Welcome to the AccorHotels.com contact section

Do you have questions, comments, or complaints? Get answers to all your questions

Whether you're planning a future stay in our hotels or you've already completed your stay, we are at your service to listen and respond to your questions or comments: this space is just for you!


How do I find a hotel and make a reservation?

There are 4 ways you can search for a hotel on our Internet sites.

  • If you know the exact name of your city destination, you can enter it on the Home page. This is the fastest way to access the selection of available hotels at your destination for the dates you give.
  • You can locate a hotel on a map of a city, close to an address, near a tourist attraction, or on your route to a holiday or busines destination.
  • You can also let yourself be guided with the help of our map search tool.
  • If you know the code number of the hotel in which you wish to stay, use the Express Reservations function. It's the fastest way to book.

What are Internet sales conditions?

  • Prices shown are per room and per night, for the number of persons and dates previously selected.
  • Local taxes are not included.
  • Only prices in the local currency of the country of the hotel are guaranteed.
  • Currency exchange rates are given as an indication and are not binding. Only prices in the hotel's local currency are guaranteed.
  • Registered card holders who reserve via Internet enjoy the advantages of guaranteed room availability if the reservation is made two or three days in advance, discounts, Compliments points, and Weekend Night checks for ibis hotels. These advantages apply to the card holder's room and that of accompanying children (limited to one room with one or two children under age 18).
  • The 3-day reservation guarantee for AccorHotels Favorite Guest card holders does not apply to hotels in the AccorHotels Vacances and Thalassa sea & spa network.
  • The benefits and discounts from your AccorHotels Favorite Guest Card cannot be used for the hotel + treatment Thalassa sea & spa packages
  • Further sales conditions applicable to each rate or type of room may be consulted on the list of rates.

How to use express reservation ?

Its very easy to use ! Select the hotel of your choice thanks to Express reservation. To facilitate reservation and browsing on all our sites, AccorHotels hotels have implemented a system with which you can select an hotel using a single code.

Type in the 4-digit code of the selected hotel in the appropriate area and select the brand.

Where to find the hotel code?

  • In the guide book of AccorHotels hotels or of the brand.
  • On the website, in the hotel presentation pages.

How many rooms can I reserve?

Our Internet site allows you to reserve up to three* rooms per hotel for the same date or for different dates*. If you need a fourth room in the same hotel, please make another reservation (the "comments for the hotel" dialogue box cannot be used to request a fourth room).

*Two rooms on identical dates for ibis budget and Hotel Formule 1

Do I need my credit card to make a reservation?

We need your bank details to confirm your Internet reservations. The amount shown will not be debited by the hotel until the end of your stay. Our reservation system is completely secure, which means that you can send us your details in complete confidence. Please go to the securitysection of the site to find out more.

If you would rather not submit your bank details over the Internet to confirm your reservation, AccorHotels Hotels offers you the opportunity to contact your nearest reservation centre*.

If you have a loyalty card, you will also be asked for your credit or debit card number because your loyalty card cannot act as a guarantee.
*except ibis budget

What does the message "reservation deadline expired" mean?

It is possible to make same-day hotel reservations on our Internet sites up to a certain time, which varies according to the hotel (5 p.m. for ibis budget and Hotel Formule 1). For last-minute booking, please contact the hotel where you wish to stay directly. You will find its contact details on the hotel description page.

If I make an Internet reservation, will my loyalty card be credited with the points I earn?

Making a reservation on the Internet makes no difference to the way your loyalty card works. Please offer your card to the hotel reception on arrival to make sure your nights are credited and to receive your reduction.

How can I receive a confirmation of my reservation via SMS?

SMS (Short Messaging Service) is a service that sends short messages of no more than 160 characters to your mobile phone. SMS are sent by the current GSM network, allowing you to receive messages virtually in real time, wherever you are.

By entering your mobile telephone number in the on-line registration form (or at the end of your reservation), you will soon receive free of charge* a message confirming your reservation, along with the address and phone number of the hotel (for the following brands: Sofitel, Novotel, Suite Novotel, Mercure and ibis Styles).

If you are already registered, you can add to or modify your personal profile. Otherwise, you can register now.

* Depending on the price terms applied to SMS reception by your operator.

