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data-tracking="Assistance" class="ah-link-button ah-link-button ah-link-button--menu-item"><span class="ah-menu-item__label">Support</span></a><div class="ah-mega-menu" id="assistance" aria-label="Support"><div class="ah-bar ah-mega-menu__bar"><button id="ah_bar_lang" type="button" data-tracking="" class="ah-link-button ah-bar__button"><span class=""> Back </span></button></div><div class="ah-mega-menu__content"></div></div></li><li class="ah-list__item" style="display: none;"><div class="ah-more-nav"><button id="more-item-nav" type="button" data-tracking="more" class="ah-link-button ah-link-button ah-link-button--more" aria-expanded="false" aria-controls="tab-panel-more"><span class="ah-menu-item__label">More</span></button></div></li></ul></nav></div></div></div></div></div><div class="ah-header__logo ah-header__logo--mobile ah-header__logo--offset"><a href="https://travelpros.accor.com" tracking=""><img loading="lazy" src="https://travelpros.accor.com/components/header-nav/assets/images/brand/logo_header.svg" alt="All: Accor Live Limitless - Travelpros" width="800" height="100"></a></div><div id="loginnav" class="ah-header__loginnav"></div></header></div></div><main class="faq"><section class="breadcrumb-container" itemprop="breadcrumb" itemtype="http://schema.org/WebPage" itemscope="itemscope"><a href="https://travelpros.accor.com/index.jsp" class="breadcrumb-container__link breadcrumb-container__item">Home</a> <span class="breadcrumb-container__item">Toolbox</span> <span class="breadcrumb-container__item">FAQs</span></section><div class="main-container"><div class="content body-wrapper"><section class="banner-container"><h1 class="banner-container__title">Frequently asked questions</h1><p class="banner-container__paragraph">Didn't find the answer to your question?</p><p class="banner-container__paragraph">Our customer service can help you.</p><p class="banner-container__paragraph"><a href="https://help.accor.com/s/?language=en_US">Contact us</a></p></section><section class="faq-wrapper"><div class="faq-item faq-item_level1 open" id="faq-item-0"><button class="faq-item__btn faq-item__btn-level1" id="btn_0" type="button" aria-expanded="true" aria-controls="content_0">Your individual bookings</button><div class="faq-item__content faq-item__content-level1" id="content_0"><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_00">How do I book online at travelpros.accor.com?</button><div class="faq-item__content faq-item__content-level2" id="content_00">You can book online whenever you have an IATA / TIDS / CLIA / TRUE industry code. Your code gives you access to the best available rates. Those eligible for commission are indicated accordingly.<br/>If you don’t have an IATA / TIDS / CLIA / TRUE code, you can request an <a class="inline" href="https://travelpros.accor.com/toolbox/contact/request-rt-code/form/index.en.shtml">RT code</a>.</div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_01">What is an RT code?</button><div class="faq-item__content faq-item__content-level2" id="content_01">This is an internal Accor code created specifically for your agency that allows you to book online under the same terms and conditions as IATA / TIDS / CLIA / TRUE agencies.</div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_02">Can I be certain I’m getting the best current rate for my customer?</button><div class="faq-item__content faq-item__content-level2" id="content_02">Yes, all.accor.com guarantees the best current rates. If you book an Accor room on one of the group’s websites and find an equivalent offer on another website (within 24 hours) for the same hotel at a lower price and with the same terms and conditions of sale, we will honour the lower rate and give you an additional 25% discount.<br/>To find out more, <a class="inline" href="https://travelpros.accor.com/your-advantages/travel-agents/index.en.shtml#BestPriceGuarantee">click here</a>.</div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_03">How many rooms can I book?</button><div class="faq-item__content faq-item__content-level2" id="content_03">You can book up to 3 rooms per booking at the same hotel for the same dates.<br/>For 4 to 6 rooms, you will need to make 2 bookings under the “<a class="inline" href="https://travelpros.accor.com/booking/individual/advanced-search/index.en.shtml">INDIVIDUAL BOOKING</a>” tab.<br/>For 8 or more rooms, you will need to book under the “<a class="inline" href="https://travelpros.accor.com/booking/group/advanced-search/index.en.shtml">GROUP BOOKING</a>” tab.<br/>If you are making a booking for a personal stay using STAR rates (“<a class="inline" href="https://travelpros.accor.com/booking/personal-stay/advanced-search/index.en.shtml">BOOK A PERSONAL STAY</a>”), you can book up to two rooms.