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Travel information about COVID 19

As of March 26, 2021


Welcoming, protecting, and caring for others is at the heart of what we do and who we are. To ensure the well-being of our guests in our hotels, we have increased our cleaning standards even further by introducing the ALLSAFE label for cleanliness and prevention, which is one of the strictest cleaning standards and operating protocols in the world of the hotel industry.

To find out more about ALLSAFE:

Click here


HAVE A FLEXIBLE RATE DIRECTLY FROM ACCOR BOOKED?

Guests who have booked rates with flexible conditions, i.e. with fully refundable prices, can cancel or change their reservation free of charge on all.accor.com (provided that the conditions of the rate of your original reservation also apply to your modified reservation).


DO NOT HAVE A FLEXIBLE RATE DIRECTLY FROM ACCOR BOOKED AND WANT TO CANCEL?

FOR HOTELS WORLDWIDE (with the exception of Brazil)

Guests with a planned stay in one of our hotels up to and including June 30, 2021, can postpone their reservation to a later date without rebooking fees (subject to availability and applicable prices and conditions) or request a voucher for the full amount of the booking for use at a later date (contiguous or on several occasions) in the same hotel within 18 months from the date the voucher was issued.
If the booked hotel is closed at the time of stay or the hotel is not allowed to accommodate the guest due to an order, you can cancel your reservation free of charge and receive a full refund.

FOR HOTELS IN BRAZIL
Guests with a planned stay in one of our hotelsup to and including December 31, 2021, can postpone their reservation for a later date without rebooking fees (depending on availability and applicable prices and conditions) or request a voucher for the full amount of the booking for use at a later date (contiguous or on several occasions) in the same hotel within 18 months from the date of issue of the voucher. If the booked hotel is closed at the time of stay or the hotel is not allowed to accommodate the guest due to an order, you can cancel your reservation free of charge and receive a full refund.


•   Click here to cancel and get a voucher:
(valid for our hotels in Europe, the Middle East, Africa, Asia-Pacific and Brazil)
Request a voucher now

•   To change or cancel the date of your stay, please contact the hotel directly.



➔ Note: Refunds of any kind (e.g. cash or vouchers) can take up to 90 days to process from the date of cancellation. The form and timing of the refund requested may be subject to the laws of the countries in which the hotel is located (i.e. government restrictions on vouchers and cash refunds).


BOOKINGS WITH THIRD PARTIES:

Third-party providers are required to comply with Accor's cancellation policy as set out above. Guests, who have booked through a travel agency, an online booking platform or other third party, For rebooking, cancellation or voucher requests, please contact your booking provider directly. This explains the options for changes, cancellations or vouchers that apply to your booking.


GROUP BOOKINGS:

For all group bookings, including meetings and events, our global sales teams work closely with the hotels to ensure the greatest possible flexibility and to assess on a case-by-case basis whether events need to be canceled or postponed.

OTHER:

If you have booked via the following websites, please note the applicable terms and conditions in the links below

• Adagio: https://www.adagio-city.com/de/informationen-zu-coronavirus-covid-19.shtml
• Mama Shelter: https://www.mamashelter.com/de
• 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 all travelers to read up on the guidelines of the World Health Organization and to follow the travel advice of their home countries.

A full list of hotels with contact information can be found at https://all.accor.com/de/world/hotels-accor-monde.shtml


General terms and conditions for vouchers:

• The voucher is only valid for payments that have already been processed.
• The voucher is only valid if the booking has not yet been canceled.
• The voucher is only valid if the refund has not yet been initiated.
• The voucher is not transferable.
• The voucher can only be used once (with the exception of vouchers from French hotels, which can be used more than once).
• In the event of a “no show” without prior cancellation, a voucher cannot be requested.

ASPAC
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

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

EUROPE
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

OTHERS
Other Countries: (+61) 1300 890 866

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