Wanted to shorten my trip by 1 day - through the app it was asking me to contact the hotel.

I emailed the hotel 5 days before arrival - no response. Chased the day before and they said they couldn’t make the change and I should try contacting Accor CS.

I did so and Accor CS stated
“As we are unable to answer your request concerning booking modification, we have forwarded it to the hotel who will take charge of your file and return to you as soon as possible.”

At checkin the staff told me it’s not even letting them change the dates manually - they need a code to be able to do so.

As the hotel passed me to CS and CS to the hotel, I emailed Member Services (I’m ALL Gold). They said Accor ALL is a distinct programme and “We kindly request that you contact Accor ALL customer care for further assistance”.

Anywhere I can escalate this as I seem to be getting nowhere!