</div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_04">How do I amend my booking?</button><div class="faq-item__content faq-item__content-level2" id="content_04">You will first need to cancel it and make a new booking. Before cancelling, make sure the rooms are still available.<br/><a class="inline" href="https://secure.accor.com/managebookings/index.en.shtml#/bookings/home?origin=travelpros">Click here</a> to cancel/amend your booking.</div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_05">Is a credit card mandatory for online bookings?</button><div class="faq-item__content faq-item__content-level2" id="content_05">A credit card may or may not be required at the time of booking, depending on the rate’s terms and conditions.</div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_06">Will I receive confirmation?</button><div class="faq-item__content faq-item__content-level2" id="content_06">Yes, confirmation with a booking number will be sent automatically to the email address you entered when making your booking.</div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_07">Can I guarantee the booking with the agency’s credit card?</button><div class="faq-item__content faq-item__content-level2" id="content_07">You can guarantee the booking with a credit card belonging to the agency or the customer.</div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_08">Can I prepay when booking online?</button><div class="faq-item__content faq-item__content-level2" id="content_08">If you book a rate not subject to restrictive sales terms and conditions, you will not be able to prepay.<br/>If you wish to prepay, you will have to advise the hotel of your credit card number by fax or contact the hotel directly.</div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_09">What is the "Members' Rate"?</button><div class="faq-item__content faq-item__content-level2" id="content_09">The members' rate is offered exclusively to any subscriber of the loyalty programme on the Accor Group websites. In short, all customers with a ALL card are eligible.<br/>The members' rate gives you access to the best rates, with an additional discount of up to 25%, depending on the hotel brand and the country in which it is located.<br/>The rate is commissionable.*<br/><a class="inline" href="https://travelpros.accor.com/docs/list_of_hotels_with_commissionnable_member_rate.pdf" target="_blank">Click here to access the list of hotels that offer the commissionable member rate</a>.<br/><br/>During your search, the level of commission granted is indicated when the hotel offers the commissionable member rate. Conversely, if the commission details are not displayed, then the hotel does not offer it.<br/><br/>The member rate is not commissionable in all hotels.</div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_010">How do I book the Members' rate?</button><div class="faq-item__content faq-item__content-level2" id="content_010">1. Go to the search engine on <a class="inline" href="https://travelpros.accor.com/index.jsp" target="_blank">travelpros.accor.com</a>, and select the 'individual bookings’ tab.<br/>2. Enter your customer’s 16-digit ALL loyalty number.<br/>3. Start your search.<br/>4. The 'members' rate' will be automatically displayed in the search results.</div></div></div></div><div class="faq-item faq-item_level1" id="faq-item-1"><button class="faq-item__btn faq-item__btn-level1" id="btn_1" type="button" aria-expanded="true" aria-controls="content_0">Your group bookings</button><div class="faq-item__content faq-item__content-level1" id="content_0"><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_00">How many rooms constitute a group booking?</button><div class="faq-item__content faq-item__content-level2" id="content_00">A group booking is 8 or more rooms with a minimum 15 people.</div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_01">Can I book rooms online for a group on a personal basis?</button><div class="faq-item__content faq-item__content-level2" id="content_01">No, this service is only available to tourism professionals (travel agencies, coach operators, tour operators etc.) for their one-off group stays.<br/>For personal requests, please contact the hotel directly (the hotel’s contact information is included in the hotel description).</div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_02">Is the displayed group rate eligible for commission?</button><div class="faq-item__content faq-item__content-level2" id="content_02">The rate is net and not eligible for commission. It applies only to leisure stays.</div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_03">Can I block rooms online in a specific hotel?