Cancel Accor: Step-by-Step Guide

How to cancel your Accor plus membership in new zealand and reclaim your money

Why Accor plus might no longer be right for you

Accor operates a global network of hotels, resorts, and dining venues across the Asia-Pacific region, and in New Zealand it delivers membership through its ALL (Accor Live Limitless) loyalty programme. The paid Accor Plus tier sits at the heart of this programme, offering hotel discounts, dining benefits, complimentary nights, and status rewards. For frequent travellers, these perks deliver genuine value. For others, the annual or monthly cost quickly outweighs the benefits you actually use.

You might find that your travel patterns have changed, that partner hotels no longer suit your destinations, or that another loyalty programme now serves you better. Whatever your reason, cancelling Accor Plus is your right, and this guide walks you through every step, your consumer protections, and how to recover money if you qualify for a refund.

What Accor plus membership delivers

Your Accor Plus membership includes tiered hotel discounts (typically 10-15 percent off eligible stays), dining benefits at partner restaurants, complimentary Stay Plus nights that depend on your tier, promotional vouchers released throughout your membership year, and status nights that push you toward elite loyalty levels. The membership renews automatically each year or month unless you actively cancel before the renewal date.

You purchase Accor Plus through the official Accor website, the Accor mobile app, by telephone, or occasionally through third-party booking platforms. The moment your purchase completes, your membership becomes active and your auto-renewal cycle begins.

When cancellation makes sense

Cancel if you travel infrequently and hotel discounts no longer justify the fee, if dining benefits do not match where you actually eat, if you are moving overseas or relocating somewhere Accor hotels are rare, or if you simply want to trim discretionary spending. Many consumers cancel because auto-renewal has caught them by surprise and they realise they have not used the membership in months.

Act quickly once you decide to cancel. The sooner you stop the auto-renewal, the sooner you protect yourself from the next billing cycle, and the stronger your position becomes if you wish to claim a refund under New Zealand consumer law.

Your legal rights when cancelling Accor plus in new zealand

New Zealand's Consumer Guarantees Act 1993 and Fair Trading Act 1986 give you powerful protections when you buy memberships and subscriptions. Understanding these rights means you can confidently demand a refund if Accor breaches its obligations.

The 10-business-day cooling-off period

If you purchased Accor Plus by telephone, online, or by any distance method (not face-to-face), you have a statutory 10 business-day cooling-off period. This period starts on the first business day after you make payment. During this window, you can cancel your membership and receive a full refund, provided you have not used any benefits such as hotel discounts, complimentary nights, or dining vouchers.

This right exists because you did not inspect the service in person before purchase. Accor cannot refuse your refund request if you cancel within 10 business days and have not redeemed any membership perks. Your legal position is absolute here: you have the right to change your mind.

False or misleading claims about benefits

If Accor's website, app, customer service team, or marketing materials made promises about benefits, availability, or value that turned out to be false or misleading, you may cancel and claim a refund under the Fair Trading Act, even if you are beyond the cooling-off period. For example, if promised discounts were not available at the hotels Accor claimed, or if auto-renewal terms were hidden in small print, you have grounds to act.

Document what was promised (screenshot the website, save emails, note dates and times of phone calls) and contact Accor's customer service with your evidence. If Accor refuses to refund you, escalate your complaint to the Commerce Commission, New Zealand's consumer protection watchdog, or seek free advice from your local Community Law Centre.

Automatic renewal and cancellation mechanisms

The Consumer Guarantees Act requires that any business offering auto-renewal memberships must clearly disclose renewal terms before you buy, must obtain your explicit consent to auto-renewal, and must provide a simple, low-cost, accessible way for you to cancel. If Accor made cancellation deliberately difficult, buried the option in the app, or charged an extra fee to cancel, that breach weakens Accor's defence and strengthens your refund claim.

If you believe Accor's cancellation process breaches these standards, Tocancel recommends documenting your experience and lodging a formal complaint with the Commerce Commission. Your experience matters and shapes how companies behave.

How to cancel your Accor plus membership

Accor offers multiple cancellation methods: through your online account, via the mobile app, by email, or by telephone. Choose the method that suits you best, but always follow up in writing to create a record of your cancellation.

