A LoyaltyLobby reader emailed me a case about unsatisfactory stay at an Accor affiliated hotel in Sweden (Accor lost most of their Swedish hotels recently – read more here).
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You can access Ibis Styles Stockholm Odenplan website here.
Here’s the email from the reader:
I wanted to share with you my terrible experience with an Accor hotels from a recent stay in Sweden (last weekend) at Ibis Styles Stockholm Odenplan.
The checkin was a disaster. I showed up with my Le Club Accorhotels card (Gold) and the receptionist looked at me like an stranger, no warm welcome, no voucher for a welcome drink or anything. Instead she simply asked “I need your passports”.
On the evening of the first day, we discovered a tiny tiny bathroom or should I say a shower toilet !
As there is no slope on the ground under the shower, the bathroom was totally flooded right after the shower, therefore it was absolutely impossible to use the toilet or go wash our teeth without having the feet wet…
At the time of going to bed, we found out that the duvet cover was torn and the duvet was very dirty ! The mattress itself was not in the good shape and covered with ugly stains.
The over mattress was very used and had some kind of hollow, so the sleep was absolutely terrible.
The next day, right after breakfast, we saw a receptionist and told him about our terrible experience, but at night, when we came back the second evening, nothing was fixed.
I used my Accor points to book the 2 nights (10 000 points) and decided to send a complain to Accor who just answered me that I would receive 1 500 reward points as a compensation and my complain would be sent to the GM Alexander Petz (who is actually the receptionist we saw Saturday morning ! )
I was amazed about Accor almost not giving a damn after the complain I sent and the terrible experience we had with a franchised hotel 🙁
The Le Club representative answered me that the GM will debrief my stay with his staff. Unfortunately, when reading past bad comments on TripAdvisor, it seems that the issues i listed already happened recently with no change…
Here’s reply from Le Club AccorHotels customer service:
Here’s reply from the hotel:
I am not 100% sure what ibis Styles brands tries exactly to be? Is it just regular ibis with more colorful paint but with equally tiny rooms or what?
Stayed at this very same hotel back in August 2015 and the room that I had was tiny. Cannot recall if I was offered drink coupons or not. If I was, definitely didn’t use them at the property.
Glad that the reader was able to recoup 15% of the points used for the award redemption. Considering that this is Accor, this appears to be about the norm.