RichardInSF

I have made a non-cancellable, non-refundable booking at the Sofitel Heathrow for later this month. Just recently, I had an unexpected medical issue. While the situation is temporary, my doctor strongly recommends against travel. I have a letter saying that from the doctor.

I'd appreciate help about how I should go about attempting to get some credit or a refund. Note that I do not have elite status with Accor.

I do not have travel insurance and maybe I should have gotten it, but telling me that (or something similarly negative) is not helpful. Instead,I'd appreciate constructive assistance or examples of how others have successfully dealt with this situation.

Thanks in advance!

Jasper2009

Sorry to hear about your health issues!

To phrase it in a semi-positive way: Experiences are rather mixed when it comes to Accor's customer service.

My suggestion would be to:

- contact the property directly vs. calling Accor's general res line
- explain the situation and ask whether there's a chance to cancel the booking and get a refund
- or if applicable / if the answer is no: whether there's a chance they'd allow you to rebook (this has worked best IME - briefly explain the situation, tell the hotel you are planning to take the trip x weeks/months later and that you'd very much like to stay there another time, and politely ask whether they're willing to move the date)

Goldorak

You may expect a gesture from the hotel but they are absolutely not obliged to. The travel insurance is what you need in that kind of circumstances. I know you said you don’t have any but check if the credit card you used to pay for the booking doesn’t have such an insurance. I hope you will recover quickly and I hope you will be successful for the booking cancellation.

RichardInSF

I used Amex Plat and, no, they don't cover this sort of thing. Thanks.

Goldorak

Amex platinum doesn’t have travel insurance ?

Jasper2009

Amex Plat insurance policies vary greatly by country, and in many cases do not include trip cancellation insurance. And where trip cancellation and/or trip interruption insurance is included, the policy often doesn't cover pre--existing conditions.

starflyergold

As others have said your best bet would be contacting the hotel directly and explain the situation. I presume you booked directly and not via an OTA?

RichardInSF

Correct.

nkob

asking direct
send them paper of your doctor
call amex plat and ask if there is any help too .
greetings
cornelis

starflyergold

Excellent, then I would contact them directly and explain the situation. I was in a similar situation some years back (different Sofitel) and they were quite understanding. If you cannot get a refund, a credit note might the best you can hope for. Let us know how you got on.

cwl

Agree with all the above advice and would add:

If contacting Sofitel Heathrow you need to try and avoid getting a call or emails rerouted to the Arora Hotels centralised back office teams (Sofitel Heathrow is a Arora Group run hotel operating as a Sofitel Franchise and has centralised back office systems covering all its Heathrow and Gatwick hotels regardless of brand). If you get through to Arora centralised admin its like talking to Accor CS: no authority to do other than what the computer screen in front of the member of staff tells them.

If you get no joy initially email the the General manager [email protected] who is usually more accommodating or can refer a request to someone who have authority to exercise ex gratia discretion.

hotel_user

Agree that the "offering" from Amex is now getting quite poor for the cost. I only have one now for the PP access it gives my son / gf on his around the world extended holiday ( ok backpacking in Asia ) as he has no airline status. ( He does not know of the travel insurance but I have it for peace of mind ) and told him to get and pay for a comprehensive policy as well.

Hope the OP has good luck with the hotel., or it is not a lot of money to forgo. More importantly that his health recovers. Kind Regards.

RichardInSF

I just called the front desk and the clerk said they would take care of it (which currently means splitting the stay into two bookings and changing the date of the second one). We'll see if it happens, but the initial response was good.

Thanks for all the help so far!

Edited to add: It happened, just fine. The key was calling the hotel front desk directly as you folks suggested. Again, thanks!