Sep 19, 2019, 1:54 am
Last edit by: starflyergold
Short version of what Accor has told us about the new ALL "suite night upgrades" (SNUs):
"On reaching Platinum status, receive 2 Suite Night Upgrades. Booked in advance, guaranteed.
Earn a third Suite Night Upgrade at 18,000 Status points, and then an additional one every 4,000 Status points. Up to 12 a year."
(Copied December 6 2019. Edited very gently for length -- e.g. removing references to paragraphs containing Accor's definition of "Platinum" -- and format.)
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Definition
A Suite Night Upgrade is a benefit reserved exclusively for Members who have Platinum status and above. It enables them, at certain participating hotels belonging to the Accor Group, to spend the night in a "suite" for the price of a "room" selected by the Member when making a pre-confirmed booking.
Hotels Offering Suite Night Upgrades
Members can only use their Suite Night Upgrade in Accor Group hotels offering this benefit. The list of participating brands and non-participating hotels is available on the Benefits and Statuses page by following the loyalty programme link. Please note that this list is more restrictive than the list of brands participating in the Programme.
A Suite Night Upgrade is a benefit reserved exclusively for Members who have Platinum status and above. It enables them, at certain participating hotels belonging to the Accor Group, to spend the night in a "suite" for the price of a "room" selected by the Member when making a pre-confirmed booking.
Hotels Offering Suite Night Upgrades
Members can only use their Suite Night Upgrade in Accor Group hotels offering this benefit. The list of participating brands and non-participating hotels is available on the Benefits and Statuses page by following the loyalty programme link. Please note that this list is more restrictive than the list of brands participating in the Programme.
In order to offer this benefit, a hotel must have both rooms and “suites”, or simply suites. Hotels solely offering other types of accommodation (lodges, villas, etc.) do not accept Suite Night Upgrades.
Obtaining a Suite Night Upgrade
On reaching or obtaining Platinum status [...] Members receive two (2) Suite Night Upgrades are credited to their account. When a Platinum Member has earned 18,000 Status Points, a third Suite Night Upgrade is then credited to the account. The Member receives an additional Suite Night Upgrade each time an additional 4,000 Status Points have been earned, for example, a fourth Suite Night Upgrade on reaching 22,000 Status Points, a fifth on reaching 26,000 Status Points and so on, up to a maximum of twelve (12) Suite Night Upgrades per calendar year.
A Suite Night Upgrade is valid for one (1) night only. The Member may use several Suite Night Upgrades when staying for several consecutive nights, if he or she has enough Suite Night Upgrades having already been credited in the account. Each Suite Night Upgrade is valid until 31st December of the year following its date of issue (calendar year N+1). No validity extension will be granted either before or after a Suite Night Upgrade’s expiry date.
Suite Night Upgrades are credited exclusively to the Member’s account, and can be viewed online via the Website and the Accor All app. No printed Suite Night Upgrades will be issued, nor can Suite Night Upgrades be sent out via email. However, Members will receive an email notification whenever a Suite Night Upgrade they have earned has been credited to their account.
Using Suite Night Upgrades
Members who wish to use one or several Suite Night Upgrade(s) during their stay must pre-book prior to the stay. Bookings must be made by calling an Accor Booking Office or by calling one of a participating hotel offering Suite Night Upgrades directly, except for Fairmont, Raffles and Swissôtel hotels. For these three brands, bookings must be made via the Accor Booking Office. The Suite Night Upgrade must be valid on the dates of stay booked.
Suite Night Upgrades are for personal use only and are non-exchangeable, non-refundable and non-transferable. They can only be used by the Member whose name is printed on the membership card. The Member must be present during the stay and must themselves be staying in the suite that has been booked. The Member may book several rooms and/or suites when making the booking, but only one Suite Night Upgrade will be authorised per night and for the suite in which the Member is staying.
If Members wish to stay for several nights but only have one (1) Suite Night Upgrade, they may nonetheless stay in the suite for the duration of the booked stay. In that case, they will use their Suite Night Upgrade for one night but will have to pay the full undiscounted price for the suite for the other nights of the stay. If the Members do not wish to book the Suite at the advertised rate, they will need to make another booking for the other nights of the stay, choosing a different type of room, which would mean changing rooms during the stay.
