A LoyaltyLobby reader sent us a question regarding Accor Live Limitless (ALL) SNU’s that Platinum, Diamond, and Limitless members receive yearly.

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You can access Accor’s page for Suite Night Upgrades here.

READ MORE: Accor ALL Rate & Bonus Points And Miles Promotions

Here’s the email from the reader:

I have accrued 3 suite upgrades with my Platinum status, hoping to book and use these at the Pullman St Pancras in London I contacted ALL reservations to be told that the only hotel in London who currently honour this so called loyalty reward is the Savoy. It was no surprise to find out the the cost for this 2 night stay was circa £900! What’s the point in this “reward” if I’m priced out in the first place

Any others complained of this? I’m awaiting a reply from Accor.

Here’s Accor ALL PDF with all the current exclusions:

Download (PDF, 1.38MB)

Here’s Accor’s instructions to use SNU’s:

One of the great new benefits of Platinum and Diamond status with ALL – Accor Live Limitless is a confirmed upgrade to a suite.

1. Each Suite Night Upgrade is valid for a one-night confirmed upgrade to a suite at participating hotels, for a room booked in advance.

2. You earn 2 Suite Night Upgrades from 14,000 status points or 60 nights. For every additional 4,000 Status points earned, you get an additional Suite Night Upgrade (limited to 12 Suite Night Upgrades per year).

3. Ready for an upgrade? Call our reservation office to book your Suite Night Upgrade.

To see the list of hotels that do not offer this benefit, click here.

The issue with these “Limitless” Suite Night Upgrade is that their usage is rather limited considering:

1. Most of the brands are excluded

2. Countries, where Accor has the greatest number of hotels, are excluded including the entire France

3. Individual hotels can opt-out

4. They are not available on most discounted rates

You cannot just book a rate online and then to call in the upgrade. You first figure out if the hotel is participating and then what rates are eligible for upgrades and then if upgrade inventory exists.

This is way too complicated and wastes everyone’s time (and we all know how competent Accor’s customer service is).

Conclusion

These SNU’s have been poorly designed, launched, and communicated. It would be easier to list the hotels where they are available, considering that the majority of the brands and hotels are excluded.

I would say that they are only worthwhile for stays in Asia-Pacific, and only if the hotel has reasonable eligible rates loaded.

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