How does Accor treat you as an Elite guest?

[sudoer]

Property: Peppers Palm Cove
Status: Accor+ Explorer Platinum
Room booked: 1 Bedroom Resort (base category)
Room upgraded/type: Sign outside room read 'Penthouse Suite' but can't see this room category online
Rate: $354pn - ALL Accor+ Explorer - 15% OFF FLEXIBLE RATE (but burned the max allowed number of ALL points given the coughpy earn rate at Peppers)
Early check in/late out: Room ready an hour early, and check out extended by 2 hours on request
Free internet: Yes
Free breakfast: Yes, buffet
Welcome drink: Yes, via app. Valid for anything on the pool bar menu (and possibly other venues)
Welcome amenity: Welcome card, fruit, cookies, Prosecco
Recommend: Absolutely, great for families, will be back

The rooms here are oversized and mostly suites, but this still felt like an incredible upgrade on a high floor with ocean views. The welcome gift was a generous fruit platter, bottle of De Bortoli Prosecco ($15 at Dan's) and bag of cookies from Kuranda. The property emailed a few days before the stay to ask whether there was an occasion. I mentioned it was my daughters 2nd birthday and she loves fruit, they nailed it.



The pool in the middle of the complex was very large with two sandy beaches, a swim-up pool bar, and plenty of sun lounges. Drink vouchers permitted any item on the menu including frozen coughtails and the bar staff only asked us to redeem one voucher per order of two drinks !! The drinks were well made, but the bar was quite busy and at times service took a while. There were also a couple of rowdy groups but the pool was big enough to avoid them and not be bothered.



Breakfast was a modest buffet in a covered outdoor area with water views. Barista coffee proactively offered for Plat and it was decent. The hot buffet had the usual western selection. The open kitchen was cooking up a batch of sugar dusted donuts which were piping hot and delicious. There was a reasonable selection of fruits, salads and juices too.



We had a terrific weekend stay and really enjoyed Palm Cove. It was our first time staying overnight but I'm sure we'll be back.

 

[k_sheep]

Property: Novotel Panama City
Status: Accor+ Explorer Platinum
Room booked: Base
Room upgraded/type: Superior suite
Rate: $108 USD per night for 3 nights (ended up being $500.02 AUD with taxes etc)
Early check in/late out: Room not ready at midday but we just went out to visit the canal anyway. Late check out offered but not needed
Free internet: Yes
Free breakfast: Yes, buffet. One morning we left early and they arranged a takeaway box - included either turkey sandwich or chicken wrap. Plus juice box, yoghurt drink, museli bar, big slab of banana bread and an apple.
Welcome drink: Yes, via app. We had several reminders (oral and written!) to encourage us to claim them! Beer, wine, softies.
Welcome amenity: Welcome card and cake
Recommend: Yes

Very little written on the interwebs about this one. We'd stayed at the noisy and tout-y casco vieja one night then retreated back to the city. Handy location - very close to Via Argentina metro station (metro trips cost 35c, buses 25c). Lots of street food around but a quick walk to proper quality restaurants and breweries.

 

[JYK]

Do Platinum benefits e.g. room upgrades and late checkout need to be specifically requested or should these be proactively offered by hotel? I’m Accor+ Platinum. Trying to work out my expectations.

 

[RooFlyer]

Do Platinum benefits e.g. room upgrades and late checkout need to be specifically requested or should these be proactively offered by hotel? I’m Accor+ Platinum. Trying to work out my expectations.

If you are going to be upgraded, it will be the room you are given on check-in. Sometimes they say 'you have been upgraded', sometimes not and sometimes the 'upgrade' may just be a higher floor of same room category. Lots of reports of higher category room being avail on check-in by looking at the app, but when asking about it, told 'we are full'.

Early/late check-in usually needs to be requested on check-in, but sometimes proactively offered. If important, I would send an e-mail to them the day before, requesting. For a plat, they will reply something like 'not guaranteed, but noted'.

 

[oz_mark]

Do Platinum benefits e.g. room upgrades and late checkout need to be specifically requested or should these be proactively offered by hotel? I’m Accor+ Platinum. Trying to work out my expectations.

Room upgrades will happen, often before you even arrive. Late checkouts are on request and subject to availability.

