How does Accor treat you as an Elite guest?

[kangarooflyer88]

Property: Mercure Brisbane King George Square
Status: Accor Plus Platinum
Room booked: Deluxe Corner Room, 1 Bed
Room upgraded/type: Yes, upgrade to top floor
Rate: Accor Plus Flexible Rate - Complimentary breakfast - ($260.10/night)
Free internet: Yes
Early check in/late out: N/A
Welcome drink: Flat white for breakfast
Welcome gift: Two bottles of water and a fruit platter for Tony (not my name)

QF flight back to Sydney was cancelled yesterday night (Dec 1) and ended up having to find a hotel at the last minute (i.e. 9:15 PM). All hotels near the airport were booked out solid so ended up booking a hotel in the Centreville. Check-in was prompt as an Accor+Platinum (despite the many queueing in line given they were in the same situation as I) and I was even given two drink vouchers without even asking. I was "upgraded" to the top floor albeit I suspect the room type was the same as booked.

Hotel itself is decent: there is a restaurant, cafe and bar on premise, a pool at the top (along with a gymnasium - whatever those are). Rooms were somewhat modern and spacious, although the kettle would not stay on, on its own requiring me to hold the button down until I heard the water boil over. Only downsides I could see of the room are the lack of Nespresso machine, the inclusion of a shub and no USB-C charge points.





Tony's welcome gift (my name ain't Tony but I'll take it):


Breakfast was the usual Accor buffet style at the restaurant although you could request omelettes to be made fresh to order too:

 

[Seat0B]

Property: Novotel Brighton Le Sands
Status: Accor Plus Silver
Room booked: Standard King Room
Room upgraded/type: Yes, upgraded to Bay View King Suite.
Rate: Members rate with breakfast
Free internet: Yes
Early check in/late out: Not used
Welcome drink: Voucher for 1 drink per person, but you had to order from room service because the bar/cafe/restaurant were all closed for renovations
Welcome gift: Nothing, not even water

Well this stay was a very mixed bag.

The Good: Upgrade to the Bay View Suite was totally unexpected and it was a really beautiful renovated room with a great view out to the airport. We spent quite a while on our balcony enjoying the view with our welcome drinks. Mr Seat 0A's happy place!



The Bad: The hotel is undergoing major renovations and as you can see in the photo above, the entire pool deck was closed. As was the gym, the bar, the restaurant the check in drive through, most of the public areas....It did say that there were renovations when I booked, but I did not expect it to be as extensive as it was. The plus though was the nicely renovated suite upgrade, and a very pleasant new breakfast buffet area. This photo below only shows about half the buffet area.



The Ugly: Check in
We were there for me to recover after some medical treatment at St George Hospital and arrived at 1330 when check in was at 1500. I asked nicely if we could check in early but were told not possible and to come back at 1500. Fair enough, no foul. We went out for lunch and arrived back at 1445 - surely 15 minutes early would not be a problem, especially as I saw three other groups getting checked in in front of me while I waited. Nope, still no dice. Feeling a bit miffed.

Staff member said she would call housekeeping and confirm when the room would be ready and we could just take a seat (arm wave in the direction of seats that were really crowded given the renovations and with several people including a bunch of recently arrived international aircrew milling about , and I am still trying to keep distance from other people, wearing a mask etc as much as I can with my health situation), and she would come and get us when the room was free.. After a few minutes, we got a seat. She never made it back to us.

Gave up waiting and at 1505, I joined the line again for third time to check in. Just as I reached the front of line - 1515- change of shift took place and I had to wait a few more minutes while they did a hand over. Hmmm. And then the trouble began. Yes I can check you in now. Handed over my Accor ALL card and credit card, and a printed copy of reservation (yep, I'm old school).

Receptionist said " That will be $306.90 plus a $100 bond charge".
Me: "Hold on a minute" I managed just as he was about to swipe my card - "I was expecting it to be $39.60 as I used 8000 loyalty points".
Him: "You won't get a room here for that."
Me: "I did by using my points."
Him: "Oh you want to use points?"
Me: "No I already used points and they have been already deducted from my account. Do NOT deduct them again."

About this time, a more experienced staff member came over and sorted out the problem, but by now I was less than thrilled with my whole check in experience. At least arriving to the unepxected upgraded room put a smile on my face.

