Hello ZenWorld,
Thank you for your message.
I sincerely regret to hear that you were not treated appropriately by the staff. Please know that Le Club Accorhotels' customers are very important to the group, and I will most certainly relay this feedback to the direction in order to avoid future inconvenience as this one.
If you have any further questions or comments, please do not hesitate to come back and share them on the forum.
Thank you for your loyalty.
Take care,
Chris
Originally Posted by
ZenWorld
I am starting to feel sad that Accor does not recognise their Plats their Novotels, which is a very good class hotel I think.
I had some stays in a particular Novotel recently, while I must say the Hotel property is good, the front desk attitude is poor. I had requested for a check-out to be at 2pm, and while Plats at other Hotel Chains will have no problems whatsoever at such a time, the front desk does not recognise Accor Plats, and in all my stays here, they kept repeating "the hotel is full" to even turn down any form of requests, including my requests for a 2pm check-out. (they always want you to leave by 12 noon sharp. It has happened in my past few stays.) I always have to beg hard to get to leave at a "late" 2pm.
In my recent stay, I managed to beg for a late check-out of 2pm, and arrived at my room at 2:03pm, after being delayed at the lift by their own hotel staff who stop the lift from moving for a few minutes, just for one guest to enter the lift. And arriving at my room, i realised I could not access my room as the access card had expired.
I had to go back down to the front desk, and have to wait for a few minutes before the front desk agent could refresh my access card. That was already 2:10pm. I told the agent I am checking out now, but just give me till 2:30pm to make sure I do not leave anything behind. This agent replied, we have already given you till 2pm, and we will charge you 1/2 day's rate if you do not check-out by 2:20pm. (I had waited for more than an hour on my day of check-in, and I did not complain at all. I got to my room around 3pm then. And my delay to the room was caused by their own staff. Most good front desk agents will remind you to confirm if you did not leave anything behind. This agent here simply appears to be eager to charge you extra. To make it worse, her tone and body gesture was extremely rude.)
I gave up, and I just told the agent I will be back by 2:30pm to check out as I want to make sure I did not leave anything behind. I was back by 2:30pm, and the check-out was by the same agent, and the service attitude was simply curt.
I hope in the improvements, we will get more Plat recognition across the Accor Brands. By not needing to beg for a check-out at 2pm, I will be very happy.