 

[JYK]

Room upgrades will happen, often before you even arrive. Late checkouts are on request and subject to availability.

I’m at a Sofitel in Australia. The check in person didn’t even know I was Platinum until I asked where was breakfast served. So, no upgrade until I asked some time later, no welcome gift in room etc. Booking was done 6 days before check in so it wasn’t a case of a last min booking thing. I swear a got better service as Gold, or at a Mercure.

 

[dairyfloss]

I’m at a Sofitel in Australia. The check in person didn’t even know I was Platinum until I asked where was breakfast served. So, no upgrade until I asked some time later, no welcome gift in room etc. Booking was done 6 days before check in so it wasn’t a case of a last min booking thing. I swear a got better service as Gold, or at a Mercure.

This should be automatic that the status and breakfast is seen and benefits applied…. Did you book directly via ALL?

 

[JYK]

This should be automatic that the status and breakfast is seen and benefits applied…. Did you book directly via ALL?

Yes direct. ALL app. Looks all good my end.

 

[QFFHntrGthr]

I’m at a Sofitel in Australia. The check in person didn’t even know I was Platinum until I asked where was breakfast served. So, no upgrade until I asked some time later, no welcome gift in room etc. Booking was done 6 days before check in so it wasn’t a case of a last min booking thing. I swear a got better service as Gold, or at a Mercure.

May I ask which Sofitel in Aust? It's good to know so others can be on alert to contact this hotel before the stay to confirm all is in order. Hope the hotel redeemed itself with amends for your stay.

 

[DC3]

I’m at a Sofitel in Australua

 

[blackcat20]

Property: Peppers Palm Cove
Status: Accor+ Explorer Platinum
Room booked: 1 Bedroom Resort (base category)
Room upgraded/type: Sign outside room read 'Penthouse Suite' but can't see this room category online
Rate: $354pn - ALL Accor+ Explorer - 15% OFF FLEXIBLE RATE (but burned the max allowed number of ALL points given the coughpy earn rate at Peppers)
Early check in/late out: Room ready an hour early, and check out extended by 2 hours on request
Free internet: Yes
Free breakfast: Yes, buffet
Welcome drink: Yes, via app. Valid for anything on the pool bar menu (and possibly other venues)
Welcome amenity: Welcome card, fruit, cookies, Prosecco
Recommend: Absolutely, great for families, will be back

The rooms here are oversized and mostly suites, but this still felt like an incredible upgrade on a high floor with ocean views. The welcome gift was a generous fruit platter, bottle of De Bortoli Prosecco ($15 at Dan's) and bag of cookies from Kuranda. The property emailed a few days before the stay to ask whether there was an occasion. I mentioned it was my daughters 2nd birthday and she loves fruit, they nailed it.

View attachment 500237 View attachment 500241 View attachment 500238 View attachment 500239 View attachment 500240 View attachment 500242

The pool in the middle of the complex was very large with two sandy beaches, a swim-up pool bar, and plenty of sun lounges. Drink vouchers permitted any item on the menu including frozen coughtails and the bar staff only asked us to redeem one voucher per order of two drinks !! The drinks were well made, but the bar was quite busy and at times service took a while. There were also a couple of rowdy groups but the pool was big enough to avoid them and not be bothered.

View attachment 500236 View attachment 500245 View attachment 500243 View attachment 500244

Breakfast was a modest buffet in a covered outdoor area with water views. Barista coffee proactively offered for Plat and it was decent. The hot buffet had the usual western selection. The open kitchen was cooking up a batch of sugar dusted donuts which were piping hot and delicious. There was a reasonable selection of fruits, salads and juices too.

View attachment 500235 View attachment 500246

We had a terrific weekend stay and really enjoyed Palm Cove. It was our first time staying overnight but I'm sure we'll be back.

Palm cove is fabulous with kids, our two love it up there ( but we haven't stayed at Peppers yet).

 

[jase05]

I’m at a Sofitel in Australia. The check in person didn’t even know I was Platinum until I asked where was breakfast served. So, no upgrade until I asked some time later, no welcome gift in room etc. Booking was done 6 days before check in so it wasn’t a case of a last min booking thing. I swear a got better service as Gold, or at a Mercure.

Name and shame them so that others can hopefully know what to look out for.

