Accor Hotels

Would give 0 stars if I could, I booked hotel over phone as couldnt use gift card online. To get off the phone and see ive been charged full price to my card contact they tell me they will sort it gift cards been added $300 and 636.50 charged to my card that as the hotel price wss suppose to be 636.50 total not 936.50 money should be back in my… Read more

account within 5 business days no refund given on 9th business day I call them they put me on hold to than be told I need to email so I email them with only reply saying to send full name and email address which I did no further replies, I contact them yesterday day 10 via email no reply all day, so today I call to be told ill transfer you to in house reception as we dont deal with this to than after being on approx 10 minute hold to be told cant help me they are closed this week.

Just ridiculous service to now be $300 down as a hard working person to be over charged all because I wanted to take my husband and 3 kids to see family pretty sick ripping hard working people off.

Whilst at this hotel second night there take my 8 year old down to the pool to have an ice ball thrown at both myself hitting my thigh and my 8 year old daughter. Dont think ill be staying with accor anymore after the service we have received thos time with being charged $300 extra and no this was not a deposit fee either this was due to a staff member having a lack of training charging full amount to my card and taking my gift card details as well and not adding them than the second staff member adding them as they had them saved on file and than to be told by 3rd person would take 5 business days, to be told by 4th person no ones available email them, to limited reply just asking for full name and email address by email to nothing from there to send all proof booking price, the gift cards they used on hotel to the amount taken out of my card explained what had happened I get everyone's human and people make mistakes and I get their training may not have been sufficient to their needs hut if unsure rather than guessing and taking to much out of someone's account ask for help.

Breakfree Pt Pirie What a Totally disgraceful customer experience As a corporate preferred accommodation I will be strongly advising HR to revisit alternatives What was booked was a stark contrast to what was delivered Had we been advised the office closed at 4pm we would have endeavoured to arrive prior Staff did not advised this when we… Read more

confirmed Thursday afternoon In all my travel experiences all over Australia including remote regions Never have we experienced a stay such as this There were no sheets to make up the second bed which we finally worked out to be the sofa Cups provided were disgustingly stained and dirty The additional towel required was not supplied When the after hours person finally answered the phone we were told if we couldn't make the room work we could get a refund So If you are travelling around Australia be aware you may have to turn around and drive 200-1000kms back because these people don't give a d#mn when they don't do what they get paid for

I signed up again for the free night for my son‘s birthday. That went very well and he really enjoyed himself for the fifth year in a row at the Sofitel. Unfortunately, they’ve changed the policy on free nights and it’s no longer suitable for us. In addition it’s very hit and miss which hotels have the discounted meals. It’s just not easy to… Read more

figure it out.

So I decided to cancel this year, we don’t travel enough to justify this right now. I’ve been trying to cancel my auto renew for a month and it consistently comes up with an error, so I spoke to a customer service representative and their online chat service, they reassured me the subscription was cancelled and I would not be charged $349. So of course I was charged $349 today.

I am furious. I’ve been told by three people that it’s an ongoing issue, it sounds fraudulent to me. It sounds like Accor is hoping people don’t notice that it just renews every year.

I re-joined Accor Plus in February 2025 following a solicitation call and on the clear representation that the membership included one complimentary night per year. I paid the membership fee in full - 399AUD. When I tried to book my night, I was… Read more

told terms have changed that I can only get my my complimentary night only if I book additional one night! They claimed to hace sent an email in Aug which I never received. Even the response to my request seems to go straight to my junk mail. It feels borderline illegal for Accor Plus to impose a material change to the contract where such change substantially affects a core prepaid benefit. At minimum, a courtesy phone call would have been appropriate given the significance of the change.

The effect of this unilateral variation is that I am now required to incur additional expenditure in order to access what was represented and paid for as a complimentary benefit. I do not have the financial capacity to pay for an additional night - which Accor demand I do, and as a result, I am unable to utilise the benefit. I had specifically reserved this complimentary night to celebrate an important day, and this situation has frustrated the very purpose for which I joined the program. Sadly, the responses I received from All Accor are non-responses that are designed to frustrate me and give up on what I paid for. They refuse to give me my complimentary night and they refuse to refund my money. Now I can only try the appropriate authorities to be aware of it and take measures to recover my money.

