This case study explores the factors influencing customer satisfaction and service quality in Accor Hotel Group, including Ibis and Mercure. The study aimed to determine the attributes affecting customer satisfaction in Accor hotel group and to bring out the correlation between service quality and customer satisfaction. The study found that service quality is strongly interrelated with customer satisfaction and thus the higher the service quality, the greater the customer satisfaction. The findings of this study would help the management of Accor hotel, Australia to develop an effective strategy to counter the growing competition from Airbnb and from other close competitors.