</button><div class="faq-item__content faq-item__content-level2" id="content_03">Yes, for all hotels where a rate is given. Select the hotel at which you wish to place option on hold. You can block space at one hotel at a time.<br/>The hotel will contact you within 24 hours to follow up and finalise your booking.</div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_04">Can I send a group request to more than one hotel?</button><div class="faq-item__content faq-item__content-level2" id="content_04">You can request a quote from up to 3 hotels.</div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_05">I have placed an option on hold and wish to contact the hotel. Where can I find its telephone number?</button><div class="faq-item__content faq-item__content-level2" id="content_05">The telephone number is included in the room option confirmation that was emailed to you.</div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_06">Can I book half board online?</button><div class="faq-item__content faq-item__content-level2" id="content_06">If the hotel offers half board, the dinner rate will be displayed on the website.</div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_07">Can I book porter service online?</button><div class="faq-item__content faq-item__content-level2" id="content_07">If the hotel offers porter service, the rate will be shown on the website.</div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_08">How far in advance can I book a group?</button><div class="faq-item__content faq-item__content-level2" id="content_08">You can book a hotel 13 months in advance.</div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_09">How long can I keep the option for my group?</button><div class="faq-item__content faq-item__content-level2" id="content_09">The end of the option period is stated in the confirmation sent to you by email.</div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_010">What are the terms and conditions of sale?</button><div class="faq-item__content faq-item__content-level2" id="content_010">The terms and conditions of sale are posted on the website.</div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_011">How do I pay for a group stay?</button><div class="faq-item__content faq-item__content-level2" id="content_011">Payment is made directly to the hotel you have booked according to the payment terms stated in the terms and conditions of online sales.</div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_012">Can I amend or cancel a group booking online?</button><div class="faq-item__content faq-item__content-level2" id="content_012">Once you have placed an option, any amendment or cancellation must be made with the hotel. The group rate is guaranteed for the initial option.<br/>Any amendment of this option may result in a rate change.</div></div></div></div><div class="faq-item faq-item_level1" id="faq-item-2"><button class="faq-item__btn faq-item__btn-level1" id="btn_2" type="button" aria-expanded="true" aria-controls="content_0">Booking your personal stays (STAR rates)</button><div class="faq-item__content faq-item__content-level1" id="content_0"><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_00">How do I obtain my access codes to book the STAR rate?</button><div class="faq-item__content faq-item__content-level2" id="content_00">You should have been sent your access codes by your Accor contact. If you have not received them, please complete the form in the <a class="inline" href="https://travelpros.accor.com/toolbox/contact/star-code/form/index.en.shtml">STAR section</a>.<br/>Your access codes will be sent to you automatically on the day you request them.</div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_01">Once I’ve registered, how long before I receive my STAR access codes?</button><div class="faq-item__content faq-item__content-level2" id="content_01">Your access codes will be emailed to you automatically on the day you requested them.</div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_02">Can I book the STAR rate as soon as I receive the codes?</button><div class="faq-item__content faq-item__content-level2" id="content_02"><p class="reply">Yes, all you need to do is select the “<a class="inline" href="https://travelpros.accor.com/booking/personal-stay/advanced-search/index.en.shtml">BOOK A PERSONAL STAY</a>” tab. Complete the booking form and include:</p><ul><li>Your IATA/TIDS or RT code</li><li>Your STAR code</li><li>Your STAR agreement number</li><li>Your arrival and departure dates</li><li>Your destination</li></ul></div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_03">What is the STAR discount?</button><div class="faq-item__content faq-item__content-level2" id="content_03">The discount can be up to 30% off the lowest public rate.