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.)
Feb 27, 2020, 5:54 pm
#46
Join Date: Sep 2005
Programs: Lifetime *G (MP), Lifetime PE (Bonvoy)
Posts: 1,465
I'm waiting/hoping it gets extended to the outbreaks now starting up in Switzerland and Italy although my pre-paid bookings are for May
Feb 27, 2020, 8:00 pm
#47
Join Date: Aug 2008
Location: トロント
Programs: IHG Gold
Posts: 4,820
I had not read this thread or that you could e mail, but I also cancelled a non-refundable booking in Taipei for Feb 29th. Called the main Accor reservation number yesterday and they patched me through to the hotel as it had to be done by the hotel (seems strange to me, why have a central reservation system then?) Talked to them for a few minutes and they said someone would call me at 9am Taipei time the next day. claiming their reservation system was down or had some IT issue.
Today they called me back and said the refund would be processed in aprox 7 days.
Today they called me back and said the refund would be processed in aprox 7 days.
No refund yet on my credit card and the Accor website still shows the booking as active for Feb 29th. (It is now Feb 28th in local Taiwan time). I phoned the reservation number who patched me through to the hotel, but as soon as I said Hello , the line went dead. Phoned back , again patched through to the hotel who hung up on me before I could even say a few words.
I phoned American Express, explained the situation and asked if I should file a dispute on the charge. They said yes, so that is what I have done.
Pretty poor service by Accor which makes me think why should I keep frequenting this hotel chain?
Feb 28, 2020, 10:50 am
#49
FlyerTalk Evangelist
Join Date: Aug 2009
Location: Paris, France
Programs: AF/KL Flying Blue Platinum for life/Club2000 Ultimate, Accor ALL Diamond
Posts: 21,922
I don’t see any reason to cancel a booking in Hungary at the moment but that’s my personal view of the situation and I understand you may think differently.
Feb 29, 2020, 3:08 pm
#51
Join Date: Aug 2000
Location: OKC
Programs: DL DM/2.768MM, Global Entry, Titanium_Marriott, GHertz
Posts: 6,748
GVA Movenpick Hotwire meets coronavirus
In just over two weeks, I was going to stay at the beautiful GVA Movenpick where I stayed on two previous trips to GVA.
This was for the World Council of Churches event that brings together over 300 persons from over 100 countries.
They moved the dates to August due to coronavirus related issues.
The problem is I prepaid through a Hotwire hot deal to get into the Movenpick this time.
Is there no recourse since I plan to stay in the Movenpick this August? I have Accor account, but not high status like Marriott.
This was for the World Council of Churches event that brings together over 300 persons from over 100 countries.
They moved the dates to August due to coronavirus related issues.
The problem is I prepaid through a Hotwire hot deal to get into the Movenpick this time.
Is there no recourse since I plan to stay in the Movenpick this August? I have Accor account, but not high status like Marriott.
Last edited by Xeno; Feb 29, 2020 at 5:51 pm
Feb 29, 2020, 6:34 pm
#52
Join Date: Feb 2004
Location: Perth, WA, Australia
Programs: QF Gold, VA Plat, IHG Plat Amb, LCAH Gold, Hilton Diamond
Posts: 3,846
May depend on whether the hotel has been paid yet. But, discuss it with the hotel directly.
They may, or may not, be willing to move the booking dates for you.
They may, or may not, be willing to move the booking dates for you.
Feb 29, 2020, 6:39 pm
#53
Join Date: Aug 2000
Location: OKC
Programs: DL DM/2.768MM, Global Entry, Titanium_Marriott, GHertz
Posts: 6,748
I did not call not knowing who would answer so I sent an email before posting. I included a PDF of the formal announcement from the WCC.
I talked about my previous stays at that property and that I had persuaded two others to stay there for this event. They used a TA so no problem to reschedule.
I wish the hotel would let me pay difference of the new rate and any penalty they think appropriate.
However, Hotwire is quite clear that the hotel is under no obligation to listen to me.
I have been so happy with that hotel for like events that it will take a while to find another hotel that will work for me.
I talked about my previous stays at that property and that I had persuaded two others to stay there for this event. They used a TA so no problem to reschedule.
