Accor Plus
Reviews and Complaints

I booked a reservation at the NovotelTwin Waters resort to stay the night of 7th September for one night with my family, I provided my membership number at the time of the booking and was assured the points will be allocated to my membership. I called a week after my stay and was informed I should wait a few days.Due to no points had been allocated, I emailed Twin Waters Resort, providing a copy of my reservation and did not get a reply. I phoned last week and was advised by one of your representatives that she will look into it and would call back last Tuesday and still no contact has been made. I am a very patient person but this is just not good Customer Service from the initial booking of the accommodation and and still nothing is . Please contact me as soon as possible to have this rectified. My phone number is [protected]

24 September 2019

Good afternoon

We have just returned from the SO Amazing Chefs Bangkok.

I draw to your attention the following, which caused the collective group considerable distress and disappointment:

1. The itinerary was unilaterally changed on very short notice - the tour of the floating and railway market scheduled for the 20th was brought forward to the 19th, with notice only given on the evening of the 18th;
2. The optional tour scheduled for the 21st was cancelled completely, and when objection was taken to it, we were informed we needed to opt-in before arrival. There was communication about this. Accordingly, additional costs for an alternative tour were incurred (4, 360 bt) by us.

Overall there was a distinct lack of communication about the program and events when at the hotel.
I suggest you survey each person who participated in determining for yourself the groundswell of disappointment.
It was our first such event, and it has left us very cautious about future participation, being left very vulnerable and upset.

I request a refund of the optional tour which was not provided.

Regards

David Cormack
[protected]

Your sales person roopa is seriously out of her mind firstly secondly I would like you to remove or else you will loose many customers! She promised me many things when she sent the person to my house for money and she took 15750 from me for my membership and she didnt gave me the coupons which she promised me but before that also I told her that I want to cancel my membership but she said the process will take 7 days and i told her that I want it before going to Goa but She said that your membership will be cancelled And when I m in Goa she sends the membership to my place and she was very unethical and very ill mannered and no respect towards your customers at all. I want my money back or else I'll file a complaint against you guys in the court and even your online employ Mayank sharma said you will get your money back...!

Hi I don;t usually complain but I have got really stressed trying to resolve an issue so want you to know of this and actually resolve it for me. 5 days ago I got rung out of the blue and offered a membership for NZ$395. I a freind prevously said this was a useful thing when you are a regular traveller. I was told I would receive an email confirmation. I had no idea of what I had signed up to (ie not even the name of the programme) all I knew is that it was to do with Acor. No email arrived. I tried contacting the call centre and went to an answer phone and left a message. Over the last 5 days I have tried calling tried 9 times. Twice I left a message and have yet to get a reply. Twice I actually got to talk to a real person. Once (early on) someone rung me to say my email had bounced back. I gave the person my email again, plus an alternative and waited to get something. Still nothing. Seems like 3 x the email has not been correct at your end. Still don't have any confirmation of what I have paid for and what I need to do to activate it. One phone call answered the guy gave me a number 30840948797068AG Do I ultimately get something in the post that acknolwdges what I have purchased or is this a scam. If it isn't certainly not liking your view of how you value the cistomet experience and not actually that keen to use your services There are no categories in field below for poor customer service that i could see so picked a random one- assuming you contract out your call centre

I have taken Accor plus membership after lot of follow up from their team. My membership no. is

​3084094 [protected] 2

Due to marriage functions in my family and later on due to death of a very close relative I could not use my vouchers in my extended time. So I requested for one more extension of few vouchers. But the team here simply refused to cooperate and extend the date on the vouchers. If the members like us are unable to use vouchers due to genuine reasons and the membership program is made in such a way that even I can not ask my son or daughter or my parents to go and use these vouchers instead of me to enjoy the benefits of the program then what is the use of it. People like us will never become members of your program again.
Hope by raising the complaint here I will get a possible solution and will be able to use vouchers which are recently expired or atleast gift it my dear ones.

Attaching herewith the mail I had sent...

RE: Membership issues
Inbox
x

Accor Plus Member Services
May 10, 2019, 1:03 PM (6 days ago)
to me

Dear Mr. Mehta,

Greetings from Accor Plus!

Following up with the concern you have shared regarding the re-validation of the vouchers again, As per our previous conversation we have already informed you that it wont be possible to extend the dates of the vouchers which were already extended for 3 months.

