How does Accor treat you as an Elite guest?

[ksthommo]

Property: Cairns Harbour Lights
Status: Platinum
Room booked: Studio 1 King Bed, Harbour View
Room upgraded/type: 1 Bedroom Apartment, Harbour (Inlet) View.
Rate: Accor Plus Spring/Summer Special, rate included breakfast, 2 x $25 vouchers
provided for Kickstart/Dundees Restaurant nearby.
Free internet: Yes, didn't use it
Welcome drink: Nil, no bar/restuarant
Early check in/late out: Late check out requested on arrival for 4pm, given.
VIP treatment: Letter and Bottle of White Wine in room
Access to executive lounge (if existing): NA
Additional care: Nil, enjoyed the stay.

 

[jackthomas]

Property: Sofitel Brisbane
Status: Gold
Room Booked: Club Sofitel Luxury Room
Room upgraded: Yes, to Junior Suite
Rate: Super Saver
Free Internet: Yes (standard)
Welcome Drink: x2
Early check in/late out: Arrived at 12pm, room was ready at 1pm
VIP Treatment: NIce Christmas cake in the room as welcome amenity, and considering the upgrade, I'm very happy.

 

[puppysparkes]

Property: Pullman Auckland
Room booked: 1 Bedroom residence
Room upgraded/type: No, not need.
Rate: Points plus pay - 22K points NZD $38 - Breakfast included (original price was AUD $690)
Free internet: Yes
Welcome drink: Yes two drink vouchers plus a bottle of water
Early check in/late out: 2pm check out granted

VIP treatment: None aside from the advertised benefits. The first time I attempted to make a booking using the WP 48 hour room guarantee didn’t work. On this occasion I checked the Accor website on Thursday morning 8 December and a King room was available at $740 for 2 nights. I finished work and checked the website again and got the following message “this property is unavailable for the selected dates” I called the hotel reservation line and got the rate above for a top tier room with a massive balcony.
Access to executive lounge (if existing): Yes

Additional care: I try to take the time to speak with staff in the lounge which always pays off in this property. George was the attendant for Saturday evening canapés. I enjoyed the prawn canapés, cheese and wines. Luckily there was a boxing match on at Vector arena and there were only two of us in the lounge. George ended up being a great host and suggested I eat as much as I want. No further encouragement needed!

General comments: Although it was busy in the lobby over the weekend, the staff seemed to cope. I always enjoy staying at this property, hill walks included.

 

[calgarychris]

Property: Sofitel Sydney Wentworth
Room booked: 2 x Classic room, king bed for two nights
Room upgraded/type: Yes, luxury room
Rate: $479 via accor website
Free internet: Yes
Welcome drink: Yes two drink vouchers plus welcome gifts
Early check in/late out: 2pm check out granted

VIP treatment: I checked in via the Club Sofitel lounge and was greeted by name before I said anything. I am a platinum member, but have only stayed there a few times, most recently two weeks before. Very impressed with that and I told them so when I wrote the thank you email to the GM. Some of you might be rockstars, but for me, that really made it feel VIP.

 

[djchuckles]

Property: Como Melbourne
Status: Platinum
Room booked: Studio Suite 1 King Bed
Room upgraded/type: 1 Bedroom Suite with Kitchen.
Rate: Member's Early Booking Offer
Free internet: Yes, didn't use it
Welcome drink: 2 drinks at SoBar
Early check in/late out: Room not ready early at midday - but was by about 2pm. Requested late checkout at 2pm which was granted.
VIP treatment: Sweet treats, free minibar (soft drinks)
Access to executive lounge (if existing): NA
Additional care: Nil, enjoyed the stay.

