Originally Posted by
Nander
Thank you for the reply, pb9997! To be clear, the part paid with points was more like 75% of the full rate, but you are probably right in that I should have requested at least a full refund. I fully agree with you that while shiny and nice on the outside, the Mama Shelter Prague failed to deliver on the basic requirements of a hotel. Judging from the Tripadvisor reviews it seems like they have straightened out most of the teething issues by now (they also seem to have decreased the rates by quite a bit now, but that might also be that demand for hotels go down in winter in Prague).
Do you have any suggestions for how to proceed with this, given that neither Accor Customer Care nor the hotel seems to be willing to help?
Hi Nander, sorry to hear about your issues.
I posted this in another thread, but thought I would copy and paste it here, too.
You could try finding the email addresses or contact names for the CEO or COO of AccorHotels Europe, or that of a regional General Manager. I'm not entirely sure on how the Accor management structure works. Perhaps a Google search with Linked In might help. You can find the Executive Committee team
here, which does list the CEO of Europe. I could not find information for who might be COO. Accor upper management email addresses tend to be
[email protected]
In my experience with some issues that the hotels and/or Accor 'customer service' were very slow or unwilling to act, regional-level management have been very willing (so far) to act and resolve the issue promptly.