Besides the Hotel being in a convenient place and has good amenities, I am struggling to write other positive things about this hotel from the experience I recently had with them.
I returned for the second time on leisure after being impressed with it on a prior stay when I was there for business.
At the time of booking, I requested for a wheelchair friendly room for my disabled mother. This, coupled with the fact it was her birthday weekend, I asked for a nice room. Arrived there and there was no more available Privilege Room (Background: I am a Le Club Accor Gold and am entitled to a free upgrade, subject to availability) Not being upgraded is ok with me as it was the King's Day weekend so I can imagine hotels are full.
They showed me an Executive Suite and told me it was an additional Euros 90. I declined and that was that. I certainly didn't expect a free upgrade from them. However, when I logged online, I found if I were to upgrade, it would have cost just an additional Euros 60. Why did they quote me another additional Euros 30? I just thought maybe their booking system is different to the one online and left it at that.
The one that irked me was when my disabled parent requested for late check out at 1600 and they agreed to it. Quite by chance, I happened to be at the lobby at noon and it was then transpired that they were going to charge me for late check out. I explained that my disabled parent needed more time to get ready and that my Le Club Accor Gold had a free late check out option, subject to availability. I explained to him that I doubt about leaving so late at 1600 but we asked for it just in case my disabled parent needed more time to rest. I suggested checking out at 1400, which he still insisted on charging me. After to and fro-ing, he agreed to a 1400 check out without charge. But that already left a bitter taste in the mouth and dampened the mood on my disabled parent's birthday weekend. Perhaps he thought I was not telling the truth about my parent being disabled but he did see us going off with the wheelchair.
My gripe is not about the lack of recognition about Le Club Accor elite status in terms of upgrade and request for a late check out. I can understand that and for the record, I never ask for late check out at other Accor Properties (always checking out early for business meetings) unless I absolutely need to.
It is about the staff's attitude and lack of compassion to those who are physically challenged. Those one or two extra hours means a lot to disabled patrons so I hope the General Manager will be able to address this issue with his staff. I am thinking of returning later this year to the hotel for business but I shall await the response from the General Manager before I make a decision.
Also, my points and my 'check in' at Places by Le Club has not been updated and verified. I travelled through five hotels during that period and the other hotel stay points have been credited. I was in Bangkok last week and within 36 hours, everything was credited. Perhaps the General Manager/Owner could highlight the Le Club Accor program to his team.
I would have rated this five star as I have no other complaints re location, rooms, sleep quality etc. But the experience with customer service at check out was really unpleasant and unfortunately that was all we remembered.
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