Originally Posted by
Goldorak
but I’d like ro remind some of the posters here that bugs and teething problems always happen at such a stage of launching a new program and App. This thread has been created to report bugs to Accor for quick fix and obtain a better experience very soon. So maybe flaming attitudes could be put apart for the moment
?
I'm assuming part of that is aimed at my comments above. I was always cynical this rebrand was more about a line on a resume for an exec rather than any real improvements for me as a customer ... that just meant they had to get it right. As a customer I'm also extremely dissapointed that the message from Accor has basically been we don't care about making you feel welcome anymore - which is what I was looking for in a hotel company and why I was loyal to start with. It was another reason they had to deliver 100% first time on this one though given their interesting choice of messaging. Maybe I'm not there type of customer anymore and just need to move on. As far as the desktop experience goes (I don't really use the apps and have little desire to), I've gone backwards in terms of a usable website. That is not a good outcome.
As I've never booked a hotel with the app but have it, I opened it and had a look. Front screen looks good, certainly much better than the front page of the website. The my account is still dull and bland, albeit passable for a mobile experience. So it's fine. Looking at the desktop it seems they've just done a 180 - before they tried to ram the desktop site into the app, now they've tried to ram the app into the desktop site. What works on a mobile ux isn't so great on a 34" monitor.
The simplest way to put it is the entire desktop based 'my account' ux could be considered a bug. I remember thinking when they launched the previous iteration before this "upgrade" that they'd landed on something that was simple yet quite warm, visually stunning and very functional - at least compared to where it had been in the couple of years prior. Unfortunately all the very good incremental improvements that have been made over the last couple of years have just been thrown out and discarded to basically force a mobile app onto a desktop sized monitor. The complete lack of colour on desktop is also valid, hotel loyalty depends on making an emotional connection - it's quite difficult to do that when limited to a color pallete of black, grey and white.
At the very least they could put back the little dashboard that visually shows you your nights and points toward the next status level rather than that information just being presented as an unappealing chunk of text separated | by | pipe | delimiters.