AccorHotels
Reviews and Complaints

Burn at hotel Zam Zam Pullman Mecca

On 23rd December 2022, at breakfast around 06:45, I suffered quite a serious burn to my left hand at the Zam Zam Pullman in Mecca (Clock Tower). The burn was as a result of inappropriate poor quality paper cups which were provided and were not adequate for use for hot drinks. As a result the cup bent and the boiling tea spilt all over my hand causing significant burns to my left hand. I spoke to a number of staff in the restaurant of the hotel and also at reception. There was no assistance provided for medical care or first aid by anyone. I asked 4 people in the restaurant for help as my hand was burnt. I was in much pain and along with my 6 year old son. They ignored me, laughed at me and then refused to provide any first aid and I asked for ice which they would not put in a cloth for me. I attended reception at the hotel and was told I should return to the restaurant and complain to the manager. This was not manageable as I needed urgent medical attention; my hand was burning and I was in significant amounts of pain. Reception offered no assistance at all or suggestions on how to obtain medical care. I had to find and attend the pharmacy and obtain medication myself. I returned a second time, the following day, to obtain a syringe to drain the fluid from my burn.

I have photos of the burn and the subsequent blistering of my skin and the scar.

I complained to the deputy manager of the hotel, Faisal, and he offered very little in the way of explanation or support. He did not offered any medical support or other support. His suggestion was that we have breakfast the VIP restaurant the following morning. I did not take him up on his offer.

I am very disappointed and disheartened by the lack of attention and supported I received. I was distressed with a serious burn and in much pain and no one from the hotels team helped me or supported me in any way. I was ignored by one waiter, mocked and laughed at by the man who was at the entrance taking room numbers and told there was no First Aid kit, told by another waiter ‘Shameem’ that he could not put the ice in a cloth because ‘it’s not my hotel and I can’t do that’ and then another one brought it blue kitchen towel which dripped everywhere. I was dismissed by the representative on reception who offered no support or advice but instead burdened me further by asking me to return to the restaurant and complain while I stood in front of him with a burnt hand. I was left alone in a strange city, anxious, with a 6 year old, to find medical care for myself. When we were checking out of the hotel, Nawaaf and Shamma, staff from the hotel came to greet us and apologised. Our transport was waiting and so we had to leave and there was no resolution to the issue.

Further, my concerns about the type of cup they were offering guests to use for hot drinks was completely ignored. Other guests could seriously hurt themselves. The cups on offer are not suitable for holding hot drinks and they are carrying them across the restaurant floor to their seats in very busy crowded circumstances.

I would like to raise a formal concern and complaint about the incident with yourselves. I have photographic evidence which I can share. Please share an email address where they can be sent. I will also take legal advice in the UK on how to proceed with a complaint against the hotel.

I look forward to hearing from you.

W’salaam

Jamilla Rashid

Room number 2714

We also changed rooms as a result of broken air conditioning and musty smelling rooms at the hotel. We were constantly cold and sneezing in the hotel which isn’t good as we are all asthmatic and have allergies and my 6 year old son had an infection for which he was taking antibiotics.

I stayed at the Manchester Piccadilly Mercure for 5 days in November

4 days 20th-23rd November and one for the 24th November. The total amount was £886.54

I stayed in the same room for all of the week despite making 2 separate bookings.

I received 2 invoices when booking out. The amount had a total of £334.00. A discrepancy of £552.54

The invoice for the larger amount stated my name but had an address in Spain and the one for the smaller amount had my name and an address in London.

I live in Shropshire.

This is clearly a fraudulent practice and as I have had no response from the Reception Manager. I will seek external advice on this through Trading Standards and Police within the Manchester area.

I'm an employee under Accor for the last 3 years (Fairmont, Raffles and Sofitel the palm). I'm asking your help regarding my current working place (Sofitel the palm Jumeirah) i worked with the as a butler and they didn't follow the contract and i was working as casual in the back area never been assigned to any guest, and had mistreatment from my managers, coworkers and talent & culture team.

and my manager Ms.Yaryna Symotyuk been removed me from the duty roster for no reason.

however, i asked them to terminate my contract but they asked me to pay 7500 AED that i don't have, and they insist for that.

then i had to go to Dubai labour office to submit a complainte regarding my situation.

all what i need is my visa cancelation and i will leave immediately.

and now I'm in the company accommodation for one month struggling for my life.

please help me this all what i request for.

Dear Customer Service,

This regarding my reservation number LQXDLLNV stayed from 18-21 September 2022. I was contacted by IBIS Tunis Hotel requesting me for a payment as for them it’s not paid.

