Review summary

ALL - Accor Live Limitless has room for improvement based on customer feedback. Customers particularly appreciate service, though some mention concerns about customer service and communication.

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BK

Björn K.

1 out of 5 stars
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.

DP

Debbie Prestwich

1 out of 5 stars
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.

X

Xxx

2 out of 5 stars
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

S

Stéphane

5 out of 5 stars
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.

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All reviews

100 total • Write a review

Showing 71 - 80 of 96 reviews
AG
1 out of 5 stars

ACCOR ne sait plus accompagner les pro

ACCOR ne sait plus accompagner les pro, une nuit réservée, déplacement annulé : -> Pas de possibilité d'annulation sur un tarif "Nuit flexible" -> MAIS SURTOUT : pas de facture par mail, formulaire de contact HS, 30 minutes au téléphone avec un prix d'appel payant supérieur à la TVA que je souhaitais récupérer... Incapables même sur leur métier de base

Date of experience: May 12, 2025

E
2 out of 5 stars

Déception de la part du service client Accor

Étants membres Accor, nous avions réservé un hôtel à Munich. A notre arrivée, Déception complète : plaques chauffantes non fonctionnelles, pas de protège matelas dans le lit ni de sèche cheveux dans la sdb. 24h après notre arrivée àl'hôtel, , coupure d'eau chaude dans tout l'établissement qui a durer 48h sans aucune explication de la part de la réception de l'hôtel : la seule réponse est: allez-y voir avec la direction. Une réclamation est donc faite auprès du service client Accor pour un dédommagement a été sans suites positives ni geste commercial que soit disant, ils ont transmis notre courrier de réclamation à l'hôtel en question qui est également resté sans suites. Être membre ou pas ça ne change pas grand chose. C'est du marketing tout simplement. J'ai décidé donc de me désabonner et rompre avec ces hôtels appartenant à Accor.

Date of experience: May 10, 2025

NS
1 out of 5 stars

SCAMMING is their primary skill !!

Like usual today. SCAMMING is their primary skill !! App stated clearly before booking : You can earn 8300 points. After all they credited less. It should have meant : „up to“…. -:))))))))) Of course !! Thats what you expect. Up to ???? Unbelievable how these nonsense companies fool us !! Up to could also mean 0 or 1…. NEVER AGAIN !!

Date of experience: May 7, 2025

S
1 out of 5 stars

où puis-je trouver ma facture svp ?

où puis-je trouver ma facture svp ?

Date of experience: May 6, 2025

C
4 out of 5 stars

Good central Perth W.A. hotel

Very large bedroom in a usefully central Perth location with good breakfast and a helpful reception for a 4 night stay. Would happily stay here again.

Date of experience: May 5, 2025

RB
1 out of 5 stars

Unable to contact Winchester Wessex…

We booked a room at the Winchester hotel and then a few months before wanted to ask if we could change the dates of the stay as my husband had an accident and couldn’t travel. Sent multiple emails to hotel, no reply. Rang the central bookings number who couldn’t get any answer at the hotel but gave us their direct number. Rang multiple times no answer. In the end gave up. A week before the stay we were bombarded with emails about up coming stay but when I tried to email the hotel to tell them we weren’t coming, the email then bounced back (not the general no-reply email address it using the email address that is meant to be hotel one). When trying to log in to our booking on website through member area, the website kept having a problem accessing booking so not able to do anything through there either! Tried contacting customer service at Accor but the Winchester Wessex wasn’t on the drop down menu. Put in the message using another hotel as company submit otherwise, and made it clear this was about the Winchester Hotel. Accor came back saying ask insurance for a refund. Explained we weren’t worried about a refund just wanted to get the message to hotel that we wouldn’t be there. Customer Services then gave us contact details for a completely different hotel. Gave up again. Now being asked if we want to check in online! I dread to think what the experience would have been at the hotel if we’d actually been able to make the booking!

Date of experience: May 5, 2025

c
1 out of 5 stars

Charged for 2 rooms I cancelled

I booked 2 rooms at the Accor Hotel Rouen F1. I no longer needed them so logged on to their website and cancelled them, giving 24 hours notice of cancellation as required. In the morning I noticed I had not received a cancellation email so logged in online again to find they had not been cancelled and it was now too late to. So at 7.30am I emailed the hotel and let them know, there had been some error on the website. I did not need the rooms. Manager emailed back quickly asking what time I had cancelled, and for proof. Of course, I had none. The system didn't generate any. That was the problem!! I was then charged for both rooms. Manager ignored my next email. So I contacted Accor via Facebook and Instagram.i got a response on Facebook asking for more details, that I immediately provided, 2 weeks ago. The website had a glitch, and it is being used as a reason to rip me off, as though I didn't do something I did. Taking money and then ignoring customers is very poor customer service. I should add that have been very polite in my emails. I'm obviously not going to use any of the ACCOR hotels again.

Date of experience: May 5, 2025

MC
1 out of 5 stars

Carte cadeau refusée alors que l’hôtel était listé comme participant — inacceptable

J’ai réservé un séjour à l’hôtel Tribe Carcassonne du 2 au 6 mai 2025 parce qu’il figurait dans la liste officielle des hôtels acceptant les cartes cadeaux Accor (All Gift Cards). Mon père m’en avait offert une de 150€, et j’avais expressément précisé lors de la réservation que je comptais l’utiliser pour régler une partie du séjour. À l’arrivée ? Refus pur et simple. L’hôtel affirme ne pas être informé de ce moyen de paiement, malgré sa présence sur le site. J’ai même reçu deux courriers de leur part (avec mon prénom mal orthographié à chaque fois) pour m’expliquer que “non, ça ne passe pas”. Le service client Accor, contacté immédiatement, m’a simplement répondu que “la liste des hôtels peut évoluer” et qu’ils “ne peuvent rien faire”. Donc pour résumer : Accor vend des cartes cadeaux, affiche une liste de partenaires, accepte les réservations avec cette mention… et au final, personne n’est tenu de respecter quoi que ce soit. Aucun geste commercial, aucune solution proposée. C’est du marketing trompeur. À fuir si vous espérez un minimum de fiabilité et de respect du client.

Date of experience: May 3, 2025

AL
1 out of 5 stars

Horrivel

Horrivel, desrespeitam o código de defesa do consumidor.

Date of experience: May 2, 2025

ji
2 out of 5 stars

Not a real 5 star hotel- very dissapointed

I stayed at Zamzam Pullman Makkah in April 2025, and it was a disappointing experience. Despite being advertised as 5-star (website and also travel agents vendor), the hotel is actually rated 3-star in 2024- i saw the certificate myself at reception. When we arrived, our rooms weren't ready, and we were left waiting nearly half an hour. They also tried to squeeze 12 people into just two family suites, even though we had booked and paid for separate triple and quad rooms. The rooms were very outdated, and instead of proper triple/quad rooms, they simply added very poor-quality extra beds that were too small for adults -one night, I even fell out of the bed (I'm 6ft tall). Bathrooms were old and poorly maintained, too. We had 1 more night to stay, housekeeping told us last minute (4 pm) we had to move rooms because of renovations, with no proper or ample noticefrom reception. we only found out about this because we asked housekeeping when they were going to come to clean the room, as they haven't been for a couple of days! The hotel's only positive is the location near Haram. Sadly, the poor service, bad room conditions, and misleading advertising i would not recommend this hotel to anyone expecting a proper 5-star stay.

Date of experience: April 27, 2025

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