 

[RooFlyer]

Property: Pullman Brisbane airport
Status: Accor+ Explorer Platinum
Room booked: Superior
Room upgraded/type: Don't know
Rate: $300/night flex
Early check in/late out: n/a
Free internet: Yes
Free breakfast: Yes
Welcome drink: Yes, via app.
Welcome amenity: Small bag of choc-coated biscuits (maybe $5)
Recommend: Yes


I've posted separately re the new IT system - human check in good. They reminded me about the 'Executive lounge'. I think I've stayed here 6 times in the past 2 years and I don't recall being told about the lounge??? 10th floor, usual simple soft drinks, coffee etc.

Same room as before, so no pics. New 2-drink limit for canapes. I got given 4 vouchers at check-in (2 nights), but they didn't ask for the vouchers at the bar the first night. Asked for the second night. Canape plate still V good.

 

[QFFHntrGthr]

Welcome amenity: Small bag of choc-coated biscuits (maybe $5)

That was my answer to the survey re tier benefits - "some welcome amenities are so cheap and inconsequential, it's embarrassing to be the recipient"

 

[LoungeAttack]

Property: Sofitel Le Scribe Opera
Status: Accor+ Platinum
Room booked: Luxury Queen
Room upgraded/type: I believe to be junior suite!
Rate: I think around EUR600/night
Early check in/late out: No! They wouldn't let me check in early, maybe because they were wanting me to get this room.
Free internet: Yes
Free breakfast: Non
Welcome drink: Yes
Welcome amenity: Welcome card, Red Wine, chocolates, and some Alain Milliat 'health drink'?
Recommend: For very special occasions.

Very nice stay!!

Spacious for European standards, with a lounge and powder room, large bedroom, robes, and an en suite with separate bath and shower. Nice views of the opera and streets.

They had these mirrors which doubles as a TV above the mantelpieces.

Location is pretty good, able to walk to most attractions.

Had a lunch course at the restaurant. Very beautiful, food was ok.
But as you could see, we opted for take outs and eating on the floor.
This Carrefour roast chicken on potatoes is the best meal I had in Paris.

 

[DC3]

Name and shame them so that others can hopefully know what to look out for.

Exactly. Waiting to hear more.

 

[JYK]

Exactly. Waiting to hear more.

Brisbane.
They also tried to charge me for breakfast after I gave them room number until I pointed out that I’m ALL platinum.
There’s something amiss with their new IT. Seems that they need to flip screens to check. Not trying to be “entitled”, but these are published benefits.

 

[QFFHntrGthr]

Brisbane.

Thanks. I thought it would have to be one without a proper Club Millesime. No, expecting a defined benefit is not being 'entitled' at all.
Good on you to forewarn us on this.

 

[Flyfrequently]

Property: Pullman Brisbane airport
Status: Accor+ Explorer Platinum
Room booked: Superior
Room upgraded/type: Don't know
Rate: $300/night flex
Early check in/late out: n/a
Free internet: Yes
Free breakfast: Yes
Welcome drink: Yes, via app.
Welcome amenity: Small bag of choc-coated biscuits (maybe $5)
Recommend: Yes


I've posted separately re the new IT system - human check in good. They reminded me about the 'Executive lounge'. I think I've stayed here 6 times in the past 2 years and I don't recall being told about the lounge??? 10th floor, usual simple soft drinks, coffee etc.

Same room as before, so no pics. New 2-drink limit for canapes. I got given 4 vouchers at check-in (2 nights), but they didn't ask for the vouchers at the bar the first night. Asked for the second night. Canape plate still V good.

Thanks @RooFlyer, heading there in a few weeks.
Not sure if I'm impressed with the 2 drink limit

 

[markis10]

Brisbane.
They also tried to charge me for breakfast after I gave them room number until I pointed out that I’m ALL platinum.
There’s something amiss with their new IT. Seems that they need to flip screens to check. Not trying to be “entitled”, but these are published benefits.

Whilst UI am all about naming and shaming, I hesitate to do so until I have given the hotel an opportunity to fix the issue. I recommend you go to the front desk and ask to speak to the GM (being the weekend it may be the manager on duty) and raise your concerns about the lack of recognition and ask them what service recovery they can offer.