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 20, 2020, 12:59 pm
#768
FlyerTalk Evangelist
Join Date: Aug 2009
Location: Paris, France
Programs: AF/KL Flying Blue Platinum for life/Club2000 Ultimate, Accor ALL Diamond
Posts: 21,928
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?
• 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?
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.
May 20, 2020, 3:09 pm
#769
Join Date: Jul 2005
Location: UK
Programs: BAEC GGL/Gold, Flying Blue Silver, All Accor Gold, Hilton Honours Diamond,
Posts: 527
I have received the email this morning.
In French, it says
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.
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.
May 21, 2020, 12:07 am
#770
Join Date: Feb 2013
Posts: 120
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.
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.
May 21, 2020, 12:38 am
#771
Join Date: Oct 2016
Programs: Accor, Qantas Frequent Flyer, Virgin Velocity
Posts: 570
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.
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]
May 21, 2020, 3:19 am
#772
FlyerTalk Evangelist
Join Date: Aug 2009
Location: Paris, France
Programs: AF/KL Flying Blue Platinum for life/Club2000 Ultimate, Accor ALL Diamond
Posts: 21,928
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.
I have never been so happy to book a flight and a hotel 
.
May 21, 2020, 7:38 am
#773
Join Date: Feb 2013
Posts: 120
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]
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.
May 21, 2020, 6:43 pm
#774
Join Date: Oct 2016
Programs: Accor, Qantas Frequent Flyer, Virgin Velocity
Posts: 570
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.
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.
May 23, 2020, 2:02 am
#776
Join Date: May 2010
Location: Global Again
Programs: OWS IHG Diamond + Accor Plat, Scandic Top Level
Posts: 762
Cancelled Non Refundable Booking
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.
May 23, 2020, 3:11 am
#777
FlyerTalk Evangelist
Join Date: Aug 2009
Location: Paris, France
Programs: AF/KL Flying Blue Platinum for life/Club2000 Ultimate, Accor ALL Diamond
Posts: 21,928
May 23, 2020, 6:22 am
#778
Join Date: Oct 2016
Programs: Accor, Qantas Frequent Flyer, Virgin Velocity
Posts: 570
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.
May 23, 2020, 9:17 am
#779
FlyerTalk Evangelist
Join Date: Dec 2004
Programs: CX Green, QF Platinum, BAEC Silver, Hyatt Glob
Posts: 10,780
May 23, 2020, 5:58 pm
#780
Join Date: Oct 2016
Programs: Accor, Qantas Frequent Flyer, Virgin Velocity
Posts: 570
...
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)
...
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)
...