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Accor Coronavirus Policy (bookings, status etc.)

Accor Coronavirus Policy (bookings, status etc.)

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Old May 18, 20, 8:44 pm   -   Wikipost
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Travel information: Coronavirus (update May 15th), status information (as per 19 May)

Updated: MAY 15th 2020

Welcoming, safeguarding and taking care of others is at the very heart of what we do and who we are.To ensure guest well-being at our hotels, we have increased our cleaning standards even further by launching the ALLSAFE Cleanliness & Prevention Label which represents some of the most stringent cleaning standards & operational protocols in the world of hospitality. These standards have been vetted by Bureau Veritas, a world leader in hygiene & cleanliness inspection.

To learn more about ALLSAFE :

Click here

BOOKED A FLEXIBLE RATE DIRECTLY WITH ACCOR?
Guests that booked fully refundable rates may cancel or modify their reservations without penalties on all.accor.com (exact policy of the rate applies as specified at the time of booking).

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 June 30th, 2020 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 booking value for use at a future date at the same hotel.

To cancel and get a credit voucher:
(valid for most of our hotels in Europe, Middle East or Africa and Brazil)
Claim a voucher
To modify the stay, guest may contact the hotel directly.


Conditions and dates may depend on local regulation – see Detail of the commercial policy per country (see below)
Note: Guests requesting a refund of any kind (i.e. cash or credit voucher), it may take up to 90 days from the date of cancellation for the refund to be processed. The form and timing of the requested refund may be subject to the applicable laws of the respective hotel’s location (i.e. Government imposed restrictions on vouchers and cash refunds).



Detail of the commercial policy per country for non flexible rates booked directly with ACCOR.



I - FOR HOTELS IN EUROPE

Guests who planned to stay in one of our hotels between March 17th, 2020 and June 30th, 2020 (inclusive) may modify the date of their stay or cancel their reservation and receive a credit voucher for the amount of the original booking, for use at the same hotel within 18 months of the original booking date. If the booked hotel is closed for the date of stay, save as set out in the exceptions below, guests may cancel their reservation and be refunded without penalty.

Exceptions to both of these cancellation and modification options apply in countries whereby the legislation stipulates the sending of a specific voucher in the form and under the conditions described in the country modifications listed below.

• To cancel and receive a credit voucher :
Claim a voucher
See below for Terms and conditions for vouchers

• You can also contact the hotel directly if you wish to cancel or modify your stay.


Exceptions to this policy apply to hotels in France, Italy, Greece, Portugal, Spain, Germany, Austria, Switzerland, United Kingdom, Ireland, Belgium. Luxembourg and the Netherlands – see below.


• For Hotels in France (including all overseas regions): For a stay cancelled between March 1st, 2020 and September 15th, 2020 (inclusive), guests may cancel their reservations and receive a credit voucher only for the full value of their reservation for use at the same hotel. After 18 months guests may request a refund in the case that the voucher has not been used. Credit vouchers issued by hotels in France can be used for more than one transaction.
To cancel and receive a credit voucher, please contact the hotel directly


For hotels in Germany, Austria, Switzerland, United Kingdom, Ireland, Belgium, Luxembourg and the Netherlands: Guests who booked a non-flexible rate directly with Accor for travel through June 30, 2020 (inclusive) may modify the date of their stay or cancel their reservation and receive a credit voucher for the amount of the original booking, for use at the same hotel within 18 months of the original booking date. If the booked hotel is closed for the date of stay or the guest is unable to travel to the respective country due to government enforced travel restrictions, guests may cancel their reservation and be refunded without penalty.
To cancel and receive a credit voucher :
Claim a voucher
See below for Terms and conditions for vouchers


• For hotels in Greece: For a stay cancelled between February 25th, 2020 and September 30th, 2020 (inclusive), guests may cancel their reservations and receive a credit voucher only for the full value of their reservation for use at the same hotel valid for 18 months from the date of issuance of the voucher. After 18 months, guests may request a refund in the case that the credit voucher has not been used.
To cancel and receive a credit voucher :
Claim a voucher
See below for Terms and conditions for vouchers


