Mijn Klacht:

As loyalty member of Accor Group I have been booking rooms in many hotels around the world and in Asia. With the guarantee of Best Deal 5- 10 % discount on rates benefits as loyalty member I actually never shopped around and trusted Accor for best deal while booking. Booking one of the hotels in Japan… I just found out that a non-member of Accor gets the same rate as members. On the website, while booking, an additional screen shows: benefit from extra 5 – 10 % off as member! No conditions… I checked with customer care of Accor… Took me a week… Their explanation is that somewhere on the website there are conditions (small print) explaining that some hotels do not offer this discount. While discussion and checking further it now appears that ALL hotels of Accor do not give 5-10 % discount… So the promotion of this and the lines showing while booking are useless. Just fake marketing promises as Accor knows that there is no discount. There are no side remarks of references to the website regarding conditions. This is a top example of misleading customers… especially loyalty customers. And Accor…. The just don’t care and regard my signaling as disturbing but just being one customer finding out ..

Gewenste Oplossing:

I would like to see an apology by management of Accor. I probably missed over 1.000 Euro's in discounts promised but not given. But that is not my issue. I think Accor is mature enough to take their customers seriously and leaf out tentative messages of discounts where they actually do not give them as they know this very well! Just addressing to small print on other location of website is circumstantial misleading. I demand the remove this offer in places where they actually do not apply andor add if applicable in clear language! Now they pretend to be generous where they actually are not!