ALL - Accor Live Limitless Reviews 

This is about Ibis Stopera in Amsterdam, its okay hotel but in the season its expensive if you compar what you get. Breakfast is nice but it could have more variety. Location is good but internet was super slow. rooms are very tiny and bathroom is not very comfortable.

The loyalty scheme is a total con. You don't get rewards they state you will. Full of excuses and don't even reply to messages.
Do not use. Zero customer service.

Cambridge North air con non existent and then no response from email told to complain to and no one answers the company complaints line

As context, I am an ALL Platinum member who has had to deal with Accor customer services on two occasions. On both occasions, I was very unhappy with the service received by phone, whatsapp, and email.

On the first occasion, I asked for help to add promotional nights to my account, that failed to be added within 10 days, despite me meeting all terms and conditions. I tried to resolve the issue through whatsapp but was left frustrated as the customer service agents did not understand the issue, despite my multiple attempts to explain it in different ways. I then tried to email my issue, and I was incorrectly told (by a "Shaunagh", a senior guest experience specialist) that I did not qualify for the promotional nights. Since this was wrong information, I questioned it, but I received no replies to my further emails. Two weeks later, I was granted the promotional nights on my account (this resulted in me missing out on Platinum benefits on three stays).
The second time was due to a bug on the Accor app that resulted in me being charged twice for a room, despite me not having any reservations on my account. I tried to resolve this by email, but my email was ignored. I then called the customer services by phone to explain the issue, however, the agent ("Rudolph Louie", a customer services agent) said there were two non-refundable reservations under my name and these reservations were cancelled an hour later, so I would be charged in full. He concluded that the issue was my fault despite being unable to provide any evidence to me that the reservation was successfully made. He did follow up with the hotel and copy me in the email as I requested, but he has not followed up by email to resolve the issue since despite me having sent two follow-up emails over the last few days.

Overall, I am very surprised that Accor treats its customers, especially those who have achieved Platinum status in this way. I would recommend prioritizing other hotel chains to gain status, such as the Marriott and Hilton, who have respect for their customers.

I stayed at one of Accor hotels (Adagio Access Nanterre) in Paris in July 2026. The heat outside was unbearable yet the aircon in our room was not working. The hotel failed to address the issue during our stay and advised to contact the hotel email for compensation. Guess what - nobody answered. Accor corporate does not want to have anything to do with the complaints related to what happened at the hotel - they don't even have a process to submit a complaint, or have a complaint email.
The lesson learned here is that although one may think that the Accor name gives any presumption of quality, in fact you may be dealing with the third world management directly. Buyer beware

This company and their associated hotel the Mercure in Tunbridge Wells do not answer emails.
A simple complaint about breakfast that needs a reply. They simply aren't bothered. 4 Star ? Really?

Absolutely horrifying for such a big chain with nice properties. How is it even a thing? Customer service non existent.
I booked pay on the arrival rate with free cancelation. They charged me anyway but reservation still says full amount due on arrival. No response no emails, their idiotic phone support says no, I didn't pay and it's pay on arrival. I canceled, but never got the refund. Im absolutely shocked by this, no response from them whatsoever. I end up doing dispute transaction with my bank, which I'm not a fan of.

Stayed at the Mercure Maidstone in July to perform at a local music festival. Two of our four rooms had broken showers. We reported and went off to do the festival. On our return we were told they couldn’t be fixed and we would just have to use the public showers. Unacceptable. Eventually another room was found for me but when I went to move in after midnight there was already a couple naked in bed in it. Reported it and staff shrugged it off and, despite being told the hotel was full on several occasions; another room magically appeared and I finally got my shower. After posting the story online I was told to contact Accor customer service which I did but have received zero response from them. Am now taking the story to the media as a result of their complete disinterest in what is a serious safety issue.

I use Ibis every chance I get. I booked 5 nights last Oct.'25, and I love your approach to running a modest hotel. I just booked 4 nights in Paris.
You seem to provide everything a traveler needs, with a smile. Thank you.
Susan van der Aarde

This relates to the U.K hotels. Many are closed to the public but bookings are affected and then cancelled at the last minute, leaving you searching for alternative accomodation at the last minute. Avoid!

