Jun 2 2009
How NOT to manage a customer relationship
For the past eight years, I’ve paid for membership in Accor Hotel’s Advantage Plus loyalty scheme. For a little under three hundred bucks a year I’m entitled to:
- Up to 50% discount when dining in participating hotels and restaurants
- One night’s complimentary accommodation that can be used at participating hotels across Asia Pacific
- Exclusive Member’s Only special offers and a minimum 10% discount off the best rate of the day available to the general public for accommodation
- Automatic enrolment in “A Club” at silver level so you can earn 50% more points
- Earn and redeem points at more than 2,000 Accor hotels worldwide
- Priority access and special offers for major tours, attractions and events plus Europcar
- Dedicated member’s website and call centre.
(taken from their web site)
In general, I’ve been happy with this. I’ve travelled away from home often enough each year to justify the cost. I’ve enjoyed the convenience of just calling the booking service to get a room reserved handy.
But (there always seems to be a ‘but’ doesn’t there?)…