For any further assistance please feel free to contact centralized member service department @ 1800-200-7172/ 1800-419-7172. (Monday to Friday 9.30am-6.30pm)

Regards
Accor Plus - India

From: 6019493 AMIT H MEHTA
Sent: 9/5/2019 7:56 PM GMT+05:30
To: india@accorplus.com
Cc: consumercourtonlinecomplaint@akosha.com; raj@ashish81.com
Subject: Re: Membership issues

REMINDER...HAVE NOT RECEIVED YOUR REPLY TILL DATE!

Amit H

On Mon, May 6, 2019 at 6:45 PM Amit Mehta wrote:
Hi

I am a Silver member of your program. This being the third year. My membership no. is...

3084094 [protected] 2

Your membership program is made such a way that I am unable to enjoy major benefits due to social and business obligations. I am sure there would be many members like me who also are unable to enjoy the benefits of the program. Which you can very well check what I have used until now. Even I can not gift coupons to my children or close relatives.

Owing to my children getting married in the month of Jan & Feb and death of a very close relative in the month of March I was not able to use certain coupons of last year which were extended till 4th April. On requesting to extend it for couple of months more to Ms.Shweta Suvarna who is our contact point for last couple of years, her reply was negative.

I am really disappointed with her reply and limitations of your program. Does this mean that you want only money for your organization and not care about your members?

I hope by raising my concerns at your level I will get favourable reply and get the extension for couple of months more. And also you will consider certain flexibility in the program
and allow family members or close relative to take benefit of the program

Awaiting your prompt action...

Thanks in advance

Amit H

Dear sir,

I tried to complaint in jakarta but nobody help me, therefore I try to contact you too, hopefully you can help us with this matter.

On april 24th, 2019 I was contacted by nunie as your marketing to join accorplus and promised that I will get 2 nights free at sofitel bali on lebaran holiday.
On april 25th, 2019 I dedided to join.
Today, may 6th, I try to booked for this hotel and the accorplus complimentary cannot be used as promise.
I contact nunie, she was very rude (so far from the time she was asking us to join) and blaming me for booking now.
Now is more that 30 days from the date I was going to book.
She said she told us to book far far further away to used the program but she did not say that!
Even if she did, should we booked 2 months ahead?
Last week I don't even have an id.
If she told me that I have to booked a hotel more that 1 month before, I wouldn't want to join at the first place.
I am a good member of hhonor and ihg with good record all over the world.
This is my first time meeting marketing that so rude, giving false information and blaming the customer.
I have record all the conversation with her in whatsapp and I believe you record my phone conversation with her.
I would like to cancel my membership!

More than my complaint above, just now she whatsapp me and said that she studied psychology, and she said that I was a bad person, and she swore that god will punish me and so on and so on. She keep sending me bad message and really annoy me. We have all proof on my phone.

I cannot email your customer care more that 256 character.
All your customer care phone said they will talk to nunie - which not solving any problems.
Is this how accorplus works?

I need information asap

Thx

In November 2018 I signed up for an Accor Plus membership. The salesman was very convincing over the phone, he has called me on my work phone and I asked if I could think about it but he wouldn't let me go and added all these extras on my membership so I signed up in a matter of minutes, the call was over. A few days later I was looking into the membership further and realised I have no use for the membership and read the T&Cs to find out there was a 10 day cooling off period.

I contacted Accor plus to have my membership cancelled and my fee refunded. I had to try contact them continuously for over two weeks for someone to finally call me back on 17 Dec 2018. The representative over the phone tried to convince me to stay but finally agreed to cancel the membership and assured me that the funds will be refunded as I had asked for a cancellation within the 10 day cooling period.

Since 17 Dec I have been asking for my confirmation of cancellation and my refund NON-STOP. I've continuously tried to contact them. I even posted on their Facebook and that was the only time they replied, asking for my member number. I replied with my member number and then no reply again. It has been almost three months and I would just like to have my membership cancelled with a confirmation and my money returned to me.

