A LoyaltyLobby reader sent us a message about a Platinum member breakfast scam that is happening at the Novotel Citygate hotel in Hong Kong.
You can access Novotel Hong Kong Citygate’s website here.
Here’s the message from the reader:
I had a pretty bad experience at Novotel HongKong CityGate in my recent stay. I am an Accor Platinum Member and stayed well over 60 nights last year. I was on a 12 hour layover and booked the hotel as all I needed was a good sleep and breakfast.
I noted that breakfast was included for Accor Platinum members in Asia Pacific Region. I received a welcome email a few days before arrival. It stated I have access to executive lounge but does not include breakfast.
Confused I queried and it got escalated to the reservation manager who reiterated that since the executive lounge does not serve breakfast, breakfast is not included for Accor Platinum. I was asked to book a higher category room next time.
I contacted the manager of the hotel and in his words “in the past we might have given our members too many benefits which were not as per requirement”. So if the breakfast is not served in the executive lounge, then no breakfast is included for Accor platinum. This is even though inclusive breakfast was advertised as a benefit for Accor Platinum. I believe your members should know.
Here’s the email that Accor sent out back in March (access the piece here):
You can access the Accor’s page to check which hotels have lounge and breakfast here.
Breakfast is the most profitable F&B item for the hotels. They just put out a buffet, charge a lot for it and usually roughly half of the guest end up paying for it.
Seems that Novotel Citygate is trying to preserve this revenue by not serving breakfast in their club lounge at all or substitute it for their lounge eligible guests in the restaurant.
The reader should open a complaint with Accor’s customer care and leave appropriate low star review on TripAdvisor with appropriate notes for the management to see the reason.
This is nothing but a scam from the hotel trying to circumvent the Platinum member breakfast benefit and it is uphill battle to get this straightened up with Accor’s “customer service”.
Readers who have been let down by this property should leave feedback on TripAdvisor and be very clear about the reason.
I have stayed at this hotel once during a transit in Hong Kong. I had lounge access but cannot remember the breakfast situation at the time (don’t always eat one).