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1.2 69 Complaints
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AccorHotels Complaints 69

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H
6:35 pm EST
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This review was chosen algorithmically as the most valued customer feedback.

booking ref mrs s duckworth email [protected]@sky.com mntlcdzf ibis thurrock booking was for 15th till 18th. i wrote to ibis explaining of my very stressful and distraught isituation whilst i was staying at your hotel. and i was so shocked to feel that your company was so unsympathetic to what had happened and idd not help me in any way. i am now...

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8:29 pm EST

AccorHotels Ibis Inn Sauchiehall St Glasgow

I recently booked The Ibis Inn Sauchiehall Street Glasgow. I then discover it is in West Regent Street. It is also at the far end away from public transport . I am travelling from Australia.

At the time of booking I was not aware it was non-refundable I only discovered this when I got my receipt from Booking.com

I then discovered that there was another Ibis Inn In George Square which would suit me better, however Ibis Inn Sauchiehall St are being very uncooperative and wish me to pay the whole amount of the booking to cancel. I also feel that it is false advertising to say they are Sauchiehall Street when in fact they are not.

Regards

Anna Preston

Desired outcome: Full refund to book Ibis Inn George Square

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10:58 am EST
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AccorHotels Sofitel Fiji

Booked 4 nights in the Sofitel Fiji from Nov 2 to 6. Had to leave after 2 nights for an emergency in the USA, sick parent. Manager said he would give me two nights credit if I returned to Fiji at a later date. I said I could not do that and offered to receive one nights credit instead of 2, refunded to my credit card. He said he couldn’t do that. I suggested Accor deposited points into my to cover one night, instead of a refund and he refused.

I am very annoyed at the lack of customer service and appreciation for a situation that was critical.

Claimed loss: $500

Desired outcome: $500 back my my CC or points for future stay.

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Is AccorHotels Legit?

AccorHotels earns a trustworthiness rating of 91%

Highly recommended, but caution will not hurt.

Our conclusion: After a detailed review, ComplaintsBoard finds AccorHotels to be a trustworthy company. Although there's a 4% resolution rate for customer complaints, which deserves attention, AccorHotels is known for their high standards and safety. If you're thinking about dealing with AccorHotels, it's wise to check how they handle complaints.

We found clear and detailed contact information for AccorHotels. The company provides a physical address, 2 phone numbers, and 2 emails, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

However ComplaintsBoard has detected that:

  • While AccorHotels has a high level of trust, our investigation has revealed that the company's complaint resolution process is inadequate and ineffective. As a result, only 4% of 69 complaints are resolved. The support team may have poor customer service skills, lack of training, or not be well-equipped to handle customer complaints.
  • AccorHotels's website has revealed that it is not properly optimized for search engines. This could be a red flag indicating that the company is attempting to hide its activities from the public.
  • There was some difficulty in evaluating or examining the information or data present on the accorhotels.com. This could be due to technical issues, limited access, or website may be temporarily down for maintenance or experiencing technical difficulties.
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10:14 am EDT
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My wife and I stopped at the Ibis, Deauville, on the 22nd/23rd September 2023 which we booked through Hotels.com. My wife booked the stay, using her debit card, on the basis that the bill would be paid in full, at the end of our stay, which it was. Unfortunately, the sum of £105.00 was taken by you from my wife’s account using her debit card, on the 15th...

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4:12 am EDT
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A work colleague and myself had reservations for 3 nights at the Mercure Forbach in France. Due to rail issues, breakdowns, the train we were on returned to Cologne and we could not get another train until the following day, so had to stay in Cologne. The following day, we managed to get to Forbach, for the business meeting. When we arrived at the hotel...

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11:21 am EDT
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AccorHotels Accor plus silver membership privilege

My above membership is expiring on 30th Nov 2023. I was trying to redeem the stay but to my big disappointment, NONE of your hotels (regional in Asean and my country Malaysia) acknowledge and accepts my 2 nights complimentary stay.

