I could not have said it any better than gilbertaue. It is a sign of failure asking customers, loyal ones at that, to go here and there and again and again explain complaints. Someone at Accor needs to take ownership of these complaints.

I have the feeling that Accor have so many balls in the air at the moment (partner hotels, onefinestay, new partners such as Rixos, Banyan Tree, 25hhotels etc etc, not to mention FRHI) that they have completely lost sight of what they really are or should be and what customers expect: a decent hotel provider that cares. No amount of "feel welcome' PR can make up for the fact that these examples (and we all have plenty of them) show (all too often in my view) we are not made feel welcome. Unfortunately it only takes some properties and some staff to ruin the entire experience.