Rio Grande do Sul: Cancellation Policy - Non-Refundable Rates

Given the current scenario of rains and floods in the State of Rio Grande do Sul in Brazil, and with the aim of providing support to guests who have chosen our hotels for future bookings, the following instructions are provided on how to proceed in cases of bookings made on non-flexible, non-cancelable, and non-refundable rates.

1- What should I do if I have a reservation at a hotel in Rio Grande do Sul?

• For guests from any region of the country who have booked a non-flexible rate for the affected region, with arrivals between May 1, 2024, and June 30, 2024, will be allowed to make changes or cancellations without penalty.

2- How do I proceed if I am a resident of Rio Grande do Sul?

• Guests from Rio Grande do Sul who have booked a non-flexible rate at any Accor hotel in Brazil, other South American countries, Mexico, and North America with arrivals between May 1, 2024, and June 30, 2024, will be allowed to make changes or cancellations without penalty.

3- Is there any price adjustment for modified bookings?

• When modifying the reservation date, there may be changes in prices, and the guest will only need to pay the difference to the hotel.

4- How should I proceed in the case of bookings made through online platforms or travel agencies?

• For bookings made through online platforms or travel agencies, please instruct customers to contact them directly.

5- How should I proceed in the case of group bookings?

• For group bookings, hotels should generally adapt the policy on a case-by-case basis. In cases of events that are postponed (and not canceled), it is recommended to modify the bookings for the new dates.

For further information, please contact us at customercare@accor.com.