General Terms and Conditions of Use
General Terms and Conditions of Use of the ALL Accor Experiences Platform
The ALL Accor Experiences Platform is edited by ACCOR SA, société anonyme whose registered office is located at ISSY-LES-MOULINEAUX (92130), 82 rue Henri Farman, and registered with the Registre du Commerce et des Sociétés de Nanterre under number 602 036 444.
Publication director: Sebastien BAZIN.
The website is hosted by Fever Labs Inc, registered under TIN 99-0368536, having its offices at 50 Greene Street - 3rd Floor - New York - NY 10013, USA.
Definitions
“Members" (also referred to as "Users"): refers to individuals who have successfully registered for and hold an active membership with the ALL Accor loyalty programme, thereby gaining access to its benefits, services, and the ability to book and participate in Experiences offered on the Platform. When using the Platform, Members are hereinafter referred to as "Users".
"Experiences Providers": means any entities, businesses, or individuals, whether independent third parties or entities affiliated with or forming part of the Accor group, who offer, organize, and deliver Experiences through the Platform to Members. Experiences Providers are solely responsible for the content, quality, safety, and delivery of their respective Experiences.
“Experiences”: means the diverse range of activities, events, services, tours, workshops, or other offerings made available for booking and participation by Members through the Platform. Each Experience is provided and managed by an Experiences Provider and may include, but is not limited to, cultural events, gastronomic discoveries, wellness activities, adventure sports, or unique local offerings.
“ALL Accor Experiences Platform”: refers to the digital website, mobile application, and any other online interface operated by Accor SA, through which Members can browse, discover, book, and manage their participation in Experiences offered by Experiences Providers. The Platform acts solely as an intermediary facilitating the connection between Members and Experiences Providers.
“Specific terms and conditions of sale": means the specific contractual terms and conditions established by each Experiences Provider (or "Organiser") governing the sale, booking, delivery, cancellation, and refund of their respective Experiences, which the Member must separately review and accept prior to completing any booking on the Platform. Such specific terms and conditions of sale shall prevail over these General Terms of Use with respect to the provision of the relevant Experience, to the extent of any inconsistency.
Purpose and Acceptance of the General Terms of Use
These General Terms and Conditions of Use of the ALL Experiences Platform ("General Terms of Use") apply to any Member of the ALL Accor Loyalty Programme using the ALL Accor Experiences Platform (hereinafter referred to as the "User”). The Platform acts as an intermediary connecting Members with Experiences Providers. By using the Platform, the User acknowledges that the booking and participation in any Experience shall be subject to the specific terms and conditions of sale of the relevant Experiences Provider, which the User must separately review and accept prior to completing any booking.
The Member acknowledges having read and accepted these General Terms of Use, the terms and conditions of Accor SA and the specific terms and conditions of sale of each Experiences Provider (“Experiences Providers”) providing the service booked by him/her, which the Member must accept separately at the time of booking.
The terms mentioned with a Capital Letter mean the definitions mentioned in the General Terms and Conditions or in these General Terms of Use, as the case may be.
Description of the ALL Accor Experiences Platform service
The ALL Accor Experiences platform is a digital service on behalf of Accor SA and its affiliates, designed exclusively for members of the ALL Accor loyalty program ("ALL Members"). The Platform acts as an intermediary platform facilitating the connection between ALL Members and Experiences Providers directly through the ALL Accor Experiences Platform or by a redirection to the Experiences Provider's website. Through the Platform, ALL Members can discover, book, and participate in a diverse range of experiences and services offered by Experiences Providers. These offerings may include, but are not limited to, cultural events, leisure activities, dining experiences, wellness services, and other curated activities. It is understood that Accor SA and its affiliates, through their various brands and entities, may also act as Experiences Providers on the Platform, offering experiences to ALL Members.
