Accor Hotels Customer Service Issues

I made a reservation for Feb. 8, [redacted] at the Novotel Sukhumvit in Bangkok through Booking.com. Unfortunately, my airline changed its schedules, and I had to reschedule my stay to Feb 9. Booking.com mentioned that I would have to forfeit the first night's rate due to no cancellation policy. I believe this to be unfair as I am still using a night, causing no loss to the hotel. My Amex has already charged the fee. I reached out to Accor, and a representative said they would investigate but never followed up. As a travel writer who has written about Bangkok, you can find my work by searching for "Mike Quane, NY Daily News."

I had a reservation at The Sofitel Gatwick from September 13th to 15th, [redacted]. Unfortunately, I am unable to go on my holiday due to sudden illness. I contacted The Sofitel Gatwick to explain my situation. Since I had booked a pre-paid rate, they are unable to provide a refund for the cancellation, which I accept. They kindly offered to change the dates of my stay to another time. However, as I no longer have a flight to catch from the airport, I inquired if I can not only change the dates but also switch to a different hotel within the Accor group. I was informed that I could only rebook at The Sofitel Gatwick. I am planning to reach out to Accor to explore any possible solutions to this situation.

I would appreciate it if you could review this matter. Thank you. ----- Forwarded Message ----- From: Keith Burke <[redacted]> To: [redacted] <[redacted]> Sent: Thursday, March 19, [redacted], 7:41:26 PM GMT Subject: Re: Cancellation of your reservation: ibis budget Beaune No. JCJDDQWL May I kindly request your guidance on this issue. Best regards Keith Burke On Sunday, March 15, [redacted], 9:53:48 PM GMT, Keith Burke <[redacted]> wrote: Dear Sir, I have recently cancelled two reservations made under the name of BURKE at your hotel for April 12, [redacted]. The reservation numbers are: JCJDDPVH, JCJDDQWL. The bookings were canceled because our trip to France for skiing has been affected by the Coronavirus outbreak. I was disappointed to learn that your company does not provide refunds for such cancellations. After speaking with customer services, I was advised to reach out to you directly to organize either: A full refund A change of dates Considering the severity of the current global situation and the measures taken by the French government regarding the closure of non-essential businesses (ski resorts), I would kindly request a full refund. Warm regards Keith Burke.

My stay at Suzhou Tai Lake Novotel was extremely disappointing. 1. Firstly, the showering facilities in the spa area were inadequate, and the changing rooms had a strong unpleasant odor. 2. I waited for 35 minutes in the restaurant for two bowls of noodles, without receiving any water refills from the staff. 3. Upon returning to the hotel after a day trip on 8/6, I discovered my contact lens container missing. Despite contacting the front desk, the response was delayed and unapologetic. 4. During check-out, they refused to refund my [redacted] yuan deposit, citing a stained sheet. The negotiation over this issue with manager Alex Qi was unfruitful and frustrating. My experience at Suzhou Tai Lake Novotel was unsatisfactory. I urge them to address these issues promptly.

I am Asuncion Pacaldo, and my Accor membership card # [redacted] [redacted]86 is expiring this February under the extended term of 6 months. Due to the pandemic, I couldn't utilize my two free nights, particularly at my preferred hotel, Sofitel in the Philippines, as it is being used as a quarantine facility. I discovered that the only booking option available at Joy Nostalg through Accor is on Feb 26 and 27. However, I am unable to use my free nights on consecutive dates, resulting in one free night being forfeited. I am inquiring whether it's possible to make a reservation for two successive nights on the 25th and 26th. I hope for your understanding given the current restrictions caused by the pandemic. Thank you.

Hello, my name is Tara, and I am a British citizen currently in Egypt with my British/Egyptian son and Egyptian husband. Recently, we discovered that the Mercure Le Spinz in Giza has closed down as of July 1, [redacted]. Unfortunately, my husband had outstanding payments that he was settling with the manager, Mr. Rafet Mahmoud, to retrieve our belongings, which include my son's British passport and my laptop. With the hotel's closure, we seem to have lost the money paid and our possessions. I urgently need my son's British passport to return to England. I am seeking guidance on how we can settle the remaining balance to recover our belongings. Any assistance would be greatly appreciated. Thank you for your help.

