Questions & Answers

Naturally, you have questions about the changes to your loyalty program. We have assembled the following Q&A to help answer some of the concerns you may have. If you have a question that you do not see addressed here, our colleagues will be happy to assist; please feel free to contact us by email at fpcguestservices@fairmont.com or call us at 1 877 232 7070 (Canada & USA), or +1 506 877 3093 (International).

GENERAL
  1. I love my membership in Fairmont President’s Club. Why change?

    And we love having you as a member! We are confident you will be delighted by what is in store for you as a Le Club AccorHotels member. First of all, one of the most common refrains we hear from members is a desire to earn more rewards in more locations around the world. Le Club AccorHotels delivers that advantage with 3,400 hotels in almost 100 countries. We think you will especially enjoy some 500 luxury hotels, including the brands of Sofitel, MGallery and Pullman. Furthermore, the powerful points-earning capacity of Le Club AccorHotels and its advanced online and mobile technology make it simple and easy to earn and redeem rewards, faster and more often.

  2. I already have a Le Club AccorHotels card. Is there anything I should do in advance of July?

    It would be a good idea to ensure you have the same name and contact information on both your accounts. This will help ensure the transition of your membership goes smoothly.

  3. Can I decline to become a LeClub AccorHotels member?

    We do hope you will move to our new loyalty program with us and we are endeavouring to make that process as seamless as possible for you. However, if you would prefer that your Fairmont President’s Club membership is canceled as of July 2, 2018 rather than merging into Le Club AccorHotels, please feel free to contact us directly at 1 877 232 7070 (Canada & USA) or +1 506 877 3093 (International).

STAYING & EARNING IN 2018
  1. Will the stays I have at Fairmont, Swissôtel and Raffles between now and July count toward the status I receive with Le Club AccorHotels?

    Yes! Please continue to book your stays with confidence, knowing that your loyalty will be recognized and rewarded. All stays with qualifying rate codes at Raffles, Fairmont and Swissôtel up to and including July 1, 2018 will be reflected in the new status you receive with Le Club AccorHotels on July 2, 2018.

  2. Should I sign up for a Le Club AccorHotels account in advance of the transition?

    If you plan to stay at an AccorHotels property other than a Fairmont, Raffles or Swissôtel, between now and July 1, 2018, then you may wish to sign up for a Le Club AccorHotels account to ensure you receive loyalty recognition for those stays. (Do ensure you sign up with the same name and contact information as you have with Fairmont President’s Club!) Otherwise, there is no need to sign up in advance. Members of Fairmont President’s Club, Swissôtel Circle and Raffles Ambassadors will be automatically moved to Le Club AccorHotels as of July 2, 2018 and your new status will reflect your current loyalty program history, plus any qualifying stays at Fairmont, Raffles or Swissôtel up until July 1, 2018.

  3. I have a stay booked at a Fairmont hotel in June 2018. Will this count toward my new status with Le Club AccorHotels in July?

    Yes! Any qualifying stays incurred between January 1, 2018 and July 1, 2018 will be recognized within your Fairmont President’s Club membership and matched to a new Le Club AccorHotels status in July 2018.

  4. I have a stay booked at a Sofitel hotel in April 2018. Will this stay count toward my new status as a Le Club AccorHotels member when my Fairmont President’s Club membership changes over in July 2018?

    Yes, as long as you hold a Le Club AccorHotels membership at the time of your stay. As of July 2018, any status you have accumulated in Le Club AccorHotels will be combined with your Fairmont President’s Club membership to determine your new status level.

  5. I have a stay booked at a Fairmont hotel in August 2018. What should I do to ensure this stay will be reflected in my new loyalty program?

    If you booked your stay through Fairmont.com or Fairmont guest services, then you need not do a thing. Your new Le Club AccorHotels membership automatically comes into effect on July 2, 2018, so any qualifying stays at Fairmont hotels after that date will apply to your Le Club AccorHotels account. Keep in mind, bookings made through third-party travel websites outside the AccorHotels system do not allow you to earn points on your stays. 

  6. I planned to stay at a Fairmont hotel in mid-July, which would upgrade me up to Premier status in Fairmont President’s Club. What will happen to my status since I will be a member of Le Club AccorHotels by that time?

    Your stay in July will earn you a combination of Rewards Points and Status Points. If the Status Points or your overall number of nights are sufficient to bump you up to the next level in Le Club AccorHotels, you will certainly be awarded with a new status following your stay. You might also check this chart to see what status level you can expect to receive in Le Club AccorHotels as of July 2018.

