Feb 9, 2020, 10:43 pm
Last edit by: IMH
As of 18 December 2020 Accor (finally) has a straightforward policy and a simple form to request a voucher. It may or may not work, however (it didn't work for IMH on 21.12.2020). The details in English are here: https://all.accor.com/event/information.en.shtml
The important part is as follows. I've removed the link to the form, however, as it's an individually generated URL.
The important part is as follows. I've removed the link to the form, however, as it's an individually generated URL.
Originally Posted by Accor
Booked a non-flexible rate directly with Accor and need to cancel?
Guest who planned to stay in one of our hotels prior to and inclusive of 28th February 2021 may modify their reservation for a later date without any modification fees subject to availability and applicable rates and conditions) or request a credit voucher for the full amount of the original booking value for use at a future date, (all at once or over several occasions), at the same hotel within 18 months of the voucher issue date. If the booked hotel is closed at the date of your stay, or if the hotel is not allowed to accommodate the guest based on official orders, you can cancel your reservation free of charge and receive a full refund.
➔ To cancel and get a credit voucher please use the following link
(valid for our hotels in Europe, Middle East, Africa Asia Pacific and Brazil)
Claim a voucher [ -- link removed -- ]
➔ To modify or cancel the dates of your stay, please contact the hotel directly.
Guest who planned to stay in one of our hotels prior to and inclusive of 28th February 2021 may modify their reservation for a later date without any modification fees subject to availability and applicable rates and conditions) or request a credit voucher for the full amount of the original booking value for use at a future date, (all at once or over several occasions), at the same hotel within 18 months of the voucher issue date. If the booked hotel is closed at the date of your stay, or if the hotel is not allowed to accommodate the guest based on official orders, you can cancel your reservation free of charge and receive a full refund.
➔ To cancel and get a credit voucher please use the following link
(valid for our hotels in Europe, Middle East, Africa Asia Pacific and Brazil)
Claim a voucher [ -- link removed -- ]
➔ To modify or cancel the dates of your stay, please contact the hotel directly.
Accor Coronavirus Policy (bookings, status etc.)
Mar 21, 2020, 11:33 am
#348
Join Date: Mar 2020
Posts: 14
You know what I can't believe? that the world is dealing with such a terrible disease and we are all here on the forum hoping for Accor to change their policy. Why can't they make it easy for us? Do they think anyone will be their customer after this? I'm just so mentally tired having to check emails, forums, twitter, Facebook and Accor's website for a change in policy when everyone else who I bought a service from refunded the money instantly. I'm just frustrated and disgusted by their approach.
I hope people will remember this before thinking of booking with them again in the future.
I hope people will remember this before thinking of booking with them again in the future.
Mar 21, 2020, 7:20 pm
#349
Join Date: Oct 2015
Location: Melbourne, Australia
Programs: Krisflyer, Virgin Velocity, Accor Gold, Hilton Diamond
Posts: 103
The Australian government has told Australians to cancel any non essential travel, including domestic travel ones. And yet, Sofitel Darling Harbour Sydney (And probably other Accor properties in Australia) have not updated their cancellation policy. Absolutely shocking. Will be staying more with Marriott, Hilton and IHG properties from now on.
And i have launched a dispute with my credit card company over Sofitel Darling Harbour's refusal to offer a refund.
And i have launched a dispute with my credit card company over Sofitel Darling Harbour's refusal to offer a refund.
Mar 21, 2020, 10:47 pm
#350
Join Date: Mar 2011
Programs: Hyatt Globalist, Marriott Titanium
Posts: 1,179
For hotels in Australia, Cambodia, Greater China (including mainland China, Hong Kong SAR, Macau SAR and Taiwan, China), Fiji, French Polynesia, India, Malaysia, New Zealand, South Korea, Singapore, The Philippines and Vietnam:
• Guests scheduled to arrive prior to April 30, 2020 may cancel their reservation and be refunded without penalty.
