How to Contact Accor Customer Care

Matt Graham
Enseigne du groupe des hôtels Accor, siège social à Issy-les-Moulineaux près de Paris
Photo: Adobe Stock.

Accor is the French parent company of hotel brands including Sofitel, Pullman, Novotel, Mercure and Ibis. Its loyalty program is called Accor Live Limitless (ALL).

Accor hotel brands: Sofitel Luxury Hotels, SO Hotels & Resorts, Pullman Hotels and Resorts, Rixos Hotels, Grand Mercure, Mercure, The Sebel, Art Series, Novotel, MGallery, Mantra, Mama Shelter, Peppers, Fairmont Hotels & Resorts, Swissôtel Hotels & Resorts, Mövenpick Hotels & Resorts, Adagio Aparthotel, BreakFree, twenty five hours hotels, ibis budget, ibis Styles, ibis.
Accor hotel brands.

If you want to make an enquiry about an upcoming or past hotel reservation, Accor generally recommends that you contact the hotel directly. But what if you have a question about your Accor Live Limitless account?

I personally like the ALL loyalty program. Accor has a strong presence in Australia, and you can earn extra points through the program’s partnership with Qantas Frequent Flyer. But on occasions when I’ve needed to contact Accor ALL customer service, I’ve unfortunately found this a lot more difficult than it normally is with hotel loyalty programs.

Accor’s website does have an ALL support area where you can find answers to frequently asked questions. But it’s very hard to find a page on the ALL website with instructions on how to contact a real person.

Accor Live Limitless (ALL) contact details

If you’d like to get in touch with a real person at Accor Live Limitless customer service, you have three main options…

Use the Accor website contact form

There is a contact form on the Accor website – it’s just very well hidden.

After clicking on the link above and selecting the most appropriate options from the drop-down lists, you’ll then be able to fill in your personal details and submit a request form.

ALL contact us page
There is an ALL contact form on the Accor website.

Send an email to Accor customer care

If you’d like to get in touch with Accor customer care, including for enquiries relating to the ALL loyalty program, you can email [email protected]. Be sure to include your ALL membership number, if relevant. You’ll generally get a response within around 1-5 days.

Call Accor

You can find a list of worldwide phone numbers for Accor reservation offices here. If you’re in Australia, you could call 1300 656 565 or +61 3 8593 9198.

However, I generally find that the call centre will direct you to send an email using the address above if your enquiry is about the ALL loyalty program.

Leave a comment or discuss this topic on the AFF forum
Matt Graham
The editor of Australian Frequent Flyer, Matt's passion for travel has taken him to over 70 countries… with the help of frequent flyer points, of course!
Matt's favourite destinations (so far) are Germany, Brazil & Kazakhstan. His interests include economics, aviation & foreign languages, and he has a soft spot for good food and red wine.

You can connect with Matt by posting on the Australian Frequent Flyer community forum and tagging @AFF Editor.
Matt Graham
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SydneySwan Feb 20, 2024 #1

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?

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p--and--t Feb 20, 2024 #2

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.

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SYD Feb 20, 2024 #3

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.

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Peso Feb 22, 2024 #4

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.

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h hibbo Feb 22, 2024 #5

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 !!!!!

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Lynnelanne Feb 22, 2024 #6

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.

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ksthommo Feb 22, 2024 #7

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.

View image at the forums

View image at the forums

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M Myrna Mar 11, 2024 #8

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!

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SYD Mar 11, 2024 #9

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.

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R RareAir Apr 10, 2024 #10

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

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