Accor Elite Benifits Not Available on CheckIn

[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

 

[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.

 

[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.

 

[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.

 

[QFFHntrGthr]

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.

Naming what you are reporting on is not shaming at all. Anonymous reporting is meaningless.
If the staff member you're dealing with is attending to and rectifying the problem, I don't really see the need to escalate it to the duty or general manager.
In this case @JYK has observed it could be an IT issue. If the problem persists, then others, especially members on AFF who have preknowledge of this situation because it has been reviewed here would seek to clarify if IT is still trying to fix the problem or should it be escalated to higher authorities.

 

[markis10]

f the staff member you're dealing with is attending to and rectifying the problem, I don't really see the need to escalate it to the duty or general manager.

Accor has a customer service recovery module in their pms that only the manager has access too, relying on a staff member may fix the problem but asking the manager will ensure it’s more than fixed. Most hotel chains have similar and don’t empower front line staff, so expecting them to fix a system issue is foolhardy. Sofitels PMS in Brisbane was based originally on the Sheraton PMS, ancient roots. Goran Alexandrovski is the GM tasked with making the place work for its relatively new owner CDL.

​

 

[Daver6]

Accor has a customer service recovery module in their pms that only the manager has access too, relying on a staff member may fix the problem but asking the manager will ensure it’s more than fixed. Most hotel chains have similar and don’t empower front line staff, so expecting them to fix a system issue is foolhardy. Sofitels PMS in Brisbane was based originally on the Sheraton PMS, ancient roots. Goran Alexandrovski is the GM tasked with making the place work for its relatively new owner CDL.

​

Going a little off topic, but that's actually one of the great thing about Conrad hotels. All staff members are empowered to do what they believe is the right thing to make up for an issue.

 

[QFFHntrGthr]

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.

Naming what you are reporting on is not shaming at all. Anonymous reporting is meaningless.
If the staff member you're dealing with is attending to and rectifying the problem, I don't really see the need to escalate it to the duty or general manager.
In this case @JYK has observed it could be an IT issue. If the problem persists, then others, especially members on AFF who have preknowledge of this situation because it has been reviewed here would seek to clarify if IT is still trying to fix the problem or should it be escalated to higher authorities

don’t empower front line staff, so expecting them to fix a system issue is foolhardy.

You misunderstand me. I didn't mean the front line staff fixing the IT issue. I was referrimg to the front line staff fixing the non status recognition of the guest (but as it turned out they didn't because the hotel tried to charge for the platinum guest's breakfast).
Of course there are procedures in place at any business to recover. I recognise your knowledge of the Accor group backend operations and am in a position to comment on it. Let's hope the new owners have chosen the right man for the job and we will begin to see improvements.

 

[serfty]

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.

Has your status changed since the original booking was made? I had a similar issue at a Brisbane hotel a while ago:

Post in thread 'Accor Plus Membership Discussion'

Jan 3, 2025

My experience is that letting the hotel know is sufficient ( or if going down, not.lettimg them know)

I had a three night stay in Brisbane that was booked as silver but subsequently joined Accor Plus and later attained Platinum status. Prices had gone through the roof, so couldn't rebook. I contacted the hotel by email to advise of my Platinum and received a reply acknowledging this.

On check in they considered me to be Gold. I showed them the app with my accor+ Platinum status and was advised I would need to do that when going for breakfast. This caused varying levels of...

• serfty

• 

 

[JYK]

Has your status changed since the original booking was made? I had a similar issue at a Brisbane hotel a while ago:

Post in thread 'Accor Plus Membership Discussion'

Jan 3, 2025

My experience is that letting the hotel know is sufficient ( or if going down, not.lettimg them know)

I had a three night stay in Brisbane that was booked as silver but subsequently joined Accor Plus and later attained Platinum status. Prices had gone through the roof, so couldn't rebook. I contacted the hotel by email to advise of my Platinum and received a reply acknowledging this.

On check in they considered me to be Gold. I showed them the app with my accor+ Platinum status and was advised I would need to do that when going for breakfast. This caused varying levels of...

• serfty

• 

No. Been Plat few months now. Booking done last week.