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Thank for reaching out to them via FB. I tried to cancel a booking, but that system doesn’t work either. Along with having no booking reference (emails stopped months ago)  I’ve emailed hotels but even they hardly ever reply. Essentially Ive stopped booking with them (including quite a few multi-room bookings) and have to call up and try and cancel without a reference. Customer service is non existent. Accor has been the winner here.