Cancel through your Accor account online

This is the fastest and most straightforward route. Follow these steps:

1. Visit the official Accor website and log into your account using your email and password.
2. Navigate to your profile or account settings, usually found in the top-right corner or in a menu labelled "My Account" or "Settings".
3. Look for a section titled "Memberships", "My Subscriptions", "Billing", or "Loyalty Programme".
4. Select "Accor Plus" from your active memberships.
5. Locate and click the "Cancel Membership" or "Cancel Subscription" button.
6. You may be asked why you are cancelling. Provide your reason (it is optional but helpful), and confirm your cancellation request.
7. Accor will display a cancellation confirmation on screen and send you a confirmation email. Screenshot this confirmation and save the email in a safe folder.

Your membership will remain active until your current billing period ends. After that date, you will lose access to Accor Plus benefits, and no further charges will appear on your payment method.

Cancel via the Accor mobile app

If you manage your membership through the Accor app, cancellation is equally straightforward:

1. Open the Accor app and log in with your credentials.
2. Tap on the menu icon (usually three horizontal lines) or your profile icon at the bottom or top of the screen.
3. Select "My Account", "Memberships", or "Subscriptions".
4. Find "Accor Plus" in your active memberships list.
5. Tap "Manage Membership" or "View Details".
6. Look for and tap the "Cancel Membership" button.
7. Confirm your cancellation in the popup window and take a screenshot of the confirmation message.

Save your confirmation screenshot and check your email for a confirmation message from Accor. If you do not receive an email within 24 hours, follow up by phone to confirm your cancellation was processed.

Cancel by email or phone

If you prefer to cancel outside the app or website, contact Accor directly:

• By email: Send a clear message to Accor's customer service email address requesting cancellation of your Accor Plus membership. Include your full name, membership number (found on your account dashboard or confirmation emails), email address, and the date you want the cancellation to take effect. Ask for a written confirmation and keep a copy of your sent email.
• By phone: Call Accor's New Zealand customer service team during business hours. Speak to a representative, provide your membership number and full name, and request cancellation. Ask the representative to confirm your cancellation in writing via email and note the date, time, and representative's name for your records.

Always follow a phone cancellation with a follow-up email summarising what you discussed, the date you called, and the cancellation date agreed. This creates a paper trail if Accor later disputes the cancellation.

Understanding Accor plus pricing and what you pay

Accor Plus membership comes in two pricing structures: annual plans and monthly subscriptions. Your cost depends on which tier you selected when you joined.

If you are on a monthly plan, your cost resets every 30 days. If you are on an annual plan, you pay the full annual fee upfront and the next charge occurs 12 months later. Cancel before your next billing date to avoid a surprise charge.

Your refund rights and what you can recover

Whether you receive a refund depends on when you cancel, whether you used any benefits, and whether Accor breached its obligations under New Zealand law.

Refund within the 10-business-day cooling-off period

If you cancel within 10 business days of purchase and have not redeemed any discounts, complimentary nights, dining vouchers, or other benefits, you are entitled to a full refund of the amount you paid. You do not need to provide a reason, and Accor cannot refuse. Request your refund in writing (email or the cancellation form on the website) and confirm the refund status with your bank within 5 to 10 working days.

Tocancel recommends checking your bank statement or credit card to confirm the refund has been processed. If Accor charged you but issued no refund within 10 working days, contact your bank and file a dispute.

Refund after the cooling-off period

Once you are outside the 10-business-day window, a refund is not automatic. However, you may still claim a refund if you can demonstrate that Accor misled you about benefits, hid auto-renewal terms, or made cancellation deliberately difficult. Your evidence is crucial: screenshots, emails, and notes of phone conversations all count.

If you believe you have grounds for a refund, write to Accor's customer service outlining your claim with evidence attached. If Accor refuses, escalate to the Commerce Commission. Tocancel has helped thousands of New Zealand consumers recover unfair charges by documenting their case and following the formal complaint process.

No refund scenarios

You will not receive a refund if you cancel after the cooling-off period and have actively used membership benefits (redeemed hotel discounts, stayed at partner hotels, used dining vouchers, or earned status points). In these cases, Accor has provided the service you paid for, and a refund is not justified. However, your membership will still terminate on the date you request, and no further charges will occur.

