ComplaintsforAccor Hotels North America

• Initial Complaint

  01/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Accor has suspended my account without informing me. I was unable to purchase the products on their websites through their website with an error message "your purchase with points could not be completed because your Accor account is not opened". I submitted a request asking for clarification and they immediately closed my ticket within 4 hours without any response. I then reached out to the customer service the next day during their office hour and my points had already expired. While I was trying to work with customer care to unsuspend my account and get my points re-instated, they suggested that I would either have to use their Dining Offer or have an eligible stay at one of the properties to re-instate my points. Accor should have communicated my account suspension in the first place. They should also be responding to customer's requests. If the customer reached out to the wrong division, they should be transferring the customer to the appropriate team who could handle the case, instead of just closing the case. There are a lot of improvements in Accor's communication.

• Initial Complaint

  10/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  - Multiple booking issues - Ended up being verbally accosted by the hotel's front desk manager - Front desk manager blocks my calls - Try to deal with the issue through escalations - Am constantly being told different things with no time frame in place and seems to be no structure in resolving an issue that has been escalated.- My trip is approaching I have no resolution and my multiple requests to speak to the individual handling my case are being ignored.- hotels in the area are now fully booked and I have no idea what is going on - just that I am not allowed to speak to the hotel for which I have a non-refundable reservation.

