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Bad Accor Advantage Plus

When you want to subscribe for Accor Advantage Plus membership, you'd better read this post before.
5 years ago, August 16th 2009 No: 1 Msg: #83295  
N Posts: 10
I want to share my bad experience with Accor Advantage Plus.
Hopefully others will not be a victim like me.

It was started in a travel exhibition in Bangkok in 2008, where Accor group display their range of hotel.
I was interested with the offer of a membership of Accor group, they said that they'll give a compliment voucher to stay one night in any participating hotel in Accor groups Asia.
Thinking that Accor was a reputable hotel group, I bought the membership for THB 5,500 (I don't remember the exact amount but it is around that number)

A few months passed, I almost forgot the voucher and the membership, but I found the voucher when I was reorganizing my working room.
I tried to book the hotel in Sofitel Centara Huahin, but got the answer that the hotel is fully booked until next 2 months. I was wondering, if a hotel could get such a good business, perhaps it was time for me to start investing in hotel business.
However, when I checked the hotel via an online hotel booking, it was apparent that the hotel still had plenty of vacant rooms (even I tried to pretend booking for a large group of visitors, surely I didn't finalize the booking because it will disrupt the hotel booking system)
I called the customer service for the card, and finally got explanation that the complimentary certificate was running based on certain allocation only, for the expensive hotel like Centara, (perhaps) they got only 1 room for every two weeks.
Well, it is not a hotel voucher (yes, they didn't write it as hotel voucher) but a gift, which you have to beg to get it.
Nevertheless, I canceled my vacation plan and sent a strong complain email.
Guess what? It took 1 week for them to answer? Can you imagine? They answered it after I sent the email for the third times.

After a few months, I forgot the case.
Today (15 August 2009), I find that the voucher will be expired by the end of this month (August 2009), so I try to book Novotel Clarke Quay Singapore.
Do I get it? As you can guess, NO.
The officer even suggests I plan my trip 2 months in advance. I ask him if he does the same, and he admits that he doesn't.
The hotel is fully booked and the only available time is not during weekend, hence surely I cannot use it.
I tell the officer that my voucher is almost expired and ask for exception; He suggest I extend my membership so that I can extend the voucher life time.
From this case, I understand that there is no room for negotiation, no tolerance for an urgent case.
Finally, the officer tells me to call the hotel directly to get the exception.
I try to call the hotel directly and get explanation that they do nothing with Advantage Plus except give allocation to some rooms to the company, if the rooms have run out, the hotel can do nothing.

Now, I hope that the reader of this testimonial will know that it is better to avoid the membership of Accor Advantage Plus unless you want to have similar experience like mine.

My membership number in that Accor Advantage Plus is 308409 000 627738 2

Actually I don't want to waste my time writing this case, but I think that I have the obligation to avoid other people to fall victim of that bad service. Reply to this

5 years ago, August 19th 2009 No: 2 Msg: #83613  
N Posts: 5

You know what? I just faced a similar problem like yourself. In my case, I was given 2 free nights last year when I signed up for the card. I also wanted to utilize my free night before my card expired at the Novotel Clarke Quay. This was about 3 weeks back and I reserved the room back in May online. When I arrived, Novotel insisted that I had to present the paper certificate even though I already provided them with the email proof of booking. But I told them I had no problems redeeming the other free night in another hotel earlier this year in Australia. In the end, I couldn't check in because they refused to allow me to even though I've already technically booked the hotel online all because of a piece of paper

I then emailed their customer service people and told them I didn't receive any vouchers last year when I received my kit and besides, it was a long time ago when those mailers were sent so could they please just send another voucher for me to utilize for this free night. Guess what? I had to send a couple of reminders before they replied and all they kept saying was that they were switching to a new system and I had to SIGN UP for another year of membership if I wanted to revalidate that free night ie. paying more money just so I could get that free night. And they said it was already an exception on their end by giving me back my free night if I signed up for another year. Isn't it kind of ridiculous that a customer should be made to pay more money to get the free night when I NEVER even got my basic entitlement from them on fulfilment of the contract? This issue would have been easily solved with them sending another voucher to me. But no, they insisted that the night given to me free in Australia was THEIR fault because no voucher was presented and hence I was being penalised for the Novotel one this time round.