Your position is clear: once you cancel, Accor must stop all charges and auto-renewals immediately.

What happens after you cancel your Accor plus membership

Cancellation does not happen instantly, and your benefits do not vanish overnight. Understanding the timeline helps you plan and avoid confusion.

Your membership during the notice period

After you submit your cancellation request, your Accor Plus membership remains active until the end of your current billing period. If your annual membership renews on 15 March and you cancel on 1 March, you keep full access to all benefits until 15 March. If you are on a monthly plan and cancel midway through the month, you keep access until that month ends.

Use this time to redeem any remaining vouchers, book hotel stays you have been planning, or gather loyalty points. Do not let benefits sit unused if you are no longer a member after the cutoff date.

After your membership ends

Once your membership period expires, your Accor account remains active but Accor Plus benefits disappear. You can no longer use hotel discounts, dining offers, or complimentary nights. You will drop back to the free Accor membership level (if you wish to keep it) and can still earn and redeem loyalty points through standard hotel stays.

Accor will not charge your payment method again unless you actively re-join Accor Plus. Your billing relationship ends on the cancellation date.

Reactivating your membership later

If you cancel now but want to rejoin Accor Plus in the future, you can do so anytime. Simply log into your account, navigate to membership options, and purchase Accor Plus again. You will not face penalties or restrictions for having cancelled previously. Your loyalty points and elite status may also transfer back if you rejoin within a certain timeframe, though Accor's policy on this can vary.

Common mistakes to avoid when cancelling

Cancelling membership should be straightforward, but small oversights can complicate your experience or cost you money. Here are the pitfalls Tocancel sees most often.

Forgetting to cancel auto-renewal

The most frequent mistake is simply stopping to use the membership while auto-renewal continues in the background. You assume you have cancelled, but your payment method is still being charged every month or year. Check your email regularly for renewal confirmations, and if you see an unexpected charge, contact your bank immediately to dispute it. Always follow your online cancellation with a confirmation email or phone call.

Cancelling too late in the billing cycle

If your next renewal date is 10 March and you cancel on 8 March, Accor may still charge you on 10 March because your cancellation request arrived too close to the renewal date. Accor's system may not process the cancellation in time. To be safe, cancel at least 5 to 7 business days before your renewal date. Check your billing date in your account settings and work backwards.

Not documenting your cancellation

If you cancel verbally over the phone and receive no written confirmation, you have no proof if a dispute arises later. Always request written confirmation via email, take screenshots of online cancellations, and keep records of calls (note the date, time, representative's name, and confirmation details). Tocancel strongly advises keeping these records for at least 12 months after cancellation.

Failing to check for refund eligibility

Do not assume Accor will automatically offer a refund just because you cancelled quickly. If you are within the 10-business-day cooling-off window, ask explicitly for a refund and cite the Consumer Guarantees Act. If Accor hesitates, escalate. Many refund requests succeed simply because the customer asked properly and provided the right legal reference.

Confusing Accor plus with free Accor membership

Accor operates a free membership tier and a paid Accor Plus tier. Cancelling Accor Plus does not mean you lose your free Accor account and loyalty points. You can keep the free membership active and continue earning points on hotel stays. Only the paid Accor Plus benefits disappear.

Common questions about Accor plus cancellation

Can i get a refund if i cancel after one month

If you cancel within 10 business days of purchase and have not used benefits, you get a full refund. After 10 business days, a refund depends on whether you used any membership perks. If you booked a hotel, used dining vouchers, or redeemed complimentary nights, Accor has provided the service and typically will not refund. However, if Accor misled you about benefits or hid terms, you may still have a claim. Contact Tocancel or the Commerce Commission for advice on your specific situation.

What if i forgot my login details

If you cannot log into your Accor account, use the "Forgot Password" or "Forgot Email" option on the login page to reset your credentials. Accor will send a recovery link to your registered email address. Alternatively, call Accor's customer service by phone and ask a representative to help you reset your password or cancel on your behalf. Verify the cancellation in writing afterwards.

Do i need to cancel before i travel

No. You can cancel anytime, and your membership remains active until the end of your current billing period. If you have a hotel stay booked for next month and you cancel today, you will still receive Accor Plus discounts on that stay. Cancel whenever it suits you; Accor will honour your membership until the cutoff date.