The Ugly: Check Out
Coffee at breakfast is free if you make it ypurself from a push button machine, but we preferred to order two barista coffees. We were told that we would have to pay, and I guess that's OK, but it does seem a bit nickel and dime. Anyway, I asked three times about my dining discount, because the wait staff did not seem to have any idea what I was talking about. They promised it would be applied. And you guessed it, at check out, no dining discount was applied. When I asked about it, the receptionist said "you don't get it on room service". I replied that it was not room service, but in the breakfast area, and she grudgingly and visibly sceptically applied the discount.

As an aside, am I being unreasonable to think that when the hotel closes all dining options except room service, they should honour the discount if you do use room service - which in this case, I did not.

So overall, this stay was not one of my best experiences with Accor. Despite that, I would probably go back again because the location was very convenient.

Edited to add: Oh and the in room tea/coffee was stingy. They gave 2 Dilmah English Breakfast and 4 chamomile tea bags, plus 4 disgusting Aurora Coffee satchels and 1 packet of plain biscuits containing 2 biscuits - I guess that was one tea and one biscuit each for the whole visit.

 

[PineappleSkip]

I asked nicely if we could check in early but were told not possible and to come back at 1500.

This is a big turnoff for any hotel especially when you have status and an entitlement to an early checkin. I've received the same nonsense from IHG, Radisson and Accor hotels as a blanket response without any consideration of guest and status. This sort of ugly thing warrants an email to Sarah Derry. Feel free to add that the pineapples are not impressed, although I suspect it won't add any weight to your complaint.

 

[aikman]

Property: Pullman Port Douglas Sea Temple
Status: Accor Plus Gold
Room booked: Studio Spa Room
Room upgraded/type: Two Bedroom Pool View Penthouse Apartment
Rate: Red Hot Room
Early check in/late out: requested and granted a 1pm checkout
Welcome drink: juice at reception plus a voucher
Welcome gift: bottle of champagne even if the card had someone else's name on it

As a mere Gold, I was pleasantly surprised to receive such a nice upgrade. It set the tone for my stay and I can't fault the place. My apartment was huge, the furnishings were modern and the pool was not cold.

Does anybody know of other Accor Asia Pacific hotels with a bigger pool than this one that I can visit next?

 

[Daver6]

Property: Pullman Port Douglas Sea Temple
Status: Accor Plus Gold
Room booked: Studio Spa Room
Room upgraded/type: Two Bedroom Pool View Penthouse Apartment
Rate: Red Hot Room
Early check in/late out: requested and granted a 1pm checkout
Welcome drink: juice at reception plus a voucher
Welcome gift: bottle of champagne even if the card had someone else's name on it

As a mere Gold, I was pleasantly surprised to receive such a nice upgrade. It set the tone for my stay and I can't fault the place. My apartment was huge, the furnishings were modern and the pool was not cold.

Does anybody know of other Accor Asia Pacific hotels with a bigger pool than this one that I can visit next?

View attachment 355822View attachment 355823View attachment 355824View attachment 355825View attachment 355826

Sofitel Bali pool is pretty big with lagoon access rooms.

Did you find the rooftop space useful of a bit naff?

 

[kangarooflyer88]

The Good: Upgrade to the Bay View Suite was totally unexpected and it was a really beautiful renovated room with a great view out to the airport. We spent quite a while on our balcony enjoying the view with our welcome drinks. Mr Seat 0A's happy place!

This part is actually significantly better than expected since upgrades as an Accor Silver is not a published benefit at all. Heck, even I as an Accor Platinum member am lucky if I get upgraded to a top floor room (in the same category), and I stay well over 60 nights a year to earn said status!

View attachment 355719

I did not know the hotel offers such nice plane cough. Will keep it in mind next time I'm looking to stay at a hotel nearish the airport.

The Bad: The hotel is undergoing major renovations and as you can see in the photo above, the entire pool deck was closed. As was the gym, the bar, the restaurant the check in drive through, most of the public areas....It did say that there were renovations when I booked, but I did not expect it to be as extensive as it was. The plus though was the nicely renovated suite upgrade, and a very pleasant new breakfast buffet area. This photo below only shows about half the buffet area.

