Your loyalty program may be changing, but the Fairmont experience is forever. Hear what our leaders have to say.
WHAT MATTERS TO MEMBERS
Q&A WITH SHARON COHEN
Thank you for taking the time to contact us with your questions and comments. Sharon Cohen, Vice President of Fairmont Brand, would like to personally respond to some of the items on your minds.
- In your opinion, what is the best aspect of the integration of Fairmont President’s Club with Le Club AccorHotels?
Aside from the tangible ability to earn and redeem Rewards Points, the global reach of the new program cannot be overstated. Through the years, many of our members told us they wished they had access to earning status with us in more locations. A few years ago, we added the ability for our members to earn stay credits at our sister hotel brands: Raffles and Swissôtel. Now with Le Club AccorHotels, we take this to the next level by offering even more luxury and upscale brands, such as Sofitel and MGallery, where members can earn status and redeem Rewards Points.
- I’m going to miss my e-certificates and guaranteed upgrades!
It’s true that while many of the program elements are similar, some elements such as e-certificates and guaranteed upgrades will no longer exist in their current form. You will have the opportunity to continue to use your current e-certificates up until their expiration date – if you received them this year, you will have until February 2019 to use them. As for upgrades, Le Club AccorHotels will give members the advantage of early online check-in on every stay, at which point you can request an upgrade – no e-certificates required! Gold and Platinum members will automatically receive upgrades upon availability on all their stays. The important thing to remember is that the Rewards Points you accumulate will add up more quickly than you might expect and you will have a great deal of flexibility to apply them for upgrades, stay discounts and a whole lot more.
- What are some of the unique features of Le Club AccorHotels that you think Fairmont President’s Club members will love?
The ability to earn and spend Rewards Points quickly and easily means members will actually earn more free nights faster than they have in the past. For Silver, Gold and Platinum members, the complimentary welcome drink upon arrival is a warm, inviting element that speaks to the welcoming hospitality of Le Club AccorHotels.
- Le Club AccorHotels is a huge program, what would you say to Fairmont President’s Club members who fear getting lost in the shuffle?
There is no question that our Fairmont President’s Club program was a more intimate and personal program. However, it is important to separate the loyalty program from the brand experience. The program is indeed evolving to a larger program, but the personalized service, the warm welcome, the stay experience at Fairmont Hotels will remain exactly as you have come to expect. Our loyalty program members will never “get lost in the shuffle” as we will continue to prepare for their arrival and cater to their needs as we have always done.
- For guests who are happy and comfortable with Fairmont’s style of luxury, are there any other AccorHotels brands we might find just as nice?
Members will be delighted once they start exploring… AccorHotels has hundreds of five-star luxury hotels and resorts in cities, islands and countrysides that we think you will adore. Just to name a few personal favorites: the Sofitel Legend The Grand Amsterdam in the Netherlands; Pullman Bunker Bay Resort in Australia; Victory House, MGallery in London; or SO/Sofitel Bangkok. I encourage you to explore our gallery for more inspiration.
- Is the loyalty program merger a first step to changes in the Fairmont brand? What is happening with Fairmont itself?
AccorHotels respects and recognizes the value of the Fairmont brand; hence the acquisition. The intention is not to change the brand which has been identified as highly valuable, but to strengthen it. With AccorHotels’ strength in development, we have multiple new hotels in the process of opening, such as Fairmont Century Plaza in Los Angeles, the Fairmont Austin in Texas and the new Fairmont Maldives; with many more to come. The talented colleagues we have always relied upon in our hotels to deliver the Fairmont experience remains unchanged. Our hiring practices, service training, and brand standards continue to be influenced by our core values that have influenced our brand for well over 100 years - that is not going away.
- We really enjoy the professional, warm and friendly service of the team in Loyalty Services. What will happen to this group? Will we get the same kind of service after integration into Le Club AccorHotels?
We’re very proud of the service we have offered our most important customers through our Loyalty Services team. They are an extremely passionate group of colleagues who will all continue to work for the organization as part of AccorHotels’ Guest Relations team. When you call the Le Club AccorHotels members’ line in the future, there is a great chance you will be connected with the same team members you’ve come to know through the years.
- How is your world different now that you are part of AccorHotels?
After more than 20 years working for the Fairmont brand – ten of which were spent heading up the Fairmont President’s Club program – things have certainly changed in my world! I have relocated from our office in Toronto to the AccorHotels headquarters in Paris. This has been an incredibly enriching move personally for me and my family. More importantly though, I have come to appreciate the strength of the AccorHotels organization, its passionate and innovative culture of hospitality, and the commitment they have to strengthening their guest experience across all business units and across all their brands. While I’m enjoying getting to know my new colleagues, I also greatly respect the fact that AccorHotels has retained much of the leadership talent who knows the Fairmont customer and understands their expectations.
A MESSAGE FROM ACCORHOTELS
“The world is expanding for members of Fairmont President’s Club. The privileges you’ve enjoyed at some 130 hotels will not only continue, but will be extended to you at nearly 500 luxury and upscale hotels. We hope you will enjoy exploring these outstanding new destinations.”
CEO, Luxury Brands
A MESSAGE FROM LE CLUB ACCORHOTELS
“My promise to you is that with your new Le Club AccorHotels membership, your stays and nights will go further to get you more free nights, faster, while you continue to enjoy the familiar Fairmont experiences you know and love.”
Senior Vice President, Loyalty