Subject: Complaint Regarding Stay at Ibis Styles NEC Birmingham Dear Sir/Madam, I am writing to express my dissatisfaction with the condition of room [redacted] at Ibis Styles NEC Birmingham during my stay on the night of 7/8th October. Despite being a 3* hotel near the NEC, I found room [redacted] to be subpar due to various issues: - The room felt worn-out and shabby. - Doors were scratched and poorly painted. - The window lacked a handle, preventing it from opening. - There was a hole in the sheet. - The bed was uncomfortable, with a lumpy mattress overdue for replacement. - I discovered a pill in the bed from a previous guest. I have photographic evidence of these issues. The room cost [redacted].00 pounds, which was triple the usual rate cited on an external advertisement. This discrepancy and the poor condition of the room prompt me to request a refund. I believe the hotel failed to meet the expected cleanliness and quality standards. As such, I am entitled to compensation under the Supply of Goods and Services Act [redacted]/Consumer Rights Act [redacted]. Please acknowledge this complaint within 14 days. I anticipate a swift resolution. Yours faithfully, Caroline L. Reservation/Booking Reference: [redacted] Hotel: Ibis Styles NEC Birmingham

I am expressing my dissatisfaction with the expiration of my points. I am a senior citizen over 70 years old with a heart condition who had to cancel my reservation at the Chateau Frontenac due to COVID concerns earlier this year. Despite the offer to retain my points if I book before January 15, [redacted], during the peak of the Omicron wave, after being a loyal customer of CP Hotels, Fairmont Hotels, and now Accor Hotels for over 45 years, the policy of expiring points concerns me. Given the current circumstances, I believe this policy reflects poorly on your brand.

In regards to two situations: 1. I stayed at Fairmont Montebello in [redacted] to advance to Platinum status for [redacted]. I participated in the "Double your Status Points and Nights in [redacted]" promotion to reach the next status level. Unfortunately, my stay was credited to [redacted], and I kindly request this be corrected to the correct year. I am a loyal Fairmont member and wish to continue my loyalty. 2. I used points to book at Fairmont Chateau Laurier in Ottawa, but had to cancel due to covid. While I received a refund, the [redacted] points used for the booking were not returned to my account. The reservation number was KVZSFKMM. Thank you, A. Robinson

Hello, I am Stuart Walker. I had a booking at IBIS STYLES VARESE in Italy for a wedding, but it was canceled due to Covid restrictions. The hotel agreed to hold a credit for me until June [redacted], as confirmed in their last email to me. Recently, I discovered that the hotel is closed without any prior notice. I have tried reaching out to Customer Care via phone numerous times but have had no success. The booking was for €[redacted].24 paid by MasterCard on 28 Jan [redacted]. I would appreciate it if someone could contact me via email or phone at home 01[redacted]60 or mobile 07[redacted]03 to discuss using the credit or obtaining a refund. Thank you. Stuart Walker.

Reservation: LFCDLLCP CC also to: [redacted] Hello iBis Hotel Manager, This is my second attempt to address an issue I encountered while using the Accor website. I recently became a member of Accor and realized I may not have fully understood how to navigate the website. I believed I was reserving a room at Hotel ibis Styles Amsterdam Central Station, but I was redirected to another Accor hotel located on Stadhouderskade 13 in Amsterdam instead. Kindly cancel the reservation made for the Stadhouderskade 13 location as my intention was to book a room at Hotel ibis Styles Amsterdam Central Station. This reservation was our first, and we plan to book additional rooms at your ibis hotels in Berlin Mitte and Köln Centrum. However, due to this website error, I am hesitant to proceed with further bookings and worry about Accor's commitment to customer satisfaction. Please respond promptly as we are finalizing our booking dates. Thank you for addressing this matter promptly. Dr. Thomas P.

I booked a double room with a view at Mercure Roma Centro Termini for March 26 to 27, [redacted]. Unfortunately, the room was extremely dark with a small window facing a dark wall, causing distress to my wife who has claustrophobia. Despite the non-refundable reservation, I could not stay in such conditions and left. I have requested a refund of [redacted] Euros twice, but the hotel has declined. As a longtime member of A Club (Membership # [redacted][redacted] 2), I believe I am entitled to a full refund due to the hotel not meeting the advertised room conditions. Thank you, Isaac H. +[redacted]22 [redacted]

I have two reservations booked for the 11th and 12th of November at the Parkway Hotel in Leeds. My original booking in February was cancelled because the hotel was closed until late April. Now, I have discovered that the hotel is closed until June. I need to know if the hotel is really going to reopen as I have a commitment in November and need a hotel booking. My reservation numbers are LJGLDCTR and LGGLFMGW. Many thanks - Frederick Blanchard.