  Customer response

  10/16/2023

  This is my account of the events nothing is verbatim and summary of the conversations on 10.Oct.2023 may not be chronological in nature.
  *** 2023
  Called the hotel directly, ******************, as I was looking in my Accor App, the hotel direct webpage and Expedia and noted that all of them had very different prices for the same room.  Discussed points etc. as I had asked if I still get them with Expedia as there is a field for the rewards number to be entered for the hotel.  The man noted that they were in fact added after the booking is received by the hotel.  He noted that there is a delay in that if I call them back right after making the booking it will likely not appear as there is a lag between the two systems. He noted that the only difference between the three platforms was level of flexibility in cancelling.  He noted that Expedia was entirely non-refundable.  Since I am running a conference in ****** and am a mandatory attendee not being able to cancel is not an issue.  He had already confirmed the points get added to my account.  So, I make the booking.
  This man noted to call back in a couple of weeks to have them link the reservation up if the reservation did not yet show up in the Accor app.
  Fast forward to todays date as I did not yet call the hotel to have them linked but did note that it was not in my app so called today.
  10.October.2023
  8:50am EST
  Emailed the hotel to confirm breakfast was included and to discuss my gold benefits as I could not see the booking in my Accor app wanted to get it fixed up and remember the agent that I spoke with back in *** saying that sometimes the Expedia bookings require a manual maneuver to link them.
  9:08am EST
  Received a response that because the booking was done through a third party they do not honor any status and there would be no points issued.
  9:13am EST
  Wrote back to the hotel that it was very strange as that is not what I was told by the previous agent.  You can see the emails for more details if required.
  At approximately 9:32am I called Accor customer service and got ***** and discussed my issue. Issue is that the individual who I spoke with back in *** 2023 at ****************** hotel had advised member benefits and rewards were given even with the booking being made through Expedia, but that it was entirely non-refundable.  ***** noted that this was not the case.  ***** notes version is that I asked to speak to his supervisor he said he was the highest level I pushed the issue repeatedly as I think it is entirely unfair that I am going to be held accountable for a hotel staff member misinforming me.  He wanted me to give him the name I cant even give a date (it was around and/or on the date of the booking itself).  I did advise that to him during the call.  I did ask if the expectation is that I assume all staff will make a mistake and ask for all names.  He said no, but it would have helped. I did note that I would file a claim with the better business bureau if this was not handled properly as this seems entirely unethical.  He eventually came around to offering to contact the hotel and issuing me a case number.  I did ask if I was okay to reach out to the hotel as well and he said yes. 
  ***** issued me a case number ********.
  Called the hotel directly at 9:57am and spoke to a woman who said the front desk manager was in some kind of turnover meeting until 3pm ** time and would call later.
  I hear nothing from the hotel and try back at 2:18pm EST (****hrs later and its approximately 7pm in ****** I believe).  I get a woman and I tell her the situation and that I was waiting for a call from the front desk manager she says he is standing beside her, and she will transfer the call. Front desk manager, name unknown to me (dont believe I caught it at the beginning of the call).  Explained that I was looking for him to call me back.  He said he had already responded to the open ticket (the one that ***** had opened), but that he had admittedly not spoken directly to me.  Went over the facts stating that he was not open to honouring what the man had said.
  He thought I had said that I called a month ago I corrected him stating I did not call a month ago, but that I called around the time of the booking, which he confirmed was *** of this year.  He then said he had misheard as he was about to tell me that it was impossible essentially as clearly the booking was made more than a month ago.
  He stated that because I did not know who I spoke to he has no proof.
  I asked if phone calls were recorded as it was around the time the booking was made.
  He said something along the lines of well that person may not even work here anymore.
  I clearly asked what difference does it make if an employee gave me the wrong information then the hotel should be accountable in some way.  I dont see what them working or not working there has to do with it.
  He wanted to end the call and started talking about abusing his staff.  He started using inflammatory language.
  I asked if the expectation is that I take all names from Nov 20 24 when I interact with someone as he will not take any issues seriously unless I have a name.  He said that my abuse will not be tolerated.
  This banter back and forth is getting us no where so I ask for escalation to the general manager.  This man says the general manager will not speak to me and will not deal with a matter like this.  He said this is a points issue only (he is entirely missing that I am being accosted and want to speak to someone because of this as well).
  I repeat it back multiple times he eventually says do you know what time it is here.
  I said yes and that I did not need to speak to the general manager right that second, but I would want to talk to them tomorrow he said youd better call back tomorrow then.
  I again ask for the name of the General manger eventually I get ****** (spelling) and am told that that is all I need to know.  He says he will not tolerate my abuse of his staff and says he is ending the call.  I ask if the phone call is recorded multiple times as I want to ensure this incredibly inappropriate escalation is documented.  He does not answer me but hangs up the phone.
  I try the hotel back at 2:25, 2:26, 2:27 and 2:28 as the phone keeps going to a very weird sound when I hit the button for reception. I finally come to the realization that he has in fact blocked my calls. At first I thought it was a connection issue making an international call.  I come to realize that he may have blocked me, so I call back to the Accor **************** number.
  At 2:27 I called and got ******.  She takes down my information, says she is taking over the case.  I go over all the same details noted above (again not necessarily in chronological order). And note that I am incredibly upset and that I feel quite attacked by the individual who is claiming he was the front desk manager.  She says she going to act as the mediator between myself and the hotel.  While we are on the phone she receives a message from this man noting that the hotel will not be taking any calls from me due to my abuse so this confirms that it was not a connection issue, but a direct refusal to respond to me.  I noted I had a long meeting today and that I would like a follow-up. She notes she will email me, but that if I do wish for a verbal update that I could call when it was over with.
  End of day has arrived, and I see no communication from ******, so I called her 4:31pm EST.  She notes that the case has been escalated to a Level 2 (no idea what it means so I ask).  She goes over the fact that the hotel has said they will not speak to me etc.. cannot commit to a timeframe for which this will be dealt with.  I reiterate that I have been accosted and I feel that I have been verbally abused by your hotel staff.  I booked a hotel, a reputable one, that is affiliated with a company and brand that I trust.  I said that I am given no timelines and how am I to feel comfortable that someone would not spit in my bed or use my toothbrush to clean a toilet given how I have been treated thus far.  She notes that a testimony would assist I asked does it speed up the process if this is done etc.. she notes that it does assist.  It was a bit confusing if it was a suggestion or mandatory, so I asked for that clarity and she said optional, but highly recommended.  I am not getting a real answer here I feel that with the manner in which I was treated this is clear cut.  I have been hung up on by the hotel and they are blocking my calls, but I still have a booking.  If he wanted to block my calls and not deal with me (albeit entirely unwarranted) then why didnt he cancel before hanging up?  I dont understand how I can get treated that way and then be told to wait for someone to help me out.  I also ask how can I be asked to wait the phone call recording should provide a clear-cut result of what transpired.  She then tells me that not all hotels record their calls.  She says we are going around in circles, and I am not getting the answers I am looking for.  She notes that I am getting firey and that she is ending the call. I requested that she not use inflammatory language just because its being recorded.  Note that I havent done anything inappropriate. Given the circumstances I do believe that my level of frustration, fear and hurt is more than understandable.   Nonetheless, she ends the call.
  Called back at 4:52pm EST and get *****************  Ask him for clarity on how to submit a testimony since ****** has hung up on me before providing me that information.  Ask him if he would feel safe or comfortable showing up to the hotel booking given the circumstances I describe to him, and he says no.
  Friday October 13, 2023
  Spoke with ***** again (same individual who opened the original case) stating that I need an update due to my company policy for travel.  Asked him for a timeline now we are back to now having one even though the previous agent said 24-48hours after receiving my testimony.  He states he cannot speak to that department.  I reiterate this is insane that no one can talk to the escalation department. I ask for him to get the individual working my case to call me.  He says he cannot.  I ask him to send a note to them if that is all he is able to do. He notes that he will.  Call is 7 minutes and 56 seconds in duration
  Sunday October 15, 2023
  Spoke with *** asking for an update as weve well passed my requirements for travel changes at work and its been well over 48hours since the testimony was received and official escalation done.  She puts me on hold to investigate says that the agent working the case has reached out to the hotel for a response.  I again state my issue with company policy and that I am well beyond my one month notice for change now.  Need to know what is going on.  Asked her to put a note on the file for the individual to call me tomorrow regardless of whether or not there is a final decision stated that I want a progress update. 
  Monday October 16, 2023
  Spoke with ***** and asked for a status update as I have requested a call on three separate occasions now (Oct 13, Oct 15, and now Oct 16).
  Advised I am leaving on holidays ahead of this trip and need to know what is going on need a status update.
  She stated she would mark the file again, but that has not yet prompted a response from the individual dealing with my case
  Asked for a supervisor and got put on hold for a length period of time
  I stated there seems to be no process in place for escalations and resolution there is no time frame. 
  ***** noted that these types of cases usually get handled within 24 hours even when escalated.  I said there is clearly something wrong as my case is well over that period.
  She said she would get back to me before end of day, via email, with more details as I have asked her to look into the issue.
  Monday October 16, 2023
  Receiving an email from ***** offering me an exception to leave me with no hotel
  Called in to speak to her and got ******* and ***** is not available even though just sent the email
  Asked for a call back now for the fourth time.
  Currently status / feelings
  The man I spoke with at 2:18 pm EST who states he is the front desk manager is not someone you want running your front of house.  I am scared to show up for my reservation and fear for how I will be treated during my stay.  As I noted to ****** I do not necessarily want it canceled as my entire work group is staying there and it would be incredibly isolating and penalizing for me when I am not the one who has done wrong.
  Desired outcome
  Apologies from the hotel on behalf front desk manager who accosted me, berated me and hung up on me.
  Ensure that this individual does not have any interactions with me or my husband during our stay.
  My gold status and associated perks observed, and points given; and
  A good will gesture, to be agreed upon by myself and the hotel, for the events that have transpired.
  
