Accor Plus
Reviews and Complaints

I feel very bad or also feel looser coz I have 4+ memberships in my or in family there is no one is responsible for give you serious service like selling of membership any way all the time what we require or hotel room they treat us like pendulum or finally the result is zero

The time I consume in this just because I wanna awaire to the other people please don’t waist you hard money in Accor plus seriously totally no worth

Damanjeet Singh

[protected]

Srija Reddy from hyderabad India office promises to provide customised and location specific benefits and on that condition I extended the membership and now is trying to avoid my calls or messages. Didn’t expect this kind of theird class attempt to sell products. Hope this is not part of the companies strategy to close sales numbers and forget about post sales service. Appreciate an attention to this issue and contact me on +[protected]

I am an ACCOR Member, I have been for many years and this year the value has been extremely poor, can't use it to book free nights, much less or limited benefits, definitely not like before so I seriously considering not renewing it again next year.

However, none of that comes close to my disappointment when I booked a room that I thought would be ok from what was available for 12 November 2022 at Movenpick, Auckland for my 17 yr old grandson and myself as we were going to the Women's Rugby Final. I always put in the notes on the highest possible floor when booking at this hotel because it's so noisy.

I called the hotel to give them an arrival time as I thought it was getting late and getting from the traffic of the game to the hotel was taking time, they didn't seem interested. We arrived close to 10pm and were given room 415 I think, anyway on the 4th floor.

It was a horrible room, small, single beds, small bathroom, horrible cups, one rubbish bin in bathroom. $281.70 + $40 for valet parking. There were only 2 food options for room service and the TV wouldn't work. I rang for help and was told they would have to ask their supervisor if they could.

We couldn't eat anything, we couldn't watch TV, we were uncomfortable - what happened to automatic member upgrades, room service and with regard to the TV, any service at all? I was only given 1 complimentary drink ticket when there were two of us.

We had a terrible noisy night and I wanted to leave as soon as I woke up. I rang for my car and was told 15mins, I went down after 30mins and they hadn't even gone to get it so we waited even longer. I asked for my bill to be emailed and I never received it.

I was so upset and disappointed from my experience. I have never felt like this at any Novotel Hotel before. What I'm really concerned about is that I had already booked to return to this hotel from 31.12.2022 until 2.1.2023, Res # LSJSBNHV at considerable cost, $706.15 and if it's awful I will be devastated. This is an annual thing I do with my grandson and as he is getting older it's probably the last and I want it to be the best memory ever. I have tried for years to book dinner at the restaurant on 31 Dec and never been successful either so there are not many benefits to being an ACCOR member really either.

The hotel we are staying in as of last night is awful. It is a construction site from the front door. Out side is a half eaten mango which was there when we arrived. The person on the desk today is incredibly unhelpful. We asked for another small round table to be put in our room for my husband to work on. We were told there were non available. There are stacks of new tables near the front door. Since we first asked the new tables have been removed.

We were not made aware or we just did not see that this hotel was under construction because of its dilapidated state. Our power point in our room has gaps between the powerpoint and wall. The laundry machines look as if they have never been cleaned.

On the 16th November 2021 my husband who has been a member for a number of years paid his $399 membership and despite emails and many phone calls we are STILL waiting for his card to arrive so he can utilize his membership! I am doing this complaint as he is just over it - however I will keep complaining as it is DISGUSTING that this company advertises all its products but seems unable to actually treat the customer with any respect. On his latest attempt he requested a refund as for 7 months he has paid for something he has never received however ACCOR seem unable to manage this despite taking his money. NOT good enough, noy even about the money anymore it is the principle and it basically is theft of my husbands money.

It's been difficult to use the free night, we used the card for a family of 5 no real discount. We tried to use the free night but the hotels we wanted to try in our local area did not accept member's plus free night, the one's we did find only let us have 2 of the 3 kids. So we hired a sitter and booked to stay at the international Pullman on the 31st. However they cancelled the booking stating that our membership expires on the 31st May 2022 so they would not allow us to stay the night of the 31st. 30 minutes on the phone with support got no were. The offer was pay another year and we will extend the free night, this didn't sit well. I emailed support with proff but herd nothing so our free accommodation night was out and the evening away ruinned. 7 days later I got a reply email with the same crap pay for another year and we will give you a night. I asked them to answer the questions about why they cancelled my booking, but as I type this no reply. I Just want to warm other people if they are so petty over a day what sort of company really are they. I expected better my card expiration was the end of the month, some in customer service needs to inform there over seas staff that may has 31 days not 30. I have attached photo below

I was a paid Gold membership and during covid lost my bookings and the Gold one night stay.

I have been in a recent email saga with rude staff, hurtful name-calling, refusing to address the issue and refusing to escalate the matter to a senior person.

I have also requested a cancellation of an upcoming hotel booking (within T&C) and they continue to ignore this request.

I wasn't able to use my points due to covid, in fact the stay organised last nov was cancelled due to government restrictions.

