Accor Reviews 44

I booked a room and then changed the date, at no extra cost according to the website. Ended up being charged twice. Many emails, messenger comms and phone calls to France, I finally got a refund. Absolutely no compensation for the hassle. Avoid!

Booked a 2 night break in the Perth mercure with our friends for husbands birthday and this hotel is a total disgrace. Room was tiny and asked to upgrade, paid £10 for it , a joke room walls were dirty and splattered with god knows what, headboard covered in dust , bathroom badly needing upgrade, with large hairs on towel . Deal was dinner BB and the dinner you wouldn’t have gave it to a dog, sent it back and I’m struggling to understand how a trained chef could send that muck out. Staff at dinner and breakfast need trained badly and breakfast was cheap below average produce . We were given a free drink each at the bar which was tired , dated and freezing as it was at the main door and told duty manager Chloe would speak to us as the manager was not in. When we spoke to her we were offered a free return but refused as under no circumstances would we go back, and told that that the manager would contact us on Monday, we’re still waiting. Save your money and go elsewhere.

Firstly, lets start with the positives, Dave (the chap on reception yesterday evening) is a complete credit to the company, whatever they're paying him isn't enough - he is clearly weary from dealing with the constant issues.

When I checked I waited a significant amount of time for someone to serve me, I was then assigned a room on the 11th floor and on looking in the bathroom someone else's used toothbrush, toothpaste and room key card were in the bathroom which had clearly not had the benefit of a clean.

I tried to call reception from the room but the phone was dead (which I consider to be a safety issue) so I called from my mobile and eventually someone answered.

I then had to wait, in a room that I know was unclean, for a member of staff to come and validate that it was indeed filthy (which in fairness did not take too long),

I was then assigned a room on the 9th floor - Though the bathroom appeared to be clean initially, there was a significant amount of long hair stuck to the wall in the bathroom and I found chips on the floor near the bed.

Resultingly it was clear that the room had not been cleaned to a high standard.

When I returned to the room on Weds evening I found that the towels and bathmat (which I had hung behind the bathroom door) were still there, thought fresh towels had been left which again, indicated complete lip-service to standards of cleanliness.

When I returned to my room on Thursday the room had not been serviced at all - considering the sheer amount I was being charged (£429 for 3 nights) I find it incredulous that such a basic function had been missed.

I was offered a room change, but saw little value in it.

Mecure Southgate Hotel Exeter was where we planned an overnight stay whilst visiting our daughters grave. In arrival checking was fine, as was the room. We walked through the reception area and noticed 2 security guards sat at a table. There were there 24/7. We noticed there were many foreign people staying at the hotel who gathered in groups in the corridors. We felt uneasy. We got into conversation with the security guards who told us they were there to make sure there was no trouble with the refugee and migrants that were being accommodated there. They said they were working there under home office contract long term.We did not enjoy this experience and felt on edge after what we had been told and experienced. Will not be recommending or returning. We did try to air our issues with Accor the parent company who did not want to hear ….they make it challenging to do this via their website as it is not easy to navigate

Been trying to get a refund from these people now for weeks. I booked a room and paid but cancelled after a family emergency came up the same day. I emailed them - have to call back Monday when management are there. Call back on Monday, sorry Sir, reservations are busy can I take a contact number and have someone call you back? I explain I have you that in email when you asked me to call back Monday. They then I'm being put through only for the line to be cut off

These people are breaking the law by not acknowledging the consumer rights act and I'm now left with no choice but to file a civil claim against the hotel for breaking the law and breaching my rights as a consumer.

Here is one very unhappy lady who often travels and stays in hotels for business and leisure but will be avoiding any hotels in the future with the Accor group. I have tried to redeem a buy a gift voucher that was gifted to us by our children for a Luxury Break (we even upgraded it and paid extra to have these hotels in these areas!) But for the past week - I have tried to book a room in Exeter or Bristol and spoke at least 5 times to central reservations who asked me to e-mail which I did -3 times and had no response each time I then called again and was told I had to speak to the front desks of theses establishments to confirm dates for rooms available with the gift voucher and was given some options of dates that suited me but had to call back when main receptionist was there or e-mail I sent another email to the front desk- but still no e-mail response and no one answering the front desk after 4 attempts this morning, now I have spoken again for the 6th time with central reservations who now tell me they no longer take buy a gift vouchers as a group when challenged that I was told by the front desk yesterday late afternoon they did, they wanted to pass me to the front desk but even central reservations couldn't get through .
If this is the case that these vouchers are no longer accepted surely most of the reservation staff at the central and local teams should be aware ,it seems there is very little communication