</div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_04">Is the STAR rate eligible for commission?</button><div class="faq-item__content faq-item__content-level2" id="content_04">No, this rate is not eligible for any commission since it is only valid for your personal travel.</div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_05">How do I book a STAR rate?</button><div class="faq-item__content faq-item__content-level2" id="content_05">Click the “<a class="inline" href="https://travelpros.accor.com/booking/personal-stay/advanced-search/index.en.shtml">BOOK A PERSONAL STAY</a>” tab on our website.<br/>Enter your STAR codes and choose your destination and dates. Available STAR rates are clearly displayed when you click on<br/>“Select” of your chosen hotel.</div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_06">What documents will I need when checking into the hotel when I book STAR rates?</button><div class="faq-item__content faq-item__content-level2" id="content_06">These rates are only valid for your personal travel.<br/>On arrival, you will need to show your credentials (IATA or TIDS card, or a supporting document on your company’s letterhead) or, in the case of RT code holders, a pay slip mentioning that you are a travel professional (travel agent, tour operator, coach operator, etc.).</div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_07">How many rooms can I book with STAR rates?</button><div class="faq-item__content faq-item__content-level2" id="content_07">Bookings are limited to 2 rooms per person making the booking (spouse and children only).</div></div></div></div><div class="faq-item faq-item_level1" id="faq-item-3"><button class="faq-item__btn faq-item__btn-level1" id="btn_3" type="button" aria-expanded="true" aria-controls="content_0">Best price guarantee (general terms and conditions)</button><div class="faq-item__content faq-item__content-level1" id="content_0"><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_00">What is the best price guarantee?</button><div class="faq-item__content faq-item__content-level2" id="content_00">If you book an Accor hotel online on any Accor website and find (within 24 hours) an equivalent offer on another website for the same hotel at a lower price (excluding tourist tax but including administration fees), we will honour the lower rate and give you <b>an additional 25% discount.</b></div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_01">How do I qualify for the best price guarantee?</button><div class="faq-item__content faq-item__content-level2" id="content_01">1 - When you book an Accor hotel online on any of our websites at the best available rate, you will receive a booking confirmation number.<br/><br/>2 - If, within 24 hours, you find an equivalent offer on another website (same hotel, same dates, same room type, same terms and conditions of sale, etc.) at a lower price, complete the form on our website and attach the required supporting documents for the Best Price Guarantee to be applied.<br/><br/>3 - Once we have checked the information provided, we will apply an additional 25% discount to the lowest rate found.<br/><br/>4 - Your stay will then be eligible for the best price guarantee for your room.</div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_02">What does the guarantee apply to?</button><div class="faq-item__content faq-item__content-level2" id="content_02">The Best Price Guarantee applies to bookings made at any<b> Sofitel, Pullman, MGallery, Novotel, Novotel Suites, Mercure, Adagio, ibis, ibis Styles, ibis budget and Orbis</b> brand on one of the following Accor websites: <a class="inline" href="https://all.accor.com/a/en.html">all.accor.com</a>, <a class="inline" href="https://sofitel.accor.com">sofitel.accor.com</a>, <a class="inline" href="https://pullman.accor.com">pullman.accor.com</a>, <a class="inline" href="https://novotel.accor.com">novotel.accor.com</a>, <a class="inline" href="https://mercure.accor.com">mercure.accor.com</a>, <a class="inline" href="http://www.adagio-city.com">www.adagio-city.com</a>, <a class="inline" href="https://ibis.accor.com">ibis.accor.com</a>, <a class="inline" href="http://www.orbis.pl">www.orbis.pl</a> or on their mobile app or on the ALL Accor app, and for which a confirmation number was issued when the booking was confirmed.<br/><br/>To submit a claim under the Best Price Guarantee, you must complete the online claim form on one of the above-mentioned sites.</div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_03">What are the applicable rates/exclusions?