Frequently asked questions
Didn't find the answer to your question?
Our customer service can help you.
>> Contact us
Your individual bookings
Your group bookings
Booking your personal stays (STAR rates)
Best price guarantee (general terms and conditions)
Your contact details
TRESHOLD service (for agencies not belonging to the onyx payments club)
How do I book online at travelpros.accorhotels.com?
You can book online whenever you have an IATA / TIDS / CLIA / TRUE industry code. Your code gives you access to the best available rates. Those eligible for commission are indicated accordingly.
If you don’t have an IATA / TIDS / CLIA / TRUE code, you can request an RT code.
What is an RT code?
This is an internal AccorHotels code created specifically for your agency that allows you to book online under the same terms and conditions as IATA / TIDS / CLIA / TRUE agencies.
Can I be certain I’m getting the best current rate for my customer?
Yes, Accorhotels.com guarantees the best current rates. If you book an AccorHotels room on one of the group’s websites and find an equivalent offer on another website (within 24 hours) for the same hotel at a lower price and with the same terms and conditions of sale, we will honour the lower rate and give you an additional 10% discount.
To find out more, click here.
How many rooms can I book?
You can book up to 3 rooms per booking at the same hotel for the same dates.
For 4 to 6 rooms, you will need to make 2 bookings under the “INDIVIDUAL BOOKING” tab.
For 8 or more rooms, you will need to book under the “GROUP BOOKING” tab.
If you are making a booking for a personal stay using STAR rates (“BOOK A PERSONAL STAY”), you can book up to two rooms.
How do I amend my booking?
You will first need to cancel it and make a new booking. Before cancelling, make sure the rooms are still available.
Click here to cancel/amend your booking.
Is a credit card mandatory for online bookings?
A credit card may or may not be required at the time of booking, depending on the rate’s terms and conditions.
Will I receive confirmation?
Yes, confirmation with a booking number will be sent automatically to the email address you entered when making your booking.
Can I guarantee the booking with the agency’s credit card?
You can guarantee the booking with a credit card belonging to the agency or the customer.
Can I prepay when booking online?
If you book a rate not subject to restrictive sales terms and conditions, you will not be able to prepay.
If you wish to prepay, you will have to advise the hotel of your credit card number by fax or contact the hotel directly.
What is the "Members' Rate"?
The members' rate is offered exclusively to any subscriber of the loyalty programme on the AccorHotels Group websites. In short, all customers with a Le Club AccorHotels card are eligible.
The members' rate gives you access to the best rates, with an additional discount of up to 10%, depending on the hotel brand and the country in which it is located.
The rate is non-commissionable
Conditions of the offer. List of participating hotels.
How do I book the Members' rate?
1. Go to the search engine on travelpros.accorhotels.com, and select the 'individual bookings’ tab.
2. Enter your customer’s 16-digit Le Club AccorHotels loyalty number.
3. Start your search.
4. The 'members' rate' will be automatically displayed in the search results.
How many rooms constitute a group booking?
A group booking is 8 or more rooms with a minimum 15 people.
Can I book rooms online for a group on a personal basis?
No, this service is only available to tourism professionals (travel agencies, coach operators, tour operators etc.) for their one-off group stays.
For personal requests, please contact the hotel directly (the hotel’s contact information is included in the hotel description).
Is the displayed group rate eligible for commission?
The rate is net and not eligible for commission. It applies only to leisure stays.
Can I block rooms online in a specific hotel?
Yes, for all hotels where a rate is given. Select the hotel at which you wish to place option on hold. You can block space at one hotel at a time.
The hotel will contact you within 24 hours to follow up and finalise your booking.
Can I send a group request to more than one hotel?
You can request a quote from up to 3 hotels.
I have placed an option on hold and wish to contact the hotel. Where can I find its telephone number?
The telephone number is included in the room option confirmation that was emailed to you.
Can I book half board online?
If the hotel offers half board, the dinner rate will be displayed on the website.
Can I book porter service online?
If the hotel offers porter service, the rate will be shown on the website.
How far in advance can I book a group?
You can book a hotel 13 months in advance.
How long can I keep the option for my group?
The end of the option period is stated in the confirmation sent to you by email.
