How does Accor treat you as an Elite guest?

[CaptainCurtis]

I just had an incredibly disappointing stay at the Movenpick on Spencer that I wanted to share. For some background, I have stayed there a number of times in the last year, probably close to 20 nights. On one of the more recent stays, I had a number of issues that I’ve previously highlighted, as well as significant issues with street noise. I was eventually moved into a room away from Spencer street, but the damage had been done. I spoke to Cory, the GM at the time, and I was told that my issues with the noise had been noted and that if I were to come back, they would make sure the same issues weren’t repeated.

I thought I would give them another go this week, as their rates are reasonable, location is good for work and the rooms are pretty decent. Disappointingly I was put in a room facing Spencer street, with significant noise. I called reception immediately, and they promptly moved me. Not a good start.

The following day, I went downstairs for a bite to eat at 1:35PM. I initially sat in the bar, but was told the bar menu only commenced at 3PM, but the bartender provided me with a menu for the main Miss Mi restaurant. About five minutes later, I moved to the restaurant (a few feet away) and requested a table. The same bartender told me that they had taken last orders. Why provide me with the menu then?

I asked for the restaurant manager, who rudely reiterated I could not be served as last orders had been taken. I kicked up a bit of a fuss, as I didn’t appreciate being embarrassed in front of other guests (even the chef was poking his head out of the kitchen). Now for context, the website states the restaurant closes at 2:30PM, and the in-room television stated that it closes at 2PM. Neither made reference to a last order time. I went to reception explained the unacceptable encounter - two staff members apologised profusely, but looked at each other with shrugged shoulders and acknowledged there wasn’t anything they could do as the restaurant operates separately to the hotel. This isn’t something I would normally do, but I stood my ground and told them I would like to speak to the GM, Cory, who I knew from a previous stay. He couldn’t be reached. Finally, one of the staff members went to speak to the restaurant. A few minutes later, the staff member came back saying it was a “misunderstanding”. At this point, I struggled to maintain my decency - what could possibly have been misunderstood about wanting to grab a bit to eat during the advertised open hours?? At this point, some 20 minutes later, the restaurant were happy to seat me, but I declined, telling them I refused to financially support their establishment after the treatment.

I sent Cory a detailed email, and he called me about an hour later. He has acknowledged, in writing, that the restaurant was open and should have taken my order. So what on earth am I missing? I was not impolite when I initially arrived at the restaurant, so it can’t be that.

I was ultimately provided a 50% discount on one night of accommodation, which I explained to Cory was meaningless to me given this was a work funded trip. It also didn’t come close to compensating for the embarrassment I experienced, although concur there isn’t really much he could have offered to make up for it.

This is the second Accor property that I have now struck off the list, after the GM of Pullman Albert Park similarly acknowledged significant shortcomings (see one of my previous messages).

What does AFF think?

 

[jase05]

I just had an incredibly disappointing stay at the Movenpick on Spencer that I wanted to share. For some background, I have stayed there a number of times in the last year, probably close to 20 nights. On one of the more recent stays, I had a number of issues that I’ve previously highlighted, as well as significant issues with street noise. I was eventually moved into a room away from Spencer street, but the damage had been done. I spoke to Cory, the GM at the time, and I was told that my issues with the noise had been noted and that if I were to come back, they would make sure the same issues weren’t repeated.

I thought I would give them another go this week, as their rates are reasonable, location is good for work and the rooms are pretty decent. Disappointingly I was put in a room facing Spencer street, with significant noise. I called reception immediately, and they promptly moved me. Not a good start.

The following day, I went downstairs for a bite to eat at 1:35PM. I initially sat in the bar, but was told the bar menu only commenced at 3PM, but the bartender provided me with a menu for the main Miss Mi restaurant. About five minutes later, I moved to the restaurant (a few feet away) and requested a table. The same bartender told me that they had taken last orders. Why provide me with the menu then?

