Accor was late coming up with a global coronavirus (COVID-19) reservation cancellation and refund policy (read more here and here).
The French hotel company has now updated the policy that was initially announced last week, but it is still not in line with what others such as Hilton and Marriott are doing.
You can access their page for coronavirus policies here.
READ MORE: Accor ALL Rate & Bonus Points And Miles Promotions
Here’s the updated policy:
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 from 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 (Except France and Italy):
• For a stay between March 17th, 2020 and May 1st, 2020, may modify their reservation for a future date to May 31st, 2021 without any modification fees (subject to availability and applicable rates and conditions) or cancel their reservation and be refunded without penalty. To cancel or modify your reservation, please contact the hotel directly.
• For a stay prior to May 31st, 2020, can modify their reservation for a future date to May 31st, 2021 without any modification fees by contacting the hotel directly (subject to availability and applicable rates and conditions).
For hotels in France:
• For a stay between March 1st, 2020 and prior to September 15th, 2020, guests may cancel their reservations and receive a credit voucher for the full value of their reservation for use within 18 months. To cancel and receive a credit voucher, please contact the hotel directly. https://all.accor.com/gb/country/hotels-france-pfr.shtml
For hotels in Italy:
• For a stay between March 1st, 2020 and prior to April 3, 2020, Guests may cancel their reservations and receive a credit voucher for the full value of their reservation. To cancel and receive a credit voucher, please contact the hotel directly. https://all.accor.com/gb/country/hotels-italy-pit.shtml
For hotels in Asia Pacific:
• Guests scheduled to arrive prior to April 30, 2020 may cancel (or modify) their reservation by contacting the hotel directly.
For hotel in the Middle East and Africa:
• Guests scheduled to arrive prior to April 30, 2020 may cancel (or modify) their reservation by contacting the hotel directly.
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/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/rechtliches/covid19-travel-adviceGroup 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 749AMERICA
Argentina: 00 800 2222 2267
Brazil: 0800 703 7000
Canada: 844 382 2267
US: 844 382 2267EUROPE
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 08OTHERS
Other Countries: (+61) 1300 890 866
The issues:
The global waiver is only valid for stays through April 30, 2020, and does not provide REFUNDS, but guests can merely modify the reservation through April 30, 2021. The guest is responsible for paying any rate difference.
Guests for stays in Europe between March 17 – May 1 (not including France and Italy) can modify or cancel (read get a refund). Stays between May 2 – 31, 2020, can be MODIFIED (no refunds) to a future date through May 31, 2021.
For reservations in France, guests can only get a CREDIT VOUCHER (no modification or refunds) valid for 18 months. This policy is applicable for stays March 1 – September 15, 2020.
And then, in Italy, guests are only eligible for a CREDIT VOUCHER (no modification or refunds) that is valid for 24 months. The stay must be March 1 – April 3, 2020.
The policy is more reasonable for reservations in Asia-Pacific and the Middle East, where members are eligible for a REFUND if stay takes place before April 30, 2020.
Here’s a message from Accor’s CEO:
Conclusion
The Hilton COVID-19 policy GLOBALLY is already valid for stays through June 30, 2020. Accor needs to step up to the plate and come up with a more coherent policy that is valid globally past April.
Guests are not looking for credit vouchers or modify their reservations right now. It is unclear when this pandemic is over and numerous travel restrictions lifted. It is impossible for many to commit any dates right now, not knowing what lies ahead.
