Frequently asked questions

General

What is H Rewards?

H Rewards is the new bonus program of Deutsche Hospitality. As a member, you can earn points in all hotels of the brands Steigenberger Hotels & Resorts, MAXX by Steigenberger, Jaz in the City, IntercityHotel and Zleep Hotels.

How can I join H Rewards?

You can join H Rewards during the booking process, at any time on our website or during your stay in one of our hotels. Just follow this link to become a member or scan the QR code you will find at any of our hotels.

Is it possible to register without an e-mail address?

No, for a registration a personal e-mail address is required.

Which advantages does H Rewards offer?

We offer you exclusive member discounts and benefits. From the beginning of your membership you will profit from the advantages of H Rewards. With every higher level the benefits are getting more attractive. But don't worry, you can reach the higher level within several years.

How much does the registration for H Rewards cost?

Participation in the H Rewards program is entirely free of charge. 

Will I be able to take advantage of my benefits and the member discounts in other regions, too?

Certainly! As part of the global H Rewards program, benefits and member discounts will be offered worldwide. Soon you will be able to enjoy all the perks of H Rewards in more than 5,000 hotels of Huazhu in China.

Will I receive a physical membership card?

No, with our focus on sustainability, we offer our guests increasingly green services. We are dispensing with everything we consider to be an unnecessary waste of resources. Even little steps count, such as not printing membership cards, combining digitalisation and sustainability. 

You can view your virtual card with your current status and membership number in your login area at any time.

Award World

I am an Award World Member. What will happen with my data?

The program will be terminated and your account will be closed. All data are subject to the strict data protection regulations of the EU. Please note, however, that some data cannot be deleted due to legal provisions.

Do I have to register for H Rewards, if I am a Member of Award World?

Yes, as the programs are different, you need to register for H Rewards and accept H Rewards' terms & conditions. 

What happens with my Award World Points? Can I transfer them to H Rewards?

If you do not want to become an H Rewards member, you have 6 months time to redeem your remaining Award World points once the Award World program has been terminated. If you decide to become an H Rewards member, you can of course transfer your Award World points to your new H Rewards account. The points are converted on basis 1:14. This means 1.000 Award World points are converted into 14,000 H Rewards points.

Collect and burn points

How can I earn points?

It is very simple. You earn points for your stays at all Deutsche Hospitality properties, provided you have booked an eligible rate. 

In which hotels can I earn points?

You can earn points at all Deutsche Hospitality properties, i. e. all Steigenberger Hotels & Resorts, Jaz in the City, MAXX by Steigenberger, IntercityHotel, and Zleep Hotels.

When will I see my new points balance?

Soon after your stay, you will receive an email in which your new points total is shown. The credit will also show in your log-in area.

Is it possible to earn points without a stay in the hotel?

Yes, e. g. when you eat at one of our hotels' restaurants, even when you are not a registered guest there. Just turn to the reception and have your points credited. For each 1.-€, you will earn 8 points. 

How many points can I earn during a stay?

The number of points credited is based on the invoice total (room rate as well as restaurant and bar services, room service, minibar etc.)

Are there any rates which are not eligible?

Yes, e. g. if you book through any third party channels (e. g. HRS, Expedia, Hotels.com) or via a tour operator, neither points will be credited nor will the nights count as eligible. 

Can I purchase points online?

No, points cannot be purchased.

Can I earn points for more than one room?

Yes, if family members stay with you and you book e. g. two additional rooms for them, you will earn points for all three rooms (in case that none of the other guests in your party is an H Rewards member and also collects points or miles).

Can I earn points for a room if I paid for it but someone else sleeps in there?

You will earn points, but only if you are a also a registered guest at the hotel and if the other guests doesn't earn points or miles for his stay.

Can I earn points and miles at the same time?

No, this is not possible. During check-out you decide in which program to collect points or miles. Only one credit is possible per stay.

Is it possible to earn points for stays prior to my enrolment?

No, unfortunately, this is not possible. 

Are my points immediately credited to my H Rewards Account?

Yes, in general points are credited immediately after check-out. However, please allow 24 hours for them to appear in your account.

My points for my last stay didn't been credited. What can I do?

Please contact the hotel you stayed at. Our colleagues will look into it and make sure that your points are credited. Please note, however, that not all rates qualify for credits.

Where can I check my points balance?

Just log in to your member area or call the H Rewards service team.

How long are my points valid?

Points are valid for 24 months.

How can I redeem my reward points?

This couldn't be easier. Just log in to your members area and select "redeem points". All available rewards will be shown.

How can I use the overnight stay voucher?

Just call the H Rewards Service Center. Please note that for all redemption bookings prior reservations are required.

Are my member benefits guaranteed at any time?

Some benefits are subject to availability and some benefits vary by brands.

Where can I see the offers for me as a member?

When you log in to your member area, you will see all current offers. Please check them frequently to always see the latest additions.

Is it possible to use the points for other activities than a hotel stay?

Yes, you can redeem your points e. g. against breakfast or gourmet meal vouchers. These vouchers can be used without a hotel stay. 

Status and Membership

Which status can I reach?

There are 6 different status levels you can reach. At the moment you join H Rewards you become a Star member. Depending on the revenue or the eligible nights you collect during one year, you can update your status within a few years. The highest status level is the Diamond status.

What are the requirements for a certain status?

The requirements to maintain or to upgrade the status are different. But for all levels there are certain values of eligible nights or the revenue you must reach.

How can I hold my status?

If you fulfill the requirements within a 1 year period, you will maintain your status.

How can I reach the next status?

If you fulfill the requirement for a higher status within 1 year you will be upgraded.

From which moment does the new status level count?

Period start date is date of assignment to tier level, with the exception of the Star level.

I am a Platinum-Status member. What happens if I can't reach a revenue of 3,000 € per year?

In this case you will be downgraded to the next lower status. But you can use the following 12 months as a Gold-Member to fulfill the requirements and to be upgraded again.

How long is the status valid?

The Star-Status is unlimited. All the other status are valid for a minimum of 12 months.

Account

I forgot my password. What can I do?

Just click on the "password forgotten" link. A new password will be send immediately to the email address you have entered when you enrolled. 

Can I change my personal information?

Yes. Members may change personal details and communication preferences at any time in the account profile. Only name changes must be supported by legal documentation.

Is there a customer support to contact?

Yes, please visit our contact page for more information.

Can I cancel my membership?

Yes, of course, you can cancel your membership at any time. Your account will be closed. All data are subject to the strict data protection regulations of the EU. Please note, however, that some data cannot be deleted due to legal provisions.