I asked for the restaurant manager, who rudely reiterated I could not be served as last orders had been taken. I kicked up a bit of a fuss, as I didn’t appreciate being embarrassed in front of other guests (even the chef was poking his head out of the kitchen). Now for context, the website states the restaurant closes at 2:30PM, and the in-room television stated that it closes at 2PM. Neither made reference to a last order time. I went to reception explained the unacceptable encounter - two staff members apologised profusely, but looked at each other with shrugged shoulders and acknowledged there wasn’t anything they could do as the restaurant operates separately to the hotel. This isn’t something I would normally do, but I stood my ground and told them I would like to speak to the GM, Cory, who I knew from a previous stay. He couldn’t be reached. Finally, one of the staff members went to speak to the restaurant. A few minutes later, the staff member came back saying it was a “misunderstanding”. At this point, I struggled to maintain my decency - what could possibly have been misunderstood about wanting to grab a bit to eat during the advertised open hours?? At this point, some 20 minutes later, the restaurant were happy to seat me, but I declined, telling them I refused to financially support their establishment after the treatment.

I sent Cory a detailed email, and he called me about an hour later. He has acknowledged, in writing, that the restaurant was open and should have taken my order. So what on earth am I missing? I was not impolite when I initially arrived at the restaurant, so it can’t be that.

I was ultimately provided a 50% discount on one night of accommodation, which I explained to Cory was meaningless to me given this was a work funded trip. It also didn’t come close to compensating for the embarrassment I experienced, although concur there isn’t really much he could have offered to make up for it.

This is the second Accor property that I have now struck off the list, after the GM of Pullman Albert Park similarly acknowledged significant shortcomings (see one of my previous messages).

What does AFF think?

Totally unacceptable by the hotel and I’d escalate it further up the chain

 

[CaptainCurtis]

Totally unacceptable by the hotel and I’d escalate it further up the chain

I have emailed Sarah Derry about the experience. I also emailed her previously about the experience at Albert Park, but never heard back from her directly, although she could have influenced the GM calling me. This time I’m struggling to articulate what I’m asking for though - I am seriously contemplating taking my loyalty elsewhere (Accor Plus Platinum), so not sure I want more points.

 

[sudoer]

I just had an incredibly disappointing stay at the Movenpick on Spencer that I wanted to share. For some background, I have stayed there a number of times in the last year, probably close to 20 nights. On one of the more recent stays, I had a number of issues that I’ve previously highlighted, as well as significant issues with street noise. I was eventually moved into a room away from Spencer street, but the damage had been done. I spoke to Cory, the GM at the time, and I was told that my issues with the noise had been noted and that if I were to come back, they would make sure the same issues weren’t repeated.

I thought I would give them another go this week, as their rates are reasonable, location is good for work and the rooms are pretty decent. Disappointingly I was put in a room facing Spencer street, with significant noise. I called reception immediately, and they promptly moved me. Not a good start.

The following day, I went downstairs for a bite to eat at 1:35PM. I initially sat in the bar, but was told the bar menu only commenced at 3PM, but the bartender provided me with a menu for the main Miss Mi restaurant. About five minutes later, I moved to the restaurant (a few feet away) and requested a table. The same bartender told me that they had taken last orders. Why provide me with the menu then?

I asked for the restaurant manager, who rudely reiterated I could not be served as last orders had been taken. I kicked up a bit of a fuss, as I didn’t appreciate being embarrassed in front of other guests (even the chef was poking his head out of the kitchen). Now for context, the website states the restaurant closes at 2:30PM, and the in-room television stated that it closes at 2PM. Neither made reference to a last order time. I went to reception explained the unacceptable encounter - two staff members apologised profusely, but looked at each other with shrugged shoulders and acknowledged there wasn’t anything they could do as the restaurant operates separately to the hotel. This isn’t something I would normally do, but I stood my ground and told them I would like to speak to the GM, Cory, who I knew from a previous stay. He couldn’t be reached. Finally, one of the staff members went to speak to the restaurant. A few minutes later, the staff member came back saying it was a “misunderstanding”. At this point, I struggled to maintain my decency - what could possibly have been misunderstood about wanting to grab a bit to eat during the advertised open hours?? At this point, some 20 minutes later, the restaurant were happy to seat me, but I declined, telling them I refused to financially support their establishment after the treatment.

I sent Cory a detailed email, and he called me about an hour later. He has acknowledged, in writing, that the restaurant was open and should have taken my order. So what on earth am I missing? I was not impolite when I initially arrived at the restaurant, so it can’t be that.

I was ultimately provided a 50% discount on one night of accommodation, which I explained to Cory was meaningless to me given this was a work funded trip.