  7. Should I present my Fairmont President’s Club Platinum card when I stay at an AccorHotels hotel?

    Your Fairmont President’s Club Platinum card will not track any stays at hotels other than Raffles, Fairmont or Swissôtel. If you stay at an AccorHotels hotel other than these three brands prior to July 2018, and you do not already have a Le Club AccorHotels membership, you may wish to sign up for one now (using the same name and contact details) in order to earn points on your stay. In July 2018, your Fairmont President’s Club Platinum membership will automatically convert to a Le Club AccorHotels Platinum membership, and any Rewards Points or Status Points you’ve already earned will be amalgamated in your account.

  8. I already have a Le Club AccorHotels card. Do I need to present it now when I stay with Fairmont, Raffles or Swissôtel?

    Not yet – but soon! From now until July 1, 2018, Fairmont President’s Club continues to operate as usual, so you may continue to use your Fairmont President’s Club membership information for tracking your stays with Raffles, Fairmont or Swissôtel. Once the loyalty programs of these three hotel brands are integrated with Le Club AccorHotels on July 2, 2018, then you will be able to use your Le Club AccorHotels card whenever you stay with us.

  9. Will my spending at restaurants and spas during my Fairmont stays carry over to my new Le Club AccorHotels account?   

    While the stays and nights in your Fairmont President’s Club profile will be transferred to your Le Club AccorHotels account in July, the on-property spending activity will not be carried over. Once your Le Club AccorHotels membership begins, you will earn Rewards Points on every €10 you spend during future stays.

    Keep in mind that Fairmont President’s Club will be business as usual right up to and including July 1, 2018. Any on-property spending during your stays up to this date will continue to count toward a status upgrade in Fairmont President’s Club. This would in turn boost the status you receive in Le Club AccorHotels as of July 2, 2018.

E-CERTIFICATES
  1. I have a number of Fairmont e-certificates. Will I be able to use these once my membership moves to Le Club AccorHotels? What about the new e-certificates I receive in March?

    Fairmont e-certificates must be used by their expiry date. All Fairmont e-certificates issued in 2018 will be valid for use at all participating Fairmont Hotels & Resorts until February 28, 2019.

  2. Will I be able to earn more e-certificates with Le Club AccorHotels?

    While Fairmont President’s Club rewarded you with e-certificates, Le Club AccorHotels features a powerful points-earning structure. With a Le Club AccorHotels membership, your stays and nights will earn you more free nights and discounts faster, while allowing you to continue to enjoy the familiar Fairmont experiences you know and love.

  3. Will I be able to use my e-certificates at any other AccorHotels properties?

    Fairmont e-certificates are only valid at Fairmont Hotels & Resorts.

  4. Why can’t I use my e-certificates at other AccorHotels properties?

    Fairmont e-certificates are only designed to be recognized and redeemed at Fairmont properties. Fortunately, the Rewards Points that you will begin to earn with Le Club AccorHotels as of July 2, 2018, can be used for stays and discounts at all of the participating AccorHotels properties in the program, anytime you wish.

  5. Will I still be able to get guaranteed upgrades on my reservations once my membership changes to Le Club AccorHotels?

    While elite Fairmont President’s Club members receive annual e-certificates to use for room and suite upgrades, Gold and Platinum members of Le Club AccorHotels receive an automatic upgrade to the next best room or room category available, with every single stay – subject only to availability at the time of check-in. No e-certificates required! Le Club AccorHotels members may also check-in online up to a day before arrival. The full list of benefits available to Le Club AccorHotels members can be found here. (Note that Fairmont Gold rooms are excluded from automatic upgrades).

  6. That doesn’t sound like a guarantee…?

    When using upgrade e-certificates, you receive a guarantee of an upgrade at the time of booking. However, that booking is still subject to the availability of rooms to which we can upgrade you. You are also limited by how many upgrade e-certificates you might have and limited to using them at Fairmont hotels only. Once you are a member of Le Club AccorHotels, your Gold or Platinum status will give you unlimited upgrade potential at all eligible AccorHotels properties, only subject to what rooms are available at the time of check-in. If you check-in online (up to a day in advance), your upgrade will be guaranteed before you arrive.

