How does Accor treat you as an Elite guest?

[ellen10]

I have a few Accor bookings coming up. So will add my experiences to this thread.

 

[cdp88]

Property: Movenpick Hobart
Status: Accor Plus Gold
Room booked: Superior room
Room upgraded: N/A
Rate: Accor 30% off sale
Free internet: Yes.
Welcome drink: Yes, 2 vouchers redeemable for any wine available by the glass. 2 bottled waters in room on arrival and replenished each day.
Early Check in/out: Not needed.
Other: received call day before check in from hotel to confirm if I was using valet parking. Unfortunately no upgrade this time as hotel was fully booked although the superior room I received this time was much bigger than the deluxe room I was upgraded to last time. It was on level 2 so no views but still plenty of natural light.

Food in restaurant was very good for breakfast each day. Only had dinner one night and it was not up to usual standard but it was very busy. We took issue with seasoning of one dish and were given free dessert as compensation.

A very well located and designed hotel in Hobart so I wouldn’t hesitate to return.

 

[Captain Halliday]

Property: Fairmont Resort & Spa Blue Mountains (MGallery)
Status: Accor Plus Platinum
Room booked: Standard 2 x Queen room
Room upgraded: No
Rate: Accor Stay Plus (one night), Accor Stay Longer & Save second night
Free internet: Yes.
Welcome drink: Yes, 2 vouchers, despite three guest on the booking. Bottle house red and cheese plate (wasted - see below). Two bottles of water
Early Check in/out: Yes, 1pm checkout granted.

A very disappointing stay for what claims to be a five-star hotel. I’d rate it below Accor’s mid-tier properties - Novotel and Mercure.

On check in I was advised that a car space had been reserved for me as a Platinum and that the concierge would assist. However, the concierge was nowhere to be found, nor was the reserved car space. I'm happy to park my own car, but having this offered, then not able to be delivered is worse than not offering it to begin with.

On the table in my room was a welcome note, a bottle of house red wine and a cheese plate. However, as I checked in after 6pm the cheese was not cold and the brie had sagged badly. My guess it it hadn't seen a fridge for >5 hours. I wasn’t prepared to risk it, so the cheese plate went to waste. Why do they do this? Either put it in the fridge or deliver it after the guest has checked in.

The room itself was basic with a small work desk and single sitting chair. See pics. The carpet was stained and frayed at the edges. The bathroom had a shower head with a leak that sprayed water all over the bathroom. The amenities, soap etc were good.

Sadly, housekeep was also a disappointment. Tea/coffee was not replenished and wet towels were left on the bathroom floor. I'm happy to hang and reuse towels for a two-night stay, but these were saturated due to the leaky shower head and should have been removed. Additionally, the cheese plate and napkins were moved from the room to the hall outside (not by me). I can only assume the housekeeping staff considered this a job for room service staff. You walk past food trays in hotel hallways all the time, so I don't care... but it illustrates that five-star service is not provided, despite the five-star price paid.

The next morning, I arrived at breakfast and was told this would be charged to my room. Knowing breakfast was included for Plats, I ask why. The staff member was adamant that breakfast was not included for Plats. Having checked the website just days before the trip, I asked when this change happened and was told “it’s never been included”. This particular staff member was not going to back down. Rather than make a scene I went to reception where staff confirmed breakfast was included. A reception staff member accompanied me back to the restaurant where the bloke was still insisting I pay for breakfast. The breakfast supervisor quickly appeared and was apologetic. She explained the staff member was still in training.

While I understand staff need to be trained, and I’m totally fine with that, a staff member arguing with a guest at a five-star hotel is unacceptable. Especially when the staff member is wrong!

Breakfast was a standard hotel buffet with the usual hot and cold options of a mid-tier hotel. As a comparison, recent stays at Novotel Sunshine Coast and Novotel Sydney had similar buffets but also offered additions like Eggs Benedict and/or omelettes on request.

Now I’m always happy to give credit where it’s due and the breakfast supervisor on our second morning, was excellent. He was cheery, helpful and offered good advice on walking options in the local area. Additionally, the barista coffee both days was excellent.