However, as per your email confirmation you sent me dated 15 September under “Toal price of stay”, you mentioned the Amount already paid: TND 462.22 and you mentioned Remaining amount to be paid at the hotel: TND 0.00

I requested my bank to check and I did not get the answer yet.

I appreciate your kind confirmation if the amount already paid. If not, then I will pay the hotel directly but need your confirmation that you will not charge me for it in the future.

Best regards,

Anan AL HAJJAR

+[protected]

anan.[protected]@yahoo.com

Am Platinum Member most of my booking AlBustan Novotel Abu Dhabi,

For the last 5 years am checking in this hotel I never has Priority welcome even the desk that says Priority welcome accepting random Guests i have advised the front couple off time but still no improvement. I hope that action will be taken because am fed up off waiting on line every time am there to check in

I booked 6 nights at Mercure Grand Large Granville, France then cancelled within the cooling off period.

Booking for Sept 30th to October 6th 2022 cost of £564.19

Booking reference, LQXDHCTR, cancelled booking no. 2894

I have not received the payment back.

No response to emails that I sent to the hotel.

I have called the hotel but my french is not good enough.No english speaking staff available

Having booked for the night at ibis Styles Poitiers Nord hotel on 23rd September when we arrived we found that even after the cleaners had cleaned the room there was an old sweet paper on the table, a pungent smell in the corridor, stains on the door, and a lot of room entrance door paintwork peeling off. (generally poor maintenance!) After driving for 5 hours from the south of France we found it so depressing we decided we couldn't stay. We didn't want to drive into the city of Poitiers and so reluctantly decided to drive all the way home to Brittany (11 hours on the road at nearly 80 years of age I am very sad at the outcome. A very disappointed member of Accor!

Guy C Barnard

Reservation code LRHLBVLD

Booking Ref. # SFX7T4

Booking Confirmation # R3649847900

Booking Ref. # [protected]

Booking Confirmation # R3649881104

After communication with hotel I finally booked 2 rooms at Novotel West Manchester England. from Monday 22nd August 22 to Wednesday 24th August 22.at an agreed rate of £208 per room 2 nights.

While doing the final booking on Sunday my call was redirected to another of your sites. Communication VERY difficult, operator had problem understanding we were in UK. tried to finalise booking in dollars however I had been give prices for the cost in sterling and I insisted the rooms were charged in UK £.

i then received confirmation by email and discovered all charges had been made in dollars. the Prices were considerably more expensive than my original quote and I am still receiving charges on my bank account for conversion charges.

Needless to say I am extremely upset that such a simple operation - to book 2 rooms has become an expensive trauma. I am yet to find out if I have paid a surcharge for the call which transferred.

received a call from a male on my mobile,offering me a $399.00 membership for benefits from your group worldwide.This was an offer not available on your websites. Person only knew of my recent stay at Ibis Brisbane Airport. Stated I was a frequent user- I am not one. The conversation did not ring true to me as he also quoted more "Mantra" bookings than anything. Was unhappy that I declined to "buy in" and wanted to know why not. This special offer was NOT on your websites. Tried ringing the caller back and was advised - by automated reply from Accor Plus Melbourne- that the office was closed due to an emergency: the mailbox was full and couldnt accept any messagesl: there was an error. ALL in one message. Seemed very strange indeed. Phone number displayed was 03 [protected]

Is it a scam? Has there been a data breach? Has someone/ staff member sold a client list on the internet? Should I report this to Scamwatch? Or a Current Affairs type program. The offer is on your Accor Plus website. Did the caller just get it wrong.

Hi

We would like to share our experience in Novotel Phuket Vintage Park Resort.

I have checked in this hotel on 15 August 2022 with my family and check out on 20 August 2022.

My Room Number is 5212

My name Ravinder Kakar

we had very bad experience about this hotel which I would like to share with accor group.

1. Housekeeping service is very slow no one comes to clean the room only they come once you call them 3,4 times.

2. Breakfast Service is very very slow no one’s come to pick up the empty plates since we are doing it by ourselves selfs.

3. Third point is very scary and bad experience I could not believe it’s a 4 star hotel. we found a very big lizard inside our bed room specially on the bed which was very much scary and my small child who’s is 6 years old could not able to sleep all night because of the experience.

I request you to please look into this matter immediately and resolve this issues in this hotel.

Ravinder kakar

+91 [protected]

Booking Reference LCJLDSRX - Cardiff - 05/07/2022-07/07/2021

Several days before our arrival we were transferred to to an Alternative hotel, Sleeperz. I sent the following e-mail to the Ibis in Cardiff - I did not even get an acknowledgement of the e-mail, never mind the complaint!

