Group Accor hotels in the post-COVID-19 era First observations

The EU decision to reopen its internal borders and the fact that my employer allows us to work from home until September 2020, was enough for me to take a week of annual leave and drive down to my parents’ place in Greece. It would have usually taken me three days (two overnights) but why not make a nice road-trip out of this and shake off the months of inactivity?

Thus the decision was made and I drove through a number of countries before reaching my hometown. I visited a lot of interesting places but what I want to focus on is the response of the hotel industry to the pandemic and particularly that of the Accor Group. I haven’t really travelled since January and I had hence a good number of points to spend on this chain’s Ibis, Ibis Styles, Mercure and Novotel brands across Central and Eastern Europe. I had the opportunity to experience and evaluate first hand their “ALLSAFE Cleanliness & Prevention Label”.

Having spent on average 50% of the last decade in travelling for business and pleasure, I am confident that I can at least provide some informed feedback. So, let’s go!

Social distancing - Floor markings, access restrictions, space reconfiguration, glass separations, reduced elevator capacity, all measures where in place to ensure safe social distancing or the protection of employees and customers where not possible.

Changing plans - Throughout the trip I had to change my initial plan many times and although I have been booking my next stay roughly a couple of days in advance, there were cases where I had to amend of cancel my booking. Thanks to COVID-19 that was possible both because prices would remain stable, cancellation policies have been enhanced and flexible reservation prices had very small differences compared to the ‘non-refundable’ room prices.

Sanitising - Hand sanitisers were placed in all access points along with signs reminding us to use them. Plastic films covering elevator buttons was a clever touch. The rooms were fully sanitised before use, TV and other remotes were placed in plastic bags and the reception was either informing the guests that either the rooms won’t be cleaned (short 1-2 nights stays) or asking whether they would like to have their room cleaned and sanitised the next day.

Contactless business - In most occasions, I was prompted to check-in online, also registering my credit card so that both me and the staff could avoid unnecessary contact. The breakfast was also served - in most occasions - in a buffet style but by the hotel staff.

Environmental stewardship - For years now the hotel industry was trying to convince clients that they can reuse their towels for a second or even a third day in order to avoid washing them too often, and actually save some water and energy. By not cleaning the room every single morning, there is an opportunity to make that happen for all!

Also, I realised that food waste should be significantly reduced these days. Lavish buffets that indulge the eye are still in place but having the staff filling up his/her plate, one becomes more modest by default - even if only out of ‘shame’.

Recommendations on the downsides - First, additional services like reserved parking space could not be booked on the Accor ALL app or the website. That beats the purpose of online check-in and contactless service. If one can pre-book a drink, breakfast, extra service, why not booking a parking spot where available. Certainly the Mercure Centre in Strasbourg allows you - and obliges customers during the European Parliament Plenary weeks - to do so.

Second, the flexible booking without penalties and with a small difference to the non-refundable price is a logistical nightmare during fully blown seasons. Didn’t we know already - and didn’t the COVID-19 pandemic demonstrate clearly - that IT solutions are available and can be implemented in order to facilitate such complicated arrangements? Sure, it takes investment but so does everything in business and if done properly, it usually brings more business.

Third, Accor being a chain of different brands, the seamless enforcement of the ALLSAFE Cleanliness & Prevention Label requirements was problematic. 

• Online check-in (with parking please) could be available in all hotels.  
• Elevators in all hotels could have their buttons covered by plastic films. 
• The staff could be serving the breakfast from the buffet in all hotels - or have basic pre-made plates, as was the cases in certain hotels. 
• There was one hotel, in a very big capital where the staff cleaned and tided up my room without informing/asking in advance and two occasions where my towels had been changed although hanging on the wall for reuse.
• There have been occasions when the reception lobby was crowded with people waiting to check-in but nobody from the staff reminded them to keep distances and comply with the floor signs.

I know that these are minor details that my pedantic self cannot resist from noticing but they do make a difference and can be enforced and checked - maybe by ‘secret customers’ or unannounced inspections? - by the hotel management.

Overall, I would unreservedly offer my compliments to the Accor Group for responding to the pandemic in an excellent and remarkable way!!!