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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 (“Membersand “Membership” shall be construed accordingly). Should you require further clarification, please do not hesitate to contact our Program Administrator at or log on to (hereinafter referred to as the “Program Website”).
  1. Membership Eligibility                  
A guest may join the Program in any one of the following ways:
  • During his or her stay at a Participating Hotel;
  • By registering online and completing the required information on the Program Website,, or; or
  • By submitting the registration form and returning it to one of the Participating Hotels.
By participating in the Program and taking advantage of its benefits, you agree that:
  • you will maintain and use only one account under the Program at any time;
  • you are the only individual using your Membership in the Program   (i.e. you are not sharing your account with anyone); 
  • you have provided valid contact information;
  • you only have one email address for the Membership account;
  • you are responsible for reading and understanding the Program, its rules and other communications from the Program in order to understand your rights, responsibilities and status in the Program;
  • you should possess the legal authority to agree to the Program's rules; and
  • you have not enrolled as a company and/or other entity (only individuals are permitted to enrol in the Program).
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.
  1. Eligible Stay
An “Eligible Stay refers to a stay by a Member when:
  1. it is booked through an “Eligible Booking Channel (refer to Section 3 below); AND
  2. its room-related expenses meet the “Eligible Rates (refer to Section 4 below).
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.
  1. Eligible Booking Channels
Only stays booked at Eligible Rates via an authorized Dorsett distribution channel are entitled to earn Program Points. The eligible reservation channels include:
  3. reservation center of the Participating Hotels; and
  4. online travel websites which have direct distribution partnership (direct contract) with Participating Hotels #
(collectively the “Eligible Booking Channels)
# 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   .
  1. Eligible Rates
Room-related expenses (including room rate, room upgrade fee, late check-out, early check-in, etc.) that are booked via the Eligible Booking Channels and at an eligible rate which is equal to or above the respective Participating Hotel’s minimum qualified rate (“Eligible Rate”) will earn Member his/her Program Points and accumulate Eligible Nights for Member Status.

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 and the Hong Kong hotels.

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.
  1. Earning Points                     
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.
  1. Program Points Scale
The Program offers four Member Status levels attributed according to the number of Eligible Nights earned: Classic, Silver, Gold and Platinum.
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:
Eligible Booking Channels Program Points Scale Percentage
Booking directly with the Participating Hotel e.g. through its official website and hotel reservation center 3% of the expenses related to Eligible Stays excluding service charge, tax, VAT or GST
Booking via online travel websites through its direct distribution partnership with the Participating Hotel 1.5% of the expenses related to Eligible Stays excluding service charge, tax, VAT or GST
  1. Calculating Points
  1. The expenses related to the Eligible Stay excluding service charge, tax, GST and VAT in the local currency of the Participating Hotel will be converted into US dollars according to the exchange rate adopted by Dorsett.    
  1. The expenses related to the Eligible Stay in US dollars will then be converted into the Program Points  based on the table in the Program Points scale (refer to Section 6 above) and on 1 US Dollar to 1 Program  Point  basis
  1. Silver Members and above will be entitled to additional Program Points according to the Additional Bonus Points Multiplier listed below, subject to the Member Status at the time of check-out.
Member Status Additional Bonus Points Multiplier
Classic n/a
Silver X 1.1 (10% more)
Gold X 1.2 (20% more)
Platinum X 1.3 (30% more)
  1. When application of the Program Points earned scale leads to Program Points with a decimal fraction, Program Points will be rounded to the nearest one decimal place. e.g. If the Program Point earned is 1.14 (or below), it will be rounded down to 1.1; if the Program Point earned is 1.15 (or above), it will be rounded up to 1.2.   
The earned Program Points will be adjusted to the Program Points balance in the Member’s account 24 hours after check-out date.  Program Points and Eligible Nights cannot be transferred to another Member. They are strictly personal.   
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.
  1. Member Status
Members may at any time achieve a higher Member Status when they reach the required number of Eligible Nights, as shown in the table below (note that day use does not constitute an Eligible Night).
Member Status Number of Eligible Nights in a Membership year
Classic Newly enrolled, 0 – 7 Eligible Nights
Silver 8 – 19 Eligible Nights
Gold 20 – 29 Eligible Nights
Platinum 30 or above Eligible Nights
  1. Each Member Status lasts for twelve (12) months (a Membership year) from the effective date of the new Status.
  2. At the start of each new Membership year, an assessment is made of Eligible Nights earned by a Member during the previous Membership year:
  • If, at the end of the Membership year, Member has not stayed for the required number of nights to retain him o her in his or her current Status, he or she will  attain the Member Status according to the number of Eligible Nights Member stayed in the previous Membership year.
  • If Member reaches a higher Member Status at any time during the Membership year, the new Status will be effective automatically 24 hours after the check-out date of the last stay at the Participating Hotel.  Member will receive an email notifying him/her of the new Member Status attained.  The new Member Status will thereafter last for the ensuing 12 months
  1. The Member Status and the earned Eligible Nights will expire if the Membership account becomes inactive for a continuous period of thirty (30) months or more.
  2. Only Members are entitled to the benefits according to their Member Status under the Program.
  1. Member Benefits
Members are entitled to enjoy the below benefits according to their Membership tiers.  Selected benefits are exclusive to bookings made directly with a Participating Hotel or on the Program Website only.

