Can a hotel cancel a booking from Platinum member without offering alternatives?
Hello, I would like some guidance on this matter please. Please bear in mind I have access to Heartist rates (employee rates) as I work for an Accor partner company, and I am an ALL Platinum member. I had a booking with Novotel Sofia for the possible Eurovision dates next year, booked with Heartist rates and directly on their website, so attached to my Accor account. Today the hotel cancelled my booking stating “the booking was done through a very busy period when the servers were really loaded and they don’t have availability”. Yes, the hotel is fully booked, but if I try to book the same hotel for the same dates at this exact moment, it allows me to book as a perk of my Platinum benefits. Is there anything that can be done to reinstate the booking, get the hotel to offer an alternative booking, or at least get some points for the hassle? Everything is fully booked in Sofia for those dates and, tbh, that’s not what you’d expect a hotel chain to treat a “loyal” customer (even though Accor is on the lower end for customer service). Thank you in advance
Edit: if not clear, I of course emailed the hotel trying to negotiate the booking to be reinstated even at a higher rate but they have not (and probably won’t) replied. Emailed Accor Customer Service and they told to contact the hotel.