I was mislead/scammed by the phone sales member called Nicholas promising we could stay at the properties I mentioned & that I could take my free night at any property the group owned and also 50% off all other accommodation and services during that year. I was mislead and it's all a sham, unhappy & want a refund while I'm in the cooling off period

We have opted for GOA Regional package after detailed mail from Ms.Rakhi Vaid..
After pursuance we received pack on 18th May, to our surprice ALL coupon Certificates are showing MAYSURU, which is usweless to us. Immediately we wrote detailed mail to Ms.Rakhi Vaid by escalating issue on same 18th. Even after 48 hours there is No response from her or team. Now our trip to Goa is already booked and we are starting on 28th. pl do needful

Hi, I'm writing to complain about the membership renewal team, I'm from Hong kong, got a membership sales call weeks ago from " wing" her name. I already explained for 20 min I don't need this card anymore after it's expired this year, I just don't need, she kept annoying me asking why .after this call there's another lady called week after, same question I explained again just don't need the card since I don't really travel or eat or drinks a lot with this card, I told her to stop calling and I'm not gonna use it. I understand that's her job but that's really too much.
Today, a lady call " may " she called 3 times again! I told her I will stop using your group if she is still that aggressive, she didn't listen at all just kept talking. I was really pissed. Sorry but it's really a big damage to your members and for your business!
Please follow this up and I'm looking forward to hearing from you soon.

Your sincere,
Flora Chow

ACCOR Plus is a Trap – Hallo AGODA, I am back!

“Booking engines like Booking.com and AGODA.com are taking too much from the hotels”. You might have heard about this. For me hotels should be fast and convenient and close to the places I am visiting. To be more fair to the hotels I decided to use ACCOR and used my existing (old Accor membership cards) instead of the booking engines. This was a big mistake. Accor mixed all up, and final they even deleted all my previous history. My conclusion: DON’T PREFER ACCOR MEMBERSHIP.

Since I started with ACCOR hotels I asked the people in the reception when I enter: is my stay credited? They said “yes”. I knew that I had at least two (but very old) accounts and asked the staff to bring it together. They said: “we will forward it”. The system told me, when I booked online, that my card was expired, but they kept the status (silver) for the booking and I got the 10% membership allowance. So I started to ask for a new card at the reception when I had a minute. After a while I started to contacted the member service.

It turns out that I had one Accor “Plus” membership, which is only available in SE/Asia. The “Plus” starts with a fee and some advantages, which however are complicated to use for me. I knew that I had one Accor “Le Club” membership but somehow the guy at the Member Service of Accor Plus found even two active accounts with points on it. I asked to merge all accounts. They refused. I asked to speak with his superior/department head. As a result I got a mail with the text: “…we cannot see any details and manage your account any more”. Same day all the existing bookings has been deleted. Also I can’t find the existing future booking in the system any more. I had to call the hotel in Germany and asked for the confirmation.

Obviously, this was not what I expected. Hallo Booking.com/AGODA: I am back!

Best Regards,
Sebastian J Schmidt

These booking has been made over the last few month with ACCOR direct:

NOVOTEL IMPACT BANGKOK
Confirmation Number: 1316192 (1Night)
Arrival 19-10-16 Departure 20-10-16

NOVOTEL BANGKOK ON SIAM SQUARE
Confirmation No. FBVSCKKN (2Nights)
Arrival Date/Time: 17 01 2017 to 19 01 2017

NOVOTEL BANGKOK ON SIAM SQUARE
Reservation number: FDFSCZCJ (1Night)
Date of stay: From 13/02/2017 to 14/02/2017

NOVOTEL BANGKOK ON SIAM SQUARE
Reservation number: FDJSFLQC (1Night)
Date of stay: From 16/02/2017 to 17/02/2017

IBIS London City - Shoreditch
Your booking: FFBDKTFT (1Night)
from Friday 03/03/2017 to Saturday 04/03/2017

NOVOTEL SAINT PETERSBURG CENTRE
Reservation number: FFCDKRTB (1Night)
Date of stay: From 04/03/2017 to 05/03/2017

MERCURE HOTEL DUESSELDORF ZENTRUM
Buchungsnummer: FFGDCJPS (2Nights)
Aufenthaltsdatum: vom 14.03.2017 bis zum 16.03.2017

GRAND SUKHUMVIT HOTEL BANGKOK
Reservation number: FFWSCHMQ (1Night)
Date of stay: From 20/03/2017 to 21/03/2017

