Refund from Accor hotel due to COVID-19 cancellation

Has anyone had to cancel trips/hotel stays an is awaiting a refund from an Accor hotel?

I noticed they changed their policy a few times.

I requested a refund as soon as they changed their policy to the below:

For hotels in Australia, Cambodia, Greater China (including mainland China, Hong Kong SAR, Macau SAR and Taiwan, China), Fiji, French Polynesia, India, Malaysia, New Zealand, South Korea, Singapore, The Philippines and Vietnam:

• Guests scheduled to arrive prior to April 30, 2020 may cancel their reservation and be refunded without penalty.

As of today, it is restricted to only:

Guest who planned to stay in one of our hotels prior to and inclusive of June 30th, 2020 may modify their reservation for a later date without any modification fees subject to availability and applicable rates and conditions) or request a credit voucher for the full amount of the booking value for use at a future date at the same hotel.

My request has been since 20th March.
I've been following up after the initial 4-6 weeks they promised, the hotel in Singapore is now saying up to 90 days (which is ridiculous).
Has anyone received a refund yet, or has had any other success?

EDITED 8 June: I have finally received the payment (albeit slightly less, unsure if exchange rate or fees). Definitely worth following up every couple weeks.

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  • When is your reservation/s date/s?

    If your reservation is up to 30 April 2020 then you cancel without charge - there is backlog with most travel related bookings.

    If your reservation is up 30 June 2020 then you can change dates or get credit.

    I assume you have booked non-cancellable/highly restrictive reservations because if you had a BAR / flexible (which is my preferred booking, yes you pay slightly more) but you could likely cancel without penalties up to the day of arrival.

    • My travel dates were for around 10th April. I don't have any concern around my eligibility for a refund (cancellation without charge as per their policy), they confirmed this several weeks ago. It's just taking a very long time for the refund to go through.

      • You should contact them again and ask why?
        Probably it has not been done yet as refund will usually go through in a few days only.

        • hey, I have…several times. If you read above, the latest excuse from them is it will take up to 90 days.

          • @LittleMiss: Hotels have no cashflow so I wouldn't expect it to be anytime soon. There are hotels including Accor that have made 0 income.

            Take Qantas as well, have advised travellers up to 12 weeks, same reason.

            Unfortunately the reality of cashflow based businesses.

  • I was boked to stay with Accor Gold Coast in April and had no problems getting a full refund.
    I dealt direct with the hotel.