This scenario is a breach of your contract and one that is even tantamount to cheating. I hope your esteem organisation will take immediate actions to resolve this problem. If I don't hear from you in the next 7 days, I will escalate this matter to our Government agency handling such complaints: https://www.kpdn.gov.my/index.php/ms/kepenggunaan/hak-pengguna/aduan-pengguna.

Desired outcome: My entitled complimentary 2 room nights. [protected]@Gardinc.com

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11:49 pm EDT
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My wife and I have been trying to resolve an issue with ACCOR since May 2023 when a $100 ACCOR Gift Card, which was valid, was rejected as part payment towards our account on a stay in Adelaide. We have tried multiple times to have this matter dealt with, yet we constantly hit brick walls, constantly having our calls disconnected, being told we are dealing...

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6:25 am EDT
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Myself and young family and partner in a wheel chair were due to stay at he Novotel Le Havre. Novotel Le Havre Centre Gare The hotel room offered smelled very heavily of tobacco smoke and mold. The previous guests were heavy smokers illegally smoking in the 5 floor hotel room. The hotel was full on a busy Saturday Summer day and the hotel could not offer...

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5:49 pm EDT
Verified customer The reviewer confirmed their account using Google. Learn more

AccorHotels Non refundable room booking

Hi,

My partner - Udeni De Silva booked a suite for my birthday trip to Adelaide. Shortly after we found out that his father is terminal and we need to post pone our trip. I was very disappointed to discover your non refundable policy for a booking made this far in advance. We would like to ask for your consideration due to the deeply upsetting circumstances that are forcing this postponement. We are not after a refund; we will be going to Adelaide later in the year once things settle down.



Reservation number: MPHSCRLM

Transaction number: MPHSCRLM_0300000122798102PP

Date of stay: From Sep. 17, 2023 to Sep. 20, 2023

thank you for your consideration and I look forward to hearing back from you.

Klaudia

Desired outcome: Credit to the value of purchase to enable a stay later in the year.

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11:42 pm EDT
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I have recently had the worst experience this trying to change my email address as a Platinum Member. I tried to access Accor Plus for which I am a Platinum American Express card holder however I was forced to pay and I have tried several avenues to get someone to acknowledge for which still has not happened. Then when I asked for my email address on ALL...

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2:26 pm EDT

AccorHotels Hotel booking

In April 2020 I was booked to stay at Sofitel Berlin. I took a voucher to be supportive of the group during Covid - I had booked 2 lovely rooms as a 50th Birthday present for my friend as we grew up in Berlin and she had not been back since 1980.

I first went to book again in 2022 and discovered Berlin Sofitel no longer existed - i spoke to customer services and they said they did not know how to resolve but said I could try choosing another and relying on their good will to take us.

I have gone round and round in circles, can now find no way of contacting you by telephone, tried the what's app on various occasions and nothing.

The voucher is worth 459.20 Euro - l lost the points along the way that I used and just am fed up of trying to contact you about it

We still want to go to Berlin - but i have no idea about how to resolve this and have wasted so much time and effort in trying to do so

I used to be All Accor Platinum but I feel v fed up with you

Emma

[protected]@hotmail.co.uk

Desired outcome: ally now money back as I am so fed up with you - but would be happy to use Pullman or similar.

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2:24 am EDT
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AccorHotels Wedding service in Korea

am writing to express my deep frustration and disappointment regarding the recent experience

I had at Novotel Dongdaemoon Hotel, a property of Accor Group, located in Jung-gu, Seoul.

Approximately a month ago, I had my wedding ceremony at the hotel's rooftop venue.

As it was an outdoor wedding, I had meticulously planned and requested for thorough preparations well in advance.

Given the uncertain circumstances caused by the pandemic, I made sure to inform the hotel about the possibility of exceeding the maximum capacity allowed in the restaurant due to the expected number of guests.

I had reiterated the importance of clear communication and coordination several times, starting months before the wedding.

I was assured by the hotel that everything would be handled smoothly and professionally, despite some occasional rain showers that were forecasted.

However, on the day of the wedding, it became clear that the hotel had not adequately prepared for such weather conditions.

