Qualification, hitherto happy and loyal Mercure/Accor Group member since 92, very fortunate global traveller, chose Salzburg for Christmas market experience (7th to 10th December) and history because there is an Accor Hotel here. Booked mid year, arrived with room given away, so down graded, but given free breakfast (these things happen), agreeable. Had to remind reception that Accor members entitled to free welcome drink, unusual. Asked for 2 extra pillows, upon 4th visit to reception, eventually secured 1, too tired to argue for another, disappointing. Had 2 encounters with gentleman on night duty Reception (including Pillow gate), call me old fashioned, but to me Reception responsibility is huge, you are the face and impression of the Hotel, if you want a beard, grow one or shave, if you are wearing a tie, it's done up, if you are wearing a shirt with a uniform, it's tucked in, when you are approached by guests you look up, smile, ask how you can help, everything this chap is clearly incapable of achieving, which we found so bad, we laughed. These silly negative experiences were a real shame because the room was clean, warm, comfortable and had everything we needed, our encounters with Housekeeping, Breakfast and Bar Team and the daytime Reception Team and Trainees could not have been more delightful. Salzburg was our favourite Christmas experience, stunning city, fascinating history (do a walking tour) and this Hotel is nicely located a 10 minute walk to the river, quiet, safe and really very nice, but someone needs some training or re-training at being on night Reception! …