The hotel has several restaurants, but only one was open during our stay. We ate in the hotel bar the first night. It was noisy due to a group of around 50 people (seemed to be a conference group). Food was as you'd expect in a bar and was served in good time considering how busy it was. On our second night the restaurant, Embers, was fully booked. This turned out to be a blessing in disguise as we ate in Katoomba (see my Trip Advisor review for Avalon which was excellent).

I took advantage of my Accor status to request a late check out. This was our only glimpse of five-star service with the request granted. And it was much appreciated given our evening flight.

Like many places in the hospitality sector, Fairmont Blue Mountains seems to be trying to get back up to speed after Covid. But domestic tourism has been open for more than 6 months now and this hotel still has a long way to go.

With rooms comparable to those in the Novotel/Mercure range, and with such poor service there is no way to justify paying double the price of mid-tier Accor hotels.

 

[kermatu]

the cheese plate went to waste. Why do they do this? Either put it in the fridge or deliver it after the guest has checked in

This has frustrated me in the past so I’m pretty forward now in contacting a hotel to let them know my expected arrival time and for any welcome amenities to be timed accordingly. By far and away the best for me has been the SO in Auckland. The Club staff would reach out themselves as I often arrived after midnight. Knowing I’d miss the lounge service they’d leave me a bottle of red and a note on the desk directing me to a generous platter of cheeses, smoked salmon and cold meats with fruits and crackers, glad wrapped in my fridge. The crackers got a bit soggy but at least I knew that everything was fine to eat that night or the next day as I wished.

 

[Captain Halliday]

Property: Novotel Sydney Central
Status: Accor Plus Platinum
Room booked: Standard King
Room upgraded: No ( see notes)
Rate: Corporate
Free internet: Yes.
Welcome drink: Eventually (see notes).
Early Check in/out: Not required

I’d noticed before this trip the booking was not showing in the ALL app. But from another thread I knew this happened occasionally with corporate TA booking.

At checkin it was just the basics, and the room was as I’d booked.

Later when psssing reception I asked if my ALL number was attached to the booking. It wasn’t. Using my email address, the staff member identified my “gold status” and said he’d update accordingly.

Not wanting to be too pushy, I politely asked if my Accor Plus Platinum benefit would be accepted at the restaurant, and showed my e-membership card on my phone.

The penny dropped and drink vouchers were quickly written out. My (one) white room access card was swapped for (two) blue room access cards. No idea why status warrants a second card?

Room stayed the same and about 30 mins later the same staff member appeared at the door with two bottle of water and some Tim tams. He asked if wine had been delivered. I told him no. He said he’d sort it.

20 mins later the phone rings. Same guy. “Has the wine been delivered?” Still no. He sounded exasperated at this point. “Fine I’ll do it myself. Given the stuffing around, perhaps you’d like something else, maybe a bucket of beers?”

I opted for the wine.

I headed out soon after for a work commitment but the wine was there on my return.

Stuff ups and IT glitches happen. I get that. The staff member did a good job on the service recovery and followed through. Happy with the outcome.

Finally, the buffet breakfast was the usual for a hotel, but on arrival I was advised that as it was quiet, only scrambled eggs were or on the buffet, but other eggs were available on request. I asked for a mixed omelette and it was terrific! Fluffy, cheesy with bacon, tomato and mushrooms. Yum!

 

[kangarooflyer88]

Property: Fairmont Resort & Spa Blue Mountains (MGallery)
Status: Accor Plus Platinum
Room booked: Standard 2 x Queen room
Room upgraded: No
Rate: Accor Stay Plus (one night), Accor Stay Longer & Save second night
Free internet: Yes.
Welcome drink: Yes, 2 vouchers, despite three guest on the booking. Bottle house red and cheese plate (wasted - see below). Two bottles of water
Early Check in/out: Yes, 1pm checkout granted.

A very disappointing stay for what claims to be a five-star hotel. I’d rate it below Accor’s mid-tier properties - Novotel and Mercure.

Too bad to see how poorly Fairmont treated you as a Platinum. I was honestly considering staying here for a couple nights, especially with some of the Accor+ offers and promotions that recently came into my mailbox. Hopefully the raid the fridge benefit was honoured as a platinum staying at a MGallery property.