The rooftop area was not properly protected, and there were no parasols or any other means of shelter provided for the bride and the guests.

The bride, who was wearing a wedding dress and high heels, had to stand in the rain with only towels covering her, while the staff members present sought shelter for themselves.

Despite the continuous downpour, no proper guidance or assistance was provided by the hotel.

It was only at the request of one of the guests that an umbrella was eventually brought to shield the bride.

However, realizing that the situation was not improving and concerned about the well-being of our guests, we made the difficult decision to move the ceremony to the indoor venue.

It was extremely disheartening to witness the lack of coordination and support from the hotel staff.

If the decision was made to proceed with the original plan, at the very least, a staff member should have come up to the rooftop to guide us and provide assistance.

In addition to the lack of overall organization and coordination, there were several other issues that compounded our disappointment.

There was no one overseeing the entire event on the rooftop.

The bride was left without a designated contact person to ensure her smooth transition between locations.

There were no staff members present at the elevator entrance or near the new venue to guide guests or provide assistance.

It was only after the incident that we noticed hotel staff members huddled together to avoid the rain at the rooftop entrance.

As it was known well in advance that rain was expected on the day of the event, it is baffling that the hotel did not have a clear plan or preparations in place to handle such circumstances.

Upon further inquiry, we were informed that there was no specific manual for dealing with inclement weather conditions. We were only informed that the hotel did its best under the circumstances.

It was only after our request for umbrellas that the hotel started to gather them, but this should have been done proactively. The lack of guidance and planning was evident during the family photoshoot before the ceremony.

Despite the rain, there was no clear direction or coordination from the staff, and the situation was left to be managed by the photographer and our guests. It was truly

disappointing to witness the absence of staff who should have been overseeing the situation.

Once the decision was finalized to move the ceremony indoors, there were still no staff members present to guide and assist the guests. It was only through the efforts of the bride and immediate family that guests were directed to the new venue.

As a result, many guests were unable to enjoy their meals and left the event prematurely.

Finally, during the final settlement meeting with the management, there was a lack of sincere apology, which only further fueled my frustration and disappointment.

I understand that unforeseen circumstances can arise, but I believe it is the responsibility of a reputable hotel like Noveotal dongdaemoon Hotel to be prepared, organized, and provide the necessary support to ensure a successful event.

Regrettably, this was not the case during my wedding ceremony, and it has left me deeply dissatisfied with the service provided by your hotel.

I doubt whether this hotel has the qualification to bear the name Novotel, which is a part of the Accor group.

During my 10 years of residence in Australia, I had an Accor group membership and always used Accor affiliated hotels when traveling.

However, due to this incident, my family, friends, and acquaintances, including myself, will no longer be using Accor services.

I kindly request a prompt response from your customer service team, addressing the issues raised in this email.

I hope that necessary measures will be taken to prevent such incidents from happening in the future.

I look forward to hearing your resolution on this matter.

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7:04 am EDT
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AccorHotels Deposit payment

My room rate at Novotel Casablanca was taken twice and overcharged. İnstead of paying total 1800moroccan dirham, I was charged once on arrival when they said they were only keeping the record of the card, but they charged double the room rate (2700 Moroccan dirham). AND it was never refunded. So in total I have paid three times what my room was worth. Absolutely unacceptable and I cannot continue my holiday in Morocco as I was depending on those funds.

Desired outcome: . I want a full refund and compensation for this inconvenience. (2700+1800 Moroccan dirham plus two free nights stay in a Novotel of my choice)

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2:45 pm EST
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AccorHotels Central accor brasil

