im here as well this weekend with my family, and in the same situation re room. Will see what happens.

Last time I stayed with one of my kids, they did allow me to have him in the lounge with me, although I had to promise that he would sit quietly and not make a fuss. Will be interesting to test that again on Saturday. They set a precedent last time. Otherwise, you’ll be fine to eat in the main restaurant.

Hi tris06

I’ll PM you.

I believe this is a very fair and good handling of your situation. I hope you feel the same

It’s taken me a few weeks to post this but I was wanting to make sure everything had settled before posting here.

I stayed here early Jan with my family (wife and 2 boys) and it was the worst stay at an Accor hotel I have ever had. So bad that I have actually raised this stay with Isabelle Birem, the VP fo Accor Loyalty, who is taking up my issues with the Asia leadership group.

This stay was at the end of a family holiday were we were mostly in Vietnam. In Vietnam, our boys were celebrated at the Pullman Saigon, Novotel Nha Trang and Pullman Danang. Each of those hotels were amazing. Great service. Boys were honored guests. We really had the Accor “Feel Welcome” treatment.

However at the Pullman Park Lane I was embarrassed, humiliated and felt discriminated against.

For the record, I’ve stayed at this hotel before, with one of my boys, who was 5 at the time, and they were great to us. We were upgraded, given lounge access, and felt welcome. But not this time.

Right from checkin, the staff were rude, and advised that we would not be upgraded, and would not be allowed in the lounge, because of our children. They rudely told me that I should have known this from last time, when my memory from the last time I stayed was that the lounge staff were so complimentary about my sons behaviour that I never expected that we would be “locked out”.

They refused an upgrade, as we had to stay on one of the 2 floors that they allow children on (it was either 7 and 8 or 8 and 9). They are the only 2 floors that children are allowed on.

In all my years as an Accor Platinum Member, staying on average 90 nights per year, my children have never been denied access to an executive lounge.

In the words from the GM, he writes:

“The Executive lounge no children policy was instated years back on an overwhelming demand of our executive floor guests, I do no doubt for a moment that your children, as you stated, are well traveled and behaved but unfortunately others are not and rarely in such cases parents take accountability.”

I think this is a cop out that parents do not take responsibility. It’s been a very rare occurrence in my experience that children are not well behaved in lounges. I generally find that most parents are quite strict on their children when in a lounge - for my boys, it’s always meant taking iPads with us so they can watch a movie or play games so they don’t run around.

I was advised after our stay that apparently we could have ordered “on demand drinks and canapes in the room during cocktail hour”, however this was never communicated by their staff.

When it comes to selecting a room, all guests with children are restricted to staying on 2 floors. The hotel sees this as a “benefit” and something to be proud of, but to me it means if I wanted a suite, or a room on a high floor, I cannot have this with children.

“our systems on accorhotels.com restrict any potential bookings for children on our executive floors and suites”

Our stay here was one of the worst I’ve ever had. To be humiliated in front of my family, and have my children be discriminated against, goes against the Accor Hotels motto of “Feel Welcome”. I felt anything but welcome.

What this hotel fails to understand in its children policy, is that many of the “Business People” who stay here have children, and whilst most of the time we travel without our children, when we travel on holidays, and frequent the same hotels we use while on business, we have a desire to share the love and welcome that we have become accustomed to when we spend weeks and weeks a year away from our families. So for the treatment towards me and my family to be so opposite to what I have come to expect from an Accor Hotel, gave me one of the most awful hotel experiences of my life. There was no welcome for my family, and my boys were left wondering what they had done wrong.

We we were allowed to have breakfast in the restaurant because we weren’t in the lounge, but I had to argue with one of the staff as they wanted to charge me for breakfast for one of my sons - I was abruptly and rudely told that I had to pay for him, to which I replied in no uncertain terms that I would not be paying for him and that he was complimentary. That staff member never came back to confirm that his breakfast was indeed free, but we left without paying anyway. No apology for the mistake.

There’s a few other things that happened on our stay as well but I won’t go into them, except that I’m still shocked that this hotel has zero heating in the rooms - if you are cold you have to ask for a portable fan heater as their aircon only cools the room. It doesn’t heat it when it’s the middle of winter.

I did make my thoughts known to the GM, and to his credit he did refund our stay, and offered an apology and explanation of their policies, however their policy is just wrong.

I’ll never stay here again. I’ll go an find a hotel that places value on children, and chooses to manage any misbehavior or disruptive children, in the same way that they manage misbehaving or disruptive adults.

It was good meeting you Tris06 - despite the cranky mood that I was in.

You are more forgiving than I am as I would atay was here again with or without kids. I just won’t give my money to a hotel like that.

There is an arrogance that many of the staff have so it doesn’t surprise me that they tried to charge you for items that should have been free.

Hope we bump into each other again where there are things to celebrate about a hotel, rather than to share the pain of being discriminated against because of our children.