Dear Accor Mercure Hotels, I am contacting you regarding my recent disappointing experience at Clear Mountain Lodge in Brisbane. Despite the stunning location and views, I was disappointed with the overall quality of the hotel. The cleanliness and maintenance of the property did not meet the standards I would expect from a 4-5 star establishment. The staff seemed unhelpful and lethargic. Upon arrival, we were greeted with a less than pristine lobby, and our requests for a luggage trolley were met with subpar service. Our room, although nicely decorated, was not properly cleaned and showed signs of mold and dirt. The restaurant's window sills were dirty and moldy, making dining uncomfortable. The exterior of the building also displayed disrepair. Overall, I do not believe this property meets your usual standards, and I would hesitate to stay there again, especially considering the rate of $[redacted] per night for a "Privileged" room. Sincerely, Amanda

I made a reservation for two rooms at IBIS Hotel Les Falaises in Oran, Algeria, a month ago and received a confirmation for the booking from June 21st to August 10th. Upon arrival, the reception informed us that the hotel needed the rooms for the Mediterranean Games event and demanded either cancellation or a doubled price, which we find illegal. We have involved the embassy and other relevant parties in addressing this issue. Kindly reach out to IBIS Hotel in Oran to address this situation promptly before further action is taken. Thank you for your assistance. I can provide all correspondence if needed. Best regards, Michele Magnifichi M-Three Satcom Milan, Italy

Dear Customer Service Manager, I am seeking clarity regarding my Club AccorHotels membership benefits and would be grateful for your assistance resolving my concerns. While I am unsure if you are the appropriate point of contact for my inquiry, I have been unable to locate another AccorHotels email address for direct communication. Despite my attempts to address my issue through the Customer Support Area on the official AccorHotels website, I have found it challenging to pose specific questions there, limiting my ability to seek resolution to my particular queries. Over time, I have encountered situations when booking with AccorHotels where I have been unable to secure a room through the official website, yet alternative booking platforms like booking.es, tripadvisor.com, or trivago.com offer availability at the same property. Regrettably, booking through these channels precludes me from accessing my Club AccorHotels member discounts, resulting in higher costs. I am interested in understanding why I am unable to apply my membership benefits when booking on other platforms for an AccorHotels property and why these reservations do not accrue loyalty points. Would it be possible to rectify this by directly contacting the property and identifying myself as a Club AccorHotels member? If you are not the appropriate contact for this matter, I kindly request guidance on how to address these concerns accordingly.

During my recent stay at your hotel, I encountered an issue with two Indian men who I believe are in management at the front desk. One man was slightly darker in complexion than the other. I faced difficulties with changing the length of my stay, and encountered problems with misunderstood check-out dates and deposit reimbursements. The dark complexioned man refused to give me the correct change despite my requests. This situation has left a negative impression on myself and my friends, and we have decided not to return to the property due to the issues we experienced with these individuals.

I have reserved a suite room at Novotel in Candolim, Goa from October 13th to October 17th, [redacted], with a pool-facing view including taxes. However, the hotel staff contacted me via WhatsApp, asking for an additional payment of ₹44,[redacted] due to a voucher issue. I expressed my concerns about the situation and declined to make the extra payment until the existing issue is resolved and refunded. The receptionist's behavior was disrespectful, using inappropriate language when I mentioned contacting customer care. I request assistance in addressing this matter, ensuring a refund if necessary and rebooking the room for the same dates. Thank you for your attention and prompt action to rectify this situation and address the inappropriate behavior exhibited by your staff.

I have been advised by my lawyer to contact you directly and outline my concerns in writing. During my 42-NIGHT stay at your hotel ibis from 08/07/[redacted], I encountered numerous issues that made my accommodation unsatisfactory. Problems included a faulty air conditioner, pest control issues, a broken door lock, lack of bathroom amenities, cleanliness problems, and rude treatment by staff. Despite being a Gold status holder, I felt undervalued as a long-term guest. I had to find alternative accommodation last minute after my reservation was abruptly cancelled. I believe these issues constitute a breach of contract under the Consumer Rights Act, and I am seeking a full refund for my stay and compensation for the inconvenience and distress caused. I expect a prompt response within 7 days, or further legal action will be pursued. Thank you, A Spaarkle

I would like to confirm my reservation at Mercure Hurghada Hotel with the reference number No.MQQDDPGK. I have some concerns about the room assigned to me: 1. The air conditioning is not working, which should have been checked before assigning the room to ensure the comfort and health of guests, especially elderly guests. 2. The reservation was supposed to be for a room with a pool view as indicated in the confirmation form, but the room I received does not have a pool view. 3. The noise level is excessively high since the room is located on the ground floor, despite my request for a room on a higher floor, like the 3rd floor. 4. This room appears to be the lowest quality option available for my reservation. I kindly request immediate assistance to address these issues. If necessary, I would like to escalate this matter to the management in Egypt for a prompt room change.