As a long standing user of Ibis in the UK and France, I am not sure I want to continue my membership and will look elsewhere due to this lack of customer care:

E-mail contents below (and I have sent it to Cardiff a second time)

I was very disappointed that my booking, made several months ago, was cancelled just before our arrival and we were transferred to another hotel, Sleeperz.

We struggled to find car parking in the Centre and so enquired at the Sleeperz reception. They gave us a postcode and directions to a car park which turned out to be a private BBC staff car park!

I booked 1 double and 1 twin room at The Ibis with breakfasts included. On arrival at Sleeperz we were informed that all twin rooms were bunk beds, hardly appropriate for guests in their late 60's! Whilst the staff did their best to accommodate us, the rooms and breakfasts were not up to Ibis standards.

As this was supposed to be a like-for-like booking I certainly don't think it matched up to Accor standards.

Regards, a very disappointed customer,

Terrible customer service. Rude and disrespectful restaurant staff. The hotel provided us with a room that had a broken sink, broken glass on balcony, rust and hole in the roof above the and calcified rain-shower. Housekeeping have a habit of taking all linen and towels out of the room and not replacing, we had to make our own bed. The only thing this hotel has going for it is the view. Breakfast items are cold, even the hot ones on the buffet. The hotel is always over occupancy and understaffed. We stayed with this hotel for over a week and the hotel failed to address our complaint correctly in person. We wrote a full three page complaint letter and provided imagery and explanations for everything wrong with our room. The hotel did not care and still charged us over $3000 AUD for the 5 nights in a room that was missing items, amenities that were not replaced, a room service phone that did not make calls, wifi internet that does not connect or is stable and room service that takes up to 2 hours to deliver a bottle of water, because housekeeping did not stock the fridge daily. We gave the hotel a second chance and stayed with them on our last night in Paris, they promised to resolve everything that was wrong by way of a credit with ACCOR or discount across the entire accommodation, however when we returned they provided us with a worse room, 2 deflated balloons and 8 fake rose petals on the bed. Hardly an apology or compensation. The language barrier in this hotel is severely misrepresented by the property and the hotel staff say yes but do not follow through with lots of empty promises. We will not stay here again and highly advise against this property. We will be uploading imagery to support this review within the next 5-7 days pending the hotels response to our complaint email and letters that have since checking in continued to go unanswered and resolved.

I was bill 2 times for a meal

I have sent many emails to the hotel and have still not received the reimbursement the amount over paid

the hotel is Mercure Paris Saint Ouen

115 avenue Gabriel Péri

93400 Saint Ouen

Tel : +[protected]

Fax : +[protected]

Email : [protected]@accor.com

I have been a member for over 20 years and have never been treated

this way

booking Ref: LLGDLPPS

I booked my stay via my members app from Monday 20.06 to 22.06. I was travelling in from Toronto, Canada on a overnight flight leaving Sunday 19.06

The flight was cancelled and i notified the hotel front desk at 3am CET and spoke to Reza. He informed me that he would have to speak with the morning manager when he started his shift at 6am

I told Reza i would only check in the following day (21.06) and would require 2 rooms for one night...totaling the payment that the hotel already charged me.

since the hotel was fully booked they could not accommodate my request. Buts still charged me for both nights.

I will be taking this matter further if i am being penalized for no fault of mine!

Thank You

Jason Harris

Paid for 3 rooms for 7 days in royal beach hotel seminyak bali precovid. Hotel gave us a credit and we booked for november 2022. Hotel has since shut down and is up for sale. As I booked this hotel with accor I have sent many emails made many phone calls over the last 4 months. I have been given a case no but no one is communicating with me.

I would like the refund asap as we have had to rebook accomodation yesterday.

I think I have been patient and I do not want to keep ringing an emailing.

It is $4,500 aud worth of accomodation so im not going to let it go.

