Accor Hotels - another major Customer Service Failure

There is one thing which always gets me extremely angry, and that is bad customer service. As management consultant, who lives a life of order and well laid out processes (at least at work), it is such a painful experience when easy processes don't work. Currently, I am tasked to develop a customer service centre for a big financial institution in Frankfurt, and one thing is for sure, the Accor Hotel way of doing things is something I won't train my clients in. 

The Situation: Twice a year Accor Hotels do have a major points initiative in their reward scheme. Last September it was called September Boost for which one has to sign up and then, once the conditions are met, one gets points credited to one's rewards account. The September Boost promised 10000 points (which equals €200) and the conditions were: 4 stays à 2 nights minimum from anytime September till end of December 2016. One needed to book by mid October and that's mainly it. 

Usually any bookings till deadline count, also bookings that were made before one signed up for the offer. But just to make sure I asked Accor's social media team about it and they confirmed this to me.

As one can see, they confirmed that reserved nights before the offer came out would count. So I trusted them. Of course, everyone can imagine what's coming up now. I'm waiting for my points till today. The interesting thing is my e-mail exchange. I am blue, they are red.

First e-mail: Roland to Accor on 25 October 2016:

Dear Sir/Madam,

I took part in the September Boost promotion and so far have never received an points and i have stayed and will stay nearly every week in an Accor hotel. I signed up in September and it is nearly November now. I should have at least gained the first two layers. Can you please check whether there is a system glitch? I have registered twice, just to make sure and the second time I got confirmed that I was signed up. 

Second e-mail: Accor to Roland on 30 October 2016:

Dear Mr. BRUNNER,

We refer to your email dated October 25, 2016.

To further assist you with the September offer points please provide the reservation associated with it.

We remain at your disposal.

Regards,

K.T. (name deleted for privacy reasons)

Your Accor Hotels Customer Care Service

Third e-mail: Roland to Accor on 30 October 2016:

Dear K,

As far as I remember, the September Boost offer should have been granted to the following stays: 

Ibis xxx, 4 - 7 October

Hotel Mercure xxx from 10 to 13 October

Hotel Mercure xxx from 24 to 29 October

Hotel Mercure xxx from 28 bis 30 October

For those 4 stays, each of them were longer than 2 nights, I should receive all in all 10000 points now. Can you please credit my account with them? 

Thanks and kind regards,

Forth e-mail: Accor to Roland on  4 November 2016:

Dear Mr. Brunner,

Thank you for taking time to contact us.

We refer to your request regarding "BOOST SEPTEMBER 2016 - YOUR EXCEPTIONAL NEW BONUS" offer.

We regret to inform you that your reservation from to at the hotel Mercure Hotel xxx, ibis Styles xxx and Mercure xxx hotel are not eligible to the offer.

After checking your bookings, those were not booked on 12/09/2016 as per terms and conditions of this offer.

According to the terms and conditions of this offer, the offer is valid only one time per member, for maximum 4 stays of 2 hotel nights minimum, booked through 12/10/2016, and done through 26/12/2016 in hotels participating in the Le Club AccorHotels programme. Receive a total of 10,000 points maximum: 500 points after your 1st stay, 2,500 points after your 2nd stay, 3,000 points after your 3rd stay and 4000 points after your 4th stay.

Looking forward to welcome you soon in one of our hotels, thank you for your loyalty in the AccorHotels Group.

Regards,

L. V.

Your AccorHotels Customer Care Service

Fifth e-mail from Roland to Accor on 4 November 2016:

Dear L, 

Your answer is conflicting with what one of your colleagues told me on twitter. 

I signed up for this offer, and i have stayed nearly every week afterwards in one of your hotels. This year so far 32 stays and more than 100 nights, tendency rising. And now I would like those points that were offered to me by signing up to that promotion. 

As you can see on my twitter feed I even ensured my reservations were valid. All I now do is to claim what has been agreed through signing up to this offer and actually seeking advice from your colleague. 

A screen shot of the chat is attached. 

Viele Grüße and kind regards

(ATTACHED THE SCREEN SHOT FROM TWITTER, see above)

Sixth e-mail from Accor to Roland on 12 November 2016

Dear Mr. BRUNNER,

We refer to your e-mail below.

We regret to inform you that your reservations were not eligible to the offer BOOST SEPTEMBER 2016 - YOUR EXCEPTIONAL NEW BONUS.

According to the terms and conditions of this offer, the booking date must be between: 12/09/2016 and 12/10/2016 .

We thank you for your understanding and we remain at your entire disposal should you have any further requests.

Looking forward to welcome you soon in one of our hotels.