The most stupid website imaginable
I ha a a membership with them and they send me emails addressed to me by name along with my membership number with offers on increasing my points but when I go to an offer I must log in. It always says I must use a valid email address and won't let me proceed
What email could be more valid than the one they use to contact me?
I tried to contact them about it but their contact link only has a list of set questions.
No option to ask a question that's not listed and no option whatsoever to communicate with a human being
So I can't use their website or book a hotel
Total waste of time

The only reason this review gets any stars at all is for the sheer fact that the hotel was in a very accessible location to many bars, restaurants, and sites. The shared spaces for the hotel (lobby, restaurant, lounge) were relatively nice as well.

Here's where the zero star review would come in if it were possible:
For the price, our room was small and felt dirty. The carpet was visibly stained in quite a few areas and looked like it may not have been vacuumed thoroughly recently. The shower setup was lacking and it was impossible not to get water all over the bathroom floor when taking even a quick shower. One of the elevators consistently had issues taking either of our key cards to actually get it to move.

Much more concerning than the items I mentioned above, was the way one of the front desk staff handled a major problem that the hotel had created for us:

I thought my fiance had placed my passport in the hotel room safe, but the day before our flight out of Paris I noticed that it wasn't there. That's when we realized that we never got it back from the front desk clerk the night that we checked in. We immediately went down to the front desk, but when we asked the man working (on Monday June 27th 2022 between 11:30am-1pm) if he would please look around for it he seemed as though we were annoying him and that he could not be bothered to look. He specifically said, "we have no passports here". We urged him again to look and he opened one drawer, took a quick peek and assured us there was no passport. We felt the lack of respect from the front desk concierge when asked about the passport was completely unwarranted especially because at this time there was currently no one else at the desk to attend to.

Because he refused to help us, we had to spend the rest of our day going to multiple Paris police stations, then going to the US Embassy to get a replacement passport so I could fly to Dublin the next day and continue on our trip around the UK for the next few weeks.

This put an extreme damper on the end of our Paris trip and was unfortunate because we had to cancel our plans to spend our last day in Paris visiting the Palace of Versailles. Instead, we spent it running all over town, wasting the day, and spending 165 Euro’s on a replacement temporary passport + the cost of the Ubers to get to and from the police stations and Embassy. I will also have to incur the time/process of getting an actual replacement passport once back in the U.S.

Even more frustrating was that when we got back to the hotel late afternoon/early evening that day (Monday June 27th) the new front desk clerk recognized us immediately and said he had my passport at the front desk. It was in one of the drawers at the front desk…the same drawer that his colleague we asked earlier to check for the passport looked in half heartedly and said he didn’t have it.

I submitted a request to the hotel, Montmartre Sacré-Coeur Hotel, and hotel parent company, Accor, to tell them the issue and to ask them if they would at least cover the unnecessary replacement cost I incurred since it had been their fault my passport was "lost" in the first place.

After I reached out respectfully to them twice and got nothing more than them questioning me why my passport was at the front desk and a "no" on helping cover my passport cost, I've been forced to leave this review due to their inaction. When again, the entire reason it was there was because their front desk employee forgot to give me my passport back upon checking in and then another refused to help us look for it.

After the way this situation was handled by one of the front desk staff as well as Marc Villeger, one of Accor's internal staff, I would urge you to not risk your stay with Montmartre Sacré-Coeur Hotel or any other Accor hotels and properties. It's unfortunate they would not admit their financial responsibility for their neglect.

Booked a Thorpe Park 2 day deal with hotel in Staines. The THAMES LODGE HOTEL. When we arrived it was being used a a hostel for migrants. The carpets in the hallways were ripped and stained. Security guards seated in corridors wearing web cams but not in uniform. Said they were there to maintian the harmnony amongst the guests. Very frightening experience. should be closed down not fit for anyone to spend time in. Local council should get involved. also the fire brigade. Rubbish piled up outside rooms. Have photos if anyone wou;d be interested. Can't comment the breakfast. Left ASAP in the morning. felt sorry for staff and all staying there!!!!!

