Guaranteed Booking as Accor Platinum - Told by Hotel they Cannot Honour

[Flyfrequently]

On Thursday, as Accor ALL Platinum Explorer, booked a room at a hotel we usually stay at up in town for medical appointments for this coming Tuesday ( Chinese New Year )
I was able to book it as "guaranteed room as Platinum"
Called hotel today to be told, fully booked and they can not honour this reservation.

Have asked not to bumped, find someone else..... ( gonna happen she said)
What expectations/suggestions/ experiences have others had in this situation? Thanks

 

[sudoer]

Firstly, check that CNY is not a blackout date at that property.

Then call the ALL Platinum/Diamond support line (+61 2 8023 8523) and explain the situation, and that the hotel refusing to honour your reservation and is not accommodating you in another hotel. Do some research for nearby hotels of a similar grade, which would be acceptable to you and have availability, and communicate these to the ALL rep.

Under 9.3 of the ALL T&C - the hotel needs to reaccomodate you.

If a hotel is unable to honour the guarantee of availability, the hotel reserves the right to have the Member accommodated, for a full or partial stay, in a hotel of an equivalent category or by providing a service of the same nature, subject to prior agreement with the Member. Reasonable expenses relating to the transfer between the two hotels (possible additional cost of the room, transport and a phone call) are the responsibility of the hotel initially booked. All lodging expenses for that night (the cost paid by the Member, as well as the additional cost reimbursed by the hotel) are eligible for Reward Points and collecting of Status nights.

 

[Flyfrequently]

Thanks @sudoer
I had checked re CNY and it isn't a blackout date, though the hotel is in Melbourne's eastern suburbs, maybe a tour group, they get quite a few.

When I first looked on Thursday morning, had no difficulty finding availability but was waiting on confirmation of a medical appointment close by.
By the time I booked in the afternoon, it was the "guaranteed as Platinum " availability and slightly more expensive ~ $30 (not fussed about that)

The Front Office Manager has called me back twice now.
First time "nothing we can do" I did ask him to check out Pullman on the Park but it's not quite near to where I am co- ordinating 4 appointments , 2 Tuesday late afternoon , 2 Wednesday morning.

I also informed him that I can still book a room as Platinum (albeit twice the price) This has perhaps jolted him into having it prioritised 1st thing Monday with in house reservations, or that he has checked my guest history and we stay every 8 weeks or so for said appointments.

I did ask him what would have happened if I had not called and he said, you wouldn't have a room
Thanks for the phone contact and link, will follow up and report back.