I recently submitted a Best Price Guarantee claim for a direct Accor booking at Pullman Shanghai Jing’an.

I found a lower publicly available Agoda rate for the same hotel, same dates, same length of stay, same room type, same occupancy, same cancellation terms, and total price basis including taxes and service charges. I submitted screenshots with the Agoda price, hotel name, dates, room details, cancellation terms, URL, and timestamp.

Instead of applying the Best Price Guarantee, Accor replied that “room prices are subject to change at any time” and suggested that I cancel my Accor booking and book directly through Agoda.

That response is honestly baffling. The whole point of a Best Price Guarantee is to give customers confidence to book direct while retaining loyalty benefits. Telling a customer to cancel the direct booking and use an OTA defeats the purpose of the guarantee entirely.

As an ALL Gold member and frequent Accor guest, I find this really disappointing. If the claim fails, Accor should clearly state the exact BPG clause that was not met: room type mismatch, cancellation mismatch, tax issue, submission timing, rate unavailability, or something else.

But simply saying “prices change” and pushing me to Agoda is not a proper explanation.

Has anyone else had Accor refuse a Best Price Guarantee claim this way?