This week’s Compensation Clinic comes from a previous reader’s question (read more here) about a pool closure at Tribe Hotel in Bangkok due to a private event.
Remember that you can email us, send a message via Facebook, or use Twitter to include photos too. We’ll try to cover Compensation Clinic cases here regularly.
You can access Tribe Bangkok’s Accor page here.
READ MORE: Accor ALL Rate & Bonus Points Offers
Reader Question In December:
Have another question, would like to know your view if I am reasonably unhappy with hotel. I have Diamond status with Accor (staying maybe 30-40 nights a year, primarily in high end of their brands).
Arrived at booked hotel (Tribe Bangkok) around 3.30pm (indicated arrival time of 2pm) and check in time was 2pm. Was told room is not ready and told to come back in 1-2 hours. Explained that it does not work for us as we have evening plans that require us to get ready. Discussion for a while and they say they will hurry up and ask us to wait in lobby. I decline and ask for calmer environment (was a bit like a zoo). They ask us to wait in restaurant and have something to drink, after another discussion it is agreed that we do not have to pay for water/soda/coffee (initially they wanted us to pay). Room was ready 4.45pm so 2h45min after official check in time and as Diamond one should even if available get early check in. That was issue number 1.
Second issue was no status recognition, fine as we booked highest possible room already and welcome drinks should appear in app. Realised that no welcome drink vouchers in app, again have to discuss with front desk as they claim they are handed out when checking in. After a while they agree they could have made a mistake as they brought the key to the restaurant.
Third issue, we booked a property with pool (as we this time is travelling with a 10 year old child). Notice on the wall of the floor of the pool states it is closed for private event 27th and 30th of Dec between 11.30 am – 8pm. I asked what options they provide as alternatives and they said to use it after 8pm is still fine. This is not at all acceptable as pool was a key requirement for us when booking and from discussion with staff it appears they rent out pool for parties as and when someone asks for it.
I asked for suitable compensation but the hotel view is that they have done nothing wrong. Hotel is fairly affordable at around 8k THB per night (we are staying for 5 nights) for the 2 bedroom rooms. I have suggested equal to 1 nights rate in Accor points. Is that reasonable in your view?
I think it is but maybe my expectations are wrong as I never stayed at Tribe (have stayed mostly at Sofitel, Banyan Tree, Fairmont, Mgallery, Swissotel and Mövenpick) but have tried some of the other more boutique brands of Accor (Homm, Mama Shelter) and service has not been this bad.
Here’s My Take:
I have not stayed at this Tribe Accor brand yet, but it appears to be a lower-tier boutique hotel intended for guests who don’t care much about hotel facilities.
1. Delayed Check-in
The hotel was not able to accommodate guests at the check-in time. They should have offered guests a temporary room to change clothes and refresh, then moved their stuff to the correct room when it was ready.
2. Pool Closed Due to Private Event
We have noted this issue in several other pieces about Bangkok. These hotel pools are sometimes rented for outside party organizers, which may turn them into rather racy events.
Hotel guests who have paid for all the facilities are then denied their use.
I would say that these two are the main issues, and the mix-up with the welcome drinks is something that can happen.
Considering that paying guests are denied using the pool for two days, I would say that issuing compensation points enough for two nights would be the appropriate solution.
Update From The Reader:
Update: I have had a conversation via email with the hotel manager (asked multiple times while staying to speak to him and was promised he would contact me, never happened) and he has shown no interest in offering any compensation.
Basically he appears to have the view that the hotel can rent out pool and if they apologise for the inconvenience it is sufficient. I will see if I can further escalate it but my experience from Accor customer service is poor.
And:
Short update, hotel reconsidered and are now offering compensation of 12k points per day the pool was unavailable.
And:
So points posted this weekend. Happy with outcome but still believe they should have managed it better when I was there (and actually not at all rent out the pool)
So, the reader received 24,000 Accor ALL points worth 480 euros toward a future paid reservation. They can also transfer these to one of the airline partners.
Sebastian recently wrote a piece about buying day pool passes:
Buying Hotel Swimming Pool Day Passes Online (Global Portfolio)
Conclusion
I hate when hotels rent out facilities that paying guests should have access to during their stay without providing alternatives or compensation.
Why does the GM of this hotel in Bangkok not make themselves available to hear guest feedback during their stay? This doesn’t bode well for the person in question or the longer-term success of this hotel.
I am glad, however, that the reader received adequate compensation for their troubles. If all guests did the same, I doubt that these facilities would continue to be rented out.