</button><div class="faq-item__content faq-item__content-level2" id="content_03"><p class="reply">The Best Price Guarantee applies exclusively to rooms booked at the Sofitel, Pullman, Grand Mercure, The Sebel, Novotel, Novotel Suites, Mercure, Adagio, Adagio Access, ibis, ibis Styles, ibis budget, HotelF1 or Orbis hotels, excluding all-inclusive packages and offers made at the hotel, transport services or any other service related to the room booking.<br/><br/>The rates covered by the Best Price Guarantee must be available to the general public and available to be booked. They expressly exclude:</p><ul><li>group rates</li><li>corporate rates</li><li>conference and seminar rates</li><li>specific promotional offers granting an additional discount after the booking is made (for example, promotional codes issued after signing up for a newsletter)</li><li>member rates under Accor’ loyalty programmes: Business Plus, ibis BUSINESS and Accor Advantage Plus</li><li>rates granted to Accor partners and their employees</li><li>rates granted to Accor employees</li><li>rates offered by opaque inventory sources (e.g. Hotwire and Priceline) which only provide the hotel name or location once the booking is made.</li></ul><p class="reply">Similarly, ALL Rewards hotel vouchers cannot be used to obtain a discount on published rates for the purposes of making a claim.<br/><br/>The Best Price Guarantee does not apply to websites requiring membership, online memberships or programmes requiring a password or login to view hotel rates and room availability. This includes all memberships and all programmes where membership is not automatic, plus (i) those which require consumers to "register” to become members; (ii) any online or mobile interface used by members and protected by a password; and (iii) where consumers are required to have completed a customer profile.</p></div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_04">What room categories does it apply to?</button><div class="faq-item__content faq-item__content-level2" id="content_04">The Best Price Guarantee applies to the same room category as the category booked on one of the Accor websites.<br/>The room category claimed for must be available and bookable on another website at the time of verification by the Accor customer service department.</div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_05">Dates and length of stay</button><div class="faq-item__content faq-item__content-level2" id="content_05">The Best Price Guarantee applies to the same dates as those booked on one of the Accor websites.<br/>For claims concerning a booking of two or more consecutive nights (at the same hotel), the Best Price Guarantee applies to the price per night and not the total amount of the stay.</div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_06">Currency</button><div class="faq-item__content faq-item__content-level2" id="content_06">If the rate found on another website is in a different currency to that of the rate booked on an Accor website, the Accor customer service department will convert this rate into the same currency as the rate offered on the Accor website.<br/>The exchange rate used will be the Accor exchange rate in effect on the Accor website at the time of the original booking.<br/><br/>Accor reserves the right to refuse a claim if it appears that the two websites are using different exchange rates.<br/>Price differences due to currency fluctuations, rounded figures or related to differences in the exchange rate will not be taken into account for the Best Price Guarantee.</div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_07">Terms and conditions of sale</button><div class="faq-item__content faq-item__content-level2" id="content_07"><p class="reply">For the Best Price Guarantee to apply, the terms and conditions of sale applicable to the rate of the other website must be the same as those applicable to the rate booked on an Accor website.<br/><br/>Specifically, this concerns:</p><ul><li>prepayment and deposit requirements</li><li>cancellation terms and conditions</li><li>terms and conditions for amending a booking</li></ul></div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_08">Submitting a claim</button><div class="faq-item__content faq-item__content-level2" id="content_08">The <a class="inline" href="https://help.accor.com/s/contact?language=en_US&topicId=0TO7Q000000D8mhWAC&webFormId=a0i3W000001w35EQAQ">online claim form</a> is available on any Accor website. The mandatory fields on the claim form must be duly completed, and the required supporting documents must be attached to the claim. Claims that are incomplete, incorrect or include illegible or incomplete supporting documents will not be processed.