 

[RooFlyer]

Property: Pullman Park Lane, Hong Kong; 2 nights
Status: Platinum
Room booked: Superior King room, rate included guaranteed upgrade
Room upgraded/type: Probably same actual room type, but facing Victoria Park, great view
Rate: Accor Plus Spring/Summer Special
Free internet: Yes, very fast
Welcome drink: Yes, but only usable in lobby bar; cheap drinks only
Early check in/late out: Available, not taken up
VIP treatment: Letter and great fruit platter in room. Otherwise virtually nil Plat recognition, certainly not at check-in other than welcome drink voucher.
Access to executive lounge (if existing): Yes, great lounge
Additional care: Nil. Had an issue and asked to see duty manager; he was tied up on something (no problem) - he passed message that he'd see me in the lounge in 10-15 mins. Didn't show.

Its on the H2 bus route from the airport express rail.

 

[kermatu]

Property: Pullman Auckland
Room booked: 1 Bedroom residence
Room upgraded/type: No, not need.
Rate: Points plus pay - 22K points NZD $38 - Breakfast included (original price was AUD $690)
Free internet: Yes
Welcome drink: Yes two drink vouchers plus a bottle of water
Early check in/late out: 2pm check out granted

VIP treatment: None aside from the advertised benefits. The first time I attempted to make a booking using the WP 48 hour room guarantee didn’t work. On this occasion I checked the Accor website on Thursday morning 8 December and a King room was available at $740 for 2 nights. I finished work and checked the website again and got the following message “this property is unavailable for the selected dates” I called the hotel reservation line and got the rate above for a top tier room with a massive balcony.
Access to executive lounge (if existing): Yes

Additional care: I try to take the time to speak with staff in the lounge which always pays off in this property. George was the attendant for Saturday evening canapés. I enjoyed the prawn canapés, cheese and wines. Luckily there was a boxing match on at Vector arena and there were only two of us in the lounge. George ended up being a great host and suggested I eat as much as I want. No further encouragement needed!

General comments: Although it was busy in the lobby over the weekend, the staff seemed to cope. I always enjoy staying at this property, hill walks included.

I only ever get one voucher when I stay there. I feel ripped off (unless you are in a party of two?).

Had 2 stays there this past week and left feeling pretty underwhelmed - no VIP treatment, low floor rooms, lied to on check-in first time (told I was upgraded - actually that's the room I booked), lounge ran out of red wine one night (barely 8 guests), food not replenished, chaos at breakfast in restaurant (though staff tried hard) and big downgrade in choices available for room service.

Is reasonably competitive on price compared to my other preferred hotel (Hilton) and has generally good staff and location suits me (plus access to the spa where the staff and treatments are excellent), but I'm likely to switch back to the Hilton in future.

 

[puppysparkes]

I only ever get one voucher when I stay there. I feel ripped off (unless you are in a party of two?).

Had 2 stays there this past week and left feeling pretty underwhelmed - no VIP treatment, low floor rooms, lied to on check-in first time (told I was upgraded - actually that's the room I booked), lounge ran out of red wine one night (barely 8 guests), food not replenished, chaos at breakfast in restaurant (though staff tried hard) and big downgrade in choices available for room service.

Is reasonably competitive on price compared to my other preferred hotel (Hilton) and has generally good staff and location suits me (plus access to the spa where the staff and treatments are excellent), but I'm likely to switch back to the Hilton in future.

I always ask for another voucher if I only get one. They can only say no. Lounge wise, I have previously provided written feed back to the hotel about food quality. It seemed to improve on my next visit. As for lounge service, I think this is where some friendly conversation with staff helps me. One staff member offered to deliver drinks to my room when I needed. I was staying in room 1409 immediately outside the lounge. He said call the lounge and he'd deliver. He also let me take beers back to the room. Both of which I suspect isn't the norm. I questioned him on it and he confirmed it was ok.

In over 20 stays this was the first time I had breakfast downstairs. I'm that guy that is up at 5:55am waiting for the service to start. Otherwise there are too many tour groups to contend with.

I'm keen to try the Hilton. Unfortunately they wanted 120K points for that weekend.

 

[RooFlyer]

Property: Sofitel on Renmin Square, Xi'an (China)
Status: Platinum
Room booked: Executive King
Room upgraded/type: Suite
Rate: Accor Plus Winter Special
Free internet: Yes
Welcome drink: Yes
Early check in/late out: Available, didn't need it
VIP treatment: Fruit, macaroons, welcome letter, water and flowers in room, upgrade, called by name entire time; farewelled by Hotel General Manager and duty manager (basically, the full works!)
Access to executive lounge (if existing): Yes, great lounge
Additional care: Very attentive care; couldn't do too much for me.

 

[kermatu]

I always ask for another voucher if I only get one. They can only say no. Lounge wise, I have previously provided written feed back to the hotel about food quality. It seemed to improve on my next visit. As for lounge service, I think this is where some friendly conversation with staff helps me. One staff member offered to deliver drinks to my room when I needed. I was staying in room 1409 immediately outside the lounge. He said call the lounge and he'd deliver. He also let me take beers back to the room. Both of which I suspect isn't the norm. I questioned him on it and he confirmed it was ok.

In over 20 stays this was the first time I had breakfast downstairs. I'm that guy that is up at 5:55am waiting for the service to start. Otherwise there are too many tour groups to contend with.

I'm keen to try the Hilton. Unfortunately they wanted 120K points for that weekend.

My first couple of stays I got lucky in so far as this one particular lovely barmaid allowed me to use my drink voucher for a very full glass of my choice of red wine. Since then it's only ever been the cheapest reds they have so I'm not so fussed about a second voucher, though it would be nice for multi-day stays. Sadly haven't seen that barmaid again in last 5 visits.

I will give feedback as these last two stays were a drop in quality. That said, just looked at prices for my next two likely stays and Pullman is 30 to 40 per cent cheaper than Hilton so that pays for a fair bit of shortcomings!

 

[Aeolus]

Property: Sofitel Melbourne
Status: Platinum
Room booked: Luxury King Corner City/Bay View
Room upgraded/type: Prestige Suite Club Sofitel

Booked Sofitel instead of my usual Hilton due to its proximity to the AFF Christmas function. What an upgrade, suite was huge with amazing views to boot on Level 45. I stopped counting the number of windows the suite had but I was actually worn down getting all the blinds up to enjoy the views. Club lounge was fantastic with generous selection of liquors including Glenfiddich and JW Black label (served by the bartender). Canapés selection were adequate but afternoon tea selection were better (the macarons were super yum and a must-try).Breakfast at the lounge is a better option than the restaurant No35 as you could also order hot breakfast options from the menu plus the club lounge feels more private. Hands down, one of the more impressive club lounges I've been to in Australia (beats all Hilton's).

 

[rfur78]

Property: Sofitel on Collins
Status: Plat
Room Booked: Classic King
Room upgraded: Luxury King
Rate: Package inc parking and breakfast $355
Free Internet: Yes (standard)
Welcome Drink: Yes, voucher for two coughtails plus canapes
Early check in/late out: long story/not required
VIP Treatment: Nothing.

Bit of a rant here so bear with me. Trip away with the wife for wedding anniversary booked the Sofitel as something special. arrived at Hotel at 2pm, no room available. no problem went up to lounge and had a coffee and waited for phone call. While in the lounge we were asked by one of the staff if we would like him to check on the progress of the room, he never came back to us. after an hour we decided to go down and ask at reception for our room and if no room yet we would go for a walk in the city. at reception again we were told no room ready but happy to call us when available, they checked my mobile number with me and we set off. we arrived back at the hotel just on 5pm, no phone call while we were gone but on checking with reception our room was ready. we had left our bags when we attempted to check in at 2pm, so we naturally asked for them to be sent up to our room. On arriving to our room we found a staff member in the last stages of replacing the fridge in the room and this point we stopped caring so took a seat while he finished the job in front of us. Nothing in the room as recognition of plat status like most hotels, even if its a couple of bottles of water its nice to be recognized. after waiting around 30 minutes for bags i rang the concierge to follow up on our bags, gave her the tag number and waited some more. after another 25 minutes i decided to go down to reception but being busy i thought id check the luggage storage area (at valet parking) and found our 3 bags still sitting there. at this point i probably gave the 2 guys working more attitude than i should have, they claimed they hadn't been sent the request but took the bags myself up to the room. from this point we enjoyed our stay but the process of trying to get our room and luggage luggage in it taking almost 4 hours, tainted what was supposed to be a nice night away. got myself primed to rip into staff on checking out and got the trainee who had his supervisor hovering on his shoulder, couldn't do it to him just just smiled and nodded when he asked if we had a nice stay.