For bookings covering several consecutive days at a constant rate, the Suite Night Upgrade will apply to the first night of the stay by default. For bookings covering several consecutive days at a variable rate (i.e., the rate is different each night), the Suite Night Upgrade will apply to the most expensive eligible night by default. Subject to availability at the time of booking, the customer care advisor may offer the Member different types of suites, corresponding to suites paired with different types of rooms, along with their associated rates.
The use of Suite Night Upgrades is subject to the same blackout dates as the Programme’s room availability guarantee. The official calendar of dates on which the availability guarantee does not apply is regularly updated and displayed for Members on the all.accor.com website. It is up to Members to take note of these dates before booking a stay for which they require an availability guarantee (See the dates here).
Non-participating hotels
See list: https://all.accor.com/loyalty-program/legal/terms-and-conditions/pdf-snu.en.pdf
Eligible rooms
Eligible rooms vary by hotel. Certain suites are always excluded, such as Presidential suites and VIP suites.
Each type of room eligible for this benefit is paired with a specific type of suite at each hotel offering the benefit. The use of Suite Night Upgrades is subject to the suite’s availability at the time of booking.
Eligible Booking Channels
In order to be considered eligible, stays must be booked at eligible rates by calling the Accor Booking Office or participating hotels. Stays booked via other channels will not be eligible for this offer, including those booked via:
- travel agencies using a GDS (Global Distribution System)
- stays booked via a reseller, tour operator or third-party online travel agent (such as Expedia.com, booking.com, etc.)
Eligible Rates
Eligible rates include all standard rates (including the ALL - Accor Live Limitless and AccorPlus Member rate) and all promotional rates except the following:
- Excluded rates mentioned in Article 7.2 “Rates Eligible to Earn Points” of the General Conditions of Membership;
- Family offers;
- Package rates;
- Day Use Rates;
- Corporate Rates;
- Ibis Business and Accor Business Plus membership card rates
Terms of Cancellation and Changes
The usual terms and conditions of sale apply to bookings made with a Suite Night Upgrade. These conditions determine the ability or not to change or cancel a booking free of charge. If a pre-booked stay is cancelled prior to the stay and according to the terms laid down in the terms and conditions of sale accepted when making the booking, the conditions of sale govern the decision as to whether the cost of the booking should be reimbursed.
However, if a Member makes a booking using one or several Suite Night Upgrades but cancels the booking prior to the stay, the Suite Night Upgrades will be recredited to the account within a maximum of seven (7) days. No changes can be made to the night to which the Suite Night Upgrade applies. The only change that can be made by telephone once a Suite Night Upgrade has been booked is adding additional options (such as breakfast), paid for with cash.
The Suite Night Upgrade will not be refunded to Members in the event of a no-show on the booked day or early check-out.
Non-Combinable Benefits
Suite Night Upgrades cannot be combined with:
- The use of Rewards Points when booking,
- The use of a Stay Plus night, a benefit awarded to members of the Accor Plus membership programme,
- Upgrades subject to availability awarded to Gold status and higher.
Member Responsibilities
Accor reserves the right to immediately void any Suite Night Upgrade that has been sold or transferred to a user other than the Member for whom it was originally intended or that is deemed to have been fraudulently acquired.
[...]
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Additional information
Please improve this wiki by adding anything else we know about SNUs!
"Suite Night Upgrades" from 2020
Dec 7, 2019, 12:47 am
#61
Join Date: Jun 2007
Location: ASIA
Programs: TK Elite, ALL Plus Diamond, Marriott Platinum, Hertz PC
Posts: 3,530
Ok, I've now made a few enquiries via the central reservation hotline and instead of being told which room category corresponds to which suite category, I'm being told what the room rate would be for a given suite category.
The rates seem to be identical to the most expensive published rate (BAR / "daily rate" / "best flexible rate"), and when asking the agent whether I could upgrade bookings made under a different rate, the agent told me to ask the hotel directly.
So I'm wondering: Can any qualifying rate be upgraded using SNUs, or does one really need to book the inflated BAR rate?
The rates seem to be identical to the most expensive published rate (BAR / "daily rate" / "best flexible rate"), and when asking the agent whether I could upgrade bookings made under a different rate, the agent told me to ask the hotel directly.