It makes no sense to me at all.

I then received a call from their customer service manager yesterday. He started the first 10mins talking about how great their organization was having 300,000 members in the Asia Pacific and again reiterating on giving me the choice of signing up for another year and pay the 288 bucks so I could get back my free night. To me, it sounded like they were just trying to defend their organizational practices at all costs with no intention of helping the customer at all. What I found even more disturbing was when he turned around and questioned what I would do in MY company if a client wasn't entirely satisfied. I thought it was rather rude and his tone sounded as if he was entirely justified to do so.

The overall experience I've had with them in the last 2 weeks with their emails and phone calls was absolutely terrible. Honestly, if you are looking to book hotel accommodation, you are much better off using 3rd party websites cos at least then you wouldn't have to be tied down for the whole year to booking their hotels every time you travel.

Reply to this

5 years ago, August 19th 2009 No: 3 Msg: #83634  
N Posts: 10
Hi laverne06,

I feel sorry for your terrible experience, but we learn one important thing i.e. big name doesn't always mean a good commitment especially in this kind of hotel membership thing. Reply to this

5 years ago, August 19th 2009 No: 4 Msg: #83636  
N Posts: 5
Hi IndraSg,

Unfortunately, in both our cases, the damage has already been done. Guess more people just need to be aware before they sign up for such hotel cards.

I am not surprised if many of these cards come with disclaimers. But I really wasn't expecting such terrible customer service as well, coming from such a reputable hospitality name.

Have you thought of reporting this to CASE?

Reply to this

5 years ago, August 19th 2009 No: 5 Msg: #83656  
N Posts: 10
Unfortunately, I bought the card in Bangkok, hence I think that CASE will do nothing on this matter (at least for my case)
If you report your case to CASE, I can support you, but again, I don't think that my case will be handled properly. Reply to this

5 years ago, August 19th 2009 No: 6 Msg: #83671  
N Posts: 5
Well I guess you can write to Forum as an alternative. Reply to this

5 years ago, August 19th 2009 No: 7 Msg: #83674  
N Posts: 10
Yes, it is what I am doing now.
If CASE has any forum, I'll post to it too Reply to this

5 years ago, October 29th 2009 No: 8 Msg: #91226  
I have been an accor advantage plus purchaser for 2 years in a row. The service is great value for money for me. I have not had any problems booking free rooms and hugely discounted rooms anywhere in e world. I frequently use my vouchers n discounts locally in Singapore as well as Malaysia, Macau & Hong Kong. Reply to this

5 years ago, November 6th 2009 No: 9 Msg: #92489  
arrgghh it really get to me now that i have just enrol in their membership. i was promised with 2 free nights stay. i have received my card n the package kit but i did not see any comp cert attach..but as i read thru the terms and conditions, i assumed it was supposed to be a e-certificate..well i don't understand y the hotel staff insisted that u have to show them the "real" certificate.. Reply to this

5 years ago, November 12th 2009 No: 10 Msg: #93430  
I'm a member of advantage plus since 2007 and happy with it. my mbrshp number 308409008137135. What i know, these membership is applicable throughou asia pacific, more then 350 hotels, why only go for i particular hotel in Thailand. it's for 365 days in a year, why wait last minute?? In this case, we can only blame ourselves. I've experienced the same problem like, online reservations for the hotels says it,s full, i visit asiarooms.com for Ibis Mangga Dua. And surprisingly it's available. i called the salesperson and give him a piece of my mind. What happen next is embarassing. He asked me to proceed with the booking and tell him my final rate.. and if i ever get it. So i proceed... after clicking and inputing so much info, thet it tells me NO room is availabe on the specific date...
Anyway, i've enjoy my membership although my membership only includes 1 free room. Some countries gets 2 free room and still complain about it. Which i really dont understand.
Come on people, the small premium we pay for the membership doesn't mean we owned the property. I've got my moneys worth as i used my free room at Sofitel Wanda Beijing. This is a very small problem, not happy? DON'T RENEW. Next time if anyone calls you for a membership, BE A MAN AND SAY NO...EASY Right? Stop whining if you are not happy about anything that WE put ourselves into. Cheers. Reply to this