<br/><br/>A claim may be made within the 24 hours following the booking made on any Accor website, as attested by the time on the booking confirmation, and 72 hours before the scheduled arrival at the hotel. If the original booking was made within the 72 hours preceding the arrival at the hotel, the Best Price Guarantee does not apply.</div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_09">Claim handling</button><div class="faq-item__content faq-item__content-level2" id="content_09">After verification by our customer service department, the Best Price Guarantee will be granted if your claim meets all the application conditions. Our customer service department will send you an e-mail with the reservation confirmation number as well as the new rate that will apply to your booking.<br/>In the case of a booking where the rate was prepaid, the hotel will reimburse the difference in price on the credit card initially debited online.<br/><br/>If the claim does not meet the conditions of the Best Price Guarantee, our customer service department will send you an e-mail stating that the Guarantee cannot be applied.<br/><br/>Should you wish to cancel the booking made on an Accor website, the applicable cancellation conditions are those stated in the terms and conditions of sale listed on the website.</div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_010">Payment at the hotel</button><div class="faq-item__content faq-item__content-level2" id="content_010">On departure from the hotel, the rate confirmed by our customer service department will be billed together with any other services not included in the booking (restaurant, bar, etc.).<br/>In the event that the rate was prepaid at the time of the booking, only the services not included in the booking (restaurant, bar, etc.) will be billed at check-out.</div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_011">Liability</button><div class="faq-item__content faq-item__content-level2" id="content_011">Accor shall not be liable for any expenses that may arise from cancelling a booking made on any website other than an Accor website.<br/>Accor reserves the right to amend or terminate the Best Price Guarantee and its terms and conditions at any time and without notice.</div></div></div></div><div class="faq-item faq-item_level1" id="faq-item-4"><button class="faq-item__btn faq-item__btn-level1" id="btn_4" type="button" aria-expanded="true" aria-controls="content_0">Your contact details</button><div class="faq-item__content faq-item__content-level1" id="content_0"><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_00">I don’t have an IATA / CLIA / TIDS / TRUE code. How can I make a booking?</button><div class="faq-item__content faq-item__content-level2" id="content_00">If you don’t have an IATA / CLIA / TIDS / TRUE code, you need to request an <a class="inline" href="https://travelpros.accor.com/toolbox/contact/request-rt-code/form/index.en.shtml">RT code</a> (Accor internal code) so you can<br/>log in to our platform.</div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_01">How do I obtain an RT code?</button><div class="faq-item__content faq-item__content-level2" id="content_01">To obtain your RT code, complete the application form by <a class="inline" href="https://travelpros.accor.com/toolbox/contact/request-rt-code/form/index.en.shtml">clicking here</a>.<br/>If you have forgotten your RT code or wish to update your details (change in RT code, new IATA number, new address, etc.), <a class="inline" href="mailto:accor.travelagencies@accor.com?subject=Update details / Forgotten RT code">click here</a>.</div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_02">The address related to my IATA code displayed on the booking confirmation page is incorrect. What should I do?</button><div class="faq-item__content faq-item__content-level2" id="content_02">Every month the International Air Transport Association (IATA) sends us an update of changes. In the event of an error in your details, please <a class="inline" href="http://www.iata.org/customer-portal/Pages/index.aspx">contact IATA</a> to make the necessary changes.</div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_03">I have forgotten my RT code or want to update my details. What should I do?</button><div class="faq-item__content faq-item__content-level2" id="content_03">Please send us an email by <a class="inline" href="mailto:accor.travelagencies@accor.com?subject=Update details / Forgotten RT code">clicking here</a>.</div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_04">My access codes are correct but I can't log in. What should I do?</button><div class="faq-item__content faq-item__content-level2" id="content_04">Your web browser may not be up to date. Try logging in using a different browser (Google Chrome, Mozilla, etc.). If the error persists, please send us an email by <a class="inline" href="mailto:accor.travelagencies@accor.com?subject=Update details / Forgotten RT code">clicking here</a>.