Accor Reservation Cancellation COVID-19 Policy Update (April 18, 2020)

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Accor has updated (again) its coronavirus cancellation policy by adding yet another country to the list that is excluded from providing cash refunds.

Accor won’t require hotels now in four countries of France, Spain, Italy, and Greece (just added) to provide refunds.

You can access Accor’s page for coronavirus policies here.

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

Note that it says on the Accor’s page that this policy update would have taken place on April 16, 2020. They didn’t, however, update the page before April 18.

Here’s the update from Accor:

Important information: Coronavirus

Updated: April 16, 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, Greece 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 all overseas regions):

• 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 3, 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

For hotels in Greece:

• For a stay cancelled between February 25, 2020 and prior to September 30, 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-greece-pgr.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.

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

The issues

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

Here’s Accor CEO’s Message:

Accor CEO Sébastien Bazin’s Video Message

Status extension policy for Greater China

Accor Live Limitless Greater China 12-Month Status Extension

And everywhere else:

Accor Live Limitless Status Boost Euros & Nights For 2020

Accor Live Limitless Status Boost Points & Nights For 2020 Have Posted

Conclusion

Accor is pandering here to hotel owners leaving customers who decided to pay in advance holding credit notes (toilet paper) for proprieties that may or may not reopen.

It is also unclear when this Covid-19 pandemic is over, and people can travel again. It will take a while for all the travel and entry bans to be withdrawn.

I wish that all hotel chains had taken a customer-first approach that would have built confidence within their membership. Who would make a non-refundable booking with Accor in the future if their money will be held as a hostage in case of a disruption?

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