The front desk staff and management were exellent solving a problem that was created by the Accor plus system, i have been an Accor plus member for many years and i am also a Vacation Club member. The Accor plus reservation needs to be put back into the hands of the individual Hotels, i have been increasingly frustrated in the past 6 months with the failure of this system and have considered cancelling my membership. The only reason i have maintained it is because of the great service the frontline staff give, credit to the staff, thumbs down to the current Accor plus booking system, it needs to be looked at, i am hearing poor responses from others as well.

We checked in late after 3pm and our room was not ready in time despite being a platinum member, additionally we didn’t get an upgrade as hotel was full so ended up on a low floor with mediocre views so was disappointing. Despite the 2nd night having rooms available for an upgrade, the fact that no one cared to look into upgrading us to a better room as you would expect when you spend 60 plus nights a year with Accor as a loyal member. Better training on how to treat loyal members with a better experience would be great. Unfortunately Spa was closed for renovations and no emails were sent advising in advance so that was disappointing as we had hoped to enjoy a spa experience. Overall on a positive food was great and friendly staff in the restaurant and bars!

we had a refurbishment room and it was lovely clean and fresh bathrooms were spacious and well pointed breakfast was ok had better bar staff we found rather forward and $6 for a bucket of ice to be sent to the room was a joke front of house staff great

It's just not what I'm used to with this company. "Sorry we don't assist with luggage in the driveway, it's too hot" That's how my stay started. I get that it was too hot, I had been in the heat all day and was looking forward to a restful stay in the Pullman. We were booked for 7 days. The first morning we went to the dining room for our breakfast. It was inedible. We ate outside the hotel for the rest of our 7 day stay. It took housekeeping 3 days to clean the toilet, vacuum the floor and replace the glasses in the room. I asked the front desk to bring fresh glasses to the room. Despite them advising they would be up in a few minutes, they never came. I appreciate staffing has been a problem over time, but this standard of service is simply not acceptable based on the cost to stay at this hotel

Bed was so bad, it was like street motel standard. When you book at Pullman and pay big $$ bed has to be decent, carpet was so old. I booked this hotel thinking 5 start hotel, for me it was no way near. Sleeping 8 nights in this hotel and beds provided was a nightmare.