</div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_05">My TRUE code doesn’t work. What should I do?</button><div class="faq-item__content faq-item__content-level2" id="content_05">If your TRUE code doesn’t work, please send us an email by <a class="inline" href="mailto:accor.travelagencies@accor.com?subject=Update details / Forgotten RT code">clicking here</a>.</div></div></div></div><div class="faq-item faq-item_level1" id="faq-item-5"><button class="faq-item__btn faq-item__btn-level1" id="btn_5" type="button" aria-expanded="true" aria-controls="content_0">Your commission</button><div class="faq-item__content faq-item__content-level1" id="content_0"><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_00">Are online bookings eligible for commission?</button><div class="faq-item__content faq-item__content-level2" id="content_00">Rates eligible for commission are indicated during the booking process. The commission amount is based on the accommodation cost net of all taxes (i.e. VAT and any local taxes).<br/>FASTCOM hotels enable a payment of your commission within 30 to 45 days after the customer has checked out.</div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_01">What is the commission rate?</button><div class="faq-item__content faq-item__content-level2" id="content_01">Commission varies according to hotel brand and country (<a class="inline" href="/docs/commission.pdf" target="_blank">see details per brand and per country</a>).</div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_02">How is commission paid?</button><div class="faq-item__content faq-item__content-level2" id="content_02"><p class="reply">Your commissions are paid by Onyx CenterSource, the company authorised by Accor for this purpose.<br/><br/>Commission is paid in the currency of the country where the agency is located. It is paid after the customer has checked out by one of the following methods:</p><ul><li>Wire transfer if you are a member of the Onyx CenterSource Club</li><li>Cheque if you are not a member of the Onyx CenterSource Club</li></ul></div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_03">I haven’t received my commission. What should I do?</button><div class="faq-item__content faq-item__content-level2" id="content_03">Commission is paid within 30 to 45 days after the customer has checked out for hotels certified as “FASTCOM”, for all bookings made on <a class="inline" href="https://travelpros.accor.com/index.jsp">travelpros.accor.com</a> or via the GDS.<br/><br/>A total of 4,400 hotels are currently certified “FASTCOM”. <a class="inline" href="https://www.ahstatic.com/travelpros/commissions/fastcom-hotel.pdf" target="_blank">The full list is available here.</a><br/><br/>If, exceptionally, you do not receive your commission within 6 to 8 weeks, please send an email to <a class="inline" href="mailto:fastcom.agencies@accor.com">fastcom.agencies@accor.com</a>.<br/>NB: claims for stays older than 12 months will not be processed.</div></div></div></div><div class="faq-item faq-item_level1" id="faq-item-6"><button class="faq-item__btn faq-item__btn-level1" id="btn_6" type="button" aria-expanded="true" aria-controls="content_0">Treshold service (for agencies not belonging to the Onyx CenterSource club)</button><div class="faq-item__content faq-item__content-level1" id="content_0"><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_00">What is the Threshold service?</button><div class="faq-item__content faq-item__content-level2" id="content_00"><p class="reply">Accor has an additional commission payment option for travel agencies with a lower hotel booking volume.<br/>Some travel agencies that are not members of the Onyx CenterSource Club currently receive their Accor commission via international cheque with no minimum amount, which can result in high bank charges for cheques of very low value.<br/><br/>The Threshold service works as follows:</p><ul><li>Your commission builds up each week until it reaches or exceeds a predefined minimum amount.</li><li>When this minimum amount is reached, Onyx CenterSource will issue a cheque. The amount of your cheque will therefore be higher, reducing the related bank charges and the administrative workload.</li></ul></div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_01">Whom is this service aimed at?</button><div class="faq-item__content faq-item__content-level2" id="content_01">This service was developed for agencies that are not members of the Onyx CenterSource Club but receive their commission by cheque and consequently incur high bank charges. It is not designed for agencies that are members of Onyx CenterSource and receive their commission via wire transfer.