General Conditions of Use
General Conditions of Use
Dorsett - Your Rewards (hereinafter referred to as the “Program”) is a loyalty program designed to reward guests for staying at a Dorsett or d.Collection hotels participating in the Program as set out in Appendix 1 (the “Participating Hotels”) under Dorsett Hospitality International Limited and its subsidiaries, associated companies and affiliates (“Dorsett”). The following terms and conditions are intended to protect guests who successfully enrol in the Program (“Members” and “Membership” shall be construed accordingly). Should you require further clarification, please do not hesitate to contact our Program Administrator at email@example.com or log on to www.dorsett-yourrewards.com (hereinafter referred to as the “Program Website”).
A guest may join the Program in any one of the following ways:
By participating in the Program and taking advantage of its benefits, you agree that:
Members must accept this General Conditions of Use, the Personal Information Collection Statement and the Personal Data Privacy Statement and Security Policy on the Program Website , either online or at the hotel.
Once accepted, Member will benefit fully from all the Program services, including access to the different functions of the Program Website (such as accessing the Program, checking his/her Membership account, redeeming points earned under the Program (“Program Points”), etc.).
The Program Membership is only open to individuals resident in the countries in which the Program is permitted to operate by law.
An “Eligible Stay” refers to a stay by a Member when:
An Eligible Stay allows a Member to earn Program Points and accumulate room nights (“Eligible Nights”) for earning one of the status levels under the Program (hereinafter referred to as the “Member Status”) to enjoy the many different benefits and privileges under the different status levels.
An Eligible Stay is not bound by the means of payment i.e. regardless of who the room is paid by or how the room is paid for, as long as the Member actually stays in any of the Participating Hotels that will be deemed Eligible Stay.
Member can collect Program Points and Eligible Nights for up to three rooms, including the room Member is staying in or stayed in plus a maximum of two additional rooms that are/ were occupied by other parties provided that (i) Member has/ had made these room reservations; (ii) Member is staying/ stayed in another room in the same Participating Hotel during the same period; and (iii) that the additional room(s) is /are/ was/ were not occupied by another Member.
In the event the expenses related to the Eligible Stay are/ were partly paid by cash and partly redeemed by Program Points, only the part that is paid by cash will be eligible for Program Points.
Only stays booked at Eligible Rates via an authorized Dorsett distribution channel are entitled to earn Program Points. The eligible reservation channels include:
# Eligible stays do not include stays booked via a reseller tour operator or through unauthorized travel agents on online travel websites. These stays do not enable the Member to earn Program Points or to collect Eligible Nights to obtain a Member Status.
Member’s redeemed stay(s) including but not limited to complimentary stay, partially paid by cash and partially settled by Program Points (except the part that is paid by cash), and birthday stay will not be entitled to earn Program Points .
Minimum qualified rate will apply on point issuance for a third party booking channel. This differs from hotel to hotel and may change due to various conditions including the booking source, promotion offers and seasonality. Minimum qualify rate does not apply to bookings that are made with hotels directly, except for Dorsett Grand Labuan Hotel, long stay booking and quarantine package offered by our hotels in Hong Kong.
In the event a stay is for more than one (1) night, the average daily room rate will be used as the Eligible Rate.
All cancelled and no-show bookings will not accrue any Points or Eligible Nights even if the bookings are fully paid.
When Member has an Eligible Stay at one of the Participating Hotels and this stay includes at least one paid night, the Member’s account is credited with Program Points corresponding to the stay.
Points are calculated based on the expenses related to the Eligible Stay (refer to Section 2 above), excluding service charge, tax, VAT or GST. The Eligible Stay must be settled in full. In other words, the payment must have been accepted and confirmed by the Participating Hotel.
A guest must already be a Member at the time of stay in order to earn Program Points.
Program Points are valid for 18 months from date of issuance and are cancelled at the end of the 18th month, e.g.if Program Points are earned on 15 September 2018, the expiry date for the Program Points would be 30 March 2020.
Each Eligible Booking Channel (refer to Section 3 above) has its own Program Points generosity scale to earn Program Points, as shown in the table below:
Program Points have no monetary value. Under no circumstances can unused Program Points be encashed.
The Program Points are credited to Members as long as they stay in a Participating Hotel. Only one (1) Member will be credited Program Points per room. If two or more Members are sharing a room, it is the Member’s responsibility to advise the hotel at the time of reservation as to which Member’s account the Program Points should be credited to.
Footnotes 1-9 are detailed in Appendix 2.Members can log on to the Program Website to redeem a stay or reward with Program Points.
Terms and conditions apply to the Member benefits - please refer to Appendix 2 - “Member Benefits Terms and Conditions”.
