Accor hotel offer

Questions/Answers

• How do I contact Accor customer service?

  Accor customer service is only accessible by e-mail via the form. For urgent requests, you can contact the hotel and not customer service.  

  To make it easier to deal with your request, here is the information you need to have ready: the booking reference, the date of your stay, the name of the hotel and your name.  

• How long does it take to process a request?

  Requests are processed within 72 hours of receipt and customer service is open 7 days a week, 24 hours a day.  

• I would like a refund for my hotel booking

  If you have opted for or chosen:  

  The Flex package, your booking can be cancelled and refunded up to 6pm on D-1.  

  The Semi-flex package, your booking can be cancelled and reimbursed up to D-7 at 6 p.m.  

  No flex, your booking cannot be refunded 

• If there is a strike affecting my train, will I be reimbursed for my hotel order?

  In the event of a strike, Accor's cancellation conditions apply, depending on the package you have booked:   

  • With the Flex package, your booking can be cancelled and reimbursed up to 6 p.m. on D-1.  
  • Semi-flex package, your booking can be cancelled and refunded up to D-7 at 6 p.m.  
  • No flex, your booking cannot be refunded  

• How can I benefit from the ALL member rate?

  You need to join the ALL loyalty programme free of charge.  

• What is the ALL loyalty programme?

  Depending on your status, your ALL - Accor programme allows you to collect points and benefit from exclusive advantages (late check-out, upgrade...)

  More information about the ALL loyalty programme

• I have already an ALL loyalty account. If I book an ALL hotel through SNCF Connect, will I earn points?

  Yes, if you have an ALL loyalty account, you can earn points when booking an ALL hotel through SNCF Connect. Make sure to log in during the booking process, and your points will be credited to your account after your stay.