Accor Hotels 的 Best Price Guarantee.....
會寫這篇文章的原因是因為自己碰到了同樣的事情，上網查發現實在滿少＂中文＂的＂親身體驗＂，所以決定自己將自己最近才發生的事情寫一寫，希望能提供給跟我一樣發生的朋友一些幫助～當然本人英文就可以溝通的程度，請不要太在意我的文法。。。看得懂比較重要～哈哈！
故事展開。。。。。。。。。
話說因為不小心就跟朋友一家人決定了十月的北海道行程。。。。所以就開始再找飯店，找著找著都沒看到中意的飯店，我就決定回到我的首選飯店系列Accor Hotels集團裡去看看~
一查發現，剛好在札幌車站不太遠的距離（地鐵還是要二站）有旗下三星等級的Mercure Sapporo，就我之前在沖繩住過Mercure的經驗算是不錯~同時我又有Accor Hotel的銀卡，價錢又剛好粉便宜（因為前三天剛好放完日本體育節的連假），就給他訂下去了～同時也叫了我朋友直接去官網訂就好～因為通常Accor Hotels系列都是官網價錢最便宜~沒想到。。。。就從這刻開始了後續本人第一次的Best Price Guarantee Claim，花了近二週的時間，整個事件才終於塵埃落定。。。。
通知了朋友後，他直接Line給我說~欸，Hotels.com比較便宜ㄟ。。。。哪泥!!!。。。。不會吧，上網一查～還真的咧～雖然價差很小（仔細算大概三晚才便宜1,000菸。。。。），可是被人打臉的感覺就不是很爽💢～突然熊熊想到Accor hotels有這個Best Price Guarantee (BPG)的計劃如下網址：
http://www.accorhotels.com/gb/garantie/descriptif.shtml
簡單講就是，你在官網訂到飯店後的24小時內，若是在其它訂房網站發現有跟你在官網訂的同飯店，同房型跟同樣條件的情況下還比較便宜的房價時，只要依照Accor Hotels網站的上的步驟填妥他的Form of Claim並送出 (網址:http://www.accorhotels.com/gb/garantie/formulaire.shtml)，他就會進行調查，若是調查確認屬實，他就會以你提出比較便宜的訂房網站的價格再打10% off給你.....當然你查到的訂房網站必須要將該房間的房型跟條件等截圖下來給他，當作證據，免得過兩天價錢又不一樣也說不定～
所以當然我就馬上上網進行我的第一次申訴了。。。說實在的，本來想要是申訴失敗也算了～反正只差1,000菸，而且第一次申訴通常準備工作是不太足的，個人是覺得失敗機率頗大....
就這樣足足等了５天~我收到了Accor Hotels 的 Customer Care Service 的回信如下:
I have received your Best Price Guarantee claim, and the screenshot you sent with the other offer.
In order for us to carry on the necessary investigation, kindly send us a screenshot showing the room details and sales conditions.
Thank you for your trust and let us know if we can be of further assistance.
We look forward to welcoming you to one of our hotels soon.
好吧，看樣子我一開始申請時附加上去的截圖她覺得不夠，還需要該網站房型價格的條件及細節，我只有再去截圖再寄一次給她。。。。
又過了四天～Customer Care Service (CCS) 又回信了如下:
You have contacted us concerning the best price guarantee application, I’m informing you that we have conducted the necessary investigations so we can properly study your case. Moreover, we cannot apply the best price guarantee on your reservation. In fact, your initial reservation N°: XXXOOO includes free breakfast for children under the age of 16. As the offer on Hotels.com does not, according to the screenshot you sent us.
In accordance with the Terms and Conditions regarding this guarantee, you can consult by clicking here, that you cannot benefit from the advantages associated with the latter. In fact, all the eligibility conditions that are mentioned in the General conditions need to be fulfilled in order for the new rate to be applied to your reservation.
Thank you for your trust and let us know if we can be of further assistance.
We look forward to welcoming you to one of our hotels soon.