As for the late check-out I respectfully disagree with your assessment that the 1 PM late checkout was anything remotely close to being on par with a 5 star resort. I've stayed at $90 Courtyards as a lowly Gold who got their status gratis from United airlines and got my 2 PM check out no questions asked. Indeed had I bothered getting Platinum with Marriott I would have gotten 4 PM there as well.

How you were treated by the restaurant initially was unbecoming of a 5 star resort. Having to fight for your benefits as a Platinum might be something one would expect at a Ibis hotel, but certainly not a 5 star resort which I thought the whole point of was to treat customers really well. Making the guest seem like a cheapskate at your resort is never a good look, especially when they have worked hard to gain recognition by the hotel.

-RooFlyer88

 

[Anna]

Property: Fairmont Singapore
Status: ALL silver
Room booked: King corner, 2 balconies
Room upgraded: No
Rate: Cocomelon package, because I thought it was a spa treatment not a kids' show
Free internet: Yes.
Welcome drink: Yes, not given at checkin but voucher for house wine, beer or coughtail and welcome letter slipped under the door
Early Check in/out: Not needed.

The Cocomelon package includes breakfast and dining credits and is significantly cheaper than standard rates. Plus you get these -

 

[Captain Halliday]

Hopefully the raid the fridge benefit was honoured as a platinum staying at a MGallery property.

I totally forgot about that! Bummer. Chips and nuts for the bushwalk would have been excellent!

 

[astrosly]

Property: Novotel Sydney Central
Status: Accor Gold
Room booked: Standard King
Room upgraded: to Standard King with Balcony
Rate: Corporate
Free internet: Yes.
Welcome drink: yes, one
Early Check in/out: Not required

Arrived and showed my Gold card and as they were fairly full was offered a room with a balcony as an upgrade but they were apologetic that it was on the lowest floor. The balcony was immediately above the pool. Thankfully, the pool is out of action (they seem to think it might not be available to June at the earliest) and the balcony was pleasant until about 8pm when very bright lights on either side of the balcony turned on and shone right up the wall. Rest of the evening inside room with blinds drawn.

Given one drink voucher, but no water and no welcome amenity. I will be sure to contact Accor hotels that are booked through corporate TA to add my status information beforehand, with my previous organisation I could book my hotel and get a reimbursement afterwards.

Breakfast as per description by @Captain Halliday. Omlette was excellent.

 

[Captain Halliday]

Property: Novotel Sydney Central
Status: Accor Gold
Room booked: Standard King
Room upgraded: to Standard King with Balcony
Rate: Corporate
Free internet: Yes.
Welcome drink: yes, one
Early Check in/out: Not required

Arrived and showed my Gold card and as they were fairly full was offered a room with a balcony as an upgrade but they were apologetic that it was on the lowest floor. The balcony was immediately above the pool. Thankfully, the pool is out of action (they seem to think it might not be available to June at the earliest) and the balcony was pleasant until about 8pm when very bright lights on either side of the balcony turned on and shone right up the wall. Rest of the evening inside room with blinds drawn.

Given one drink voucher, but no water and no welcome amenity. I will be sure to contact Accor hotels that are booked through corporate TA to add my status information beforehand, with my previous organisation I could book my hotel and get a reimbursement afterwards.

Breakfast as per description by @Captain Halliday. Omlette was excellent.

As you’ve now discovered, those rooms near the pool are to be avoided. Often a strong smell of chlorine too.

 

[kermatu]

Property: Adelaide Sofitel
Status: Platinum
Room booked: Deluxe Corner
Room upgraded: Yes to a Prestige Suite
Rate: City Stay. Approx $300 p/n for 3 nights.
Free internet: Yes.
Welcome drink: yes, two. Redeemed to the room upon request to the Club staff after the evening service.
Early Check in/out: Not required
Amenity: Chocolates and a bowl of savoury and sweet nuts. No wine.

Was keen to try the Sofitel in my first trip to Adelaide in 2 years. Bit mixed but I will probably return.

