Travel information: COVID19

Updated: MAY 27th, 2020

Details of the commercial policy by 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 yourreservation 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 :
Claim a voucher
See below for Terms and conditions for vouchers


➔ For hotels in Germany, Austria Switzerland, Poland, Hungary, Czech Republic, Slovenia, Croatia, Slovakia, Bosnia and Herzegovina, Serbia, Macedonia, Montenegro, Romania, Russia, Turkey and Bulgaria:
If you have booked a non-flexible rate directly with Accor for travel through June 30, 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 or if you are unable to travel to the respective country due to government enforced travel restrictions, you may cancel your reservation and be refunded without penalty. 
To cancel and receive a credit voucher :
Claim a voucher
See below for Terms and conditions for vouchers


➔ 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 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 if the credit voucher has not been used.
To cancel and receive a credit voucher :
Claim a voucher
See below for Terms and conditions for vouchers


➔ For hotels in Portugal:
If you have booked a non-flexible rate directly with Accor for astay planned between March 13th, 2020 and September 30th, 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, 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.
To cancel and receive a credit voucher :
Claim a voucher
See below for Terms and conditions for vouchers


➔ For hotels in Spain:
If you have booked a non-flexible rate directly with Accor for a stay planned between March 14th, 2020 and June 6th, 2020 (inclusive), you may cancel your reservation within 14 days from the end of the alarm condition and receive a credit voucher for the full value of your reservation for use at the same hotel, if you accept it in a 60 days delay. 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 bookings with arrival until June 6th, please contact the hotel to cancel and receive your voucher.
For bookings with arrival between June 7th and June 30th, cancel and receive a credit voucher here:
Claim a voucher
See below for Terms and conditions for vouchers


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


➔ For hotels in the United Kingdom, Republic of Ireland, Belgium, the Netherland and Luxembourg:
If you have booked a non-flexible rate directly with Accor for travel through June 30, 2020 (inclusive), you may either modify the date of your stay or you may 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 hotel that you booked is closed on the date of your proposed stay or if you are unable to enter the country where the hotel is located due to the government of that country enforcing travel restrictions that prevent you from entering, you may cancel your reservation and be refunded without penalty.
To cancel and receive a credit voucher :
Claim a voucher
See below for Terms and conditions for vouchers



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 may cancel their reservation and be refunded without penalty by contacting the hotel directly. 
To cancel and receive a credit voucher :
Claim a voucher
See below for Terms and conditions for vouchers


Exceptions to this this general policy apply to 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 :
Claim a 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.


Exceptions to this general policy apply to 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 SOUTH 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.
To cancel and receive a credit voucher :
Claim a voucher
See below for Terms and conditions for vouchers




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)