H Rewards Loyalty Program Terms & Conditions

Updated June 30, 2020

Effective from July 1, 2020, the H Rewards program is a loyalty program offered by Huazhu Group Limited and its affiliates ("Huazhu Group"). Steigenberger Hotels AG, whose principal office is located at Lyoner Str. 25, 60528 Frankfurt am Main, Germany (hereinafter, the "Company"), is a member of Huazhu Group companies. The Company operates H Rewards program with respect to the hotel brands managed by the Company and its affiliates, including "Steigenberger Hotels & Resorts", "IntercityHotel", "MAXX by Steigenberger", "Jaz in the City" and "Zleep Hotels", in Europe and other regions out of the Mainland of the People’s Republic of China (for the purpose of these Program Terms, excluding Hong Kong, Macau and Taiwan) (hereinafter, the "Loyalty Program").

 

The Loyalty Program is operated under the terms and conditions as set out below unless otherwise expressly stated (the "Program Terms"). The Program Terms govern the Company’s relationship with members of the Loyalty Program (collectively, "Loyalty Program Members", "Members", and individually, a "Loyalty Program Member", "Member", or "you"), including how Members manage their accounts, book reservations, earn and redeem Loyalty Program points ("Points") with participating hotels and properties (each a "Participating Hotel"), as well as with third party programs which have a business relationship with the Loyalty Program.

 

By opening a Loyalty Program membership account ("Account" or "Membership Account") and accepting membership services of the Loyalty Program, you agree to Program Terms and the application of the associated benefits for Members, policies and Point rules made available to you from time to time.

 

These Program Terms supersede all previous terms and conditions with respect to the Loyalty Program and membership therein between you and the Company. Loyalty Members are responsible for remaining knowledgeable of the Program Terms and any amendment to Program Terms and will be asked to agree to Program Terms. By accepting, Program Terms will exclusively govern the membership going forward.

 

1 JOIN THE LOYALTY PROGRAM

1.1 Eligibility.

 

1.1.1 Membership in the Loyalty Program is free and available to any individual who: (a) has attained the age of 18 and possesses the legal authority to agree to Program Terms in the country where the individual lives; (b) resides in a jurisdiction which legally permits participation in the Loyalty Program; (c) is not a resident of territories and countries subject to comprehensive sanctions promulgated by the U.S. Department of the Treasury’s Office of Foreign Assets Control; (d) provides valid and accurate personal information when enrolling in the Loyalty Program; (e) is not already a member of the Loyalty Program (i.e., does not already have a Membership Account); and (f) has not previously been terminated from the Loyalty Program or any similar loyalty programs operated by the Company.

 

1.1.2 Members are responsible for reading and understanding the Loyalty Program Terms, Account statements, and other communications from the Company about the Loyalty Program in order to understand his/her rights, responsibilities, and status in the Loyalty Program. If a Member has any questions about the Loyalty Program or these Program Terms, the Member should contact the H Rewards Service Center.

 

1.2 Participating Hotels and Brands // H Rewards Channels

 

1.2.1 “Participating Hotels” are hotels, resorts, and other transient stay properties operated under the Participating Brands, provided that such properties are located in Europe or any other regions outside the Mainland of the People’s Republic of China (for the purpose of this Loyalty Program, excluding Hong Kong, Macau and Taiwan). The Participating Brands currently include all Deutsche Hospitality brands: Steigenberger Hotels & Resorts, MAXX by Steigenberger, IntercityHotel, Jaz in the City and Zleep Hotels, and may, at the discretion of the Company, expand to other brands of the Huazhu Group in the future.  

 

A full list of Participating Hotels is published on the Website (as defined below) and being updated from time to time, in particular, when new hotels join, or existing Participating Hotels exit the Loyalty Program.

 

1.2. “H Rewards Channels” refers to H Rewards communication channels, in particular the H Rewards Official Website (global.hrewards.com, “Website”), the reservation call centre(s), and Participating Hotels.

 

1.3 Membership Tier Level

 

Membership of the Loyalty Program is divided into, in ascending order, Star Membership, Silver Membership, Prestige Membership, Gold Membership, Platinum Membership and Diamond Membership.

 

The Silver Membership, Prestige Membership, Gold Membership, Platinum Membership and Diamond Membership are collectively referred to as “Higher Tier Membership” and such Members are referred to as “Higher Tier Members”.