The ALL Accor Experiences Platform may also enable ALL Members to access third-party booking interfaces from the Platform, with which Accor SA has entered into agreements to provide exclusive access to event tickets based on limited inventory. In such cases, the Member shall be redirected to the third party's booking interface and must comply with such third party's payment conditions and general terms and conditions. For the avoidance of doubt, no earning of Reward points, nor redemption of Reward points, shall be available for Experiences booked through such third-party interfaces.
Based on a Member's ALL tier level (Classic to Diamond), the number of Reward points available on his/her ALL account balance, location, past Accor hotel bookings, ALL subscription card purchases, and other relevant criteria, Accor SA may, at its sole discretion, grant access to dedicated Experiences and/or dedicated pricing conditions.
The Platform's role is strictly limited to connecting ALL Members with Experiences Providers. The Platform does not itself deliver any Experience, nor is it responsible for the execution, quality, or safety thereof, except where Accor SA or its affiliates are the direct providers of such Experiences
Additional booking and associated travel service.
If, after having booked services on the ALL Accor Experiences Platform, the User remains on the website (or returns to it within twenty-four (24) hours following such booking) and books travel services for the same trip, said services shall constitute an “Associated Travel Service”. The User does NOT benefit from the specific rights applicable to “packages” under the French Tourism Code (Article L.211-2) and EU Directive 2015/2302. Accordingly, each service provider shall be solely responsible for the proper contractual performance of its own service.
The Platform Operator shall not reimburse the User in the event of a breach of a service obligation resulting from the insolvency of a service provider other than the Platform Operator.
Under European law, Accor has insurance that provides for the full reimbursement of any payments you have made directly to Accor if the services are not provided as a result of Accor’s insolvency, in accordance with your rights under EU Directive 2015/2302.
ALL Loyalty Programme on the Platform
The ALL Loyalty Programme allows its Members to earn Reward points when booking eligible Experiences on the Platform, subject to the conditions set forth below. The conditions governing the redemption of Reward points and FlexPay for the acquisition of Experiences are set forth in the Purchase and Payment Methods section of these General Terms of Use.
The general terms and conditions of membership of the ALL Loyalty Programme shall remain in full force and effect and shall continue to apply to Members in all respects relating to the ALL Loyalty Programme, including but not limited to membership eligibility, tier status, accumulation, validity, and expiry of Reward points.
Reward Points earned
ALL Members earn one (1) Reward point for each euro spent on the Platform on eligible Experiences.
No Reward points shall be earned on Experiences paid for in Reward points or purchased in cash through a third-party booking platform.
Reward points shall be credited to the Member's ALL loyalty account within an average period of seven (7) days from the date of completion of the relevant Experience.
5.2 Reward Points redeemed
Accor reserves the right to refuse or cancel any use of Reward points by a Member where Accor reasonably suspects fraudulent use of Reward points.
Reward points redeemed by the Member may be returned to the Member's ALL loyalty account only in the event of cancellation of a booking for which Reward points have been redeemed, provided that the applicable cancellation terms and conditions specified by the Experiences Provider and/or the Organiser permit such return.
In the event of a cancellation, where applicable, Reward points shall not be reimbursed where such Reward points have expired between the date of booking of an Experience using Reward points and the date of cancellation by the Member of that booking.
Bookings made exclusively through the redemption of Reward points shall not give rise to any earning of additional Reward points.
For the purposes of using the Reward points, the Member agrees that the transaction information recorded in the IT systems used by Accor and the Experiences Provider shall be used as evidence of the completion of such transactions.
Purchase and Payment Methods
Experiences available on the Platform may be acquired by the Member through one or more of the following methods, subject to the payment options enabled for each Experience as displayed on the Platform and the specific terms and conditions of the relevant Experiences Provider:
Monetary payment, via the Platform’s accepted electronic payment methods, which may vary depending on the Experience's delivery location
Redemption of ALL Reward points, where the relevant Experience permits such redemption. For the avoidance of doubt, Reward points do not constitute legal tender, electronic money, or any form of monetary consideration. The redemption of Reward points represents the utilization of a loyalty benefit granted under the ALL Loyalty Programme and shall not, under any circumstances, give rise to any monetary payment, refund in cash, or financial compensation; A combination of monetary payment and Reward points redemption ("FlexPay"), where such option is available for the relevant Experience.