Aguardo devolução de 2000 pontos para a minha conta ALL da Accor, tudo devidamente já evidenciado junto a central da Accor, desde 10 de janeiro/23, no telefone 11-[protected], e com ultimo contato feito em 02 de fevereiro/23, pelo protocolo [protected], sem solução até a presente data sobre o ocorrido junto ao hotel IBIS Santos Valongo que reteve meus pontos de uma reserva para o dia 16/12/22, cancelada no dia 15/12/22, mesmo tendo sido informado com mais de 24 horas de antecedência. O hotel só devolveu duas diárias pagas no cartão de credito e disse que não existia possibilidade da devolução de uma das diárias pagas com 2000 pontos (de um total de 4 diárias pagas com 8000 pontos) e apenas 3 efetivamente hospedadas entre 12 e 15 de dezembro de 2022. Minha reserva original eram de 6 dias (12 a 18dezembro), 4 diárias em pontos sendo que uma delas não me foi restituída para a conta ALL Accor. Registro que minhas diárias não eram com penalidade para cancelamento e no mesmo dia 15 para 16 de dezembro de 2022 me hospedei no IBIS Lorena, também em SP, o que comprova a não hospedagem, não devolvida e ora reclamada. Me coloco a disposição para quaisquer outros esclarecimentos, mesmo já tendo sido fartamente registrados pelo SAC da Accor e que tudo poder ser comprovado pela minha conta ALL Accor 3081032-[protected]-6. Atenciosamente, Marcelo Gomes e-mail: motagom.[protected]@gmail.com

Desired outcome: devolução de 2000 pontos para o saldo de minha conta ALL Accor, de uma diária sem penalidade, com cancelamento feito com mais de 24h de antecedência, tudo conforme acima detalhado.

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3:19 pm EST

AccorHotels Room booking Sofitel Opera Frankfurt

Today is the 05 February 20h40 where I would have liked to check into my booked, and confirmed junior suite with the Sofitel hotel in Frankfurt Opera. When I got to the check in desk I was told apologies but we are overbooked and will downgrade your room to a luxury room and from the next day you get a better room. I decided that this was in breach of contract and that I could simply not accept this as it would be admitting I am ok with this. I left and booked a more expensive room (because of being so late now of course) and will go back to sort this out tomorrow. Completely unacceptable and am a bit speechless as to what to say!

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10:30 am EST
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AccorHotels Accor HotelF1

We booked the hotelF1 1577 on line on the 9/1/23 approximate 19.00hrs but received no confirmation written confirmation. When we arrived at about 22.00hrs we booked at the door ref 15132493010105994239565 and 15132493010105994239573 as we had not received confirmation.
Could you please refund the £81.74 ref 15132493010105994239557
Best regards
Bill

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7:20 am EST

AccorHotels Manager at Rungis Mercure hotel

Hello dear costumer care,

Yesterday we check in at Rungis with all my TAP crew and at the reception we were provided with all the information and the reception told us the breakfast will close at 11:00,so today around 10:15 we all descend and for our surprise the breakfast was closed.

I asked to speak with the manager and He told me that nothing was possible to do about it, I told him that the information was provided by one of the staff members but He declined the responsibility...

This is unacceptable to have managers acting like this at this group!

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9:24 am EST

AccorHotels Fail to refund the extra amount charged for the unused facility

Hi customer service,
I stayted at Grand Mercure apartment on Magnetic island, QLD from 13th to 15th January 2023. Booking confirmation number was 2860.472.788
I stayed at apartment number 1212 for two nights.

Initially, I requested to upgrade my room if the sea view room is available and the front desk person said it will be available in an hour after cleaning. Then I was given the ground floor of sea view apartment. I paid an extra AUD 200 for two nights-stay there.
But that sea view apartment's Air Condition was not functioning at all, with no cool air and the entrance lock key was broken. I could not lock the door and no security for us.

So I requested to fix these issues. A gentleman came and checked AC twice. But, after waiting for 3 hours, AC did not work and so, I requested for changing back to the previous room 1212.
After requesting for a couple of times, I was given the first room's key and moved back to room 1212.
As I did not stay at the sea view room, I want to get my extra amount of AUD 200. The gentleman who came and gave me the key of room 1212 said that the refund will be processed.

But so far, I did not receive any refund into my credit card, and I contacted the hotel directly but no reply to me and no refund given back to me. I would like to request the refund process to be arranged ASAP.
Thanks
Wint

Desired outcome: Please refund the extra amount, AUD 200, charged for the upgraded room, which I did not use due to the defects in AC and broken door key.