They just cancelled all my points (my complimentary GOLD membership paoid) stay, without any reminders or notices. I messaged them directly on the day they notified me to coerce me into paying more money and stay at a hotel before 8 June.

The email chain continues to ignore any of my complaint's or requests to escalate the matter, and I have ended up being on the end of hurful name calling. Given I am currently as I type this email in hospital from a life threating post op infection, the customer service person calls me Mrs Coffin.

That was to top off her very inconsiderate and rude emails.

Please help.

I am accor plus member I was having certificate of 5500 plus taxes accodation in pullman or novatel delhi. Though onlime it was showing avilable the reservation guy pradeep sahu replied that there in room in hotel. It seems members have been treated very badly in accorplus. Second incident I requested for early check in pullman there reservation guy Himanshu Duggal again asked for extra charges. I think Accor plus membership must not be taken as staff has become very non cooperative and worst for helping members

On March 2, 2022, I was called by the sales agent In Indonesia to renew my Platinum Membership. She said that there will be no other promo like this. This is the cheapest one. I only need to pay Rp. 2.280.000 to get 1 free night. I said oke.

On March 4, 2022, i received an email from Accor Plus to renew my membership only Rp 2.280.000 for 2 free nights. So I called the sales agent & asking for the explanation. She said the the email was mistyping. I can understand the human error of mistyping but I want an email to explain that the previous email because of mistyping.

2 weeks, no news from the sales. So I text her again with all the capital letters showing how mad I am. Then she asked me to write an email to member service to complain. Can you imagine, 2 weeks I was ignored.

So I email the member service and someone called me a day after my email saying the same answer. My answer is still the same, I want an email stated that there was a mistyping. Very Simple. She also email me saying that they will investigate it. More than 1 week, no news.

No one take this issue seriously. Very bad the big company like this ignore the issue from the member

Ordered 2 main course at LeChocolate, 3 drinks for 3 pax, but finally third person left not more than 10minutes, billing payment charged with 33, 3% discount.
Management hotel has given written permission, but the security at lobby did not give the permission. There was no synchronized between Management and Security lobby hotel.
Benefit free breakfast Platinum member may not have breakfast at hotel restaurant, only have benefit free breakfast at lounge with limited food menu that not sure met our expectation.
Anyway thank you for PULLMAN THAMRIN, JAKARTA.

I am writing this email to complaint on your service level of the Accor Plus Membership program.
On 29 Dec 2021, your sales team memeber made a call to promote the Accor Plus Membership offer to me, she made it clears that it's doing a special limited promotion that by confirm to join the membership on 29 Dec 2021, I can entitle to have 2 nights free hotel redemption, anytime of the year. I'm planning to Sanya in Jan 2022, thus I checked with her, explicitly tell her if either Sofitel or Fairmont Sanya are still availale to redeem for 2 nights between 22-26 Jan 2022. The Sales lady, Terera Gan, checked for me, and showed me a screen shot of Fairmont that is still available. And on the same day afternoon, we have a call and I double checked again if she's sure that I can redeem 2 nights on either of the Sofitel or Fairmont Sanya, either 22-24 or 24-26 Jan 2022. She said yes, and after 48 hours I paid, I can redeem the 2 nights.
I paid and joined the membership on 29 Dec 2021, afternoon. I called to your booking hotline on 31 Dec 2021 to redeem for 2 nights, your staff said that the free redemption for whole Jan 2022 for the above 2 hotels are full. I was shocked and very angry and disappointed on your services. I feel cheated by your sales team. I even appreciate of your Accor group hotel by immediatly reserved 2 nights of Fairmont Sanya, right on the night on 29 Dec 2021.

I am completely furious about the unprofessional services of your sales team, and your membership system that totally not sync with your booking services for your members. If NOT because of your sales told me that the 2 nights will be available of the above said period & hotel, WHY I will spend RMB 2, 688 to join the membership immediately.

Now I request, your group, either solve this by making the 2 nights available for my redemption, or arrange immediate FULL refund for the payment, i. e RMB 2, 688. Otherwise I will report the case to the local Chinese police of business fraud or cheating which I'm sure they'll involve and interfere to help me to settle the case.

I need you to have a concrete reply to me no later than 4 Jan 2022 Beijing time, otherwise I'll call and report to the police on 5 Jan 2022.

Disappointed member,
Cheung Ching Yi
30840944540738FW

No answers as to why membership suspended, if and when I took my free night accomodation in the past year, no return phone calls as requested via phone or emails.
One section asks you to ring another and still no answers. Why do they call one section customer care? What care. More like who cares.
24 hours Monday to Friday. Joke
My number [protected] Australia
My money was taken out immediately. How long does a simple courtesy call with answers take

I have renewed my membership with expiry unti l Dec 2021. I have not used this card at all due to lockdowns and restrictions. Then when I am to book my complimentary night, the hotel reservations said my membership does not show any complimentary/ stay plus benefit.

