Hotels and all hospitality sector companies have been hit hard by the coronavirus epidemic that has lead to empty planes, many now grounded at airports around the world, and hotels, some currently temporarily closed.
"1st safety, 2nd family and 3rd business." Our CEO, Sébastien Bazin, shares a message of compassion to all Accor Talent on the importance of staying safe in these challenging times we are facing. #staysafe #stayhome #Solidarity #Hospitality #Accor @All #Heart4All pic.twitter.com/mden0Yj8by
— Accor Group (@Accor) March 25, 2020
Hotel CEOs have released their video responses to the crisis, trying to get their message out and rally the troops (employees, hotel owners, and guests/loyalty program members). Marriott CEO released their message last week (watch here) while IHG’s Keith Bar did it a couple of days ago (read more here).
You can access their page for coronavirus policies here.
READ MORE: Accor ALL Rate & Bonus Points And Miles Promotions
Accor Sébastien Bazin released the above video on Twitter yesterday that has been shortened/modified at several parts based on the visible cuts.
Sebastien talks about safety and family. Accor’s reservation cancellation policies in light of the coronavirus, however, are lacking, and don’t support his message.
Hilton, IHG, and Marriott all offer full refunds, while Accor only offers refunds in some markets through April 1 and others through April 30. Even then, some hotels try to hold on to the cash and force guests to move/reschedule the stay.
Twitter commenters were not amused:
Here our Accor piece about the coronavirus (COVID-19) policies:
Accor Live Limitless Coronavirus (COVID-19) Waiver & Cancellation Update
Here is the current Accor policy (access their page here):
Important information: Coronavirus
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.
Global Policy for Existing reservations for upcoming travel through April 30, 2020:
• Guests who booked a non-flexible rate with Accor for travel after March 1, 2020, may modify their reservation for future travel through April 30, 2021 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 Note: changes to existing reservations will be subject to availability and any rate differences
In regions affected by government-issued travel restrictions, the following applies:
For hotels in Europe and the United Kingdom:
• Guests who booked a non-flexible rate with Accor for travel between March 17, 2020 and April 1, 2020, may cancel (or modify) their reservation and be refunded without penalty.
For hotels in Asia Pacific:
• Guests scheduled to arrive prior to April 30, 2020 may cancel (or modify) their reservation and be refunded without penalty.
For hotel in the Middle East and Africa:
• Guests scheduled to arrive prior to April 30, 2020 may cancel (or modify) their reservation and be refunded without penalty.
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/politique-liee-au-coronavirus.shtml
• Mama Shelter :https://www.mamashelter.com/enWe recommend that all travelers review guidance from the World Health Organization and follow any travel advice issued by their home countries.
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: (+33) 146 624 440
- Turkey: +90 (0)212 375 5215
- UK: 800 026 38 08
OTHERS
- Other Countries: (+61) 1300 890 866
Hilton is offering full refunds for all stays everywhere through June 30, 2020, and new reservations made until the same date can be canceled up to 24 hours before arrival (even prepaid and noncancelable):
Hilton Updated Global Travel Waiver & Refund For Arrivals Through June 30, 2020
Hilton Honors 2019 & 2020 Status Extensions Due To COVID-19 Pandemic
Conclusion
Hotel companies need to address this COVID-19 heads on like Hilton has done, and unambiguously offer refunds for stays at all hotels until this issue has been resolved (Hilton now offers through June 30) even if reservation is prepaid, noncancelable and nonrefundable.
It is unclear when this coronavirus is over. If hotels don’t follow Hilton’s lead, how do they think that anyone is going to make any reservations for any future date until this pandemic is ultimately over perhaps 18 months down the road (if we face second and third waves)?
Does Accor believe that a loyalty program member who has booked a stay on their website and who is refused a refund, will ever stay at their property again?