5 years ago, November 14th 2009 No: 11 Msg: #93754  
I'm a member of few big group hotels, and some of them with higher tier.

Accor is the only one selling you their membership. They have sales teams speacially dedicated to this. Other reward you on the number of stays you have, and amount of money you spend on stays. At the end of the day, there is a huge amount of competition, why would you pay for a membership for a hotel stay.

And guess what, Accor just introduced a new frequen reward program....this one is free....guess they learned a lesson.

I'm a member of 5 different hotels group, but not Accor, and guess it will stay like this. Reply to this

5 years ago, November 16th 2009 No: 12 Msg: #93834  
N Posts: 5
Hi Prissy, they don't have an e-cert now as they've realised it's troublesome and too many customers have had the same problem. That's what came from the manager's mouth himself when he told me to renew my membership for this year. However, because I signed up under the old system, they have to stick to their rules and insist that I provide the paper certificate because their system can't recognise it without the paper certificate. How ridiculous is that?

Satisfied Customer, well that's exactly what I've done. I have NOT renewed my membership. I only signed up cos my friend was saying how good it was. To be honest, we're all better off with last minute booking websites. For the free night, it seems you are only able to book it months before anyway. Reply to this

5 years ago, November 16th 2009 No: 13 Msg: #93835  
N Posts: 5
Sorry the msg was meant to be directed to duettes, not Prissy. Reply to this

5 years ago, November 16th 2009 No: 14 Msg: #93859  
yea that's what im concerned about the e-cert n paper cert stuff..different hotels have different standards and ways of handling such issue..i did call my consultant with regards to this matter and i was ensured that it's all recorded into the card system when we made the comp nite booking..all we have to do is to bring the blue accor advantage plus card along for verification. well im going to hong kong next jan for the comp nite and we shall see what happen then..will keep u guys posted..ciao Reply to this

5 years ago, November 19th 2009 No: 15 Msg: #94100  
N Posts: 2
Sorry to hear about your troubles. My experience has been quite different although I definitely understand the confusion as they have changed their cards recently. they now have electronic cards and we don't need a paper certificate, my colleague has used his electronic card already and it was seamless.

my company has used the accor advantage plus card for 6 years because it saves us a lot of money on dining.

when we want to book the free night we use the website. you can see the availibility for every hotel for months in advance. most hotels don't need advance reservations but some of the busy ones do, we don't bother with advance reservations so i've used my free night at the Grand Sukhumvit in Bangkok for three years. i NEVER BOOK MORE THEN 4 DAYS IN ADVANCE and they always upgrade me on my free night.

to the poster who said they switched to a free card, your right and wrong. they now have a points card, it's free. the Advantage Plus card is not free but i can say that i have probably saved my company a minimum of $2,500 year using my card. I'm relocating back to the US next month and am going to miss my card, there is nothing like it there.

If you travel once a year and don't enjoy dining out, this card probably isn't for you.