</div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_02">What are the threshold amounts? How were they calculated?</button><div class="faq-item__content faq-item__content-level2" id="content_02"><a class="inline" href="https://travelpros.accor.com/docs/treshold_amount.pdf" target="_blank">The amounts</a> have been calculated for each currency used by Onyx CenterSource and based on (i) the average amount of commission paid each week by Onyx CenterSource to non-member agencies, and (ii) the average bank charges for international cheques.<br/>The minimum amounts are defined by currency.</div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_03">Can I change the minimum amount applicable to my particular case?</button><div class="faq-item__content faq-item__content-level2" id="content_03">No, the amounts are defined based on the payment currency. If this amount is too high, you can, exceptionally, ask Onyx CenterSource to issue payment before the minimum threshold is reached. To do so, contact <a class="inline" href="mailto:Accorhospitality@Onyxpayments.com">Accorhospitality@Onyxpayments.com</a>.</div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_04">What does this service cost?</button><div class="faq-item__content faq-item__content-level2" id="content_04">This service is free and without obligation.</div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_05">How do I register for the Threshold service?</button><div class="faq-item__content faq-item__content-level2" id="content_05"><p class="reply">Registration for this service is free and without obligation. Send your request (in English) to Onyx CenterSource at <a class="inline" href="mailto:Accorhospitality@Onyxpayments.com">Accorhospitality@Onyxpayments.com</a>, making sure to include the following information:</p><ul><li>IATA code (or any other username, such as a TRUE, CLIA or RT code)</li><li>Agency name</li><li>Full agency address</li><li>Email address</li></ul><p class="reply">Agencies not registered will continue to receive their payments via cheque each week with no minimum commission amount.</p></div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_06">Once I’ve registered, how long before I benefit from this service?</button><div class="faq-item__content faq-item__content-level2" id="content_06">The service is set up within a few days of receiving your request. It will operate until you decide to cancel it.</div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_07">What happens if my commission never reaches the minimum amount?</button><div class="faq-item__content faq-item__content-level2" id="content_07">In the event of a change in business or if your volume with Accor properties does not allow you to reach the defined minimum amount, you can, exceptionally ask Onyx CenterSource to issue payment before the minimum amount is reached.<br/>To do so, write to Onyx CenterSource – in English – at <a class="inline" href="mailto:Accorhospitality@Onyxpayments.com">Accorhospitality@Onyxpayments.com</a>.</div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_08">How do I cancel the service?</button><div class="faq-item__content faq-item__content-level2" id="content_08">The service is simply cancelled by email. Send your request (in English) to Onyx CenterSource at <a class="inline" href="mailto:Accorhospitality@Onyxpayments.com">Accorhospitality@Onyxpayments.com</a>.</div></div><div class="faq-item faq-item_level2"><button class="faq-item__btn faq-item__btn-level2" type="button" aria-expanded="false" aria-controls="content_09">How do I contact Onyx CenterSource?</button><div class="faq-item__content faq-item__content-level2" id="content_09">Didn't find the answer to your question? Write to Onyx CenterSource – in English – at <a class="inline" href="mailto:Accorhospitality@Onyxpayments.com">Accorhospitality@Onyxpayments.com</a>.</div></div></div></div></section></div></div></main><div class="toolbox__container" data-role="toolbox"><div id="toolboxResume" class="toolbox__resume" tabindex="0"><span class="toolbox__resume_text">Toolbox</span></div><div id="toolboxContent" class="toolbox__content toolbox__content--active"><a class="toolbox__item toolbox__link--track_media center" href="/toolbox/media-center/index.en.shtml" data-name="toolbox" data-interaction="item - media center" tracked="true"><svg class="toolbox__icon toolbox__icon--mediatheque-icon" aria-hidden="true" focusable="false"><use xlink:href="#mediatheque-icon"></use></svg> <span class="toolbox__label" aria-label="Accor photo library">Accor photo library</span> </a><a class="toolbox__item toolbox__link--track_faq" href="/toolbox/frequently-asked-questions/index.en.shtml" data-name="toolbox" 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