• For hotels in Portugal: For a stay planned between March 13th, 2020 and September 30th, 2020 (inclusive), guests may cancel their reservations and receive a credit voucher only for the full value of their reservation for use at the same hotel, valid until 31/12/2021. After 31/12/2021, guests may request a refund in the case that the voucher has not been used, within a 14 days delay. An exception to this is for unemployed guests, who may request a full refund instead, within a 14 days delay.
To cancel and receive a credit voucher, please contact the hotel directly


• For Hotels in Spain: For a stay planned between March 17th, 2020 and May 23rd, 2020 (inclusive), guests may cancel their reservations and receive a credit voucher, if they accept it in a 60 days delay, only for the full value of their reservation for use at the same hotel. Guests have 60 days to accept the credit voucher. After 12 months guests may request a refund in the case that the voucher has not been used, within a 14 days delay.
To cancel and receive a credit voucher, please contact the hotel directly


For hotels in Italy: For all hotel contracts entered into with effect from March 11th, 2020 and September 30th, 2020 the hotel may issue a voucher of the same amount valid for one year from the date of issue, if services cannot be rendered due to the state of emergency of COVID-19.
To cancel and receive a credit voucher, please contact the hotel directly



II/ FOR MIDDLE EAST / AFRICA,

Guests who planned to stay between March 17th, 2020 and June 30th, 2020 (inclusive) may modify the date of stay or cancel their reservation and receive a credit voucher in the amount of the original booking for use at the same hotel within 18 months. If the hotel is closed for the date of stay, they can cancel their reservation and be refunded without penalty by contacting the hotel directly.
To cancel and receive a credit voucher :
Claim a voucher
See below for Terms and conditions for vouchers


Exceptions of this general policy exist for hotels in Morocco, Algeria, Ivory Coast:

For hotels in Algeria, Morocco, Ivory Coast: Guests who booked a non-flexible rate directly with Accor for travel through June 30, 2020 (inclusive) may Cancel their reservation and receive a credit voucher in the amount of the original booking for use at the same hotel within 18 months.
To cancel and receive a credit voucher :
Claim a voucher
See below for Terms and conditions for vouchers



III / FOR HOTELS IN NORTH & CENTRAL AMERICA

Guest who planned to stay in one of our hotels prior to and inclusive of June 30th, 2020 may modify their reservation for a later date without any modification fees (subject to availability and applicable rates and conditions) by contacting the hotel directly.



IV / FOR HOTELS IN ASIA PACIFIC

Guest who planned to stay in one of our hotels prior to and inclusive of June 30th, 2020 may modify their reservation for a later date without any modification fees (subject to availability and applicable rates and conditions) by contacting the hotel directly.

Exception of this general policy exist for hotels in Singapore:

For hotels in Singapore: For a stay planned (including Group Bookings) made before March 25, 2020 (inclusive), with a stay between February 1, 2020 and October 19, 2020 (inclusive), guests may cancel their reservation and be refunded without penalty. To cancel your reservation and process the refund, please contact the hotel directly.



V / FOR HOTELS IN LATIN AMERICA

Guest who planned to stay in one of our hotels prior to and inclusive of June 30th, 2020 may modify their reservation for a later date without any modification fees (subject to availability and applicable rates and conditions) by contacting the hotel directly.


THIRD PARTY BOOKINGS:
Third parties are required to follow the Accor cancellation policy set out above. Guests who booked through a travel agent, online booking platform or other third party, please contact your booking provider directly to action your modification, cancellation or credit voucher request.

GROUP BOOKINGS:
For all group bookings, including meetings and events, our global sales teams are working closely with hotels to provide the maximum flexibility possible, and will be assessing case by case the need to cancel or postpone events.

