Firstly I lost about 15 min at the checkin counter due to signal problem at the spot.
As a silver member ( and spending this year my 27th night at an Accor chain ), they totally refused me to hand out the voucher for a free "WELCOME" drink! They argued, that the bar was closed ( which I can surely accept, due to Covid -19 reasons ). However for me, it is NOT understandable, that the lady at the counter was ready to sell me a can of Coke for 2,80€!! This doesn’t make any sense, they refused me to offer the voucher with the argument the bar is closed, however I can purchase any moment coke or other soft drinks/beer.
At the guestroom is also a flyer promoting drinks to purchase 24/7 also this is not a problem during the pandemic.There is NO complimentary water in the room available for the customers! ( the reason must be most likely Covid-19...)As a customer, I do personally feel that this is a total rip off location and I feel cheated!! ( who knows, maybe it’s a lucrative kind of shadow business they practice to enhance their cash register )I sent a complain letter to the Accor group and the answer of the Novotel City management was just a simple "sorry for trouble" it was just a staff mistake (which i do not believe, it is in my eyes a well calculated strategy )No little commercial gesture, compensation or even an additional welcome drink voucher ( for my next stay) seems to be too much.This is very poor unprofessional customer satisfaction strategy, in the heart of Frankfurt.