LoyaltyLobby
  • News
  • Hotel Promos
    • Accor
    • Best Western
    • Radisson Rewards
    • Choice
    • Fairmont
    • Hilton
    • World of Hyatt
    • IHG Rewards
    • Marriott
    • Ritz-Carlton
    • Starwood
    • Wyndham Rewards
  • Reviews
  • Contact Us
  • Blog View
  •  
LoyaltyLobby
  • News
  • Hotel Promos
    • Accor
    • Best Western
    • Radisson Rewards
    • Choice
    • Fairmont
    • Hilton
    • World of Hyatt
    • IHG Rewards
    • Marriott
    • Ritz-Carlton
    • Starwood
    • Wyndham Rewards
  • Reviews
  • Contact Us
  • Blog View
  •  
LoyaltyLobby
No Result
View All Result
ADVERTISEMENT

Compensation Clinic: Novotel Barcelona City

by John Ollila
June 20, 2021
Reading Time: 4 mins read
12

This week the Compensation Clinic pays a visit to an Accor-affiliated hotel in Barcelona where one of our readers had an unsatisfactory stay.

Remember that you can always reach us by email, Facebook, Twitter, or Instagram, including photos. We’ll try to cover a Compensation Clinic case here regularly.

You can access Novotel Barcelona City here.

ADVERTISEMENT

READ MORE: Accor ALL Rate & Bonus Points And Miles Promotions

Here’s the email from the reader:

I would like to share with you my bad experience at Novotel Barcelona City. Almost everything there went wrong – staff approach, communication with clients, service in the restaurant and handling of the complaint.

Apart from trying to solve issues on the spot I sent a complaint after a stay to GM (shown at the end of this message) and in the after stay questionnaire. Then I sent a reminder to GM without any reply.

So I opened the case with All Accor support. Finally I received a response that you can see below. The response answers complaint partially and provides requested compensation of 3000 points worth 60 EUR on a 2 night stay for which I paid 123 EUR.

But what really impressed me was excellent approach of All Accor staff. Response from the hotel shows all correspondence between the hotel and All Accor (not really professional for the hotel to send to the client).

Clearly Novotel Barcelona City wanted to ignore the claim. All Accor team was very persistent. They sent 5 e-mail and made a phone call to the hotel. I consider this exceptional.

Here’s the response from the Novotel Barcelona City Guest Experience Manager Barbara Carazo:

Good morning from Novotel Barcelona City,

First of all we regret the delay in our response. We have read carefully your complaint sent not only to Customer Care but also sent to our Manager, and we are really sorry that we didn’t sent you an answer on time.

We have had some meetings with our team in order to know and fix several details informed by you. Our main goal is to provide the customer a pleasant experience and offer them a pleasant stay. Is for that reason that We are so sorry that you didn’t enjoy your experience at our Novotel Barcelona City.

We upgrade you due your All Status. Maybe we did not explain well to you but the reason for the upgrade was his status and not that the Suite rooms were near the elevator. In fact the Suite rooms are at the end of the left corridor (short corridor) after exiting the elevator. We could have offered another room closer to the elevator, but it would not have been a suite room.

Normally the pool is open in summer, and we inform in our site. Also it is an external pool, as photos we have in Accor site.

Your stay, Mr. REMOVED was at the beginning of April, when it was still cold, and the pool was closed to use it. Also we had government regulation and pool must be closed in that period due Covid situation.

We have had a meeting with FB department in order to know what happened during the dinner. It is true that due the actual situation we had some staff not-working, and normally all the staff speak more than one foreign language. We are sorry for the inconveniences caused during dinner time.

We hope, Mr. REMOVED, you can excuse us for not being live up to his expectations, we will take into consideration all your comments, and the next time, for sure we will improve our service.

We hope to have the opportunity to welcome again you and bring you a nice and wonderful stay with us.

We are really sorry for all the inconveniences caused and we have charged in your account 3000 courtesy points.

With my best regards, and hoping to welcome you again in our hotel I wish you a happy nice day,

Accor sent THREE emails for the property to reply to the reader’s concerns:

Hello Novotel Barcelona City Team,

I am coming back to you about the folder 03878928 regarding Mr. REMOVED PMID: 00589914 concerning his complaint and demand for courtesy points.

Following our call to the front desk with Vitoria regarding, it appears that we have not received yet an answer from your not to mention our several reminder emails. We would be grateful if you could send us an update regarding this matter as soon as possible before we escalate this matter to the higher level.

Thank you in advance for your cooperation.

Above was the last one before they responded.

Conclusion

I am surprised that Accor followed up the reader’s concerns with THREE emails to the property and “threatened” to escalate the issue unless it was resolved. I was not aware that they process these then instead of storing them in the x-files.

I am glad that the reader was resolved with the property that was acceptable to his party.