OTHER
For guests who booked through the following websites, please refer to the applicable terms and conditions in the links below

• Adagio : https://www.adagio-city.com/gb/polit...onavirus.shtml
• Mama Shelter : https://www.mamashelter.com/en
• Banyan Tree : https://www.banyantree.com/en/travel-advisory
• Mantis : https://www.mantiscollection.com/novel-coronavirus/
• SBE : https://www.sbe.com/covid-19-updates-and-resources/
• 25 Hours: https://www.25hours-hotels.com/en/re...-travel-advice

We recommend that all travelers review guidance from the World Health Organization and follow any travel advice issued by their home countries.
For a complete list of hotels contact information, please refer to https://all.accor.com/gb/world/hotels-accor-monde.shtml

Terms and conditions associated with credit vouchers:
  • Credit voucher only applicable to payments that have already been processed
  • Credit voucher only applicable if the booking has not already been cancelled
  • Credit voucher only applicable if a refund has not been processed.
  • Credit voucher is not transferrable.
  • Credit Voucher can be used only once (with the exception of vouchers issued by French hotels that can be used on more than one occasion)

Detail of the commercial policy per country



I - FOR HOTELS IN EUROPE

Guests who planned to stay in one of our hotels between March 17th, 2020 and June 30
th, 2020 (inclusive) may modify the date of their stay or cancel their reservation and receive a credit voucher for the amount of the original booking, for use at the same hotel within 18 months of the original booking date. If the booked hotel is closed for the date of stay, guests may cancel their reservation and be refunded without penalty.
• Please contact the hotel directly if you wish to cancel or modify your stay.

• For hotels in Poland, Lithuania, Estonia, Czech Republic, Slovakia, Hungary, Romania and Bulgaria, you can also visit all.accor.com to cancel and receive a credit voucher.


See below for Terms and conditions for vouchers


Please see below modifications of this policy for hotels in France, Italy, Greece, Portugal, Spain, Germany, Austria, Switzerland, United Kingdom, Ireland, Belgium. Luxembourg and the Netherlands

• For Hotels in France (including all overseas regions): For a stay cancelled between March 1st, 2020 and September 15th, 2020 (inclusive), guests may cancel their reservations and receive a credit voucher only for the full value of their reservation for use at the same hotel. After 18 months guests may request a refund in the case that the voucher has not been used.

• For hotels in Greece: For a stay cancelled between February 25th, 2020 and September 30th, 2020 (inclusive), guests may cancel their reservations and receive a credit voucher only for the full value of their reservation for use at the same hotel valid for 18 months from the date of issuance of the voucher. After 18 months, guests may request a refund in the case that the credit voucher has not been used.

• For hotels in Portugal: For a stay planned between March 13th, 2020 and September 30th, 2020 (inclusive), guests may cancel their reservations and receive a credit voucher only for the full value of their reservation for use at the same hotel, valid until 31/12/2021. After 31/12/2021, guests may request a refund in the case that the voucher has not been used, within a 14 days delay. An exception to this is for unemployed guests, who may request a full refund instead, within a 14 days delay.

• For Hotels in Spain: For a stay planned between March 17th, 2020 and May 9th, 2020 (inclusive), guests may cancel their reservations and receive a credit voucher, if they accept it in a 60 days delay, only for the full value of their reservation for use at the same hotel. Guests have 60 days to accept the credit voucher. After 12 months guests may request a refund in the case that the voucher has not been used, within a 14 days delay.

For hotels in Italy: For all hotel contracts entered into with effect from March 11th, 2020 and September 30th, 2020 the hotel may issue a voucher of the same amount valid for one year from the date of issue, if services cannot be rendered due to the state of emergency of COVID-19.

For hotels in Germany, Austria, Switzerland, United Kingdom, Ireland, Belgium, Luxembourg and the Netherlands: Guests who booked a non-flexible rate directly with Accor for travel through June 30, 2020 (inclusive) may modify the date of their stay or cancel their reservation and receive a credit voucher for the amount of the original booking, for use at the same hotel within 18 months of the original booking date. If the booked hotel is closed for the date of stay or the guest is unable to travel to the respective country due to government enforced travel restrictions, guests may cancel their reservation and be refunded without penalty.