  7. With Le Club AccorHotels, will there be an equivalent to the Food & Beverage e-certificate?

    The Rewards Points you earn with Le Club AccorHotels may be redeemed for food and beverage during your stay, free nights, discounts on stays, shopping in our La Collection boutique, or used toward Dream Stays, Elite Experiences or purchases with any of our partners, including more than 20 airlines. All you need is a minimum of 2,000 Rewards Points (equivalent to €40) to start spending.

  8. If I redeem one of my Fairmont President’s Club e-certificates for a stay after July 1, 2018, will I earn points on that stay?

    Rewards Points and Status Points can only be earned on the portion of your stay for which you pay. The portion of your stay that is redeemed as a reward with an e-certificate, will not be eligible for Rewards and Status Points. For example, if your e-certificate provides you a third night free, you will earn Rewards and Status Points on the first two nights for which you pay, but not the third night covered by the e-certificate.

  9. Where can I keep track of my e-certificates after July 1, 2018? Will they appear in my Le Club AccorHotels online account?

    Yes, a new online area will be made available for tracking your e-certificates.

  10. Will black-out dates still apply to my Fairmont President’s Club e-certificates once I become a member of Le Club AccorHotels?

    Yes, you will be able to check the eligibility of dates for using your e-certificates via your online member profile.

MEMBERSHIP CONVERSION
  1. When will you transfer my Fairmont stays to a new account with Le Club AccorHotels?

    In July 2018, a new account in Le Club AccorHotels will be opened for you, reflecting the number of nights you have stayed in 2018 within your Fairmont President’s Club program.

  2. Will I get to keep my current status once my membership moves to Le Club AccorHotels?

    Your status in Fairmont President’s Club at the time of integration will be matched to a new status in Le Club AccorHotels according to this chart, valid until December 31, 2019.

  3. As I have already qualified for my 2018 status, will I need to requalify again by December 2019?

    The Le Club AccorHotels status you receive on July 2, 2018 will continue to be valid until December 31, 2019. To keep your status for the 2020 membership year, you will need to earn enough Status Points or qualifying nights during the 2019 calendar year.

  4. How will my new status in Le Club AccorHotels be determined? Is there a formula?

    Yes! You can see exactly how we will determine your new status here.

  5. Will my new status in Le Club AccorHotels be valid until February 2019?

    The Le Club AccorHotels membership program renews each year on January 1. As a gesture of goodwill to our transitioning members, your new status with Le Club AccorHotels will be valid until December 31, 2019.

  6. What are the status levels of Le Club AccorHotels and how do they match up to Fairmont President’s Club?

    The status levels of Le Club AccorHotels are Classic, Silver, Gold and Platinum. You can view a table that demonstrates how status levels will be matched here.

  7. How can I make sure I qualify for Le Club AccorHotels Platinum status in July?

    Fairmont President’s Club members who achieve Platinum status on our usual program renewal date of March 1, 2018 will automatically receive Platinum status with Le Club AccorHotels in July. If you have not achieved Platinum status by March 1, 2018 but you go on to have sufficient qualifying stays between March and July 1, 2018 to upgrade up your status in Fairmont President’s Club to Platinum level, then you will be matched to Platinum with Le Club AccorHotels in July.

  8. Will my Le Club AccorHotels status be matched to the Fairmont President’s Club status I receive when my membership renews on March 1 or will it be matched to my final status as of July 1?

    The status you receive in the Le Club AccorHotels program will be matched to the final status you have in Fairmont President’s Club as of July 1, 2018. For most members, this will be the same status you receive in March. However, many members will take the opportunity to achieve a status upgrade prior to the membership transition. As long as an upgrade is confirmed on or before July 1, this new higher status will be used for matching to a Le Club AccorHotels account.

THE FAIRMONT EXPERIENCE
  1. Without Fairmont President’s Club, will I lose the personal recognition I enjoy when I stay at Fairmont?

    Absolutely not! The way you accumulate and spend rewards will change, but your Fairmont experience is forever. The guest preferences on your Fairmont President’s Club profile will be moved to your new profile with Le Club AccorHotels. As long as you keep coming back to a Fairmont hotel, we will continue to welcome you in the familiar and personalized style to which you are accustomed.

  2. Will I still receive my favorite membership perks, such as delivery of Fairmont Fit?

    Yes! As a Le Club AccorHotels member, you will continue to enjoy Fairmont Fit and many other Fairmont-specific benefits whenever you stay with Fairmont hotels. A complete list of these benefits can be found here.

