Accorplus

Absolutely appalling experience with Accor Plus - an utter failure in customer service. I have emailed them not once, not twice, but 11 times, and my case is now being completely ignored. No response, no update, no accountability - just silence. This all stems from incorrect guidance provided by their OWN representative when making a booking.… Read more

They have ADMITTED the mistake in writing, yet I'M the one left financially liable and disadvantaged. That is unacceptable.

What’s worse is the complete lack of follow-through. No ownership. No avenues for escalation despite multiple requests to be forwarded to a representative with requisite authority. No attempt to resolve it. Just a broken ticketing system that acts as a smokescreen for inaction.

Frankly, I'm absolutely appalled - This is a PAID membership and the service is nothing short of atrocious. I have dealt with many companies but have never ever experienced anything this shambolic.

Judging by the reviews here, this appears to be a systemic issue and a textbook failure in how to treat your customers. This whole membership program is just one complete misleading scam that the ACCC ought to be keenly investigating.

I strongly implore anyone considering Accor Plus to think twice. If something goes wrong, expect to be ignored.

This matter has remained unresolved for nearly 3 weeks. I will reconsider this review if they step up and fix it - but based on my experience, I am not holding my breath.

We cancelled both our cards early March. Because there is a direct debit set up I called twice to confirm our cards were cancelled along with the direct debit. Both time I was assured everything was in place. On the 28 th March both cards were renewed @$349 each. I sent an email stating there was an unauthorised charge on my credit card for both… Read more

myself and my wife. Well I received my refund but not my wife’s Another phone call later and I was told after they spoke to my wife that it will be up to 5 days before the refund is back in my account. Accor needs some in-house systems in place because what is there is not working. We will never join them again. Not recommended

Positive experience – Posting a review as I have had an extremely positive experience with my Accor plus membership. I signed up during a promo for $250 AUD and that came with $500 discovery dollars to use on cruises or tours. It’s a shame you can’t browse the tours before you purchase a membership as this might entice a lot to join if there’s a particular tour they… Read more

are looking for. I booked an intrepid tour for two persons for $700 cheaper than the intrepid website so instantly won my money back. Booked over the phone and was a really easy process. Haven’t used the free hotel stay yet but from what I can see most available options are only valued at $200-$250 a night, occasionally the Sofitel pops up which is worth around $400. The 50% off food is great too and some really lovely places to eat. I would say if you are a frequent traveller and live in a city with Accor restaurants this is worth signing up for, especially if you can get a promo deal. If you don’t travel all that much you may not get your moneys worth.

How to get the best of Accor – I hear people complain about this membership and can't understand why. Customer service well I must say I have never needed to use them. The secret is book you free night well in advance during a birthday, anniversary celebration such as Sydney when it has it special events its a no brainer . We always dine in the hotels because when you work out… Read more

the discount you can't get better value. You get a free drink on arrival -Happy as. The more you stay the more benefits you get. You get points with every stay and down the track put those points towards a stay,meal parking. The thing is the price and mostly the same as any other in the area. So if you stay at a sofitel of cause a rydges will be cheaper because its a different league match it to a mercure and you find it the same price if not cheaper. Breakfast 35 a head in most hotels use you membership and its 35 for two.

Works well for me… very respectful and helpful – I have been a member of Accor Advantage Plus now called Accor Plus for over 10 years living in Central Queensland. Booking on the App is very easy to use and automatically updates bookings, points, cancelled bookings and credit card details. I have never had an issue using my free nights Accom. I have found adding things easy to bookings by… Read more

calling the hotel direct. I guess all programs have glitches now and then and you only hear of the few negative ones, never hear of the positive ones. Has been great for business and family travel. They recognise the card and thank me for my loyalty and where possible offer an upgrade. I have not tried the vacation club or other add on programs but this one works great for me.