How do I find out if dogs are accepted,if the hotel has rooms for non-smokers, get directions on how to find the hotel, etc.?

All the individual details for each hotel are given on the hotel pages describing locations and facilities. If you have any further questions about a particular hotel, please contact it directly.

How can I send you my comments about your Internet site and tell you about any problems I encounter?

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How do I view or cancel a reservation?

  1. Make sure you have available the confirmation number you were given when you made your reservation.
  2. To view or cancel your reservation now, click here.
  3. If you entered your loyalty card number when you made your on-line reservation, you can use that card number later to call up and display your current reservations*. *except Formule1

If something happens and I cannot use my reservation, how long have I got in which to cancel it?

If your plans change, you can cancel if the conditions of sale and cancellation allow you to do so :

  • By using the cancellation function on this website
  • By contacting the hotel directly

If you do not do this, any booking that has not been cancelled will be invoiced for the entire stay or part of it in accordance with the terms and conditions of the rate booked. (See clause 'Cancellation deadline' in the terms and conditions)
Note: for some rates, cancelation of a reservation may be subject to conditions. Please see the terms and conditions of sale associated with the rate to find out more.
In the case of prepayment, no refund will be made.

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Is your site secured ?


Our Internet site uses the SSL encryption protocol to guarantee secure transactions and complete confidentiality. Your bank details and all the information you enter on the various forms are automatically encrypted when your data is transferred over the network.

The SSL (Secure Socket Layer) encryption system automatically encrypts your data before it is transmitted over the network, and it can only be decrypted using a unique key once it has arrived on our server.

Developed by Netscape, SSL is the most widely used and successful secure transaction solution. As part of our commitment to offering you the best performance at all times, we will continue to monitor and analyse future security systems, which will be implemented as they are developed.

To use this system, all you have to do is to make sure that your browser is compatible (generally, version 3 or better). If your browser supports this system, you should see one of these icons in the bottom left of your screen (for Netscape), or the bottom right of your screen (for Microsoft Internet Explorer).

An error message appeared when I tried to submit my details in secure mode.

Our Internet site uses the SSL encryption protocol to guarantee secure transactions and complete confidentiality, but some browsers do not support this protocol. If you connect to the Internet via a proxy, it could be that secure mode is not permitted.

However, you can request a reservation by : Contacting your nearest reservation centre directly.

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Why should I bother with a user ID?

I can't remember my password. What should I do?

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I'd like to find out more about AccorHotels Hotels and to see some figures about the company. How can I obtain that information?

All the publicly available information about AccorHotels Hotels is contained in our individual hotel brand sites. Please visit our corporate site for more comprehensive information.

I'd like to send you my comments following a stay in one of your hotels. How do I do that?

How can I get more information about organising meetings, and conferences in your hotels, or make a group booking request?

Because all your meetings are quite unique and because we appreciate that your needs will be different if you are organising a working meeting rather than a training seminar, motivational travel, a conference, a general meeting or group accommodation for your employees, we have created special systems which can find the right hotel to meet your individual requirements. To find out more, please visit our "Pro Area",which you can link to from the home page.

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  • Europe

    • Austria
      01 360 27 72 000
    • Belgium
      FR 0 26 43 50 02
      VL 0 26 43 50 00
    • Denmark
      +45 804 000 53 (Toll free)
    • France
      0825 88 00 00 (0,15€/mn)
      Express reservation (0,34€/mn)
      ibis budget / Hotel Formule 1 : 0892 688 900
      hotelF1  : 0892 685 685
    • Germany
      069 95 30 75 95
    • Italy
      199 129 999 (0,15€/mn)
    • Netherlands
      +31 (0)2 0654 5730
    • Poland
      +48 502 805 805 (From mobile and abroad)
      0801 606 606 (From Poland only)
    • Portugal
      21 318 00 49
    • Spain
      902 100 463
    • United Kingdom
      0871 663 0624 (calls cost 13p per minute plus network extras)
    • Sweden
      +46 020 120 3214 (Toll free)
    • Russia
      +7 495 7059486
    • Switzerland
      022 567 5310
    • Turkey
      +90 212 375 5215

    Middle East

    • United Arab Emirates
      800 035 702 749 (Toll free)

    Others countries in the Middle East

    • Others countries in the Middle East
      +1 506 870 7179 (english)
  • North America

