Accor Reservation Cancellation Covid-19 Policy Update (May 13 2020)

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Accor has updated (again) its coronavirus cancellation policy as of Wednesday (May 13, 2020).

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 and country/region-specific.

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

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

Here’s the update from Accor:

Travel information: Coronavirus

Updated: MAY 13th 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 may cancel or modify their reservations without penalties on all.accor.com (exact policy of the rate applies as specified at the time of booking).

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) or request a credit voucher for the full amount of the booking value for use at a future date at the same hotel.

•    To cancel and get a credit voucher:
(valid for most of our hotels in Europe, Middle East or Africa)

•    To modify the stay, guest may contact the hotel directly.

➔  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).

Policy exception countries:

I – FOR HOTELS IN EUROPE

uests 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, save as set out in the exceptions below, guests may cancel their reservation and be refunded without penalty.

Exceptions to both of these cancellation and modification options apply in countries whereby the legislation stipulates the sending of a specific voucher in the form and under the conditions described in the country modifications listed below.

    •    To cancel and receive a credit voucher :

See below for Terms and conditions for vouchers
    •    You can also contact the hotel directly if you wish to cancel or modify your stay.

Exceptions to this policy apply to hotels in France, Italy, Greece, Portugal, Spain, Germany, Austria, Switzerland, United Kingdom, Ireland, Belgium. Luxembourg and the Netherlands – see below.

    •    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. Credit vouchers issued by hotels in France can be used for more than one transaction.
To cancel and receive a credit voucher, please contact the hotel directly

    •    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.
To cancel and receive a credit voucher :

See below for Terms and conditions for vouchers
    •    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.
To cancel and receive a credit voucher :

See below for Terms and conditions for vouchers

    •    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.  

To cancel and receive a credit voucher, please contact the hotel directly

    •    For Hotels in Spain:  For a stay planned between March 17th, 2020 and May 23rd, 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.  To cancel and receive a credit voucher, please contact the hotel directly

    •    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.
To cancel and receive a credit voucher, please contact the hotel directly

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 :

See below for Terms and conditions for vouchers

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 :

See below for Terms and conditions for vouchers

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 (with the exception of vouchers issued by French hotels that can be used on more than one occasion)

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

I would hold off booking any Accor hotels that require a deposit or prepayment due to customer-unfriendly policies.

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