Originally Posted by
PabloM
I’ve had the same issue this week. Checking into the Fairmont San Francisco tonight using SNU and I also freaked out thinking that they had cancelled my booking but called the hotel and they confirmed it’s all fine on their end.
My Sofitel LA booking was also cancelled during my stay - still waiting on points to be posted so wondering if they will.
also had issues there using points to pay - would only let me use 2,000 - hotel said they know I could use more but their system wouldn’t let me and customer service that they rang wouldn’t answer. Hoping I can use points at the Fairmont.
2 of my 4 bookings were restored on the ALL site this afternoon. Perhaps that was the doing of the hotel, or perhaps the ALL team is just working their way through all of the bookings that were affected? Of my affected bookings, half of them involved a SNU. Of the two bookings that were restored already, 1 involved SNUs.
It was actually the SNUs the alerted me to the cancelled bookings. I happened to notice a few more SNUs in my account than I had before, and then noticed that some were returned from a cancelled booking. Of course, the booking was originally made in 2022 using some SNUs expiring in 2022 and some in 2023. Only the 2023 SNUs came back into my account. But, the hotel assured me that my SNUs would be redeemed properly, and they fully acknowledge this mess was the making of Accor and not me, so they will make sure everything is made right. The SNUs should be redeemed properly, and they insist I will only be charged the confirmed rate after applying the SNUs. I trust them when they say that. If it was Accor Customer Service telling me that, it wouldn't count for anything, since they have no credibility (or ability).
I've never been told at a Fairmont that I couldn't redeem points. I've run into a redemption limit before (which was much higher than 2,000 points), but that was easily circumvented by doing multiple redemptions, which is mildly annoying, but effective. The only time I couldn't redeem points, was the one time when my account fell victim to the mysterious locking of my account for "security reasons" by Accor, and they needed me to send in photo ID to unlock it.