I arrived with great excitement to my Accor hotel near Heathrow (I’m not going anywhere from the airport, it was just where I was staying) and had the slightly annoying situation that it was shut. I said to myself that this definitely wasn’t ideal. A staff member on site helpfully told me that I’d come to the right hotel, but that it had been shut for five months. They added that this was the problem with booking with third party sites, and I’d need to contact them to deal with the issue.
Unfortunately, I hadn’t used a third party site, I’d booked directly with Accor. So I phoned them and was delighted when a real life person answered the Platinum/Diamond support line (I was pleased my call got routed there, it made me feel important….). They were really quite friendly and they apologised several times, realising that the booking was valid for a shut hotel (if there’s such a thing as a valid booking for a shut hotel). The first stage of their resolution was to set up a complaint which they immediately upgraded to Stage 2. I don’t know what that means, but it sounded exciting. The second stage of their resolution was to rebook me in a nearby Novotel hotel as I didn’t fancy sleeping at the airport (I didn’t intend to recreate the film Terminal) and Heathrow never liked that at the best of times, so I imagine it’s impossible now. That worked out (the rebooking, not the sleeping at Heathrow), although they couldn’t get through to the hotel to guarantee the booking, but they booked it internally anyway.
The resolution team is meant to be getting in touch with me over the next couple of days, although I like the hotel that I’ve been moved to. They did tell me to keep my receipts and get a taxi there, but I couldn’t be going through all that stress so I just walked the thirty minutes to the new hotel. It was a lovely walk near the Bath Road with the sun setting. Not the three night stay that I had expected, but I won’t complain at three nights at the Novotel.
I would be annoyed, but I like Accor and to be honest, I quite like the drama and excitement….. The two staff members on the phone actually sounded interested in helping, so that was all positive. Although I’ve now got to work out where to get the 222 bus to get to the Piccadilly line….. I could get the Hotel Hoppa bus and charge Accor, but I hate that service and I don’t fancy faffing about sending receipts. Anyway, that’s another adventure I’ve gotten myself into.