To the original poster, you sound difficult. They have 300 hotels and you had a membership card for 365 days, it's much easier then you make it sound!! we all create the situations we want, it sounds like you got what you wanted.
Reply to this

5 years ago, December 1st 2009 No: 16 Msg: #94989  
N Posts: 1
False Promises by Accor Advantage Plus Vietnam Team

1st case: I signed up for the Accor Advantage Plus card and have recommended 4 friends who have signed up as a result. These recommendations were done on the basis that my membership would be renewed for free for 1 year once 5 friends have signed up within 2 weeks of the recommendation (this restriction is already a big catch). On requesting the 1 additional free year membership with a 5th recommendation, this was denied. It was said that this was never promised, though I did confirm this after the 2nd recommendation. It is extremely unprofessional for Accor Advantage Plus Vietnam to make promises to get new customers at all costs, without committing to these promises.

2nd case: a friend of my was offered to extend the membership in return getting the free night voucher from the first year extended, such that there are 2 nights available during the second year. On her request to book a hotel using these 2 vouchers, the Accor Advantage Plus Vietnam office called back saying that the free night can be extended. The phone call was made by another sales representative for no loss of face of the sales rep who made the promise. As a result of not being able to book the 2 nights, she decided not to extend her membership for a 2nd year, as the promise made in order to extend was not kept.

The sales practices of the Accor Advantage Plus Vietnam team is extremely unprofessional, and dont be surprised that this will be in the legal courts soon. you better watch out what promises you make while making the sales calls. we are following.
Reply to this

4 years ago, November 7th 2010 No: 17 Msg: #122499  
The Singapore Hotel in Clark Quay has NO rooms available to redeem the free night for the next 14 months ...and maybe beyond!!! I checked right through till Dec 2011 and there is not one night available. I regret joining and will not renew. Check out HK, Singapore, for November - theres only two days that two hotels have to get the free night. As I see it, the hotel allows a set amount of rooms for a free night and once they are gone, the other rooms, likely empty, are not available. Its a con. Dont waste your hard earned cash. Reply to this

4 years ago, November 12th 2010 No: 18 Msg: #122833  
They should fix this Reply to this

4 years ago, November 24th 2010 No: 19 Msg: #123568  
N Posts: 1
let me tell what i know bout this,
actually Accor advantage plus free night stay is not given to u in physical.
Means, you have 2 free night stay.
How to redeem?
The t&c is like this:
* only applicable for online booking thru accorhotels.com by quote ur membership number
* subject to availability and some restrictions - most hotels apply this kind of t&c
* advance booking - of cos u dun want someone come to ur hotel (if u are hotelier) by show member card and say "I want my free night stay - now"
* by book thru online on above website, if there is availability, u need to give ur cc just in case - there not charge ur card. to secure booking - basic step for hotel
* if ur booking is confirmed, check with hotel u booked for either accorhotels send reservation to the hotel. - just to double confirm.
* once date of check in, dun forget ur membercard. show it to Front Desk

And then,

* they will print your FREE NIGHT STAY redemption voucher thru ONLINE and need u to sign the voucher - HOTEL NEED THIS TO CLAIM PAYMENT FROM ACCOR ADVANTAGE PLUS; and feel free to allow front desk to copy ur membership card.
* so ur free night stay is UTILIZED.


Reply to this

4 years ago, March 12th 2011 No: 20 Msg: #130907  
N Posts: 2
hey guys to all of you !!!
grow up
there is no membership in the world where by you can used your compt night in over 420 + hotels in ASIA PAC.
so to those who are feeling bad that can't get their free night across the asia pac region, this is the words i want to give you

1. There are 365 days in the whole year, why do you want to wait to the day or a day before your check in date to book your compt nite? i have the membership and i book my compt nite up to 2 months ahead and i get the room that i wanted no problem. for Clarke quay (wanted to say) ppl. there are 2 going to be 3 more hotels in singapore, use them there or better still use them at a sofitel .

2. i have been an accor member for 3 years going to 4th year now. bear in mind is this the carrying forward of the compt nite is subject to the prerogative of the program manager and this is based on the request and of course if you renew on time, i know this because i got a very good consultant who has been giving me great service since day one. for the 2 nights, you can't use it consecutively. come on using your common sense, the hotel wants to earn money as well. Reply to this

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