Accor Sends Contradicting Email About Its Refund & Cancellation Policies


Accor updated its Covid-19 reservation cancellation and refund policy last time on January 25, 2021, which clearly spells out only flexible reservations can be refunded while non-refundable ones only amended (read more here).

Sofitel Nusa Dua Pool

Accor then sends out an email on Thursday that claims, “Now, you can cancel or tweak any booking – penalty free – up to three days before you arrive.” There is no small print on the email that it would NOT apply to all rate plans.

You can access Accor here.

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

Here’s a copy of the text:

“Now, you can cancel or tweak any booking – penalty free – up to three days before you arrive.” 

Here’s are Accor’s full Covid-19 policies piece:

Accor Reservation Cancellation Covid-19 Policy Now Valid Through June 30, 2021

Here are the Covid-19 policies:

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 and Prevention Label which represents some of the most stringent cleaning standards and operational protocols in the world of hospitality.To learn more about ALLSAFE:

Booked a flexible rate directly with Accor?

Guests who booked fully refundable rates may cancel or modify their reservations without penalties on (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 30th June 2021 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 original booking value for use at a future date, (all at once or over several occasions), at the same hotel within 18 months of the voucher issue date.  If the booked hotel is closed at the date of your stay, or if the hotel is not allowed to accommodate the guest based on official orders, you can cancel your reservation free of charge and receive a full refund.

➔ To cancel and get a credit voucher please use the following link(valid for our hotels in Europe, Middle East, Africa Asia Pacific and Brazil)

Claim a voucher

➔ To modify or cancel the dates of your stay, please contact the hotel directly.Note: Guests requesting a refund of any kind (i.e. cash or credit voucher) should be aware that 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).

The link on the email, however, resolves to a page for booking “flexible rates”. Not quite what Accor states on its email.

Here’s the email in its entirety:


Suppose Accor is not willing to refund a non-refundable reservation. In that case, you can refer to the email above, that is very clear that every rate is refundable up to three days before arrival.

Accor really shouldn’t be this sloppy with its emails and information that is up on their website.

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