II/ FOR MIDDLE EAST / AFRICA,

Guests who planned to stay between March 17th, 2020 and June 30
th, 2020 (inclusive) may modify the date of stay or cancel their reservation and receive a credit voucher in the amount of the original booking for use at the same hotel within 18 months. If the hotel is closed for the date of stay, they can cancel their reservation and be refunded without penalty by contacting the hotel directly.
To cancel and receive a credit voucher :


See below for Terms and conditions for vouchers


Exceptions of this general policy exist for hotels in Morocco, Algeria, Ivory Coast:

For hotels in Algeria, Morocco, Ivory Coast: Guests who booked a non-flexible rate directly with Accor for travel through June 30, 2020 (inclusive) may Cancel their reservation and receive a credit voucher in the amount of the original booking for use at the same hotel within 18 months.
To cancel and receive a credit voucher :


See below for Terms and conditions for vouchers



III / FOR HOTELS IN NORTH & CENTRAL AMERICA

Guest who planned to stay in one of our hotels prior to and inclusive of June 30
th, 2020 may modify their reservation for a later date without any modification fees (subject to availability and applicable rates and conditions) by contacting the hotel directly.



IV / FOR HOTELS IN ASIA PACIFIC

Guest who planned to stay in one of our hotels prior to and inclusive of June 30
th, 2020 may modify their reservation for a later date without any modification fees (subject to availability and applicable rates and conditions) by contacting the hotel directly.

Exception of this general policy exist for hotels in Singapore:

For hotels in Singapore: For a stay planned (including Group Bookings) made before March 25, 2020 (inclusive), with a stay between February 1, 2020 and October 19, 2020 (inclusive), guests may cancel their reservation and be refunded without penalty. To cancel your reservation and process the refund, please contact the hotel directly.



V / FOR HOTELS IN LATIN AMERICA

Guest who planned to stay in one of our hotels prior to and inclusive of June 30
th, 2020 may modify their reservation for a later date without any modification fees (subject to availability and applicable rates and conditions) by contacting the hotel directly.

Terms and conditions associated with credit vouchers:

· Credit voucher only applicable to payments that have already been processed

· Credit voucher only applicable if the booking has not already been cancelled

· Credit voucher only applicable if a refund has not been processed.

· Credit voucher is not transferrable.

· Credit Voucher can be used only once


Third party bookings:
For guests who booked through a travel agent, online booking platform or other third parties, please contact your booking provider directly for assistance.

For guests who booked through:
• Adagio : https://www.adagio-city.com/gb/polit...onavirus.shtml
• Mama Shelter : https://www.mamashelter.com/en​
• Banyan Tree : https://www.banyantree.com/en/travel-advisory
• Mantis : https://www.mantiscollection.com/novel-coronavirus/
• SBE : https://www.sbe.com/covid-19-updates-and-resources/
• 25 Hours: https://www.25hours-hotels.com/en/re...-travel-advice

Group Bookings:
All group bookings, including for meetings and events, our global sales teams are working closely with hotels to provide the maximum flexibility possible, in assessing case by case the need to cancel or postpone events.

We recommend that all travelers review guidance from the World Health Organization and follow any travel advice issued by their home countries.

For a complete list of hotels contact information, please refer to https://all.accor.com/gb/world/hotels-accor-monde.shtml

ASPAC
Australia: 1300 656 565
China: 4 008 182 688
Hong Kong: 800 938 768
Indonesia: +62 (0)21 25 53 34 00
Japan: 034 455 6404
New Zealand: 0800 444 422
Singapore: 800 616 1367
South Korea: 00798 8521 2018
Taiwan: 0809 09 80 28
Thailand: +66 (0)2 659 28 77
UAE: 800 035 702 749

AMERICA
Argentina: 00 800 2222 2267
Brazil: 0800 703 7000
Canada: 844 382 2267
US: 844 382 2267

EUROPE
Austria: +43 (0) 1360 27 72000
Belgium (French): +32 (0)2 643 5002
Belgium (Nederlands): +32 (0)2 643 5000
France: 0800 200 258
Germany: +49 (0)69 95 30 75 95
Italy: +39 199 129 999
Netherland: +31 (0)20 65 45 730
Poland: 0801 606 606
Portugal: +351 (0)21 318 00 49
Russia: +7 (0)495 7059486
Spain: +34 (0)902 10 04 63
Switzerland: +41 (0)2 25 67 53 10
Turkey: +90 (0)212 375 5215
UK: 800 026 38 08

OTHERS
Other Countries: (+61) 1300 890 866



Accor Hotels reported to have given refunds (beyond policy) of non-refundable bookings:

