How does Accor treat you as an Elite guest?

[Muppet501st]

Property: Pullman International Cairns
Status: Gold
Room booked: King room
Room upgraded/type: Upgraded to suite on top floor
Rate: not sure- thru CT
Free internet: Yes
Welcome drink: 2 Vouchers.
Early check in/late out: not required
VIP treatment: nice welcome letter, chocolates and water
Access to executive lounge (if existing): N/A
General comments: Had upgrade to suites for both stays a fortnight apart

 

[Muppet501st]

Property: Mercure Townsville
Status: Gold
Room booked: standard queen
Room upgraded/type: King room
Rate: thru CT
Free internet: Yes
Welcome drink: 2 Vouchers.
Early check in/late out: Not required
VIP treatment: welcome back letter and fruit platter and tim tam in room

 

[SMJ]

Property: Novotel Christchurch Cathedral Square
Status: Platinum
Room Booked: Superior Room with 1 King Bed
Room upgrade: Paid extra NZD$51.00 for an Executive Room, was then upgraded to a Suite.
Rate: Bed and Breakfast Rate
Free internet: Yes
Welcome drinks: Yes
Early check in / late out: 4pm late checkout provided.
VIP treatment: Bottled water provided in room.
Additional care/notes: Friendly staff, room was on the top floor, had a good sized balcony with great views.

 

[SMJ]

Property: Mercure Launceston
Status: Platinum
Room Booked: Superior Room 1 Queen Bed
Room upgrade: Privilege Room with 1 King bed.
Rate: Bed and Breakfast Rate
Free internet: Yes
Welcome drinks: Yes
Early check in / late out: Not required.
VIP treatment: Bottled water provided in room.
Additional care/notes: Friendly staff.

 

[calgarychris]

Property: Sofitel Wentworth Sydney
Status: Platinum
Room Booked: Classic Room 1 King bed
Room upgrade: Superior room with 1 King bed.
Rate: Flexible rate
Free internet: Yes
Welcome drinks: Yes - voucher given
Early check in / late out: late checkout requested and given
VIP treatment: Bottled water provided in room, small box of chocolates, offer of 1 snack + 1 drink or points
Additional care/notes: Service was excellent, received a call two days before confirming and asking if I required anything further. Received a voucher for a free drink at the bar and another that gave several snack and drink options (I chose strawberries + briscotti + chocolate + bottle of red wine). My only "negative" comment is that the room is really not that special and secondly, I was told I would be upgraded to a luxury room. That said I would definitely consider staying again.

 

[edman]

Property: Hotel St Moritz, Queenstown
Status: Platinum
Room Booked: Standard Guest
Room upgrade: Lakeview Guest
Rate: Members non-refundable
Free internet: Yes
Welcome drinks: Yes x 2
Early check in / late out: late checkout requested to 1pm and given
VIP treatment: Bottled water each night provided in room, bottle of local Pinot noir ($30 rrp)
Additional care/notes: Service was excellent, received a call two days before confirming and asking if I required anything further and made restaurant booking for me and reserved 2 dozen Bluff oysters. hotel is exceptional with one of the best hotel restaurants I've seen, free taxi ride from town each day to save climbing the big hill after a day's skiing, is a nice touch. Service was above average, room upgrade could have been better for a platinum (hotel wasn't that busy) but I didn't push for more.

 

[moffat39]

Property: Ibis Little Bourke Street Melbourne
Status: Silver
Room Booked: Superior Queen
Room upgrade: Check in letter advised no rooms available for upgrade
Rate: Members non-refundable
Free internet: Yes
Welcome drinks: Was asked if I wanted a beer or wine. When I said beer was provide bottle of Stella.
Early check in / late out: Not needed.
VIP treatment: Bottled water provided in room which was not replaced. Provided with letter.
Additional care/notes: Service was excellent, received a text on morning of check in with directions. Check in very good (more welcoming and status recognised compared to my recent KL stay at a Novotel). Room very good for an Ibis.

 

[Wests Tigers]

Property: Accor Pullman St George Sq Brisbane
Status: Platinum
Room booked: Deluxe King Balcony
Room upgrade: Offered but not taken up as prefer a balcony room
Rate: $225
Free I'net: Yes
Welcome drink: yes
Early/late check out: offered but not taken up
VIP treatment: Phone call from hotel day prior reconfirming everything, offering room upgrade, late check out etc. Hand written welcome note in room from GM with reference to phone conversation, very detailed
Access to Exec lounge: yes, evening and breakfast
General comments: They couldn't have done more!

