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.)
May 13, 2020, 11:10 am
#706
Join Date: Mar 2020
Posts: 16
Norway has banned tourists from entering the country, the hotel I booked was temporarily closed last week due to Corona and who knows...might be closed when I arrive, too....
I expressed my concern to Accor and they said they can move me to another hotel nearby if my current booking ends up closing again. They said the closure is not due to Corona but due to low occupancy...what?? How does this make any sense?!
I expressed my concern to Accor and they said they can move me to another hotel nearby if my current booking ends up closing again. They said the closure is not due to Corona but due to low occupancy...what?? How does this make any sense?!
May 13, 2020, 2:46 pm
#707
Join Date: May 2010
Location: Global Again
Programs: OWS IHG Diamond + Accor Plat, Scandic Top Level
Posts: 763
Wikki updated May 13th Edition
Updated wikki and have left May 5th edition for comparison..
Cant see much movement..other than a link for a credit voucher request..that has no date..
Cant see much movement..other than a link for a credit voucher request..that has no date..
May 13, 2020, 3:51 pm
#708
Join Date: Oct 2013
Location: East coast Australia
Programs: Virgin Gold
Posts: 15
Status 6 month extension
I am Platinum Accor plus. Still waiting for this 6 month status extension. I know it is 'before May31' but have the feeling it will need a chase up to get it. Anyone else still waiting?
(& I never got Covid emails, or extension emails, or ANY emails from Accor, despite having raised this with them 3 years ago, and last year. Rely on this site & LoyaltyLobby for info. Anyone else
experience this?)
(& I never got Covid emails, or extension emails, or ANY emails from Accor, despite having raised this with them 3 years ago, and last year. Rely on this site & LoyaltyLobby for info. Anyone else
experience this?)
May 13, 2020, 4:18 pm
#709
Join Date: Mar 2017
Location: Spain
Programs: ALL Plat, HH Gold, Marriott GE
Posts: 1,144
I am Platinum Accor plus. Still waiting for this 6 month status extension. I know it is 'before May31' but have the feeling it will need a chase up to get it. Anyone else still waiting?
(& I never got Covid emails, or extension emails, or ANY emails from Accor, despite having raised this with them 3 years ago, and last year. Rely on this site & LoyaltyLobby for info. Anyone else
experience this?)
(& I never got Covid emails, or extension emails, or ANY emails from Accor, despite having raised this with them 3 years ago, and last year. Rely on this site & LoyaltyLobby for info. Anyone else
experience this?)
Yep, me too.
Also waiting for my card ( 2 years now ) was told it was sent, then told it was at various hotels. Now its just digital.
It was a problem as one hotel would not accept my word I was Platinum, before check in ( so could not show card on phone as no wifi ). It was not a problem elsewhere though.. resolved by giving me the wifi code before they gave me the non upgraded room
no names as did get lounge access 
May 14, 2020, 6:14 am
#710
Join Date: Apr 2017
Location: TKU
Programs: Radisson Rewards Gold, , Accor All Gold
Posts: 21
Does anyone know why there is such a different policy in Spain?
Again, Accor only extended the cancellation period by a around week until 23rd. May.
I have couple of bookings for June and I would like to cancel them asap.
Again, Accor only extended the cancellation period by a around week until 23rd. May.
I have couple of bookings for June and I would like to cancel them asap.
May 14, 2020, 8:24 am
#711
Join Date: Mar 2017
Location: Spain
Programs: ALL Plat, HH Gold, Marriott GE
Posts: 1,144
Think most of the hotels in Spain are small franchise, and may need to keep as much cash as possible. All hotels here still closed and totally reliant on the non existent external tourist trade as there is no "internal" tourist trade at the moment either.( Think you can not drive more than 100 kms from your base ).
External tourist trade scared as 14 day quarantine now being talked about. That will kill off what's left of the trade this year.
Feel free to correct me if your information is different.
I had to make chargebacks via credit card. Lost out on rate, but got cash back.
I did this in March for stays in May / June btw.