    • USA / Canada
      844 382 2267, 24h/24h (Toll free)

    South America

    • Argentina
      00 800 2222 2267 (Toll free)
    • Brazil
      0800 703 7000 (Toll free – Outside São Paulo)
      (11) 2755 6702 (Within São Paulo)
    • Chile
      800 570 234 (Toll free)
    • Colombia
      005 800 2222 2267 (Toll free)
    • Mexico
      01800 1110098 (Toll free)

    Asia / Australia / Pacific

    • Australia
      1300 656 565, 24h/24h
      1300 363 637, 24h/24h (For Accor Members)
    • China
      4 008 182 688
    • South Korea
      00798 8521 2018 (Toll free)
    • Fiji
      008 002 158 (Toll free)
    • Hong Kong
      800 938 768 (Toll free)
    • India
      1 860 500 2020
    • Indonesia
      +62 21 25 53 34 00
    • Japan
      034 455 6404
    • Malaysia
      1 800 80 25 78 (Toll free)
    • New Zealand
      0800 444 422 (Toll free)
    • Philippines
      1 800 1611 00 68 (Toll free)
    • Singapore
      800 6161 367 (Toll free)
    • Taiwan
      0809 09 80 28 (Toll free)
    • Thailand
      +66 (0) 2 659 28 77

    Other Countries in Asia

    • Other Countries in Asia
      (+61) 1300 890 866

    Other Countries

    • From other countries
      (+33) 146 624 440 (french)
      +1 506 870 7179 (english)

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You are currently connected to the ACCORHOTELS group's hotel reservations site. By accessing this site, the user commits to the current conditions of use.

  1. Editor's information:

    This site is edited by:
    ACCOR SA, a French limited liability company with a capital of € 870 366 459, Trade and Companies Registry no. RCS NANTERRE B 602 036 444, Intracommunity VAT no. FR 93 602 036 444. Registered in the register of travel agents and other tour operators under no. IM091100035. Guarantor: WHITE ROCK INSURANCE PCC Limited - Suite 913 Europort - GX11 1AA GIBRALTAR. Insurer: ALLIANZ GLOBAL CORPORATE & SPECIALITY - Tour Opus - 77 Esplanade du Général de Gaulle - 92081 Paris La Défense - France.

    Accor SA
    Head office
    82, rue Henri Farman
    CS 20077
    Tél : +33 (0)1 45 38 86 00

    Publishing Director: Romain Roulleau

  2. Host information:

    This site is hosted by:

    Accor SA
    Direction Générale des Systèmes d’Information et Telecom
    2 rue de la Mare Neuve
    91000 Evry
    Tél : +33 (0)1 61 61 80 80

    The travel inspiration service, available at https://www.accorhotels.com/gb/travel-guide/index.shtml, is hosted by:

    Société Oxalide
    25 boulevard de Strasbourg
    75010 Paris
    Tél: + 33 (0) 1 75 77 16 66
  3. Data Protection:

    For more information on the AccorHotels group's data protection policy, please see the Charter on the Protection of Customers' Personal Data

  4. Copyright :

    The site's presentation and each element, including the domain name, trademarks, logos, brand names, drawings, illustrations, photographs, texts, graphics and other files found on this site, are protected by the current intellectual property laws and belong to Accor SA or have been authorised for the use of Accor SA.

    No element found on www.accorhotels.com may be copied, reproduced, modified, reissued, loaded, altered, transmitted or distributed in any way whatsoever or in any form whatsoever, either partially or fully, without the prior written authorisation of Accor SA, except in the case of strictly personal, private and non-commercial use, without changing the current elements on the site.

    The following must accompany all full or partial copies of the site's content: "Copyright Accor SA. The photographs used on www.accorhotels.com are non-binding."

    Any other use of www.accorhotels.com or the elements therein without express authorisation would be considered an infringement upon the rights of Accor SA and indictable as counterfeit under articles L. 355-2 et seq. of the French Intellectual Property Code.

  5. Accor's rights as the producer of a database

    All clients, customers, prospects and partners have the non-exclusive, untransferable and inalienable personal right to view the information found on www.accorhotels.com for their own hotel reservation needs.