Something to keep in mind I suppose. Renovations at hotels are a mixed bag having stayed at a couple thus far. The benefits are that generally the room rates are cheaper (after all who would want to spend time at a hotel with renovations and the prospect of construction noise and smells?). Additionally, if you are an elite member the hotel has a choice to make: do they put you in one of the older rooms or one of the newly renovated? Chances are it will either be the latter, or if those aren't available one of the best rooms of the former (i.e. Suite room). The downside of renovation is that not all facilities are available and the aforementioned noise and smells.

View attachment 355721

The breakfast buffet looks to be the usual "Accor standard" with a number of hot and cold options. Being a Novotel I suspect they also had some nicer options not seen at the ibis styles I tend to frequent (i.e. salmon).

We were there for me to recover after some medical treatment at St George Hospital and arrived at 1330 when check in was at 1500. I asked nicely if we could check in early but were told not possible and to come back at 1500. Fair enough, no foul. We went out for lunch and arrived back at 1445 - surely 15 minutes early would not be a problem, especially as I saw three other groups getting checked in in front of me while I waited. Nope, still no dice. Feeling a bit miffed.

Early check-in is not a benefit of Accor Silver. With that being said, I would expect that you should at a minimum be able to check-in at the published time. What I will also point out as an Accor Platinum is that early check-ins and late-check outs are not guaranteed. In some instances I had excellent success (i.e. ibis Styles Seoul Gagnam which let me check out at 3 PM) whereas others I'm lucky if they give me an extra hour (i.e. 11 AM) to checkout.

Receptionist said " That will be $306.90 plus a $100 bond charge".
Me: "Hold on a minute" I managed just as he was about to swipe my card - "I was expecting it to be $39.60 as I used 8000 loyalty points".
Him: "You won't get a room here for that."
Me: "I did by using my points."
Him: "Oh you want to use points?"
Me: "No I already used points and they have been already deducted from my account. Do NOT deduct them again."

About this time, a more experienced staff member came over and sorted out the problem, but by now I was less than thrilled with my whole check in experience. At least arriving to the unepxected upgraded room put a smile on my face.

These mix ups do happen which is why they present you with a paper that shows you the rate. So far I haven't experienced the overcharge situation, but have had a couple where I was undercharged (i.e. only billed for one night on a 5 night stay). Fortunately, for them, I am honourable enough to point out that mistake and get it rectified, although I suspect not everyone would do that.

The Ugly: Check Out
Coffee at breakfast is free if you make it ypurself from a push button machine, but we preferred to order two barista coffees. We were told that we would have to pay, and I guess that's OK, but it does seem a bit nickel and dime. Anyway, I asked three times about my dining discount, because the wait staff did not seem to have any idea what I was talking about. They promised it would be applied. And you guessed it, at check out, no dining discount was applied. When I asked about it, the receptionist said "you don't get it on room service". I replied that it was not room service, but in the breakfast area, and she grudgingly and visibly sceptically applied the discount.

For Accor Plus dining discounts, you need to show your Accor Plus card (either in the app or physical card) when you use the hotel restaurant. It doesn't matter if you are staying there or having it billed to your folio, you need to present the card. I learned that staying at the Novotel Sydney International Airport when the exact same thing happened to me at checkout.

So overall, this stay was not one of my best experiences with Accor. Despite that, I would probably go back again because the location was very convenient.

Edited to add: Oh and the in room tea/coffee was stingy. They gave 2 Dilmah English Breakfast and 4 chamomile tea bags, plus 4 disgusting Aurora Coffee satchels and 1 packet of plain biscuits containing 2 biscuits - I guess that was one tea and one biscuit each for the whole visit.

That is stingy, especially by Novotel standards. I would expect to see a Nespresso machine of some sorts. With that being said, sometimes you need to look around to find the Nespresso machine, as some properties don't prominently advertise it. Also a possibility is they may have put you in the best available room they have but of the old (i.e. unrenovated) style which didn't have any such Nespresso machine.

This is a big turnoff for any hotel especially when you have status and an entitlement to an early checkin.

In fairness to Accor (and I realize I'm becoming an Accor apologist) the late check out and early check-in perk is subject to availability. From my experience it can be hit or miss, even if you are a Platinum member like myself.

I've received the same nonsense from IHG, Radisson and Accor hotels as a blanket response without any consideration of guest and status.

