Accor Updates Coronavirus (COVID-19) Cancellation, Refund & Credit Voucher Policy (April 6, 2020)

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Accor was late coming up with a global coronavirus (COVID-19) reservation cancellation and refund policy (read more here, here, here and here).

The French hotel company has now updated the policy globally for stays through May 31, 2020, adding one country (Spain) to the exceptions list that previously included France and Italy.

You can access their page for coronavirus policies here.

READ MORE: Accor ALL Rate & Bonus Points And Miles Promotions

Here’s the updated 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.

Global Policy for Existing reservations for upcoming travel through May 31, 2020:

• Guests who booked a non-flexible rate with Accor for travel prior to May 31,2020 may modify their reservation for future travel through May 31, 2021 without any modification fees 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 North and Central America, Europe (Except France, Spain and Italy), the United Kingdom, Middle East, Africa and Asia Pacific:
•    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 hotels in France (including French Polynesia):
•    For a stay cancelled between March 1st, 2020 and prior to September 15th, 2020, guests may cancel their reservations and receive a credit voucher only 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 cancelled between March 1st, 2020 and prior to April 12, 2020, Guests may cancel their reservations and receive a credit voucher only 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 Spain:
•    For a stay cancelled between March 1st, 2020 and prior to April 11, 2020, Guests may cancel their reservations and receive a credit voucher only 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-spain-pes.shtml

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-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: (+33) 146 624 440
Turkey: +90 (0)212 375 5215
UK: 800 026 38 08

OTHERS
Other Countries: (+61) 1300 890 866

The issues

  1. Global policy is only valid for stays through May 31, 2020
  2. There is now a separate policy in place France, Italy and Spain:
  • France: Only credit vouchers for stays through September 15, 2020.
  • Italy: For stays canceled between March 1 – April 12 only vouchers, and April 13 – May 31 can reschedule through May 31, 2021.
  • Spain: For stays canceled between March 1 – April 11 only vouchers, and April 12m – May 31 can reschedule through May 31, 2021.

Here’s a message from Accor’s CEO:

Accor CEO Sébastien Bazin’s Video Message

Conclusion

The updated policy doesn’t build confidence among program members.

Who on their right mind would make any forward-looking bookings for stays later 2020 with Accor affiliated hotels when most you can get back are hotel specific credits? There will be travel restrictions and bans in place, or you could get furloughed?

Hilton (read more here), Hyatt (read more here), and Marriott (read more here) all guarantee that those that book directly by June 30, 2020, can cancel without any penalty for any date in the future.

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