I did send you a private message on 20th January but once again no response. Fortunately my issue was resolved albeit after 1 month. The whole difficult experience of contacting Accor isn't going to change though as they didn't really listen to or act upon my experience even though I spent considerable time providing the details. The bottom line is that in Hong Kong where English is one of the official languages I can call Mcdonald's and choose to speak to someone in English. Why can't I do that with Accor? My friends in SPG call a dedicated platinum concierge in English. This is the difference between Accor and other programmes.