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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.
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 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 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.
Accor plus jamais et spécialement le sofitel d'Abidjan
Je suis membre Diamond qui est le plus haut statut chez Accor. J'avais réservé une chambre Luxury vue lagon du 25 au 27 avril au Sofitel d'Abidjan. J’ai précisé que je souhaitais une chambre en étage élevé dans le bâtiment principal. Lors de l’enregistrement en ligne la veille de mon arrivée, j’ai précisé que mon arrivée serait entre 12 heures et 15 heures. Il m’a été dit que ma chambre serait prête à 14h. Je suis arrivé le 25 à 14h15. À l’accueil, Le réceptionniste m’a informé que j’avais été surclassé (ce qui est normal au regard de mon statut) mais finalement m’a dit que ma chambre n’était pas prête. Il m’a alors demandé d’attendre. À 15h, je suis retourné vers le réceptionniste qui m’a dit que la chambre n’était toujours pas disponible et que donc il allait me mettre dans un appartement. Cet appartement situé au 3° (donc pas en étage élevé) était dans un état lamentable : tâche sur la moquette, vue sur des bâtiments et pas sur la lagune, climatisation en panne dans le séjour, odeur de moisie....
Je suis donc revenu à la réception et demander une autre chambre. Et on m’a dit qu’il n’y avait aucune autre disponible pour le moment. J’ai donc demandé à voir une responsable qui n’a rien pu faire pour moi à part me proposer le type de chambre pour lequel j’avais réservé, mais je devais encore attendre 30 minutes supplémentaires. J’ai donc annulé ma réservation et réservé dans un autre hôtel. J’ai dû retraverser toute la ville d’Abidjan, ce qui m’a pris une heure. Sincèrement c’est la dernière fois que je réserve dans cet hôtel qui est lamentable. Après avoir remontée l'information à Accor, rien n'a été fait alors que je dépense chaque année beaucoup d'argent dans les hotels de cette chaine. Accor ne sait pas prendre soin de ses clients, je dépenserai donc mon argent dans une autre chaine.
Park Sleep and Fly is a brilliant idea but be careful which oneyou choose…
It’s a brilliant idea to Park Sleep and Fly from Paris’ Charles de Gaulle Airport, but be careful with which hotel. I had a very unpleasant experience with IBIS CDG. I booked with 8 days of parking. Upon my return, I arrived late (23:40), but to leave the parking lot, one needs a ticket from the reception. Unfortunately, more people were waiting, and the two employees present were not the most competent. To cut the story short, when it was my turn, the lady at the counter had to ascertain first that I had paid and whatever else… until it was 10 minutes past midnight, and I was charged for another full day (€ 27,00)!
IBIS CDG is part of the Accor Hotel Chain, and their central customer service turned out to be very helpful when I filed my complaint. They passed it on to IBIS CDG, but no reaction whatsoever. I repeated my complaint, and this time Accor involved the Direction of IBIS CDG. In vain. Not even to politely take the time for a refusal!
At CDG other hotels are offering the same. So, be careful which one to choose.
Absolutely the pits. We booked an executive room, and when we got to what was supposed to be one, it was clear that reception tried to shaft us. Went back to reception and was finally given what was deemed an executive room, which was filthy, coffee-stained rug, dusty and general in very poor condition. To say I booked the room 6 months in advance the reception are not helpful. We filmed the dust that came out of the pillows, we had an early flight the next morning, and by late evening, when we discovered all this just wanted to get out of there the next morning. Would never stay at this hotel on at Birmingham airport ever again, absolutely dismal and horrid. Oh and by the way, there is nowhere to complain to this group, there's something called revolver and thats another shambles & waste of time!
ALL - Accor Live Limitless - Cashback über shoop.de
Ich habe einen sehr teueren AI Hotel-Aufenthalt bei ALL gebucht. Dabei wollte ich von der Cashback-Aktion auf shoop.de profitieren. Leider wurde dieser nach der Reise sehr schnell und einfach abgelehnt, obwohl die Buchung ordnungsgemäß auf shoop.de erfasst wurde (sowohl unter „Klicks“ als auch unter „Meine Aktivitäten“).
Hätte ich gewusst, dass es keinen Cashback geben wird, hätte ich niemals bei ALL gebucht.
Nachtrag: Gestern wurde der Cashback ohne weitere Aktivität freigegeben und überwiesen. Somit gibt’s dafür 3,5 Sterne von mir.