Regards,
S. K.

Seventh e-mail from Roland to Accor on 15 November 2016:

As one can see, I gave up calling them by their name but went back to "Sir/Madam" as every time someone else answered. 

Dear Sir/Madam,

Thanks for your reply, but you did not answer my concern. I signed up for the September Boost promotion and asked a colleague of yours whether it was okay for this promotion to have booked stays before the actual registration date of the promotion and he said YES. I trusted him and did not book any further rooms. Suddenly you are telling me I do not qualify. And that’s unfair, because I could have easily booked more stays since I am staying with your hotels till the end of the promotion period nearly every week. In fact, with all my stays I could have fulfilled three times the requirements for September Boost. 

Since I relied on your colleague’s advice I would expect now to get those 10,000 points. 

I have attached a photo of the actual Twitter conversation between your colleague and myself. 

In your reply I would ask you not to send me another automated and pre-fabricated message again but actually refer to the case I am making. 

Thanks and kind regards,

Eighth e-mail from Accor (Guest Relations Coordinator!) to Roland on 17 November 2016:

Dear Mr. Brunner,

We refer to your account regularization request related to the offer "Boost September 2016!"

In the first instance, we offer our sincere apologies for the processing time of your request. Please be assured that this is not a true reflection of the high standards upon which Accor prides itself.

As we have explained in our previous exchanges, we regret to inform you that your bookings # is not eligible this offer. Indeed, according to the terms and conditions of the offer: 

< The offer is valid only one time per member, for maximum 4 stays of 2 hotel nights minimum, booked between 12/09/2016 and 12/10/2016, done for stays through 26/12/2016 in hotels participating in the Le Club AccorHotels programme.>

Indeed your booking was made on 17/08. As mentioned by our Social Media team, we can oversee the fact that the booking was made before the actualsubscription to the offer, however, the booking dates, as well as the other conditions, must be respected in order to benefit from the offer.

We sincerely regret this situation, however, as we are bound by these conditions, we are unable to bypass them and for the reason outlined above, we thank you for understanding that we are unable to respond positively to your request.

Please note that all our promotions are conditioned by terms and conditions that are presented usually at the end of the offer’s description.

We deeply hope that this isolated incident will not leave you with a bad impression of our group. Thank you for your loyalty and we look forward to welcoming you soon again at Accor hotels.

Kindly,

S. B.
AccorHotels GR Coordinator.

Ninth e-mail from Roland to Accor on 21 November 2016:

Dear Sir/Madam,

Thanks for your reply. 

Let me just reiterate: Even though I asked one of your colleagues via twitter whether my bookings were okay for the September Boost offer and he said „Yes“ you are not granting me those 10000 points. If he had not said yes I’d have made a few more reservations, as I have been staying in ACCOR hotels weekly; since from September till Christmas I’ll have 16 stays à 2 nights minimum. There are no other conditions I could have not met, as I booked them all via the internet. Basically, I cannot trust your own staff and it is tough luck for me that I did. 

Customer Service for me is something different. I’m a management consultant and am currently implementing a customer service centre for a big bank here in Frankfurt. I will copy our e-mail exchange for a case study and use it for a training session in how to not treat our most loyal customers. 

I am booked through till the end of the year with ACCOR hotels, but from January on and my next year in Frankfurt I will look for another hotel chain. I am not staying where I am not welcome and appreciated. And I am most certainly not begging for those points that should actually be mine. 

Thanks.

Mit freundlichen Grüßen and with kind regards,

And that's where we are today. This is absolutely horrendous. At least I can make a nice case study from it and present it to my clients as how NOT to run a customer service centre. It is not so much the €200 that I would have liked but the sheer stupidity of procedures that seriously get on my nerves. Obviously, I am a good customer; I have platinum membership and am very loyal. This year so far my account shows the following with 6 more stays (and 21 nights) in the pipeline till Christmas:

I don't think I am a difficult customer, in fact, quite the contrary. But I don't like it if they take the Mickey. And this is beyond taking the Mickey, this is stupidity, ignorance and a wrong understanding of customer service.  

__________________________________________________________________

On 24 November I posted on twitter that there is this blog entry and added @accorhotels; just to see if I get a response. The story goes on: 

Tenth e-mail from Accor to Roland on 25 November 2016: 

Case N°: CAS-1297798-V8V4Z4 

Dear, Mr BRUNNER,

Please accept our sincere apologies for any inconvenience that has been caused which does not reflect the quality of service we wish to offer you.

We would like to remind you that your booking was made on 17/08. in order to benefit from the offer, the booking dates, as well as the other conditions, must be respected.

