Applicable to all countries:
Q: I don't have any staff, what do I do?
A: Contact the supplier/your local account manager
Q: How many days notice should I give to be serviced?
A: Depending on the country, to be checked in line with the supplier
Q: I think my invoice is not correct, are the rates corresponding to the contracted rates?
A: To be verified with the supplier and in the contract.
Q: Can we use O3 water which is way more environmental friendly to clean rooms instead of the Diversey chemicals
A: Corporate is currently doing a tender and will do pilots on this, our recommendation is to wait to benefit from economy of scale. Until then, please adhere to the Diversey cleaning protocols.
Q: Where is my contract? Can I receive a copy?
A: Contact the supplier to receive a copy.
Q: Can I see the master agreement between Accor Services and supplier?
A: No, the contract is confidential and not to be shared to the hotels, please refer to your local contract (between hotel & supplier) for any relevant information.
Q: I would like to reduce the public are hours in my hotel, or want to use own staff following COVID-19 pandemic
A: We will discuss the possibility with the supplier
Q: What is included in my price?
A: Please refer to your local agreement and local account manager as appropriate
Q: Can I receive a report with the amount of hours that are scheduled (linen, public area, etc.) in my hotel?
A: Yes, please send your request to the supplier or refer to your local agreement and local account manager as appropriate
Q: Can I take over staff from the housekeeping supplier?
A: Subject to local legislation however note there might be a recruitment fee asked by the supplier.
Q: I am not satisfied with the quality of the housekeeping supplier. Can you help?
A: Please contact the executive housekeeping manager, and ensure everything is documented to be able to implement SLA and escalate to category manager in case of reoccurring issues.
Q: Can I terminate my contract in case of quality issues?
A: Yes, however subject to SLA. Please refer to your local contract.
Q: Can I use my own staff alongside the supplier's staff?
A: Depends on local legislation and contract. Please check with supplier and your category manager.
Q: Can I change my supplier at any time?
A: Depending on your local agreement, existing local agreement applicable notice period need to be respected and sourcing of replacement has to be identified. Please liaise with your category manager.
Q: Can I determine which cleaner/ executive staff I want in my hotel?
A: No, as you are outsourcing this service, the supplier is liable for delivering the results, regardless of who executes the job.
Q: What is the notice period for individual contracts?
A: Please refer to your local agreement. If doubts, please contact Astore Customer Service team
Q: Could you please recommend us cleaning contractors for our hotel / for this region?
A: Please contact the Astore Customer Service team
FOR UK HOTELS ONLY:
Q: Where do I find the breakeven number of rooms for my hotel which the management fee covers?
A: You will find this on your hotel specific agreement. This was also communicated last year. Please note the number of rooms cleaned under the management fee may adjust if the housekeeper is doing other tasks eg. Public area, Step 2 in additional rooms. Alternatively, ask your housekeeping supplier for further support.
Q: When will the management charge be removed from weekly charges?
A: The management fee will change to room rate only when you hit 40% ROOMS CLEANED EACH WEEK for a period of 3 weeks consequtively, not ROOM OCCUPANCY. This is because we are not cleaning stayovers at the moment. Any queries, please raise with your housekeeping supplier. This way of charging was communicated and agreed with Owners last year to ensure we retain housekeeper knowledge by hotel.
Q: How can I forecast my costs moving forward?
A: We are currently working on a spreadsheet which will be shared with you to assist with this.
Q: When can I start to clean stayovers?
A: There will be guidelines from H&S VP. If you have further queries, please liaise with your VP of Operations.