Feb 9, 2020, 10:43 pm
Last edit by: IMH
As of 18 December 2020 Accor (finally) has a straightforward policy and a simple form to request a voucher. It may or may not work, however (it didn't work for IMH on 21.12.2020). The details in English are here: https://all.accor.com/event/information.en.shtml
The important part is as follows. I've removed the link to the form, however, as it's an individually generated URL.
The important part is as follows. I've removed the link to the form, however, as it's an individually generated URL.
Originally Posted by Accor
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 28th February 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 [ -- link removed -- ]
➔ To modify or cancel the dates of your stay, please contact the hotel directly.
Guest who planned to stay in one of our hotels prior to and inclusive of 28th February 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 [ -- link removed -- ]
➔ To modify or cancel the dates of your stay, please contact the hotel directly.
Accor Coronavirus Policy (bookings, status etc.)
Apr 19, 2020, 9:35 am
#587
Join Date: Mar 2017
Location: Spain
Programs: ALL Plat, HH Gold, Marriott GE
Posts: 1,204
Hey, yet another IRRITATION at the Accor Head Office. Lets take Grease out of the refund needed policy .... It is getting worse.
For hotels in Greece:
• For a stay cancelled between February 25, 2020 and prior to September 30, 2020, 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/hot...eece-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).
Also I do not know of any, repeat any Government that is saying you can not have a CASH refund, and only take a credit note.
Looks like the dog has gone to sleep and the tail is wagging on its own.
No leadership
ALL done to anoy the customer.
For hotels in Greece:
• For a stay cancelled between February 25, 2020 and prior to September 30, 2020, 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/hot...eece-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).
Also I do not know of any, repeat any Government that is saying you can not have a CASH refund, and only take a credit note.
Looks like the dog has gone to sleep and the tail is wagging on its own.
No leadership
ALL done to anoy the customer.
Apr 19, 2020, 12:53 pm
#588
Moderator, Turkish Airlines Miles&Smiles & Accor ALL
Join Date: Apr 2009
Location: BRU
Programs: TK*G, Accor ALL Platinum
Posts: 7,693
Well at least Greece is negligible as they only have 2 or 3 hotels there. The interesting bit is that they now clearly specify that vouchers are only for use at the same hotel which is of limited use to many customers.
Apr 19, 2020, 1:03 pm
#589
Moderator, Turkish Airlines Miles&Smiles & Accor ALL
Join Date: Apr 2009
Location: BRU
Programs: TK*G, Accor ALL Platinum
Posts: 7,693
Apr 19, 2020, 1:28 pm
#590
Join Date: Mar 2017
Location: Spain
Programs: ALL Plat, HH Gold, Marriott GE
Posts: 1,204
There are indeed some new regulations by some governments, hence these country specific rules. https://news.gtp.gr/2020/04/14/covid...stead-refunds/ Accor, unlike other global hotel chains, have chosen to wash their hands of customer concerns and are just acting like a middle man. It's a lesson learned for loyal customers. When things get tough, Accor drop you like a hot potato. Incidentally the Greek rules are not fully and correctly explained on the Accor website.
Ok, I have learnt ... don't know how this is current with EU regs, I would ask the Credit Card for a chargeback. ( I would not wish to wait 18 months for a cash refund - and the hotel may be closed / liquidated at that time )
I also have learnt that Accor is probably not the hotel group I thought it was .... ( well I knew that a good few years ago )
Apr 20, 2020, 12:40 am
#592
Join Date: Mar 2000
Posts: 953
I didn't receive the email but the announcement appears to be on the AccorPlus website now:
https://www.accorplus.com/en/about/extension-faqs
Accor Plus membership and Stay Plus benefit extension
Accor Plus membership and Stay Plus benefit extension
The impact of COVID-19 on our daily lives is daunting and has also affected our members' opportunity to use and enjoy the benefits of their Accor Plus membership. To alleviate this, members 12-month Accor Plus membership will be automatically extended by an additional six (6) months.
All current membership benefits, including any unused Stay Plus complimentary nights, will also be extended by an additional six (6) months.
All current membership benefits, including any unused Stay Plus complimentary nights, will also be extended by an additional six (6) months.
Apr 20, 2020, 6:21 am
#593
Join Date: Mar 2017
Location: Spain
Programs: ALL Plat, HH Gold, Marriott GE
Posts: 1,204
I didn't receive the email but the announcement appears to be on the AccorPlus website now:
https://www.accorplus.com/en/about/extension-faqs
Are Accor still doing the soft landing ? ie was Platinum, but did not qualify ? so now Gold ? ( I have enough nights now for Gold )
Would have prefered a 12 month extension.
We will not be moving anywhere until there is a "cure", travel insurance cover, and a vaccine. Looks like we are staying put for a long time ....
Apr 21, 2020, 12:15 pm
#597
Join Date: Mar 2020
Posts: 16
UPDATE: The Fairmont Barcelona just sent me an email advising that their hotel is closed during our planned visit and they attached vouchers. Even though I have reached out repeatedly and told them vouchers were unacceptable. I have a dispute pending with AMEX. Hopefully, AMEX will reverse the charge
Apr 21, 2020, 10:57 pm
#598
Join Date: Apr 2007
Location: South Coast NSW, Australia
Programs: UA and SQ; Hilton, Fairmont, Marriott, Rydges Priority
Posts: 295
Received full refund from Novotel Auckland Airport March ‘20 booking today.
Took a couple of email exchanges but we eventually got there.
Took a couple of email exchanges but we eventually got there.
Apr 22, 2020, 8:48 am
#599
Join Date: Feb 2015
Location: Australia
Programs: All Diamond
Posts: 408
Following on from this I did send an email via missing points section on All website and 24 hrs later ( which absolutely astounded me in itself ) received a reply statingDear syco,
Thank you for your email.
I can see the bookings for the Mercure King George Square in Brisbane as below:
I can also see the following points transactions as payment:
5 Mar 2020 Reservation with points : Mercure Brisbane King George Square (hotel : 8780)
‑2000
‑6000
30 Oct 2019 Reservation with points : Mercure Brisbane King George Square (hotel : 8780)
‑4000
I will send this to be refunded today - if you could please allow for up to 4 weeks to see the points in your account as we need to
request them from head office in Paris.
If you have any questions please feel free to contact me.
Many thanks,
Juanita
Big
for Juanita from me
Thank you for your email.
I can see the bookings for the Mercure King George Square in Brisbane as below:
I can also see the following points transactions as payment:
5 Mar 2020 Reservation with points : Mercure Brisbane King George Square (hotel : 8780)
‑2000
‑6000
30 Oct 2019 Reservation with points : Mercure Brisbane King George Square (hotel : 8780)
‑4000
I will send this to be refunded today - if you could please allow for up to 4 weeks to see the points in your account as we need to
request them from head office in Paris.
If you have any questions please feel free to contact me.
Many thanks,
Juanita
Big
for Juanita from me8 working days later and the full quota of points are now safely back in my account thanks again to Juanita
Apr 22, 2020, 2:58 pm
#600
Join Date: Dec 2009
Posts: 2,577
I have an ibis booking I wish to cancel because the hotel is closed and I cannot travel there (obviously). Hotels .com are refusing to refund because they cannot reach the hotel for authorisation -- with them admitting the hotel is closed. Accor central obviously can't reach the hotel either. I feel trapped. They can't refund because they need authorisation and nobody is there to authorise it, so they are suggesting I just travel -- and what, even I got there somehow, knock on a locked door? 