I have no issue with how you've handled this until the final paragraph, as I think the discussion about service recovery could have gone differently.

Rather than telling the GM that a discount on future accommodation is useless, why not tell him what you would consider to be useful? E.g. restaurant credit, or if you don't wish to return to Miss Mi, perhaps ALL points?

It also didn’t come close to compensating for the embarrassment I experienced, although concur there isn’t really much he could have offered to make up for it.

And this is really the crux of it. You've received an apology, if there isn't any tangible compensation that could make you happy, I think you'll either need time to get over it (sorry to be blunt) or vote with your feet and find another property

 

[CaptainCurtis]

I have no issue with how you've handled this until the final paragraph, as I think the discussion about service recovery could have gone differently.

Rather than telling the GM that a discount on future accommodation is useless, why not tell him what you would consider to be useful? E.g. restaurant credit, or if you don't wish to return to Miss Mi, perhaps ALL points?



And this is really the crux of it. You've received an apology, if there isn't any tangible compensation that could make you happy, I think you'll either need time to get over it (sorry to be blunt) or vote with your feet and find another property

To clarify, the 50% discount was provided for one night of that stay, not for a future one.

I agree with your comments though - I didn’t, and still don’t, know what compensation would be useful. I won’t be back to that property, and need to consider my affinity to Accor more broadly.

 

[60165636]

Just returned from 3 months in Europe, stayed in a few Accord properties as detailed below:

Property: Mercure Porto Centro Aliados
Status: Accor Plus Gold
Room booked: Classic double room
Room upgraded/type: Privilege room
Rate: ~250 euros a night
Lounge: No Lounge
Early check in/late out: Didn't expect it but early check in was available on our arrival at 11am, standard checkout was 12pm which suited me, didn't ask for later
Welcome drink: Yes vouchers x 2
Welcome amenity: Bottled water x 2 and a plate of sweets including pastel de nata

This hotel was almost the standout of the entire trip. Brand spanking new Mercure, not a brand I usually like but was like a 5 star hotel. Excellent location in the centre of Porto, modern gym, large pool with pool bar and poolside service, very modern hotel and amenities. Despite peak August, was given an upgrade to a "privilege" room which was slightly larger, had a balcony overlooking Porto, and had a nespresso machine, bathtub and bathrobes, none of which is in a classic room. Room itself was brilliant - huge, modern, excellent aircon (it was 40 degrees whilst we were in Porto), large TV with streaming and casting, dark and quiet, bedside USB charging, excellent strong hot shower. Would return anytime

Property: Ibis Braga Centro
Status: Accor Plus Gold
Room booked: Standard double
Room upgraded/type: Received the above, no different room types given it is an Ibis
Rate: Usually about 80 euros a night, got it for free using Accor credit however
Lounge: No Lounge
Early check in/late out: Not asked for or offered
Welcome drink: Yes, 2 beers (had to ask as was not proffered by staff)
Welcome amenity: Nope


Ahh, from the highest of highs in Porto to the lowest of lows in Braga. I quite like some Ibis properties, when they are done right they are clean and comfortable and provide good value in locations where you aren't spending much time in the room. I visited Braga mainly to do some hiking in the Peneda-Geres national park, but this property sucked. Reception staff were rude and unwelcoming, welcome drinks had to be asked for and explained what they were!, initial room key was for a room still dirty and unmade from previous guests, and room was very old and poorly maintained and cleaned. Wouldn't return.

Property: Mercure Milan Centro
Status: Accor Plus Gold
Room booked: Standard double room
Room upgraded/type: Superior double room
Rate: About 220 euros per night
Lounge: No Lounge
Early check in/late out: Not requested or needed
Welcome drink: Restaurant and bar closed for renovations, but was given complimentary minibar instead, refilled daily!
Welcome amenity: Bottle of prosecco

A real lovely surprise. Expensive, but so is everything in Milan. Very old building but currently undergoing a total renovation, so bar and restaurant were closed. Reception staff very lovely, thanked us for our loyalty and gave us an upgrade to a newly renovated brand spanking new superior room with view over the square, and instead of welcome drinks said to help ourselves to the minibar, refilled daily. Had prosecco, beer, soft drinks, chips and chocolate. Room was very modern and design orientated, in line with the Milan location, but with original Italianate shutters on windows and exposed brick walls left in place. Metro entrance literally outside the door of the hotel, leading to anywhere in Milan within 10 minutes. No on site restaurant but I wouldn't eat in house in Italy anywhere - many excellent restaurants within a 10 minute walk... was in a food coma from the risotto Milanese and cotoletta instead! Highly recommended.