What are the terms and conditions of sale?
The terms and conditions of sale are posted on the website.
How do I pay for a group stay?
Payment is made directly to the hotel you have booked according to the payment terms stated in the terms and conditions of online sales.
Can I amend or cancel a group booking online?
Once you have placed an option, any amendment or cancellation must be made with the hotel. The group rate is guaranteed for the initial option.
Any amendment of this option may result in a rate change.
How do I obtain my access codes to book the STAR rate?
You should have been sent your access codes by your AccorHotels contact. If you have not received them, please complete the form in the STAR section.
Your access codes will be sent to you automatically on the day you request them.
Once I’ve registered, how long before I receive my STAR access codes?
Your access codes will be emailed to you automatically on the day you requested them.
Can I book the STAR rate as soon as I receive the codes?
Yes, all you need to do is select the “BOOK A PERSONAL STAY” tab. Complete the booking form and include:
- Your IATA/TIDS or RT code
- Your STAR code
- Your STAR agreement number
- Your arrival and departure dates
- Your destination
What is the STAR discount?
The discount can be up to 30% off the lowest public rate.
Is the STAR rate eligible for commission?
No, this rate is not eligible for any commission since it is only valid for your personal travel.
How do I book a STAR rate?
Click the “BOOK A PERSONAL STAY” tab on our website.
Enter your STAR codes and choose your destination and dates. Available STAR rates are clearly displayed when you click on
“Select” of your chosen hotel.
What documents will I need when checking into the hotel when I book STAR rates?
These rates are only valid for your personal travel.
On arrival, you will need to show your credentials (IATA or TIDS card, or a supporting document on your company’s letterhead) or, in the case of RT code holders, a pay slip mentioning that you are a travel professional (travel agent, tour operator, coach operator, etc.).
How many rooms can I book with STAR rates?
Bookings are limited to 2 rooms per person making the booking (spouse and children only).
What is the best price guarantee?
If you book an AccorHotels hotel online on any AccorHotels website and find (within 24 hours) an equivalent offer on another website for the same hotel at a lower price (excluding tourist tax but including administration fees), we will honour the lower rate and give you an additional 10% discount.
How do I qualify for the best price guarantee?
1 - When you book an AccorHotels hotel online on any of our websites at the best available rate, you will receive a booking confirmation number.
2 - If, within 24 hours, you find an equivalent offer on another website (same hotel, same dates, same room type, same terms and conditions of sale, etc.) at a lower price, complete the form on our website and attach the required supporting documents for the Best Price Guarantee to be applied.
3 - Once we have checked the information provided, we will apply an additional 10% discount to the lowest rate found.
4 - Your stay will then be eligible for the best price guarantee for your room.
What does the guarantee apply to?
The Best Price Guarantee applies to bookings made at any Sofitel, Pullman, MGallery by Sofitel, Novotel, Novotel Suites, Mercure, Adagio, ibis, ibis Styles, ibis budget and Orbis brand on one of the following AccorHotels websites: www.accorhotels.com, www.sofitel.com, pullman.accorhotels.com, www.novotel.com, mercure.accorhotels.com, www.adagio-city.com, ibis.accorhotels.com, www.orbis.pl or on their mobile app or on the AccorHotels app, and for which a confirmation number was issued when the booking was confirmed.
To submit a claim under the Best Price Guarantee, you must complete the online claim form on one of the above-mentioned sites.
What are the applicable rates/exclusions?
The Best Price Guarantee applies exclusively to rooms booked at the Sofitel, Pullman, Grand Mercure, The Sebel, Novotel, Novotel Suites, Mercure, Adagio, Adagio Access, ibis, ibis Styles, ibis budget, HotelF1 or Orbis hotels, excluding all-inclusive packages and offers made at the hotel, transport services or any other service related to the room booking.
The rates covered by the Best Price Guarantee must be available to the general public and available to be booked. They expressly exclude:
- group rates
- corporate rates
- conference and seminar rates
- specific promotional offers granting an additional discount after the booking is made (for example, promotional codes issued after signing up for a newsletter)
- member rates under AccorHotels’ loyalty programmes: Business Plus, ibis BUSINESS and Accor Advantage Plus
- rates granted to AccorHotels partners and their employees
- rates granted to AccorHotels employees
- rates offered by opaque inventory sources (e.g. Hotwire and Priceline) which only provide the hotel name or location once the booking is made.
