Punkte zunächst abgelehnt, schlechter Kundenservice
Trotz mehrmaliger Nachfrage sowie Indikation in der App, wurde mir einige Tage nach Aufenthalt in der App (ohne nachvollziehbare Gründe) angezeigt, dass der Aufenthalt nicht punkteberechtigt sei (im Nachhinein zu spät dann gutgeschrieben, da berechtigt). Da meine Punkte zu verfallen drohten, musste ich letztlich alle Punkte bei einem Partner einlösen. Mails wurden verzögert bzw. dann überhaupt nicht mehr beantwortet.
Nach mehr als 10 Jahren regelmäßigen Aufenthalten bei Accor (sehr viele berufliche Aufenthalte, dann aber auch private Aufenthalte v.a. aufgrund des Bonusprogramms) werde ich in Zukunft - sofern irgendwie vermeidbar - weitere Aufenthalte bei Accor definitiv vermeiden.
Standard - sofern man nicht die teuersten Hotels der Gruppe bucht - werden grundsätzlich auch kontinuierlich schlechter, so dass das Preis- /Leistungsverhältnis nicht mehr wirklich passt.
We had the unfortunate experience of a…
We had the unfortunate experience of a stay at the Novotel at Melbourne airport.
The hotel is new and what I can say is that it is all style and no substance or service.
The assistant manager Amandeep was culturally inappropriate calling me ‘dear’ which she continued after I asked not to which is disrespectful and ignorant of others culture.
She failed to welcome us as Accor plus members and did not advise that there was a restaurant and room service closed. We didn’t get to eat any food for dinner as a result if this. Staff advised that we go back to the airport and eat there when I complained.
The stay had started with an hour wait for the shuttle from a driver who did not stop for us despite seeing us waiting.
Awful service which is a shame as this new team clearly have a very poor team culture which their leaders make worse.
I recommend cultural , equity and inclusion training for all the team.
Also maths training might help. Amandeep offered a 30% off for all the inconvenience which turned out to be $32 which was actually only 10%. She also charged me $92.23 for I don’t know what as we didn’t eat or drink at the hotel. Still waiting for Accor to respond with what that relates to.
Poor Experience at Adagio Nice Magnan – Disappointing Response from Accor
I stayed at Adagio Access Nice Magnan in May 2025 and experienced multiple service failures:
– I was assured of a double bed in writing, but received two singles pushed together.
– Hallway carpets were filthy, the shower barely functional, and basic amenities like extra towels were unreasonably limited.
– A €143 charge was blocked from my card without notice, and the cancellation policy was unclear.
Despite raising these issues directly with Accor (twice), I received a generic reply blaming policies and building management, offering no real solution or goodwill gesture. I stayed at this same hotel two years ago and had a much better experience, but things have clearly gone downhill — and Accor no longer seems interested in guest satisfaction.
Very disappointing from a brand I once trusted.
Slobodan D.l
L’hôtel est très agréable avec une équipe au top
L’hôtel est très agréable avec un accueil lumineux. Les chambres sont neuves et bien conçues.
L'équipe m'a très bien accueilli et quelles que soient la demande ou l'heure, les personnes ont toujours répondu positivement et avec entrain à mes demandes.
J'y retournerai avec grand plaisir.