Dorsett – Your Rewards Program Benefits (last update 2018.10.18)  
Required Eligible Room Nights to Qualify for Membership Classic
Upon successful enrollment
8 nights per year
20 nights per year
30 nights per year
All booking channels                
•       Free in-room Wi-Fi        
•       10%-30% off on F&B consumption (applies to participating restaurants) 1        
•       Welcome drinks        
•       Guaranteed Late Check-out 2 -   Extra 2-hour   Extra 3-hour   Extra 4-hour  
•       Extra bed special offer (subject to availability) -   -   One free   One free  
•       Access to executive lounge (if any) 3 -   -      
Booking direct with hotels
Exclusive benefits for booking directly with Participating Hotel(s) (benefits marked with a # are for bookings made through Program Website only
•       Extra 12% off member discount on all promotional rates 4#        
•       Access to member exclusive rates and offers (if any)        
•       Room upgrade 5 -   To next category   To best available category except suite   To best available category including suite  
•       Birthday celebration – Room offer and special event in birthday month 6 -   Bar rate 30% off with 2 breakfasts   Bar rate 40% off with 2 breakfasts   Bar rate 50% off with 2 breakfasts; Dorsett Hour / Wine Hour party  
•       Daily free breakfast (for single occupancy) 7 -   1-day   Daily   Daily  
•       Free cancellation 8# -   -   48 hours before arrival   24 hours before arrival  
•       Guaranteed room availability 9# -   -   -   72 hours before arrival  
•       Invitations to special events -   -   -    
Footnotes 1-9 are detailed in Appendix 2.

Terms and conditions apply to the Member benefits - please refer to Appendix 2 - “Member Benefits Terms and Conditions”.  

  1. Redeeming Points   
Members can log on to the Program Website to redeem a stay or reward with Program Points.   
  1. Redeeming a stay:  Members can book a room with full points or part points.
  2. Redeeming a reward: Members can redeem items available on the “Rewards Catalogue on the Program Website to be used in a Participating Hotel (each Participating Hotel’s rewards may vary) 
Terms and conditions may apply when redeeming a stay or reward.
Program Points are strictly personal.  Members must check in personally for stay at the redeemed rooms.
Monthly activity statements are available on the Program Website.
  1. Validity of Program Points 
Program Points are valid for 18 months (except for transferred points please refer to pt.12) from the 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 such Program Points will be 30 March 2020. 

  1. Transferring Points
A member can log on to the Program Website to transfer his/her Program Points to another member. Program points once transferred, cannot be reversed back to the original owning member account. Transferred points are valid for 3 months from the date of transfer and are cancelled at the end of the 3rd month. eg. if Program Points are transferred on 20 July 2021, the expiry date for such Program Points will be 31 Oct 2021.

  1. Making A Claim
13.1   Claims within the Participating Hotels Network
13.1.1   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 for an official claim within 30 days following the Eligible Stay’s check out date. Claim form submitted after 30 days 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.

13.1.2   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:
  • Cancellation of the booking – the used Program Points will not be re-credited to the Member;
  • Amendment of the booking – the used Program Points will be carried forward to the amended booking.
In the event of a dispute, the Program Administrator’s decision shall be final.

13.2    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. 

  1. General Rules                  
14.1   Members will receive an electronic card upon successful enrolment (“Membership Card) sent by email to the Member’s registered email address and also         retrievable from their Membership account after login at any time. The electronic Membership Card is nominative and strictly personal. The Membership Card lists the Member’s name, Membership number and expiry date of the Member Status (for Silver, Gold and Platinum status levels).
14.2   The rule is one Membership Card per Member.
14.3   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.
14.4   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.
14.5   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.
14.6   Members accept that the Program may be modified, totally or partially, at any time by Dorsett.
14.7   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. 
14.8   The Program Administrator reserves the right to correct any Member statements or Program Point accruals or balances that are incorrect due to processing errors.
14.9   Dorsett reserves the right to amend the rules, restrictions, program benefits, and special offers without notice and to terminate the Program at any time.
14.10 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.                  
14.11The Program Administrator reserves the right to adjust the values of the Program Points as and when necessary to reflect changing market conditions.
14.12 Fraud or abuse concerning the Program or reward usage is subject to appropriate administrative and/or legal action by Dorsett.
14.13 This Program is void where prohibited by law.         
14.14 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 Oct 2021

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 Wuhan, 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
Dorsett Gold Coast, Australia

Appendix 2 : Member Benefits Terms and Conditions
  1. Discount is not applicable to service charge and tax.  Additional terms may be applied by individual participating restaurants.
  2. Based on individual Participating Hotels standard check-out time which may vary from hotel tp hotel.   Guaranteed late check-out cannot be used in conjunction with the 26 hours full-stay benefit on   24 hours’ advance notice prior to preferred late check-out time must be provided to the Participating Hotel.
  3. Applies to Participating Hotels with executive lounge.  Select Participating Hotels may offer lounge-associated benefits in addition to lounge access.  Please check with Participating Hotel directly.
  4. Applies to public rates only without needing to enter promotional code.
  5. Subject to availability.  Reservation to be made directly via the Program  Website.
  6. Applicable to Member’s birthday month only.  Offer is valid only if Member is booked for or stays for a minimum of three consecutive nights.  The party only applies to stays that overlap a Dorsett Wine Hour / Dorsett Hour held at a Participating Hotel.  Participating Hotel reserves the right to cancel the Dorsett Wine Hour due to special events or at its discretion.
  7. For Members only. Accompanying guests staying in the same room will not be entitled to enjoy free breakfast.
  8. Only applicable to bookings made via the Program Website.
  9. The guarantee does not cover a specific room type.  Participating Hotels reserve the right to allocate any room type that is available. Members are required to quote their membership number at the time of booking.  Blackout dates may be applied by Participating Hotels.  Only applicable to bookings made via the Program Website.
  10. Due to Covid-19, member benefits are unfortunately inapplicable to quarantine stays at this time.
Dorsett – Your Rewards Program Benefits (last update 26 Oct 2021)