I called up several times with Accor and hold on call for a long time in all cases, but no one picks up my call

This is a rip off as I paid $399 for this.

Daryl O

After hesitation joining Accor from past experience, we knew that it would be difficult to book or stay anywhere which we have not even dined using our membership either.

Just spoke with a customer service representative who was not only unhelpful, rude & cut me short but I believe a full refund should be allowed if a member has not used any of the services offered.

Financially, the refund would greatly help us & ease the stress of not being able to use this. I will never recommend Accor nor would I renew another membership as your more than happy to take our money but very deceitful when trying to claim anything back.

I'm more than happy to take this matter further with the ACCC or ombudsmen.

I have purchased an accor plus membership along with Discovery in Dec. 2019 to enjoy privileges in Thailand, a place I frequent, 2-3 times a year.

Unfortunately, besides that December when I was in Thailand, Covid happened, and I never made it back. Accorplus extended for 6months, Discovery extended for till Dec. 2021 and recredited my account as well.

I have got in touch with Accorplus, and they say they cannot do anything.

I think it is not fair. Living in Bahrain, I have no way of using it, and COVID including the restrictions have not eased. All airlines, accommodations, other memberships (paid and unpaid), have been understanding and amazing.

I was disappointed in the answer I got and I do not think it is right.

Regards,
Dareen

my email address is dareen.[protected]@gmail.com

Due to pandemuc, i called to cancel my membership but Malaysia office said that they cannot cancel my membership. I renewed my membership on March 2021. I cannot utilise the benefits because of pandemic. Even accorplus couldn't provide the benefits as promises. I would like the top management to take action on the matter. If accorplus couldn't settle my issue, i may bring this issue to next level.

I have been a member for 5 years. Every year I get sucked in that the membership will be better that I will be able to book offers etc. This has never been the case you sell far more memberships than membership offers provided. I have also been harassed by sales people. The last one told be that unless I renew my membership my free night would elapse despite so many call into the Accor Team that I could not find a place to use my membership when I needed to use it! In addition I was not able to use it over the last week when I knew it was going to expire because of COVID-19 lock downs. I have not used 1 item available for me as a member for years but the promise that things will get better has sucked me in to keep buying a membership year after year.

Booking made online, non refundable PUBLIC rate applied to the booking. Not the exclusive Accor Discounted rate.
SCAMMED
sent email to discuss issue, will be contacted within 24 hours NO CALL
Left messages - On hold for longer than 20mins so you become a priority caller, no-one answers, leave your details, NO CALL BACK
Call again, on two different lines at the same time, reach priority caller on Line 1, Line 2 is still counting down SCAM. Obviously not picked up by next person at all.
Call reservations department as those calls are picked up straight away as MONEY can be made here.
Talk for 45 mins with operator, who finally decides to check with hotel what we can be offered as compensation, however instead of checking with the hotel, he TRANSFERRED ME direct to the hotel.
THE ISSUE IS AN ACCORPLUS issue, not a Mantra on Hay issue.
Hotel transferred me back to ACCOR PLUS.
Another 45 minutes later, rep can not give me any ID number only name o Micheal in Reservations. 45minutes explanation again, he transferred me to supervisor DENI of reservations in the Philipines.
She is now trying to connect me with
CUSTOMER CARE>
do you even have CUSTOMER CARE>
because i guarantee you the ACCC in Australia have a CUSTOMER CARE outlook on SCAMS like this one.
I have completely lost faith with your company, as we have been loyal members for many years, however with this issue, you have dropped dramatically in our expectations of your company.
We need a resolution immediately, as the booking we have is for tonight through to Monday.
Please call immediately to resolve, any gesture from your company is appreciated.
Should no contact be received, an official complaint will be issued to the ACCC on Tuesday 3rd March 2020.
I have also requested copies of the recorded telephone calls with all parties, however only CUSTOMER CARE can provide them.
CUSTOMER CARE do not answer.

hi
i am absolutely pissed off and mad right now i have been on the phone to you guys for days nearly a whole week now i have been asking about how to use discovery dollars and being told lies and different stories by your employees we were first told we could use it on flights hotels and everything then when we tried to use it we could not so we rang another three times to be told we could only apply the discount if we bought flights first then we could apply it so i went and bought the flights and have had the money taken out of my account but no email confirming the flights or anything but thats just the start then when i said i was haveing trouble using them only to be told i could not use them on a hotel after purchesing the flights already which made me even more mad having to keep ringing about the flights and hotel saying we will be contacted four days later still havent been contacted this is absolutely ridicules i am seriously thinking on if i should even renew my membership with you guys and this is absolutely disgusting i would like to have my flights refunded as this is ridicules and also you guys wasted alot of my time as i was not working so i could wait for phone calls waiting hours and having to wait hours and hours to not even get a problem solved i only bought the discovery package as i was told i could use discount my hotel stays so this is absurd and flase advertising i would like to be contacted asap and i would like to no what action will be taken regarding these matters so please contact me asap
regards