Accor Plus

I think what is eventually at the end of the game - if you make it - is good, we have saved money on a trip to Fiji and also some food and drinks here and there in Australia. Biggest downfall is the user friendliness of the app, It is literally the biggest and hardest workout to get through the amount of clicks and sub menus and associated links and memberships in this maze.......................... nightmare.

Had problems with my reward points/status as it did not get updated correctly. Hardik on the dedicated staff at Accor Plus Helpline was extremely helpful, courteous, and kept me informed along the way until the matter was resolved. Thank you Hardik for your attention to detail. Show reply

My discussion with Aniket regarding my query of my account and Stay Plus was resolved in quick time. I was kept up to date via emails until resolution. Thank you Show reply

A prompt response to my query, along with a positive outcome. Show reply

I’ve had positive stays at other Accor properties, which is why this was so disappointing. I booked a two-night bed and breakfast stay at Novotel Geelong through the Accor app as a Gold member, paying $353 for the first night and using my Accor Plus complimentary night for the second. I was never told about renovation works, either at booking or… Read more

when I asked about them before arrival. A note from the hotel’s General Manager, shared with me by Accor, says the hotel had told Accor about the construction beforehand. If that’s right, the information stayed with Accor and was never passed on to me.

The stay itself was visibly affected by construction, check-in was nearly three hours late, and there was a safety concern at the pool, where the ladder had sharp zip-tie ends exposed. The hotel’s management later said the pool was “under construction”, yet there was no signage and reception gave us pool access without any warning.

Accor Plus Member Care responded with 2,000 ALL points (about AUD 64) as the maximum at their level, declined my request for a complimentary two-night stay, and referred the case back to the hotel. I asked for escalation to someone with the authority to approve a proper resolution and set a deadline of 19 October. I’ve had no response from Member Care or from the Accor team on this review site.

As a Gold member, I expected Accor to stand behind the booking and membership it sold me.

So I used to have something call explorer+ with 2 free night stays. They converted to the new program membership so I have 4 nights buy one and get one free. Okay not a fair deals but I got one of the email staying that my explore+ will be expired… Read more

by the end of the year so okay I will used it for August trip then. Voila, in July this year no no no, my membership will be expired in July not the end of the year. Contact support, they blatantly denied it and told me that if I dont used it in July it's gone. Sent the all the emails and everything and still denied. Funny story, they have gut to call me 3 weeks after that and asking me to renew, explained situation again, okay to escalate to some dude in India, really promising that will handle it correctly. No still same answer, I dont even used any of the perks at all for this year based on that, even tell them extend the current membership for one month so I can use all of the 4 days and I renew next year, but no, so basically I lost more than $400. So be careful, if you needs support from them, nothing.

Backpacker-Level Service Masked as "Luxury": A Complete Scam for Frequent Travellers Do not waste your hard-earned money on Accor Plus or the ALL (Accor Live Limitless) ecosystem. What is marketed in slick brochures as an elite, premium membership is, in reality, a frustrating, cheap program plagued by dysfunctional tech, clueless hotel staff, and… Read more

non-existent customer service.

Across online communities and member reviews, the consensus is glaring: phantom room discounts, phantom "Stay Plus" free-night availability buried under heavy blackouts, and support desks that vanish the second an issue arises. Having poured significant money and time into this scheme, my personal experience confirms that it is one of the worst loyalty programs in the hospitality industry.

Bait-and-Switch Pricing on the App The Accor app is fundamentally broken and actively misleads consumers. You search for rooms, see an advertised "discounted member rate," complete the checkout process, and then get hit with a completely different, higher charge on your statement. When you bring this up at check-in or check-out, the front desk simply shrugs and insists their system cannot adjust rates booked online. Raising the issue with Accor Plus Member Care is like yelling into a void: you are met with rude, dismissive representatives who refuse to take billing errors seriously, offer zero compensation, and leave you financially out-of-pocket for their own IT failures.

Untrained, Bare-Bones Front Desk Staff For a hospitality group that claims to operate 5-star properties, their staffing model feels stripped down to keep costs at rock bottom. Time after time, front desk staff—frequently student hires or temp workers who have received zero corporate training—have no idea what Accor Plus even is, let alone what benefits members are entitled to. Instead of arriving to a seamless, welcoming check-in, you have to spend 15 minutes pulling up terms and conditions on your phone to literally train the staff on their own program's perks just to receive your basic entitlements.

The 60-Night Platinum "Upgrade" Deception Nothing illustrates the contempt Accor has for its most loyal customers quite like reaching Platinum status. Earning Platinum requires grinding through 60 nights or spending thousands of dollars. As a "reward," the program promises 2 Suite Night Upgrades. The reality? When you actually try to redeem these supposed upgrade rewards, you are told you still have to pay an extra cash co-pay out of pocket. To demand payment for an earned milestone benefit after staying 60 nights in their properties is an absolute slap in the face.

Devalued Tiers and Zero Exclusivity

It makes total sense why Accor Gold status is tossed around like free candy by credit card partnerships and basic club memberships: the tiers carry no genuine value because the service delivered at the property level is worthless. Accor hides behind glossy marketing, but behind the facade is a bottom-tier service model masquerading as luxury. If you value your sanity, your wallet, and respectful customer care, stay far away from Accor Plus. Choose hotel chains that actually respect loyal travellers and back up their advertised perks with competent service.

Good value - but you have to use it. You can save a fortune on red hot rooms, or by using your stay plus nights - and the dining discounts are great too. You'll easily get far more than the subscription price in value if you use the benefits as intended. Show reply

The assistance provided was sound and led to a highly satisfactory outcome. My only other comment is that it would have been helpful if another team member could have picked up the case and responded while the primary agent was on leave. Show reply

I was sold Accor Plus membership yesterday and was promised two free nights accommodation and tat I would always pay less than the advertised rate. This turned out to be a total lie. I just booked the Sofitel in Sydney and yes I did get the two free nights, however the rate I paid was more than the advertised rate (advertised rate was $282… Read more

including breakfast; I paid $300 excluding breakfast).

DON'T BELIEVE ANYTHING THEY TELL YOU>

Use an online booking site or book direct with the hotel for best prices.

My experience with the AccorPlus membership is abysmal. Their call centre staff are rude and unhelpful. Every Single Time. Most of their hotels and hotel staff are good, but that is hit and miss. Dont waste your money, Hilton is far more impressive.

WAS once a great service but now awful. Benefits are extemely difficult to redeem and do not reflect the membership cost. When trying to cancel membership, it is even more infuriating. No clear directions on how to cancel auto-renewal, let alone the membership itself. Just presented with more and more spruiking on how great the membership is. If… Read more

somebody wants to leave, let them! I hope you enjoy your final $349 fee extorted from myself as it will be the last time anyone in my family uses this terrible membership. The lack of care from Accorplus will now lead to a boycott of all Accor brands

Changed program, if you missed email like I did you were not able to book your free night two memberships zero bookings were able to be made. Nearly $700 paid and zero accomadation. No phone call no letter, I say this as they are quick to phone for $ or for leads for new members....And the replies I received were all the same copied transcripts nothing to actually address the issue I was having.

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

Michelle dealt with a difficult and complex issue for me and was professional and understanding the whole way through the process. Show reply

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.

I was chatting with Hardik Rawat. He should not be in the customer service. I asked him to do one thing and he was useless.

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.