 

[svensk]

Property: Mercure Southbank
Status: Accor Plus Silver
Room booked: Deluxe King
Room upgraded/type: n/a
Rate: ~120 a night red hot room rate
Lounge: No Lounge
Early check in/late out: early checkin around 12
Welcome drink: Yes vouchers x 2
Welcome amenity: no but didn’t expect one

The hotel is fine, comfy bed, decent size rooms. Friendly staff. Nothing particularly remarkable happened during the stay however what impressed me was prior to check in.
My son fell ill during the dates of the original booking. Given the rate I knew it was non refundable however I reached out to the hotel and they were surprisingly helpful, allowing me to basically rebook for whenever I wanted. Not sure how common this is as I’ve never had to ask but I appreciated it

 

[ksthommo]

Property: Novotel Suva Lami Bay
Status: Accor Plus Platinum
Room booked: Deluxe Room 1 King Bed, Ocean View
Room upgraded/type: Highest Category
Rate: Accor Plus Private Sale
Free internet: Yes
Free Breakfast: Yes
Early check in/late out: Not Required.
Welcome drink: Yes, only one voucher.
Welcome gift: Yes, fruit.

Nice place to stay near Suva, wasn't busy.
Nice boat parked out the front of our room.

 

[ksthommo]

Property: Sofitel Fiji Resort & Spa, Denaru Island
Status: Accor Plus Platinum
Room booked: Superior Room
Room upgraded/type: Luxury Room, not sure of the difference.
Rate: Accor Plus Flexible Rate booked back in February.
Free internet: Yes
Free Breakfast: Yes
Early check in/late out: Requested late check out 1 pm, only got 12pm.
Welcome drink: No Vouchers Provided. Didn't bother chasing them.
Welcome gift: Yes, shirt and sarong.

Nice resort, enjoyed breakfast in the Journal Lounge away from the Mynah Birds.
Glad we booked early, room rates only kept on going up.

 

[Lynda2475]

Requested late check out 1 pm, only got 12pm

Did you have Watui beach club access? When I stayed there last year, although I had to check out by 1pm; they stored my luggage and I was given a day key so I could continue to use the beach club (pool, showers etc) until 5pm when I needed to leave for the airport.

 

[Happy Dude]

Stayed at the SYD Pullman Hyde Park recently, on a Saturday night with wife and 2 kids. I'm Silver thanks to some Qantas thing. Got what we paid for (2 x queen beds, breakfast and parking included) - approx $450 for the night. Got two basic drink vouchers and used priority checkin. Grateful for the latter as it was busy when we arrived. Not sure if I missed out on any perks etc but the staff royally confused me with ALL v Accor plus information when I asked about what Silver means. The staff were otherwise very nice and the room was fine, but rather dated. Time for a reno. Would happily return.

 

[ksthommo]

Did you have Watui beach club access? When I stayed there last year, although I had to check out by 1pm; they stored my luggage and I was given a day key so I could continue to use the beach club (pool, showers etc) until 5pm when I needed to leave for the airport.

No Beach Club, thought they gave us access when checking in, not to be. Should have paid attention.

No big deal about the late check out, had a hire car, back to Nadi for wife's last minute shopping/souvenirs.

 

[PineappleSkip]

Property: Novotel Sunshine Coast (Twin Waters), two separate stays
Status: Accor Plus Platinum
Room booked: Garden view Queen, both times
Room upgraded/type: 1.Lagoon view suite downstairs. Best upgrade we've done here.
2. Lagoon view queen. Upstairs so it had a better view
Rate: both Accor Plus Flexible.
Free internet: Yes
Free Breakfast: Yes, plus chits for barista coffee.
Early check in/late out: Sought and got 11am both times
Welcome drink: 2x drinks vouchers.
Welcome gift: Bottle of bancroft bridge shiraz cabernet, both times. Plus cheese platter second time.

Still the now venerable Twin Waters, 8 minutes drive from MCY is why we stay there. Some apartment construction between resort and ocean, but no noise issue. It's a pleasant and peaceful place to stay. The better room was on a quiet Thursday night.

