Had an extremely unpleasant experience in Grand Mercure Bangalore
I stayed there for a month continuously. I had around 7500 ALL points from my previous stays.
I had a good amount of consumption from the Minibar. I contacted the reception at least 3-4 times to confirm if I am allowed to burn reward points for Minibar consumption. They responded positively every time.
On the day of checkout they presented me some 10k INR (~$100). When I asked them to use my ALL points for that, they refused. I told them that I got confirmation from your own receptionist and they said what’s the name of that person who told me that. Obviously it felt very unprofessional, obviously I wouldn’t know the name of the receptionist with whom I talked to over the call. I asked them to present call records, to which they refused.
I don’t mind paying $100 if it was stated clearly upfront. At last I agreed to pay, but threatened of legal action. At this point they burned those points.
After checkout, I wrote an email to the Accor India Head and they started apologising. Someone called me and offered 20k ALL points as a token of apology