This week the Compensation Clinic-case comes from a reader’s case at the Accor affiliated hotel in Brittany, France.
You can access Mercure Rennes Centre Gare website here.
Here’s the email from the reader:
Last weekend, I stayed in Rennes (Brittany, France) at the Mercure Rennes Centre Gare, nearby the train station. I have booked a 2-night stay and was upgraded from a basic room to a privilege room thanks to my Accor Gold card.
I didn’t try the room until i came back to the hotel at night and discovered that not only the bed was terrible (bad mattress, bad pillows), but the AC was also very noisy and the soundproofing almost non-existent (I was able to hear people shouting out loud in the streets and dogs barking).
With all these conditions combined, I couldn’t sleep at all. On the next morning, i decided to give up on my 2nd night and leave the hotel immediately. The front desk didn’t say anything when I mentioned my issues the night before (like moving me to another room or any other solution).
So I decided to write an email directly to the general manager instead of making a claim with Accor customer care. He just answered me today, saying that the perception of the bed is very subjective, but was nice enough to offer 1000 points as a compensation.
Here’s the reader’s email to the GM:
Here’s the email from the GM:
The Accor hotels all use the same for hotel email addresses so it shouldn’t be that difficult to “guess” what is the email address for the General Manager.
The reader made the right choice when decided to cut the stay short. If the accommodation is not comfortable on a multiple night stay, better to leave unless the hotel can find room/suite that can better suite the needs.