⭐️☆☆☆☆ Deceptive "Best Price Guarantee" & Broken Loyalty Promises

I am writing this review directly after checking into the property, deeply frustrated by the complete lack of accountability, deceptive policies, and poor customer service I have experienced through Accor and this hotel. I originally booked a non-refundable stay directly through Accor, trusting their advertised "Best Price Guarantee." Shortly after completing the reservation, I discovered the exact same room for the exact same dates available on Trip.com at a significantly lower price. The price on Accor was AUD$1000.05 while the price on Trip.com was AUD$736. The rate on Trip.com was publicly accessible without needing to log in, and it explicitly included all taxes and applicable fees, satisfying every single condition outlined in Accor’s price match terms.

When I submitted the official Best Price Guarantee form along with timestamped screenshots clearly documenting the lower price and matching criteria, I was met with endless deflection and nitpicking. The representative repeatedly declined the claim using arbitrary excuses. After submitting additional screenshots proving beyond any doubt that every criterion was met, I requested that they at least offer complimentary breakfast to make up for the discrepancy. Instead of resolving the issue, the representative simply washed his hands of the situation and hand-balled my request to the hotel manager.

The hotel manager finally got back to me on the day of my check-in, outright declining the price match while completely ignoring the request regarding breakfast. She cited the reason being that the price on Trip.com did not include taxes, however the screenshots I provided clearly show that all taxes and service charges were included.

The manager also explicitly stated that the hotel would honor all of my Gold member benefits. Upon check-in today, that proved to be an empty promise:
* Gold Room Upgrade: Denied by the front desk.
* Goodwill Breakfast: Denied by the front desk.
* Offered: Only late check-out.
Trapping guests in an un-cancelable, non-refundable booking under the promise of a price match, and then refusing status recognition on-property after promising it in writing, is a total failure of service. Booking direct as a paid Accor member resulted in paying a HIGHER price for worse service.
Check 3rd-party sites carefully before booking direct here.

BPG Claim #24881342
Booking Reference QNGSBBPP

I have always chosen Accor for my business travel and currently have multiple upcoming reservations with the group, which makes this experience even more disappointing.
A straightforward customer service request has now been ongoing for weeks. I submitted all the requested documentation, received an automatic acknowledgement, and then... nothing. No updates, no communication, and no resolution. Ironically, I even received a customer satisfaction survey before anyone had actually responded to my case.
Issues can happen with any company. What matters is how they are handled. In this case, the lack of communication and follow-up has been extremely disappointing. Loyal customers deserve timely responses and clear updates, even if a resolution takes time.
I sincerely hope Accor improves its customer service, because at the moment it falls well below the standard I expected from an international hotel group.

Double-charged due to outdated systems — 25 years behind

Accor’s booking and payment infrastructure feels like a relic from 25 years ago. The booking process is outdated, error-prone, unintelligent, and completely unoptimized for mobile devices.
Worse, their backend is pure chaos: my credit card was charged before the booking was even completed, resulting in a double charge.
Resolving their mistake was a nightmare:
* The contact form is broken on mobile devices.
* I was forced to spend 2 hours gathering and submitting bank statements and hotel confirmations to prove their system error.
* Even their customer service emails lack basic responsive design.
* Resolution took 2 weeks, with zero apology or compensation for the hassle.

That is a big shame that the corporation like this had such an unprofessional stuff. While i can't go into details, hostess can't feel safe around personnel of the Siege since they believe they are too powerful and can do whatever they want.

On July 27, 2026, my friend and I experienced a life-threatening elevator failure at the Novotel Guiyang Panjiang in Guiyang, China. The elevator we were riding suddenly and violently dropped from the 18th floor to the 16th floor.

This was not a minor malfunction; it was a terrifying free-fall that left us in a state of absolute shock and fear for our lives. We immediately contacted the local police and market supervision authorities to report this critical safety failure.

While we were physically unharmed, the psychological trauma inflicted by this incident is severe and lasting. The mere fact that no one was killed or seriously injured is a matter of sheer luck, not a testament to the hotel’s safety protocols. The hotel’s internal response attempted to downplay the incident by stating the elevator “automatically opened its doors” and that we were “not trapped.” This framing is factually misleading and morally reprehensible. The absence of physical injury does not negate the gravity of a safety failure that could have easily resulted in catastrophic harm, especially for elderly guests or individuals with pre-existing health conditions.