Where an Experience is denominated in a currency other than the euro, the applicable exchange rate shall be the Accor Group's reference exchange rate, as extracted from the Reuters Multi-currencies database, applied at the date of booking.
At the time of booking, a Member wishing to redeem Reward points must hold on his ALL loyalty account at least the number of Reward points required for the relevant transaction. The option to redeem Reward points shall be presented to the Member at the payment stage, provided that the Experience permits redemption of Reward points, regardless of the Member's Reward points balance at that time.
In the event of cancellation of a booking, any applicable cancellation fees shall be charged to the Member regardless of the payment method used for the original booking (whether by monetary payment, Reward points redemption, or FlexPay). The Reward points redemption transaction displayed on the Member's ALL account shall indicate the final price of the Experience.
Payment must be effective at the date of booking, based on the Member's bank approval for monetary payment via electronic payment method at the time of purchase. A payment confirmation receipt is available directly from the Member's account on the Platform. Such receipt may be used as evidence in the event of any claim relating to payment, expenses incurred, or the use or earning of Reward points.
Changes or modifications to these General Terms of Use
Accor reserves the right to amend these General Terms of Use. Modifications made to these General Terms of Use shall be effective following their publication on the ALL Accor Experiences website and shall be deemed to have been unconditionally accepted by the User when the User accesses or browses ALL Experiences. The User is therefore advised to regularly visit the page where the General Terms of Use appear. In any event, the version of these General Terms of Use applicable to a Member's booking shall be the version in effect at the date of such booking on the Platform.
Accor may, at any time and without prior notice, change the price of any Experience, whether denominated in currency and/or in ALL Reward points. Any such price change shall only apply to purchases not yet processed at the time of the change. For the avoidance of doubt, any price change shall only affect Members who have not yet completed their purchase on the Platform at the time such change takes effect.
The experiences providers, for their part, may change their respective terms and conditions and restrictions applicable to the services they offer, without Accor being able to intervene in any way. The User shall be bound by the specific terms and conditions of sale of each Experiences Provider as in effect at the time of booking.
Withdrawal right
In accordance with Article L.221-28, 12° of the French Consumer Code and Article 16(l) of EU Directive 2011/83/EU, the Member acknowledges and agrees that the right of withdrawal provided for in Articles L.221-18 et seq. of the French Consumer Code does not apply to contracts for the provision of accommodation, transport of goods, car rental services, catering or services related to leisure activities where the contract provides for a specific date or period of performance. Accordingly, where Experiences available on the Platform constitute leisure services provided on a specific date or during a specific period, the Member expressly acknowledges that he/she shall not benefit from the right of withdrawal upon completion of a booking. The cancellation and refund conditions applicable to each Experience shall be exclusively governed by the specific terms and conditions of sale of the relevant Experiences Provider, which the Member must review and accept prior to completing any booking.
In the event of a cancellation, where applicable, Reward points shall not be reimbursed where such Reward points have expired between the date of booking of an Experience using Reward points and the date of cancellation by the Member of that booking.
Platform Availability
Accor SA shall use commercially reasonable efforts to ensure that the Platform is available to Members. However, Accor SA cannot warrants that the Platform will be available on an uninterrupted, timely, secure, or error-free basis. Accor SA shall not be liable for any temporary unavailability of the Platform due to maintenance, updates, technical failures, or circumstances beyond their reasonable control. In the event of scheduled maintenance, Accor SA shall endeavour to provide reasonable prior notice to Members where practicable.
Liability
Accor shall use reasonable efforts to ensure Platform availability but accepts no liability for: (a) temporary interruptions due to maintenance, technical failure, or force majeure; (b) content, acts, or omissions of Third-Party Suppliers; or (c) damage resulting from the Member's improper use of the Platform.
