A LoyaltyLobby reader sent us a message on Facebook regarding Sofitel Singapore City Center hotel where they had booked a suite that is not going to be ready for the stay this weekend.
You can access Sofitel Singapore City Center’s website here.
I am helping a friend check in this. He has a booking for a suite at the Sofitel Singapore city center. The hotel just wrote to him that the suite will not be ready this weekend and offered 2 adjoining rooms as compensations. I was looking for accor’s walk policy but I cannot find it. Can you offer me your expert advice on this?
Here’s what Sofitel Singapore City Center is promoting on their website:
There is no note that the suite wouldn’t be ready.
Two adjoining rooms are not same as a suite especially of someone was planning to use the living room to lounge (not sure what type of suites they have).
This would not be a walk situation but rather a downgrade. The hotel doesn’t have the booked (and paid in case of prepaid reservation) room type available.
The choices are:
1. Accept a downgrade and negotiate reduced rate
2. Cancel the reservation and move somewhere else
Two adjoining room is useless if the other room is not set up as a living room and it is not needed for someone to sleep.
You could negotiate downgrade compensation in terms of reducing the rate plus Le Club AccorHotels points.
It is always a gamble to book a stay at newly opened hotels and especially with Accor that is known for not having strong customer service culture. Le Club AccorHotels customer service might give few thousand points if pushed in a situation such as this.
If having a suite is important, I would cancel the reservation and rebook the stay somewhere else.