Thanks

To whom it may concern,

I am writing to you to lodge a complaint in regards to our room we arrived to at Ibis styles Canberra 203 Goyder street, Narrabundah, 2604 Canberra. for a total of 2 nights from Friday 20th may 2022 - Sunday 22nd May 2022, we where to be staying in a 2 bedroom apartment with balcony on arrival we where told our room would be $604 which was not the price booking .com had allocated after showing reception the price of $496.00 we where charged this and given the key. On arrival to the room we walked through the private entrance that was covered in spiders and dust plus the floor was not vaccumed, we entered the room to be hit in the face with a absolute terrible smell the carpet in the lounge area was covered in water and Mould ( see pictures) the floor in the apartment was not vaccumed, there was even bugs under the bathroom vanity. all surfaces where covered in thick dust, all lights covered in bugs, bed was not made, the microwave was filthy and also all of the kitchen. I had management come and view the room I also notified management that on my booking it specified to have a balcony and was told the rooms were not clean and we had to be put in this room he was not helpful and we where refused a refund put in a second room that was just as bad and still had empty bottles of shampoo in the shower. we arrived after 6pm so had no choice to stay the night in the absolute filth, meanwhile there where many rooms in complete darkness and told he would have to put us in another room and was put in a room less value of the room we booked. was told we would be refunded the difference in price still have not be issued the refund. Saturday morning we packed our stuff and left and went to stay at Rydges in Canberra left shocked and disappointed to say the least especially when we where refused a refund. I want this taken further as we has to pay for additional accommodation to get away from the absolute filth and mould. This property and the services it provided was shocking and staff where rude and not helpful.

A small feedback about Royal St. George’s, interlaken.

Checked in this afternoon. We are travelling as a group of 4 - 2 adults and 2 kids (1 year old and 6 year old). This specific information was conveyed to the hotel well in advance. In spite of this, we were given an extremely inaccessible room in a separate building devoid of an elevator. I asked the front office manager, who already had an overtly racist tone towards me as compared to a white couple who was attended to before me, to give an accessible room better suited for a family having 3 bags and a baby stroller. The guy, Karim Mohammed flat out refused it without even checking his system. I asked to meet the general manager. Some guy dressed like a mafia don appeared after a few minutes and yelled at me from afar, “No Rooms” at top of his voice. It felt like the hotel was owner by this ruffian rather than the accor group. Forget the Swiss hospitality, it felt like we were some third world citizens deprived of basic human decency. Then the front office staff proceeded to cancel our booking without even informing us initially leaving our family - a young couple and 2 very young kids stranded at the reception. Our fault? We simply wanted to be treated equally. But apparently we were being disrespectful because we wanted an accessible room and because we wanted to see the general manager. Also, the general manager was dressed in casual clothing with a belt buckle as loud as American cowboys without any hotel identification.

The room was booked under Mr Money Munot. We finally had to find room in a different hotel which is pleasant but it really makes me question my personally belief of ever being associated with accor group.

Please cancel my membership. I can take anything from anybody but being treated par to a white man because of skin colour, I can’t.

Hi sir,

My name is poovizhi chandramohan. I have booked in mercure darlington kings hotel from may 6th to may8th. I have experienced worst experience in my life.

1) the room was tiniest to the core. -> even that I cannot crib about more.

2) as soon as I entered the bathroom, I saw the bathtub uncleaned - when I report in the reception at 1pm, the manager (lady) came very cool and said, this is how it will be, it is rust in bathtub. We cant do anything for that. She said and went away. Is this the quality you give in a four star hotel?

3) I really couldnt do anything immediately on the above reaction of the manager. I got into the bathtub for a shower. The shower temperature adjusting handle fell on my leg. This is totally unacceptable from a four star hotel. I complaint again in the reception, the same lady came and answered as usual very cooly, "oh are you hurt". She bothered nothing about the poor maintenance. Then when I started arguing, she said, she cant talk to me anymore. If maintenance guy is available, she will send him. Heights of ignorance on customers.

Shortly one other manager came with a maintanance person. She was full of smile on her face and bossing me to stop talking.

The maintenance guy said very cooly, there is nothing big, just a screw is not there. So it fell off on your leg. What a super service a four star hotel is offering.

I really want to raise a police complaint on this issue.

But whatever I do, my next 2 days are going to be wasted because of your hotel. I paid 142 pounds for this worst service trusting this is accor hotel. Money, time, trust all gone in vain.

Hope you take proper action on this.

Thanks,

Poovizhi chandramohan

I have sent this complaint directly to the hotel 3 times (on 15th, 19th & 24th April 2022) and have heard NOTHING!

Good morning,

We have just returned from our holiday so am sending this at my earliest opportunity.

We stayed at your hotel in a family room the night before we flew out of Birmingham airport. We booked this as part of a package which included parking too with Holiday Extras. This all seemed really convenient……….but turns out it probably would have been much less stressful to stay at home and travel early the next morning.

Our room number was 309 and there were several issues with your hotel and staff from start to finish – so I will list them below:

During check-in we were told that the sofa-bed in our room was not made up yet (for our 8-year-old daughter) but he would send someone up ASAP to sort this for us.