Accor SA is not the provider of the Experiences or the booking services available on the Platform, save where Accor SA or its affiliates act as the direct provider of an Experience.. Accor SA, make no warranties or representations of any kind, express or implied, with respect to the Experiences available on the Platform under the ALL Loyalty Programme and shall not be liable for any loss, damage, or expense (including but not limited to legal fees), accidents, or inconvenience which may result from the use of the booking service or the Experiences, or resulting from any defect or failure of said services, except to the extent caused by their own wilful misconduct or gross negligence.
For each service booked, the Partner’s and the Organiser’s Terms and Conditions of Use shall apply.
Customer complaints
Members who wish to submit a complaint in connection with their use of the Accor Experience Platform (the "Platform") may do so by completing the dedicated complaint form “Submit a request” available at Submit a request – ALL Accor Experiences
Complaints may relate to, without limitation, the following matters:
technical issues encountered on the Platform (including access, booking process, payment, or account-related issues);
questions relating to the ALL loyalty programme, membership status, or points (Earn or Burn transactions) in relation to the use of ALL Accor Experiences Platform;
issues relating to the confirmation, modification, or cancellation of a booking made on the Platform.
Any complaint relating to the performance, execution, or delivery of an Experience, including but not limited to issues arising on-site, non-conformity of the Experience with its description, cancellation by the Experience Provider, or any dispute directly involving the Experience Provider must be addressed directly to the relevant Experience Provider.
The contact details of each Experience Provider are available:
on the product page of the relevant Experience on the Platform; and
in the Specific Terms and Conditions of Sale applicable to that Experience, which Members are invited to review carefully prior to completing their booking.
When the service provider is ACCOR SA and its affiliates, you can address directly to Customer service and Help Center
Where applicable, the User may make any complaint by contacting Accor or the Partner or the Operator in the following cases and using the following contact details:
| Reason for contact | Entity to be contacted | Contact |
|---|---|---|
For any question or complaint relating to the Platform:
|
The Partner’s customer service department managing the Platform | Submit a request – ALL Accor Experiences |
|
The experience organizer | Submit a request – ALL Accor Experiences |
For any question or complaint relating to the granting of Member benefits in connection with use of the Platform:
|
ALL Customer Service department | Customer service and Help Center |
Languages
The English language version is the original version and shall prevail over any other translation in the event of any dispute, litigation, difficulty of interpretation or execution of these Special Terms and Conditions, and more generally concerning the relations existing between the parties.
Invalidity
If one or more provisions of these Special Terms and Conditions are held to be invalid or declared as such pursuant to a law, a regulation or following a final decision by a competent court, the other provisions shall retain their full force and scope.
Intellectual Property
All content available on the Platform, including but not limited to texts, graphics, logos, trademarks, trade names, images, photographs, software, databases, and the overall architecture and design of the Platform, is protected by applicable intellectual property laws and is the exclusive property of Accor SA, Fever the hosting provider, or their respective licensors, as the case may be. No provision of these General Terms of Use shall be construed as granting the Member any licence or right to use any trademark, logo, or other intellectual property displayed on the Platform, other than the limited, non-exclusive, non-transferable, and revocable right to access and use the Platform for personal, non-commercial purposes in accordance with these General Terms of Use. Any reproduction, representation, modification, distribution, or exploitation of any content available on the Platform, in whole or in part, by any means and on any medium, without the prior written consent of Accor SA, is strictly prohibited and may constitute an infringement of intellectual property rights.
14.1 Intellectual Property and illustrative imagery (Proof of Concept Phase)
As part of an experimental phase (POC, Proof of Concept) for a selected group of ALL Accor members, certain visuals and trademarks displayed on the ALL Accor Experiences website are the exclusive intellectual property of FEVER or its licensors and are used herein solely for illustrative and demonstration purposes to simulate the platform's future user experience. The display of these visuals does not imply, suggest, or constitute any official partnership, affiliation, sponsorship, or endorsement between Accor SA (or the ALL Accor program) and the aforementioned third-party entities.
