Accor Updates Coronavirus (COVID-19) Cancellation, Refund & Credit Voucher Policy (April 10, 2020)

6 Comments

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 updated the policy second time this week for stays through May 31, 2020.

You can access their page for coronavirus policies here.

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

Accor has updated the policy for stays in Spain, moving the valid through date from April 11 to April 26.

Here’s the updated policy:

Updated: April 10, 2020

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 at the same hotel. 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 May 4, 2020, Guests may cancel their reservations and receive a credit voucher only for the full value of their reservation for use at the same hotel. 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 26, 2020, Guests may cancel their reservations and receive a credit voucher only for the full value of their reservation for use at the same hotel. To cancel and receive a credit voucher, please contact the hotel directly. https://all.accor.com/gb/country/hotels-spain-pes.shtml

Note: Guests requesting refunds of any kind (i.e. cash or credit voucher) may take up to 90 days from the date of cancellation to be processed. The form and timing of the requested refund may be subject to applicable laws where each hotel is located (i.e. Government imposed restrictions on cash refunds).

Third party bookings:
For guests who booked through a travel agent, online booking platform or other third parties, please contact your booking provider directly for assistance.

The issues

  1. Global policy is only valid for stays through May 31, 2020
  2. Separate policy in place France, Italy and Spain
  3. Customers want refunds for vouchers

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 in 2020 or even 2021 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.

Accor lacks a coherent Covid-19 cancellation waiver valid globally pandering to the hotel owners while leaving guests holding useless vouchers for hotels that may not even reopen. This also means that they need to update this policy weekly if not more often.

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.

If you enjoyed this article, get our blog updates for free!

Previous articleInterContinental Bali Voucher Sale 30% Off
Next articleMGM MLife Elite Tiers Extended Through January 31, 2022 & Earning Year Changes

YOU MIGHT ALSO LIKE