Over 11,000 Accor ALL points gone without a single notification email. I was saving them for a week's vacation and had no idea they could expire. Customer service refused to help, just quoted policy and said the expiry date was "visible on my… Read more

account" - but I rarely log in and received zero warnings. They expired without any courtesy reminder. This isn't a loyalty program - it's designed to make you lose your points. Years of stays at Accor properties and this is how they treat loyal customers. If you're a member, set calendar reminders because Accor won't warn you when your points are about to disappear. Completely broken trust

I was never able to access my "free night', was never available. Im currently trying to tirn off my auto-renewal for next year and contrary yo the website instructions, I cant do it on line. A total waste of $450 ☆Aud Show details

I was a paying Accor member for years, but the membership never felt worth the annual fee. The “free night” was very limited, the discounts didn’t make much difference, and even the Gold welcome gift was sometimes just a standard water bottle — something many hotels already offer. The final straw was a promotion I accepted and completed, but Accor… Read more

didn’t honour it. When I tried to discuss it over the phone, they told me to send an email instead, and the follow‑up wasn’t helpful. Unfortunately, my years of loyalty didn’t account for anything.

I have been a member for over 23 years but this will be my last year. Our stays have mostly been great but the new rewards system is not worth it. Previously you received one free complimentary night and 50% off food at their hotel restaurants (Well most). There are now two free night but on each occasion you must boo for two nights which makes… Read more

it difficult for us. We have had one two night stay but that is probably the only one we can book. Meals have always been expensive at Accor restaurants but the 50% off made it worthwhile, but it has reduced to 30% for meals plus 15% off drinks, don't think this assists. As far as loyalty rewards, I don't think this exists anymore. Looks like 23 years of my loyalty down the drain.

Terrible customer service. Really rude and unhelpful. Head trouble with loyalty programs and online systems, had to go through 4 support calls and still not sorted out. 2 support members literally hanged up the phone on me and pretended to not hear me clearly.

Accor is outright the most infuriating company in the history of this planet. They have 0 loyalty and their customer service is in the Philippines and India. The Guest Service agents are completely incompetent in their jobs and they refuse to put you through to anyone who has a clue, maybe this is because nobody in the company has any idea what… Read more

they are doing. To add to this, they used to give $50% percent off meals, then middle membership year they reduced this, but no loyalty or trash given to the people that paid for the memberships. I will be contacting consumer affairs regarding this incompetent company and also seeking legal advice so watch this space. If you are not involved with Accor, I would strongly advise keeping it that way. Their incompetence and lack of ability to run a loyalty program is ridiculous and pathetic. 0 stars from this unhappy member of over 15 years!!!!

We booked and paid for a stay at the Mantra Melbourne airport via Qantas hotels but then got charged again by Accor. It’s been an uphill battle trying to get the refund, we received an email this morning explaining Accor can’t refund it as we stayed at the Mantra, so I called up and they said it’s been processed today. Can’t figure out whether… Read more

it’s poor management, awful processes, underpaid staff or just a general lack of common sense - perhaps a combination of all.

Accor's central reservations team in Surfers Paradise has double-charged the cost of our stay in Broome and refuses to refund me. I have no problems with Accor internationally, but this is likely to be enough to stop me using them ever again. Show details

They really disappointed with the service, I paid for membership upgrade and they didn't sent any email or receipt for let me know when it will be ready, just QR code with no more information but just log in. By the time after 6 hours waiting and i get to talk to somebody but to my surprise I have to wait for the membership to be activated. No… Read more

refund will given as I paid it online, so please no one paid online. Definitely bad service and negligence, I don't like talking to robots or machines. Why no more people to talk to and definitely won't be using accor after my membership run out.

I was excited for a fun holiday in sun filled Port Douglas. Unfortunately Mantra PortSea ruined my entire trip. The bedding of the room included bodily fluids from a previous occupant and it was evident that there was little attempt to clean the room between guests. They do not bother to clean the room while you are there either. The pool was… Read more

also oily like they hadn't cleaned it in years.

They promised to move me to a clean room (which would have been a downgrade with no offer of discount) but after multiple times failing to have it ready when promised I had to move to another hotel as all confidence in the cleanliness of the premises was gone.

Avoid this place unless you enjoy sleeping in strangers bodily fluids.

A 2 star rating (and that is being generous). I booked because of the rave reviews this hotel had. I genuinely think people were either delusional or insiders giving 10 star ratings. In the past two months, my children and I have stayed at four hotels. This was the fifth. The room was the smallest and yet the most expensive of all hotels we’ve… Read more

stayed at.

