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.
You can access Le Club AccorHotels here.
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.
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.