Accor Reservation Cancellation COVID-19 Policy Update (April 22, 2020)

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Accor has updated (again) its coronavirus cancellation policy by adding a country where members are eligible for cash refunds for stays through October 19, 2020.

Accor won’t require hotels now in four countries of France, Spain, Italy, and Greece. If you have reservation(s) for stays in Singapore, however, you are now eligible for a refund.

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

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

Note that there are no other changes at this time beyond adding Singapore to the list of countries with exceptions (good this time).

Here’s the update from Accor:

Updated: April 22, 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 (Except Singapore):
•    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 Singapore:
•    For a reservation ( including Group Bookings) made before March 25, 2020, with the stay between February 1, 2020  and October 19, 2020 (inclusive)., guests may cancel their reservation and be refunded without penalty. To cancel your reservation and process the refund, please contact the hotel directly.

For hotels in France (including all overseas regions):
•    For a stay cancelled between March 1st, 2020 and September 15th, 2020 inclusive, 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-france-pfr.shtml

For hotels in Italy:
•    For a stay scheduled between March 1st, 2020 and May 3, 2020 inclusive, 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 scheduled between March 17, 2020 and April 26, 2020 inclusive, 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 September 30, 2020 inclusive, guests may cancel 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-advic

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 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

It is good that the refund policy for stays in Singapore is now valid for stays through October 19, 2020. Not sure what is going on in the city-state? Isn’t the government requiring hotels to do this?

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