Your queries

• Query about an online reservation made online
• Query about a hotel
• How can I find a hotel and make a reservation?

  There are three ways to search for your desired hotel online :

  Enter the name of your destination city on the Accorhotels homepage. This is the quickest way to access the selection of hotels available for your preferred dates and destination. You can also use the interactive map tool to find a hotel.

  If you know the hotel code number enter this into the Express Reservation function. This is the quickest way to book your desired hotel.

  If you would like more information on our hotels across the world, consult our online directory to view a list of locations. From here, you can also choose and book a hotel.

• How many rooms can I reserve ?

  Our Internet site allows you to reserve up to three rooms per hotel for the same or different dates. If you need a fourth room at the same hotel, please make a new reservation. Please do not use the "Comment for the hotel" box to request a fourth room.

• How do I cancel or modify a reservation ?

  You are given a reservation file number (e.g.: 39X-0015) when your reservation is confirmed. You will be asked for this number if you change or cancel your reservation. If you have reserved several rooms, the same applies - you can modify your reservation using the code provided.

  You may also use your loyalty card number to view a reservation if it was used at the time of online booking.

• What is the deadline for cancelling a reservation ?

  If necessary, you can cancel on the day of your planned arrival by either:

  selecting "Cancellation" on our Internet site, up to 4:00pm, local time at the hotel.

  or contacting the hotel directly before 6:00pm.

  You will be billed for any reservation not cancelled before 6:00pm on the date of arrival.

• Do I need my credit card to make a reservation ?

  Your bank details are needed to approve online reservations. The amount shown will be debited by the hotel, at the end of your stay. Our reservation system is completely secure, which means you can provide your bank details with total confidence. To find out more, please go to our Security section.

  If you do not wish to submit your bank details over the Internet to guarantee your reservation, please contact your nearest reservation centre.

  When booking with a loyalty card, your credit card number will only be requested in the event that your loyalty card cannot be used to guarantee your reservation.

• What is the Best Price Guarantee ?

Your contacts

• How can I call the Novotel reservations centers

  Contact the reservation center nearest you
  Europe
  Austria	01 360 27 72 000
  Belgium	0032 (0) 2 6435002 (French language)
  	0032 (0) 2 6435000 (Dutch language)
  Denmark	800 185 95 Toll free
  Finland	(09) 81 71 01 43
  France	0825 012 011 (0.15 € ttc/mn)
  Germany	0 6995 307 593
  Italy	199 130858 (0,15€ /mn IVA inclusa)
  Netherlands	(020) 654 57 28
  Portugal	(021) 318 00 49
  Spain	902 15 15 16
  Sweden	020 793 153 Toll free
  Switzerland	F 022 567 53 10
  	D 022 567 53 11
  United Kingdom	0870 609 0962 (24h/24h)
  Middle East
  Bahrain	800 788 Toll free
  Kuwait	242 6660 Toll free
  Oman	51 04 03 Toll free
  Qatar	4313 385 Toll free
  Saudi Arabia	800 8 971 426 Toll Free
  United Arab Emirates	800 4899 Toll free
  North America
  USA / Canada	1 800 NOVOTEL Toll free (24h/24h)
  South America
  Brazil	0800 703 7000 Toll free (outside São Paulo)
  	11 3747 7080 (within São Paulo)
  Asia / Australia / Pacific
  Australia	1300 65 65 65 (24h/24h)
  Bangkok	+66 2 264 5777 (local Call Cost if calling from Bangkok)
  China	800 830 2688 (TF)
  	86 20 8396 6622 (Cell)
  Hong Kong	800 93 8768 (TF)
  Indonesia	+62 21-5744415 (Local Call Cost if calling from Jakarta) or 0807 1 777 777 (local call)
  Japan	0053 16 16 353 (TF)
  	(03) 5358 8255 (LC)
  Malaysia	1800 80 25 78 (TF)
  New Zealand	0 800 44 4422 Toll free (24h/24h)
  Philippines	1800 16 11 00 68 (TF)
  Singapore	800 61 61 367 (TF)
  South Korea	0079 86 11 12 88 (TF)
  Taiwan	0080 186 3026 (TF)
  Thailand	66 2 237 6064 (LC)
  	66 2 264 5777 (New)
  Other Countries
  From other countries	00 44 (0) 208 283 4500 (English)
  	00 33 (0) 1 46 62 44 40 (French)

• Questions about reservations for a leisure group
• For information on reservations for meetings, seminars, incentives, and conferences

  Because meetings requirements differ depending on the type of meeting you are organizing i.e. a working meeting, training seminar, incentive travel, a conference, general assembly and accommodation needs - our online system will help you find the hotel that best suits your needs. To find out more, please visit our "Meetings" section on the homepage.

Questions concerning the A|Club program

• If you are interested in the A|Club program and have questions, please find out more in our FAQ.
• Do you want to benefit from all the advantages of A|Club? Join now!
• If you are already member of A|Club, simply visit a-club.com, log in and click on the link “Customer support” to share your comments with us or ask us questions.
• If you have another Accor loyalty card, please click here.

Frequently asked questions

• Is your internet site secure ?

  To guarantee your security and ensure confidentiality, our website uses SSL (Secure Socket Layer) encryption software. Your confidential details inputted when completing online forms are automatically encrypted before being transmitted over the network. Once the information has arrived on our server, information is then decrypted using a unique key.

  Developed by Netscape, SSL is the most widely used and successful transaction system today. In order to offer you the best security possible, we continue to monitor and analyze future security systems, which will be implemented once finalized.

  To use this system, you simply need to verify that your browser is compatible. This can be done by checking if an icon appears either at the lower left of your screen (for Netscape) or the lower right (for Microsoft Internet Explorer).

• What does the message "Reservation deadline expired" mean ?

  You can make same-day reservations on our Internet sites up to 6:00pm hotel local time. For last-minute reservations, please contact the hotel direct; you can find contact details on the hotel description page

Website queries

• Questions, suggestions and commentsconcerning the site
• Technical problems when using the site

Accor Hospitality queries

• Request for information about Accor

  To learn out more about the Accor Group, please visit our corporate site where you can access complete information along with contact details for all our departments and services.

• Development
• Contact our Human Resources department

  Contact details for our Human Resources department along with a listing of job offers for the different hotel brands in the Accor group can be found on our corporate site, www.accor.com. Log on and take a look!