Accor’s policy is inconsistent and frankly, mean. I’m glad I left Accor. I was due to have my last ever Accor stay in Bangkok on 29th April. Looking at the countries above, eg Cambodia, they are only restricting a few countries whereas Thailand isn’t even in the list for free cancellations despite there being the requirement of a certificate that you haven’t got Covid-19. Also it shouldn’t be where the hotel is relocated but also where the guest is coming from. I’d require 14 days quarantine if I go to Thailand and 14 days home quarantine upon return. Why can’t Accor have a reasonable policy? 28 days’ quarantine (and a certificate) for a 1-night stay. Ridiculous.
• Guests scheduled to arrive prior to April 30, 2020 may cancel their reservation and be refunded without penalty.
Accor’s policy is inconsistent and frankly, mean. I’m glad I left Accor. I was due to have my last ever Accor stay in Bangkok on 29th April. Looking at the countries above, eg Cambodia, they are only restricting a few countries whereas Thailand isn’t even in the list for free cancellations despite there being the requirement of a certificate that you haven’t got Covid-19. Also it shouldn’t be where the hotel is relocated but also where the guest is coming from. I’d require 14 days quarantine if I go to Thailand and 14 days home quarantine upon return. Why can’t Accor have a reasonable policy? 28 days’ quarantine (and a certificate) for a 1-night stay. Ridiculous.
Mar 21, 2020, 11:12 pm
#351
Join Date: Mar 2017
Location: Spain
Programs: ALL Plat, HH Gold, Marriott GE
Posts: 1,143
Just tried some dummy bookings - March and early May 2020 - with Spanish hotels from Accor ( and others ). Some not allowing bookings, some extremely expensive ( 1000€ night ), and some available. I would think that some hotels have updated the booking database, and some have not, and maybe one or two are going to run the risk......
Mar 22, 2020, 3:11 am
#353
FlyerTalk Evangelist
Join Date: Aug 2009
Location: Paris, France
Programs: AF/KL Flying Blue Platinum for life/Club2000 Ultimate, Accor ALL Diamond
Posts: 21,961
I didn't want to start a new thread for this, so I am posting here as it is Coronavirus-related (I think). Moderators, please move this post if appropriate.
I have a booking at Sofitel NY for end May. Of course, I am not sure at all I'll be able to go for the reasons you all know, but as it is a full flex booking, there is no urgency to cancel it. I will see how the situation evolves + the conditions of entry in the US for Europeans & availability of flights. When I booked, the rates were atrocious, as always in NY (and the Sofitel was even cheaper than Novotel) and, by curiosity (and being bored to be stuck at home all day long
), I looked at the rates, hoping to see a decrease. Searching on Accor site, the Hudson (not ALL-participating) and the Fairmont Plaza were proposed but Novotel, Sofitel and Ibis Style La Guardia were shown as non available. I was of course surprised of this with the virus crisis. With a few more investigations, those 3 hotels are totally unavailable from now and the 1st date available is Monday June 1st. Could it be that those 3 hotels are closed until 31st May ? There is no mention at all on the individual pages of those 3 hotels. I can't believe a second that they all all full during this period. If they are closed, it is interesting that I have not been notified having a confirmed booking made directly with Accor.
Any ideas/information guys ?
I have a booking at Sofitel NY for end May. Of course, I am not sure at all I'll be able to go for the reasons you all know, but as it is a full flex booking, there is no urgency to cancel it. I will see how the situation evolves + the conditions of entry in the US for Europeans & availability of flights. When I booked, the rates were atrocious, as always in NY (and the Sofitel was even cheaper than Novotel) and, by curiosity (and being bored to be stuck at home all day long
), I looked at the rates, hoping to see a decrease. Searching on Accor site, the Hudson (not ALL-participating) and the Fairmont Plaza were proposed but Novotel, Sofitel and Ibis Style La Guardia were shown as non available. I was of course surprised of this with the virus crisis. With a few more investigations, those 3 hotels are totally unavailable from now and the 1st date available is Monday June 1st. Could it be that those 3 hotels are closed until 31st May ? There is no mention at all on the individual pages of those 3 hotels. I can't believe a second that they all all full during this period. If they are closed, it is interesting that I have not been notified having a confirmed booking made directly with Accor. Any ideas/information guys ?