Asia

Movenpick Bali
Ibis Styles Singapore on MacPherson
Fairmont Peace, Shanghai
ibis New Delhi Aerocity
ibis Jaipur
Novotel Taipei Taoyuan International Airport
Novotel Okinawa Naha
Pullman Tokyo Tamachi
MGallery Kyoto Yur
MGallery Yura Kyoto
Ibis Osaka Namba
Hotel Royal Hoi An - MGallery
Novotel Danang Premier Han River
Pullman Danang Beach Resort
Novotel Phuket Resort
Europe
Hotel Century Old Town Prague MGallery
Swissôtel Tallinn
Novotel Collegien Marne la Valee
Novotel Paris Charles-de-Gaulle Airport
Mercure Florence Center
Novotel Milano Linate Aeroporto
Ibis Styles Paris Val de Fontenay
Pullman Eindhoven Cocagne
Ibis Orly Paris Airport
Mama Shelter Lyon
Ibis London City - Shoreditch

Novotel Paris 13 Porte d'Italie
Novotel Glasgow Centre
Ibis Styles Madrid Las Ventas
Ibis Styles Paris Gare du Nord
Ibis London City Shoreditch
Pullman Dresden Newa
Novotel Manchester
Middle East
Alwadi Hotel Doha – MGallery
Mercure Hurghada Hotel
North America
Fairmont Austin
Fairmont Tremblant
Sofitel Los Angeles in Beverly Hills

Pacific
The Sebel Brisbane
Grand Mercure Auckland
SO / Auckland
Sofitel Auckland Viaduct Harbour
Novotel Auckland Airport
St Moritz Queenstown - MGallery
Pullman Quay Grand Sydney Harbour
South America
Pullman São Paulo Guarulhos Airport
Mercure Campinas
Novotel Rio de Janeiro Leme

Status Policy (as per 19 May)
  • • Status Extension: The status you earned in 2019 will be extended to December 31, 2021 allowing you more time to enjoy all the benefits of ALL-Accor Live Limitless.

    • Points Expiration: To provide you ample time to redeem points, the expiration of Rewards points will be paused through December 15, 2020.

    • Roll-Over Status Nights / Points: ALL status nights and points earned between July 1, 2020 and December 31, 2020 will be rolled over to jump start your elite qualification on January 1, 2021, allowing you to earn elite status faster in the 2022 program year.

    • Suite Night Upgrades: For Platinum and Diamond members, all unused Suite Night Upgrades as of December 31, 2020 will be extended for 12 months to provide you more time to enjoy a suite night upgrade on us.












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Old May 20, 20, 9:04 am
  #766  
 
Join Date: Jan 2008
Location: Europe
Programs: Hilton Diamond, Marriott Bon Titanium, Accor Platinum (former IHG Plat Ambass - quit after 13 years)
Posts: 745
I have NOT gotten the official email announcing the status extension, even though I can already see it on my account profile.
est-gratuite is offline  
Old May 20, 20, 12:16 pm
  #767  
 
Join Date: Feb 2018
Programs: Bonvoy Amb , LCAH : Plt, Skywards : Gold
Posts: 1,739
I receive the official email today.
I guess they send them in batches.
hotel_user likes this.
kaizen7 is offline  
Old May 20, 20, 12:59 pm
  #768  
FlyerTalk Evangelist
Accor 25+ Badge
 
Join Date: Aug 2009
Location: Paris, France
Programs: AF/KL Flying Blue Platinum for life/Club2000 Ultimate, Accor ALL Diamond
Posts: 14,952
Originally Posted by cwl View Post
A welcome step by Accor although:

Points Expiration: To provide you ample time to redeem points, the expiration of Rewards points will be paused through December 15, 2020.

Is ambiguous and would benefit form clarification. What have Accor actually "paused"? On basis I haven't stayed in an Accor property now since late February my points would normally expire February 2021(assuming I can't make a safe hotel stay meanwhile).

Does pause simply mean points which would otherwise expire over the next few months will now not expire until 15th December (in which case my current points expiry date doesn't change)?

Or does it mean the 12 month point validity is now paused from date of this email and will go off pause on 15th December? So in my case the 12 months validity is now paused so the approx 9 months validity window remaining restarts on 15th December and will therefore run to September 2021? I hope this interpretation is correct.

