Accor has updated its coronavirus (COVID-19) cancellation and modification policies as of Friday (March 13, 2020), taking into account this ever-expanding global pandemic.
Accor is still not offering refunds, like most of its competitors do, but will allow guests to modify their arrival date through December 31, 2020.
You can access Accor’s page for coronavirus response here.
Here’s the updated policy as of March 13, 2020:
[COVID-19] Guest Policy
The safety and wellbeing of our guests is a top priority for Accor and because changes are ongoing and unforeseeable due to COVID-19, we have implemented new cancellation/modification policies to provide our guests with increased flexibility.
• Guests who booked a non-flexible rate with Accor between prior to today and are scheduled to arrive prior to April 30, 2020, may modify their reservation for future travel through December 31, 2020 without penalty by contacting the hotel directly. For a list of hotels, please refer to https://all.accor.com/gb/world/hotels-accor-monde.shtml
Existing modification and cancellation waivers in place for specific regions due to Government restrictions:
• Guests travelling TO or FROM Mainland China, Hong Kong SAR, China, Macau SAR, China, Taiwan, China and South Korea through March 31, 2020 will be able to modify or cancel a valid booking.
• Guests travelling TO Italy through April 3, 2020 will be able to modify or cancel an existing reservation
• Guests who booked and planned a stay between March 10th and April 22nd TO UAE, Kuwait, Egypt, Bahrain, Qatar and Saudi Arabia (KSA), they can cancel or modify their stay until September 30th, 2020 without penalty
Hilton’s COVID-19 Policy:
IHG’s COVID-19 Policy:
Marriott’s COVID-19 Policy.
The issue I have with this policy is that it doesn’t encourage future bookings for later in the year when this coronavirus has blown out while Hilton, IHG, and Marriott all have more relaxed guidelines in place.
Accor also doesn’t offer REFUNDS but merely allows those with bookings to move their reservations until the end of 2020. Refunds are only granted for guests traveling TO or FROM Greater China (mainland, Hong Kong, Macao & Taiwan), South Korea, and Italy.
Guests who have reservations for stays in UAE, Kuwait, Egypt, Bahrain, Qatar, and Saudi Arabia can modify or cancel their reservations through September 30 without penalty.
It also would be easier if Accor customer service agents could cancel reservations and process refunds. Some hotels may be trying to conserve their cash position and deny valid requests.