Stayed for one night at the Mecure Dartford Hotel - which is actually at the Brands Hatch racing circuit. What a dump ! £129.00 per night WITHOUT breakfast is a rip off. The bedroom was in desperate need of repair and decorating.
We ate in the restaurant where we were served by the grumpiest, most disinterested waiter ever . My food was ok but none of the other 3 people in our party enjoyed theirs.
I was emailed the day before our stay to be advised that the bedrooms were not air conditioned but there would be fans in the rooms. Needless to say there was no fan. My brother and sister in law had a fan in their room but they were woken at 3.30 am by a laundry delivery lorry !
The communal areas were tired and grubby, stains on carpets etc.
We had stayed in a lovely hotel earlier in the week for £125 per night which was spotless and included a huge breakfast.
I'm a regular to Brands Hatch but I won't be staying in this dump again !

I used my points to purchase goods that never arrived all they the customer service team do is pass the problem back to me and tell me to contact the supplier, who then doesn't respond

I stayed at the Mecure in Livingstone, Scotland. My experience was very poor, the outside doorway was full of homeless people smoking, the meal I had was microwaved and tasted horrid, the decor was old and worn out, the room was fair but despite staying for an 8 night stay I didn't have any cleaning done, not even any towels. I could go on but I think enough said :(

I booked a room at a Mercure Hotel which was fully refundable. Due to unforeseen circumstances I had to cancel the booking.
This was well before I was due to travel and well within the cancellation period.
After cancelling I rang customer services who confirmed that I was entitled to a refund and they sent the hotel a reminder to refund the money, this was 11 days ago, I'm still waiting!
So I'm now going to have to chase this up again just to get my refund which I am entitled to.
I've used Air BnB and Premier Inn and if you have to cancel your refund is automatic and in the bank within a few days.
I'll never use this company again.

I used to like Accor before they became ALL. Customer service for their loyalty program is non-existent. I made a purchase through their portal to earn points. Having sent 3 messages, over 3 months about the unposted points and only ever receiving an automated message I emailed them directly. That too was unanswered. I am considering cancelling my future hotel reservations and doing business with a hotel group whose customer service appreciates their customers. They seem to have become too large to manage their customers. Sad.

We had afternoon today 17th October 2021 at Mecure Chester at a cost of £18.50 each it was awful, the scones were pre cut and rubbery I believe they were stale, 3 small fingers of sandwiches and 3 tiny squares of cake. We also used the spa which had the steam room closed and half the pool not in use do not go here. We did not stay but based on our experience of 1 day spent in this hotel would not recommend.

I have spoken to two members of staff, one being the night receptionist and the other Laure Sutton.
The night receptionist was unprofessional and lacked any customer service skills. While explaining how disappointed I was with our stay he laughed. When I highlighted this he used unacceptable terminology towards me. He stated and I quote “ You are “attacking” me and I didn’t build a rickety hotel or drive the cars to make the noise.” He then agreed with my concerns and stated the noise the seagulls make annoy him! This was the least of the worries here.
I will bullet point the issues as I feel this is easier and will attach photos to help you understand my concerns.
: Entrance to room 29 appeared dirty, marks on the carpet which is worn.
: A dirty, damaged fold up bed directly outside the door, hindering evacuation in the event of a fire and unsightly. Cardboard box left outside the next room, this was still there when we left.
: Bathroom sink tap loose, also unable to adjust the temperature on bath tap(also loose and set on hot.
: Shelf in bathroom loose, items slipped off into sink.
:Strong smell of fish from the drains in the morning.
: Carpet loose and raised in areas also appears worn.
: Curtains not attached to rail in places.
: Decor poor, marks and lack of paint on previously attempted repairs.
:Main light shade has water damage marks on it again unsightly.
: Designated smoking area (night receptionist stated this) outside room window, surely this is not permitted by law. This also affected our privacy as people were standings directly outside the window, we had to have the curtains drawn at all time. Also window closed due to smoke.
: Excessive noise from the floorboards both in the room and in the corridor. This caused disruption and extremely poor quality of sleep. Being an old building is not justification for the level of noise.
: Road noise which shook the window frames, it actually felt like no glass was present in the windows.This noise continued throughout the night and early hours.
The only one positive to this hotel was the positioning for the port and city centre.
I struggle to understand how this hotel is rated as a four star, in my opinion it is an extremely poor two star. The online pictures and description which I based my booking on are the same as the hotel, outdated.
As stated I have spoken to Lauren who was polite, and understanding. We have been promised a full refund which we have accepted. This is the only appropriate outcome to addressing the issues.
However I called today to follow up the refund, the first agent said and I quote “I have been trying to contact that hotel for two weeks, they don’t answer the phone or reply to emails, how do you think I feel? I work here and they don’t answer, I’m getting 50 complaints a day about this hotel.”To add insult to injury the refund was never processed!!!! Absolutely disgraceful customer service across the board.