Kindly note that our higher department is working this, we will get in touch with you shortly.

Thank you.Regards,
A. C.

Your AccorHotels Customer Care Service

Today is Wednesday, 7 December and I am still waiting for the "higher department".... I think I'll give up. One can only bear that much incompetence in one's life. 

__________________________________________________________

Okay, I tweeted again to see whether I got any reaction. And that's what I received: 

Eleventh e-mail from Accor to Roland on 14 December 2016:

It is an e-mail by "Member Assistance Level 2"

Dear Mister Brunner,

I have been solicited to answer you concerning your request to get bonus points relative to the "Boost September" offer.

Firstly, I would like to apologize for the time it took to give you a feedback, which doesn’t reflect the quality of our service.

It is with a great attention that I have read your comments and please be assured that I regret any deception caused during your first exchanges with our customer service.

I would like to reassure you that a total of 3 000 Le Club AccorHotels points have been credited to your account in relation to the Boost September offer.

These points were added for the stays from the 21^st to 25^th of November 2016 (500 bonus points) and from the 5^th to the 9^th of December 2016 (2 500 bonus points) at the hotel Mercure Hotel Frankfurt which were both made on the 6^th of October 2016. In accordance to the Terms and Conditions of Use of this offer, these stays were eligible to gaining bonus points.

However, acknowledging the confusion that this situation might have caused and to thank you for your loyalty, I am pleased to offer you 4 000 courtesy points, already credited on your Le Club AccorHotels Platinum Membership number xxx as an exceptional commercial gesture.

Wishing to keep your trust, on which we pay the greatest attention, I hope that you are having a delightful stay at our Hotel Mercure in Frankfurt.

Kind regards,

M. S.

AccorHotels Customer Relations Supervisor 

And that's the case. I will leave the interpretation of it to the reader. 

Earlier on, I had to write a message to their Customer Service Department because of some missing points for a stay in Lithuania this year... If they have a clever CRM system in place, they will probably think "Good Lord, that one again...." 

I won't be a Lumber Jack - my Fight against Canadian Windmills.

Being a management consultant specialising in process efficiency sometimes makes life more difficult. Let me tell you what happened with my Canadian eTA application, a new visa waiver programme for Canada, similar to the American ESTA programme. 

I booked a flight to Calgary, wanted to spend a week and a bit in the Rocky Mountainsm, hiking and stuff; and after having paid the air fare I went on the Air Canada website to find out about eTA. I went on the eTA website and applied. One question was: Do you take regular medication? And I instinctively knew there was a problem. I had some form of skin cancer last year and need to take a pill a day. I stood in front of a dilemma - should I lie and say No I might face the risk of getting caught at the border. Being stamped a liar I'd never be allowed back into Canada. Should I not lie, I knew I'd have to go through a questionnaire or so and it would not be as easy to obtain an eTA as it would have been if I had lied. 

I didn't lie, told the truth, and I got the following message: 

Your application for an Electronic Travel Authorization (eTA) has been received. A review of your file is underway. You will be advised within 72 hours of next steps regarding your application.

You can check the status of your application by using the Check eTA status tool. To do this, you will need the application number noted above and details from the passport you used to apply for your eTA.

72 hours it says. Well..... 168 hours later, this is 7 days, I received another e-mail from them: 

Status: Pending – Client action required

eTA number: V30786838x

Passport number: xxx

A review of your Electronic Travel Authorization (eTA) application is underway. In order for Citizenship and Immigration Canada (CIC) to continue processing your application, we need some documents from you.

Do not submit your documents by email. To submit your documents, you will need to create or log into your secure MyCIC account at www.cic.gc.ca/mycic. CIC will request documents from you through this account.

Once you have created or logged into your MyCIC account, you will need to link your eTA application to your account by clicking on the “Link eTA application to this account” button.

For future visits to your MyCIC account, go to www.cic.gc.ca/mycic. Select the “Continue to GCKey” button and enter your GCKey user ID and password.

During the review of your file, you are not considered to hold a valid eTA. As such, you should not plan or undertake any travel to Canada until you are advised otherwise.

Right, I have to open that link and sign up and submit some papers. I guessed it was the travel insurance or a certificate of what kind of illness I had. I still had that paper that I completed my radiotherapy sessions and was about to scan it. Whatever. I clicked on the link and an error message occurred. I tried with my Mac and at work with a normal windows computer. I always got this message: 

Server Error

403 - Forbidden: Access is denied.

You do not have permission to view this directory or page using the credentials that you supplied.

I was annoyed. I clicked myself through some website, Canada.ca, and found a link where one can report any system issues. I submitted my problem and received the following: 

Thank you for contacting Canada.ca.