 

 

1.4 Basic Membership Benefits

 

A number of benefits are available to all tiers of Loyalty Program Members (“Basic Membership Benefits”). These Basic Membership Benefits are offered at the discretion of the Company and may be subject to the availability at the Participating Hotels.

 

The benefits for Higher Tier Membership are introduced below in Section 4.

 

1.4.1 Member Communication. Loyalty Program Members will have access to Member service telephone numbers for reservations, customer service and award redemption requests on the Website.

 

1.4.2 Private Sale.All tiers of Members will have the opportunity to benefit from special campaigns before the general public.

 

1.4.3 Exclusive Promotions.All tiers of Members will enjoy exclusive offers for bookings of the Participating Hotels.

 

1.4.4 Complimentary Bottle Water.All tiers of Members can enjoy a complimentary bottle of water when they reserve and spend a Qualifying Night in the Participating Hotels except at Zleep Hotels.

 

1.4.5 Co-Working Space Access. All tiers ofMembers are entitled to use the co-working space at the Participating Hotels, if available.

 

 

1.5 Conditions of Enrollment

 

1.5.1 Completing the Enrollment Application. An individual may apply to enroll in the Loyalty Program by fully and accurately completing an application through H Rewards Channels or through other enrollment channel provided or recognized by the Company and providing his/her email address for verification. The Company may deny membership in the Loyalty Program to any applicant in its sole discretion and without providing any reasons.

 

1.5.2 Individual Membership. Only individuals are eligible for Loyalty Program membership, and each individual may maintain only one Membership Account. Corporations, groups and/or associated entities cannot enroll as Loyalty Program Members. All Loyalty Member Accounts are individual Accounts and no joint Accounts are permitted. Loyalty Program benefits are non-transferable unless expressly stated otherwise.

 

1.5.3 Assignment of Membership Account. After applying to the Loyalty Program, a Membership Account will be opened and an Account number (“Membership Number”) will be assigned to each applicant. Upon receiving this Membership Number, an individual becomes a Member eligible to earn Points at Participating Hotels. Further details are outlined in Section 1.7 and Section 2.

 

1.5.4 Duplicate Accounts. A Member may not have one or more duplicate Accounts under the Loyalty Program at any time. If more than one Loyalty Program Membership Number is assigned to an individual for the Loyalty Program, he/she will only receive Points for one Membership Account. Duplicate Membership Accounts may be cancelled.

 

1.5.5 Personal Profile. Information provided by a Member will be maintained in a personal preference profile with the Membership Account. All information provided by a Member in his/her personal profile must be valid and accurate and must be kept current.

i. A Member may change his/her mobile phone number, email address or address by changing his/her information on the Account Profile on the Loyalty Program Website or contact the H Rewards Service Center.In certain instances, address changes may require supporting legal documentation.

ii. Name changes to a Membership Account must include supporting legal documentation, signature, date and Membership Number. More information is in our Website.

 

1.5.6 Use of Information Collected in Application.The information a Member provides to the Company when completing the Loyalty Program application and redeeming Points is processed in accordance with the H Rewards Privacy Policy.

 

 

1.6 Membership Communications

 

1.6.1 Communication of relevant information is important to administering the Loyalty Program and providing each Member with the opportunity to maximize the benefits of Membership. Members will receive Loyalty Program communications as permitted by and in accordance with applicable law.

 

1.6.2 All Loyalty Program communications will be sent to a Member using various channels, e.g. by mail or email to the address(es) currently provided in the Member’s Account. Communications delivered to the address on file will be deemed to have been received one (1) business day after sending it if delivered to the Member’s email address or five (5) business days after sending it if delivered to the mailing address provided. Members must keep their email and mailing addresses current. Neither the Company nor the Loyalty Program shall have any responsibility for misdirected or lost mail or any consequences thereof.

 

1.6.3 Members will receive the new account’s balance reports by email after each transaction, when points have either been earned or spend. Members may unsubscribe from this service at any time in the Account Profile on the Loyalty Program Website or by contactingtheH Rewards Service Center.

 

1.6.4 If the necessary legal requirements according to applicable law are met, the Company may also send Members promotions, offers and other communications from time to time, which may include, without limitation, items from third parties. The items from third parties are based on the information provided to the Company by a Member and any additional data the Company may maintain. Members may change personal details and communications preferences at any time in the Account Profile on the Loyalty Program Website or by contacting theH Rewards Service Center; however, as stated in Section 1.5.5 (i), the Company may require a Member to send supporting documentation prior to allowing certain changes (e.g., legal name changes).

