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 raguestservices@raffles.com or call us at +1 506 877 3093 (International) or 1 877 232 7070 (Canada & USA).

GENERAL
  1. I love being a Raffles Ambassador. Why change?

    We have certainly love having you as a Raffles Ambassador. We are confident you will be delighted by what is in store for you as a Le Club AccorHotels Platinum member, the most elite tier in this award-winning programme. Your travel and reward horizons will significantly expand with Le Club AccorHotels’ access to 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 points-earning capacity of Le Club AccorHotels and its advanced online and mobile technology make it simple and easy to earn and redeem rewards.

  2. Without the Raffles Ambassador programme, will I lose the personal recognition I enjoy when I stay at Raffles?

    Absolutely not. The opportunity to accumulate and spend rewards will be new, but your Raffles experience is everlasting. For as long as you return to Raffles, we will continue to welcome you as part of our family, in the manner to which you are accustomed.

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

    It would be wise 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 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 Raffles, Fairmont and Swissôtel between now and July count toward the status I receive with Le Club AccorHotels?

    Absolutely. 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 from now and up to and including 1 July 2018 will be reflected in your account 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 Raffles, Fairmont or Swissôtel, between now and 1 July 2018, then you may wish to sign up for a Le Club AccorHotels account to ensure you receive Rewards and Status Points for those stays. (Do ensure you sign up with the same name and contact information as you have on file with Raffles.) Otherwise, there is no need to sign up in advance. As a Raffles Ambassador, your membership will be automatically moved to Le Club AccorHotels as of 2 July 2018, where you will receive Platinum status, the most elite tier in this award-winning programme.

  3. I have a stay booked at a Raffles hotel 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 Raffles.com or Raffles 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 Raffles 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. 

  4. Should I present my Raffles Ambassador card when I stay at an AccorHotels hotel?

    Your Raffles Ambassador 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, you will automatically receive a Le Club AccorHotels Platinum membership and any Rewards Points or Status Points you’ve already earned will be amalgamated in your account.

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

    Not yet – but soon. From now until 1 July 2018, your Raffles Ambassador programme continues to operate as usual. You may continue to use your Raffles Ambassador membership information for tracking your stays with Raffles, Fairmont or Swissôtel until this date. 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 new Le Club AccorHotels card whenever you stay with us.

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

    On 2 July 2018, a new Platinum account in Le Club AccorHotels will be opened for you, reflecting the number of nights you have stayed in 2018 within your Raffles Ambassador programme.

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

    On 2 July 2018, your Raffles Ambassador status will be replaced by 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. Rest assured however, that as long as you return to Raffles we will continue to welcome you as part of our family, in the manner to which you are accustomed.

  3. What will happen to my Platinum status after December 2019?

    If you achieve sufficient Status Points during 2019 then your Platinum membership with Le Club AccorHotels will continue through 2020. Every stay and spend at a qualifying AccorHotels property provides members with opportunities to earn, redeem and achieve higher tier status easily. You can see the Status level thresholds here, along with a calculator to sample how your favourite stays will quickly add up with a membership in Le Club AccorHotels.

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

    Absolutely. Our sister brands, Fairmont and Swissôtel, are part of the Le Club AccorHotels family and their loyalty programmes will be integrated at the same time.

  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 Platinum 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?

    Absolutely. 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 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 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. This chart summarises the new benefits you will receive through Le Club AccorHotels - you will see that most of the privileges you currently receive as a Raffles Ambassador 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 number of points you will earn is determined by your Platinum status, 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 Raffles’ 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.

BONUS REWARDS POINTS
  1. Who will receive the bonus Rewards Points?

    All Raffles Ambassadors are eligible to receive the bonus of 1000 Le Club AccorHotels Rewards Points. All you need is one qualifying stay with Raffles between 1 January and 1 July 2018.

  2. Could I collect 2000 Bonus Rewards Points, if I have two stays?

    This is a “one time only” offer – a maximum of one bonus of 1000 Le Club AccorHotels Rewards Points will be awarded per Raffles Ambassador.

  3. What are qualifying stays?

    When you book your stay through raffles.com or Raffles guest services, you will most likely receive a rate that will qualify toward bonus Rewards Points. If you have any doubt, please confirm with Raffles guest services.

  4. 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 bonus Rewards Points. 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 Rewards Points.

  5. Would stays at other Le Club AccorHotels properties earn me the bonus Rewards Points?

    As a current Raffles Ambassador, only stays at Raffles properties are qualifying stays for this special promotion.

  6. I’ve already booked a Raffles stay for May. 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 raguestservices@raffles.com  or call us with your enquiries at +1 506 877 3093 (International) or 1 877 232 7070 (Canada & USA).

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

    To qualify for the bonus Rewards Points, one actual stay – not just the booking - must be completed between 1 January and 1 July 2018.

  8. I’ve already had one qualifying stay at Raffles this year, does that mean I will receive the bonus Rewards Points?

    Yes, congratulations and thank you for your loyalty!

  9. When will you transfer my Raffles Ambassador stays to a new account with Le Club AccorHotels?

    On 2 July 2018, a new Platinum account in Le Club AccorHotels will be opened for you, reflecting the number of nights you have stayed in 2018 within your Raffles Ambassador programme.

  10. Can I start spending these bonus Rewards Points right away in July?

    As soon as you have accrued 2000 Rewards Points in your account, you may start redeeming them.

  11. How long will it take me to earn another 1000 Rewards Points?

    Once you are a member of Le Club AccorHotels, you will find it very easy to quickly and efficiently accrue more Rewards Points. Stays at luxury and upscale brands such as Raffles, Sofitel, Fairmont, MGallery, Swissôtel and Pullman, will earn you the highest rate of Rewards Points among all the properties in the Le Club AccorHotels world. Our Rewards Points Calculator will demonstrate how easy it will be for you to earn substantial points on future stays from July 2, 2018 onward.

    You will also be able to earn Rewards Points by shopping at “Collections by Le Club AccorHotels”, purchasing items from the online boutique “Le Collections”, and by connecting your frequent flyer programme or one of Le Club AccorHotels’ many other partner programmes – more information here.

  12. When will the bonus Rewards Points expire?

    As long as you continue to have at least one qualifying stay per year, Rewards Points will never expire and are valid for life.

  13. What can I do with these Rewards Points?

    As soon as you have 2000 Rewards Points in your account, you may exchange these for €40 off a future stay at any property within the Le Club AccorHotels programme. Or allow your Rewards Points to accrue for fabulous luxury vacations and shopping experiences. Visit this page to find inspiration for redeeming your Rewards Points, such as Dream Stays and Elite Experiences; shopping at the online boutique “La Collection”, or simply and easily applying credit to your next stay.

  14. What are the full terms and conditions of the bonus Rewards Points?

    This is a “one time only” offer – a maximum of one bonus of 1000 Le Club AccorHotels Rewards Points will be awarded per Raffles Ambassador. To receive bonus Rewards Points, one stay at a participating Raffles property must be actualized between 1 January and 1 July 2018 on a qualifying rate.  This offer is retroactive to 1 January 2018. Qualifying rates are determined by Raffles in its sole discretion and can be deemed non-eligible 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. Complimentary or barter room stays or any stays booked through any third party online travel channel website are not considered as eligible. All bonus Rewards Points will be appended to online profiles on or after 2 July 2018.