Dining not so inspirational, order at the counter pub style, but restaurant seating not open for dinner so lobby seating became fairly full. Poolside dining popular and pleasant but few tables. Much more limited take away and room service menu.
suite pics...

dining in lobby...

regular room...

 

[PineappleSkip]

Property: Novotel Auckland airport
Status: Accor Plus Platinum
Room booked: Superior Room
Room upgraded/type: Executive Room,
Rate: Accor Plus Flexible.
Free internet: Yes
Free Breakfast: Yes
Early check in/late out: Not needed
Welcome drink: Voucher.
Welcome gift: Fruit & cheese platter.

Very late checkin and early checkout (2 night stay). Wasn't impressed with restaurant chaos last time, so average room service lunch, and ate the free minibar for dinner. Breakfast was the usual collection.

Executive room similar but coffee maker, bathrobes, no bath but bigger shower in bathroom, free minibar (except alcohol), high floor.

View at breakfast was across to the Pullman next door, complete and opening 13 December, with some outside concreting and landscaping happening still. Rates are about $70 more than the Novotel, rooms marginally bigger according to Accor.com.


the new Pullman...

 

[Stewey]

Property: Mercure Singapore on Stevens
Status: Accor Plus Silver
Room booked: Deluxe Room 1 King Bed, Infinity Pool View
Room upgraded/type: N/A
Rate: Accor Plus red hot rooms sale
Free internet: Yes
Free Breakfast: No
Early check in/late out: Not Required.
Welcome drink: Yes, only one voucher.
Welcome gift: N/A

I had a wonderful stay at the Mercure Singapore on Stevens, the property is co-located with the Novotel and share facilities. I will definitely stay here again, rooms are quiet and clean and well presented and in a good location. free shuttle bus to Orchard Road and Stevens MRT.

The welcome drink was had at the lobby bar in the Novotel

 

[Daver6]

Property: Sofitel Wentworth Sydney
Status: Accor Plus Platinum
Room booked: Superior Room
Room upgraded/type: Yes, see below
Rate: Accor Plus members private sale
Free internet: Yes but only around 10Mbps
Free Breakfast: Yes
Early check in/late out: Not Required.
Welcome drink: Yes, two vouchers
Welcome gift: Cheap bottle of red and some chocolates

Booked for four nights and being on the eastern end of the city was more convenient (hence not the Sofitel Darling Harbour). On check-in upgraded to a luxury room (all except the base room are the same, just different amenities and levels). So no real upgrade. Told we should be able to be upgraded for the last two nights and were move to a prestige suite.

Probably the worst Sofitel I've stayed in. Nothing hugely terrible. Just old. No on-site pool. No on-site gym. There's one across the road you can use but only open till midday on a Saturday and not at all on a Sunday. Exec lounge offerings are a bit average. Service not nearly as polished at the Darling Harbour Sofitel. Really no great views from this hotel either. Regular room has a shub. Sound proofing to the outside isn't amazing but wasn't really bothered.

Luxury room (bigger than the Hilton shoebox)



Prestige suite

 

[PineappleSkip]

Nothing hugely terrible. Just old.

IIRC The basic rooms are a lot smaller than the suite you have in your pics.

The Wentworth is a venerable old girl, built by Qantas in the early 1960s adjacent to the former Qantas House in Chifley Square, back in the days when pools and gyms weren't a thing and rooms were small (its chief drawback). Some commentary on its history here.

 

[aikman]

Property: Novotel Bali Ngurah Rai Airport
Status: Accor Plus Silver
Room booked: Superior Room
Room upgraded/type: Executive Room
Rate: Accor Plus Flexible
Free internet: Yes
Early check in/late out: Requested and granted 2pm check out
Welcome drink: Voucher
Welcome gift: Plate of chocolates but not sure if status related

Very convenient for a late night arrival. Room was comfortable. Breakfast buffet had good variety. The pool was warm. I booked an 'airport transfer' from Klook for the next day and the driver picked me up from the hotel lobby.

 

[Flyfrequently]

Were you on JQ35 last night by any chance @aikman ?

 

[aikman]

Were you on JQ35 last night by any chance @aikman ?

Nope. Used QF on this trip.