Accor Guest Satisfaction Surveys

[DejaBrew]

I've submitted guest satisfaction surveys for some of my recent stays including the Swissôtel Sydney and The Sebel Sydney Martin Place. In the case of the Swissôtel, it was clear that I was not particularly satisfied with my stay, however to date, nobody from the hotel, nor from Accor, has opted to contact me to "close the loop". This got me to wondering if anyone else has had any joy with submitting a guest satisfaction survey to Accor and having successfully had some form of response or remedy from either the hotel or Accor themselves?

 

[RB001]

You needed to fill out the other survey - the Guest Dissatisfaction Survey.

But seriously, I've sent maybe 10 over the years (both positive and not so much) with no response from any of the (un)interested parties.

 

[Seat0B]

Yep, my experience mirrors yours @DejaBrew and @RB001. I've never been contacted, even if I ask them to contact me in the text of the survey.

 

[Daver6]

Last year I had a disappointing stay at the Sofitel City Centre, Singapore. I received a response from a duty manager in response to the survey. He made me a promise and delivered on it this year.

I have a vague recollection of receiving a response in the past from a different hotel but can't recall specifics.

 

[Captain Halliday]

I've not had a response to the surveys.

However, until about four years ago they offered the options of the survey of emailing the AU regional manager.

I took the manager option twice - once for great service and once for a shocker and had replies both times.

 

[DejaBrew]

Last year I had a disappointing stay at the Sofitel City Centre, Singapore. I received a response from a duty manager in response to the survey. He made me a promise and delivered on it this year.

I've not had a response to the surveys.

However, until about four years ago they offered the options of the survey of emailing the AU regional manager.

I took the manager option twice - once for great service and once for a shocker and had replies both times.

I wonder if the different brands handle these surveys a little differently? Looking back at an old invite to survey for a Sofitel stay, it explicitly stated the feedback would go to the hotel manager. Contrast that with other brands where there is no such mention. I'd be surprised if the hotel manager - or at least, the guest relations manager - isn't made aware of the feedback regardless of brand, but I find the radio silence approach rather perplexing.

 

[zig]

I've not had a response to the surveys.

However, until about four years ago they offered the options of the survey of emailing the AU regional manager.

I took the manager option twice - once for great service and once for a shocker and had replies both times.

I recall pre-covid taking the option of emailing the AU regional manager, who was very responsive and provided some positive service recovery following a couple of poor experiences.
In recent times I have just deleted the emails when they arrive.

 

[Human]

I’ve had the occasional email response to feedback (positive and negative) but never a remedy.

The only time I’ve received a remedy at an Accor property was after a stay at the Sofitel Darling Harbour. I had a word with the duty manager upon checking out. She apologised on the spot and I later discovered that I was not charged for a meal for two at the restaurant, and for some drinks at the bar. I was happy with that.