How does Accor treat you as an Elite guest?

[ThatMrBlake]

I finished up a stay at the Como Mgallery last Thursday, and also still waiting on statement, nights and points. Perhaps a wider Accor issue? They're normally much more efficient.

I have had my stay for Saturday night show up on my account but not my Friday night stay. It’s all a bit hit and miss and they say up to 8 days to process.

 

[Lynda2475]

But statement is usually emailed right away, even if the nights/points take a few days.

 

[elanshin]

Ill write a post properly later but surprised that iBis Rotorua treated us the best out of Pullman Auckland, ibis Rotorua and Sebel Manukau Auckland.

They gave a free slice of mudcake with happy birthday on it, some mm on the way out. Drinks and a few other choccies and treats in the room.

Property: SO/ Auckland
Status: Accor+ Gold
Room booked: SO Urban - 30 SQM, Bold Design, Vibrant City Views, Deep Soaking Tub and Rainshower, Maraca bathroom amenities, 49" TV, Nepresso Coffee Machine, Complimentary Non-Alcoholic Minibar and Wi-Fi
Room upgraded/type: No upgrade, received an apology that were fully booked because of the local long weekend
Welcome drink: one drink voucher (even though room was booked for 2) to be used at foyer bar, rooftop bar or the cafe
Welcome gift: 3 chocolates (see pic below)
Rate: 2 nights ACCOR PLUS - STAY LONGER AND SAVE - BED AND BREAKFAST plus Stay Plus benefit for the 3rd night. Booking confirmation said no breakfast on the 3rd morning, but on check in was told buffet breakfast included on all 3 morning, not that it was relevant.

I booked this property to cover my stay as part of a QF DSC run.

My flight from MEL-AKL was late, landed at 1:30am instead of 00:15am; then there was a huge queue at customs because many flights had just arrived, didn't get out of the airport until 2:10, but thankfully no traffic so was at reception by 2:30am.

I was one of 5 rooms yet to check in seemed several flights were late. Check in took about 3mins and I was soon on my way to my room. Swipe room key and lift takes you direct to your floor, no numbers to press.

I liked the room and its perfect for a solo traveler, super comfy bed, convenient powerpoints, nice walk in shower with a shelf and great water pressure, plenty of hanging space and drawers for clothes, good sized desk if need to work, and very quiet did not hear any other guests.

View attachment 368967
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Welcome chocolates were delicious
View attachment 368971
The view (room was on 11th floor)
View attachment 368972

BUT I would not book this room type if staying with someone else, as the toilet is in an alcove with no door. In fact whilst seated on the toilet, your knees protrude past the nib wall. I don't care how close you are to your partner you don't need to see/hear/smell them poop!

View attachment 368973

The complimentary min-bar contained 2 * bottles of Still water (even though my profile says I refer sparkling), 2 * bottles of Remedy Kombucha , 2 * cans of L&P, 1 bottle of juice and 2 Whitakers chocolate bars. The Bottle of water, Kombucha and chocolate bar I ate were not replaced during my stay.

The included buffet breakfast was pretty typical cereals, breads/pastries (including bagels), fresh fruit, juice, yoghurt, charcuterie, cheeses, bacon, sausages, tomato, mushrooms, scrambled eggs, hashbrowns, mini spring rolls and an omelette station. However no ability to get poached or fried eggs cooked to order. Took me a while to find the butter, was in a squeezy tube not a pat.

Also included barista made coffee but it was awful so I didn't drink it day 1 and didn't bother to order it day 2. There are many fabulous places to get great coffee in Auckland no need to drink a bad one.

The concierge happily offered me an umbrella (with torch built into the handle) when It was raining on my way to dinner with local friends Saturday night.

Location was excellent, easy walk to everywhere i needed to be.

Although I paid for 3 nights (Thur, Fri, Sat) I was only actually there for 49 hours checking in at 2:30am on Fri, checking out at 3:30am on Sunday because of stupid early 6am flight.

Now for the negative: I figured 10 minutes for check out would be ample at that time of day. The efficient girl who had checked me in was dealing with some drunken guests who were trickling in from a nearby nightclub and wanting room service; leaving the guy on the front desk with very poor English and no sense of urgency to check me out.