好吧，雖然本來就有會失敗的心理準備~但是一看內容。。。。嗯～這是莊孝維嗎？？我被拒絕的理由竟然是因為官網有提供includes free breakfast for children under the age of 16 （提供低於16歲以下的孩童免費的早餐），問題是～我在官網訂的也是不含早餐的啊。。。。。所以我也很客氣的回覆她如下。。。。大意就是你應該錯了吧～我的訂單是沒有早餐的～還是說你願意提供早餐給我？？那我會很高興的～
又過了二天～CCS回信了如下:
I would like to provide further explanation on why we cannot apply the best price guarantee on your reservation.
Your initial reservation N°: XXXOOO includes breakfast for children under the age of 16. As the offer on Hotels.com does not, according to the screenshot you sent us. Therefore we cannot apply the best price guarantee on your reservation.
In accordance with the Terms and Conditions regarding this guarantee, you can consult by clicking here, that you cannot benefit from the advantages associated with the latter. In fact, all the eligibility conditions that are mentioned in the General conditions need to be fulfilled in order for the new rate to be applied to your reservation.
Thank you for your trust and let us know if we can be of further assistance.
好樣的~她還把她強調的部分再劃底線給我看一次。。。好吧～我承認我有時脾氣不太好～又其是碰上不講理的或是來歡的時候，所以又回了一封信給CCS，跟之前不一樣的是，我這次CC給了Mercure Sapporo，畢竟我要住的飯店是這間，總要讓她們也知道我已經快跟她們集團的客服打起來了。。。。。這次回信的內容如下：
說實話我真的發現有人鬼打牆了。。。。要是我的房型沒有包含早餐，而我的小孩只要不滿16歲卻可以進餐廳吃早餐還免費的話~我以後再也不去申訴~我兒子至少還可以吃7年。。。切
這次出乎預料的很快當天就收到回信了，只是回信的是Mercure Sapporo如下：
好～看起來Mercure Sapporo的客服反應很快~那我當然就是把之前寄給CCS的mail再轉寄給她一次。。。。
就這樣~馬上的這故事就結局了~因為她隔天就回信了如下:
故事展開。。。。。。。。。
話說因為不小心就跟朋友一家人決定了十月的北海道行程。。。。所以就開始再找飯店，找著找著都沒看到中意的飯店，我就決定回到我的首選飯店系列Accor Hotels集團裡去看看~
一查發現，剛好在札幌車站不太遠的距離（地鐵還是要二站）有旗下三星等級的Mercure Sapporo，就我之前在沖繩住過Mercure的經驗算是不錯~同時我又有Accor Hotel的銀卡，價錢又剛好粉便宜（因為前三天剛好放完日本體育節的連假），就給他訂下去了～同時也叫了我朋友直接去官網訂就好～因為通常Accor Hotels系列都是官網價錢最便宜~沒想到。。。。就從這刻開始了後續本人第一次的Best Price Guarantee Claim，花了近二週的時間，整個事件才終於塵埃落定。。。。
通知了朋友後，他直接Line給我說~欸，Hotels.com比較便宜ㄟ。。。。哪泥!!!。。。。不會吧，上網一查～還真的咧～雖然價差很小（仔細算大概三晚才便宜1,000菸。。。。），可是被人打臉的感覺就不是很爽💢～突然熊熊想到Accor hotels有這個Best Price Guarantee (BPG)的計劃如下網址：
http://www.accorhotels.com/gb/garantie/descriptif.shtml
簡單講就是，你在官網訂到飯店後的24小時內，若是在其它訂房網站發現有跟你在官網訂的同飯店，同房型跟同樣條件的情況下還比較便宜的房價時，只要依照Accor Hotels網站的上的步驟填妥他的Form of Claim並送出 (網址:http://www.accorhotels.com/gb/garantie/formulaire.shtml)，他就會進行調查，若是調查確認屬實，他就會以你提出比較便宜的訂房網站的價格再打10% off給你.....當然你查到的訂房網站必須要將該房間的房型跟條件等截圖下來給他，當作證據，免得過兩天價錢又不一樣也說不定～
所以當然我就馬上上網進行我的第一次申訴了。。。說實在的，本來想要是申訴失敗也算了～反正只差1,000菸，而且第一次申訴通常準備工作是不太足的，個人是覺得失敗機率頗大....
