Accor Charging Me More for a Confirmed Stay

[Flyfrequently]

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"

Yeah, system error, I say BS to that @Phoenix-1 !

 

[MEL_Traveller]

And also see this: Booking accommodation – your consumer rights (NSW consumer affairs)

I just read through the Accor conditions posted by Serfty, I couldn’t see a right of cancellation by the property? (other than force majeure)

The link however is French centric. It doesn’t seem to have the Aussie overlay of ACL etc.

 

[Ansett Nostalgic]

If they made a mistake it's their fault and you are entitled to insist on the price booked.

 

[Seat0B]

Irrespective of the Accor conditions, I don't think they can just do this bait and switch under the ACL. I think you will need to try to resolve it with the hotel, and then take it up with Fair Trading. I am not a lawyer.

 

[MEL_Traveller]

If they made a mistake it's their fault and you are entitled to insist on the price booked.

Not necessarily. A mistake can void a contract under certain conditions.

But I’m not sure in this case it was an obvious mistake.

 

[esseeeayeenn]

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:

Can you clarify the point you are making?
An agent has authority to bind the principal.
If the hotels use Accor as their agent, they will be bound by any legally enforceable agreements which Accor enters into on their behalf.

 

[Ansett Nostalgic]

Not necessarily. A mistake can void a contract under certain conditions.

But I’m not sure in this case it was an obvious mistake.

In the OP's case it can't have been clear or obvious that it was an error price.

That is before we also get into the territory of misleading conduct and drip pricing...

 

[MEL_Traveller]

Can you clarify the point you are making?
An agent has authority to bind the principal.
If the hotels use Accor as their agent, they will be bound by any legally enforceable agreements which Accor enters into on their behalf.

And in the OP’s case Accor is saying the principal has come back and said it might be a mistake and the principal is no longer wishing to ho our the price.

It’s the same as a travel agent - or other airline - issuing air tickets. They do so as agent and your contract is with the operating airline in terms of delivering the flight.

I wasn’t aware of the ‘agent’ wording and personally think it doesn’t pass the pub test!

But now I’m aware of it I can sort of see why it makes sense. But it should be far better communicated to customers.

 

[equus]

In the OP's case it can't have been clear or obvious that it was an error price.

That is before we also get into the territory of misleading conduct and drip pricing...

It will be very hard for them to suggest it was an obvious mistake, given that there are plenty of rooms available for Friday nights at less than what the OP booked -and it would not be expected that the OP should know exactly how much premium was going to be added for NYE.

I would suggest that as well as making sure the OP has screen shots of the booking, also screen shot availablity of the same room at a semi-similar day - say a Friday or Saturday night, where the rate is less than what they have booked (and I think you will find some sub $400). That would help demonstrate the fact that it was not an obvious error price.

 

[dajop]

It’s the same as a travel agent - or other airline - issuing air tickets. They do so as agent and your contract is with the operating airline in terms of delivering the flight.

Legally perhaps identical to those arrangements.

But there is a commercial difference - Accor has two relationships with the hotel , not just as booking agent but also they license the brand to the hotel. Accor own the Pullman brand. If an owner is damaging their brand I am sure they have additional sway, although the hotel trying to pull this on a dozen guests might not be considered an issue with regards to the brand.

 

[MEL_Traveller]

Legally perhaps identical to those arrangements.

But there is a commercial difference - Accor has two relationships with the hotel , not just as booking agent but also they license the brand to the hotel. Accor own the Pullman brand. If an owner is damaging their brand I am sure they have additional sway, although the hotel trying to pull this on a dozen guests might not be considered an issue with regards to the brand.

Agree!

Which is why I don’t think this ‘agency’ argument passes the pub test!!

Ot would be like the huge OTA TUI saying it took no responsibility for the operations of Tui airlines, which it wholly owns!

 

[Phoenix-1]

The text of the email if anyone is interested.

Hope this email finds you well.

We are reaching out regarding your reservation [xx_XX] for New Year's Eve, arriving on 31 December 2026.

We are currently reviewing bookings for this high-demand period and would appreciate if you could kindly confirm whether you still intend to stay with us.

Our records show the following reservation details:

• Arrival: 31 December 2026
• Departure: 1 January 2027
• Length of Stay: 1 night
• Guests: 2 Adults
• Room Type: Superior Room with Hyde Park View, 1 King Bed
• Booking Inclusion: Room with breakfast

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.

To resolve this matter, we would like to offer you the following options:

• Voluntarily cancel your reservation and receive a complimentary room stay, valid for use within the next 12 months (subject to availability); or

• Retain your reservation by paying the difference between the rate originally booked and the correct room rate with additional $700.00 for the 31st of December 2026

We understand this may be disappointing and appreciate your understanding while we work to rectify the error. Please let us know your preferred option by 20/07/2026 and our team will be happy to assist with the necessary arrangements.

Should you have any questions, please do not hesitate to contact us.

We appreciate your assistance and look forward to hearing from you.

Kind regards,

Reservations Team

 

[markis10]

The wording of that email suggests to me they are looking at maximising revenue hence the review. Accor terms indicate they review bookings and provide acceptance via an email confirming the booking. I would be going to consumer affairs ASAP, with a copy to the ACCC re bait and switch. I am sure loyalty lobby and their resident aunt agony would be happy to get on this! I have posted your email without identifying you on the Accor plus Facebook page, curious to see if you are alone…

 

[I love to travel]

The text of the email if anyone is interested.

What is the world coming too - strongly worded email from the get go so they know that you can't be messed with.

 

[markis10]

Looks like someone who booked three nights got a similar email, so it’s not an issue with minimum stay

Facebook

www.facebook.com

 

[Phoenix-1]

I've applied for access to that page. Would you be able to share what's been written so far?

All good - I have access

 

[jase05]

Absolutely outrageous
Add that hotel to my banned list

 

[Captain Halliday]

The text of the email if anyone is interested.

Have you considered cancelling voluntarily, accepting the free night and then using the free night in New Year’s Eve?

Edit: And don’t get me started on anonymous emails. Have the decency to put your name to the message.

 

[blackcat20]

Have you considered cancelling voluntarily, accepting the free night and then using the free night in New Year’s Eve?

Edit: And don’t get me started on anonymous emails. Have the decency to put your name to the message.

I imagine they'd use the 'subject to availability' to deny that one...

 

[Captain Halliday]

I imagine they'd use the 'subject to availability' to deny that one...

For sure. I should have include a sarcastic emoji.