Le Club AccorHotels Pullman Khao Lak Reflagging Mess: Now All Reservations Canceled (Hotel Closed For Renovations)

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A LoyaltyLobby reader sent me a question that they are having with the Pullman Khao Lak after the reflag to a local brand. I have covered the issues with this reflagging on my previous posts here, here, here and here.

Pullman Khao Lak

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Here’s the email from the reader:

Hi we had booked an 8 stay through the Accor site in August 2016. In December we heard first on your site this was no longer to be affiliated with Accor and a subsequent email from them confirmed stating the resort would still honour bookings.

We confirmed this with the resort and now 2 weeks out from our holiday we have received an email cancelling our entire booking. No offer of suggestions or other arrangements just they have decided to renovate to become a Robinson brand.

I can’t believe Accor even accepted our booking and now we are stranded. Everything is some much more expensive this close and we have no offer of assistance.

It is really unfortunate that it is usually the guest that is left holding the bag when it comes to hotels leaving the chain and being reflagged or entirely closed. Most of the time the fact that hotel is leaving the chain is not revealed until couple of weeks prior at most or sometimes when the actual switchover happens.

Usually paid reservations are honored while the case with award reservations is fifty fifty between being honored or told go pounding the sand (pardon my language). The situation here is more difficult because the hotel is closed for the slow season for repairs and the guest is told that their reservation is canceled.

The reader should contact Accor with whom they originally did the reservation with and try to work out a solution to be accommodated at another of their properties in Thailand at a similar quality level and rate.

Conclusion

Don’t get me started about these reflags where guests are usually the only party negatively affected. The problem is that most of the chains have adopted “asset light” strategy which means that they own very few if any of the properties that fly their flags.

When hotel owners are not satisfied with the performance, are required to do significant investments to keep up with the brand requirements or any other reason, they often just decide to change the brand or exit the chain entirely.

I hope that the reader here is able to find an acceptable solution with Accor. Luckily, it is not a high season in Thailand and thus it shouldn’t be that difficult to find reasonable priced accommodations.

There is really something wrong with this hotel that recently was branded under the Le Meridien and couple of years later became Pullman only to drop this affiliation as well. The owner of the property must be very impatient one.

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  • Poiuytr

    I REALLY appreciate this! This is the most useful article among all your posts. I was about to book today and hop on a flight to go. So all the whining I have to put up with Sebastian now paid off Hahaha. this resort is really as elegant as ritz. If ihg or Pullman or Hilton or Sheraton come to take it over it would be great!

  • drron

    We stayed here when it was Le Meridien.the problem was that this place opened just before the Boxing Day tsunami.There was a particularly strong sewerage odour in our initial room.A fellow we met in town did say this has been a major problem since reopening after the tsunami and that there were bother structural problems.My guess is the owner doesn’t want to spend the money to rectify the issues.It would be well known in hotel circles by now so doubt a major brand would be interested.

  • Lkjhhf

    I didn’t encounter any issues whether in deluxe room or ocean front villa. …. got the world’s most generous upgrade from Jan and Chris!

  • Chak

    I cannot really believe the “much more expensive” part. As it is low season I can get very reasonably priced five star rooms even for a stay starting within two weeks. have they even checked?

    While I agree that it is very inconvenient to get the room cancelled on such a short notice, they are still lucky that it happened in Thailand in june.

    • Could be that the reader made the reservation during one of the super sales and got a steal.