Accor Reservation Cancellation Covid-19 Policy Update (May 5, 2020)

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Accor has updated (again) its coronavirus cancellation policy as of Tuesday (May 5, 2020) but didn’t push it to their website until today.

Raffles Hotel

Accor’s Global Policy, with many exceptions, is valid for stays through June 30, 2020. The rules for cancellations, refunds, credits, vouchers, and what else are very complicated.

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

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

The main change is that guests can now get a refund for stays hotels that are CLOSED through June 30, 2020.

Here’s the update from Accor:

Travel information: Coronavirus

Updated: MAY 5th 2020

The safety and wellbeing of our guests remains our top priority. Further to the ongoing developments of the COVID-19 crisis, we have implemented an updated cancellation policy to provide our guests with increased flexibility.

BOOKED A FLEXIBLE RATE DIRECTLY WITH ACCOR?
Guests that booked fully refundable rates can cancel or modify their reservations without penalties on all.accor.com

BOOKED A NON-FLEXIBLE RATE DIRECTLY WITH ACCOR AND NEED TO CANCEL?
Guest who planned to stay in one of our hotels prior to and inclusive of June 30th, 2020 may modify their reservation for a later date without any modification fees (subject to availability and applicable rates and conditions) by contacting the hotel directly or request a credit voucher for the full amount of the booking value for use at a future date at the same hotel.

➔  Conditions and dates may depend on local regulation – see Detail of the commercial policy per country
➔  Note: Guests requesting a refund of any kind (i.e. cash or credit voucher), it may take up to 90 days from the date of cancellation for the refund to be processed. The form and timing of the requested refund may be subject to the applicable laws of the respective hotel’s location (i.e. Government imposed restrictions on vouchers and 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.

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.

Policy exception countries:

Travel information: COVID19

Updated: MAY 5th 2020

Detail of the commercial policy per country

I – FOR HOTELS IN EUROPE

Guests who planned to stay in one of our hotels between March 17th, 2020 and June 30th, 2020 (inclusive) may modify the date of their stay or cancel their reservation and receive a credit voucher for the amount of the original booking, for use at the same hotel within 18 months of the original booking date. If the booked hotel is closed for the date of stay, guests may cancel their reservation and be refunded without penalty.
    •    Please contact the hotel directly if you wish to cancel or modify your stay.

    •    For hotels in Poland, Lithuania, Estonia, Czech Republic, Slovakia, Hungary, Romania and Bulgaria, you can also visit all.accor.com to cancel and receive a credit voucher.

Please see below modifications of this policy for hotels in France, Italy, Greece, Portugal, Spain, Germany, Austria, Switzerland, United Kingdom, Ireland, Belgium. Luxembourg and the Netherlands

    •    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. After 18 months guests may request a refund in the case that the voucher has not been used.

    •    For hotels in Greece: For a stay cancelled between February 25th, 2020 and September 30th, 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 valid for 18 months from the date of issuance of the voucher. After 18 months, guests may request a refund in the case that the credit voucher has not been used.

    •    For hotels in Portugal: For a stay planned between March 13th, 2020 and September 30th, 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, valid until 31/12/2021. After 31/12/2021, guests may request a refund in the case that the voucher has not been used, within a 14 days delay. An exception to this is for unemployed guests, who may request a full refund instead, within a 14 days delay.

    •    For Hotels in Spain:  For a stay planned between March 17th, 2020 and May 9th, 2020 (inclusive), guests may cancel their reservations and receive a credit voucher, if they accept it in a 60 days delay, only for the full value of their reservation for use at the same hotel. Guests have 60 days to accept the credit voucher. After 12 months guests may request a refund in the case that the voucher has not been used, within a 14 days delay.

    •    For hotels in Italy: For all hotel contracts entered into with effect from March 11th, 2020 and September 30th, 2020 the hotel may issue a voucher of the same amount valid for one year from the date of issue, if services cannot be rendered due to the state of emergency of COVID-19.

    •    For hotels in Germany, Austria, Switzerland, United Kingdom, Ireland, Belgium, Luxembourg and the Netherlands: Guests who booked a non-flexible rate directly with Accor for travel through June 30, 2020 (inclusive) may modify the date of their stay or cancel their reservation and receive a credit voucher for the amount of the original booking, for use at the same hotel within 18 months of the original booking date. If the booked hotel is closed for the date of stay or the guest is unable to travel to the respective country due to government enforced travel restrictions, guests may cancel their reservation and be refunded without penalty.

II/ FOR MIDDLE EAST / AFRICA,

Guests who planned to stay between March 17th, 2020 and June 30th, 2020 (inclusive) may modify the date of stay or cancel their reservation and receive a credit voucher in the amount of the original booking for use at the same hotel within 18 months. If the hotel is closed for the date of stay, they can cancel their reservation and be refunded without penalty by contacting the hotel directly.
To cancel and receive a credit voucher :

Exceptions of this general policy exist for hotels in Morocco, Algeria, Ivory Coast:

    •    For hotels in Algeria, Morocco, Ivory Coast: Guests who booked a non-flexible rate directly with Accor for travel through June 30, 2020 (inclusive) may Cancel their reservation and receive a credit voucher in the amount of the original booking for use at the same hotel within 18 months.
To cancel and receive a credit voucher :

III / FOR HOTELS IN NORTH & CENTRAL AMERICA

Guest who planned to stay in one of our hotels prior to and inclusive of June 30th, 2020 may modify their reservation for a later date without any modification fees (subject to availability and applicable rates and conditions) by contacting the hotel directly.

IV / FOR HOTELS IN ASIA PACIFIC

Guest who planned to stay in one of our hotels prior to and inclusive of June 30th, 2020 may modify their reservation for a later date without any modification fees (subject to availability and applicable rates and conditions) by contacting the hotel directly.

Exception of this general policy exist for hotels in Singapore:

    •    For hotels in Singapore: For a stay planned (including Group Bookings) made before March 25, 2020 (inclusive), with a 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.

V / FOR HOTELS IN LATIN AMERICA

Guest who planned to stay in one of our hotels prior to and inclusive of June 30th, 2020 may modify their reservation for a later date without any modification fees (subject to availability and applicable rates and conditions) by contacting the hotel directly.

Terms and conditions associated with credit vouchers:
    •    Credit voucher only applicable to payments that have already been processed
    •    Credit voucher only applicable if the booking has not already been cancelled
    •    Credit voucher only applicable if a refund has not been processed.
    •    Credit voucher is not transferrable.
    •    Credit Voucher can be used only once

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 very difficult to follow Accor’s policy that is a puzzle with so many exclusions and exceptions, and it changes weekly if not more often. I wish they had a more straightforward policy like competitors.

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