He slowly turned on the laptop (no idea why it would be off when they have 24hr reception), had to look at his phone to get the log on details, took about 10 minutes to bring up my booking and then says that will be $92. I said my room was fully paid at time of booking (and confirmed at check-in) and I had not charged any meals or drinks to the room, could he please explain what the $92 was for, as I suspect it is an error? He says why don't you pay it and we will email you a receipt and you can challenge it later. I was like no, can I speak to a supervisor please, he tells me he is the night manager (which seemed like BS given the low proficiency).

Luckily the girl who had then checked me was now free and came over, I explained I wanted to know what I was being charged $92 for given the room was paid for. She looks at the booking and says "oh you paid for 2 nights and used your Accor+ member stay benefit for the 3rd right"? I said yes, and she is like so nothing to pay, we will email you the statement.

Interesting they value a Saturday night stay on a long weekend at only $92, as the website says NZ $315.

38hours later no statement received, nights not showing in my Accor account but also thankfully no charges on my credit card. I don't know if the guy was trying to run a scam or just incompetent; but I will be making a complaint when the post stay survey email arrives.

Would I stay again? Yes if solo, but would likely book elsewhere if travelling with a friend or partner because of the toilet unless I could confirm a better layout with a door in advance.

Hows SO/? I was very close to booking it (funnily in AKL for the same reason you are, status run through MEL over the Aus Day long weekt).

I ended up at Pullman instead after feedback that SO can get noisy with the clubs nearby.

 

[FishFood]

Would I stay again? Yes if solo, but would likely book elsewhere if travelling with a friend or partner because of the toilet unless I could confirm a better layout with a door in advance.

Isn't the toilet door the hinges in the photo? Looks like the bathrooms in some Holiday Inn Express hotels where the bathroom door and shower door are the same piece of glass

 

[k_sheep]

Property: Ibis Styles Elizabeth St, Brisbane
Status: Accor Plus - Gold
Room booked: Base
Room upgraded/type: Corner room, high floor
Rate: Red hot rate, $125
Early check in/late out: Wasn't required
Welcome drink: Yes
Welcome gift: Rocky road choccie

Second stay at this place, send time getting a really tidy room with impressive view of the muddy Brisbane river. Corner room this time so views out to the cathedral to the west. Welcome drink generously poured (de Bertoli bubbles) with a smile and 'of course, please go chill out in your room' when I asked if I could take it to 'go'.

Will definitely stay again! Probably in a couple weeks if they keep putting it as a red hot room ...

Edit: and the rocky road was replenished next day! And another 2 bottles of water turned up (even though I didn't use the first ones).

Quoting myself, as everything above is still true a few weeks later! Except it's gone up to $127.

Just looked on the app; next week, still red hot room but 135 now ... hmmm maybe I'll make use of my HH gold while I still have it ...

 

[Lynda2475]

Isn't the toilet door the hinges in the photo? Looks like the bathrooms in some Holiday Inn Express hotels where the bathroom door and shower door are the same piece of glass

Nope, I tried that, shower door still still at least a 30cm gap, does line up with the wall at all.

 

[cdp88]

Property: Novotel Taoyuan Airport, Taiwan
Status: Accor + Gold
Room booked: Standard King
Room upgraded/type: Yes - Executive Floor room (although no executive floor benefits offered). Applied to both rooms on our booking. Main difference seems to be side of the building and presence of stuffed panda bear. Rooms were high floor and quiet so we were happy with this.
Rate: Red hot sale about $AUD 175 per night including tax.
Early check in/late out: Not required
Welcome drink: Yes, 4 drinks offered but we didn’t use as we arrived in time for dinner, ate at the restaurant and then went upstairs. An improvement on our last visit when I was given 1 drink for a a room with 2 guests. There were 3 soft drinks in the room fridge without any price tag or menu were so probably complimentary.
Welcome gift: Plate of sweets/biscuits.
Other: Hotel is well run and efficient. I prepaid the room so was told to pay any restaurant meals directly (same as last time). Points should credit for restaurant meal although I only checked out earlier today so haven’t seen anything credited yet. Wake up call and shuttle bus all worked perfectly and got us to airport on time. Buffet restaurant honours accor plus and 15% discount on drinks (very limited selection on offer) and is reasonably priced once discounted. Have an another early morning departure so will likely stay again later this month and update if anything new/different occurs.

