Feedback on experience with Mercure

Status
Not open for further replies.

Flashback

Enthusiast
Joined
Oct 29, 2006
Messages
11,384
Points
1,545
Hi guys,

Just wanted to mention a good experience, in this case with the Mercure in Melbourne. Booked a room earlier this morning for a trip being made in 2 weeks, and had accidentally booked the wrong day (on a deal that allows no date change, etc.). As it was an obvious mistake, I contacted Mercure in order to get the booking changed to a day later.

The hotel said no, and to ring their office in Sydney. So I rang Sydney, who took my details and rang the hotel themselves to follow up. 10 minutes later I received a call saying that my booking had been changed - couldn't have been happier.

It's great to see that through honest mistakes they're still happy to accomodate changes when the terms of the booking state otherwise. Obviously, as always YMMV - but for me this was a positive experience!

Cheers; Dan
 

straitman

Enthusiast
Moderator
Joined
Apr 27, 2003
Messages
17,887
Points
855
Qantas
LT Gold
Virgin
Gold
A great outcome that a few (so called) service providers could learn from. :D
 

codash1099

Established Member
Joined
Aug 2, 2006
Messages
2,897
Points
720
Qantas
Platinum
I'm not so sure about Mercure's customer care.

I've stayed with them on quite a few occasions (mostly the Mercure Sydney Airport) and have run into a total blank on getting FF points for the stay. I usually book direct with the hotel but have only ever received points for expenditure during my stay (eg breakfast). Nothing for the accommodation itself. I've had no response to emails and no action even when promised by the receptionist at the hotel. Chasing points through the Qantas FF does no better. There is nothing anywhere on their site (that I can find) that sets out their policy. I have, however, received points on the one occasion I booked through Qantas Holidays.
 

clifford

Established Member
Joined
Jul 6, 2004
Messages
2,009
Points
420
You need to remember you are dealing with Accor.

They don't know what "customer service" means.

After all, they are a French company.
 

Soundguy

Member
Joined
Jun 15, 2006
Messages
323
Points
0
Had the same problem, not getting FF points from Accor hotels. They usually come up with an excuse that the room has to be above a certain $$ rate per night to qualify.
 

Flashback

Enthusiast
Joined
Oct 29, 2006
Messages
11,384
Points
1,545
It's interesting that you say that - I had the same experience with the Mercure up in Broome..
 
Last edited:

oz_mark

Enthusiast
Joined
Jun 30, 2002
Messages
19,210
Solutions
5
Points
1,440
Soundguy said:
Had the same problem, not getting FF points from Accor hotels. They usually come up with an excuse that the room has to be above a certain $$ rate per night to qualify.

Not exacly a uniquely Accor problem. Seems widespread through many chains
 

snufl

Member
Joined
Aug 11, 2006
Messages
257
Points
10
When I stayed at the Mercure Sydney points were posted quick smart.:D

Stayed at Novotel Homebush and after 6 contacts and 5 months wait to no avail, I sent a copy of receipt to Qantas, then got points.

Both are Accor :rolleyes: and I got the feeling the responsibility is with the individual hotel.

My husband doesn't follow up and after checking his FF statement none of the points for the hotels he had stayed at in the past couple of years were there, so its seems common with a number of brands.

Our new rule is: File all receipts, if points do no appear on ff statement within 3 months, fax to Qantas.
 
Vinomofo is the best wine deals site on the planet. Good wines, real people and epic deals, without all the bowties and bs.

AFF Supporters can remove this and all advertisements

snufl

Member
Joined
Aug 11, 2006
Messages
257
Points
10
When I stayed at the Mercure Sydney points were posted quick smart.:D

Stayed at Novotel Homebush and after 6 contacts and 5 months wait to no avail, I sent a copy of receipt to Qantas, then got points.

Both are Accor :rolleyes: and I got the feeling the responsibility is with the individual hotel.

My husband doesn't follow up and after checking his FF statement none of the points for the hotels he had stayed at in the past couple of years were there, so its seems common with a number of brands.

Our new rule is: File all receipts, if points do no appear on ff statement within 3 months, fax to Qantas.
 
Status
Not open for further replies.
Top