Article: How to Contact Accor Customer Care

[AFF Editor]

How to Contact Accor Customer Care is an article written by the AFF editorial team:

How to Contact Accor Customer Care

Accor Live Limitless (ALL) doesn't exactly make it easy to speak to a real person at its customer service department. But there are 3 ways to get in touch.

www.australianfrequentflyer.com.au

You can leave a comment or discuss this topic below.

 

[SydneySwan]

Thanks Matt. Very useful article. So many companies have perfected the art of being uncontactable and I had thought Accor were fully paid up members. Apparently not.

I have inadvertently ended up with 2 ALL accounts both with some points in them. I know you used to be able to merge accounts. Does anyone know if this is still possible?

Or shall I just shoot an email to [email protected]. and hope for the best?

 

[p--and--t]

We wrote an email to Accor with a series of very serious complaints or service failures by Sofitel Brisbane and got a canned "sorry contact the hotel" message. Wasted our time.

 

[SYD]

I recall looking for those contact methods (and found them) at the start of the pandemic. I had several bookings in China(!) that had to be cancelled/refunded…

I actually got a call back from a guy in Paris regarding one hotel that was playing hard ball but all were sorted.

 

[Peso]

Accor Plus members can also make use of the dedicated contact form and support number. It took a few followups in some instances (like when they took my payment for Accor Plus but took days to actually renew my membership), but came in handy for when points didn't credit (the ordinary form went unanswered for 3 weeks, the accor plus team actioned in 1 day) and when the hotel isn't answering the phone or email.

 

[hibbo]

When the managers of their properties in several countries, including France, express their frustration in communicating with Accor, what hope have their members ?

They are hopeless !!!!!

 

[Lynnelanne]

Accor Plus members can also make use of the dedicated contact form and support number. It took a few followups in some instances (like when they took my payment for Accor Plus but took days to actually renew my membership), but came in handy for when points didn't credit (the ordinary form went unanswered for 3 weeks, the accor plus team actioned in 1 day) and when the hotel isn't answering the phone or email.

Hey, can you please share that number? I have just joined Accor Plus and have a couple of questions I would like to ask them. Thank so much.

 

[ksthommo]

Missing points claim can also be submitted in the Accor App.
Account/Status/Show Details - Scroll down to Claim your points.

Used it a few times with success.

 

[Myrna]

We had a $50 hotel voucher from QF, so we used it to book a one night stay at Pullman Brisbane Airport. However, the confirmation from QF said this about the room details "SUPERIOR ROOM, 1 King Size Bed. 31 SQM- 334 SQF Room, LCD TV with Cable, Work Desk, Shower, Steam Iron, Ironing Board, Bathrobes, Slippers, WiFi, 1 Extra Bed possible, non-smoking rooms available upon request." We thought all hotel rooms in Australia are non-smoking - No? We looked in Pullman Brisbane Airport website and it said the same "non-smoking rooms available upon request". Therefore, who should we contact - QF or Pullman - to request for a non-smoking room? by telephone or email? Thanks!

 

[SYD]

We had a $50 hotel voucher from QF, so we used it to book a one night stay at Pullman Brisbane Airport. However, the confirmation from QF said this about the room details "SUPERIOR ROOM, 1 King Size Bed. 31 SQM- 334 SQF Room, LCD TV with Cable, Work Desk, Shower, Steam Iron, Ironing Board, Bathrobes, Slippers, WiFi, 1 Extra Bed possible, non-smoking rooms available upon request." We thought all hotel rooms in Australia are non-smoking - No? We looked in Pullman Brisbane Airport website and it said the same "non-smoking rooms available upon request". Therefore, who should we contact - QF or Pullman - to request for a non-smoking room? by telephone or email? Thanks!

I’d contact the hotel directly. There should be contact details on the QF Hotels confirmation email. Otherwise, look it up on Accor Hotels there should be contact details there also.

But I’d be surprised if most of the rooms aren’t “Non smoking”. Maybe mention this to them. They might be equally surprised by the listing.

One advantage of booking direct, my hotel chain profiles have “Non smoking” selected (where that’s a profile option).

But I can’t remember the last time I was in a “smoking” room anywhere in the world - but that can be horrible and I’ve changed rooms in the past.

 

[RareAir]

Not sure where to put this one. Some time ago I tried linking my QFF and Accor memberships and it didn’t work, just kept referring me to log in to the other depending on which account I was in but neither way worked. Looked more to be the Accor end than the Qantas end. Anyway in the act of doing this the Accor account thought something suspicious was going on. So now they’ve partially locked my account (I can still log in and view points etc but all other functions are locked).

I contacted Accor and they said to unlock I needed to verify details by submitting photo of my drivers licence or passport into a secure portal. Call me old fashioned but in this day and age I like to be careful with providing such details online. I asked if there was another means by which to verify ie telephone or in person at an Accor hotel but just got the same portal response back.

Is there any advice out there for me on this one?

Cheers

 

[SydneySwan]

Thanks Matt. Very useful article. So many companies have perfected the art of being uncontactable and I had thought Accor were fully paid up members. Apparently not.

I have inadvertently ended up with 2 ALL accounts both with some points in them. I know you used to be able to merge accounts. Does anyone know if this is still possible?

Or shall I just shoot an email to [email protected]. and hope for the best?

As a follow up, I did send an email and they merged my 2 accounts and all done within a couple of days. Very impressed!

 

[Telemachus]

Not sure where to put this one. Some time ago I tried linking my QFF and Accor memberships and it didn’t work, just kept referring me to log in to the other depending on which account I was in but neither way worked. Looked more to be the Accor end than the Qantas end. Anyway in the act of doing this the Accor account thought something suspicious was going on. So now they’ve partially locked my account (I can still log in and view points etc but all other functions are locked).

I contacted Accor and they said to unlock I needed to verify details by submitting photo of my drivers licence or passport into a secure portal. Call me old fashioned but in this day and age I like to be careful with providing such details online. I asked if there was another means by which to verify ie telephone or in person at an Accor hotel but just got the same portal response back.

Is there any advice out there for me on this one?

Cheers

That phenomenon seems to be fairly common. See for example this AFF thread from Jan 2024 in which the OP persuaded Accor to accept other less sensitive personal details in lieu of the documents specified in the message you saw while logged in.

I have had this issue three times in under two years. I did absolutely nothing as I was no more willing than you to send in scans of my ID docs. The partial suspension/lock was lifted within a few days in all three instances without any communication at all between ALL and me: just the warning message on the overview page after logging in, and then when I logged in several days later (maybe a week) I found everything back to normal.

 

[RareAir]

Thank you, appreciate the time taken to respond - very helpful.