 

[AusTraveller]

Property: SO/ Auckland
Status: Accor+ Gold
Room booked: SO Urban - 30 SQM, Bold Design, Vibrant City Views, Deep Soaking Tub and Rainshower, Maraca bathroom amenities, 49" TV, Nepresso Coffee Machine, Complimentary Non-Alcoholic Minibar and Wi-Fi
Room upgraded/type: No upgrade, received an apology that were fully booked because of the local long weekend
Welcome drink: one drink voucher (even though room was booked for 2) to be used at foyer bar, rooftop bar or the cafe
Welcome gift: 3 chocolates (see pic below)
Rate: 2 nights ACCOR PLUS - STAY LONGER AND SAVE - BED AND BREAKFAST plus Stay Plus benefit for the 3rd night. Booking confirmation said no breakfast on the 3rd morning, but on check in was told buffet breakfast included on all 3 morning, not that it was relevant.

I booked this property to cover my stay as part of a QF DSC run.

My flight from MEL-AKL was late, landed at 1:30am instead of 00:15am; then there was a huge queue at customs because many flights had just arrived, didn't get out of the airport until 2:10, but thankfully no traffic so was at reception by 2:30am.

I was one of 5 rooms yet to check in seemed several flights were late. Check in took about 3mins and I was soon on my way to my room. Swipe room key and lift takes you direct to your floor, no numbers to press.

I liked the room and its perfect for a solo traveler, super comfy bed, convenient powerpoints, nice walk in shower with a shelf and great water pressure, plenty of hanging space and drawers for clothes, good sized desk if need to work, and very quiet did not hear any other guests.

View attachment 368967
View attachment 368969
View attachment 368970
Welcome chocolates were delicious
View attachment 368971
The view (room was on 11th floor)
View attachment 368972

BUT I would not book this room type if staying with someone else, as the toilet is in an alcove with no door. In fact whilst seated on the toilet, your knees protrude past the nib wall. I don't care how close you are to your partner you don't need to see/hear/smell them poop!

View attachment 368973

The complimentary min-bar contained 2 * bottles of Still water (even though my profile says I refer sparkling), 2 * bottles of Remedy Kombucha , 2 * cans of L&P, 1 bottle of juice and 2 Whitakers chocolate bars. The Bottle of water, Kombucha and chocolate bar I ate were not replaced during my stay.

The included buffet breakfast was pretty typical cereals, breads/pastries (including bagels), fresh fruit, juice, yoghurt, charcuterie, cheeses, bacon, sausages, tomato, mushrooms, scrambled eggs, hashbrowns, mini spring rolls and an omelette station. However no ability to get poached or fried eggs cooked to order. Took me a while to find the butter, was in a squeezy tube not a pat.

Also included barista made coffee but it was awful so I didn't drink it day 1 and didn't bother to order it day 2. There are many fabulous places to get great coffee in Auckland no need to drink a bad one.

The concierge happily offered me an umbrella (with torch built into the handle) when It was raining on my way to dinner with local friends Saturday night.

Location was excellent, easy walk to everywhere i needed to be.

Although I paid for 3 nights (Thur, Fri, Sat) I was only actually there for 49 hours checking in at 2:30am on Fri, checking out at 3:30am on Sunday because of stupid early 6am flight.

Now for the negative: I figured 10 minutes for check out would be ample at that time of day. The efficient girl who had checked me in was dealing with some drunken guests who were trickling in from a nearby nightclub and wanting room service; leaving the guy on the front desk with very poor English and no sense of urgency to check me out.