This email has been automatically generated to let you know that we have received your message.

The Government of Canada privacy policies do not allow us to forward email messages on your behalf to any other Government of Canada organizations, programs, services or representatives.

We do not respond to correspondence that contains offensive language.

I waited for a day or so and received the following message: 

Canada.ca does not maintain the Citizenship and Immigration Canada website.

Information on how to report technical difficulties encountered with the Citizenship and Immigration Canada website or on how to obtain related assistance is accessible from the "Help Centre" section of the Department’s website at the following URL:

What do I do if I run into technical problems with my online application to CIC?
http://www.cic.gc.ca/english/helpcentre/answer.asp?q=799&t=23

Good Lord! I clicked on the link and opened up a help section and reported my problems. I got the following message back: 

*** Please note that this is an automated message. ***

Thank you for contacting Citizenship and Immigration Canada (CIC).

You may expect an answer if:

*   you have submitted an application;

*   your application has exceeded normal processing times<http://www.cic.gc.ca/english/information/times/index.asp>;

*   you wish to report important changes or an emergency situation;

*   you wish to report a technical issue with Citizenship and Immigration online services.

Please note that we will not respond if you have not provided all the mandatory fields in submitting your question.

For general questions on the Citizenship or Immigration programs,  visit the online Help Centre<http://www.cic.gc.ca/english/helpcentre/index-featured-int.asp> on our website<http://www.cic.gc.ca/>.

Submitting the same request multiple times will not expedite the processing of your enquiry.

The turnaround time for a response is of 10 business days for online technical difficulties and 30 business days for case specific inquiries.

Please note that Citizenship and Immigration Canada can only communicate with you in one of our two official languages: English or French.

Thank you.

Citizenship and Immigration Canada

10 days. I have to wait 10 days now!!!! 10 days????? Okay, I waited for 10 days. In fact, I waited for 15 days and am still waiting for resolving my IT issue I had with the site. 

Last weekend I called a phone number which I found on their website. I got something like the following automated message:

"Invalid number, no phone calls answered."

I was about to cry! Please God, I don't want to steal from the Canadian health care system, I am happy with the NHS. I only want to travel to see Calgary and the Rocky Mountains, and that only for a week. What on earth is going wrong there??? 

After 3 more days I received the following message: 

Status: Closed

Application number: V30786838x

Passport number: 

Following an assessment of your application for an Electronic Travel Authorization (eTA), it has been determined that you do not meet the requirements for an eTA. Please see the attached document for the reasons leading to this decision.

 Your application is now closed.

You are not considered to hold a valid eTA. As such, you should not plan or undertake any travel to Canada. Should you decide to travel to Canada, you may experience delays at boarding or on arrival, and you may not be allowed to board your flight or enter Canada.

I do not meet the requirements? I haven't had a single chance of doing anything but wait, wait for more than 4 weeks now. What's wrong with you guys in Canada? Can't you implement an online visa procedure and system and get your interdepartmental communication right?

Basically, that's it, right? My mistake was that I did not lie, telling the Canadian authorities about the pills I am taking daily. This triggered the whole issue, I am sure. 

As management consultant I can conclude the following: 

- No sufficient project management planning for introducing the eTA system.-

- No IT knowledge to send out links that actually work.

- No contact possibility

   -  e-mails can't be sent, other than via the website that didn't work.

   -  the call centre did not answer any messages.

- No communication link between their IT department and operations department. Those operations people should have seen that there was an open IT ticket.

- No time keeping. In both cases they exceeded the time promised to get back to me. 

And what are the consequences? 

- No holidays for me in Canada.

- Loss of money, as I will have to return the ticket. Also, the eTA had to be paid.

- If I should I ever want to enter Canada again, I would always have to answer the following question: Have you ever been denied entry into Canada? I'll always be brandmarked. I will always have to explain to some immigration officer about this. And nothing is my fault. 

CANADA, PLEASE SORT YOUR PROCESSES OUT!!! 

One of my problems is, as management consultant I understand processes and know exactly when processes go wrong, like in this instance. The frustrating thing is, that there is nothing I can do. I could open a new eTA case, but I'd get the same over and over again - being denied, being sent a non-working link, being made to wait and wait and wait and nobody to talk to. 

I am hoping anyone from the Canadian Immigration Authorities will read my blog and do something about this situation. 

---------------------------

I posted this blog entry last Thursday, 25 January. I thought the case was over. No, it goes on. 