2 years ago , yes it was worth it , you could find a room with your stay plus , wasn’t always the best times or dates but they were there and sometimes worked out well , dining credit was also good as you would obviously rather eat at the restaurant your staying at . Haven’t used it for about 6 months , got email etc saying I’m now a gold member… Read more

and have 2 free nights a year so had a look . There is no availability anywhere at any place , dining credit seems to suck and even to book a room you may aswell pay booking.com . Ridicules , called a couple of times to enquire and may aswell called Telstra in early 2000”s to make a complaint . can’t believe they advertise this trash. Just book it yourself and ditch Accor there a joke . Anyone reading this maybe look at convoy points I’m getting abit of value out of them

Having been a long term loyal Accor Plus member I was very disappointed with a recent booking experience. Using the Accor App I booked a room for a wedding we were attending in Bowral, Australia. We were told to secure accommodation early as ir was a popular wedding destination. I booked a room but received no confirmation from Accor, so followed… Read more

up with an email but still no reply. 3 days later, after still not hearing from Accor, my partner contacted the hotel directly and booked a room. We promptly received confirmation. No mention was ever made of the original booking, nor was any correspondence received. We were then charged for 2 rooms. Numerous calls and emails to Accor have not resolved the issue. They claim that they confirmed the original booking, yet are unable to provide me with a copy of the confirmation email. The hotel say they are unable to refund me as that booking was made through Accor. They never mentioned on check in that they had 2 rooms for us, even after we raised with them the double charge. Very poor form by both Accor and Peppers Manor House. Will not be renewing my Accor membership.

Can't get thru to there membership team after spending hrs online what's app,messenger and phone. I paid the amount for the renewal and free nights aren't reflected in my account. What a shame scam this mob is. You just can't get in contact with them. Accc needs to look at them

If it works for you, go ahead. But expect ABSOLUTELY no help with customer service issues. I tried calling every hotline they gave me, spoke to every person I was transferred to, NO HELP WHATSOEVER. The customer call centres are FAKE. No one there can do anything except sell you trash. I was hung up on x 5 or put on hold and the person never came… Read more

back. Sign up only if you get your money back instantly on one booking/stay and then forget about the membership after that.

We have been members for probably 14 years and now mid membership, they've changed our benefits. they have brought in 30% discount on meals (instead of the usual 50%) and no free night, unless you pay for another night. There is no benefit to having the two cards This is not what we signed up for and we now can't use it. However they say they were… Read more

in their rights to bring this in mid membership even though it meant totally changing their original Terms and Conditions of membership. They keep telling me how much more benefits they offer and refuse to refund. I will be looking to fight this so if anyone else wants to, I'd be interested in knowing who to contact.

I have been a loyal Accor Plus member for 10 years and have always been very happy with the service and program benefits. However, the recent changes from 1 October 2025 are extremely disappointing. I believe this is a concern shared by many members. To send a clear message to Accor, it may be better for members to hold off on renewing until the… Read more

original program benefits including Stay Plus and the 50 percent dining discount are restored. Collectively, this can show Accor that loyal members value the benefits that made the program worthwhile.

I have been a loyal Accor Plus member for 12 years and, while the website and app have always been somewhat unreliable, they have recently become completely unusable. I have been locked out of both the Accor Live and Accor Plus platforms for the past five days. Each time I call the member help line, I am given the same scripted assurance that the… Read more

issue will be resolved within 24 to 48 hours. Unfortunately, this never happens. When I call back, I am forced to repeat the same explanation and receive the same unfulfilled promise—again, with no resolution.

This situation is extremely frustrating, especially when I am simply trying to book a hotel. As a paying member, I expect a higher standard of service and a more effective escalation process to resolve issues that prevent members from accessing the very services we are paying for.