We were also asked at check-in if we would like to make a dinner reservation as the hotel was busy. We accepted and asked to be booked in for 7.30pm which he noted down.

We then went to the bar for a drink and the queue was 5 deep at the bar. They had run out of glasses and there were dirty used plates, cups, glasses & cutlery strewn all over the bar area.

We went to the restaurant at 7.30pm for our booking – and they didn’t have any record of us! This had not been booked for us. Thankfully we were able to get a table but this could have been very different!

We returned to the bar for a drink to take up to our room and again queued for 20 mins at the bar and when we got to the bar all the staff were [censored]ing about other staff

We went back to our room around 9.30pm and the sofa bed still was not made up. Our daughter was tired and wanted to go to bed so we rang reception but there was no answer.

So my husband went down to reception to ask if this could be sorted. The staff were extremely rude and explained they would try to get this sorted but didn’t know when as the hotel was so busy.

We waited 45 minutes and no-one came

So we called reception again and when the phone was answered the lady explained that this “wasn’t her job” but she will contact someone to sort this.

We waited another 15 minutes and no-one came

So my husband went down to reception and demanded that this was sorted immediately.

So the guy on reception followed him into the lift and got off on floor 2 to collect the bedding and then came to our room 10 minutes later

When he got to our room he only had a sheet and a duvet and explained there were no pillows left as the hotel was so busy

He then didn’t know how to work the sofa-bed so my husband ended up helping him turn the sofa over to get it to work

He then gave us this email address to complain to and explained “this sort of thing happens every weekend”

My daughter finally went to bed at gone 11pm due to all of this

On top of all this, my daughter left behind 2 cuddly toys in the room (a Hamleys grey owl and a yellow duck) . We didn’t realise until we were about to board the plane – so I telephoned the hotel and the lady explained she would speak to housekeeping and call me back or email me as I may be on the plane by then. I have never received a call or an email. Do you have these toys?

As I’m sure you will agree, all of the above is totally unacceptable. If your hotel is so busy that you don’t have enough bed linen for all of the guests then there is something seriously wrong. I would also send all of the staff we came into contact with on a Customer Service course as what we experienced from them was disgraceful.

Please let me know if you require any further information from me. I expect to hear from you soon with a response.

Hi Sir/Mam

I have been a member of Accor Plus since September 2021. Unfortunately, I would like to inform you that my experience with your team has been extremely disappointing for various reasons.

Firstly, I tried reaching the help desk for booking my complimentary stay, which was promised to us while selling the membership by your team. I was told that I just need to inform them 7 days prior to the date of the stay. I contacted the help desk through the India Whatsapp No. given to me, but the response time was almost 72 hours against the 24 hours promised by you. Finally, I had to complain to the executive, Namrata (Mumbai), who had sold me the membership and then I got a call the next day. Still, I did not get the tentative dates that I needed to book. I was given a window of 10 days.

My second concern and complaint is that I was misinformed about the Pet Policy followed by Novotel. The only reason we bought this member was because we had adopted a pet and wanted to travel with him.

Namrata from Accor Group (Mumbai office) informed us that Accor has a free pet policy. Now, at the time of booking the room, I was told that I had to pay extra for the pet. I called Namrata again and she once again said that pets are free. No extra charge has to be paid. Throughout this time, no one mentioned that this came with conditions like breed of the pet and weight of the pet.

Few days later, I tried calling Namrata again. But she did not take my call. I tried at least 6 times. All my calls were unanswered. Here, I felt insulted because the basic rule of good customer service is to at least answer the customer's call.

I received a call from Manjri. Once again she was unclear about the pet policy. She said she would revert in a day, but again that did not happen. I had to make a follow-up call.

Now, the purpose of this mail is not to cry about your policies or extra charges. My main purpose is to highlight the kind of treatment your team members give to us, the lack of communication between the team and the customer, and the fact that the team is so unaware about the hotel's policies.

My family is highly disappointed with the service and we feel cheated.

I would like to mention here that despite having the membership for almost eight months, I haven't used any free voucher yet. This shows that as a customer, I am not after discounts and freebies. I am only looking for a good experience for my family. Also, even before becoming an Accor member, I have stayed at Novotel Dubai and Novotel Singapore. I was happy with the hotel then. Now, I am an Accor member, but I am highly disappointed.

My humble request to the authorities is to return my membership money because I would not like to continue with a group that mistreats its customers.

I hope I will not be disappointed this time.

Thanks and Regards

Simran J. Bal

[protected]