就這樣足足等了５天~我收到了Accor Hotels 的 Customer Care Service 的回信如下:
I have received your Best Price Guarantee claim, and the screenshot you sent with the other offer.
In order for us to carry on the necessary investigation, kindly send us a screenshot showing the room details and sales conditions.
Thank you for your trust and let us know if we can be of further assistance.
We look forward to welcoming you to one of our hotels soon.
好吧，看樣子我一開始申請時附加上去的截圖她覺得不夠，還需要該網站房型價格的條件及細節，我只有再去截圖再寄一次給她。。。。
又過了四天～Customer Care Service (CCS) 又回信了如下:
You have contacted us concerning the best price guarantee application, I’m informing you that we have conducted the necessary investigations so we can properly study your case. Moreover, we cannot apply the best price guarantee on your reservation. In fact, your initial reservation N°: XXXOOO includes free breakfast for children under the age of 16. As the offer on Hotels.com does not, according to the screenshot you sent us.
In accordance with the Terms and Conditions regarding this guarantee, you can consult by clicking here, that you cannot benefit from the advantages associated with the latter. In fact, all the eligibility conditions that are mentioned in the General conditions need to be fulfilled in order for the new rate to be applied to your reservation.
Thank you for your trust and let us know if we can be of further assistance.
We look forward to welcoming you to one of our hotels soon.
好吧，雖然本來就有會失敗的心理準備~但是一看內容。。。。嗯～這是莊孝維嗎？？我被拒絕的理由竟然是因為官網有提供includes free breakfast for children under the age of 16 （提供低於16歲以下的孩童免費的早餐），問題是～我在官網訂的也是不含早餐的啊。。。。。所以我也很客氣的回覆她如下。。。。大意就是你應該錯了吧～我的訂單是沒有早餐的～還是說你願意提供早餐給我？？那我會很高興的～
I think you made a mistake, in my reservation, you do not
provide me the breakfast either, please review the attached confirmation which
you sent it to me.
Or you mean you will provide me the breakfast?? I will be happy
to accept your kindly offer.
又過了二天～CCS回信了如下:
I would like to provide further explanation on why we cannot apply the best price guarantee on your reservation.
Your initial reservation N°: XXXOOO includes breakfast for children under the age of 16. As the offer on Hotels.com does not, according to the screenshot you sent us. Therefore we cannot apply the best price guarantee on your reservation.
In accordance with the Terms and Conditions regarding this guarantee, you can consult by clicking here, that you cannot benefit from the advantages associated with the latter. In fact, all the eligibility conditions that are mentioned in the General conditions need to be fulfilled in order for the new rate to be applied to your reservation.
Thank you for your trust and let us know if we can be of further assistance.
好樣的~她還把她強調的部分再劃底線給我看一次。。。好吧～我承認我有時脾氣不太好～又其是碰上不講理的或是來歡的時候，所以又回了一封信給CCS，跟之前不一樣的是，我這次CC給了Mercure Sapporo，畢竟我要住的飯店是這間，總要讓她們也知道我已經快跟她們集團的客服打起來了。。。。。這次回信的內容如下：
Thank for your further explanation again, but I am really
interested in your " includes breakfast for
children under the age of 16" , based on my
reservation, the breakfast is not included when I staying in your hotel,
and I don't think there will have any possible that the parents will
allow their child who is only 9 years old go into your restaurant and enjoy the
breakfast alone even the service is FREE (and his parents is not permitted)
......if you still insist your explanation is right and acceptable, I
will print your email and show it to the hotel when I check-in every time.
If their answer is not match what you told me, I will consider that is a
fraud. So, don't play on words again, just give me a answer is
reasonable and acceptable.
I am your loyal member, and always recommend your hotels to my
friends, but now, I have a little disappointment for your service, please do
not let me down more.
這次出乎預料的很快當天就收到回信了，只是回信的是Mercure Sapporo如下：
Warm greetings from Mercure Hotel Sapporo.
First of all, thank you very much for your loyalty to Accor
hotel groups.
Also, thank you very much for bring up the issue to us.
We would like to deeply apologize that the communication between
you and customer care service did not go well.
We are very sorry to trouble you, however could you please
forward to us the screen shot which you sent to customer care service earlier?
