Travel information: Travel restrictions and global cancellation policy

Updated: 2nd March, 2022

Welcoming, safeguarding and taking care of others is at the very heart of what we do and who we are.  We have amended our cancellation policy in light of the current situation within countries situated on the North Coast of the Black Sea in order to ensure both guest and staff well-being at our hotels. We are also continuing to embed the ALLSAFE Cleanliness and Prevention Label within our hotels, 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 all.accor.com (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.

FOR HOTELS IN EUROPE AND IN NORTH AMERICA

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).

SPECIAL POLICIES APPLICABLE DURING CURRENT SITUATION ON THE NORTH COAST OF THE BLACK SEA

Guests that have booked a non-flexible rate on or before the 24th February in hotels situated in the North Coast of the Black Sea may cancel and obtain a refund* or modify without penalty.

FOR WORLDWIDE HOTELS, WHERE JOURNEY HAS BEEN AFFECTED BY THE CURRENT SITUATION ON THE NORTH COAST OF THE BLACK SEA

Guests  that have booked a non-flexible rate on or before the 24th February , and are restricted from travelling either because their journey originates from countries on the North Coast of the Black Sea or because their flights/trains/bus is cancelled due to government imposed restrictions through the North Coast of the Black Sea, may cancel and obtain a refund*, or modify without penalty

*Please note that the ability to refund monies that have been paid (directly or indirectly) to a hotel affected by the situation in the North Coast of the Black Sea may be prevented or restricted by sanctions or other measures taken by Governments and/or other international bodies.  This is also applicable to a guest that is affected by the situation in the North Coast of the Black Sea. Such sanctions and measures include controls on dealings with certain persons, companies and organizations as well as financial dealings and transactions with certain countries involved in the current situation.  As such sanctions and measures may prevent or restrict the possibility of transferring monies for an indeterminate period of time, please be aware that refund payments are likely to be delayed until such sanctions and/or other measures have been withdrawn. Such refund, when possible, shall be granted by any available mean, in the concerned jurisdiction.”

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.

Other

If you booked through the following websites, please refer to the applicable terms and conditions in the links below
•  Adagio:  https://www.adagio-city.com/gb/politique-liee-au-coronavirus.shtml
•  Mama Shelter: https://www.mamashelter.com/en
•  Banyan Tree: https://www.banyantree.com/en/travel-advisory
•  Mantis: https://www.mantiscollection.com/novel-coronavirus/
•  SBE: https://www.sbe.com/covid-19-updates-and-resources/


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 https://all.accor.com/gb/world/hotels-accor-monde.shtml

 




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