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Accor Coronavirus Policy (bookings, status etc.)

Accor Coronavirus Policy (bookings, status etc.)

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Old Jun 30, 20, 1:35 pm   -   Wikipost
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Travel information: Coronavirus (update 17 June), status information (bottom of page, as per 19 May)

Updated: June 17th, 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.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 (provided that the exact rate policy of your original booking will apply to your revised 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 September 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 please use the following link
(valid for our hotels in Europe, Middle East, Africa Asia Pacific and Brazil)
Claim a voucher

➔ To modify the dates of your stay, please contact the hotel directly.

➔ Conditions and dates depend on local regulation – please see details of the commercial policy per country

Note: Guests requesting a refund of any kind (i.e. cash or credit voucher) should be aware that 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).

Third party bookings:

Third parties are required to follow the Accor cancellation policy set out above. If you who booked through a travel agent, online booking platform or other third party, please contact your booking provider directly who will explain the options for modification, cancellation or credit voucher applicable to your booking.

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 on a case by case basis the need to cancel or postpone events.

Other

If you 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)
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.

Details of the commercial policy by country for non-flexible rates booked directly with ACCOR.

I - FOR HOTELS IN EUROPE

Generally
Unless covered by one of the exceptions below, if you planned to stay in one of our hotels between March 17th, 2020 and September 30th, 2020 (inclusive) you may modify the date of your stay or cancel your 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, you may cancel your reservation and be refunded without penalty.

Exceptions
Exceptions to the general policy apply in accordance with the requirements of national or local laws or as otherwise stipulated. The exceptions always prevail over our general policy and are as follows:

➔ For hotels in France (including all overseas regions):
If you have booked a non-flexible rate directly with Accor for a stay between March 1st, 2020 and September 15th, 2020 (inclusive), you may cancel your reservation and you will receive a credit voucher for the full value of yourreservation for use at the same hotel. In accordance with legislation, you are not eligible to receive an immediate cash refund.After 18 months you may request a refund if the voucher has not been used. Credit vouchers issued by hotels in France may be used to pay for the costs of more than one transaction but not exceeding in aggregate the value of the voucher.
To cancel and receive a credit voucher :
Claim a voucher

➔ For hotels in United Kingdom, Republic of Ireland, Belgium, the Netherlands, Luxembourg, Germany, Austria Switzerland, Poland, Hungary, Czech Republic, Slovenia, Croatia, Slovakia, Bosnia and Herzegovina, Serbia, Macedonia, Montenegro, Romania, Russia, Turkey and Bulgaria:
If you have booked a non-flexible rate directly with Accor for travel through September 30, 2020 (inclusive) you may modify the date of your stay or cancel your 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 if you are unable to travel to the respective country due to government enforced travel restrictions, you may cancel your reservation and be refunded without penalty.
To cancel and receive a credit voucher :
Claim a voucher

➔ For hotels in Greece:
If you have booked a non-flexible rate directly with Accor for a stay between February 25th, 2020 and September 30th, 2020 (inclusive), you may cancel your reservations and receive a credit voucher for the full value of your reservation for use at the same hotel valid for 18 months from the date of issuance of the voucher. In accordance with legislation, you are not eligible to receive an immediate cash refund.After 18 months, you may request a refund if the credit voucher has not been used.
To cancel and receive a credit voucher :
Claim a voucher

➔ For hotels in Portugal:
If you have booked a non-flexible rate directly with Accor for astay planned between March 13th, 2020 and September 30th, 2020 (inclusive), you may cancel your reservation and receive a credit voucher for the full value of your reservation for use at the same hotel, valid until 31/12/2021. In accordance with legislation, you are not eligible to receive an immediate cash refund.After 31/12/2021, you may request a refund if the voucher has not been used. An exception applies for guests who can demonstrate that they are unemployed who may request a full refund.
To cancel and receive a credit voucher :
Claim a voucher

➔ For hotels in Spain:
If you have booked a non-flexible rate directly with Accor for a stay planned between March 14th, 2020 and June 20th, 2020 (inclusive), you may cancel your reservation within 14 days from the end of the alarm condition and receive a credit voucher for the full value of your reservation for use at the same hotel, if you accept it in a 60 days delay. In accordance with legislation, you are not eligible to receive an immediate cash refund. After 12 months, you may request a refund if the voucher has not been used.
For bookings with arrival until June 20th, please contact the hotel to cancel and receive your voucher.
For bookings with arrival between June 21st and September 30th, cancel and receive a credit voucher here:
Claim a voucher

➔ For hotels in Italy:
If you have booked a non-flexible rate directly with Accor for a stay planned between March 11th, 2020 and September 30th, 2020 you may cancel your reservation and the hotel will issue a voucher for 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 bookings with stay dates until September 30th, cancel and receive a credit voucher here:
Claim a voucher

II/ FOR MIDDLE EAST / AFRICA

Guests who booked a non-flexible rate directly with Accor for travel through September 30th, 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


III / FOR HOTELS IN NORTH & CENTRAL AMERICA

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

To cancel and receive a credit voucher :
Claim a voucher

Exceptions to this general policy apply to 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 SOUTH AMERICA

Guest who planned to stay in one of our hotels prior to and inclusive of September 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.

Exceptions to this this general policy apply to hotels in Brazil:

➔ For hotels in Brazil:
Guest who planned to stay in one of our hotels prior to and inclusive of September 30th, 2020 may cancel their reservation and receive a credit voucher in the amount of the original booking for use at the same hotel.
To cancel and receive a credit voucher :
Claim a voucher

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)



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
Sofitel LHR

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 24, 20, 1:14 pm
  #781  
 
Join Date: May 2010
Location: Global
Programs: OWS IHG Spire
Posts: 502
Originally Posted by Maelstrom View Post
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.

I guess some travelers may just give up with the difficulty of the ALL non refundable policy and then do a no show. Guess they may well be in for a surprise on their CC.
Engineering Travel is online now  
Old May 24, 20, 1:24 pm
  #782  
 
Join Date: May 2010
Location: Global
Programs: OWS IHG Spire
Posts: 502
[QUOTE=Engineering Travel;32397263

If the points are returned then more than happy with this.[/QUOTE]

So to bring to the end my dealings with the Sofitel Nusa Dua, the points have been returned to my ALL account today (around 36 hours later)..

Happy with the result and I do hope that this will assist others who have non refundable bookings made with points..

Good luck to those in a similar situation..
hotel_user likes this.
Engineering Travel is online now  
Old May 28, 20, 4:21 am
  #783  
 
Join Date: Sep 2018
Programs: BAEC
Posts: 61
Have read Wiki and still none the wiser on this situation...

Scenario had a non refundable booking in Naples for June, cannot get there so contacted for credit voucher as per wiki told can use for new reservation through to June 2021.

Question is this...

How do you do the booking?
Use Accor app and book refundable rate and contact hotel to get credit applied?
OR contact hotel to make the reservation and they will add it to the Accor system?

Also while original booking was in June, can I wait until July to make the new reservation since need to get calendar for 2021 figured out and co-ordinate with work and family etc

Big apology if this was answered elsewhere, have been following the Accor situation intermittently and read things here a few times but don't recall seeing these questions.
FlyingGarden is offline  
Old May 29, 20, 12:26 am
  #784  
 
Join Date: May 2010
Location: Global
Programs: OWS IHG Spire
Posts: 502
Originally Posted by FlyingGarden View Post
Have read Wiki and still none the wiser on this situation...

Scenario had a non refundable booking in Naples for June, cannot get there so contacted for credit voucher as per wiki told can use for new reservation through to June 2021.

Question is this...

How do you do the booking?
Use Accor app and book refundable rate and contact hotel to get credit applied?
OR contact hotel to make the reservation and they will add it to the Accor system?

Also while original booking was in June, can I wait until July to make the new reservation since need to get calendar for 2021 figured out and co-ordinate with work and family etc

Big apology if this was answered elsewhere, have been following the Accor situation intermittently and read things here a few times but don't recall seeing these questions.

I would recommend that you contact the hotel directly either via email or telephone, explaining what you want to do and open a dialog with them.
Engineering Travel is online now  
Old May 29, 20, 12:50 am
  #785  
 
Join Date: Dec 2009
Location: ADL
Programs: QFF, AAdvantage, All
Posts: 884
For insurance purposes, I need to show that Accor didn't have a global policy for vouchering non-refundable bookings until March 12.
Any ideas?
LukeO9 is offline  
Old May 29, 20, 2:41 am
  #786  
Original Poster
Accor Contributor Badge
 
Join Date: Jul 2014
Location: Saint Brieuc
Programs: HHonors, Accorhotel Platinium, Nordic Choice Platinium
Posts: 709
Originally Posted by LukeO9 View Post
For insurance purposes, I need to show that Accor didn't have a global policy for vouchering non-refundable bookings until March 12.
Any ideas?
That was on the 13th of march : https://loyaltylobby.com/2020/03/13/...march-13-2020/
nrouxel is offline  
Old May 29, 20, 5:02 am
  #787  
 
Join Date: Dec 2009
Location: ADL
Programs: QFF, AAdvantage, All
Posts: 884
Originally Posted by nrouxel View Post
Brilliant. TY.
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LukeO9 is offline  
Old May 31, 20, 6:23 pm
  #788  
 
Join Date: Oct 2016
Location: CBR
Programs: LeClub AccorHotels / Accor Plus (Platinum), Qantas Frequent Flyer, Virgin Velocity
Posts: 487
Originally Posted by Maelstrom View Post
Accor Plus membership extension FAQs:
https://www.accorplus.com/en/about/extension-faqs

When will the extension take place?

The extension will take place automatically by 31 May 2020. Members will then be able to view their new membership expiry date in their member profile when they log on to their account via accorplus.com, all.accor.com or the Accor All app.
Well, 31 May has come and gone. My membership expiry date is still showing my normal expiry date of 31 Dec 2020.
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Old Jun 1, 20, 1:00 am
  #789  
 
Join Date: Mar 2017
Location: Spain (waiting for the border to open to let the virus back)
Programs: ALL Plat, HH Gold, Marriott GE
Posts: 771
Originally Posted by Maelstrom View Post
Well, 31 May has come and gone. My membership expiry date is still showing my normal expiry date of 31 Dec 2020.

Ditto. ( But showing end of August - I can not leave Spain till then .... not that I have any plans - apart from Andorra )
hotel_user is offline  
Old Jun 1, 20, 11:28 pm
  #790  
 
Join Date: Sep 2016
Location: Canberra Australia
Programs: AccorPlus Plat
Posts: 120
Originally Posted by hotel_user View Post
Ditto. ( But showing end of August - I can not leave Spain till then .... not that I have any plans - apart from Andorra )
Ditto
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Firsttime4me2 is online now  
Old Jun 2, 20, 12:12 pm
  #791  
 
Join Date: Jul 2016
Location: VIE, TYO, CAX
Programs: LH-SEN
Posts: 93
French refund voucher restrictions

Have received a refund voucher today from Mercure Nice (Promenade des Anglais) the wording of which is as follows:
In compliance with the latest French Government "Order No. 2020-315 of March 25, 2020 relating to the financial conditions for the resolution of certain tourist travel and stay contracts in case of exceptional and unavoidable circumstances or force majeure".
Based on this order, instead of a refund, we can thus propose to postpone the stay following these conditions :

. Retroactive application for stays cancelled by the hotel or by the client since March 1 and for future stays until September 15.
. For a service identical or equivalent to the service provided in the cancelled contract mentioned and in the same establishment,
.
A credit note of the amount paid by the client,
. Validity period of eighteen (18) months, at the end of which the guest may request a refund if the credit note has not been used.

While I was aware of the conditions in general I was surprised by the part I've bolded - essentially saying that the voucher can only be used for the same room type etc. as per the original booking. Can anyone advise me as to whether this restriction is in line with the French regulations or has just been stipulated by the hotel?

Abouttimetoo is offline  
Old Jun 2, 20, 12:24 pm
  #792  
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Accor 25+ Badge
 
Join Date: Aug 2009
Location: Paris, France
Programs: AF/KL Flying Blue Platinum for life/Club2000 Ultimate, Accor ALL Diamond
Posts: 15,113
Originally Posted by Abouttimetoo View Post
Have received a refund voucher today from Mercure Nice (Promenade des Anglais) the wording of which is as follows:
In compliance with the latest French Government "Order No. 2020-315 of March 25, 2020 relating to the financial conditions for the resolution of certain tourist travel and stay contracts in case of exceptional and unavoidable circumstances or force majeure".
Based on this order, instead of a refund, we can thus propose to postpone the stay following these conditions :

. Retroactive application for stays cancelled by the hotel or by the client since March 1 and for future stays until September 15.
. For a service identical or equivalent to the service provided in the cancelled contract mentioned and in the same establishment,
.
A credit note of the amount paid by the client,
. Validity period of eighteen (18) months, at the end of which the guest may request a refund if the credit note has not been used.

While I was aware of the conditions in general I was surprised by the part I've bolded - essentially saying that the voucher can only be used for the same room type etc. as per the original booking. Can anyone advise me as to whether this restriction is in line with the French regulations or has just been stipulated by the hotel?

This is a very surprising wording to mention the room type with all details (breakfast, etc). I dont't think the French regulation is going into that kind of details. But the fact that it is valid for 18 months and refundable if not used is definitely in line with the French regulation.
I would have expected just a credit note for the amount pre-paid, period. But I think this is the way it will be considered when you read the other conditions (new stay cheaper/more expensive). For your new stay, I recommend you to contact the hotel for the booking, instead of booking on the website. So the hotel can make the link between the voucher and the new booking.
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Goldorak is offline  
Old Jun 3, 20, 8:18 am
  #793  
 
Join Date: Mar 2017
Location: Spain (waiting for the border to open to let the virus back)
Programs: ALL Plat, HH Gold, Marriott GE
Posts: 771
Originally Posted by Maelstrom View Post
Well, 31 May has come and gone. My membership expiry date is still showing my normal expiry date of 31 Dec 2020.

Mine has just been extended by six months - now expires on 28th Feb 2021 ( and the points expiry by 2 months till April 2021 )

Hopefully will be able to use
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hotel_user is offline  
Old Jun 4, 20, 4:37 am
  #794  
 
Join Date: May 2011
Location: Northern Ireland / Surrey
Programs: BA GGL/CCR/GFL, Accor Gold, HHonors Diamond, IHG Platinum Ambassador
Posts: 183
Originally Posted by Goldorak View Post
This is a very surprising wording to mention the room type with all details (breakfast, etc). I dont't think the French regulation is going into that kind of details. But the fact that it is valid for 18 months and refundable if not used is definitely in line with the French regulation.
I would have expected just a credit note for the amount pre-paid, period. But I think this is the way it will be considered when you read the other conditions (new stay cheaper/more expensive). For your new stay, I recommend you to contact the hotel for the booking, instead of booking on the website. So the hotel can make the link between the voucher and the new booking.
I received the following from Pullman Bordeaux;Unfortunately, we will not be able to refund you but we can offer you to postpone your stay until 18 months (January 2022). If you can’t come back before January 2022, we will refund you the total deposit of €xxx
To make your new bookings, we kindly recommend you to answer this email directly.Please note that the new stay will depend on availability of the hotel, as well as the prices on the new dates. If there is a difference between both periods, you will be able to pay for it at the check-out time.
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Old Jun 6, 20, 2:49 am
  #795  
IMH
 
Join Date: Jul 2007
Location: HAM
Programs: BA Gold; Accor & IHG Plat; Meliá & HH & Marriott & Radisson G
Posts: 4,962
Hilton's policy -- already very good -- just got better

While we wait to see if/when Accor will improve their approach to bookings that have been frustrated by SARS-CoV-2, Hilton has extended total flexibility -- including refunds on request -- on advance purchase bookings up to the end of August.

Worldwide.

Hilton.
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Last edited by IMH; Jun 6, 20 at 6:06 am
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