He slowly turned on the laptop (no idea why it would be off when they have 24hr reception), had to look at his phone to get the log on details, took about 10 minutes to bring up my booking and then says that will be $92. I said my room was fully paid at time of booking (and confirmed at check-in) and I had not charged any meals or drinks to the room, could he please explain what the $92 was for, as I suspect it is an error? He says why don't you pay it and we will email you a receipt and you can challenge it later. I was like no, can I speak to a supervisor please, he tells me he is the night manager (which seemed like BS given the low proficiency).

Luckily the girl who had then checked me was now free and came over, I explained I wanted to know what I was being charged $92 for given the room was paid for. She looks at the booking and says "oh you paid for 2 nights and used your Accor+ member stay benefit for the 3rd right"? I said yes, and she is like so nothing to pay, we will email you the statement.

Interesting they value a Saturday night stay on a long weekend at only $92, as the website says NZ $315.

38hours later no statement received, nights not showing in my Accor account but also thankfully no charges on my credit card. I don't know if the guy was trying to run a scam or just incompetent; but I will be making a complaint when the post stay survey email arrives.

Would I stay again? Yes if solo, but would likely book elsewhere if travelling with a friend or partner because of the toilet unless I could confirm a better layout with a door in advance.

Possibly the $92 is the figure that they charge Accor plus for the night. It’s an internal accounting thing. I’ve read of this occasionally occurring when an inexperienced staff member doesn’t fully understand the process.

 

[sudoer]

They have responded to offer a complimentary 60 minute massage for two on our next stay at Fairmont Makati

If anyone is staying soon send me a PM, I'll ask if I can transfer it to you.

So I went back and forth with the property before going to ALL direct.

ALL reps have no power to credit points, they needed to raise the complaint with the hotel.
It took a week or so, but I've just received an email directly from the property (the same person who I was dealing with initially) offering 7076 ALL points - a much better outcome.

 

[dairyfloss]

So I went back and forth with the property before going to ALL direct.

ALL reps have no power to credit points, they needed to raise the complaint with the hotel.
It took a week or so, but I've just received an email directly from the property (the same person who I was dealing with initially) offering 7076 ALL points - a much better outcome.

It's a very specific amount Probably the converted value of the already approved couples massage, I'd guess

 

[sudoer]

It's a very specific amount Probably the converted value of the already approved couples massage, I'd guess

I think you're right!

7076 ALL = 141.52 euro = 8617 php

90 minute couples massage = 9000 php

 

[Silvia]

Property: Mercure Newcastle
Status: Accor Plus - Gold
Room booked: standard king room
Room upgraded/type: same room, higher floor
Rate: Members app offer 20%
Early check in/late out: Wasn't required
Welcome drink: Yes
Welcome gift: 3 mini muesli bars, bottle of white wine on top of drink voucher

Pretty standard hotel, close to shops in the centre; however, fyi there is construction next door and can get a bit noisy. Not a major issue as I’m staying overnight. Does the job for a night with a pretty affordable rate

 

[Silvia]

Property: Ibis World Square Sydney
Status: Accor Plus - Gold
Room booked: standard queen room
Room upgraded/type: same room, higher floor
Rate: Advanced saver rate
Early check in/late out: Wasn't required
Welcome drink: Yes - 2 beers
Welcome gift: no, but did receive drink voucher

One of the nicer Ibis. Great location and very good price for Sydney. Basic but did the job overnight.

 

[Muppet501st]

Property: Sofitel Broadbeach
Status: Accor Plus -Diamond
Room booked: Queen ocean view
Room upgraded/type: yes- top floor King ocean view
Rate: $400pn !!
Early check in/late out: Wasn't required
Welcome drink: Yes x 2
Welcome gift: Wine and sweet crossiants

First of 3 working weeks here before the end of Feb. A lot quieter than last month.
A bit of noise from works next door.