Or does "Paused" in this instance have a different meaning?
I have received the email this morning.
In French, it says
  • Expiration de vos points : pour vous donner suffisamment de temps pour utiliser vos points Rewards, leur expiration sera suspendue jusqu'au 15 décembre 2020.
I understand it as no point will expire this year until 15/12/20. So in your case, your points expire in 2021, there is no change for their expiry date.
hotel_user likes this.
Goldorak is offline  
Old May 20, 20, 3:09 pm
  #769  
cwl
Fairmont Contributor Badge
 
Join Date: Jul 2005
Location: UK
Programs: BAEC Silver, Flying Blue Silver, Le Club Accor Platinum, Hilton Honours Diamond, Marriot Silver
Posts: 378
Originally Posted by Goldorak View Post
I have received the email this morning.
In French, it says
  • Expiration de vos points : pour vous donner suffisamment de temps pour utiliser vos points Rewards, leur expiration sera suspendue jusqu'au 15 décembre 2020.
I understand it as no point will expire this year until 15/12/20. So in your case, your points expire in 2021, there is no change for their expiry date.
Thank you Goldorak for the clarification, just a shame the points expiry part of the latest Accor email isn't as generous as the status dispensations.

Hopefully the pandemic situation will have improved before December to allow hotel stays to be a realistic option again or further concessions will be made by Accor later in the year if the global position hasn't improved significantly. Upcoming reservations in my Accor account is blank for the first time for many years and don't see myself wanting to book or stay in any hotel before the autumn at the earliest.
hotel_user likes this.
cwl is offline  
Old May 21, 20, 12:07 am
  #770  
 
Join Date: Feb 2013
Posts: 115
Novotel Oasis Cairns refusing to make changes to my booking in June despite global Accor policy stating otherwise.
Unfortunately it was the one time I booked via a third party so am between a rock and a hard place. I have tried to contact the hotel a few times but not even the courtesy of a response. Even stated that I was happy to pay anything additional on arrival but even that didnt result in a response.
hillwalker2004 is offline  
Old May 21, 20, 12:38 am
  #771  
 
Join Date: Oct 2016
Location: CBR
Programs: LeClub AccorHotels / Accor Plus (Platinum), Qantas Frequent Flyer, Virgin Velocity
Posts: 470
Originally Posted by hillwalker2004 View Post
Novotel Oasis Cairns refusing to make changes to my booking in June despite global Accor policy stating otherwise.
Unfortunately it was the one time I booked via a third party so am between a rock and a hard place. I have tried to contact the hotel a few times but not even the courtesy of a response. Even stated that I was happy to pay anything additional on arrival but even that didnt result in a response.
Spoiler
 


Pretty disappointing that is the case, given the information on their website. Are you contacting the travel agent to arrange the cancellation on your behalf? Because the hotel needs the third party to contact them to cancel.

If the hotel is giving both you and the third party the run around, you could try contacting, in order:
  • The hotel's general manager (Scott Grant) @ [email protected] - though I have also read that Monique Harmer is Cluster General Manager for Novotel Cairns Oasis and Pullman Cairns International, so I'm not really sure?
  • The Area General Manager North Queensland, who I believe is Stefan Kracke (from my 5 mins searching on Google), GM at Peppers Beach Club and Spa Palm Cove @ [email protected] - Mr Kracke was area manager for Mantra properties prior to the acquisition, so I am not sure if he is area manager for Mantra properties, or all Accor properties in North Queensland, though if he is not, he could point you in the right direction
  • As a last resort, Accor Chief Operating Officer Pacific, Simon McGrath @ [email protected]
Maelstrom is offline  
Old May 21, 20, 3:19 am
  #772  
FlyerTalk Evangelist
Accor 25+ Badge
 
Join Date: Aug 2009
Location: Paris, France
Programs: AF/KL Flying Blue Platinum for life/Club2000 Ultimate, Accor ALL Diamond
Posts: 14,952
Originally Posted by cwl View Post
Thank you Goldorak for the clarification, just a shame the points expiry part of the latest Accor email isn't as generous as the status dispensations.
you know, it may change again in the coming months depending on how the pandemic situation is improving and how it gets easier or not to travel (borders reopening).