So I'm wondering: Can any qualifying rate be upgraded using SNUs, or does one really need to book the inflated BAR rate?
Dec 7, 2019, 2:54 am
#62
Join Date: Nov 2019
Posts: 146
From reading along for quite some time, I realize you are one of the most knowledgable and helpful posters on all of the Accor forums.
But this is not correct. I have absolutely no chance of requalifying for Platinum. I will barely make Gold for 2020. Yet I received an email titled "Your next room will be a suite" (I'm translating this from German). And I see my two SNUs both in the ALL app as well as on the website.
So my question is a valid one. If I redeem those SNU in 2020, I will not have Plat status and hence no lounge access by virtue of status level.
Dec 7, 2019, 3:28 am
#63
Original Poster
Join Date: Jul 2007
Location: Berlin
Programs: BA Gold; Accor Plat; IHG Diamond-Amb; Meliá & HH & Marriott Gold
Posts: 5,450
It is very disappointing to see this approach being taken by properties with a number of proper suites (i.e. not "junior" but also clearly not "presidential" or "VIP" suites).
The more Accor allows hotels to get away with this, the less valuable their newest benefit becomes.
Dec 7, 2019, 3:54 am
#64
Join Date: Jun 2007
Location: ASIA
Programs: TK Elite, ALL Plus Diamond, Marriott Platinum, Hertz PC
Posts: 3,530
gilbertaue,
From reading along for quite some time, I realize you are one of the most knowledgable and helpful posters on all of the Accor forums.
But this is not correct. I have absolutely no chance of requalifying for Platinum. I will barely make Gold for 2020. Yet I received an email titled "Your next room will be a suite" (I'm translating this from German). And I see my two SNUs both in the ALL app as well as on the website.
So my question is a valid one. If I redeem those SNU in 2020, I will not have Plat status and hence no lounge access by virtue of status level.
From reading along for quite some time, I realize you are one of the most knowledgable and helpful posters on all of the Accor forums.
But this is not correct. I have absolutely no chance of requalifying for Platinum. I will barely make Gold for 2020. Yet I received an email titled "Your next room will be a suite" (I'm translating this from German). And I see my two SNUs both in the ALL app as well as on the website.
So my question is a valid one. If I redeem those SNU in 2020, I will not have Plat status and hence no lounge access by virtue of status level.
Accor says:
Two Suite Night Upgrades are earned as soon as you are awarded Platinum status (or maintain your Platinum status).
Dec 7, 2019, 11:25 am
#65
Join Date: Aug 2015
Posts: 324
gilbertaue,
From reading along for quite some time, I realize you are one of the most knowledgable and helpful posters on all of the Accor forums.
But this is not correct. I have absolutely no chance of requalifying for Platinum. I will barely make Gold for 2020. Yet I received an email titled "Your next room will be a suite" (I'm translating this from German). And I see my two SNUs both in the ALL app as well as on the website.
So my question is a valid one. If I redeem those SNU in 2020, I will not have Plat status and hence no lounge access by virtue of status level.
From reading along for quite some time, I realize you are one of the most knowledgable and helpful posters on all of the Accor forums.
But this is not correct. I have absolutely no chance of requalifying for Platinum. I will barely make Gold for 2020. Yet I received an email titled "Your next room will be a suite" (I'm translating this from German). And I see my two SNUs both in the ALL app as well as on the website.
So my question is a valid one. If I redeem those SNU in 2020, I will not have Plat status and hence no lounge access by virtue of status level.
Dec 7, 2019, 6:49 pm
#66
FlyerTalk Evangelist
Join Date: Aug 2009
Location: Paris, France
Programs: AF/KL Flying Blue Platinum for life/Club2000 Ultimate, Accor ALL Diamond
Posts: 21,918
Indeed, something wrong here : people who are Plat in 2019 but who will not requalify for 2020 should not get the 2 SNUs. But, good for you guys 
Dec 7, 2019, 7:50 pm
#67
Join Date: Jun 2007
Location: ASIA
Programs: TK Elite, ALL Plus Diamond, Marriott Platinum, Hertz PC
Posts: 3,530
So I got the clarification.
Nothing wrong. CURRENT 2019 Plat members (who have not requalified) will also get 2 SNU valid till end 2020.