Program Points are strictly personal and non-transferable. Members must check in personally for stay at the redeemed rooms.
Monthly activity statements are available on the Program Website.
12.1.1 Missing Program Points
If a Member notes that his/her Program Points have not been credited for the Eligible Stay, the Member may submit a claim form which is available at the Program Website or email to the Program Administrator via firstname.lastname@example.org for an official claim within 30 days following the Eligible Stay’s check out date. Claim form submitted after 30 dyas of the Eligible Stay would not be processed.
For the claim to be processed, the Member must attach a copy of the paid invoice from the relevant Participating Hotel. This invoice must not include handwritten modifications. Only the document printed by the Participating Hotel is acceptable and must be issued in the name of the Member making the claim.
Once a claim is proved to be justified, the correct number of Program Points will be credited to the Member’s account along with the appropriate number of Eligible Nights for the calendar year during which the stay took place. If being awarded the correct number of Eligible Nights would have enabled the Member to achieve a different Member Status level in accordance with the rules detailed in the “Member Benefits” section below, the Member will be awarded that Member Status level for the remainder of the then current calendar year.
12.1.2 Disputes on Used Program Points
Under no circumstances can used Program Points be re-credited to Members.
If a Member used the Program Points to redeem a stay, then in the event of:
12.2 Claims with Partners
Redemption of Program partner rewards / certificates /points will be governed by individual partner’s policies,terms and conditions which are published and viewable by Members on the Program Website before redemption. Member agrees that Dorsett will not be liable for any disputes that Member and the Program partners may have in relation to the use, availability and quality of the products or services that the Program partners offer. In the event any Member transfers the use of Program partner rewards / certificates /points (if permitted by the Program partner’s terms and conditions), this clause shall also apply to the transferee.
The Program Points, once converted into a Program partner rewards / certificates / points , will under no circumstances be converted back into the Program Points.
13.2 The rule is one Membership Card per Member.
13.3 Member must not disclose his/her Membership account password to any other party. Member accepts responsibility for all transactions and operations to and from his/her Membership account.
13.4 In the event of loss or theft of his/her electronic Membership Card, Member must notify the Program Administrator and submit an application for a new Membership card through the “Receive your card by email” section of the Member account on the Program Website.
13.5 A valid e-mail address is one of the requirements for successful enrolment into the Program. Two or more Members should not use the same email address. By joining the Program, Member agrees to receive electronic communications relating to the operation of, and services offered by, the Program, including information messages, Program Points statements and information regarding the operation of the Member's account. If the Member no longer wishes to receive this information, which is considered essential for the Program operation, Member shall follow the Membership cancellation procedure to exit the Program.
13.6 Members accept that the Program may be modified, totally or partially, at any time by Dorsett.
13.7 The safekeeping of the rewards /certificates issued by the Participating Hotels or the Program partners is the sole responsibility of the Member. There shall be no replacement of rewards /certificates.
13.8 The Program Administrator reserves the right to correct any Member statements or Program Point accruals or balances that are incorrect due to processing errors.
13.9 Dorsett reserves the right to amend the rules, restrictions, program benefits, and special offers without notice and to terminate the Program at any time.
13.10 Program partner rewards / certificates /points and the Participating Hotels’ benefits may be subject to taxes. Such taxes are the sole responsibility of the Member who is the recipient of the said benefit or reward.
13.11The Program Administrator reserves the right to adjust the values of the Program Points as and when necessary to reflect changing market conditions.
13.12 Fraud or abuse concerning the Program or reward usage is subject to appropriate administrative and/or legal action by Dorsett.
13.13 This Program is void where prohibited by law.
13.14 All interpretations of the Program’s General Conditions of Use shall be at the sole discretion of Dorsett. In the event of any dispute, Member agrees to submit to the exclusive jurisdiction of the courts of the Hong Kong Special Administrative Region .
Appendix 1: The Participating Hotels as of April 2019
Dorsett Kwun Tong, Hong Kong
Dorsett Mong Kok, Hong Kong
Dorsett Tsuen Wan, Hong Kong
Dorsett Wanchai, Hong Kong
Cosmo Hotel, Hong Kong
Lan Kwai Fong Hotel @ Kau U Fong, Hong Kong
Dorsett Grand Chengdu, China
Dorsett Shanghai, China
Dorsett Grand Labuan, Malaysia
Dorsett Grand Subang, Malaysia
Dorsett Kuala Lumpur, Malaysia
Dorsett Putrajaya, Malaysia
Dorsett Hartamas Kuala Lumpur
Dorsett Singapore, Singapore
Dorsett City London, United Kingdom
Dorsett Shepherds Bush London, United Kingdom
Appendix 2 : Member Benefits Terms and Conditions