Accor レビュー 

Right now we are very very dissapointed with Mercure Accor, while they closed our favorite hotel Mercure Mitte Berlin.

They are going to host refugees, and dont give us notice less than 3 weeks.

They write: We offer you to change your reservation to a hotel free of charge. You will not incur any additional costs for this. We ask for a short confirmation
Please let us know if you would like to cancel the booking free of charge or if we can help you find alternative accommodation.
Alternatively, we have booked you into the other hotel at no additional cost.

The email came saturday afternoon. Still no answer on email.

Very poor customer service. The front office staff are dishonest and dismissive, while the central complaints procedure is extremely slow and dismissive. A company to be avoided

Hotel Mercure Benidorm.
Terrible hotel, food poor and coffee machine is very slow to disperse and users get agitated.
The hotel works on first class privilege and third class, we booked through Tui.
Third class rooms are smaller than pidgin huts. Located away from the centre up an inclined hill and not suitable for disabled.
No Tui rep, no entertainment, no comfortable lounge seats. Very expensive hotel for what you pay. A quiet hotel because it is dead as a mortuary. A much better hotel is the H10 Pontiente which is right on the sea front and 300 meter from the the old town. Only booked this hotel after reading Tui reviews. Don’t believe the the Tui reviews for this hotel.
Never again.

I made a complaint to Acor on 20.07.23 following my stay at Mecure Eiffel Tower. The hotel dealt with the issues poorly and the customer services team have acknowledged my complaint but not responded to it. The hotel rooms were not of the quality I would expect. My advice is do not book with them.

Update 25.09.23 They have done nothing to resolve this I get emails but no one takes responsibility and resolves it.

Unbelievable experience with Accor. They had bed bugs in the hotel and I was bitten. I had to throw away my suitcase and clothes. They have refused to compensate me. Disgusting conduct

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.

Nicht alle Hotels sind schlecht, teils ganz im Gegenteil. Aber dafür sind Marke und Marketing so unseriös wie die unsauberen Reklameaktionen ... von den Angeboten ist nicht viel zu halten, versucht man, die Vergünstigung einer Buchung zu erhalten, die mehr als 15 Tage im Voraus erstellt wird, kommt postwendend die Antwort "nicht mehr verfügbar ..."und zwar egal ob in einem Monat oder einem Jahr. Entweder ist die IT unfähig oder das Management. Mailadresse zur Beschwerde gibt es auch nicht, nur Antworten auf Fragen, die man nicht stellen will. Typischer schlechter Ami-Service einer Kette, die am Kunden wenig interessiert ist. Einträge in deren Facebook-Seite werden direkt unterdrückt, passend zur "Seriösität" von Accor. Besser ein deutsches Hotel buchen.

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 !

Ondanks dat ik te laat was met het vragen om restitutie (reis kon niet doorgaan vanwege corona maatregelen) voor een boeking uit 2020, is dankzij ingrijpen vanuit het hoofdkantoor Nederland het hotel in Parijs toch overgegaan tot het terugbetalen van de volledige reissom.
Waarvoor dank!

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.