Let us review it and get back to you shortly.
In meantime, should you have any further assistance, please
contact us anytime.
We will look forward to hearing from you.
好～看起來Mercure Sapporo的客服反應很快~那我當然就是把之前寄給CCS的mail再轉寄給她一次。。。。
就這樣~馬上的這故事就結局了~因為她隔天就回信了如下:
Thank you very much for your e-mail and screenshot attached.
We apologize that it will take some time to reply to you.
After reviewed, we’ve decided to refund the accommodation fee
JPY37,800 which we’ve charged to your credit card earlier, first.
We will apply today’s rate (1NZ = JPY 3.5957) x NZ
10244.40 – 10% off = JPY 33,152, accommodation fee for 3 nights from XX XX .
Therefore, we will charge the new rate JPY 33,152 to your credit
card, again.
Again, please accept our sincerely apology that our customer
care center could not catch what you wanted to report.
Should you have any further assistance, please contact us
anytime.
We will look forward to welcoming you!
Thank you and best regards,
好~就這樣~Mercure Sapporo接受而且同意了我的Claim，最後～我的房價三晚依照這二天的匯率，大概便宜了NT$1,200左右~說實話金額真的不大，但是搞到後面真的是已經是爭一口氣了～
結論。。。。。。。。。
好吧～說實話我還是會繼續支持Accor Hotels的啦。。。。雖然她的CCS這次實在很瞎~但是就飯店本身的素質不論是軟硬體的服務確實都滿讓人滿意的，這幾年我住過台灣跟香港的Novotel，新加坡的IBIS，沖繩的Mercure，曼谷的Pullman，確實都讓人頗滿意的～而且踩雷的機率頗低（目前沒發生～希望以後也不要發生）～要不是這幾年我去的有些地方真的是他沒有飯店在那，不然我應該會一路住下去～
同時這一二年她的會員升等方式也變得更容易了，我的銀卡就是突然就升到了。。。。自己都嚇一跳～想一想～加上我今年還有的SO Sofitel跟Mercure這幾間飯店的未來行程~似乎我升到金卡都有機會~呵呵~
最後~我要講的是~Accor Hotels的CCS有時真的很瞎~基本上就我之前電話聯繫過及這次申訴BPG的經驗來看，簡直就是＂無法溝通＂。。。。。千篇一律，永遠的複製貼上～然後繼續的鬼打牆跟轉圈圈回覆～反到是當地妳真的要去住宿的飯店才是真的能幫助你的，而且CCS能做的~實際上當地飯店幾乎也都能處理~同時也比較有彈性，就這樣啦～希望這篇文章分享能幫到有需要幫助的朋友囉～
See U。。。。。
-------------------------------
Updated on 22 August 2018
回頭看到這篇文章~才突然發現不要踩到雷這件事，好吧～今年2018年3月出差新加坡算是踩到雷了，出差因為地理環境位置我選的是Mercure Bugis，這間是掛上４星標準的飯店～
不過在這次入住了三個晚上的經驗後～我只能說～這間別選了～堪稱新加坡Accor Hotels系列的地雷飯店無誤，相關的說明我有另外發布在Tripadvisor.com上面如下:
https://www.tripadvisor.com.tw/Hotel_Review-g294265-d10391133-Reviews-Mercure_Singapore_Bugis-Singapore.html
只能講.....這間是地雷~要我下次去住~若還是想要注Bugis附近~我寧願回頭去住IBIS....
回頭看到這篇文章~才突然發現不要踩到雷這件事，好吧～今年2018年3月出差新加坡算是踩到雷了，出差因為地理環境位置我選的是Mercure Bugis，這間是掛上４星標準的飯店～
不過在這次入住了三個晚上的經驗後～我只能說～這間別選了～堪稱新加坡Accor Hotels系列的地雷飯店無誤，相關的說明我有另外發布在Tripadvisor.com上面如下:
https://www.tripadvisor.com.tw/Hotel_Review-g294265-d10391133-Reviews-Mercure_Singapore_Bugis-Singapore.html
只能講.....這間是地雷~要我下次去住~若還是想要注Bugis附近~我寧願回頭去住IBIS....
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