  3. Can I get Fairmont Fit when I stay at other AccorHotels properties?

    Fairmont Fit is a benefit specific to Fairmont hotels. However, many other AccorHotels brands, such as Sofitel, MGallery and Pullman, offer unique on-property benefits along with their own fitness amenities to members of Le Club AccorHotels.

LE CLUB ACCORHOTELS PROGRAM
  1. Will I still be able to earn rewards through my stays with Raffles Hotels & Resorts and Swissôtel Hotels & Resorts?

    Yes! Our sister brands, Raffles and Swissôtel, are part of the Le Club AccorHotels family and their loyalty programs are also being integrated.

  2. Will I find the same level of luxury and amenities within AccorHotels?

    AccorHotels has established itself as a leader in the global luxury hotel market with a dedicated portfolio that includes many of the world’s most prestigious luxury brands. All of the wonderful comforts and qualities you have come to know and love at Raffles, Fairmont and Swissôtel continue to exist under the umbrella of AccorHotels. With your new Le Club AccorHotels membership, you may enjoy exploring more of AccorHotels’ luxury and upscale brands, such as Sofitel, Sofitel Legend, SO/ Sofitel, MGallery and Pullman.

  3. Does Le Club AccorHotels offer a dedicated customer service line for members?

    Yes, Le Club AccorHotels’ Customer Care line is available to members 24 hours a day, 7 days a week at +1 8778 561 464.

  4. What are some of the unique benefits of Le Club AccorHotels?

    Le Club AccorHotels features a powerful points-earning structure that allows members to accumulate rewards with ease and transparency. Members enjoy advantages and tailor-made services at every stage of their journey via their accounts on Accorhotels.com and through the AccorHotels mobile app. Welcome drinks, late checkouts and exclusive rates are just a few of the privileges extended to elite members of Le Club AccorHotels. Even at the Classic level, members benefit from free Wi-Fi and access to special booking rates. The program continues to evolve with innovative member benefits, such as the recent introduction of flight and hotel packages and access to local amenities.

  5. Will my new Le Club AccorHotels card be valid at all AccorHotels properties?

    The Le Club AccorHotels program includes some 3,400 hotels in almost 100 countries, with the hotels of Sofitel, Pullman, MGallery, Novotel, Grand Mercure, Thalassa sea & spa and many more. As of July 2018, all Raffles, Fairmont and Swissôtel properties will also be included in the Le Club AccorHotels program.

  6. Where can I see all the changes to my benefits?

    The biggest change will be the way in which you accumulate and spend rewards – you will no longer earn e-certificates, yet the points you earn on each stay will allow you to access more free nights and discounts faster. This chart summarizes the new benefits you will receive through Le Club AccorHotels - you will notice that many of the privileges you currently receive with Fairmont President’s Club will continue. We hope you will find that Le Club AccorHotels’ powerful points-earning structure will be beneficial to you and inspire your travels with a whole new world of wonderful hotels eager to make you feel welcome.

  7. How many points will I earn with each stay with a Le Club AccorHotels membership?

    The amount of points you earn depends on your status level, the hotel where you choose to stay and what you spend during your stay. A rewards calculator may be found here.

  8. What is the difference between “Collections by Le Club AccorHotels” and “La Collection by Le Club AccorHotels”?

    Collections by Le Club AccorHotels may be thought of as an online shopping mall offering access to more than 500 major online retailers such as Saks Fifth Avenue, Nike and Apple (choices vary by region). Upon entering the Collections site, members choose where they’d like to shop and are transferred to the merchants’ own websites where they may shop and pay for items directly. Every purchase made via the Collections portal will earn Le Club AccorHotels Rewards Points for the member on a $1 = 1 Rewards Point basis.

    La Collection by Le Club AccorHotels is more like an exclusive boutique. Here members may browse through a uniquely curated selection of more than 700 items from popular luxury brands such as Birks, Michael Kors, L’Occitane and more. La Collection gives members the option to spend their Rewards Points on a purchase or pay with a credit card and earn Rewards Points. Members may also choose to pay for items of La Collection with a combination of Rewards Points and money – allowing them to spend and earn at the same time!

AIRLINE MILES
  1. Will I continue to earn miles with Fairmont President’s Club airline partners?

    You will earn Le Club AccorHotels Rewards Points that you can choose to apply to a frequent flyer program or one of our many other partner programs. 

  2. What airlines does Le Club AccorHotels partner with?

    Le Club AccorHotels is continuously adding new partners and evolving to meet the needs of members. Currently, we partner with more than 20 different airlines around the world, including Aeroplan (Air Canada), Delta Air Lines, British Airways, Qatar Airways Privilege Club, Air France KLM, Cathay Pacific, Emirates, Etihad, Jet Airways, Lufthansa, Thai Airways and Virgin Australia.