Mar 22, 2020, 3:28 am
#354
FlyerTalk Evangelist
Join Date: Aug 2009
Location: Paris, France
Programs: AF/KL Flying Blue Platinum for life/Club2000 Ultimate, Accor ALL Diamond
Posts: 21,961
This is from the Accor corporate website, about the covid-19 :
You will notice the "all of its hotels". Obviously, the instructions may have been lost by the Post office for many hotels
You will notice the "all of its hotels". Obviously, the instructions may have been lost by the Post office for many hotels
Mar 22, 2020, 4:03 am
#356
Moderator, Turkish Airlines Miles&Smiles & Accor ALL
Join Date: Apr 2009
Location: BRU
Programs: TK*G, Accor ALL Platinum
Posts: 7,600
I didn't want to start a new thread for this, so I am posting here as it is Coronavirus-related (I think). Moderators, please move this post if appropriate.
I have a booking at Sofitel NY for end May. Of course, I am not sure at all I'll be able to go for the reasons you all know, but as it is a full flex booking, there is no urgency to cancel it. I will see how the situation evolves + the conditions of entry in the US for Europeans & availability of flights. When I booked, the rates were atrocious, as always in NY (and the Sofitel was even cheaper than Novotel) and, by curiosity (and being bored to be stuck at home all day long ), I looked at the rates, hoping to see a decrease. Searching on Accor site, the Hudson (not ALL-participating) and the Fairmont Plaza were proposed but Novotel, Sofitel and Ibis Style La Guardia were shown as non available. I was of course surprised of this with the virus crisis. With a few more investigations, those 3 hotels are totally unavailable from now and the 1st date available is Monday June 1st. Could it be that those 3 hotels are closed until 31st May ? There is no mention at all on the individual pages of those 3 hotels. I can't believe a second that they all all full during this period. If they are closed, it is interesting that I have not been notified having a confirmed booking made directly with Accor.
Any ideas/information guys ?
I have a booking at Sofitel NY for end May. Of course, I am not sure at all I'll be able to go for the reasons you all know, but as it is a full flex booking, there is no urgency to cancel it. I will see how the situation evolves + the conditions of entry in the US for Europeans & availability of flights. When I booked, the rates were atrocious, as always in NY (and the Sofitel was even cheaper than Novotel) and, by curiosity (and being bored to be stuck at home all day long
), I looked at the rates, hoping to see a decrease. Searching on Accor site, the Hudson (not ALL-participating) and the Fairmont Plaza were proposed but Novotel, Sofitel and Ibis Style La Guardia were shown as non available. I was of course surprised of this with the virus crisis. With a few more investigations, those 3 hotels are totally unavailable from now and the 1st date available is Monday June 1st. Could it be that those 3 hotels are closed until 31st May ? There is no mention at all on the individual pages of those 3 hotels. I can't believe a second that they all all full during this period. If they are closed, it is interesting that I have not been notified having a confirmed booking made directly with Accor.Any ideas/information guys ?
Mar 22, 2020, 4:05 am
#357
Join Date: Jan 2017
Posts: 18
Share your view of their policy, politely of course with Accor's Chairman & CEO M.Sebastien Bazin at[email protected] Below is his bio.
After five years working in several financial positions in New York, San Francisco and London, Sébastien Bazin was appointed CEO of Hottinguer Rivaud Finances, an investment bank, in 1990, and then CEO of L’Immobilière Hôtelière, a hotel developer in France, in 1992. In 1997, he moved to Colony Capital, a private real estate investment firm, to head up its European branch and lead several acquisitions, principally in the hospitality sector (Générale des Eaux, Club Méditerranée, Lucien Barrière, Fairmont & Raffles, Buffalo Grill, Château Lascombes, Stadia Consulting and others).
He joined Accor’s Board of Directors in 2005 and, via Colony Capital, became a Paris Saint-Germain shareholder in 2006 and the club’s Chairman in 2009.
After five years working in several financial positions in New York, San Francisco and London, Sébastien Bazin was appointed CEO of Hottinguer Rivaud Finances, an investment bank, in 1990, and then CEO of L’Immobilière Hôtelière, a hotel developer in France, in 1992. In 1997, he moved to Colony Capital, a private real estate investment firm, to head up its European branch and lead several acquisitions, principally in the hospitality sector (Générale des Eaux, Club Méditerranée, Lucien Barrière, Fairmont & Raffles, Buffalo Grill, Château Lascombes, Stadia Consulting and others).
He joined Accor’s Board of Directors in 2005 and, via Colony Capital, became a Paris Saint-Germain shareholder in 2006 and the club’s Chairman in 2009.
Mar 22, 2020, 4:12 am
#358
Original Poster
Join Date: Jul 2014
Location: Saint Brieuc
Programs: HHonors, Accorhotel Platinium, Nordic Choice Platinium
Posts: 967
I didn't want to start a new thread for this, so I am posting here as it is Coronavirus-related (I think). Moderators, please move this post if appropriate.
I have a booking at Sofitel NY for end May. Of course, I am not sure at all I'll be able to go for the reasons you all know, but as it is a full flex booking, there is no urgency to cancel it. I will see how the situation evolves + the conditions of entry in the US for Europeans & availability of flights. When I booked, the rates were atrocious, as always in NY (and the Sofitel was even cheaper than Novotel) and, by curiosity (and being bored to be stuck at home all day long ), I looked at the rates, hoping to see a decrease. Searching on Accor site, the Hudson (not ALL-participating) and the Fairmont Plaza were proposed but Novotel, Sofitel and Ibis Style La Guardia were shown as non available. I was of course surprised of this with the virus crisis. With a few more investigations, those 3 hotels are totally unavailable from now and the 1st date available is Monday June 1st. Could it be that those 3 hotels are closed until 31st May ? There is no mention at all on the individual pages of those 3 hotels. I can't believe a second that they all all full during this period. If they are closed, it is interesting that I have not been notified having a confirmed booking made directly with Accor.
Any ideas/information guys ?
I have a booking at Sofitel NY for end May. Of course, I am not sure at all I'll be able to go for the reasons you all know, but as it is a full flex booking, there is no urgency to cancel it. I will see how the situation evolves + the conditions of entry in the US for Europeans & availability of flights. When I booked, the rates were atrocious, as always in NY (and the Sofitel was even cheaper than Novotel) and, by curiosity (and being bored to be stuck at home all day long
), I looked at the rates, hoping to see a decrease. Searching on Accor site, the Hudson (not ALL-participating) and the Fairmont Plaza were proposed but Novotel, Sofitel and Ibis Style La Guardia were shown as non available. I was of course surprised of this with the virus crisis. With a few more investigations, those 3 hotels are totally unavailable from now and the 1st date available is Monday June 1st. Could it be that those 3 hotels are closed until 31st May ? There is no mention at all on the individual pages of those 3 hotels. I can't believe a second that they all all full during this period. If they are closed, it is interesting that I have not been notified having a confirmed booking made directly with Accor.Any ideas/information guys ?
Mar 22, 2020, 4:12 am
#359
Moderator, Turkish Airlines Miles&Smiles & Accor ALL
Join Date: Apr 2009
Location: BRU
Programs: TK*G, Accor ALL Platinum
Posts: 7,600
The Accor Group notice can be found here: https://group.accor.com/en/Actualite...-and-wellbeing
Last edited by starflyergold; Mar 22, 2020 at 4:18 am
Mar 22, 2020, 4:46 am
#360
Join Date: Mar 2011
Programs: Hyatt Globalist, Marriott Titanium
Posts: 1,179
And yet its customer facing website retains the restrictive waiver. Again no coordination.....
The Accor Group notice can be found here: https://group.accor.com/en/Actualite...-and-wellbeing
The Accor Group notice can be found here: https://group.accor.com/en/Actualite...-and-wellbeing
That’s the problem. They are advising, not compelling hotels to offer free cancellations according to the statement above. They are ducking their responsibility. Members will remember this after this is all over and as I’ve seen above, they’ll make their choices to move to other chains.