While the final room was fine, there were a lot of...

While the final room was fine, there were a lot of ongoing frustrations. Your website did not permit me to book online once I entered my AccorHotels member number. The phone number that promised 24/7 support was a message that said the 24/7 help desk was closed and could I call back during regular hours. I opened a ticket for support. When I requested an update on the status I was constantly told by the Accor support team that they would respond to my request - I have requested updates for the past two months and been told that I "need to be patient a little longer". As of this post, the only updates I have received from the Accor team is that I should keep waiting.

When I called to book the room, the customer service rep, Anwar, was EXCELLENT and helped make the reservation.

Our first room was on the first floor across from a restaurant - everything they cooked we could smell in our room. Also the faucet in the bathroom came apart and we were told there would not be someone to fix it until the next day. We figured we could get by one more day. But during the night, the smell from the restaurant was too horrible so we were moved to a new room the next day.

Our second room was a little smaller and the phone did not work - for example, we could not call housekeeping to pick up laundry. We stopped someone in the hallway to help us out. We were going to ask for the phone to be fixed but, at that point, we were too tired to care.

Ours was not the worst experience - the staff at the hotel were wonderful and helpful. But our stay was a series of small frustrations. I chose this hotel because we were AccorHotel members and wanted to spend loyalty points and hoped my hotel status would provide a more comfortable experience. Based on our experiences, an Accor hotel may not be our first choice in the future.