Have been a member of Accor plus for many years. Accor plus used to be good before when you could book a free night by itself. Also before they used to give a 50% dining discount when two people are. Now they have removed the free night... Replaced with an effective buy one get one free voucher and reduced the food discount to 30% off. It's not… Read more

worth it anymore. They have also devalued what used to be a good deal.Complete waste of money . Just normal Accor members would out the membership get equally good accommodation deals. Not worked buying now

very hard to redeem the free night. First try, the Tokyo hotel was closed and my booking been cancelled. Second try the hotel switched from Accor to other hotel group. It was very close to my expiration date and I have to arrange another trip to redeem the room. The customer service team was located in India and very rude to deal with. Show details

accor was a useful option for accomodation and dining but no more: the young female in charge of the new changes to the program is trying to brand accor for a demographic that they do not have and will not have, people in their 20's and 30's are unlikely to know what accor is and they would not use it anyway your core business of over 40's and… Read more

corporate clients need well priced quality accomodation and the dining discounts as they have been over the last decades. i have contacted those in charge and they are making a mistake, we will not be using our membership as the value is gone, BRING BACK THE DINING DISCOUNTS ( OR BETTER ) AND STOP TRYING TO CONTROL THE USE OF THE SYSTEM BY YOUR LOYAL MEMBERS

The so-called “free night” is a scam. My booking was confirmed online, but upon arrival it was no longer valid. With no other option available, I had to pay $300 to stay. This was extremely frustrating and unacceptable.

SMOKE AND MIRRORS … DO NOT TOUCH Accor Membership. You will only get your SO CALLED FREE NIGHT when it suits ACCOR. You will phone and they will tell you ‘no can do, we are full’ … but then phone, and not tell them you are an ACCOR MEMBER and guess what … ‘yes we have a room available’ … TRUE STORY. YOUR FREE NIGHT HAS GOT TO SUIT ACCOR. We… Read more

actually OWN an Accor unit at Coolangatta and have done so for almost 20 years … I know, how embarrassing. We decided to join the membership club, BIGGEST mistake of our life. The most dishonest, misleading, deceitful company you could ever deal with in our opinion. We wanted to book three nights in a Sebel hotel in Brisbane to celebrate my husbands 76th birthday. We were expected to pay approx $330.00 per night for the first two nights, but when it comes to our free night … guess what … we only got a DISCOUNT on our third so called FREE night, excuse was something to do with special prices, no FREE room. Smokes and mirrors … ‘Oh but that was special prices that were advertised online’. I repeat it is all smoke and mirrors. We were expected to still pay $184.00 for our FREE NIGHT for our FREE MEMBERSHIP NIGHT. We couldn’t get a bed in a garage in Brisbane for that price! In saying that, the management of the Sebel Brisbane, in the end, after our complaints, did give us a reasonable price, one we accepted, and we thank them for their suggestion, but we should NEVER HAVE HAD TO COMPLAIN AS WE WERE FORCED TO DO. As for getting any assistance from ACCOR MEMBERSHIP, forget it. When they cannot answer your questions they will send you one of those ‘bot’ things, you know with suggestions that MAY SUIT YOUR COMPLAINT. I asked for SOMEONE to have the guts to actually phone me from ACCOR MEMBERSHIP … you guessed it … STILL WAITING. Oh yes, and as for ‘pay for one meal and get second meal free’ … you had better hope there is no 10% discount on anything, be is ‘steak nights, buffet night’ etc etc … that deal is then OFF. What infuriates me is that these little scenarios are not explained to anyone when they are after your membership … I wonder why? This is not the first review I have done re this problem, the last one after 20 hours was STILL PENDING AND NOT POSTED. I ended up deleting that post, I wonder if ACCOR MEMBERSHIP will post this review. Mmm I somehow doubt it … time will tell. Is anyone from ACCOR MEMBERSHIP going to phone me … I am still waiting.

