Accor Charging Me More for a Confirmed Stay

[Phoenix-1]

Booked a NYE night at Pullman Sydney and now they're asking for $700 more.

Any precedence on this? I plan on telling them to take a hike.

EDIT: Original price was $500/night, so it wasn't some outrageous error rate. I booked this ~6 months ago.

 

[VPS]

That's outrageous

 

[RooFlyer]

I’ve certainly heard about hotels increasing rates substantially for a special event but that’s still sucks pretty much.

I’d accept the charge and assuming it’s not prepaid andcancellable until the day before, wait till the day before until you cancel.

 

[Mr_Tee]

Booked a NYE night at Pullman Sydney and now they're asking for $700 more.

Any precedence on this? I plan on telling them to take a hike.

EDIT: Original price was $500/night, so it wasn't some outrageous error rate. I booked this ~6 months ago.

What is the exact nature of their ask? How does a business actually ask for more money when you have already been offered and accepted a rate?

 

[Happy Dude]

Booked a NYE night at Pullman Sydney and now they're asking for $700 more.

Any precedence on this? I plan on telling them to take a hike.

EDIT: Original price was $500/night, so it wasn't some outrageous error rate. I booked this ~6 months ago.

Have you got confirmation (eg by email) of the booking and rate? I'd do what @RooFlyer suggests if applicable and if they want to play that sort of shenanigans.

 

[Phoenix-1]

I have a booking confirmation email. There's no way I'm going to accept the charge or cancel the stay. Happy to take this to Fair Trading.

On the face of its nonsense - what's preventing Accor from doing this a week out from any given stay, after you've already locked in your flights and activities?

There's no leg to stand on legally.

 

[serfty]

Booked a NYE night at Pullman Sydney and now they're asking for $700 more.

Which Pullman in Sydney?

 

[Phoenix-1]

Hyde Park

 

[Brissy1]

I have a booking confirmation email. There's no way I'm going to accept the charge or cancel the stay. Happy to take this to Fair Trading.

On the face of its nonsense - what's preventing Accor from doing this a week out from any given stay, after you've already locked in your flights and activities?

There's no leg to stand on legally.

Maybe you didn't book a room, just a bundle of rights.

 

[Happy Dude]

Are they claiming the rate you booked was an error?

 

[Phoenix-1]

Are they claiming the rate you booked was an error?

The exact wording is:

"As part of our review, we have identified that the rate attached to this reservation may have been loaded incorrectly due to a system error at the time of booking"

 

[Mattg]

If it was a very major event that just got announced, I might have some level of understanding (although I still wouldn't accept this).

But New Year's Eve? It's not like the hotel couldn't have known in advance that this was going to happen on 31 December.

 

[MEL_Traveller]

The exact wording is:

"As part of our review, we have identified that the rate attached to this reservation may have been loaded incorrectly due to a system error at the time of booking"

If they were trying to claim a mistake they should have said the rate *was* incorrectly loaded.

‘May’ is sloppy. It either is, or isn’t. How can they not know.

If it’s in doubt, i’d ask for the benefit of that doubt.

Unless there are extenuating circumstances, like this was a ‘special deal’ identified on some blog site?

 

[oz_mark]

If it were $12 I could see their point, but if it was $500 it is not clear that is an error rate. Saying "System Error" is just a template.
I would
1) Reply to them saying you don't accept the price increase
2) Escalate (as best you can), to Accor Corporate. - Get onto Accor Customer Support urgently

 

[Phoenix-1]

Unless there are extenuating circumstances, like this was a ‘special deal’ identified on some blog site?

Nope. Opened the app and booked direct. From memory, the Sofitel(s) were a few hundred extra, and the Novotel(s) were similarly priced to the Pullman.

 

[oz_mark]

Also, take any screenshots of your booking as it stands now.

 

[DC3]

The exact wording is:

…. may have been ….

 

[Phoenix-1]

Also, take any screenshots of your booking as it stands now.

This is a good idea, thanks.

 

[serfty]

GENERAL TERMS AND CONDITIONS OF SERVICES

GENERAL TERMS AND CONDITIONS OF SERVICES

all.accor.com

Accor clearly state they act as an agent for the property:

The Establishments are operated by legal entities separate from ACCOR.

ACCOR and the Establishments are bound by a contract under which ACCOR provides hotel know-how, brands and various services including distribution, sales, marketing and loyalty services. Since ACCOR is an agent of the Establishment, the Customer may not hold ACCOR or any company in the ACCOR group liable for any shortcomings attributable to the Establishment. Information about the Establishment is available (i) in the booking confirmation e-mail and (ii) on the Establishment's profile on the Site.