Accor Reservation Cancellation Covid-19 Policy Update (April 24, 2020)

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Accor has updated (yet again) its coronavirus cancellation policy as of Friday (April 24, 2020) by adding exceptions for stays in Belgium, Luxembourg, United Kingdom, Ireland, and the Netherlands.

sofitel luxembourg europe

Accor has now separate policies in place for nine countries with a different refund/no refund/voucher and valid date rules.

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

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

Accor now has separate policies in place for stays in Belgium, Luxembourg, United Kingdom, Ireland, Netherlands, France, Spain, Greece, Italy, and Singapore.

Here’s the update from Accor:

Updated: April 24, 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 Belgium, Luxembourg, United Kingdom, Ireland, Netherlands, France, Spain, Greece and Italy), Middle East, Africa and Asia Pacific (Except Singapore):
•    For a stay between March 17th, 2020 and May 1st, 2020 (inclusive), 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 Belgium & Luxembourg:
•    For a stay planned between March 17th, 2020 and May 10th, 2020 (inclusive), guests 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 by contacting the hotel directly.

For hotels in the United Kingdom & Ireland:
•    For a stay planned between March 17th, 2020 and May 6th, 2020 (inclusive), guests 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 by contacting the hotel directly.

For hotels in the Netherlands:
•    For a stay planned between March 17th, 2020 and May 20th, 2020 (inclusive), guests 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 by contacting 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 receive a credit voucher only for all cancellations 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 receive a credit voucher only for all cancellations 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.

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’s Covid-19 policy has become an utter mess. They need to update the cancellation and refund rules several times a week due to not having a comprehensive and coherent plan in place for all hotels globally.

I am not a fan of vouchers or moving stays to other dates. It is unclear when travel and entry bans are lifted in various countries and if there will be quarantine requirements in place at your destinations or home country when returning. Covid-19 may have several waves, and states could relax and tighten social distancing and other conditions at very short notice.

I wish that Accor could have come up with a sensible Covid-19 cancelation and refund rules like Hilton or Marriott. I doubt that consumers are running to hand over cash to Accor or affiliated hotels when this pandemic is over if they have been burned with coronavirus refunds.

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