Originally Posted by cwl View Post
Hopefully the pandemic situation will have improved before December to allow hotel stays to be a realistic option again or further concessions will be made by Accor later in the year if the global position hasn't improved significantly. Upcoming reservations in my Accor account is blank for the first time for many years and don't see myself wanting to book or stay in any hotel before the autumn at the earliest.
My upcoming reservations section of the app/site was also totally empty after numerous cancellations of all my stays between march and June (never happened to me too at least for the last 10 years). But...I have just made my 1st new booking in June I have never been so happy to book a flight and a hotel .
starflyergold and tris06 like this.
Goldorak is offline  
Old May 21, 20, 7:38 am
  #773  
 
Join Date: Feb 2013
Posts: 115
Originally Posted by Maelstrom View Post
Spoiler
 



Pretty disappointing that is the case, given the information on their website. Are you contacting the travel agent to arrange the cancellation on your behalf? Because the hotel needs the third party to contact them to cancel.

If the hotel is giving both you and the third party the run around, you could try contacting, in order:
  • The hotel's general manager (Scott Grant) @ [email protected] - though I have also read that Monique Harmer is Cluster General Manager for Novotel Cairns Oasis and Pullman Cairns International, so I'm not really sure?
  • The Area General Manager North Queensland, who I believe is Stefan Kracke (from my 5 mins searching on Google), GM at Peppers Beach Club and Spa Palm Cove @ [email protected] - Mr Kracke was area manager for Mantra properties prior to the acquisition, so I am not sure if he is area manager for Mantra properties, or all Accor properties in North Queensland, though if he is not, he could point you in the right direction
  • As a last resort, Accor Chief Operating Officer Pacific, Simon McGrath @ [email protected]
Thanks. I might have been a touch premature and unfair on the hotel. I did contact the hotel directly a couple of times over the last month using a generic email but didn't get a response. The agent wrote to me this morning stating that they had been in contact with the hotel and that they were enforcing the non-refundable conditions so nothing could be done.

As it happened I found the GM's email and contacted him earlier and in fairness I got a quick response. They have no objection in moving the booking, so although nothing is yet confirmed it looks like I'm a lot closer to a resolution than I was earlier. I am now beginning to wonder whether in fact the agent did ever contact the hotel but who knows.

I'll endeavour to report back one way or another.
hillwalker2004 is offline  
Old May 21, 20, 6:43 pm
  #774  
 
Join Date: Oct 2016
Location: CBR
Programs: LeClub AccorHotels / Accor Plus (Platinum), Qantas Frequent Flyer, Virgin Velocity
Posts: 470
Originally Posted by hillwalker2004 View Post
Thanks. I might have been a touch premature and unfair on the hotel. I did contact the hotel directly a couple of times over the last month using a generic email but didn't get a response. The agent wrote to me this morning stating that they had been in contact with the hotel and that they were enforcing the non-refundable conditions so nothing could be done.

As it happened I found the GM's email and contacted him earlier and in fairness I got a quick response. They have no objection in moving the booking, so although nothing is yet confirmed it looks like I'm a lot closer to a resolution than I was earlier. I am now beginning to wonder whether in fact the agent did ever contact the hotel but who knows.
That's a good point actually - third party OTA's have been known to do this. After all, if you cancel the booking, they lose their commission. Good luck with it!
Maelstrom is offline  
Old May 23, 20, 12:54 am
  #775  
sxc
Moderator, Cathay Pacific
 
Join Date: Dec 2004
Programs: CX Green, QF Platinum, BAEC Gold, Hyatt Glob
Posts: 10,224
So I have suite night upgrades expiring dec 2020 but am not a platinum. I guess that means they are not extending them?
sxc is offline  
Old May 23, 20, 2:02 am
  #776  
 
Join Date: May 2010
Location: Global
Programs: OWS IHG Spire
Posts: 491
Cancelled Non Refundable Booking

Originally Posted by EcotoneHR View Post
Please do! I am supposed to go there in July so I'd like to know what I can expect when the time comes to cancel the booking.
Sofitel Bali,



After 3 emails this week I finally had a reply..first two were ignored.

I then sent a separate email to the hotel via a different email/name address, asking about a room for the same dates, reply was within 12 hours offering a discounted rate.

