No more platinum lounge benefit at Sofitel Melbourne, Sofitel Brisbane and Sydney

[sycokid]

I'm surprised and glad at the same time.
I spent 50+ night with Accor per year and probably 10+ of them at Sofitels.
I love the Sofitel bed but got frustrated with the lack of club access so stopped asking for it. This happened over the last 2 years in Melbourne, Sydney, Brisbane and recently at the Sofitel Gold Coast.

There's no club lounge ar the Gold Coast but access is granted to club lounges for Platinum status at the Sofitel Brisbane as well as both Pullman and Mercure King George Square Brisbane for sure !

 

[equus]

Accor and Sofitel have a bit of a problem - and a running battle with their current web site. The "exclusion" to Club Access for Platinum members at the Sofitel on the site says nothing for Sydney, Melbourne or Brisbane, but it is available in Brisbane, and Sydney until at least 31 December. Apparently Accor acknowledge that this page is incorrect....

The real killer is the main booking page - all these hotels have a little logo about "participates in le Club Accor", stating "fully participates" and "receive all benefits" - rather misleading.

In a blank moment, I trusted that, and booked 3 nights at the Sofitel Melbourne on Collins - but for my partner to check in. After booking (including the free night, and via Amex Travel, to use some credit), I remembered the "issue", so took screen prints, and copies of the benefits PDF (which doesn't have the exclusions in it).

Sure enough, on check in, my partner is given an upgrade, but informed that club access is not provided - and would cost $185 per night for the privilege. The approach was for her to agree, and fight about the charge on check out, rather than have issues for the stay.

On check out - the receptionist can't help - but obviously gets this a lot, and sympathises. Doesn't have the authority to remove the charge, but offers to have the manager come and address the issue. Manager is polite, but stone walls and insists that it is clear they don't participate, and that they do everything correctly. I point out that their advertising is misleading, in my opinion in breach of consumer law, that fine print buried in the web site can't contradict up-front blanket statements, and that if they wish to attract bookings by advertising features, they need to provide them. I also stated that I only booked the Sofitel because of the Platinum status, and the benefits.

He wasn't going to budge, and I suggested that it would be better for them to waive the charge now, rather than have me take it to the small claims tribunal, and then have them refund the amount, plus the filing fees etc. He wasn't interested, so I resolved to leave it at that.

Then went to reception to settle the account - and there were a couple of people in the queue. When I reached the front, the manager emerged from the office, said "just take it off" to the receptionist, and hit something on the keyboard - so we ended up getting the benefit.

My conclusion - the manager on duty doesn't have authority directly to deal with this sort of thing, but they hear this often enough, and when threatened with some one taking the situation to small claims, he rings someone to get the removal of the charge authorised.

He did say that Sofitel Melbourne and Accor are talking and trying to resolve the situation - so they are obviously well aware of the issue - here's hoping that granting the access is the eventual outcome.

 

[Pablo]

I stayed at the Sofitel Sydney on Saturday night and was given Lounge access - as was previously advised. When I made a comment about how pleased I was that they are doing this, she just said we wanted to show our appreciation to Platinum members. No indication was given if this will continue past 31 December though.

 

[M@rcoPolo]

Checking-in at the Sofitel Sydney tomorrow - would anyone remember the evening coughtails times for the lounge?

Trying to make the most of my Accor Platinum while the benefits last

 

[Pablo]

Checking-in at the Sofitel Sydney tomorrow - would anyone remember the evening coughtails times for the lounge?

Trying to make the most of my Accor Platinum while the benefits last

5:30-7:30 are coughtails.

Enjoy them

 

[M@rcoPolo]

5:30-7:30 are coughtails.

Enjoy them

We sure did! Asked at reception about post 31/12 benefits and they said the lounge access was on a "trial basis" only at this stage, so I guess we'll have to wait until January to find out. One thing for sure, if it continues I will promptly shift my future bookings from the Pullman to the Sofitel

 

[M@rcoPolo]

Could anyone staying at the Sofitel Sydney confirm if lounge access for Accor Platinum ended on 31/12 or (here's hope) has been extended?

