Accor would like some more money - booking saga

[carwashhair]

I've got a situation playing out with a booking that I'd be keen on getting some insights on.

Background: A fortnight ago I booked and prepaid a night at Sofitel So Singapore, VIP room furing the members 40% off sale. Since I wanted to use some points to book (but couldn't do so online), I called up and asked if I could. The agent couldn't help me with this but offered the room at a rate slightly better than my points would have reduced the rate for, so I confirmed all details with him and booked and paid right there.

A week ago, I received a call from Accor stating that I'd been given a 50% off platinum rate (I'm a base level LeClub member) by a new staff member as a mistake, and they wanted me to pay the difference (approx $100sgd) between the rates. I said then and there that I will be paying no extra money, as I prepaid the non-refundable rate at the time of booking in good faith it was available to me. If they didn't want to give me the room that they agreed upon by accepting my payment then they would have to refund my money. Accor said they would have to speak to the hotel. Today I received another call saying Accor are waiting on a reply from the Hotel as to whether the hotel will wear the cost differential, because Accor will not.

From my perspective I prepaid the whole cost for the room on a non-refundable rate to lock in the booking. I intend on keeping my part by staying there, but Accor don't want to wear their mistake and want either myself or the hotel to cop the cost. I'd be open negotiating , like using my points to cover part of the difference.

I've been told I will hear some more from them shortly but in the meantime I just want to see if anyone else has had any issues like this with Accor and how to best deal with it. Is it worth contacting the hotel directly?

 

[puppysparkes]

I've got a situation playing out with a booking that I'd be keen on getting some insights on.

Background: A fortnight ago I booked and prepaid a night at Sofitel So Singapore, VIP room furing the members 40% off sale. Since I wanted to use some points to book (but couldn't do so online), I called up and asked if I could. The agent couldn't help me with this but offered the room at a rate slightly better than my points would have reduced the rate for, so I confirmed all details with him and booked and paid right there.

A week ago, I received a call from Accor stating that I'd been given a 50% off platinum rate (I'm a base level LeClub member) by a new staff member as a mistake, and they wanted me to pay the difference (approx $100sgd) between the rates. I said then and there that I will be paying no extra money, as I prepaid the non-refundable rate at the time of booking in good faith it was available to me. If they didn't want to give me the room that they agreed upon by accepting my payment then they would have to refund my money. Accor said they would have to speak to the hotel. Today I received another call saying Accor are waiting on a reply from the Hotel as to whether the hotel will wear the cost differential, because Accor will not.

From my perspective I prepaid the whole cost for the room on a non-refundable rate to lock in the booking. I intend on keeping my part by staying there, but Accor don't want to wear their mistake and want either myself or the hotel to cop the cost. I'd be open negotiating , like using my points to cover part of the difference.

I've been told I will hear some more from them shortly but in the meantime I just want to see if anyone else has had any issues like this with Accor and how to best deal with it. Is it worth contacting the hotel directly?

It seems to be Accor's issue. How did it pan out?

 

[ftm]

I don't think you should pay anything extra. Their mistake, they need to work out the behind the scene bits and not bother the guest!

 

[docjames]

Interesting situation, what's the result to date?

 

[travelislife]

It should stay just the way you booked it!

 

[carwashhair]

Thanks for the interest everyone. TLR Update: I stood my ground, and the booking stands.

I waited nearly a week after they tried on their shtick, and they got back to me with a solution - since the hotel weren't at fault and wouldn't wear the cost, so to appease both myself and the hotel, the booking centre conjured up 4000 points to my account, then debited those 4000 points from my account to the hotel.

Guess I'm a little astounded that after shelling out $460 on a room, a multinational corporation would try it on to get a few more $ rather than wearing a staff mistake. I also wish I could magic up points when I needed to!

 

[puppysparkes]

Thanks for the interest everyone. TLR Update: I stood my ground, and the booking stands.

I waited nearly a week after they tried on their shtick, and they got back to me with a solution - since the hotel weren't at fault and wouldn't wear the cost, so to appease both myself and the hotel, the booking centre conjured up 4000 points to my account, then debited those 4000 points from my account to the hotel.

Guess I'm a little astounded that after shelling out $460 on a room, a multinational corporation would try it on to get a few more $ rather than wearing a staff mistake. I also wish I could magic up points when I needed to!

I think you're covering for a personal mistake by the booking centre. It's not your issue IMHO.

 

[tgh]

Co-incidental to the discussion , but I really enjoyed the So… hope you do too..