 

[rfur78]

Property: THE SWANSTON HOTEL MELBOURNE GRAND MERCURE
Status: Platinum
Room booked: Std Queen
Room upgrade: Suite King bed
Rate: $209
Free I'net: Yes
Welcome drink: yes
Early/late check out: not offered
VIP treatment: None to mention in lead up, on check in a bag with 2x water, small chocs and a mag. nice touch
Access to Exec lounge: NA
General comments: First time here and wont be last, room and treatment better than Novotel on Collins. my general feeling with treatment as a plat with accor is they arent excited to share with us the nice things they do for us. i will always enjoy walking into a better room than i booked but at check in there was no mention that they had upgraded me. i have been spending a few nights at hilton SW of late and the excitement from staff when an upgrade is confirmed is a great touch point. not an issue for accor but a missed opportunity imho

 

[puppysparkes]

Property: THE SWANSTON HOTEL MELBOURNE GRAND MERCURE
Status: Platinum
Room booked: Std Queen
Room upgrade: Suite King bed
Rate: $209
Free I'net: Yes
Welcome drink: yes
Early/late check out: not offered
VIP treatment: None to mention in lead up, on check in a bag with 2x water, small chocs and a mag. nice touch
Access to Exec lounge: NA
General comments: First time here and wont be last, room and treatment better than Novotel on Collins. my general feeling with treatment as a plat with accor is they arent excited to share with us the nice things they do for us. i will always enjoy walking into a better room than i booked but at check in there was no mention that they had upgraded me. i have been spending a few nights at hilton SW of late and the excitement from staff when an upgrade is confirmed is a great touch point. not an issue for accor but a missed opportunity imho

Excellent to hear you got a polar opposite experience. You've tempted me to rebook.

 

[dajop]

Property: PULLMAN SAIGON CENTRE
Status: Silver
Room booked: Superior King
Room upgrade: Deluxe King
Free I'net: Yes
Welcome drink: yes
Early/late check out: Late check out at 2pm
VIP treatment: Plate of biscotti and some grapes


Property: PULLMAN GUANGZHOU BAIYUAN AIRPORT
Status: Silver
Room booked: Superior King
Room upgrade: Executive King (2 category upgrade)
Free I'net: Yes
Welcome drink: yes
Early/late check out: not offered.didn't ask. Needed to leave early anyway.
VIP treatment: Fruit platter, box of three chocolates.

Property: NOVOTEL SHANGHAI CLOVER
Status: Gold
Room booked: Superior King
Room upgrade: None
Free I'net: Yes (standard at property)
Welcome drink: No
Early/late check out: not offered - didn't ask. Needed to leave early anyway.
VIP treatment: No recognition at all. Probably because I booked only 8 hours before arrival at hotel (ie same day booking).

 

[jsd]

Property: Mercure Brisbane

Room booked: Superior Queen City View

Room upgraded/type: Yes -Privilege Queen River View

Rate: Advance purchase/Fully flexible etc: Winter Offer (Breakfast)

Free internet: Yes

Welcome drink: Yes + Complimentary Water and 750ml Wine

Early check in/late out: Offered but not used

VIP treatment: Treated like royalty, thanked for being a loyal member and handwritten note from Front Office Manager

Access to executive lounge (if existing): N/A

Additional care: Members only function held every Wednesday night for Le Club Members. Complimentary drinks and canapés

General comments: Love, love, love this hotel, my new favourite in Brisbane. Staff are just awesome and it has a really relaxed modern feel

 

[rfur78]

Excellent to hear you got a polar opposite experience. You've tempted me to rebook.[/QUOTE

just find the Novotel expensive for what it is, great location granted but the rooms are nothing special and the lack of a lounge makes places like the pullman better value for money. (if you dont need to be right in the CBD)

cant fault the staff at the novotel though.

 

[Shano]

Property: Mercure Brisbane

Room booked: Superior Queen City View

Room upgraded/type: Yes -Privilege Queen River View

Rate: Advance purchase/Fully flexible etc: Winter Offer (Breakfast)

Free internet: Yes

Welcome drink: Yes + Complimentary Water and 750ml Wine

Early check in/late out: Offered but not used

VIP treatment: Treated like royalty, thanked for being a loyal member and handwritten note from Front Office Manager

Access to executive lounge (if existing): N/A

Additional care: Members only function held every Wednesday night for Le Club Members. Complimentary drinks and canapés

General comments: Love, love, love this hotel, my new favourite in Brisbane. Staff are just awesome and it has a really relaxed modern feel

Stayed there last week for the first time and my experience mirrors yours.

I was upgraded from a superior queen to executive suite, multiple bottles of water, bottle of wine.

Much better service than the Mercure King George's Square.

 

[R36snowbound]

Property: Pullman Auckland
Room booked: King Suite
Room upgrade: No
Rate: Le Club members 30% discount advanced rate
Free internet: yes
Welcome drink: no vouchers given (surprised)
Early check in /late check out: not offered & not asked for
VIP treatment: bottled water in the room (normal in a suite at most hotels)
Access to executive lounge: yes
Additional care: none offered and none asked for
General comments: Impressed with this property, good gym, friendly staff and a handy location.