  *******************************
  *******************
  ************

  Customer response

  10/18/2023

  Says buyers remorse.  There is no remorse. They have my money and have blocked my number. My visit is in the future.  They verbally accosted me and then blocked me. I cannot even disucss a reservation which had been paid in full. Escalated to customer care and have faced only roadblocks to getting support. I am scared to attend the hotel and cannot get support 

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dear Better Business Bureau,I wish to lodge a complaint against Accor, an international hotel chain. The dispute revolves around a booking transaction I made on 06 June 2023.The booking reference for this transaction is MKXSBTPN. I booked 2 nights for USD ******** to Accor for a hotel stay, with the understanding that they have a Best Price Guarantee policy in place.Accors Best Price Guarantee promises that if a customer finds a better rate for the same room and conditions within 24 hours of booking, they will not only match that rate but also offer an additional 10% discount. I found a better rate on a third-party website that included breakfast, unlike Accor's offer. I provided them with all necessary proof including screenshots showing the date, time, and publicly accessible price.Despite submitting all the required evidence per their guidelines, Accor has denied my claim stating that my screenshot does not show the date and time, which is incorrect. Furthermore, they claimed that the price on the screenshot was a members price, but it was a publicly available rate at the time of the claim. I have provided a comprehensive email trail of our conversation as proof.I have been an Accor Gold member for several years and also a shareholder, part of their shareholder club. The lack of transparency and integrity in their handling of this case is disappointing and against the values they claim to uphold. I contacted the hotel chain's customer service multiple times, hoping for a resolution, but my request has been denied each time based on false assertions.I kindly request BBB's assistance in resolving this dispute with Accor. Their refusal to honor a legitimate claim is not only damaging to their reputation, but it is also an unfair practice that should be addressed. I hope for an amicable resolution to this matter, which would involve Accor honouring their Best Price Guarantee as they have committed.Thank you for your attention to this matter.