So for my third email, using the information that they are attending to emails, I finally received a reply as below.RED is my add ons.







Dear Mr Engtravel



We do apologize for not replying you at the soonest



Hope this email finds you well



We have note based on below correspondent that you will unable to come, and therefore to avoid any non-arrival charge we will cancel your current booking accordingly (I stated due to travel restrictions, were they really going to charge me for a no show?). You will receive the cancelation confirmation automatically from our system.



Meanwhile, as you book our special rate with non-refundable conditions, based on Accor Global Policy, we are only able to convert your total deposit, total of cash IDR, to be hotel credit that can be used for your future booking up until 31 March 2022.



We also have inform ALL member team to returned back your burn of BURN##removed.........IDR....= points to your membership account…most of the booking was with points.



You may contact us anytime in the future once you have the fix date, by replying this email. Additional information, that the availability and the rates of the new stay will be depend on the best rate available in time of booking



Mr Engtravel, again we are sorry, for not attending your email at the soonest and creating inconvenience, we hope the information is sufficient and we look forward to welcoming you to Sofitel Bali Nusa Dua



It looks possibly that the points will be refunded back to my account and receive a credit voucher for the cash element..

But please note: the mention of a potential no show charge, just in case others have bookings and considering not showing..

If the points are returned then more than happy with this.
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Engineering Travel is offline  
Old May 23, 20, 3:11 am
  #777  
FlyerTalk Evangelist
Accor 25+ Badge
 
Join Date: Aug 2009
Location: Paris, France
Programs: AF/KL Flying Blue Platinum for life/Club2000 Ultimate, Accor ALL Diamond
Posts: 14,952
Originally Posted by sxc View Post
So I have suite night upgrades expiring dec 2020 but am not a platinum. I guess that means they are not extending them?
how did you get them if you are not Platinum or Diamond ?
Goldorak is offline  
Old May 23, 20, 6:22 am
  #778  
 
Join Date: Oct 2016
Location: CBR
Programs: LeClub AccorHotels / Accor Plus (Platinum), Qantas Frequent Flyer, Virgin Velocity
Posts: 470
Originally Posted by Engineering Travel View Post
But please note: the mention of a potential no show charge, just in case others have bookings and considering not showing.
I see no issue with a no-show fee. If the guest has not contacted the hotel to inform them of their requirement to change or cancel the booking, it is reasonable for them to assume the guest will be staying, and to charge a no-show fee accordingly.

Of course, the hotel needs to be able to be contacted, which has been an issue with many of the hotels over this period. Going three weeks without a reply contact from the hotel is unacceptable - even if the hotel is closed, the generic reservations email should be getting monitored.
Maelstrom is offline  
Old May 23, 20, 9:17 am
  #779  
sxc
Moderator, Cathay Pacific
 
Join Date: Dec 2004
Programs: CX Green, QF Platinum, BAEC Gold, Hyatt Glob
Posts: 10,224
Originally Posted by Goldorak View Post
how did you get them if you are not Platinum or Diamond ?
I was platinum to the year ending 2019, and now gold. I don’t know why I got them - some quirk of the ALL transition I think.
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Old May 23, 20, 5:58 pm
  #780  
 
Join Date: Oct 2016
Location: CBR
Programs: LeClub AccorHotels / Accor Plus (Platinum), Qantas Frequent Flyer, Virgin Velocity
Posts: 470
Originally Posted by sxc View Post
I was platinum to the year ending 2019, and now gold. I don’t know why I got them - some quirk of the ALL transition I think.
You can see Amy's reply regarding the introduction of SNU's (click on the blue arrow next to her username and you can view the full post):

Originally Posted by AccorHotels Concierge View Post
...
With the launch of ALL this year, all Platinum members without exception were granted some Suite Night Upgrades regardless of their annual activity, in recognition of their current status.

The members who won’t qualify to maintain their Platinum status in 2020 will nonetheless still be able to use their Suite Night Upgrade until the end of their validity period. But, on the other hand, the Suite Night Upgrade will not enable a Gold member to enjoy any other exclusive benefits of the Platinum status, such as the free lounge access for instance (except if this benefit is included in the rate booked)
...
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Maelstrom is offline  

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