for any preferences/requests. I just asked for a room in a quite location. Usual response saying they can't promise anything blah blah. Thinking about it, what's the point of these emails then? Just to annoy you with a response like that?

Fast forward to check-in around 6:30pm. I've been upgraded to a club room. It's a nonsense upgrade. All rooms except suites are identical in size and amenities. Worst of all, I'm given 1804 which could not be any closer to the elevators. Sure enough, every morning from 6am I'm woken by pings. I don't believe for a second that's the quietest room they have. Super annoyed.

Other things that rubbed me the wrong way. Exec lounge breakfast only starts at 8am. Pretty useless if you have work to get to in the morning, so most mornings I ate in the main restaurant. By Asian/Singapore standards it's pretty average. Breakfast in the lounge is nice and quite but my gosh the cook to order options are slow when it's basically empty. Also, it was always warm and since they've moved from the space on level 6, it's not really an inviting space.

Next annoyance. In the middle of the night the air-con doesn't turn off, but it gets much warmer. This happened to my team members too.

Finally, I've stayed there a bunch of times. Each time I give the same feedback. A bathtub is useless if there only soap/shampoo is in the pump bottles in the shower. How are you meant to wash in the tub?! Nothing ever done about that.

Positives are the location for me (proximity to office). The pool is lovely and never overly busy. Access to the Virgin Active club is fantastic. Great perk. Also being right about Tanjong Pagar MRT is a bonus.

A few days after the stay I received the usual survey. I gave my honest feedback. To their credit a senior duty manager replied wit this which just irked me. It failed to address any real concerns.

We are in receipt of your post stay feedback, and would like to thank you for articulating the details of your experience during your recent stay in Sofitel Singapore City Centre. We sincerely apologize for the inconveniences that you experienced during their recent visit to Sofitel Singapore City Centre.



We have ensure your preference for a quite room away for the lift, to provide the bigger sachet of toothpaste and additional soap & shampoo at the bathtub is indicated on your profile in order to ensure the success of your future visits. Allow me to assure you that your most recent experience is not the standard of Sofitel Singapore City Centre. It is never our intention to cause our guests any unnecessary stress or inconvenience.



We hope that this atypical experience will not deter you from visiting our property again. Please do not hesitate to contact me directly and I will be pleased to be your point of contact for your upcoming stay with us.

I also checked my Accor profile and it clearly has me down as a room away from the elevator. So two bits of information that had on it and couldn't manage it. I let him know his response failed to address most of my concerns and that I had little faith in his ability to deliver.

 

[Denali]

Property: Novatel Sydney Olympic Park.
Status: Accor Gold.
Room booked: Superior King Room.
Room upgraded/type: Suite with balcony.
Rate: non refundable/Event night rate for concert
Free internet: Yes.
Free Breakfast: Didn't ask as we don't like the buffet here.
Early check in/late out: Didn't ask.
Welcome drink: Yes.
Welcome gift: Some fudge that Mr Denali ate before I got to take a pic

 

[austgap]

Property: Raffles Jakarta
Status: Accor Platinum
Room booked: Artist Suite King NS (via SNU)
Room upgraded/type: No further upgrade
Rate: ~$300/night
Free internet: Yes
Free Breakfast: Yes - both club floor and restaurant
Early check in/late out: late checkout not offered but requested one and granted 1pm
Welcome drink: Yes, used for a selection of drinks at the lobby bar
Welcome gift: Fruit and chocolates

Great hotel and the club floor was easily one of the best with some great a la carte options each night so much that there wasn't a huge amount of temptation to leave the hotel!

