Dear Znsm,

I will try to do my best to help you.
Could you MP me your membership number as well as the details of your request (hotel name, dates you wished to place you booking for) ? This will enable us to check how the Suite Night Upgrades have been set up with this hotel.
Many thanks in advance.

With my best regards,
Amy

I just got off the phone with Accor reservations regarding two potential stays that I wanted to use the SNU.

1. Fairmont Peace hotel - during Chinese New Year holiday
Even though there are suites available to book, I was advised that the SNU was not available for the specific date I was looking at. The agent checked for dates in the future, and they were available in the future - presumably the hotel had put blackout dates in during the Chinese New Year holiday - disappointing, but not unexpected. It just means that I will stay elsewhere, for cheaper.

2. Raffles Shenzhen - after Chinese New Year holiday
I was advised that the SNU could be used on the specific date I had in mind, on both the prepaid and flexible rates.


EDIT: Upon closer inspection for the Fairmont Peace stay, their Fairmont rooms are unavailable (lowest available category is Deluxe) - is it possible that SNUs can only be applied to booking made on the base room category? Or it is more likely that blackout dates have been applied? Either way, extremely frustrating.

EDIT2: Thanks to the people who did the Wiki - I found the following website, which outlines black out dates for each property that are exceptions to guaranteed room availability. https://all.accor.com/gb/loyalty-program/bod.html

I'm now in the same position, following the (late) posting of a December stay. I should have four SNUs but only have three.

Presumably we're not the only two members affected, so perhaps AccorHotels Concierge would be kind enough to pass a message back to the relevant people at Accor?

Dear IMH,

Thanks for bringing the subject to my attention.
I have shared with the relevant teams. Nonetheless, you can still submit an individual request with our Customer Care so that each identical case can be analysed and solved.
I wish you all a nice day,
With my best regards,
Amy

Thank you Amy.

I will -- although I suspect I might regret doing so. ;)

Missing snu for 2019
 

I had the same problem for posting of stay in late december. Points posted January. Took my status points to 19000 for 2019 but no extra snu in the account.

Phoned customer care and after lot of explaining was told they would have to follow up with support.
Surprise surprise one day later extra snu on the account.

Have since tried to use them in sofitel berlin but the hotel has said they don't accept them yet.

Yet being sometime in the future 😘

Maelstrom - can you confirm that you were able to book the lowest category room, at the same price as a regular booking, and upgrade to a suite?

I haven't booked yet, so I'll need to get back to you on it, if I proceed with it.

I am a loyal customer to ALL for many years and I am quite pissed !

I have been Plat for over 3 years, Diamond for 2020 and ending 2019 with over 36 000 status points and over 20 k€ of yearly spends

I have been trying to use my SNU for a trip in Mauritius in May

Contacted a few days ago Angsana property that confirmed me they were not part of ALL any longer so not possible to use SNU ! All right...

Just spent 15 min on the phone with ALL customer line to enquire about So Sofitel (still in Mauritius)

1st feedback : can't be used there as this is considered as Dom Tom... ... ???!!! Mauritius is a country and not a French territory...

2nd feedback after having a quick geography class : still can't be used as none of the property in Eastern Africa countries are eligible to SNU use ???!!!

It is not specified at ALL on the different documents I have been able to find.

AccorHotels Concierge , Amy, could you help or do you confirm this is not available ?

If not, I'll clearly reconsider my plans for 2020. I have already 6 coming bookings that can be cancelled !
And I will withdraw ALL from my company travel policy

The way ALL program is getting implemented and loyal customers being rewarded with a Diamond tier that is not bringing much vs Plat and SNU that can't be used is clearly a shame !
I really don't get it !

Angsana is one of the brands on the (lengthy) exception list for the SNU:
https://all.accor.com/loyalty-progra...pdf-snu.en.pdf

I cannot find anything on the list that would explain either Mauritius, East Africa, or the So Sofitel Mauritius not offering the SNU.

I just used my two SNUs by calling through to the Australian Central Reservations line. It was a painless experience, as I double checked the "guaranteed availability blackout date" page against the rooms available to book online, so I was 99% sure there would be availability.

1. Fairmont Peace Hotel, Shanghai - price was RMB 100 (~A$20) higher than what the base level room price was, so a negligible difference.
Of interest, both the 1-bedroom suite and the 1-bedroom Gold Privileges Suite were available to use SNUs for - obviously the price for the Suite with Gold-lounge access was a higher price, even though the cash price for each of these suites is actually the same when booked online.

2. Raffles Shenzhen - price was considerably higher (RMB 350 [~A$75)]) higher than what the online available price for a base level room was. I plan to burn almost all my Rewards Points on this trip anyway, so I booked the flexible rate, which I believe will allow me to use the points while paying at the hotel. If I had booked the prepaid, non-flexible rate, I would not have been able to use Rewards Points (as per the T&Cs). I will confirm this with the hotel by email later.

Meanwhile the exceptions list has been amended and lengthened considerably. Almost all hotels in the Netherlands are now on the list, as are many in Germany. Many South American properties are now excluded, too. It basically means that SNUs cannot be used in most of Western Europe or South America. Extremely disappointing.

The list is now 6 countries and 53 hotels that do not participate.

And in reality, much more hotels don't want to apply the SNU (see my post above as an example...)

AccorHotels Concierge , are you able to support ?

Thanks

this is insane
it becomes ALL excluded
Amy who is the boss at Accor ?
Why the trumpets about ALL and it becomes NOTHING at ALL
There are people they spend a lot of money to become diamond based on a lot of promises !!
the same about platinium !
difference between gold an plat become zero
Meaby ACCOR wants ALL his clients to chance there loyalty .
greetings
cornelis