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Accor Coronavirus Policy (bookings, status etc.)

Accor Coronavirus Policy (bookings, status etc.)

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Old Jul 28, 20, 7:41 am   -   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
Pullman Luang Prabang

Europe
Hotel Century Old Town Prague MGallery
Swissτtel 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

Hotel Am Konzerthaus Vienna - MGallery
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 Sγo 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 Jan 22, 20, 6:21 am
  #1  
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Accor Coronavirus Policy (bookings, status etc.)

Accor announced on its official Weibo account that those who have booked Accor-branded hotels in the Greater China region for stays on/before February 2 can contact the hotel to change their booking or to request a free refund.
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Old Jan 26, 20, 7:21 am
  #2  
 
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Cancelling a non refundable room?

Wonder if Accor ever bends on their prepaid non cancellable rooms charges, if it is one of the cities possibly affected by the Corona Virus or if there is a travel warning for that destination?
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Old Jan 26, 20, 7:39 am
  #3  
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See there https://www.flyertalk.com/forum/acco...han-china.html
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Old Jan 26, 20, 1:31 pm
  #4  
 
Join Date: Apr 2019
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Originally Posted by mapleg View Post
Wonder if Accor ever bends on their prepaid non cancellable rooms charges, if it is one of the cities possibly affected by the Corona Virus or if there is a travel warning for that destination?
If there is a travel warning, isn't that what travel insurance is for?
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Old Jan 26, 20, 1:37 pm
  #5  
 
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Originally Posted by znsm View Post
If there is a travel warning, isn't that what travel insurance is for?
I do not buy travel insurance for every hotel night and every trip. I prefer to self insure for smaller cost eventualities.
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Old Jan 26, 20, 1:46 pm
  #6  
 
Join Date: Apr 2019
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Originally Posted by mapleg View Post
I do not buy travel insurance for every hotel night and every trip. I prefer to self insure for smaller cost eventualities.
Which is sensible and probably cost effective... But the question sounded like if Accor should accommodate a refund. They might do but have no obligation, that is what travel insurance- either actual insurance or self funded where you are prepared bear the loss- is for...
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Old Jan 26, 20, 1:50 pm
  #7  
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Call the property directly during its regular business hours and ask. Nothing better than a first-hand source.

If you chosen not to insure, that may be a good decision because it's not worth it overall. But, you may want to look at an annual policy if you travel enough. A lot cheaper than per ticket / hotel and gets you coverage when the unforseen comes to pass.
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Old Jan 26, 20, 2:27 pm
  #8  
 
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Originally Posted by Often1 View Post
Call the property directly during its regular business hours and ask. Nothing better than a first-hand source.

If you chosen not to insure, that may be a good decision because it's not worth it overall. But, you may want to look at an annual policy if you travel enough. A lot cheaper than per ticket / hotel and gets you coverage when the unforseen comes to pass.
Thanks. The property actually is in Taiwan which is not subject to travel restrictions (yet). It's only one night at a discount rate.

As for insurance covering hotel cancellations, I have done the metrics. In 40 plus years of travel I have been out one prepaid hotel room for 3 nights, and even at that it would have been for a non-insurable reason. (ie I just did not want to visit the city any more). I have other types of insurance from other sources at no cost to me (medical coverage etc).
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Old Jan 26, 20, 7:56 pm
  #9  
 
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With Status Acor like most other hotel groups allow regualar guests a degree of flex when needing to cancel pre paid rooms. I find with Bonvoy however, status does give access to flexi rate rooms which are not that more expensive.
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Old Jan 31, 20, 9:44 am
  #10  
 
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Cancellation of Non-Refundable Bookings Due to Corona Virus

It may be of relevance to summarise experience with how Accor hotels are dealing with cancellation of non-refundable pre-paid bookings. I have just cancelled two rooms booked for February 6th at the Ibis Styles Singapore on MacPherson. They immediately responded positively by agreeing to waive the normal booking conditions. Excellent behaviour by Ibis Singapore!
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Old Jan 31, 20, 10:54 am
  #11  
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Maybe it is time for AccorHotels Concierge to clarify the refund/cancellation policy for China (mainland and other territories) as well other Asian countries if this extends to those. I'm sure Chinese customers also would like to know if they can get refunds for worldwide bookings.
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Old Jan 31, 20, 5:53 pm
  #12  
 
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I had no issues cancelling a stay at the Fairmont Peace hotel in Shanghai. I simply took a screenshot of the Weibo announcement and asked for cancellation without penalty. Less than 30mins later I had a reply from the hotel confirming the cancellation. The SNU I was planning to use was back in my account immediately.

I was really looking forward to staying there, i was legitimately disappointed I had to cancel it.
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Old Feb 6, 20, 9:48 pm
  #13  
 
Join Date: May 2019
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Just cancelled pre-paid reservations with ibis New Delhi Aerocity and ibis Jaipur. The hotels replied within one day and fully understood the situation.

By the way the announcement on ALL website tells you to contact Accor representative by phone for cancellation. I called and was told to contact hotel directly.

Last edited by ftakak; Feb 6, 20 at 11:12 pm
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Old Feb 7, 20, 11:49 pm
  #14  
 
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Sofitel Singapore City Centre refuses to allow refunds on any reservations.... shameful. I understand the reservation was non-refundable but it's a bit nonsensical with the epidemic to be completely inflexible.
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Old Feb 8, 20, 12:04 am
  #15  
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Originally Posted by bsb7140 View Post
Sofitel Singapore City Centre refuses to allow refunds on any reservations.... shameful. I understand the reservation was non-refundable but it's a bit nonsensical with the epidemic to be completely inflexible.
Could hurt them in the long run. If there was a refund people might of booked and if the hysteria dies down gone on their holiday and spent money in their country. However with the inflexibility people probably won't even attempt it just in case.
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