This is one of the reasons why I enjoy being an Intercontinental Ambassador since you are guaranteed a 4 PM late checkout. Ditto for Marriott Gold, with its 2 PM late checkout.

This sort of ugly thing warrants an email to Sarah Derry. Feel free to add that the pineapples are not impressed, although I suspect it won't add any weight to your complaint.

I've tried adding pineapples to the bag and found it does add weight, especially when checking in at the airport!

View attachment 355823

Room looks very modern indeed!

View attachment 355826

Really nice pool. Perhaps I'll add this to my queue of Accor properties to visit if TPIR.

 

[jase05]

From my experience it can be hit or miss, even if you are a Platinum member like myself.

Maybe they have you blocked
When we were Platinum early check in was hit or miss but late check out was nearly always approved and in some hotels in Asia especially 3pm is a standard benefit for Platinums

 

[Seat0B]

Early check-in is not a benefit of Accor Silver. With that being said, I would expect that you should at a minimum be able to check-in at the published time.

Yes, I am aware, and I was not upset about being fobbed off at 1330. I was pretty annoyed though at 1445, when other people were being checked in and we were still told to wait.

These mix ups do happen which is why they present you with a paper that shows you the rate.

They did not present me with anything at check in, which is when they asked me to pay in full. I gave them my own printed copy of the reservation and only just avoided the full fee being charged to my card despite having paid with a wodge of points.

For Accor Plus dining discounts, you need to show your Accor Plus card (either in the app or physical card) when you use the hotel restaurant.

Which I know about, and I did, and the wait staff were not interested - in fact they did not seem to even know what it was - just waved me off and said "that will be OK". My dining benefit was not recorded, despite me showing it to them and asking three times if it had been recorded, and then the hide of them challenging that it was room service....

Also a possibility is they may have put you in the best available room they have but of the old (i.e. unrenovated) style which didn't have any such Nespresso machine.

Room was nicely renovated. I looked and there was no Nespresso machine, no big deal, but really 2 tea bags a single packet of biscuits to share, plus no welcome gift, was in fact pretty stingy.

 

[ellen10]

Property: Novotel Sydney Darling Harbour
Status: Accor Plus Gold
Room booked: Superior Room 1 Queen Bed
Room upgraded/type: Yes to a lovely suite overlooking Darling Harbour
Rate: Accor Plus Members Private sale $207
Early check in/late out: Not required
Welcome drink: Yes 2 drink vouchers (for wine beer or spirits)
Welcome gift: Yes given at checkin 1 small bottle of red, a bottle of water and a cookie.

Upon arrival to our room there was a bottle of champagne with a happy Birthday card for someone's 80th. I phoned reception and told them as I was concerned the birthday boy would miss out. The reception guy thanked me and said he would get it collected and send me a thank you gift. We had to go out and came back later to find champagne gone but a very nice bottle of red (not the usual Bancroft) and two wine glasses in its place.

This was a last minute booking as we were helping our Pyrmont son move units. I also used my free night ( we stayed 2 nights).

The suite was lovely and had a wonderful view over Darling Harbour. Also in the fridge was a tray of complimentary treats: 2 bottles of water, 2 packets of savoury snacks, biscuits, a muesli bar, chocolates and two apples. Room was spotlessly clean It had a separate bedroom , lounge and dining table area. It had a Nespresso machine.

We had breakfast both mornings (Accor 50% discount). Free Barista coffee. The hotel was very busy both mornings but plenty of food offerings, replaced consistently.

All dealings with staff were friendly and on checkout the reception guy offered us 2 free barista coffees. A most pleasant stay!

 

[Muppet501st]

Property: Movenpick Hobart
Status: Accor Plus Diamond
Room booked: Derwent Suite Water Views
Room upgraded/type: no, used 2 SNUs
Rate: $532, same room without SNUs $969 for Friday and Saturday nights.
Early check in/late out: Not required
Welcome drink: Yes 2 drink vouchers (for wine beer or spirits)
Welcome gift: chocolates in room.

Arrived around 11pm, ( lucky to arrive at all after VA cancelled flight )
Awesome room and balcony with a great view.
Only had breakfast there and no coffee tax.
Really love the location, our 2nd stay here.