BONUS E-CERTIFICATES
  1. Who will receive bonus e-certificates?

    Premier and Platinum members will receive a bonus set of Fairmont President’s Club e-certificates in July. All you need to do is have two qualifying stays with Fairmont, Raffles or Swissôtel between January 1 and July 1, 2018.

  2. Why won’t Club members receive the bonus e-certificates?

    Fairmont President’s Club e-certificates are benefits of the Premier and Platinum membership levels only.

  3. My status is currently Premier but my new stays this year will bump me up to Platinum before the end of June. Will I receive a new set of Platinum e-certificates plus the bonus e-certificates in July?

    Congratulations on achieving Platinum! You will receive your usual set of Premier e-certificates in March, followed by a new set of Platinum e-certificates upon your status upgrade prior to July 1. This means that you will receive two full sets of e-certificates this year and therefore will not receive a third set of bonus e-certificates. The best news is that your new Platinum status in Fairmont President’s Club means you will be granted Platinum status in Le Club AccorHotels as of July 2, 2018 – the highest tier in this award-winning program.

  4. Is there any way I could collect three or more sets of e-certificates before Fairmont President’s Club ends?

    Premier and Platinum members are eligible to receive a maximum of two sets of e-certificates this year – the annual set upon membership renewal in March; and EITHER another set upon upgrading from Premier to Platinum; OR a bonus set in July upon achieving two qualifying stays.

  5. What are qualifying stays?

    When you book your stay through Fairmont.com or Fairmont guest services, you will most likely receive a rate that will qualify toward your member status or bonus e-certificates. You can certainly confirm this with a Fairmont representative when you make your booking. Qualifying rates are determined by Fairmont in its sole discretion and can be deemed non-qualifying at any given time without prior notice. If you have any doubt, please confirm with Fairmont guest services or upon the time of check-in.

  6. What kind of stays would not qualify?

    Stays that are complimentary or booked through any third-party travel booking sites are not considered qualifying stays. There are also a few special deeply discounted rates that will not count toward member status or bonus certificates. Travel industry rates (including but not limited to airline crew rates, travel agent rates and tour group escort rates) are not considered as qualifying. None of these types of bookings and stays will contribute to your member status nor qualify toward bonus e-certificates.

  7. I’ve already booked a Fairmont stay for this spring. How can I check to see if it’s a qualifying stay?

    We can certainly confirm this for you. Feel free to contact us at by email at fpcguestservices@fairmont.com or call us at 1 877 232 7070 (Canada & USA), or +1 506 877 3093 (International).

  8. If I make a booking before July 1, 2018 but the stay itself will not occur until later in the year, will this contribute to my bonus e-certificate eligibility?

    To qualify for the bonus e-certificates, the actual stays – not just bookings - must be completed between January 1 and July 1, 2018.

  9. When will the bonus e-certificates expire?

    All e-certificates issued this year, including those issued in March and July, will be valid until February 28, 2019.

  10. What are the full terms and conditions of the bonus e-certificates?

    All Fairmont President’s Club e-certificates issued in 2018 will be valid until February 28, 2019.  To receive a bonus set of e-certificates, two stays must be actualized between January 1 and July 1, 2018 on qualifying rates with Fairmont, Raffles, and/or Swissotel.

    Qualifying rates are determined by Fairmont in its sole discretion and can be deemed non-qualifying at any given time without prior notice. Travel-industry rates (including, but not limited to airline crew rates, travel agent rates and tour group escort rates) or other deeply discounted rates will not be considered qualifying rates toward member status or bonus e-certificates. Complimentary or barter room stays or any stays booked through any third party online travel channel website are considered as not qualifying and will not be eligible for credit.

    Bonus e-certificates will not be granted to members who achieve a higher tier status between March 1 – July 1, 2018.   These members will receive the e-certificates associated with their higher tier status.  For example, if a Premier member’s status changes on April 15 to Platinum, they will immediately receive their new Platinum tier e-certificates.  They will not receive any additional e-certificates in July.

    Bonus e-certificates will be appended to online profiles on/after July 2, 2018. Please allow 7 – 10 days for them to appear on your account.Standard e-certificate terms and conditions apply.  For complete Terms & Conditions please visit fairmont.com/fpc/terms-and-conditions.