May 14, 2020, 9:06 am
#712
Join Date: Apr 2020
Posts: 9
So I had been emailing Accor back and forth, trying to get more information on what the refund, voucher and rebooking options are because 2-3 weeks ago, the hotel was closed due to the pandemic, plus their borders are closed. Today I suddenly get an email saying that we were granted vouchers. I quickly emailed them back asking for an explanation because I NEVER canceled and I NEVER asked for vouchers. There must have been some form of miscommunication because they said:
"As the customer service probably explained you, I will cancel your reservation for the 23/06/2020"
Nope, I just read my email thread and no where was I ever explained this was the plan.
Funny thing is, this is also happening to my Nordic Choice reservations. I was back and forth with them asking about options and they suddenly email out if the blue saying I was granted vouchers when I NEVER mentioned I wanted this in any of my emails to them.
Maybe I am thinking too deeply into this but the fact that both of these hotels suddenly email me, on the same day, saying they are granting me vouchers is very suspect. This reminds me of British Airways and what they were doing. They were canceling flights and only offering vouchers and rebookings.. and then hiding the full refund option in their email and website, as you could only get it if you call. I have a sneaking suspicion that ACCOR is seeing how serious this pandemic is and they are trying to trick people into accepting a voucher so when the full refund option is available, people with vouchers are out of luck.
"As the customer service probably explained you, I will cancel your reservation for the 23/06/2020"
Nope, I just read my email thread and no where was I ever explained this was the plan.
Funny thing is, this is also happening to my Nordic Choice reservations. I was back and forth with them asking about options and they suddenly email out if the blue saying I was granted vouchers when I NEVER mentioned I wanted this in any of my emails to them.
Maybe I am thinking too deeply into this but the fact that both of these hotels suddenly email me, on the same day, saying they are granting me vouchers is very suspect. This reminds me of British Airways and what they were doing. They were canceling flights and only offering vouchers and rebookings.. and then hiding the full refund option in their email and website, as you could only get it if you call. I have a sneaking suspicion that ACCOR is seeing how serious this pandemic is and they are trying to trick people into accepting a voucher so when the full refund option is available, people with vouchers are out of luck.
May 15, 2020, 1:46 am
#713
Moderator, Turkish Airlines Miles&Smiles & Accor ALL
Join Date: Apr 2009
Location: BRU
Programs: TK*G, Accor ALL Platinum
Posts: 7,601
Accor are partnering with Axa, the insurance company, to provide health service access for guests. https://press.accor.com/all-safe-eng/?lang=en It is not clear whether this means free of charged, the latter of course more likely.
May 15, 2020, 4:34 am
#714
Join Date: Mar 2017
Location: Spain
Programs: ALL Plat, HH Gold, Marriott GE
Posts: 1,144
Accor are partnering with Axa, the insurance company, to provide health service access for guests. https://press.accor.com/all-safe-eng/?lang=en It is not clear whether this means free of charged, the latter of course more likely.
Is that the same Axa that provides cover to AMEX cards ?
If I read the PR bit correctly, it looks like you will get access to a medical professional ( call worker ) via a video link . Not sure how that would work. I could have got the wrong end of the announcement. In general if added as a "free" service I am all in favour. If it is just "theater" then its a bad idea.
May 16, 2020, 7:28 am
#718
Join Date: Jul 2007
Location: Berlin
Programs: BA Gold; Accor Plat; IHG Diamond-Amb; Meli & HH & Marriott Gold
Posts: 5,460
Yes. Same for me with a German address.
I've requested a physical card before they change their mind. Whether I actually make any further Accor bookings, beyond those required to use up my points, is another question altogether and will very much depend on what happens next.
I've requested a physical card before they change their mind. Whether I actually make any further Accor bookings, beyond those required to use up my points, is another question altogether and will very much depend on what happens next.
May 16, 2020, 7:31 am
#719
Moderator, Turkish Airlines Miles&Smiles & Accor ALL
Join Date: Apr 2009
Location: BRU
Programs: TK*G, Accor ALL Platinum
Posts: 7,601