BANGKOK HOTEL LOTUS SUKHUMVIT
Reservation number: FGQSCTGZ (1Night)
Date of stay: From 03/04/2017 to 04/04/2017

Novotel Bangkok Impact
Booking number FHDSDJPS
From 03/05/2017 to 05/05/2017 (2 nights)

Novotel Bangkok on Siam Square
Booking number FJPSGFMR
From 12/05/2017 to 13/05/2017 (1 night)

Novotel Saint Petersburg Centre
Booking number FJXDHCRD
From 19/05/2017 to 20/05/2017 (1 night)

Mercure Singapore Bugis
Booking number FKFSGWXL
From 24/05/2017 to 26/05/2017 (2 nights)

Novotel Munich Messe (FUTURE)
Reservation number: FGSDGVQS (4Nights)
Date of stay: From 29/05/2017 to 02/06/2017

I took the membership because I was planning to go to new zealand. While taking the membership, they tell you lot of things, which they don't seem to have in hand. The list of lies told to me to sell their membership are given below
1. Adventure activities discount: I would get 10% to 15% discount on adventure activities by flashing the membership card. In real, no one even recognized what is accor plus.

2. Room Upgrade Voucher: I was told i can use room upgrade any accor group hotel in the world. In real, no one gave a peanut as complimentary.

3. Cake Voucher: I was told the cake voucher can be resdeemed without any billing done at the hotel. In real, the hotel told i need to do a lunch or dinner billing to redeem the complimentary cake voucher.

4. 50% Disc on Food: I was told I would get 50% off on my food bills in all accor group hotels. In real, Sofitel Mumbai didn't give discount as according to them all buffets are not included in the membership. (Accor Helpline clueless about this issue)

5. No Revert Till Date: If you have any problem (I had soo many), they say they will look into the matter in give a call back in few hours. In real, none of problems were resolved, or have ever ever ever got a call back.

There were many more issues, but these should be sufficient enough to think twice before taking their membership.

I want to share my bad experience with Accor, hopefully others will stay away from them

I & my husband joined accor advantage plus and our membership ended Mar 31, 2016. As accor member, we have privileges 4 (four) free night stays at Accor hotel. From our experience it's very difficult to get your free night at popular hotel, as the availability is so limited.
We planned to use our free night compliments at Novotel solo (Mar 25, 2016), the Phoenix Jogya (Mar26, 2016) and Novotel Jogya (Mar 27, 2016). We got email confirmation already for our reservation.
Unfortunately, when we checked in at Novotel Solo, the manager said that we can't use our free night as it's not available according their system. So we're fully surprised to know that as we never use our compliments. Then we asked them to check with accor, but as it's Friday and public holiday and they can't check it. So, that night we have to pay the hotel.
We asked the phoenix and novotel jogya solo, and they faced the same problem, no compliments available at our card.
We decided to go back to Surabaya, so Accor just ruin all our holidays planning.
On Monday, Mar 28, 2016, we called Accor Surabaya, and we pass our complaint also by email. After they checked, they admitted that there was system error at them.
So, they want to return our compliments to our card but the problem is the time. Accor only can provide us 5 weeks to use it, so it will be until Early May 2016. We are fully upset with their solution as we can't use it within 5 weeks only. They do wrong in their system bu we have to bear it.
Therefore, our conclusion for this matter, actually there is no advantage join with accor membership. I write my experience so others can rethink before they joint with this membership.

Grand Sukhumvit (ex Sofitel) managed by Accor

Accor and AdvantagePlus they always find new ways to cheat the customers.
Last experience: they don't charge you as usual and every where in local currency. So on friday, 5th february. In the ex Sofotel managed Grand Sukhumvit they charged my Visa Lufthansa Gold Card not in Thaibaht sondern directly in Swiss Francs at a Change from 29 instead of 31.
Using the AdcanatgePlus card in 1 from 3 case you will get troubles to get the menber discount. And most of the Accor Thailand Hotels denied AdvantagePlus member Late Checkout - even against payment. The good stadd from Accor AdvantagePlus leave after a short period, but the lazy mangers Mc Kenzie and the lying Miss Kanchana are always the. That's the reason why AdvantagePlus Cardholders always stop this membership after a short wile..
It's a pleasure to be Guest in Starwoods Hotels it's a nightmare in Accorhotels in Southeast Asia. ucg, journalist IFJ, HCMC VN