 

[dairyfloss]

Property: Sofitel Broadbeach
Status: Accor Plus -Diamond
Room booked: Queen ocean view
Room upgraded/type: yes- top floor King ocean view
Rate: $400pn !!
Early check in/late out: Wasn't required
Welcome drink: Yes x 2
Welcome gift: Wine and sweet crossiants

First of 3 working weeks here before the end of Feb. A lot quieter than last month.
A bit of noise from works next door.
View attachment 369925View attachment 369926View attachment 369927

I see Diamonds get the $23 bottle of french sparkling, instead of the $15 Aussie one which is for Platinum

 

[cdp88]

Property: Mercure Tokyo Ginza
Status: Accor Plus - Gold
Room booked: Deluxe Queen
Room upgraded/type: yes- Privilege Queen
Rate: $250 per night for 4 nights, redeemed Stay Plus for one night with no surcharge for upgraded room.
Early check in/late out: Wasn't required
Welcome drink: Yes x 2 but didn’t use, bar was only open for fairly limited hours (approx12 noon to 6 pm each day although it didn’t seem to be open every day) and restaurant is only open for breakfast.
Welcome gift: it appeared not but there was a small chocolate block in the fridge. At check in they made a point of telling me a welcome amenity was in my room. Not immediately obvious as the minibar was free for Privilege Rooms and was restocked daily. Fridge included a savoury snack, block of chocolate a few soft drinks/juices. 3 refillable bottles of mineral water were replaced each day.

I had 3 rooms booked here (2 x Deluxe Queen and 1 Superior Twin). A few days out from the stay I asked about having rooms close together due to travelling with elderly parents and needing to be close in the event of emergencies. I was told only 2 could be on same floor but when I checked in all 3 were on same floor and I received an upgrade from my deluxe to privilege room. This was a good and much needed upgrade, we had space to invite others over and enjoy a takeaway dinner or drink as it had a large couch (which can become a sofa bed) as well as desk with chair and foot rest. I don’t know how much my earlier request about rooms together influenced the upgrade.

The Deluxe room was fine as it still had room to sit on a smaller couch and open a suitcase. The superior room was a bit too cosy for my liking.

Accorplus was honoured at breakfast although one had to first buy vouchers to redeem for breakfast. Breakfast itself was decent for the price. You should note vouchers are only valid for the day purchased for. Full price was 2600JPY and with our party of 6 I received the 33% discount making it pretty cheap.

 

[Flyfrequently]

Looking to book hotel in Koh Samui.
Accor ALL App - doesn't indicate A+ discount

Checked Qantas Hotels

Think I will go with Q hotels

 

[ThatMrBlake]

Property: Novotel Melbourne Central
Status: ALL Silver Plus
Room booked: Standard King
Room upgraded/type: Yes - Deluxe King
Rate: Corporate Rate
Early check in/late out: Not offered
Free Breakfast: No
Welcome drink: Yes - 1x
Welcome gift: Yes

Back in Melbourne for work and first time at this Novotel. Despite being a lowly Silver I received an upgrade and welcome gift which was a pleasant surprise. Hotel feels modern enough and the upgraded room felt oversized. TVs have Chromecast integration which is a nice plus compared to some other recent Novotels.

Dined at Pretty Boy Steakhouse both nights. No issue getting the plus discount. Food was tasty but service was a bit of a rollercoaster, nothing bad, just didn’t have the polish I was expecting. On the first night only after I had finished my meal did they inform me that their credit card terminal wasn’t working. Not a problem as I could charge to the room but I would not have liked to be in the situation if I was a walk in from the street and didn’t have cash. Despite this, I wouldn’t hesitate to dine here again on future stays.

 

[Flyfrequently]

Thanks for your review @youfoundblake

That would be annoying if you weren't an in-house guest and the credit card terminal wasn't working if you were using your linked Mastercard to pay for dining.

We offer dine when not in-house.
I wonder how one would go at getting rewards points with a cash payment (afterwards) or could you ask to use terminal at Reception?

 

[Brizz]

Property: Mercure Perth
Status: Accor Plus - Gold
Room booked: Base
Room upgraded/type: Newer building, queen rather than double
Rate: Corporate rate ($207.40 per night)
Early check in/late out: Not required
Welcome drink: Yes
Welcome gift: Nil

Arrived late to a very tired looking hotel - the restaurant closes early and the only place open near by was Macca's.

The room is OK - large enough and the bed is comfortable.

Shower and bath tub - the shower is complete rubbish however.

Breakfast was pretty poor with most hot food items empty - and little effort made to top them up.

One and done.

Apparently the new Novotel is the one to book.