Travel information: COVID19

Updated: January 1st, 2022

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:

Click here

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? 

FOR HOTELS WORLDWIDE (except Europe and North America​)
Guest who planned to stay in one of our hotels prior to and inclusive of 30th June ​2022 may modify their reservation for a later date without any modification fees subject to availability and applicable rates and conditions. 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.


The cancellation policy of each hotel and the rate offer rules communicated at the time of booking apply. Any modification to the reservation will be subject to availability and to the applicable rates and conditions.
*Also applies to hotels in Reunion Island, French Guyana and French Polynesia

➔ To modify or cancel the dates of your stay, please contact the hotel directly.

Note: Guests requesting a refund 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 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 or cancellation 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 travellers 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


Australia: 1300 656 565
China: 4 008 182 688
Hong Kong: 800 938 768
Indonesia: +62 (0)21 25 53 34 00
Japon : 0120-993-130
New Zealand: 0800 444 422
Singapore: 800 616 1367
South Korea: 00798 8521 2018
Taiwan: +66 (0)2 088 8302
​Thailand: +66 (0)2 088 8302
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: +7 495 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