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2:30 pm EST

AccorHotels Hotel room burglarized by housekeeping at fairmont austin hotel

I stayed at the Fairmont Austin Hotel for two nights (12/13/22-12/15/22) and walked in on a housekeeping person that appeared startled to see someone coming into the room. She acted like she was doing a couple things (ie straightening a magazine that was already straight and turning on the TV for the turndown service). After she left, I looked in the corner chair where she had originally been standing when I entered, and I noticed she had been going through my bag that was sitting on that chair. The zipper was completely unzipped and some of my cash was sitting outside my bag on the chair. I did a quick scan of my luggage and discovered she had stolen $1000 cash from a tiny pocket where I had hidden it. My associate was with me and witnessed the whole experience. I have filed an investigation with the Fairmont Hotel security, and I called the Austin Police Department to file a police report. The Fairmont Hotel security and management are being negligent in resolving this situation. Even though I saw the housekeeper and I had a witness that saw the incident, the Fairmont Austin is saying this is my word against their employee's.

Desired outcome: The Fairmont Austin takes accountability and rectifies the situation by compensating me the $1000 cash that was stolen from my luggage by their staff that went into my hotel room.

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7:45 am EST

AccorHotels About cancellation

Hello everybody in the New Year.
My plans changed, I cancel my reservation
RESERVATION NUMBER: LXHDCFCZ (Cancellation no. 7865)
Booking number : LXHDCFCZ
TRANSACTION NUMBER: LXHDCFCZ_0100000222632582PP3
iT was charged from my new bank account with which I had to
do some action in order to get this reservation.
The booking was with free - cancellation conditions allowing to
Receive money back.
I could not contact my booking and manage my account through WEB.
It was a problem.
doing so I received a message from the hotel and she
will transfer my request to the accounting department which will process my request
as soon as possible.
Later on I received message that appeared on your home page
A problem occurred when creating your ALL - Accor Live Limitless account. Please try again.
I am Sending you my confirmation before cancelling in the attachment.
I hoped to cooperate with ALL − Accor Live Limitless,
Before I did with Booking com. I think you’re better oriented to the customer.
Hope to hear your response soon.
Kind regards
Aivars Murmanis
e-mail: [protected]@outlook.com

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Overview of AccorHotels complaint handling

AccorHotels reviews first appeared on Complaints Board on May 3, 2007. The latest review My ibis booking was posted on Nov 24, 2023. The latest complaint Service to people with disabilities was resolved on Feb 09, 2022. AccorHotels has an average consumer rating of 1 stars from 69 reviews. AccorHotels has resolved 3 complaints.
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  1. AccorHotels Contacts

  2. AccorHotels phone numbers
    +1 (800) 221-4542
    +1 (800) 221-4542
    Click up if you have successfully reached AccorHotels by calling +1 (800) 221-4542 phone number 2 2 users reported that they have successfully reached AccorHotels by calling +1 (800) 221-4542 phone number Click down if you have unsuccessfully reached AccorHotels by calling +1 (800) 221-4542 phone number 0 0 users reported that they have UNsuccessfully reached AccorHotels by calling +1 (800) 221-4542 phone number
    100%
    Confidence score
    USA
    +33 1 45 38 86 00
    +33 1 45 38 86 00
    Click up if you have successfully reached AccorHotels by calling +33 1 45 38 86 00 phone number 12 12 users reported that they have successfully reached AccorHotels by calling +33 1 45 38 86 00 phone number Click down if you have unsuccessfully reached AccorHotels by calling +33 1 45 38 86 00 phone number 9 9 users reported that they have UNsuccessfully reached AccorHotels by calling +33 1 45 38 86 00 phone number
    14%
    Confidence score
    Head Office (France)
  3. AccorHotels emails
  4. AccorHotels address
    82, rue Henri Farman CS 20077, Issy-les-Moulineaux, Paris, 92445, France
  5. AccorHotels social media
  6. Laura
    Checked and verified by Laura This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Jun 13, 2024

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