Accor Closed Hotel

[kangarooflyer88]

I booked a stay at the Ibis Hamburg Airport (direct via Accor's website) for April and received word today that the hotel will remain closed during that time. The proprietors offered to arrange alternate hotel at another hotel of their group (with some options possibly costing more).

Is the standard operating procedure for Accor? I'm entitled to anything as a valued Accor+Platinum member?

-RooFlyer88

 

[RooFlyer]

If the hotel is closed, its closed, unfortunately; just like big chains for the website not to know if a place is closed!! I'd just re-book myself (assuming you haven't pre-paid).

Lucky you were told beforehand - there are posts on other thread about hotels booked through Qantas that were more-or-less ruins or not there!

 

[kangarooflyer88]

If the hotel is closed, its closed, unfortunately; just like big chains for the website not to know if a place is closed!! I'd just re-book myself (assuming you haven't pre-paid).

In fairness many hotels have a "walk" policy where elites are entitled to things like extra points or things like that. I'm curious whether Accor has something similar (doesn't look like it).

As for myself, I enquired what options were available since obviously if I could get a comparable hotel at the price paid, I wouldn't mind. I would imagine though that if none of this works out I would be entitled to a full refund of the prepaid rate I paid. After all, it's not my fault that the hotel is closed!

Lucky you were told beforehand - there are posts on other thread about hotels booked through Qantas that were more-or-less ruins or not there!

I suppose so. I mean if I wasn't told I'd just end up booking a hotel and claiming it on the credit card's travel insurance (I'd imagine hotels closing down would be an insured event).

-RooFlyer88

 

[oz_mark]

Accor.has a walk policy, but it is generally for the case that a room isn't available when you turn up to the hotel, not for a case like this.

In this case, you should get a refund.

 

[MEL_Traveller]

In fairness many hotels have a "walk" policy where elites are entitled to things like extra points or things like that. I'm curious whether Accor has something similar (doesn't look like it).

As for myself, I enquired what options were available since obviously if I could get a comparable hotel at the price paid, I wouldn't mind. I would imagine though that if none of this works out I would be entitled to a full refund of the prepaid rate I paid. After all, it's not my fault that the hotel is closed!

I suppose so. I mean if I wasn't told I'd just end up booking a hotel and claiming it on the credit card's travel insurance (I'd imagine hotels closing down would be an insured event).

-RooFlyer88

I would operate under the assumption that *if* covered by insurance, it would only reimburse your losses after all other refunds. So they would deduct the Accor refund from any claim. Or alternatively pay you out, but then claim the refund from Accor that you were due.

 

[kangarooflyer88]

Update: I did indeed receive a full refund for the non-refundable prepaid rate I paid. In addition, the hotel offered to book me at Ibis Hamburg Alsterring for the same rate and provide transportation to/from the airport which honestly is very good and I took them up on that offer.

Great to see some hotels out there have the courtesy of letting guests know of disruptions and providing them with a viable alternative rather than just saying you're on your own.

-RooFlyer88

 

[MEL_Traveller]

I would have thought the refund, for a closed hotel, was a given? The service recovery is providing alternative accommodation at the same price point.

 

[Flyfrequently]

Update: I did indeed receive a full refund for the non-refundable prepaid rate I paid. In addition, the hotel offered to book me at Ibis Hamburg Alsterring for the same rate and provide transportation to/from the airport which honestly is very good and I took them up on that offer.

Great to see some hotels out there have the courtesy of letting guests know of disruptions and providing them with a viable alternative rather than just saying you're on your own.

-RooFlyer88

Good to hear of your outcome @kangarooflyer88.

This week I received an email from Qantas Hotels advising our fully refundable hotel (not Accor but Truis) booked for September in Lisbon has closed permanently.

Options offered were full refund (wasn't keen as booked months ago and prices have increased ++ and 9 points promo) or could offer alternative accommodation.
Chose the latter after speaking to agent.

QH emailed back 3 options, all with no extra charge, better room category with breakfast included.
Agent said it is called "an internal arrangement".

Received further 2 emails confirming the hotel we chose with same QH/QA reference number but new confirmation number.
Also still getting 9 points per dollar as booked.

Communication was prompt, easy and all sorted in 24 hours.
Must say, very happy with outcome!

 

[Flyfrequently]

I would have thought the refund, for a closed hotel, was a given? The service recovery is providing alternative accommodation at the same price point.

@MEL_Traveller, apologies cannot copy but see my posted reply to @kangarooflyer88 , we were fortunate to get a higher price point!
I have always found Qantas Hotels easy to deal with and wait times aren't too long.

 

[kangarooflyer88]

I would have thought the refund, for a closed hotel, was a given?

That is a given, absolutely. But as you are probably aware refunding the money doesn't make me whole in the sense that sure I have my money back but I no longer have a hotel and would have to book a new one at likely a much higher price point since several months have passed since I made my booking.

The service recovery is providing alternative accommodation at the same price point.

And that was something I really appreciated from the hotel. I think the refund is the minimum, but providing me with comparable accommodation at the same price was going above and beyond. This by the way is something I wouldn't suspect to receive at every Accor hotel I stay at as a Platinum (see the thread How Does Accor Treat You as an Elite Guest?)

 

[MEL_Traveller]

That is a given, absolutely. But as you are probably aware refunding the money doesn't make me whole in the sense that sure I have my money back but I no longer have a hotel and would have to book a new one at likely a much higher price point since several months have passed since I made my booking.

And that was something I really appreciated from the hotel. I think the refund is the minimum, but providing me with comparable accommodation at the same price was going above and beyond. This by the way is something I wouldn't suspect to receive at every Accor hotel I stay at as a Platinum (see the thread How Does Accor Treat You as an Elite Guest?)

actually the service recovery you received is written in the terms and conditions of staying at an Accor property… so not really surprising!

In the case of a force majeure event, an exceptional event or impossibility to carry out the Service and, in particular, making the room of the Establishment available to the Customer, the Establishment may reserve the option of providing accommodation to the Customer, in whole or in part, at an Establishment in the equivalent category or perform a Service of the same nature, subject to the prior agreement of the Customer. The reasonable expenses relating to the transfer (additional cost of the rooms, transportation and a phone call) between the two Establishment shall be payable by the concerned Establishment in accordance with the existing standard procedure of the said Establishment.​

​

GENERAL TERMS AND CONDITIONS OF SERVICES

GENERAL TERMS AND CONDITIONS OF SERVICES

all.accor.com

 

[craven morehead]

Update: I did indeed receive a full refund for the non-refundable prepaid rate I paid. In addition, the hotel offered to book me at Ibis Hamburg Alsterring for the same rate and provide transportation to/from the airport which honestly is very good and I took them up on that offer.

Great to see some hotels out there have the courtesy of letting guests know of disruptions and providing them with a viable alternative rather than just saying you're on your own.

-RooFlyer88

Thanks for the update and a Great result

 

[kangarooflyer88]

Final update: showed up to the hotel and paid for the night at the agreed upon rate no problem (I tried paying online using their portal but that failed). The reception were surprised to learn that the Flughafen (airport) hotel was still closed. After some room roulette (their hotel management system was down so they couldn't determine which rooms were available) I got settled in. Not a bad hotel. Oh and they also provided my free drink voucher after I reminded them that I'm an Accor World Platinum: