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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
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
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  
Original Poster
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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.
nrouxel is offline  
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
nrouxel is offline  
Old Jan 26, 20, 1:31 pm
  #4  
 
Join Date: Apr 2019
Posts: 53
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.
mapleg is offline  
Old Jan 26, 20, 1:46 pm
  #6  
 
Join Date: Apr 2019
Posts: 53
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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starflyergold is offline  
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
Posts: 24
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
ftakak is offline  
Old Feb 7, 20, 11:49 pm
  #14  
 
Join Date: Sep 2018
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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.
Annalisa12 is offline  

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