Previous Post

Wow – Cathay Pacific’s “The Wing” First Class Lounge Joins Priority Pass Effective June 21, 2021

Next Post

Airfare of the Day [Business Class] TURKISH AIRLINES Hong Kong to Barcelona from $1,717

Related Articles

Accor ALL BahnBonus Double Points August 29 – October 9, 2022

Accor ALL BahnBonus Double Points August 29 – October 9, 2022

John Ollila
August 19, 2022

Accor has launched a new bonus opportunity for BahnBonus member stays between August 29 – October 9, 2022. BahnBonus members...

Accor ALL Greater China Triple Points August 15 – October 10, 2022

Accor ALL Greater China Triple Points August 15 – October 10, 2022

John Ollila
August 17, 2022

Accor has launched a new offer for member stays in Greater China (Mainland, Hong Kong, Macao & Taiwan) between August...

Swissotel

Accor ALL 500 Bonus Points Per Stay In Europe Through October 15, 2022

John Ollila
August 16, 2022
1

Accor has launched a new bonus opportunity for stays at select eco-friendly hotels, mainly in Europe, between August 15 –...

Upgrade Your Travel IQ

Make the most of your travel with our free and daily newsletter with the latest hotel and airline news and promotions.

We do not sell or share email addresses.

ADVERTISEMENT

Trending

Hilton Honors Double Your Stay Promotion For Stays September 6 – December 31, 2022
Hilton Honors

Hilton Honors Double Your Stay Promotion For Stays September 6 – December 31, 2022

August 17, 2022
Hilton Go Employee And Friends & Family Rate Plans
Hilton Honors

Hilton Go Employee And Friends & Family Rate Plans

July 25, 2021
World Of Hyatt “Healthcare Heroes” 30% To 50% Off Rate Plan For Stays Through June 30, 2021
Hyatt - World of Hyatt

Hyatt “Healthcare Heroes” 30% To 50% Off Rate For Stays Through December 31, 2022

June 11, 2022
Traveling To Europe? You Might Want To Buy Some Air Tags For Your Luggage!
Airports

Traveling To Europe? You Might Want To Buy Some Air Tags For Your Luggage!

August 18, 2022
Marriott Bonvoy Bonus Points & Rates Update April 2021
Marriott Bonvoy

Marriott Bonvoy Targeted Bonus Offers Through October 31, 2022 (Post Yours!)

August 18, 2022

Top Categories

  • IHG Rewards Club
  • Marriott Bonvoy
  • Hilton Honors
  • Accor ALL
  • Airfare Of The Day
  • Starwood Preferred Guest (SPG)
  • Hyatt – World of Hyatt
  • American Airlines – AAdvantage
  • Travel News
  • United Airlines – Mileage Plus
ADVERTISEMENT

All Categories

In Case You Missed It

IHG American Express 15% Off For Stays In Southeast Asia + Korea Through December 30, 2022

IHG American Express 15% Off For Stays In Southeast Asia + Korea Through December 30, 2022

August 15, 2022
White House: No Covid-19 Vaccine Passports Required For Travel, General Activities In The U.S.

CDC Update: Could The U.S. Soon Drop Their Mandatory Vaccination Policy For Incoming Travelers?

August 14, 2022
Airfare of the Day [Premium Economy] SAS SCANDINAVIAN AIRLINES Chicago to Dublin from $470

Airfare of the Day [Premium Economy] SAS SCANDINAVIAN AIRLINES Chicago to Dublin from $470

August 18, 2022
Accor ALL Cambodia, Laos, Myanmar, Thailand & Vietnam 35% Off Through December 31, 2021

Accor ALL Asia 20% Off Asia Offer For Stays Through December 31, 2022 (Book By November 5)

August 14, 2022
Airfare of the Day [Business Class] STAR ALLIANCE New York to Cairo from $2,211

Airfare of the Day [Business Class] STAR ALLIANCE New York to Cairo from $2,211

August 13, 2022
ADVERTISEMENT

Since 2011, we have been helping millions of visitors like you untangle travel loyalty programs for free upgrades, flights and hotel nights.

Facebook Twitter Youtube Instagram

Site Navigation

  • About LoyaltyLobby
  • News
  • Reviews
  • Airfares
  • Contact Us

Hotel Promotions

  • Accor
  • Hilton
  • IHG Rewards
  • Marriott
  • World of Hyatt

Sign Up For Our Newsletter

Our free daily newsletter sends you the latest information on hotel and airline programs.

We do not share or sell email addresses.

Site & Contents ©2011-2022 LoyaltyLobby.com
Terms of Use & Privacy Policy

  • News
  • Hotel Promotions
    • Accor
    • Best Western
    • Choice
    • Fairmont
    • Hilton
    • IHG Rewards
    • Marriott
    • Radisson Rewards
    • Ritz-Carlton
    • Starwood
    • World of Hyatt
    • Wyndham Rewards
  • Reviews
  • Contact Us
  • Blog View
No Result
View All Result

© 2011–2021 LoyaltyLobby.com - Site & Contents