Accor has updated its cancellation policy in a bid to support travel partners during the escalating coronavirus crisis. 

The hotel group - which is responsible for more than 4,800 hotels worldwide including luxury brands Raffles, Orient-Express and Banyan Tree, as well as 300,000 global staff –  said it had adopted a range of new flexible policies to offer travellers peace of mind. 

In a letter to travel partners from Chris Cahill, deputy chief executive of hotel operations and chief executive of luxury brands, travel agents were told they can “easily” cancel or modify bookings for guests who booked flexible rates.

Guests who booked a non-flexible rate with Accor prior to March 23 and with a stay planned between March 1 and April 30 may modify their booking without penalty.  

And in regions or countries affected by government-issued travel restrictions, guests may cancel their reservation without penalty by contacting the hotel directly.

Travel partners wishing to receive regular updates on the situation and Accor’s policies should click here. 

Cahill added that clients concerned with ALL (Accor Live Limitless Points and Status) should be aware that the hotel group would be crediting 50% of the status nights and points required to achieve their current status level. 

He said many of Accor’s hotels had been “severely affected by the crisis” and those that remained open were committed to serving guests, government personnel and other authorities that require their services. 

Thanking the trade for their partnership, he said: “The travel industry has never had to face a challenge like this. Our spirit of community and commitment, however, has never been stronger. Please take care of yourself and one another.”