one small win was the drinks voucher we were given at check in (third time) was for two coughtails and a plate of canapes in the hotel bar.

i understand things go wrong but looking for feedback to see how outraged i should have been, and how else i should have handled it.

quick update on the outcome here. i sent an email ont he 6/12 explaining my disappointment on the overall handling of checking in. i received a response a few days later thanking me for the feedback and that the rooms manager would be in touch regarding my experience. nothing for days so when the automated emailing asking for feedback from my stay dropped into my inbox i copy and pasted the same email into this form and sent again. the same person (exec sect to general manager-Dagmara) responded on the 15/12, that the room manager had attempted to both ring and email me with no luck. i responded back that i hadn't had any contact to which she mentioned she would follow up. i finally got a call from Suzanne-rooms manager on the 19/12 where she apologized but couldn't really offer much in the way of an explanation on why we weren't moved to a different room. i the end she offered me an upgrade to a suite on my next stay which was nice.

long and short of it is the treatment we got at the hotel plus the lack of urgency dealing with it leaves me cold on staying at the Sofitel in Melbourne again. while i have diamond with HH, when staying in Melbourne the Hilton South Wharf has been faultless to date. everyone of my last 6 stays has been a suite upgrade, the lounge isnt quite as good as the sofitel but the room rates are on average $100 cheaper. might give the sofitel one last crack when i see a cheap rate...

 

[ksthommo]

Property: Pullman Melbourne on the Park
Status: Platinum
Room booked: Superior Room, 1 King Size Bd
Room upgraded/type: Same room type Exec Floor, Park View
Rate: Members Private Sale
Free internet: Yes, didn't use it
Welcome drink: 2 vouchers, beer, wine, some coughtails
Early check in/late out: Not Required
VIP treatment: Letter and Xmas theme welcome plate in room
Access to executive lounge (if existing): Yes
Additional care: Nil, enjoyed the stay.

 

[Cruiser Elite]

Any Accor Plus Platinum experts in the house?

One benefit of Plat is comp access to Exec Lounges right? Anybody with anecdotal exp as to access eligibility of booking made through 3rd party? Pls no responses like I think no - exps only pls.

Also are there any guest privileges for Plat Members? Like if you make a booking for multiple rooms what is chance non Accor Plus Member guests in other rooms you book gaining access to Exec Lounge with you?

 

[sycokid]

Where ya heading to ? Maybe different perks at different hotels

 

[puppysparkes]

Unfortunately in order to qualify for the tier benefits the booking must an eligible night. Put simply in the stay must accrue points. In order to accrue points you need to book direct with Accor or using the GDS system.


Source below is Accor T&C’s


8. BENEFITS AND SERVICES OFFERED TO MEMBERS
In addition to receiving Points, Members with a status of Silver higher are offered certain benefits associated with their Membership Status level. Only the cardholder Member is entitled to the benefits associated with the loyalty card. These benefits are offered on the condition that the Member’s stay is eligible for earning Points.


Eligible night: A night spent by a Member at a hotel participating in the Programme. Eligible nights are accumulated to determine programme status levels according to the schedule set forth in Article 7.6. Only nights spent by a Member at the hotel as part of a stay booked via one of the
distribution channels eligible for earning Points, as identified in Article 7.1 below, are eligible


7.1. Reservation Channels eligible for points
Only stays booked at eligible rates via AccorHotels distribution channels (AccorHotels Internet sites, AccorHotels reservation centre, hotels) and traditional travel agencies using a GDS
(Global Distribution System) connected automatically to the AccorHotels reservation centre, entitle the Member to earn Points. Eligible stays therefore do not include: stays booked via a reseller, tour operator or third-party on-line travel agent (such as Expedia.com, Booking.com, etc.). These stays do not enable the Member to earn Points, nor accumulate Eligible Nights to obtain a status.