 

[edman]

Brisbane is extended for 2016, I queried them on this. Getting a bit of a touch up in Jan too so will be relocated while this happens

 

[eric2011]

Brisbane is extended for 2016, I queried them on this. Getting a bit of a touch up in Jan too so will be relocated while this happens

This great to know. My first of many stays is the 13th Jan so can look forward to lounge access

 

[M@rcoPolo]

I've just been told lounge access "trial" for Accor Platinum at Sydney Sofitel has been extended until January 31st (and possibly longer...)

This is great news - I told management this would definitely make we switch from the Pullman to the Sofitel, please make sure you provide feedback if you are Platinum and happen to stay at the Sofitel during January

 

[ICUDr]

Just checked in at the Sofitel Brisbane. - After missing my flight to Newcastle due to rather difficult night at the "office" I decided to stay and rest in Brisbane-

The Sofitel Brisbane now grant lounge access to the Platinum members - since August 2015-

Apparently many platinum members complained about it and the hotel's management decided to allow us to use the lounge.

I did move my Brisbane stays to the Hilton and Pullman as we can get access to their lounges. So, I think this is a big step forward for the Sofitel

 

[netaddict]

Have been reliably informed that Accor are working to get platinum member lounge access at all properties (sofitel and pullman). Had a comment yesterday this should start within weeks.
Further to this from a stay at Sofitel Melbourne the club manager said they are working on it and expect it resolved by April 2016. This was about a month ago.
Let see if any of this happens.

 

[M@rcoPolo]

Anyone knows if Accor Platinum access to the lounge at Sofitel Sydney is still happening?

Last I've heard it was on "trial" until the end of January...

 

[eric2011]

Anyone knows if Accor Platinum access to the lounge at Sofitel Sydney is still happening?

Last I've heard it was on "trial" until the end of January...

I'm also interested in this as I have a stay on 18th Feb although my confirmation specifically says that club access is not available

 

[M@rcoPolo]

I'm also interested in this as I have a stay on 18th Feb although my confirmation specifically says that club access is not available

If you are Platinum and have a reservation you can simply call Sofitel Sydney reservations on 02 9228 9188 and ask them to confirm either way. I did that with my previous stay and they confirmed I would receive access to the lounge (that was in January) and when prompted they also told me the benefit was going to be available "at least" until the end of January.

Pls let us know what the outcome is!

 

[eric2011]

Pls let us know what the outcome is!

Just gave them a call and was told it is still ongoing. I will have access when I stay on the 18th Feb. Thats good news however anything can happen as per Murphy's law

 

[M@rcoPolo]

Just gave them a call and was told it is still ongoing. I will have access when I stay on the 18th Feb. Thats good news however anything can happen as per Murphy's law

Excellent - enjoy the lounge and please do try to find out what future plans are... it looks like they have be "trialling" this since last December so hopefully they will soon make up their minds

 

[eric2011]

Just gave them a call and was told it is still ongoing. I will have access when I stay on the 18th Feb. Thats good news however anything can happen as per Murphy's law

Can confirm this benefit is still in place, Murphy never found me

 

[M@rcoPolo]

Can confirm this benefit is still in place, Murphy never found me

Awesome! Can you pls ask if they plan to extend it past the end of February?

 

[eric2011]

Awesome! Can you pls ask if they plan to extend it past the end of February?

Yes I tried to do that and got the stock answer, this is an ongoing trial and no I (staff member) don't know how long it may last.

The place was very quiet last night (Thursday) 7.00pm and only about a dozen people in the club, all singles, all taking up a table each so wasn't much seating left for me and mrs. Same thing this morning when I went in for my morning coffee 7.30am and maybe 7 or 8 people around. Thinking about it the whole place was very quiet.

Leaving here soon and walking down to the IC where I am staying till Sunday. This is my normal haunt and was only staying 1 night at the Sofitel to burn points. As a Spire Ambassador with IC I get a Club Harbour suite as my automatic upgrade.