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.
Reviews with attachments
The one star is only because I can't give zero. I joined a year ago because I had a purpose to use the free night of stay. The 50% off dining seemed like a great idea, albeit, I never used it once. The room prices were always more expensive than booking direct or through a third party even through the Red Hot room rates. Today must be my… Read more
anniversary date. I received a notification at 6:18pm on a Friday night that $350 had left my account for an autorenewal. I had no notice of this occurring before now, no pre-phone call to see if I actually wanted this product, and I had no idea I was signed onto an autorenewal membership in the first place. I tried to call an after hours service. You know, because we have a membership that would be expected, right? Nope... WhatsApp and Messenger are the only options. No phone line, just bots. The link listed for 'help' is just a bunch of FAQ's and bot talk. The fact this has occurred on a Friday night, right before I'm due to do the weekly food shop tomorrow, is an uncomfortable postion for a parent with two children to be in. This sales tactic is deceitful, unethical and considered an unfair contract term under Australian Consumer Law. I urge anyone with similar issues to complain to the ACCC.
I also strongly advise consumers to stay away from this product. It is impossible to cancel the membership once you have it and you will have to cancel your credit cards to get out of the annual subscription which is very inconvenient. They only give you an automatic AI generated response to emails (see attached) and phone calls are hung up on once they know you want to cancel. Happened to me 5 times !!
DO NOT join ACCOR PLUS, or at least BEWARE. I just booked a room at the IBIS Sydney Mascot yesterday evening through the ACCOR website. The room rate was $144 as a host plus rate (also a gold member) I showed my husband, clicked on book now button, entered my credit card details, it booked the room, then low and behold the amount had changed and… Read more
had increased in price AFTER I had clicked book now - at the $144 price displayed, booked it on the next confirmation screen. I called the call centre and the agent asked if I had screenshotted the original price… Why would you do that unless you were expecting it to change after you had booked it? What a ridiculous question! Never had a price change after I booked before. So basically with no proof of the rate you have literally just booked, it was their word against mine. How completely dodgy! Unbelievable.. I would strongly advise against joining ACCOR as this is what they do to their members. The call centre agent was completely hopeless, had me on hold for 20 minutes in total, just to read a script and saying there was nothing she could do. No solution at all.. Other than to produce a screenshot which of course I did not have as I was not expecting them to change the price AFTER I had booked it. If you have an ACCOR membership - start screenshotting the price they advertise at the book now stage. How many people does this happen to? I will never book with, or renew a membership with them ever again.
I have been an Accor Plus member for years. Last month they advertised a promotion offering certain nights for free at Pullman Magenta Shores Resort on the Accor Plus app. I made non-refundable, fully confirmed bookings and paid for dining and additional extras. A few days later the hotel emailed stating they had a technical issue and cannot… Read more
honour my bookings and they were cancelled. The hotel took no accountability for misleading practices. Accor being a global hotel giant, needs to treat loyal customers with better care and take accountability for advertised rates and offers. It's very disappointing that companies can make such one sided terms. If I had been indulgent and made bookings that I could not afford due to a momentary lapse in attention, I would be fully liable for the non refundable terms and had to pay. However, when offers the hotel releases is deemed non profitable, they can easily cancel at will with no liability. Shame on you Accor.
"Free Stay" scam – The one night "Free Stay" is a complete scam. Accor Plus violates it's own terms and conditions. I have managed to get one of their agents to give me a reason (in writing, I have a law background) that appears to be a made up condition as it is outside their ts and cs. I've made an official complaint. If they fail to address it, next step is the ACCC.
Latest follow-ups
Whilst I have saved some money (just a little bit more than the cost of the membership) using Accor Plus (that's why they got 2 stars instead of one), the experience has been difficult and frustrating. No after hours service, calls go to India,… Read more
online help is hit and miss. The pay one night, get one free offer has SO many exclusions that it is actually a very limited benefit...which is NOT what the advertising would suggest. Most of the exclusions ARE buried in the fine print - which is extremely hard to find! - with one glaring exception...the "get the most expensive night free" claim only applies to the price of their most basic room...a "Supplement" gets added to all other bookings!! This is NOWHERE in any of their terms and conditions. I have now contacted them twice to show me where this is explained to the customer - they promise to "pass it on to someone" but there is never a reply. My most recent experience: booking Sofitel Wentworth in Sydney - there was a Classic room available (their basic room) BUT the minute I clicked on MyStayPlus to use my second night free, this room evaporated and I was offered only a Superior room complete with an extra Supplement chargeable for the second night. AGAIN, the man in India says he will pass my concerns on...
Follow-up · Follow Up Q's. 1. The booking process is easy however the information sometimes changes when you go to actually book. 2. As per my original report, I HAVE saved money but MANY of the benefits that seem to be offered are excluded for hidden reasons. 3. The online information is not clear at all....even when exploring all the fine print and even when emailing/calling (calling is VERY hard to do) the company for clarification.
Positive reviews
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.
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Negative reviews
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
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
Recent reviews
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.
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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
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