For a start, communication from the hotel not great. A week out I advised I might only need 2 of the 3 nights but I’d like to keep the booking as was and not be treated as a no-show. Took a few days but finally got this confirmed. In the meantime got an email welcoming me as a Club Milliseme guest given my status. All good until the next day I received an email saying I didn’t book a room and rate with breakfast, so would I like to purchase - and while at it, how about purchasing an upgrade to a suite for $400 per night. Um, no thanks. Did get an apology when I pointed this out.

No fanfare on arrival but when I entered my room I had in fact been upgraded to the suite they tried to sell me. Absolutely fantastic suite. Modern and spacious, with guest bathroom. High floor and nice and quiet. A triple and valuable upgrade - much appreciated.






Club offerings pretty good. Afternoon tea and evening canapés but at strict times.




Lounge not crowded and staff good (if a little green). But only open at set times so quite disappointing that this benefit does not exist prior to 3pm

Breakfast in the main restaurant was also a disappointment. Relatively quiet and staff again polite and helpful - but was a very basic western offering with really small continental offerings and the basic hot options. I didn’t bother with breakfast on my 2nd morning.

Keen to support another Sofitel in Australia but this feels like a missed opportunity. Hopefully it will improve.

 

[kangarooflyer88]

As you’ve now discovered, those rooms near the pool are to be avoided. Often a strong smell of chlorine too.

Whilst I would agree with you during pre-COVID times, I would argue anyone booking a hotel should try and get one near the pool, that way the chlorine will kill off the COVID in the air near your room!

-RooFlyer88

 

[Daver6]

Property: Pullman Bunker Bay
Status: Accor Plus Silver
Room booked: Three bedroom villa
Room upgraded: N/A
Rate: ACCOR PLUS - FLEXIBLE RATE BB, BED AND BREAKFAST
Free internet: Yes but quite slow at times with dropped connections
Welcome drink: Yes, 6 vouchers and one child voucher
Early Check in/out: Granted midday instead of 11am.

My brother, his wife and two small children were visiting so with my parents this looked like a good option. Booking online the most I could book was 6 adults and 1 child. I called to confirm prior that the second child would be in a cot and not an issue. I added a note on the booking that there were two children as well as confirming later via their whatsapp chat.

Checking in there was a cot, but no rollout bed for the second child. No problem and it was organised. House keeping staff were amazing and friendly throughout the stay. Was very impressed with how helpful, cheery and accommodating they were.

The rate included daily breakfast which was pretty underwhelming. Buffer selection was decent but eggs were always over cooked (poached, scrambled and fried). Barista coffee is extra. Unless you want to use the kitchenette in your room, the only other options is a sclep into Dunsborough. So this met our needs. Eating on the deck when the weather is sunny is great.

We ate at the restaurant on site the first night. It just doesn't seem big enough. They land up using the limited bar space too. So if you just wanted to go to the bar for a drink there was no where to sit. They mentioned on nice evenings they set up outside too which gives a lot more space. However, this seems short sighted as for half the year the weather won't be suitable. A bit of a missed opportunity. Food was alright although they forgot my order. By the time I received it everyone else had finished. Again, much better place to eat in the region, but passable if you're feeling lazy.

You can't drive down to the rooms but they have electric buggies to take you and your bags. We were in 101/102 which was conveniently located by the car park and easy access to the main building. Didn't hear any traffic noise.


View of the lake view rooms from the pedestrian bridge. Not convinced these are worth the extra money. Lake was manky and you lose some privacy. Closest to the beach though, but the walk from our villa was easy and pleasant enough.


Bunker Bay


Pool view from the breakfast/outdoor deck


Aerial views of the resort

 

[Anna]

Breakfast in the main restaurant was also a disappointment.

I'm surprised you didn't like the breakfast. When I stayed in October there was a huge breakfast spread of all sorts of options including things like bowls of smashed avo and Chinese steamed dumplings, easily equal to the sort of huge breakfast buffets I have seen in fancy resorts. Maybe it has changed?

They were pouring a vintage Veuve Clicquot in Club Millésime with evening canapés when I was there too. It was amazing.

 

[Anna]

Property: Raffles Singapore
Status: Accor ALL silver
Room booked: Palm Court king
Room upgraded: Yes, to Palm Court 'personality suite' with features connected to a famous guest, a writer
Rate: Eyewatering but hey, I had 2 years' travel budget to spend
Free internet: Yes
Welcome drink: Yes, a Singapore sling served by the pool at my request instead of in the Long Bar
Early Check in/out: Checked in just after 11am and was welcomed to my suite even though I had only turned up early on the offchance of being able to get the formalities done before I returned later with my bags.