• Initial Complaint

  09/27/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Dear *** or Madame,With this message, please receive my most cordial of salutations, together with the best of wishes for you, your staff, and all your loved ones during these trying times.Originally planning to book a direct flight to *****, I came across a press release related to the joint marketing agreement ***** Airways has entered with ACCOR. Holding Platinum with the chain, a great incentive is generated in flying with ***** Airways, as Gold Status would be awarded with this amazing airline. This would serve to try their services and keep it in mind during future travels, while incentivizing stays beyond my 120 nights last year with ACCOR. The issue is that the Best Price Guarantee (BPG) they offer is not available on flights originating from *****************. A difference of $35 has been found on another travel site. In the screenshot, you will find information the airline portal related to this. An important note to consider, is that upon selecting Platinum Status with ACCOR, and clicking Book A Flight, takes one to the travel search engine. It does not appear to be truly linked to the selection made in the screenshot.My question is whether I would still be eligible for the Status Match if I booked my ticket through an online travel agency. At the present time, I have been unable to locate the terms and conditions related to the offering. At the same time, I have not seen verbiage anywhere clarifying if the booking must be made on the ***** Airways portal.The best way to reach me is via email.Kindly forward my request to someone at the appropriate department and ask them to furnish a reply at their earliest convenience. It is with great optimism that I look forward to being one of your many happy passengers, who supports the jobs of so many. To you and all of the members of ACCOR, I extend my wishes for only the greatest of achievements in all of your endeavors.Sincerely,************************* *****, ***

• Initial Complaint

  04/30/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Dear Sir/Madam,Good ********* am Jiahang Chen.Sorry to bother you that I would like write to express my dissatisfaction with your service I received while staying at ********************** during my trip between 04/16 and 04/18.Because I lost my ** **** card,and after we left the room 412,someone tried to use my card for several times in dollars(***** on Amazon,****** on *******).As I remember,me and my boyfriend checked out at early morning on 04/18/2022 at about 7.50am.And then we went to finish our driving license test.When I had to pay the print fee for my driving license,I found my card lost.And my boyfriend just called your hotel to check if the card is still in the room ********************************************************************************************* about ten minutes,someone spent ***** at Amazon US,and ****** on *******(this transaction was declined due to its huge amount).As you can seen,while I was having my test,that guy took my ** card and spent lots of money.(Here are some photos about when I got my driving license,and I had no time to use my card)As we planned to take ****pm flight to ****** on 04/18,we contacted one of your managers and filled in the related form to express what happened.Then the security man and manager guaranteed that after they saw the monitor records,they will contact us by phone or email.So we left.As a result,the manager called us on 04/21 for further information about these two transaction.He asked us to provide the transaction number.However I am now in ***,it is really hard for me to contact the ****s fraud team in **.Because I called ** **** several times ,no one answered the phone.(It also cost me lots of money on overseas phone fees).I cannot found the transaction number in my April **** statement(as ****** on ******* has been declined,it cannot be found ).And I also sent an email to ** **** requesting the dispute of the transaction not made by myself.I have not received any reply.

• Initial Complaint

  03/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Upon checking into the ************* Hotel on March 3, 2022, we were told that we could "park in the lot adjacent to the hotel (and the woman pointed out the window to the parking lot) or park in the hotel for $50.00." We said, well we will park in the lot because we were going to visit my son at the ******************* for his birthday, and also take him *************. Upon leaving the next morning at 5:30 AM our rental car was gone. We went inside and the man at the front desk said "you can't park in that lot, that's a Publix parking lot, your car probably got towed." Never once did the woman tell us at checkin that it was a Publix lot, NOT part of the hotel, and the Publix is not even visible from the lot, we found out later it is around the corner. To date, over three weeks, we still do not have our carry on luggage that was in the trunk, have incurred expenses from the rental car company, and also had to get our own car towed upon arriving home in NY that day since our car keys were in the luggage. I emailed many times to get some sort of refund to cover all these expenses and nothing. Also, found out that it is a $35.00 charge for the hotel, not $50.00. This seems to be some sort of scam with the towing company since upon calling the police that morning, we did not know if the car was possibly stolen, they located it right away at a towing facility. PLEASE we are asking for some type of help in this matter. What was such a fun day visiting our son for his birthday has turned into a nightmare. THANK YOU!!! ***********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