Waste of money and a scam what I was sold and what I’ve received two very different things. The free night is as hard to book as winning lotto and each hotel seems to be able to make up their own rules with regard to the F&B discount eg: was told at the last hotel it was not valid in one of the restaurants and then told it was not valid for one… Read more

person both facts were incorrect but I had to fight them and not how I want to spend my holidays. The welcome drink was a cup tea but not English breakfast only three herbal teas to choose from this was in a good hotel in Singapore. All small things but not worth the effort and pain. Won’t be renewing at all and heading to Europe soon and told the discounts are completely NA in Europe when I was told they were covered which was another reason I joined. The fact they can change rules at a whim makes it a waste of money

I had Accor Plus membership prior to COVID and decided to renew it this year. Utterly disappointed. I was unable to book my free night online and had to spend over an hour on the phone to get it booked. However when I tried to book Red Hot Room for another occasion, the room advertised at $170.00 per night did not exist and the best price they… Read more

could offer was $290.00 per night. When I asked to connect me with someone from their complains department, they simply hang up on me. I enjoyed being a member five years ago, but I would not recommend it to anyone these days Stay away!

Please stay away and save some money. The free stay is a gimmick and when you need it they refuse to provide availability. The same day and hotel you will have the availibility if you pay money. Complete waste of money and the free glass of wine they give is not worth spending 400 dollars on

Shocking customer service – My complimentary night was changed to a month prior and I didn’t change it. Someone in Accor changed it in the system. So when I looked up my accommodation it had a no show and I never booked that night! I had spoken to the hotel and confirmed the date as I required a wheelchair accessible room. Will never purchase Accor card again as they don’t… Read more

honour their complimentary night I sent two emails made two phone calls passed around and then disconnected. Disgraceful service being a flight attendant the word will get around very quickly !!!

Still no contact back from Accor plus an appalling service, please don’t waste your money on their membership!! Be sent numerous emails and made phone calls and nothing!!!

False promise – I received a call from a hotel I had previously stayed at, offering a free night worth around $400 at any hotel worldwide. They also promised that my Accor status would be upgraded to Silver. While the second promise turned out to be true—I received Silver status for the year after paying for the membership—the free night offer was a different… Read more

story.

Despite being a frequent traveler, I attempted to book the free night at various hotels across the globe on different dates, but most hotels didn’t participate in the offer during my selected dates. When I contacted customer service, they explained that it’s up to individual hotels to opt into the free night program. The Customer Care will never understand your questions and will give you unrelated answers to your questions.

In conclusion, don’t be tempted by the promise of a free night, as you might find it nearly impossible to redeem.

Zero Stars - Deceptive Practices and Horrendous Customer Service – If others have experienced similar issues as outlined in my review below, I strongly encourage you to report the matter to consumer affairs. I regret ever signing up for Accor Plus. I was lured into joining through blatantly false promises made by their sales consultant. They assured me I’d receive: A free night anywhere globally, including… Read more

Amsterdam (which I specifically mentioned as my destination). 5,000 Qantas Frequent Flyer points, which the consultant confirmed I’d receive if listed on their membership page. After joining, I discovered both promises were lies. I couldn’t redeem the free night in Amsterdam, and I never received the Qantas points.

The nightmare didn’t end there:

Nonexistent Customer Support: I reached out multiple times via WhatsApp, chat, email and phone. My messages were ignored, chat agents abandoned conversations mid-way, and I was dismissed over the phone, with representatives denying the promises made by their own consultant. Refusal to Provide Evidence: I requested the call recording of my sales conversation multiple times, and they outright refused to provide it, offering no valid reason for withholding it. Accor Plus’s behavior is unethical and deceptive. They seem to rely on false promises to trap customers into signing up and then hide behind poor customer service to avoid accountability.

I strongly urge others to stay away from Accor Plus. Their practices feel like a scam, and their refusal to resolve my issues shows complete disregard for their customers.

Don't bother – If I wanted 20 dollars of hotel accommodation,I'd downgrade rooms for free. Dnt waist your money . And for the discounts at restaurants,dnt even bother mentioning it. Nobody knows how it works . What an absolute joke .