 

[Flyfrequently]

Welcome gift: Two bottles of water and a fruit platter for Tony (not my name)


View attachment 355689
View attachment 355690
View attachment 355691

Tony's welcome gift (my name ain't Tony but I'll take it):
View attachment 355693View attachment 355692


View attachment 355694

"Tony" was probably stranded in Sydney @kangarooflyer88

 

[austgap]

Property: Movenpick Melbourne on Spencer
Status: Accor Plus Platinum
Room booked: Superior Room
Room upgraded/type: Superior Suite
Rate: $272/night via Amex GBT
Lounge: N/A
Early check in/late out: Not requested.
Welcome drink: Drink voucher via App.
Welcome amenity: Bottle of Sparkling and Chocolate fudge cake thing

Usual monthly visit to the Movenpick. Can't fault the hotel and am on a 6 stay streak of getting a suite! Have found the change to the Bar menu a bit limited (and now insanely expensive), staff are good and location works being close to the office. Just wish they'd fix up those scratchy towels.

 

[austgap]

Property: Novotel Melbourne South Wharf
Status: Accor Plus Platinum
Room booked: Standard Room with Queen
Room upgraded/type: One Bedroom Suite
Rate: $220/night via Amex GBT
Lounge: N/A
Early check in/late out: Not requested.
Welcome drink: Drink voucher
Welcome amenity: Bottle of De Bortoli Brut and reusable bottle of Sparkling water.

Nice stay, good upgrade (seemed to make a bigger deal about repeat stay vs loyalty). Breakfast is a big step down from the Movenpick. Good one night stay.

 

[kangarooflyer88]

"Tony" was probably stranded in Sydney @kangarooflyer88

With my luck the room was probably reserved for the PM Tony Albo.

 

[sudoer]

Have found the change to the Bar menu a bit limited (and now insanely expensive)

That's a shame, would you happen to have a photo? (or could you please take one on your next stay?)

Just wish they'd fix up those scratchy towels.

I know exactly what you mean having stayed 20+ times since they opened in 2021. The towels were very soft at first but absolutely terrible now - some quite tattered around the edges even. Have left feedback on the post-stay survey a few times.

 

[Flyfrequently]

That's a shame, would you happen to have a photo?

The menus are on Miss Mi's website, scroll right down and you will see Bar Menu @sudoer
We dined at Miss Mi recently and really enjoyed our dinner.
The bar was well patronised between 6-7 pm, many patrons then moved into the restaurant for dinner.

 

[eric2011]

Ref Sofitel Brisbane. As a Platinum does anybody have experience receiving plat benefits especially lounge access and breakfast regardless of room booked or upgrade.
tia

 

[kangarooflyer88]

Ref Sofitel Brisbane. As a Platinum does anybody have experience receiving plat benefits especially lounge access and breakfast regardless of room booked or upgrade.
tia

I should preface this by saying that I have not yet stayed at any Sofitel hotel as an Accor Platinum not the least Sofitel Brisbane. But I have stayed at a number of Accor hotels and especially higher end hotels like Pullman and have never had an issue accessing the lounge (if there was one) nor having breakfast. Specifically on lounge access, there is only one type of property where you won't be guaranteed lounge access based solely on status to my knowledge, namely Fairmont Gold properties.

I should also direct your attention to this Accor website which lists hotels which provide complimentary lounge and breakfast for elites:

List of hotels with an Executive Lounge

List of hotels with an Executive Lounge

all.accor.com

If you plug in Brisbane you'll see that lounge access for elites is available at the Sofitel Sydney Central. If you then click on the tab which says hotels offering complimentary breakfast and again select Brisbane, this time you'll see a number of hotels, albeit Sofitel is not listed. It is my understanding that breakfast is generally provided in the lounge.

-RooFlyer88

 

[PineappleSkip]

As a Platinum does anybody have experience receiving plat benefits especially lounge access and breakfast regardless of room booked or upgrade

I have stayed at the Sofitel Brisbane several times and lounge access for platinum and diamond isn't an issue, they'll mention it to you as well as breakfast on check in. The food offering is OK, comparable with QF business lounge, and we usually go downstairs for dinner. You'll get a high floor room as well and we've always had a city view room. I haven't had a suite upgrade there other than when using a suite night. Breakfast is downstairs, not in the lounge, which opens at 2 pm, and free breakfast also isn't an issue. No free parking.

 

[Captain Halliday]

The food offering is OK, comparable with QF business lounge,

Ouch!