If the suite you're upgrading into through the SNU gives lounge access, you will receive lounge access.
Nothing wrong. CURRENT 2019 Plat members (who have not requalified) will also get 2 SNU valid till end 2020.
If the suite you're upgrading into through the SNU gives lounge access, you will receive lounge access.
Dec 7, 2019, 10:13 pm
#68
Join Date: Dec 2014
Posts: 1
I tried to do this yesterday and was told you can only get a SNU with new bookings.
You need to cancel the old booking and rebook at the new rate.
Since my original booking was prepaid, was told I would lose that money plus have to pay the higher rate current today.
Last edited by dazzler; Dec 7, 2019 at 10:23 pm
Dec 8, 2019, 12:06 am
#69
FlyerTalk Evangelist
Join Date: May 2009
Location: FRA / YEG
Programs: AC Super Elite, Radisson Platinum, Accor Platinum
Posts: 11,874
Same experience.
I tried to do this yesterday and was told you can only get a SNU with new bookings.
You need to cancel the old booking and rebook at the new rate.
Since my original booking was prepaid, was told I would lose that money plus have to pay the higher rate current today.
I tried to do this yesterday and was told you can only get a SNU with new bookings.
You need to cancel the old booking and rebook at the new rate.
Since my original booking was prepaid, was told I would lose that money plus have to pay the higher rate current today.
Such a policy sounds utterly ridiculous and would further limit the usefulness of this benefit (which is far from generous to begin with).
Dec 8, 2019, 12:17 am
#70
Join Date: Jun 2007
Location: ASIA
Programs: TK Elite, ALL Plus Diamond, Marriott Platinum, Hertz PC
Posts: 3,530
In this case the same rate conditions possibly didn't apply and the hotel wasn't gracious enough to close an eye for rebooking (+ add fee for rate condition top up)
Dec 8, 2019, 2:48 pm
#71
FlyerTalk Evangelist
Join Date: Aug 2009
Location: Paris, France
Programs: AF/KL Flying Blue Platinum for life/Club2000 Ultimate, Accor ALL Diamond
Posts: 21,918
Dec 8, 2019, 8:03 pm
#72
FlyerTalk Evangelist
Join Date: May 2009
Location: FRA / YEG
Programs: AC Super Elite, Radisson Platinum, Accor Platinum
Posts: 11,874
Any idea what the rationale behind that policy is?
Other than trying to inconvenience and annoy members as much as possible while doing their best to limit the usefulness of the SNUs, I can't even think of a reasonable explanation for such a policy.
It also seems to completely ignore how many/most travellers make their bookings at high-end / luxury hotels, i.e. via Amex FHR / Virtuoso / Signature / Travel Leaders Select etc. Do you happen to know how such bookings will be dealt with?
Last edited by Jasper2009; Dec 9, 2019 at 1:13 am
Dec 9, 2019, 1:02 am
#73
Join Date: Jul 2014
Location: Saint Brieuc
Programs: HHonors, Accorhotel Platinium, Nordic Choice Platinium
Posts: 966
Well, I was wrong. I can't understand why Accor made is so complicated : cancel and rebook the same room only to be able to use SNU... please make it simple ! The simplest solution is most likely the right one : Entia non sunt multiplicanda sine necessitate !
Dec 9, 2019, 5:07 am
#74
Join Date: Dec 2014
Programs: Accor ALL Platinum
Posts: 1,110
Dec 9, 2019, 5:18 am
#75
Join Date: Jan 2011
Location: YYZ
Programs: Accor ALL Diamond, AC Aeroplan 25K, Nexus/GE
Posts: 2,731
It appears that Accor is trying to centralize the system by redeeming the certificate during the booking process. With the previous system, with both Fairmont and Accor for one year, the certificates were redeemed by the hotel upon check-in, so it didn't complicate the booking process. You could apply the certificate to a booking at any time, and it didn't modify the rate, but simply modified the assigned room category. That system also gave more flexibility to the guest, because you could book a stay in advance using your certificates, but if you later change your mind, you simply make a new booking and apply the certificate there. I have a suspicion with the new and far-from-improved Accor mess, once you apply your SNU to a booking, it's gone.
Leave it to Accor to design a process that is too complicated for their already-inept IT people to implement, and more hostile to the guest.