Similarly, Le Club AccorHotels Rewards hotel vouchers cannot be used to obtain a discount on published rates for the purposes of making a claim.
The Best Price Guarantee does not apply to websites requiring membership, online memberships or programmes requiring a password or login to view hotel rates and room availability. This includes all memberships and all programmes where membership is not automatic, plus (i) those which require consumers to "register” to become members; (ii) any online or mobile interface used by members and protected by a password; and (iii) where consumers are required to have completed a customer profile.
What room categories does it apply to?
The Best Price Guarantee applies to the same room category as the category booked on one of the AccorHotels websites.
The room category claimed for must be available and bookable on another website at the time of verification by the AccorHotels customer service department.
Dates and length of stay
The Best Price Guarantee applies to the same dates as those booked on one of the AccorHotels websites.
For claims concerning a booking of two or more consecutive nights (at the same hotel), the Best Price Guarantee applies to the price per night and not the total amount of the stay.
If the rate found on another website is in a different currency to that of the rate booked on an AccorHotels website, the AccorHotels customer service department will convert this rate into the same currency as the rate offered on the AccorHotels website.
The exchange rate used will be the AccorHotels exchange rate in effect on the AccorHotels website at the time of the original booking.
AccorHotels reserves the right to refuse a claim if it appears that the two websites are using different exchange rates.
Price differences due to currency fluctuations, rounded figures or related to differences in the exchange rate will not be taken into account for the Best Price Guarantee.
Terms and conditions of sale
For the Best Price Guarantee to apply, the terms and conditions of sale applicable to the rate of the other website must be the same as those applicable to the rate booked on an AccorHotels website.
Specifically, this concerns:
- prepayment and deposit requirements
- cancellation terms and conditions
- terms and conditions for amending a booking
Submitting a claim
The online claim form is available on any AccorHotels website. The mandatory fields on the claim form must be duly completed, and the required supporting documents must be attached to the claim. Claims that are incomplete, incorrect or include illegible or incomplete supporting documents will not be processed.
A claim may be made within the 24 hours following the booking made on any AccorHotels website, as attested by the time on the booking confirmation, and 72 hours before the scheduled arrival at the hotel. If the original booking was made within the 72 hours preceding the arrival at the hotel, the Best Price Guarantee does not apply.
After verification by our customer service department, the Best Price Guarantee will be granted if your claim meets all the application conditions. Our customer service department will send you an e-mail with the reservation confirmation number as well as the new rate that will apply to your booking.
In the case of a booking where the rate was prepaid, the hotel will reimburse the difference in price on the credit card initially debited online.
If the claim does not meet the conditions of the Best Price Guarantee, our customer service department will send you an e-mail stating that the Guarantee cannot be applied.
Should you wish to cancel the booking made on an AccorHotels website, the applicable cancellation conditions are those stated in the terms and conditions of sale listed on the website.
Payment at the hotel
On departure from the hotel, the rate confirmed by our customer service department will be billed together with any other services not included in the booking (restaurant, bar, etc.).
In the event that the rate was prepaid at the time of the booking, only the services not included in the booking (restaurant, bar, etc.) will be billed at check-out.
AccorHotels shall not be liable for any expenses that may arise from cancelling a booking made on any website other than an AccorHotels website.
AccorHotels reserves the right to amend or terminate the Best Price Guarantee and its terms and conditions at any time and without notice.
I don’t have an IATA / CLIA / TIDS / TRUE code. How can I make a booking?
If you don’t have an IATA / CLIA / TIDS / TRUE code, you need to request an RT code (AccorHotels internal code) so you can
log in to our platform.
How do I obtain an RT code?
To obtain your RT code, complete the application form by clicking here.
If you have forgotten your RT code or wish to update your details (change in RT code, new IATA number, new address, etc.), click here.
The address related to my IATA code displayed on the booking confirmation page is incorrect. What should I do?