The hotel’s institutional response has been deeply unsatisfactory. Initially, we were offered breakfast vouchers, an insultingly inadequate gesture for a life-threatening incident. After persistent negotiation, the hotel agreed to waive only two nights’ room charges but explicitly refused to acknowledge any liability for emotional distress or to cover the full cost of our stay. Their justification—that the incident was an “uncontrollable sudden failure” and that their elevators are “regularly maintained”—is a hollow defense. Regular maintenance is a baseline legal obligation, not a shield against liability for a failure that caused genuine terror. The hotel’s stance demonstrates a complete lack of empathy and a dangerous complacency towards guest safety.

We were forced to escalate the matter to our booking platform, Ctrip, which acted with far greater care and responsibility, ultimately facilitating a full refund. However, the hotel has shown no willingness to take full financial responsibility for this failure. This is not merely a financial dispute; it is a matter of accountability and a fundamental breach of trust.

Our demands to Accor and Novotel are clear:

1. Full Financial Accountability: The Novotel Guiyang Panjiang must proactively contact Ctrip and assume full financial responsibility for the entire room charge refund. This is a matter of principle and demonstrates a genuine commitment to taking ownership of the incident.

2. Formal Safety Disclosure & Rectification Plan: The hotel must provide a detailed, official report on the root cause of the elevator failure, the results of the subsequent safety inspection, and a comprehensive, actionable plan for preventing such incidents in the future. We demand transparency and concrete evidence of corrective action, not vague assurances.

3. Formal Acknowledgment of Emotional Distress: The hotel must formally acknowledge in writing the psychological harm caused by this incident and the inadequacy of its initial response.

We have already reported this incident to the Guiyang Market Supervision Administration and the 12345 government service hotline. We are prepared to file formal complaints with all relevant regulatory bodies and to share our experience publicly on all travel platforms to warn future guests of the safety risks at this property. We are also considering notifying Accor’s major corporate clients and potential conference organizers in Guiyang about the hotel’s safety management deficiencies.

This is not a trivial customer service complaint; it is a critical safety failure that exposes a systemic risk to guests and staff. Accor’s brand is built on trust and safety. The Novotel Guiyang Panjiang’s handling of this incident has severely eroded that trust. We urge Accor’s global leadership to intervene immediately, conduct an independent investigation, and ensure that the hotel takes full responsibility for this incident and implements the necessary changes to prevent it from ever happening again.

I booked a stay at Aparthotel Adagio Serris - Val d'Europe. The service is terrible. I made the reservation for myself (the mother) and my youngest son, but the booking lists "2 adults"?! My other son, who is 10, wanted to come along too, so I informed the hotel about this. However, I’m getting absolutely no cooperation. The booking is non-refundable—a condition I agreed to myself—but they aren't offering a SINGLE solution to allow my 10-year-old child to join us. They reject every solution I propose and don't offer any alternatives themselves! It’s incredibly frustrating. Because of this, my holiday can't go ahead, AND I’VE LOST MY MONEY!!! They are scammers. Do NOT book here!!!! I travel a lot and visit many hotels, but the service at this one is awful. They are unhelpful, uncooperative, and unfriendly; they are scammers who simply email you saying you should have read the terms and conditions and that there is nothing they can do for you. Read the fine print, because before you know it, you’ll get ripped off! I am deeply disappointed and at my wit's end!

Sales team & customer service seems to have no connection. I didn’t get what I was promised by the sales team and the customer service only know how to apologise and say can’t help. To me, it’s cheating. Frankly, you can get cheaper rates on trip.com or agoda for their hotels so why pay for this useless membership? Not going to renew anymore!

Do not book hotel with Accor direct ... even when booking early you do not get the best price even as a Member. Much cheaper to book through an Agent. Best rate guarantee only works within a very short timeline .... shouldn't be necessary to check other sites with "best rate guarantee!!"

I am in the UK. I thought I was booking a hotel direct with the hotel. It turned out that the booking was going through Accor. A room which should have cost £137 ended up costing £203! Yes there was a 50% booking fee plus taxes which I wouldn't have had to pay in the UK. I tried to cancel my booking but they wouldn't let me, I will never use them again, and they couldn't understand why I was angry about these extortionate charges. I wasn't told about the charges when I made the booking online.

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