Any Accor Plus Platinum experts in the house?

One benefit of Plat is comp access to Exec Lounges right? Anybody with anecdotal exp as to access eligibility of booking made through 3rd party? Pls no responses like I think no - exps only pls.

Also are there any guest privileges for Plat Members? Like if you make a booking for multiple rooms what is chance non Accor Plus Member guests in other rooms you book gaining access to Exec Lounge with you?

 

[ksthommo]

Property: Pullman Auckland
Status: Platinum
Room booked: Superior Room, 1 King Size Bed (3 nights) & Executive King Suite (1 night)
Stay was for 4 nights over the new years period. 3 seperate bookings to take advantage
of private sale prices for the nights excluding new years.
Room upgraded/type: Upgraded to Suite for the 4 nights, didn't have to check out/check in.
Charged $30 for the last night upgrade, didn't worry about the charge, did the standby upgrade request
prior tonarrival.
Rate: Members Private Sale/Members Suite Experience
Free internet: Yes
Welcome drink: 2 vouchers, beer, wine, coughtails
Early check in/late out: Late check out requested, given
VIP treatment: Nothing, no letter in room etc, poor form
Access to executive lounge (if existing): Yes
Additional care: All good, happy with the price paid, booked in March 2016.
Lot of female tennis players staying at the hotel for the first week of the ASB Classic.
Didn't recognise any grunts or squeals.

 

[Cruiser Elite]

Where ya heading to ? Maybe different perks at different hotels

Yeah I am aware diff hotels in diff countries will no doubt yield diff results - just general exps really. Sofitel Hyland Shanghai is what I am honing in on - Citi 4P3 will save me about 20% over booking direct at rates checked tonight.

I was kinda hoping if I book a Junior Suite that doesn't offer a Exec Lounge in room package that Plat mship will still get me into Exec Lounge - Waldorf Astoria in SH def honour HH Plat benefits if booked through 3rd party and am hoping it might kinda be a Chinese or SH thing.

Also taking 3 of my sisters with me who have zero mship or status but just had a thought if I booked room in my name I might get to weasel them in also.

 

[calgarychris]

Any Accor Plus Platinum experts in the house?

One benefit of Plat is comp access to Exec Lounges right? Anybody with anecdotal exp as to access eligibility of booking made through 3rd party? Pls no responses like I think no - exps only pls.

Also are there any guest privileges for Plat Members? Like if you make a booking for multiple rooms what is chance non Accor Plus Member guests in other rooms you book gaining access to Exec Lounge with you?

I had an EA book me into Sofitel Sydney Wentworth using OTA - no points were awarded for the stay, however I still received access to the lounge on that particular visit and from memory, received all of my perks except points. Not sure about guesting sorry.

 

[calgarychris]

Property: Pullman Sydney Olympic Park
Status: Platinum
Room booked: 2 x Superior Room, 1 King Size Bed (2 nights)
Stay was over the new years period. 2 seperate bookings
Room upgraded/type: Upgraded to 2 x Suite for the 2 nights
Rate: Members pre-paid rate
Free internet: Yes
Welcome drink: 4 vouchers, beer, wine, coughtails
Early check in/late out: Late check out requested, given
VIP treatment: coffee while we were waiting for the room, 1 x beer and peanuts in the room + water
Access to executive lounge (if existing): No lounge at this location
Additional care:
Again another great stay with Accor. I was hoping for an upgrade but was very happy when they upgraded both rooms to suites (seperate floors but whatever). They offered 3pm late checkout and when pushed allowed one room until 4pm which was really great. Was very happy with the hotel choice given the cost was bloody expensive (NYE in Sydney, sigh). Shame they took out the lounge, however Laura at the front desk said they were talking about putting it back in given repeated customer feedback and enquiry.