Dear Mrs. Valerie Bryant,
Dear Accor Customer Relations Team,
I am writing to formally express my profound disappointment and dissatisfaction regarding my recent stay at Park Royal Orlando, from October 4 to October 8, 2026.
As an ALL – Accor Live Limitless Platinum member, I regularly choose Accor properties because of the trust I place in the group’s standards of hospitality, cleanliness, guest recognition, and customer service.
Unfortunately, my experience at your property fell significantly below those expectations, particularly considering the substantial cost of my stay and the number of problems I encountered.
1. Failure to Acknowledge My Pre-Arrival Accessibility Request
Prior to my arrival, I sent an email to the hotel explaining that I have a medical condition affecting my legs and requesting a room with easy access, preferably without the need to use stairs or walk long distances.
Despite communicating this request in advance, when I arrived at the hotel very late in the evening, there was no indication that my request had been acknowledged or taken into consideration.
I was left with the impression that my email had not even been read.
This was particularly disappointing because my request was not simply a personal preference. It was related to a physical limitation, and I had contacted the hotel beforehand specifically to avoid unnecessary difficulties during my stay.
2. Unacceptable Hygiene Conditions – Cockroaches in Room B110
The most disturbing incident occurred the morning after my arrival.
After spending my first night in Room B110, I woke up to discover multiple cockroaches inside the room.
This was an extremely unpleasant, distressing, and unacceptable experience.
I immediately reported the situation to the front desk, and a maintenance employee was sent to inspect the room.
The employee personally confirmed the presence of cockroaches, discovered additional ones, and took photographs, which were forwarded to the front desk staff.
Therefore, this was not merely a subjective complaint. The problem was witnessed and documented by a member of the hotel’s own staff.
I acknowledge that the front desk employee promptly offered to move me to another room, B115, where I fortunately did not experience the same issue.
I appreciated this immediate action. However, changing rooms did not erase the distress, discomfort, and concerns caused by the original situation.
It is absolutely unacceptable for a paying guest to be accommodated in a room with cockroaches, particularly considering the price charged for the stay.
Regardless of a hotel’s category or size, proper hygiene and sanitary conditions are fundamental requirements, not optional amenities.
I never imagined encountering such conditions at a property associated with the Accor network.
3. Disappointing Handling of My Late Check-Out Request as a Platinum Member
Another disappointing aspect of my stay was the way my late check-out request was handled.
As an Accor Platinum member, I am accustomed to having my loyalty recognized and to receiving appropriate consideration regarding the benefits associated with my membership, subject to the applicable program conditions and hotel availability.
Following the unpleasant circumstances I had already experienced, I requested some additional flexibility regarding my departure time.
However, when I approached a morning front desk employee, I felt that my request was met with a defensive and unwelcoming attitude.
I was informed that if I wished to stay longer, I would have to pay an additional fee.
What disappointed me was not simply the possibility of an additional charge, but the manner in which my request was handled, with little apparent consideration for either my Platinum status or the difficulties I had already experienced.
At other Accor properties, I have often been accommodated with late check-out until approximately 4:00 PM, depending on availability.
At Park Royal Orlando, I was eventually allowed to check out at 2:00 PM without an additional charge, which I appreciated.
Nevertheless, given the circumstances, I expected greater sensitivity, flexibility, and courtesy.
Platinum membership should represent more than a status displayed in a guest profile. It should reflect genuine recognition, respect, and thoughtful service, within the benefits and conditions established by the loyalty program.
4. The Cost of My Stay Versus the Experience Delivered
I would also like to emphasize that my disappointment is directly related to the amount paid for this accommodation.
This was not an inexpensive stay. I paid a substantial amount expecting, at the very least, a clean and comfortable room, attention to my previously communicated physical needs, and service consistent with the standards expected from a property associated with Accor.
Instead, I encountered a series of frustrating situations:
* My advance accessibility request appeared to have been overlooked.
* I spent my first night in a room where cockroaches were subsequently confirmed by hotel maintenance staff.
* I experienced the inconvenience of having to change rooms.
* My request for late check-out was initially handled in an unwelcoming manner.
* I felt that my loyalty to Accor and my Platinum membership received insufficient consideration.
Taken together, these incidents made my stay deeply disappointing and far below what I consider acceptable for the price paid.
I do not expect luxury from every Accor property. However, I do expect basic standards of cleanliness, professionalism, respect, and appropriate attention to guests’ needs.
Unfortunately, these expectations were not met.
5. Formal Escalation to Accor and Request for Appropriate Resolution
Given the seriousness of these incidents, I am also formally reporting this experience to Accor Customer Relations, so that the group is fully aware of the conditions I encountered and the level of service provided to its loyalty program members.
I believe it is essential that both the hotel’s management and Accor review these matters carefully, particularly the photographic evidence collected by the maintenance employee.
I specifically request that these photographs be preserved and reviewed as part of the investigation into my complaint.
I would appreciate a formal response explaining how these issues will be addressed and what measures will be taken to prevent similar situations from affecting future guests.
Furthermore, I believe that appropriate compensation should be considered in recognition of the inconvenience, distress, and overall unsatisfactory experience, particularly in light of the amount paid for my stay.
My intention in submitting this complaint is not to disregard the efforts of the employees who promptly assisted me with the room change, but rather to highlight that the overall experience fell significantly short of the standards I associate with Accor.
As a loyal Accor guest and Platinum member, I find it extremely disappointing to have to submit a formal complaint of this nature.
I sincerely hope that both Park Royal Orlando management and Accor will treat this matter with the seriousness it deserves and provide a fair and meaningful resolution.
I look forward to receiving your formal response.
Sincerely,
Vivian Martins da S.
ALL – Accor Live Limitless Platinum Member
Property: Park Royal Orlando
Stay: October 4–8, 2026
Rooms: B110 and B115