Just a totally amazing experience staying at Raffles, beyond anything I could have imagined for personalised service. Will post photos if I can get them to sync to my preferred device.

 

[kermatu]

I'm surprised you didn't like the breakfast. When I stayed in October there was a huge breakfast spread of all sorts of options including things like bowls of smashed avo and Chinese steamed dumplings, easily equal to the sort of huge breakfast buffets I have seen in fancy resorts. Maybe it has changed?

They were pouring a vintage Veuve Clicquot in Club Millésime with evening canapés when I was there too. It was amazing.

Yes I remember your report of the Veuve. Was not the option on my visit either night.

I may have missed the extra breakfast options so I’ll happily be corrected. What I had was totally fine and I did enjoy the fact that neither the Club nor breakfast were crowded.

 

[Anna]

only open at set times so quite disappointing that this benefit does not exist prior to 3pm

Agree completely! Club access is not much of a benefit if to take advantage of it, you have to structure your day around when the club is open and is providing service. Especially if you have to book, and you find out that evening canapés start about half an hour after the afternoon tea finishes. (Thinking more of Mel rather than Adl in this respect).

 

[kermatu]

Property: Brisbane Sofitel
Status: Platinum
Room booked: Junior Suite
Room upgraded: no
Rate: City Stay. Approx $300 p/n for 2 nights.
Free internet: Yes.
Welcome drink: yes, two. Not able to redeem in room.
Early Check in/out: Checkout at 12:30 but not without issues.
Amenity: Generic welcome back note. Tea packets plus 2 very basic chocolates. No wine but the room rate came with a bottle of sparkling. Not promoted in room or on the note. I remembered but didn’t bother to partake. Lounge access and full breakfast in main restaurant.

An ok stay. No upgrade but I indicated beforehand I was happy to retain the junior suite as it had a walk-in shower.

Club was fine. Afternoon tea very basic, with the scones recycled into the evening canapés. The evening food and drink offerings however were good. 2 hours. All self serve again, although they do bring around a couple of extra small plates to the table. I generally prefer table service and upon request this was always provided to me, but staff were not proactive so I had to flag one of the attendants down every time. A minor irritant but that’s me.

A great spa session at Stephanie’s, which was able to be charged to the room. Took advantage of room service which was good quality and pretty generous, albeit pricey.

Breakfast was fine with a good range of options. A standout was one staff member who kindly got me a tea and made me a fresh juice despite these being self-serve. She came around several times to see if I needed anything else. From what I could see she gave similar service to others. Unfortunately I didn’t get her name.

Late checkout to 12:30 granted but housekeeping walked into my room at 11am assuming I’d checked out and I also got a call at 11:30 asking if I was checking out that day. Neither interruption was a problem for me but if you have a late checkout I don’t think it’s unreasonable to expect you won’t be disturbed like this.

 

[kermatu]

Property: Cairns Pullman Reef Casino
Status: Platinum
Room booked: Deluxe
Room upgraded: Yes, Premium Junior King Suite
Rate: one night, $400 ish
Free internet: Yes.
Welcome drink: yes, two. Redeemed in the bar. Vouchers for the casino which I’ve never redeemed.
Early Check in/out: Checkout at 12:00
Amenity: Nothing on arrival at 6pm but on return to the room approx 8pm had a nice welcome back note and a bottle of champagne in an ice bucket. Not normally a fan of champagne or sparkling but this was very nice and greatly appreciated.

Full breakfast at Merchant Cafe. Excellent service and quality food.

Short but good stay, with a nice upgrade as well.

 

[jakeseven7]

So interestingly

1) Gave corp TA my ALL number, it was in reservation
2) Emailed ALL, they said yes it was in the reservation no problems (after contacting the hotel themselves to check)
3) Didn't appear in APP - however the APP kept sending notifications about the upcoming stay so it was there, but not showing....
4) Got to hotel, number was not in the reservation, had to be re-added

PITA!