 

[austgap]

Property: Sofitel Kuala Lumpur
Status: Accor Platinum
Room booked: Luxury Room
Room upgraded/type: Junior Suite
Rate: ~$170/night
Free internet: Yes
Free Breakfast: Yes - restaurant only
Early check in/late out: N/A
Welcome drink: Yes, used for a limited selection of drinks at the pool bar
Welcome gift: Plate of chocolates

Bit of a shift back down the order after staying at Raffles. Seemed to be full of a Chinese business conference so everything about the hotel was just pure chaos, particularly breakfast - which we felt was quite limited even without the big crowds. Pool area is small and club floor was decent for afternoon coughtails.

Room had a real bad smell which was highlighted when I saw the towels had mould on them. Staff didn't really care and the manager on duty said nothing could be done except change the towels as the hotel was full.

 

[austgap]

Property: Pullman Singapore Hill Street
Status: Accor Platinum
Room booked: Studio Suite (via SNU)
Room upgraded/type: No further upgrade
Rate: ~$425/night
Free internet: Yes
Free Breakfast: Yes - both club floor and restaurant. However restaurant had a 30min wait so went to club floor
Early check in/late out: Late check-out declined at check-in due to PH, however pushed and got one hour (1pm) when I went downstairs the next morning.
Welcome drink: Yes, very limited selection. Literally just beer at the rooftop Mexican bar
Welcome gift: Fruit and chocolates

Quick overnight on return back to AU, didn't realise it was a PH the next day so the hotel and club floor was heaving! Totally fine if not a bit soulless and the staff seemed very overwhelmed/cold. Club floor was decent for the PM canapes and just OK in the morning.

Easy walk for the MRT back to Changi.

 

[austgap]

Property: Novotel Newcastle Beach
Status: Accor Platinum
Room booked: Standard Room
Room upgraded/type: Superior room (?)
Rate: Via AMEX GBT - $250?
Free internet: Yes
Free Breakfast: Yes - didn't partake due to early flight.
Early check in/late out: N/A
Welcome drink: Yes, didn't use due to work function.
Welcome gift: Cheese plate and bottle of wine.

 

[Flyfrequently]

Property: Garrya Tongsai Bay , Koh Samui
Status: Accor Plus Gold.
NOTE: Rate was $80 per night more with Accor so booked through Qantas Hotels
Rate : Fully flexible $304 p.n with 9 point per $ spend promo.
6 nights stay = $1825
Room booked : Beachfront King Suite with breakfast, free wifi.
Upgrade : No and happy with booked suite as the higher categories have way more steps and rocky paths
Early check-in: Yes, 11am.
Late check-out: Not required
Welcome amenity:  Yes, fruit and cookies in the room.
Welcome drinks: Accor Gold status acknowledged even though didn't book via Accor and given 2 vouchers, could be used on sparkling wine, red/white, coughtail/mocktail or soft drink.

Sepcial note on booking for birthday: Acknowledged with cake and 2 glasses of sparkling wine delivered to the room.


Very pleased with the attentive staff and on call buggy service due to the terrain.
If you have mobility issues, this hotel may not be ideal but it is possible to book a room on the ground floor in the main building and utilise all bar one restaurant and the adults only pool.


The property was built in 1987 with additional accommodation (villas) added over subsequent years up on the hill with amazing views.

17 steps down from our first floor room in main building or you could walk up 45 steps to get your buggy to the lobby!


Excellent in room air-conditioning and room cleanliness.
As much bottled water as you want and water top ups and cold towels throughout the day down by the pool.

The 3 restaurants are open air but you can request a fan as we did on several occasions. I find it hard to enjoy a meal if I am too hot.

The location is very isolated but we knew this and the plan was to dine in every night.
No issue utilising Accor Plus Dining discount on every dinner.
Need to take a taxi if you want to eat off site though about 12 minutes walk away is a small group of shops.

Great for peace and quiet, many honeymooners here!

 

[aaronm]

Property: Mercure Warragul
Status: Accor Plus Gold
Room booked: Superior King
Room upgraded/type: No Upgrade
Rate: Accor Plus flexi
Free internet: Yes
Free Breakfast: No
Early check in/late out: Not requested
Welcome drink: Sort of
Welcome gift: Yes?