Will i lose my loyalty points when i cancel

No. Your loyalty points are separate from your paid membership. When Accor Plus ends, your points remain in your free Accor account and you can still earn and redeem them on future hotel stays. You simply lose the bonus point multipliers and other paid-tier benefits.

Comparing Accor plus to alternatives

Before you cancel, you might want to know whether another loyalty programme could serve you better. Tocancel recommends comparing Accor Plus with the main competitors in the New Zealand hotel and travel market.

If you travel frequently to Accor properties, Accor Plus delivers real value and you should keep it. If you rarely use it or travel primarily to competing hotel chains, switching to a free or cheaper alternative makes financial sense.

How to complain if Accor refuses to cancel or refund

Occasionally Accor may refuse your cancellation request or deny a refund you believe you are entitled to. You have legal recourse and should not accept "no" without escalating.

Step one: escalate within Accor

If a customer service representative refuses to cancel your membership or process your refund, ask to speak to a manager or supervisor. Explain your position clearly, cite the relevant consumer law (Consumer Guarantees Act 1993 or Fair Trading Act 1986), and attach your evidence. Many disputes resolve at this level once the company realises you know your rights.

Step two: lodge a complaint with the commerce commission

If Accor continues to refuse, file a formal complaint with the Commerce Commission, New Zealand's consumer protection and competition authority. Visit www.comcom.govt.nz, download the complaint form, and submit it with your evidence (emails, screenshots, proof of payment, cancellation requests). The Commerce Commission will investigate at no cost to you. This is your most powerful lever if Accor has breached the Fair Trading Act or Consumer Guarantees Act.

Step three: seek legal advice

If the amount in dispute is significant (typically $500 or more), consider consulting a consumer law specialist or your local Community Law Centre. Many offer free initial advice. Tocancel partners with consumer advocates across New Zealand who can help you pursue a claim through the District Court if necessary.

Your consumer rights are not optional; they are law. Accor is legally bound to honour them.

Your cancellation checklist

Before you submit your cancellation, work through this checklist to protect yourself and ensure a smooth exit.

• Note your current renewal date (found in your account settings or on your last billing confirmation email).
• Write down your membership number and email address associated with your Accor account.
• Decide whether you believe you are entitled to a refund (within 10 business days and have not used benefits, or Accor made false claims).
• Log into your account or call Accor's customer service and submit your cancellation request.
• Take a screenshot of the online cancellation confirmation or request a written confirmation email.
• Check your email within 24 hours for a confirmation message from Accor.
• If cancelling by phone, send a follow-up email summarising the call, the date, time, and representative's name.
• Set a phone reminder for 5 days before your renewal date to confirm the cancellation processed correctly.
• If a refund was promised, monitor your bank account for the refund to appear (typically 5-10 working days).
• Save all cancellation correspondence, screenshots, and refund confirmations for at least 12 months.

Get help cancelling your Accor plus membership

Cancelling Accor Plus is your right, and understanding New Zealand's consumer laws puts the power firmly in your hands. Whether you are cancelling because your travel plans have changed, another loyalty programme suits you better, or simply because the membership no longer delivers value, Tocancel is here to guide you through every step.

If Accor refuses to process your cancellation, disputes a refund you are entitled to, or makes the process unnecessarily difficult, Tocancel has helped thousands of New Zealand consumers escalate complaints to the Commerce Commission and recover unfair charges. Document your cancellation, know your rights under the Consumer Guarantees Act and Fair Trading Act, and take action with confidence.

Visit Tocancel.com today for detailed guides on cancelling other memberships and subscriptions, and discover how Tocancel empowers New Zealand consumers to reclaim control of their finances.

Contact details for Accor new zealand

If you need to reach Accor directly for cancellation or other enquiries, use these contact methods:

Postal address: Accor, Tourism Export Council of New Zealand, Auckland, New Zealand (contact the main Accor website for the precise street address and postcode).

Email: Visit the official Accor website to locate the current customer service email address.

Phone: Call Accor's New Zealand customer service line during business hours. The phone number is listed on your membership confirmation email or the Accor website.

Web: Log into your account at www.accor.com to cancel or manage your membership directly.

Always follow verbal or phone cancellations with a written email to create a record of your request. Keep copies of all correspondence for your records.