Arrived on the hottest day of the year, checked in very quick and painless, expected to contact reception via whatsapp, but where is the number to call.msg? It's not on my room card so...who knows?

Phew, this room is very hot. Is that a heater or aircon control in my room, yes aircon!!! no...it's not working :( - I wonder why the room was left with the window and curtains open when the aircon was not working...perhaps heat interrogation is on the cards ;)

A trip to reception, an engineer has been on site, "it may or may not work, it may work later" ??? "Which room did i put you in? Ahh yes the one where the sun streams through" Why? "You can try another room but it will be a twin and the aircon still might not work" (Thinks, why would you not test it before allocating a room when the outside temperature is 32 degrees and...where are all these people which means I can only get a twin room, their cars are not in the largely empty carpark and they are not in the public areas of the hotel.)
Had a shower (more of a dribble to be fair) and heads to the bar/restaurant good service from the lady in the grey checked top (this is important in a minute), friendly and efficient, ok food at a decent price

Returns to the bar for a drink, Only me waiting "I'll be with you in a minute says the lady in the black top" - no problem I say...until someone else turns up and she gets the attention for a full 5 minutes before I get served...the temperature gets even hotter!

Back to my room, noticing the damp on the wall of the opposite bedroom, is this normal for an internal wall?

The room is still scorchio (it's later, but the aircon has still not decided to work) so decision time...Do I try sleep with the window and curtains open to limit the heat in the room? But what about the group of people directly outside my window drinking and getting louder and louder? Or that light shining directly into my room? Or, the many sirens of the passing emergency services OR... close the curtains and the window and turn the room back into a Sauna? Well, it's 22:40 now, I was on the road at 07:00 this morning and have covered over 200 miles, my sleeping well objective is not going to happen. Let's hope tomorrow is better

Afternoon Tea for 3 on Friday 6/3/20 at 15.30.
Very poor quality - looked like it had been thrown together at last minute. 4 triangular crustless sandwiches that looked like they had been flattened by someone’s hand. The ploughman’s cheese and pickle was sliced rather than grated and the pickle was oozing out of the sandwich. Sandwiches were drying around the edges. Salmon was dark, ham was thin and dry. A nice scone but just with a ball of whipped cream, no butter or jam with it - not the iconic jam and cream scone. A collection of little cakes that were somewhat solid and ‘claggy’. A cream desert in a shot glass had a pink liquid sweet topping that was rather unpleasant.
Drinks - we had earl grey tea, breakfast tea and coffee, the coffee came as Americano, it was bitter and luke warm, disgusting so I got it changed for earl grey tea. Staff were aloof, not overly friendly, not overly attentive and not too well dressed given the hotels standing. We got more drinks but not till the very end of our food and we had to attract attention for it. A 16 year old GCSE Cookery Student could have done this just as well. If they had forgot we were coming and had to throw this together last minute I would believe it, it’s the worst one I’ve had and I’ve had a good few. I was quoted £17 per person = £51, yet the bill was approx. £55.50, I didn’t get the receipt so not sure what the extra charge was for - coffee I sent back; tea refills; or service charge?
We all gave £20 and said keep the change.
I won’t be going back in a hurry!