How does Accor treat you as an Elite guest?

[billmurray]

Yes they are, just add in your ALL number during the booking process - I believe that box isn't there for non-FHR bookings.

So through their normal Amex travel bookings, this is not eligable for status you mean?

 

[RealtimeY]

That's right, only FHR rates are eligible for status.

 

[CaptainCurtis]

I ended up completing the standard feedback form, posted a review to Google and also sent a more detailed complaint to the GM. This morning I had the 'Assistant Director to the Front Office' respond, apologising for the failures and noting that they are taking "immediate steps" to ensure welcome amenities and room upgrades are provided going forward. Yeah right. I was told I would be credited with 5,000 ALL points, and that I was invited to return for a complimentary suite upgrade on a future stay. I will likely take them up on this once the renovations are complete, although that will depend on the rack rates of the standard rooms at the time.

A quick update - I responded to the Front Office Assistant Director saying the points hadn't been received and that I found his failure to acknowledge the complete lack of response from his team over a week long period incredibly disappointing. The GM, who had been copied in on the email thread, responded taking responsibility for the issues and assuring me that the feedback was being addressed with relevant staff members. He has subsequently offered 20,000 ALL points (which have thankfully already posted to my account) and a complimentary night in a junior suite after the renovation is complete (valued at ~$800USD), along with 40% off any additional nights. A good outcome.

 

[Holiday.with.Ken]

A quick update - I responded to the Front Office Assistant Director saying the points hadn't been received and that I found his failure to acknowledge the complete lack of response from his team over a week long period incredibly disappointing. The GM, who had been copied in on the email thread, responded taking responsibility for the issues and assuring me that the feedback was being addressed with relevant staff members. He has subsequently offered 20,000 ALL points (which have thankfully already posted to my account) and a complimentary night in a junior suite after the renovation is complete (valued at ~$800USD), along with 40% off any additional nights. A good outcome.

That's a decent outcome. I have been dealing the reservation team at Sofitel New York for the last month or so, they defiantly pick and choose which email they reply. If its too difficult or out of their scope, the emails gets ignored, including outside the reservation team.

 

[CaptainCurtis]

That's a decent outcome. I have been dealing the reservation team at Sofitel New York for the last month or so, they defiantly pick and choose which email they reply. If its too difficult or out of their scope, the emails gets ignored, including outside the reservation team.

Yep that clearly their approach with me until I copied in the GM demanding a response. Happy to share his email with you if you need it.