Je déconseille fortement cette structure qui n'a aucun respect pour le client et vous renvoie sur ces conditions générales concernant le moyen de réservation.
PEN LETTER TO PROSPECTIVE GUESTS OF NOVOTEL MUMBAI JUHU BEACH
To Guests, Consumers, and the Public,
I am writing this open letter not out of preference, but necessity.
In February 2025, during a stay at Novotel Mumbai Juhu Beach, I suffered a severe bout of suspected food poisoning following a meal on their premises. As an Accor ALL Platinum member, I reasonably expected professional service and basic hygiene — what I received was negligence, followed by silence, then intimidation.
After raising this complaint directly with hotel management and attaching supporting evidence, I was met with dismissiveness. When I followed up with a detailed legal demand outlining my experience and requesting resolution, I was served a threatening letter from Acumen Juris, a self-described “globally renowned” Indian law firm, acting for the hotel. Their letter:
Dismissed my illness as “baseless”;
Threatened me with defamation charges for sharing my experience;
Denied any misuse of my personal data — even while admitting to internal information sharing;
Attempted to condescend and intimidate rather than resolve.
To be clear: I paid for the stay. I requested a basic apology and fair compensation (either in loyalty points or reimbursement of medical costs). Instead, the hotel and its lawyers decided to threaten litigation, dismiss my health condition, and utterly fail their customer obligations under Indian consumer law, GDPR, and basic hospitality ethics.
As of today, they have ignored all further communication — no apology, no compensation, no responsibility.
I am now initiating:
A formal complaint before the State Consumer Disputes Redressal Commission of India;
GDPR violation filings with both the Irish Data Protection Commission and CNIL in France (Accor’s legal jurisdiction);
Public exposure of this case on major legal, consumer, and travel platforms.
If you are considering staying at this property — or any Accor hotel in India — I urge you to read this as a warning: the moment something goes wrong, you may be treated as the problem. Even if you are a loyal guest. Even if your complaint is justified. Even if you become sick.
This is not just about one meal. It’s about a hotel that refuses accountability, and a legal team that thinks bullying a guest into silence is easier than admitting fault.
Do better, Novotel. And to Acumen Juris — next time you threaten a guest, make sure they’re not a lawyer.
Sincerely,
Mercure Bedford Centre Hotel - Scarce customer attention with bad consequences on the customer
Mercure Bedford Centre Hotel
Scarce customer attention with bad consequences on the customer
The staff registered our vechicle in a wrong way and we received then 2 fines 60£ each + 60£ of administration fee due to unregistered vehicle in the parking area. After 8email, we have obtained NO REFUND because not in the regular internal procedure. Unbelievable from an international chain. I do not suggest this hotel mainly because of this and in particular for the attention to the customer.
IBIS Karlsruhe nimmt an "To God to go" treil.
Eine sinnvolle Einrichtung, um Lebenmittelverwchwendung zu verringern.
Allerdings bietet IBIS keine Tüten/Pakete an, sondern
man darf sich am Büffet selbst bedienen, nachdem die Hotelgäste Ihr Frühstück beendet haben, hörte sich nicht schlecht an, dachte ich und probiere es mal.
Hatte vorher mit einer Tüte von Leonardo gute Erfahrungen gemacht.
Nich so bei IBIS, weil nämlich eigentlich nichts mehr da war.
3 scheiben trockenes Baguette, Rührein ( "aber nicht alles nehmen, es kommt noch eine andere Person")
Eine Miniportion Obstsalat, eine Miniortion Müsli, das war es.
Es muß über TGTG vorher online bezahlt werden, ein Storno ist bis max. 2 Stunden vor Abholung möglich.
Also bezahlt für praktisch nichts.
Und das Personal fand es anscheinend noch komisch.
Dann soll IBIS doch mitteilen, das eben nichts übrig geblieben ist, oder ewas zurückhalten.
So geht es jedenfalls nicht.
4 years of All membership for nothing. I've been Platinum, Gold and Silver but I feel like they do not care.
For once I mistakenly booked the wrong dates and I immediately contacted both the customer service and the hotel to kindly ask to move the reservation, as the rate was not refundable.
The rate on the new date was even cheaper than the one I purchased, but they still did not want to help.
Not a good way to value their customers.
I may start looking for other hotel chains able to properly build loyalty and trust with their customers.
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