Feedback on experience with Mercure

[Flashware]

Hi guys,

Just wanted to mention a good experience, in this case with the Mercure in Melbourne. Booked a room earlier this morning for a trip being made in 2 weeks, and had accidentally booked the wrong day (on a deal that allows no date change, etc.). As it was an obvious mistake, I contacted Mercure in order to get the booking changed to a day later.

The hotel said no, and to ring their office in Sydney. So I rang Sydney, who took my details and rang the hotel themselves to follow up. 10 minutes later I received a call saying that my booking had been changed - couldn't have been happier.

It's great to see that through honest mistakes they're still happy to accomodate changes when the terms of the booking state otherwise. Obviously, as always YMMV - but for me this was a positive experience!

Cheers; Dan

[straitman]

A great outcome that a few (so called) service providers could learn from.

[codash1099]

I'm not so sure about Mercure's customer care.

I've stayed with them on quite a few occasions (mostly the Mercure Sydney Airport) and have run into a total blank on getting FF points for the stay. I usually book direct with the hotel but have only ever received points for expenditure during my stay (eg breakfast). Nothing for the accommodation itself. I've had no response to emails and no action even when promised by the receptionist at the hotel. Chasing points through the Qantas FF does no better. There is nothing anywhere on their site (that I can find) that sets out their policy. I have, however, received points on the one occasion I booked through Qantas Holidays.

[clifford]

You need to remember you are dealing with Accor.

They don't know what "customer service" means.

After all, they are a French company.

[Soundguy]

Had the same problem, not getting FF points from Accor hotels. They usually come up with an excuse that the room has to be above a certain $$ rate per night to qualify.

[Flashware]

It's interesting that you say that - I had the same experience with the Mercure up in Broome..

[oz_mark]

Had the same problem, not getting FF points from Accor hotels. They usually come up with an excuse that the room has to be above a certain $$ rate per night to qualify.

Not exacly a uniquely Accor problem. Seems widespread through many chains

[snufl]

When I stayed at the Mercure Sydney points were posted quick smart.

Stayed at Novotel Homebush and after 6 contacts and 5 months wait to no avail, I sent a copy of receipt to Qantas, then got points.

Both are Accor and I got the feeling the responsibility is with the individual hotel.

My husband doesn't follow up and after checking his FF statement none of the points for the hotels he had stayed at in the past couple of years were there, so its seems common with a number of brands.

Our new rule is: File all receipts, if points do no appear on ff statement within 3 months, fax to Qantas.

[snufl]

When I stayed at the Mercure Sydney points were posted quick smart.

Stayed at Novotel Homebush and after 6 contacts and 5 months wait to no avail, I sent a copy of receipt to Qantas, then got points.

Both are Accor and I got the feeling the responsibility is with the individual hotel.

My husband doesn't follow up and after checking his FF statement none of the points for the hotels he had stayed at in the past couple of years were there, so its seems common with a number of brands.

Our new rule is: File all receipts, if points do no appear on ff statement within 3 months, fax to Qantas.