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Answered Accor & Difficulty in Changing Future Bookings

Bayside

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We are experiencing difficulty with Accor hotels in allowing us to move bookings we have in May and June of this year. They are in Budapest & Amsterdam where a now cancelled Danube River Cruise was to start and finish. We want an extension up to December 2021 to allow us enough time to find an alternative cruise.

First response is you have until December 2020 to use the accommodation otherwise it will be lost. Accor told us to deal with the individual hotels directly for a longer extension.

Has anyone else experienced similar difficulty and was it resolved favourably?
 

SeaWolf

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Accor has been... not great with all of this.
I'm in a similar situation as you, I have a booking at the Sofitel Beverly Hill at the start of June and the event I was intending on going to has been cancelled.
Accor's global policy at the moment is that you can modify a booking for up to 30th April and it can be changed to up to 30th April 2021.
There's then a few carve outs for specific locations that are a bit more generous.
The policy is here Important information: Coronavirus and it does keep changing.
Anecdotally a lot of people are having much more success just contacting the hotel directly, though that success is still pretty variable.
There's an enormous thread on FlyerTalk about it.
For myself, I'm just doing a wait-and-see. It's a while away yet and given how rapidly changing the situation is I think it's likely that Accor's policy will change too, depending on how long this all goes for. I'd like to still take my trip, even without the event, but I'm thinking that's unlikely.
 

Bayside

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Thank You SeaWolf,

Agree our best option is to approach each hotel individually and plead for mercy. I don't find Accor HO all that helpful or useful and they generally won't override an individual hotel.
 

samh004

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I called the hotel I had a booking at directly, in Adelaide, shortly after it became apparent I would have had to stay 14 days to make it viable and they were able to process it as a refund immediately on the phone... although the email didn't actually come through until a week later, but the refund to my card was very quick after that.
 

craven morehead

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We are experiencing difficulty with Accor hotels in allowing us to move bookings we have in May and June of this year. They are in Budapest & Amsterdam where a now cancelled Danube River Cruise was to start and finish. We want an extension up to December 2021 to allow us enough time to find an alternative cruise.

First response is you have until December 2020 to use the accommodation otherwise it will be lost. Accor told us to deal with the individual hotels directly for a longer extension.

Has anyone else experienced similar difficulty and was it resolved favourably?
Same experience here. 3 bookings between AUS & NZ :( only hope they reassess and shift the end date as Qanats did after reaslising this wasn't going away quickly.
 

SeaWolf

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Just a little update, the policy has change a bit with some of the dates extended and some additional regions added to the special rules.
You can now modify any booking anywhere in the world up to 31st May.
They've also added a few regions (North & Central America, Europe) where you can cancel and get a refund for a stay up to 1st May.
I'd be surprised if there aren't further changes and extensions over the next few weeks.
 

zig

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I have a booking for early May that I want refunded, not modified. I keep checking the website hoping for an extension of the date from the 1st May. If they don’t modify it I will just try my best with the hotel directly.
 

astrosly

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I have a booking for early May that I want refunded, not modified. I keep checking the website hoping for an extension of the date from the 1st May. If they don’t modify it I will just try my best with the hotel directly.
I'm in the same boat, a 5-night nonrefundable reservation in the third week of May. I'd rather a refund as the global policy is to allow rebooking and pay the difference but alternative nights available are 2-3 times the rate I booked for! Hoping they extend the refund period till end of May.
 

SYD

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Good luck because I don't think the word refund is in the Accor dictionary!
I’ve managed to get 2 of 3 refunds for non-refundable stays in China straddling Easter. Started the process in early Feb when Accor policy only went out to the end of March. Oddly, the one I’m still waiting on was the first to agree to refund...

My partner is in a fight with a MEL property for a stay intended for last weekend.

The most annoying/frustrating thing with Accor is the need to deal with hotel direct even when you book through AccorHotels.com

I have found that the ALL Accor Customer Care eMail (customercare@accor.com) has been reasonably responsive albeit slow to get resolution.

Having something in writing is also useful if you need to resort to a CC chargeback.
 

SeaWolf

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Just a bit of a positive experience to add. I emailed the Sofitel Los Angeles in Beverly Hills yesterday about cancelling my non-refundable booking for early June. Got an email response overnight (even though the hotel had been closed for a few weeks) confirming a full refund to the card I'd paid with.
 

zig

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I have a booking for early May that I want refunded, not modified. I keep checking the website hoping for an extension of the date from the 1st May. If they don’t modify it I will just try my best with the hotel directly.
Just an update on this. I emailed the hotel directly and received an email the following day agreeing to refund my booking. This was followed by an email from the finance department confirming the same. No refund has hit the credit card as yet.
 

desafinado74

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I would like to ask, how long does it normally take for the hotel to process a refund ?

Sofitel Sydney Darling Harbour on the 18th of April said that it will take up to 14 business days to process my refund.

Does it usually take that long ?
(Would love to hear from people here who have sought refunds from Sofitel Darling Harbour )
 

SYD

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I would like to ask, how long does it normally take for the hotel to process a refund ?

Sofitel Sydney Darling Harbour on the 18th of April said that it will take up to 14 business days to process my refund.

Does it usually take that long ?
(Would love to hear from people here who have sought refunds from Sofitel Darling Harbour )
You could be lucky, but in the current circumstances, that might be optimistic. It all comes down to the individual hotels. Some aren’t even open which was my problem with Chinese hotels. A positive, one was a Sofitel and was the first to process a refund in about 4wks.
 

zig

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I would like to ask, how long does it normally take for the hotel to process a refund ?

Sofitel Sydney Darling Harbour on the 18th of April said that it will take up to 14 business days to process my refund.

Does it usually take that long ?
(Would love to hear from people here who have sought refunds from Sofitel Darling Harbour )
I’m also waiting for a refund and note that the Accor website updated yesterday is now stating 90 day for refunds. This seems to be becoming the industry norm.
 

DC3

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I’ll only be seeking a credit for 12 months, as I hope to do my CAN trip next year, delaying the current August plans. Reading between the lines on FT, and here, it seems best to try and deal directly with the hotels, rather than through Accor.
 

zig

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Just an update on this. I emailed the hotel directly and received an email the following day agreeing to refund my booking. This was followed by an email from the finance department confirming the same. No refund has hit the credit card as yet.
Pleased to say that the refund hit my Amex overnight, so that only took less than 48 hours. Well done Sofitel Melbourne :)
 

Ausgirl

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Apr 22, 2020
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I was due a refund confirmed by both Accor Central Res before I cancelled a booking for April in Vietnam. The hotel will not refund. Followed up with Customer Care, who agreed a refund was due under the policy so they reached out to the hotel. Since then, Accor has changed its cancellation policy again and advising me that their policy of 29 April is the one that applies not the one that was in place when I cancelled at the end of March and that I am now not entitled to a refund, only a credit. Sick of having to fight over this but fight I will. Shout out to Hyatt Danang who refunded a much more expensive stay with one contact!
 

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