Standard Mercure regional hotel, room modern and clean with the expected amenities. Downstairs bar/restaurant is independently operated so no Accor Plus discount on offer. Advised on check in that welcome drink and gift were in the room. Had to call reception to confirm which items were included vs minibar as it was a little confusing. Turned out welcome drink was a tiny bottle of cuvee brut, welcome gift a single can of lemonade. I don’t expect much for free but this seemed downright cheap, at least the water was included!

 

[Daver6]

A few days after the stay I received the usual survey. I gave my honest feedback. To their credit a senior duty manager replied wit this which just irked me. It failed to address any real concerns.



I also checked my Accor profile and it clearly has me down as a room away from the elevator. So two bits of information that had on it and couldn't manage it. I let him know his response failed to address most of my concerns and that I had little faith in his ability to deliver.

To close this one out. I responded expressing my disappointment at a response that ignored most of my concerns. I think they still missed the point a little on the upgrade (as in I don't expect a suite upgrade but palming off what I pierce to be the same room as an upgrade sets the tone for disappointment). Now that the extra room benefits have explained, it makes a little more sense, but in reality the only one of value is the access to Virgin Active (actually I think that's a brilliant benefit).

A very good day to you and thank you for taking the time to again to articulate your stay experience.



Allow me to reassure you that it is never in our intention to cause such unpleasant experience to you during your recent stay. It was indeed noted in your reservations and membership profile to have a room far from any elevator We have taken note and the specific room was initially assigned. Unfortunately, the room that we had assigned was in the midst of its final touch up by our housekeeping team. To ensure that we do not delay your check-in, my colleague re-assigned the room but overlooked on the specific request that you had. Rest assured that we have since taken the necessary corrective action to ensure such mistakes is not repeated. Once again, allow me to apologize for this oversight.


We have noted on your feedback on the lounge breakfast operating hours, location and ambiance. I will certainly relay the feedback below to our management team for us to review on ways to improve further in efforts to uplift the Club Millesime Experience for you and all our guests. Our Engineering team has been informed of your comments of the room temperature, both in our Club Milliesime and the room you were in. I will certainly ensure that for your future stay, the room AC will be check thoroughly to ensure it will all be in working condition. As for the room upgrade, our rooms are of similar sizes however we will do our level best to extend an upgrade to our Luxury Club room. This comes with all other benefits such as the laundry discounts, F&B discount, access to the premium gym and premium bathroom amenities. As we have limited Suites in the hotels, we will certainly prioritize our Platinum and Diamond members should there be any availability.


We hope that this atypical experience will not deter you from visiting our property again. As a gesture of apology and to recognize your loyalty as one of our esteemed Accor Platinum member, we would like to offer a Suite Night upgrade for your next stay with us. I will be pleased to be your point of contact for any future stay to ensure your future visits with us will be much better as appeared in this occasion. Please do not hesitate to reach out to me and let me know if you have plans to return for me to assist you with further.


We appreciate once again your time taken to share your feedback and look forward to welcoming you back here in the near future.

 

[RareAir]

New to Accor Plus Gold. Interesting reading here regarding upgrades provided as part of gold. One question I have is can an upgrade include access to an executive lounge or only relates to room type, not amenities.

 

[Dr Bob]

No, upgrades are room only (if available) and may only to be to a higher floor or better view.
Having said that, when I first reached gold I got some great upgrades to various suites at Sofitel Melbourne (maybe so I would keep coming - which I have).
Keep a look out as occasionally they have great rates that include lounge access.

 

[RareAir]

No, upgrades are room only (if available) and may only to be to a higher floor or better view.
Having said that, when I first reached gold I got some great upgrades to various suites at Sofitel Melbourne (maybe so I would keep coming - which I have).
Keep a look out as occasionally they have great rates that include lounge access.

Thanks Dr Bob, much appreciated