Questions & Answers

Naturally, you have questions about the changes to your loyalty programme. 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 circle@swissotel.com or call us at +1 506 877 3093 (International) or 1 877 232 7070 (Canada & USA).

GENERAL
  1. I love my membership in Swissôtel Circle. 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. Without Swissôtel Circle, will I lose the personal recognition I enjoy when I stay at Swissôtel?

    Absolutely not! The way you accumulate and spend rewards will change, but your Swissôtel experience is for always. As long as you keep coming back to a Swissôtel, we will continue to welcome you in the familiar and personalised style to which you are accustomed.

  3. 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.

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

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

STAYING & EARNING IN 2018
  1. Will the stays I have at Swissôtel, Raffles and Fairmont 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 recognised and rewarded. All stays with qualifying rate codes at Raffles, Fairmont and Swissôtel up to and including 1 July 2018 will be reflected in the new status you receive with Le Club AccorHotels on 2 July 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 Swissôtel, Raffles, or Fairmont between now and 1 July 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 Swissôtel Circle!) Otherwise, there is no need to sign up in advance. Members of Swissôtel Circle, Fairmont President’s Club and Raffles Ambassadors will be automatically moved to Le Club AccorHotels as of 2 July 2018 and your new status will reflect your current loyalty programme history, plus any qualifying stays at Swissôtel, Raffles or Fairmont up until 1 July 2018.

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

    Yes! Any qualifying stays incurred between 1 January 2018 and 1 July 2018 will be recognised within your Swissôtel Circle membership and matched to a new Le Club AccorHotels status in July 2018.

  4. I have a stay booked at a Sofitel hotel, an AccorHotels brand, in April 2018. Will this stay count toward my new status as a Le Club AccorHotels member when my Swissôtel Circle 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 Swissôtel Circle membership to determine your new status level.

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

    If you booked your stay through Swissotel.com or Swissôtel guest services, then you need not do a thing. Your new Le Club AccorHotels membership automatically comes into effect on 2 July 2018, so any qualifying stays at Swissôtel 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 Swissôtel in mid-July, which would bump me up to Elevà status in Swissôtel Circle. 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 Swissôtel Circle Zenit card when I stay at an AccorHotels hotel?

    Your Swissôtel Circle Zenit card will not track any stays at hotels other than Swissôtel, Raffles, or Fairmont. 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 Swissôtel Circle Zenit membership will automatically convert to a Le Club AccorHotels Platinum membership, the most elite tier in this award-winning programme, 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 Swissôtel, Raffles or Fairmont?

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

ADVANTAGE, PREMIER AND ZENIT AWARDS
  1. I have a number of Swissôtel Advantage Awards. Will I be able to use these after 2 July 2018?

    If you currently have Swissôtel Advantage Awards on your Swissôtel Circle profile, they will remain on your Le Club AccorHotels profile for one year from the date of issuance. You may use them at any Swissôtel at any time.

  2. Will I be able to use my Advantage Awards at any other AccorHotels properties?

    Advantage Awards are only valid at Swissôtel Hotels & Resorts.

  3. Will I be able to earn more Advantage Awards with Le Club AccorHotels?

    You may continue to earn Advantage Awards up until July 1, 2018. Once you become a member of Le Club AccorHotels on 2 July 2018, the Rewards Points you earn 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.

  4. How can I arrange an upgrade with no more Advantage Awards?

    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 Advantage Awards 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.

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

    When using Advantage Awards, 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 Advantage Awards you might have and limited to using them at Swissôtel 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.

  6. What will happen to the Premier or Zenit Awards I have in my Swissôtel Circle profile?

    Premier and Zenit Awards will be converted to Le Club AccorHotels Rewards Points as of 2 July 2018. Each Zenit Award will equal 40 000 Rewards Points and each Premier Award will equal 10 000 Rewards Points. As your journey with Le Club AccorHotels begins, you will be ready to start redeeming your new Rewards Points for luxury travel experiences or free nights immediately.

  7. If I redeem one of my Premier or Zenit Awards for a stay after 1 July 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 will not be eligible for Rewards and Status Points. For example, if your Premier Award provides you one complimentary night of a three night stay, you will earn Rewards and Status Points on the two nights for which you pay, but not the complimentary night covered by the Premier Award.

  8. I am only one night away from qualifying as an Elevà member and receiving a certified Premier Award - why do I no longer have the opportunity to benefit from this certificate?

    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 Swissôtel Circle programme. You will earn Rewards Points and Status Points commensurate with your earning history, which 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.

MEMBERSHIP CONVERSION
  1. When will you transfer my Swissôtel 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 Swissôtel Circle programme.

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

    At the time of integration, your Zenit status in Swissôtel Circle will be replaced with Platinum status in Le Club AccorHotels, the most elite tier in this award-winning programme. Your new Platinum status will be valid until December 2019. If your current Swissôtel status is set for expiry on any date between January – June 2020, your new Le Club AccorHotels Platinum status (effective 2 July 2018) will remain valid until December 2020.

  3. 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.

  4. Will my new status in Le Club AccorHotels be valid until January 2019?

    The Le Club AccorHotels membership programme renews each year on 1 January. As a gesture of goodwill to our transitioning members, your new status with Le Club AccorHotels will be valid until 31 December 2019. If your current Swissôtel status is set for expiry on any date between January – June 2020, your new Le Club AccorHotels status (effective 2 July 2018) will remain valid until December 2020.

  5. What are the status levels of Le Club AccorHotels and how do they match up to Swissôtel Circle?

    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.

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

    Swissôtel Circle members who achieve Zenit status on or before 1 July 2018 will automatically receive Platinum status with Le Club AccorHotels in July. If you have not achieved Platinum status by 1 January 2018 but you go on to have sufficient qualifying stays by 1 July 2018 to achieve Platinum level in Swissôtel Circle, then you will be matched to Platinum with Le Club AccorHotels in July.

  7. As an Inizia Lifetime member, why am I set to receive Classic status in July while my colleague who is also Inizia Lifetime will get Silver status?

    You still have time! Inizia Lifetime members with no qualifying stays in 2017 or 2018 will receive a Classic membership status with Le Club AccorHotels as of 2 July 2018. All it takes to ensure Silver status with Le Club AccorHotels in July is one qualifying stay with Swissôtel, Fairmont or Raffles between now and 1 July 2018.

  8. I am a Zenit member and my spouse enjoys the same benefits as my Zenit Partner. Will we both continue to enjoy membership privileges in Le Club AccorHotels?

    Yes. As a gesture of goodwill to our loyal members through this transition, we are extending benefits to Zenit Partners for a limited time. This means that as of 2 July 2018, both you and your partner will receive Le Club AccorHotels Platinum valid until December 2019.

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

    Yes! Our sister brands, Raffles and Fairmont, are part of the Le Club AccorHotels family and their loyalty programmes 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 is available 24 hours a day, 7 days a week.

  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 journeys via 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 programme 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 programme 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 programme.

  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 Advantage, Premier or Zenit Awards, yet the points you earn on each stay will allow you to access more free nights and discounts faster. This chart summarises the new benefits you will receive through Le Club AccorHotels - you will see that most of the privileges you currently receive with Swissôtel Circle 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.

AIRLINE MILES
  1. Will I continue to earn miles with Swissôtel Circle airline partners?

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

  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 British Airways, Lufthansa, Qatar Airways Privilege Club, Air France KLM, Cathay Pacific, Air Canada, Delta Air Lines, Emirates, Etihad, Jet Airways, Thai Airways and Virgin Australia.