Es ist unglaublich
. Das Hotel in Nizza hat die Kulanz Anfrage auf Stornierung oder Umbuchung abschlägig beantwortet. Nun erhalte ich eine Mail, daß das Hotel storniert wurde. Von mir nicht..., d. h. das Hotel muss die Buchung eigenmächtig storniert haben. Und zufällig kommt 15 Min. später eine Mail von Accor, daß alle Buchungen in Frankreich, auch die nicht stornierbaren, bis 31.12.2020, umbuchbar sind. Kann mir jemand raten, wie ich am besten vorgehe? Es muss sich doch nachweisen lassen, wer die Stornierung veranlaßt hat? In der Mail steht "Ihre Buchung wurde am 15.03.2020 um 16:36:00 (Frankreich) Uhr storniert. Stornierungsnummer 1327."
Hier ist der Wortlaut der Mail von Accor wegen Reisen nach Frankreich:
Madam, Sir,
Health is our priority
Our first priority is the safety and well-being of our customers and employees. We are monitoring the situation in France and adapting our procedures and operations according to government’s recommendations. Our priority today is to minimize the risk of transmission and ensure that our hotels, employees and customers are safe and properly taken care of.
We have therefore implemented additional preventive measures such as increasing the frequency of cleaning and disinfection throughout the hotel, strengthening personal hygiene, thorough hand washing and the use of alcohol-based solutions, close monitoring of the health of our employees, enhanced communication with our partners and government public health agencies.
Our hotels remain open
In order to slow the spread of the covid-19 virus, non-essential businesses can no longer accommodate the public until April 15, 2020. Hotels are [at this stage] not affected by these government measures and may remain open. However, the restaurants and bars of establishments must be closed to the public.
Our hotels will therefore continue their activity and remain open. In order to ensure continuity of service, we put in place, where possible, alternative catering measures, such as Room Service, delivery and take-out.
In some cases, despite all our efforts to ensure the continuity of our activity, some establishments could nevertheless be forced to close. If your reservation was affected, you would be contacted with new proposals.
More flexibility
In this exceptional context, Accor has adopted flexible conditions for individual travelers from around the world in order to allow you, if you wish, to postpone your stay. For any reservation, with a non-flexible rate, made before March 15, 2020 and a stay until April 30, 2020, you can modify the reservation for a future trip until December 31, 2020 without penalty by contacting the hotel directly.
A reservation can be modified by modifying the date. The hotel can also issue a credit note for more flexibility.
Accor will regularly update its policy based on the evolution of the situation.
In this exceptional context, rest assured that all teams are mobilized to meet your expectations.
Kind regards
Jean-Charles DELGADO
Accor CEO for France & Southern Europe