I wish the hotel would let me pay difference of the new rate and any penalty they think appropriate.
However, Hotwire is quite clear that the hotel is under no obligation to listen to me.
I have been so happy with that hotel for like events that it will take a while to find another hotel that will work for me.
Mar 2, 2020, 12:20 am
#54
Join Date: Jul 2007
Location: Berlin
Programs: BA Gold; Accor Plat; IHG Diamond-Amb; Meliá & HH & Marriott Gold
Posts: 5,450
I think that most people here will agree that your decision to book an advance purchase "hot deal" makes it quite reasonable that you carry the costs if you subsequently cancel. You had options at the time you booked, including a direct or TA booking, possibly a booking via the event organisers and of course insurance.
If you have been happy with the hotel, why not book it again? They really haven't done anything wrong here.
I have been so happy with that hotel for like events that it will take a while to find another hotel that will work for me.
Mar 2, 2020, 4:33 pm
#55
Join Date: Dec 2018
Location: Belgrade, RS
Programs: MilleMiglia, Etihad Guest, Le Club AccorHotels
Posts: 19
Quick Update to my Venice booking at MGallery Hotel Papadopoli Venezia - Hotel Reservation Desk replied this morning that the situation in Venice is good, the museums are open, airport and port are accessible, no reason for cancellation. But they do admit that the situation is not ideal, so they decided to keep my prepayment ( 504 EUR out of which 120EUR are ALL Reward points) for further use until December 2020.I or anyone else may use the deposit by forwarding the received e-mail.
I immediately gave my new dates (since the plane tickets are already rebooked) and after a couple of hours they sent me offer with two fully-prepaid tariffs noting that they would deduct the prepaid sum of 384EUR!?!?!? How come the 120EUR ALL Reward Points are gone??
I immediately gave my new dates (since the plane tickets are already rebooked) and after a couple of hours they sent me offer with two fully-prepaid tariffs noting that they would deduct the prepaid sum of 384EUR!?!?!? How come the 120EUR ALL Reward Points are gone??
Mar 3, 2020, 12:35 am
#56
Moderator, Turkish Airlines Miles&Smiles & Accor ALL
Join Date: Apr 2009
Location: BRU
Programs: TK*G, Accor ALL Platinum
Posts: 7,586
Mar 3, 2020, 11:24 am
#57
Join Date: Feb 2018
Programs: Bonvoy :Ambassador , ALL :Diamond, Skywards :Silver, Krisflyer :Silver
Posts: 2,808
Judging that now the outbreak have spread to Europe and many more countries, I wonder if the status extension will be extended to ALL elites not just Greater China
Mar 3, 2020, 1:22 pm
#58
Join Date: Dec 2018
Location: Belgrade, RS
Programs: MilleMiglia, Etihad Guest, Le Club AccorHotels
Posts: 19
Important information: Coronavirus
Considering the recent cases of novel coronavirus (COVID-19), we are closely monitoring the situation and fully understand the concerns around traveling during this time.Guests travelling to OR from Mainland China, Hong Kong SAR China, Macau SAR China, Taiwan China and South Korea through 31 March 2020 will be able to change or cancel a valid booking.
Guests travelling to OR from Italy through 8 March 2020 will be able to change or cancel a valid booking.
1. For guests who have booked directly with Accor via all.accor.com, the ALL app, global contact center or directly with one of our hotels AND
a. Reserved a flexible rate, can modify or cancel their reservations by:
i. Visiting all.accor.com and click “My bookings”
ii. Contact our global reservations center (please find the phone numbers below)
b. Reserved a non-flexible rate can modify or cancel their reservation by:
i. Contact our global reservations center (please find the phone numbers below)
2. For guests who booked through a travel agent, online booking platform or other third parties, please contact your booking provider directly for assistance.
We recommend that all travelers review guidance from the World Health Organization and follow any travel advice issued by their home countries
Mar 3, 2020, 1:36 pm
#59
Moderator, Turkish Airlines Miles&Smiles & Accor ALL
Join Date: Apr 2009
Location: BRU
Programs: TK*G, Accor ALL Platinum
Posts: 7,586
Best Western have done so for their elites as has Shangri-La. I would expect other hotel chains to follow soon. I already had some work trips cancelled.