    They may extract and/or reuse part of this site's content for personal viewing purposes, as long as this extraction and/or reuse does not concern a substantial (either in terms of quality or quantity) portion of the site's content. Moreover, it is prohibited to extract and/or reuse any of this site's content repeatedly, even if the content is not substantial.

    Any full or partial reproduction of the site for other means is strictly prohibited by articles L. 342-1 and L. 342-2 of the French Intellectual Property Code. It is also prohibited to communicate to the public all or part of the site's content, in any form and to any audience whatsoever.

    In particular, it is strictly prohibited to use this site's content for commercial purposes.

  6. Photo Credits
  7. For more information on the photographs used on www.accorhotels.com, please see the Photo credits section.

  8. Responsibility
  9. All of the information accessible through this site is provided as is. Accor SA gives no explicit or implicit guarantees and assumes no responsibility for the use of this information.

    The user has sole responsibility for the use of this information.

    Accor SA reserves the right to edit this information at any time, in particular through updates to www.accorhotels.com.

    The user undertakes not to transmit any information on this site that would involve civil or legal liability and, in this respect, undertakes not to divulge any information that is illegal, libellous or against public order through this site.

    Accor SA does everything within its means to provide its users with the available information and/or tools that have been verified, but it cannot be held responsible for any errors, for a lack of available information and/or for the presence of viruses on www.accorhotels.com.

    Sites that are external to the AccorHotels Group with hyperlinks to this site are not subject to the control of Accor SA, which, as a consequence, declines all responsibility for their content. The user assumes full responsibility for use of these sites.

  10. Cookies
  11. Pour en savoir plus sur l’utilisation des cookies sur le site www.accorhotels.com, veuillez consulter la Charter on the Protection of Customers' Personal Data.

  12. Hyperlinks
  13. The creation of hyperlinks to www.accorhotels.com requires the prior written consent of Accor SA.

  14. Email
  15. For any comments on how www.accorhotels.com works, please visit the Contact section and select "Comments concerning the Accorhotels.com site".

  16. Please note
  17. Any messages sent through the Internet site are subject to interception and cannot be guaranteed as confidential until they reach us.

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The photos used on this website are non-contractual
© copyright photothèque AccorHotels - Jean Luc ABRAINI - Francis AMIAND - Jean-Jacques d'ANGELO - Ludovic AUBERT - Carole BELLAICHE - Marc BERTRAND - Jean-Marc BLACHE - Jean-Pierre BOLLE - Joachim BONNEMAISON - Nicolas BOREL - Jack BURLOT - Sylvain CAMBON - Fabrice CATELOY - Giovanni CECCHINATO - Chart-Asa CHAKHRIT - Pierre CHARRIAU - Cyril CHAUVIN - Tessa CHRISP - Philip CLARK - Tim Evan COOK - Alain DENIZE - Serge DETALLE - Dewandra DJELANTIK - Thomas DUVAL - Alessandra DOSSELLI - Moussa ELIBRIK - Charly ERWIN - Gabor F.TOTH - Michel FAINSILBER - Xavier FERRAND - Bruno GARCIN-GASSER - Ian Fraser GIBB - Melissa GIBSON - M.GODET - Jacques-Yves GUCIA - Jean GUICHARD - Lucas GURDJIAN - Alexander HAIDEN - Stéphane HIMPENS - Pharadorn INYASRI - Stéphane KOSSMANN - Daniel KRINGS - Thanaporn LABOUP - Anthony LANNERETONNE - Jacques LEBAR - David LEFRANC - Matthieu LEMAIRE-COURAPIED - Darren LENNON - Paul LEPREUX - Bernd LIPPERT - Bill LORENZ - Marie-Caroline LUCAT - Hamilton LUND - Geoff LUNG - Duncan Mc NICOL - Caleb MING - Steve MUREZ - Sara NIEDZWIECKA - Veerasak NIYOM-HMOR - Sam NUGROHO - Miguel A. PATIER - Christian PFAMMATTER - Fabrice RAMBERT - Pierre-Emmanuel RASTOIN - Daniel SANCHEZ - Luc SELVAIS - Lina SKUKAUSKÉ - Michael SPENCER - Michael SU - Minh TANG - Jean-Marc TINGAUD - Annemiek VELDMAN - Linda VAN WIJNGAARDEN - Ouan VU MINH - Barbara ZONZIN - Boris ZULIANI.

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