Accor Reservation Cancellation Covid-19 Policy Update (May 20, 2020)

Accor has updated (again) its coronavirus cancellation policy as of Tuesday (May 19, 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 19th 2020

Welcoming, safeguarding and taking care of others is at the very heart of what we do and who we are.To ensure guest well-being at our hotels, we have increased our cleaning standards even further by launching the ALLSAFE Cleanliness & Prevention Label which represents some of the most stringent cleaning standards & operational protocols in the world of hospitality. These standards have been vetted by Bureau Veritas, a world leader in hygiene & cleanliness inspection.

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 (provided that the exact rate policy of your original booking will apply to your revised 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 please use the following link
(valid for most of our hotels in Europe, Middle East or Africa and Brazil

➔   To modify the dates of your stay, please 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).

THIRD PARTY BOOKINGS:

Third parties are required to follow the Accor cancellation policy set out above. If you who booked through a travel agent, online booking platform or other third party, please contact your booking provider directly who will explain the options for modification, cancellation or credit voucher applicable to your booking.

GROUP BOOKINGS:
For all group bookings, including meetings and events, our global sales teams are working closely with hotels to provide the maximum flexibility possible, and will be assessing case by case the need to cancel or postpone events.

OTHER
If you booked through the following websites, please refer to the applicable terms and conditions in the links below

•    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

Policy exception countries:

Travel information: COVID19

Travel information: COVID19
Updated: MAY 19th 2020

Detail of the commercial policy per country for non flexible rates booked directly with ACCOR.

I – FOR HOTELS IN EUROPE

Generally
Unless covered by one of the exceptions below, if you planned to stay in one of our hotels between March 17th, 2020 and June 30th, 2020 (inclusive) you may modify the date of your stay or cancel your 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, you may cancel your reservation and be refunded without penalty.

Exceptions 
Exceptions to the general policy apply in accordance with the requirements of national or local laws or as otherwise stipulated. The exceptions always prevail over our general policy and are as follows.

– For hotels in France (including all overseas regions):  If you have booked a non-flexible rate directly with Accor for a stay between March 1st, 2020 and September 15th, 2020 (inclusive), you may cancel your reservation and you will receive a credit voucher for the full value of your  reservation for use at the same hotel. In accordance with legislation, you are not eligible to receive an immediate cash refund.  After 18 months you may request a refund if the voucher has not been used. Credit vouchers issued by hotels in France may be used to pay for the costs of more than one transaction but not exceeding in aggregate the value of the voucher.
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.

– For hotels in Greece: If you have booked a non-flexible rate directly with Accor for a stay between February 25th, 2020 and September 30th, 2020 (inclusive), you may cancel your reservations and receive a credit voucher only for the full value of your reservation for use at the same hotel valid for 18 months from the date of issuance of the voucher. In accordance with legislation, you are not eligible to receive an immediate cash refund. After 18 months, you may request a refund in the case that the credit voucher has not been used.

– For hotels in Portugal: If you have booked a non-flexible rate directly with Accor for a  stay planned between March 13th, 2020 and September 30th, 2020 (inclusive), you may cancel your reservations and receive a credit voucher for the full value of your reservation for use at the same hotel, valid until 31/12/2021. In accordance with legislation, you are not eligible to receive an immediate cash refund. After 31/12/2021, you may request a refund if the voucher has not been used. An exception applies for guests who can demonstrate that they are unemployed who may request a full refund.

– For Hotels in Spain:  If you have booked a non-flexible rate directly with Accor for a stay planned between March 17th, 2020 and May 23rd, 2020 (inclusive), you may cancel your reservation and receive a credit voucher for the full value of your reservation for use at the same hotel. You must claim your voucher within 60 days of the date of the cancelled booking.  In accordance with legislation, you are not eligible to receive an immediate cash refund.  After 12 months, you may request a refund if the voucher has not been used.

– For hotels in Italy: If you have booked a non-flexible rate directly with Accor for a stay planned between March 11th, 2020 and September 30th, 2020 you may cancel your reservation and the hotel will issue a voucher for 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.

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.

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.

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.

Exceptions to this this general policy apply to hotels in Brazil:

For hotels in Brazil: Guest who planned to stay in one of our hotels prior to and inclusive of June 30th, 2020 may cancel their reservation and receive a credit voucher in the amount of the original booking for use at the same hotel.

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

Accor’s updated cleanliness standards.

Accor ALLSAFE

ALL eventually decided to extend everyone’s tier by a year.

Accor Live Limitless Updated Status Extension Policy

Status extension policy for Greater China

Accor Live Limitless Greater China 12-Month Status Extension

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 cancellation policy.

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