The mini bar contained only a 150ml carton of milk. There was NOTHING else inside despite having a price list for items.

The wifi is as slow as a 9600BPS dial up modem. There were NO information brochures about the hotel or the room.

The hotel boasted of having cable (but no information on how to get access).

I booked online for my children and I. When we got here, we were told no booking has been made for them. I was asked to edit the booking on the (travel app on my phone). After trying for 15 minutes I was told not to worry about it (even the staff at reception couldn’t do it).

We traveled for pleasure and sadly were disappointed. Would we come back again? Not a chance.

Although I may sound negative, it’s an unbiased review of this establishment.

So I had a book a room to stay at there hotel in Penrith for a mates wedding . My friends wedding has been cancelled due to there wedding venue burning down. Accor would not give me a refund as I got it at a special rate . What a load of crap . Obviously not Australian own and don’t care for there customers just the back pockets . Head elsewhere Show details

Myself and my partner have stayed at Accor hotels many times over the past fifteen years, and every Christmas for years at Johnson hotel in Brisbane and many times some years. I am platinum ALL member ( which is free) and get 5% discount. I made booking for three nights, though I will only be there the last night. I made it clear on booking six… Read more

weeks ago that my wife would be booking in before me. My wife has booked in heaps of times ahead of me. Today, when my wife went to book in, they refused. I spoke to them, pointing out all above as well as the fact they had just notified us that the swimming pool, one of the hotels main attractions, was out of service during our stay and it should be them making allowances for us. They continued to refuse my wife, and said that my telling them six weeks ago in the requests section (which is the only place to notify) “ was only a request” implying they had no responsibility to tell us at time of booking that this is not possible. My wife and I both feel distressed, angry and humiliated. This had been one of our favourite hotels, despite some deterioration in maintenance over the years. As a result, my partner has to drive three hours home, and miss the conference. We will never stay at Johnson again, and probably not Accor.

For Accor, this is a public relations mistake, and for us a severe disappointment. Not sure if it’s greed ( they will be able to rent out room at 100% more than rates when we booked and the person, manager, was very enthusiastic about refunding our money) or just complete lack of customer relations skills eg could/ should have agreed to waiver what seems to be a new rule). Who ever is running Accor, is ruining hotels like the Johnson which used to be an art series hotel before accor took it over.

Platinum member. Can't speak to anyone, messaging on whattsap not answered. Cannot change a reservation date. Can't use upgrades in Perth, my most used area. Why bother being a platinum member Show details

I have been an Accor Plus member for 21 years. The benefits have deteriorated. The website is terrible. You are unable to cancel your membership as that part of the site does not work. I emailed to cancel and they didn't cancel but instead charged me for another year! Took a phone call to cancel andn ow wait 15 days for a refund. Terrible. Show details

Hidden fees, no customer service, Rooms not fit for human habitation, cant cater to disability, offer dinner to walkins rather than guests, wont give the accor membership discount to members the bad experiences just keep coming too many to list. As for accor live limitless I would warn against using it. Show details

ABSOLUTE DISASTER. I have been trying repeated to change my booking to actually pay more money for an upgrade. I am stuck in a rubbish room as their website was NOT clear on what I was booking. I contacted them immediately to explain and ask for the upgrade and to pay for it. Now nearly a week later and they just won't help. Do not book with them.… Read more

Their customer service is atrocious. Apparently they think it is better to destroy your holiday than to earn more income and have a very happy customer. I will NEVER book with this company again. Shame.

Worst company. Platinum level member yet unable to ever get a care rep on the phone. Overpriced rates on clunky faulty website. Refused price guarantee. Wasted loyalty. No care Show details

Accor is the worst hotel agency website ever. Never mention anywhere on website that gift card is not redeemable for saver rate, which means in order to use gift card we must select flexible rate which is over $130 more expensive than the best rate for a 2 nights stay. It is literally scamming our gift card money. Show details

DON'T BOTHER WITH BEST PRICE GUARANTEE. As detailed by sooo many others, Accor have zero intention of honouring the stated policy. So much time any energy dealing with incompetence. Just not worth the effort AND they will decline regardless. Find the best deal and book elsewhere. Give them no loyalty as they certainly will not give you any… Read more

Service, Value or the slightest bit of give a damn. Most comparison sites were cheaper so simply cancelled and went with the cheaper offer. Will save myself the time and stress in future.