Every month the International Air Transport Association (IATA) sends us an update of changes. In the event of an error in your details, please contact IATA to make the necessary changes.
I have forgotten my RT code or want to update my details. What should I do?
Please send us an email by clicking here.
My access codes are correct but I can't log in. What should I do?
Your web browser may not be up to date. Try logging in using a different browser (Google Chrome, Mozilla, etc.). If the error persists, please send us an email by clicking here.
My TRUE code doesn’t work. What should I do?
If your TRUE code doesn’t work, please send us an email by clicking here.
Are online bookings eligible for commission?
Rates eligible for commission are indicated during the booking process. The commission amount is based on the accommodation cost net of all taxes (i.e. VAT and any local taxes).
FASTCOM hotels guarantee payment of your commission within 30 to 45 days after the customer has checked out.
What is the commission rate?
Commission varies according to hotel brand and country (see details per brand and per country).
How is commission paid?
Your commissions are paid by Onyx Payments, the company authorised by AccorHotels for this purpose.
Commission is paid in the currency of the country where the agency is located. It is paid after the customer has checked out by one of the following methods:
- Wire transfer if you are a member of the Onyx Payments Club
- Cheque if you are not a member of the Onyx Payments Club
I haven’t received my commission. What should I do?
Commission is paid within 30 to 45 days after the customer has checked out for hotels certified as “Full FASTCOM”, for all bookings made on travelpros.accorhotels.com or via the GDS.
A total of 4,100 hotels are currently certified “Full FASTCOM”. The full list is available here.
If, exceptionally, you do not receive your commission within 6 to 8 weeks, please send us your contact and booking details by completing the form.
NB: claims for stays older than 12 months will not be processed.
What is the Threshold service?
AccorHotels has an additional commission payment option for travel agencies with a lower hotel booking volume.
Some travel agencies that are not members of the Onyx Payments Club currently receive their AccorHotels commission via international cheque with no minimum amount, which can result in high bank charges for cheques of very low value.
The Threshold service works as follows:
- Your commission builds up each week until it reaches or exceeds a predefined minimum amount.
- When this minimum amount is reached, Onyx Payments will issue a cheque. The amount of your cheque will therefore be higher, reducing the related bank charges and the administrative workload.
Whom is this service aimed at?
This service was developed for agencies that are not members of the Onyx Payments Club but receive their commission by cheque and consequently incur high bank charges. It is not designed for agencies that are members of Onyx Payments and receive their commission via wire transfer.
What are the threshold amounts? How were they calculated?
The amounts have been calculated for each currency used by Onyx Payments and based on (i) the average amount of commission paid each week by Onyx Payments to non-member agencies, and (ii) the average bank charges for international cheques.
The minimum amounts are defined by currency.
Can I change the minimum amount applicable to my particular case?
No, the amounts are defined based on the payment currency. If this amount is too high, you can, exceptionally, ask Onyx Payments to issue payment before the minimum threshold is reached. To do so, contact Accorhospitality@Onyxpayments.com.
What does this service cost?
This service is free and without obligation.
How do I register for the Threshold service?
Registration for this service is free and without obligation. Send your request (in English) to Onyx Payments at Accorhospitality@Onyxpayments.com, making sure to include the following information:
- IATA code (or any other username, such as a TRUE, CLIA or RT code)
- Agency name
- Full agency address
- Email address
Agencies not registered will continue to receive their payments via cheque each week with no minimum commission amount.
Once I’ve registered, how long before I benefit from this service?
The service is set up within a few days of receiving your request. It will operate until you decide to cancel it.
What happens if my commission never reaches the minimum amount?
In the event of a change in business or if your volume with AccorHotels properties does not allow you to reach the defined minimum amount, you can, exceptionally ask Onyx Payments to issue payment before the minimum amount is reached.
To do so, write to Onyx Payments – in English – at Accorhospitality@Onyxpayments.com.
How do I cancel the service?
The service is simply cancelled by email. Send your request (in English) to Onyx Payments at Accorhospitality@Onyxpayments.com.
How do I contact Onyx Payments?
Didn't find the answer to your question? Write to Onyx Payments – in English – at Accorhospitality@Onyxpayments.com.