 

[kermatu]

Property: Pullman Auckland
Room booked: King Suite
Room upgrade: No
Rate: Le Club members 30% discount advanced rate
Free internet: yes
Welcome drink: no vouchers given (surprised)
Early check in /late check out: not offered & not asked for
VIP treatment: bottled water in the room (normal in a suite at most hotels)
Access to executive lounge: yes
Additional care: none offered and none asked for
General comments: Impressed with this property, good gym, friendly staff and a handy location.

I've stayed a few times and always received a voucher for any drink I want (eg top shelf scotch, once got half a bottle of a pinot noir to drink or take to my room otherwise it would have been chucked etc - barmaid specific possibly). Did you query or ask why no voucher?

Staff very friendly, I agree. My new go to hotel in Auckland because of the lounge. Used to stay at Hilton -- absolutely terrific, but too pricey most of the time.

 

[OzEire]

Property: Mercure Brisbane KG Square
Status: Platinum
Room booked: Queen room
Room upgraded/type: sort of, assigned a privilege room but it's the same room on a higher floor with a bottle of complimentary water already in the room.
Rate: Flexible
Free internet: Accor Le Club free
Welcome drink: 2 vouchers, not used will go on the pile of 100+ unused ones at home
Early check in/late out: see below
VIP treatment: complimentary bottle of water in room
Access to executive lounge (if existing): Yes, but only open limited hours and my schedule meant that I could only access it for a brief visit

My fourth stay here in about 12 months. Will be the last. Arrived about 11:00 seeking WP priv early checkin. No room avail, no prob I will do some work in the lobby seating. Reception guy says about 5-10 mins.

Fully 2.5 hrs later, after many prompts to the staff I finally get a room, and a whole bunch of attitude from the next shift.

"I've been waiting since 11:00 am for my room, what is going on?"
"Check-in isn't until 2pm sir"
"Yes, and it's now 2:30 pm"

After finding my checkin pack *hidden* in the Accor VIP tray (who'd a thunk it), whippersnapper sees my face drop... I can't recall exactly what he said but it pi$$ed me off. No sorry or that shouldn't have happened, instead something like "do we have a problem?"

Wow, just wow.

Spoke to the duty manager (middle of the day so not sure where the actual manager was). Apologetic and later sent a sweet treat to the room but I have zero confidence anything will be done to improve team member training.

 

[fitzy]

Property: The Sebel Launceston
Status: Platinum
Room booked: Deluxe King Suite
Room upgrade: No - I find all rooms here are exellent though
Free I'net: Yes
Welcome drink: yes
Early/late check out: Arrived 9am and allowed me to park - had the parking slip waiting. Didn't need access to the room.
VIP treatment: Check in had already been processed for me on arrival, they just handed me my room key as I walked past. Free bottle of water and biscuit (handmade) in room. Last time I stayed I had a slightly negative room service experience and had noted it on the post-stay survey - The owner of the hotel called me during the day prior to arrival and arranged to meet me on check-in to apologise in person and gave me a bottle of wine as an apology gesture. We spoke for about 15 min and the interest on my experiences at the Sebel (I stay a couple of nights most weeks for work) was very genuine. Always happy to return here - the staff are excellent across the board. Would strongly recommend if you are in Launceston.

 

[Dr Bob]

Property: Grand Mercure Apartments Docklands Melbourne
Status: back to Silver
Room Booked: 2 Bedroom Apartment with 2 Bathrooms & Water View
Rate: Members advanced saver $300 per night for 5 nights prepaid
Room Upgrade: came later
Free I'net: Yes - that was the problem
Welcome Drinks: Yes by 2
Early / Late checkin / out: Yes 1PM checkout.
VIP or additional care: First night no I'net so went back to Sebel reception (Sebel reception looks after all the Mercure apartments scattered through several buildings with the Sebel in the middle) & complained. Staff will look into it. Returned in afternoon & staff member had identified a problem in the building & as I needed I'net they would move me into the Sebel (this is the upgrade) a very nice & larger 2 bedroom 2 bathroom apartment with lightening fast I'net. Also no charge for parking first night or for the 4 nights in the Sebel also no charge for parking for an overnight guest for 1 night & another 6 drink vouchers. All in all very impressed with the service & their willingness to help. The Sebel rate was over $400 a night. The only down side is the cafe downstairs only offers 10% discount with Accor card. All breakfasts were self catered anyway.

 

[ksthommo]

Property: Mercure Bali Harvestland Kuta
Status: Platinum
Room booked: Superior Room with King Bed
Room upgraded/type: Received a room with a private are on the level overlooking the pool.
Rate: Members Discover Bali & Lombok (good value, around AUD $53)
Free internet: Yes
Welcome drink: 2 Vouchers, note only offered non alcoholic drinks even though this wasn't stated on the voucher.
Early check in/late out: Requested late checkout, all good. Email reply offered 5pm.
VIP treatment: Welcome letter.
Access to executive lounge (if existing): N/A
Additional care: Nil
General comments: Selected this hotel due to we were arriving early morning (0100) and departing again
that evening. Airport pick up was included in the price. Also back to the airport wasn't charged.
Saved on the airport taxi ripoff after midnight in Bali.