[MENTION=216888]lingua101[/MENTION]: As a new A+ member, I already ran into this problem with responsibilities myself. I find processes ineffective, too.

And this gets me right back to the bigger picture: It's unbelievable that Accor can have such poor customer service, considering they're in the services industry. If it weren't for a decent number of nice properties in Asia plus a few near-monopolies in B/C locations in Europe, I would have said goodbye to Accor a long time ago.