Travel information: COVID19

Updated: September 17th, 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.

To learn more about ALLSAFE:

Click here

Booked a flexible rate directly with Accor?

Guests that 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 December 31st 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.

If you made a reservation to stay in one of our hotels prior to June 30th 2020, for a stay date up to December 31st 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, you may cancel your reservation and be refunded without penalty.

➔ 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 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).

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 on a case by case basis the need to cancel or postpone events. 


If you booked through the following websites, please refer to the applicable terms and conditions in the links below
•  Adagio:
•  Mama Shelter:
•  Banyan Tree:
•  Mantis:
•  SBE:

We recommend that all travelers review guidance from the World Health Organization and follow any travel advice issued by their home countries.
For a complete list of hotels contact information, please refer to

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)

Australia: 1300 656 565
China: 4 008 182 688
Hong Kong: 800 938 768
Indonesia: +62 (0)21 25 53 34 00
Japan: 03 4455 6404
New Zealand: 0800 444 422
Singapore: 800 616 1367
South Korea: 00798 8521 2018
Taiwan: 0809 09 80 28
Thailand: +66 (0)2 659 28 77
UAE: 800 035 702 749

Argentina: 00 800 2222 2267
Brazil: 0800 703 7000
Canada: 844 382 2267
US: 844 382 2267

Austria: +43 (0) 1360 27 72000
Belgium (French): +32 (0)2 643 5002
Belgium (Nederlands): +32 (0)2 643 5000
France: 0800 200 258
Germany: +49 (0)69 95 30 75 95
Italy: +39 199 129 999
Netherland: +31 (0)20 65 45 730
Poland: 0801 606 606
Portugal: +351 (0)21 318 00 49
Russia: +7 (0)495 7059486
Spain: +34 (0)902 10 04 63
Switzerland: +41 (0)2 25 67 53 10
Turkey: +90 (0)212 375 5215
UK: 800 026 38 08

Other Countries: (+61) 1300 890 866