Also on the 25th I wrote this Twitter entry:

Thanks Canada. Feedback about ill-working processes en route to implementing eTA.  http://roland-brunner.blogspot.de/2016/02/i-wont-be-lumber-jack-my-fight-agains.html … 

@CitImmCanada

This morning, the 27th I have received the following message: 

Dear Roland,

Thank you for contacting Immigration, Refugees and Citizenship Canada (IRCC).

In order to access your MyCIC account we suggest you to try this link: http://www.cic.gc.ca/english/e-services/mycic.asp

If you are still experiencing technical difficulties fill out this email form choose Electronic Travel Authorization - General and Technical Enquiries located in the drop down menu under the heading Enquiry,and include:  

Sincerely,

Immigration, Refugees and Citizenship Canada
www.cic.gc.ca

I do still have my ticket, but I am somehow on the verge of losing interest in flying to Canada and am pondering whether I should simply leave it. My enthusiasm for hiking through the Rockies for a few days is dwindling.

Guys in Canada, you should really sort your inefficiencies and processes out, please!

I'll send another message to them to their twitter account and will also write to this e-mail address. If that doesn't work, I'll give up. 

----------------------

Today is the 9th of March and I have given up. I returned the airline ticket. I tried to get another eTA but when I ready "Were you ever refused entry into Canada?" I decided this is too much to bear. Somehow, I completely lost interest. It's just such a shame that they can't implement a visa IT system and get their processes right. 

----------------------

The story goes on: On the 12th of March I have received the following after I, in fact, replied to that one e-mail from the 27th. In that e-mail I copied in this blog link asking them to read through as I could not possibly write the whole shebong. I also wrote a bit about what happened. Of course, nobody ever read that blog entry (as I can see in Google Analytics). As a result I have received this automated e-mail, yes, yet another automated e-mail. All in all, I must conclude that I had to deal with such an amazing degree of incompetence that it's hard to believe if I hadn't collected all those e-mails as evidence. 

Status: Closed

Application number: V3078683xx     

Passport number:           

Thank you for contacting Citizenship and Immigration Canada regarding your application for an Electronic Travel Authorization (eTA).

The status of your application is: Refused.

In accordance with Section 11(1.01) of the Immigration and Refugee Protection Act (IRPA), an electronic Travel Authorization may be issued to a foreign national if he or she is not inadmissible to Canada and meets the requirements of the Act.

Subsection 16(1) of the Immigration and Refugee Protection Act states that a person who makes an application must answer truthfully all questions put to them for the purpose of the examination and must produce all relevant evidence and documents that the officer reasonably requires.

You have not submitted proof of funds, proof residence and itinerary details as requested on 2016/02/09 to be provided by 2016/02/19.

Please note however, that clients who do not submit required documents within the deadline provided, or clients who do not submit the documents that were specifically requested may see their applications being refused. As such, you may want to submit another eTA application, ensuring that all required documents are submitted within the timeline granted and that issues raised earlier are properly addressed.

You are not considered to hold a valid eTA. As such, you should not plan or undertake any travel to Canada. Should you decide to travel to Canada, you may experience delays at boarding or on arrival, and you may not be allowed to board your flight or enter Canada.

Sincerely,

Citizenship and Immigration Canada

I am wondering if anyone from Canada will ever read it. It's such a great case study of what can go wrong. 

If I should ever get a reply from them, I'll copy it below here. 

Just to link my travel blog to here, an entry from my last trip to Canada in August 2010. I flew to Halifax and took a tour for a few days, PEI, etc. 

http://rollsgoesworld.blogspot.co.uk/2010/08/halifax-nova-scotia-canada.html 

Negative Feedback

In that training our trainer had one-on-ones with us and we were allowed to bitch about other course participants. I bitched about Julie and that she continuously talks about an old client of hers called Alpha-Tec. I so much could not hear that word anymore.

Well, and suddenly I had an assignment; giving Julie feedback and telling her to shut up and that her stories get on my nervs. As a well-mannered young man, I certainly did have my problems giving negative feedback which should also be constructive at the same time. This was also part of our training session.

I tricked a little. Only a few days ahead was Julie's birthday. We all celebrated and were not super-sober anymore. I told her then, in the most diplomatic manner. Julie took it very easily. We had such a laugh, and she never ever mentioned Alpha-Tec again.

In fact, it was from then onwards that Julie and I became extremely good friends. We still visit each other regularly (she lives with her family in the US) and have a good laugh about Alpha-tec these days.

What I wanted to say with this. Giving negative feedback does not have to be destructive. Initially, it is difficult though, but one gets used to it. I am doing it all the time now as part of my job. The ability to tell someone something which he probably does not want to hear and can be painful but will result in something positive is one of the major management skills.