Member's Obligations – Suspension and Termination
The Member undertakes to use the Platform in good faith and in compliance with these General Terms of Use, applicable laws and regulations, and the rights of third parties. In particular, the Member shall: (a) provide accurate, complete, and up-to-date information when creating or updating his/her ALL loyalty account; (b) refrain from any fraudulent use of the Platform, including but not limited to the fraudulent acquisition, redemption, or transfer of Reward points; (c) refrain from any conduct that may disrupt the proper functioning of the Platform or infringe the rights of other Members or Experiences Providers; and (d) comply with the specific terms and conditions of sale of each Experiences Provider when booking an Experience. Accor SA reserves the right, at its sole discretion and without prior notice, to suspend or terminate a Member's access to the Platform, and to cancel any pending bookings, in the event of a breach by the Member of any of the foregoing obligations, without prejudice to any other rights or remedies available to Accor SA under applicable law. In the event of suspected fraudulent activity, Accor SA may also suspend the Member's ALL loyalty account and withhold or cancel any Reward points earned or redeemed in connection with such activity, in accordance with the terms and conditions of the ALL Loyalty Programme.
Image right
By accepting these General Terms and Conditions of Use, I expressly authorize Accor SA and any company to which Accor SA deems it useful to substitute itself or assign the benefit hereof, free of charge and irrevocably, and I have obtained the consent of all the persons for whom I have made a reservation:
during any event booked on the Platform, to be photographed by Accor or a third party and to be filmed by Accor or by a third party and to use my voice and/or my image, directly or indirectly, on an exclusive basis, in whole or in part, for promotional and non-commercial purposes, provided that it is intended to promote the Accor group and in particular its brands, its values and its activities, both in the context of its internal communication, i.e. in particular for the attention of its employees, managers, shareholders and directors, and its external communication, i.e. for the attention of the general public, its customers, partners, suppliers and institutions, in any type of media, existing or future, by any process and in any format, on any medium, paid or unpaid placement, for a period of 2 years and for the whole world.
to make any technical modification, addition, deletion, cropping or dubbing of my image and/or my voice as taken or recorded under the terms hereof.
to use my image, my voice, my name and my position or my title, separately or together, in whole or in part, with a text or a commentary, provided that these are not disparaging, defamatory, prejudicial or, in general, insulting or pejorative.
Governing law and litigation
These General Terms and Conditions of Use are governed by French law, without prejudice to any mandatory protective provisions that may be applicable in the consumer’s country of residence.
The User is informed by ACCOR of the possibility of recourse, in the event of a dispute relating to these General Terms of Use, to a conventional mediation procedure or any other alternative method of settling disputes, under the conditions provided for in Part I of Book VI of the French Consumer Code.
After having referred the matter to the customer service department in an attempt to resolve the dispute amicably, and in the event of a negative response or the absence of a response within sixty (60) days from the date of referral, the User may refer the matter to the Tourism and Travel Ombudsman - BP 80303 - 75823 Paris Cedex 17.
The Ombudsman’s contact details are available at the following link: Methods of referral and contact details of the Tourism and Travel Ombudsman present on the website www.mtv.travel
The matter must be referred to the Ombudsman within a period of twelve (12) months after the first complaint.
The Ombudsman’s referral form can be found at the following link: Referral form to the Tourism and Travel Ombudsman.
ACCOR also informs the Customer of the existence of a European Online Dispute Resolution (“ODR”) platform to which he/she may have recourse. The Customer can access it from the following link: Voies de recours pour les consommateurs dans l’Union européenne - Consumer Redress in the EU
ACCOR General Terms and Conditions of Use of the ALL Accor Experiences Platform – Version 09/2026