 

1.6.5 The Member will be given the opportunity to define and modify mailing and other communication preferences through mechanisms provided in the mails or communication or in the Account Profile on the Loyalty Program Website or by contacting H Rewards Service Center.

 

1.6.6 Insofar as permitted by applicable law, the Company may monitor or record telephone calls to improve quality of service in case a Member contactsH Rewards Service Center.

 

1.6.7 A Member can review his/her Points balance and transaction history and update personal details and preferences in theAccount Profile on the Loyalty Program Website.

 

 

1.7 Earning Points.

 

Members may earn Points (the currency of the Loyalty Program) for eligible charges at a Participating Hotel in accordance with Section 2.

 

1.7.1 Points Subject to Program Terms. As set forth in Section 1.1.2, the accumulation of Points is subject to the Program Terms. Each Loyalty Program Member is responsible for reading the Program Terms, newsletters, and Account statements in order to understand his or her rights, responsibilities, and status in the Loyalty Program, as well as the structure for earning Awards.

 

1.7.2 Taxes. Points and Awards earned through participating in the Loyalty Program may be subject to tax liability. Any tax liability, including disclosure, connected with the receipt or use of Points or Awards is the sole responsibility of the Member.

 

1.7.3 Prohibition on Transferring Points. Points accrued by a Loyalty Program Member are for the Member’s benefit only and may not be transferred, sold, exchanged, leased, lent or offered for auction to anyone. Any Points which the Loyalty Program deems to have been transferred in violation of the Program Terms may be confiscated.

 

1.7.4 Points expiration policy. Points are valid for 24 months from the date of earning, after the end of 24 months, if points are not used within the valid period, points will expire and become invalid automatically. The company will notify you at least six (6) months prior to expiration of the points.

 

1.7.5 Forfeited or Cancelled Points. Once Points are forfeited or cancelled, the Points cannot be reinstated, but a Member can earn new Points, unless that Member’s account has been deactivated.

 

1.7.6 Loyalty partnerships. Any simultaneous crediting of miles under frequent flyer programs as well as bonus points of other customer loyalty programs (such as Miles&More, BahnBonus etc.) on the one hand, and H Rewards Points on the other hand, is excluded; at the choice of the Member, either miles/bonus points or H Rewards Points are credited once per stay.

 

 

1.8 Membership Cancellation

 

1.8.1 Cancelling or Suspending Membership Accounts

 

i. Cancelling by Member.A Member may cancel his/her membership in the Loyalty Program at any time by sending written notice of cancellation to H Rewards Service Center. All unredeemed Points, Redemption Awards, and promotional Awards as well as achieved member status will be forfeited after expiry of six months from the effective date of cancellation and may not be reinstated or transferred thereafter.
ii. Cancelling or Suspending by the Company. The Company may cancel a Member’s Account without providing reasons subject to a four weeks’ notice (ordinary termination). However, an ordinary termination (i. e. a termination without providing reasons) of a Higher Tier Membership by the Company is only possible at the earliest at the expiry of the existing Membership Tier Level of the Member. In case of an ordinary termination of a Member’s Account by the Company, all unredeemed Points, Redemption Awards, and promotional Awards as well as achieved member status will be forfeited after expiry of six months from the effective date of cancellation and may not be reinstated or transferred thereafter.

 

Regardless the Membership Tier Level of a Member, the Company may cancel a Member’s Account at any time with immediate effect, for serious reason including, without limitation, if the Member has:

 

a) Failed to pay any hotel or other bill when due to the Company or a Participating Hotel, despite having received a reminder;

 

b) Acted in an inappropriate, fraudulent, abusive or hostile manner towards employees, customers or partners of Company or the Participating Hotels;

 

c) Culpably breached or violated any of these Program Terms;

 

d) Fraudulently claimed eligibility to earn or redeem Points or enjoy benefits;

 

iii. Legal Action. Nothing contained in these Program Terms will limit the Company in the exercise of any legal or equitable rights or remedies.

 

 

1.8.2 Effect of Membership Cancellation

 

i. On cancellation of membership in the Loyalty Program by the Company for serious reason according to section 1.8.1 (ii)., all unredeemed Points, Redemption Awards and promotional Awards will be forfeited without compensation and the respective Member will no longer be able to participate in the Loyalty

ii. If the Company cancels a Member’s Account for any reason, the Member may not reapply for membership in the Loyalty Program and any Account opened in the Member’s name and Points, Redemption Awards and promotional Awards earned in that Account will be forfeited upon discovery with retrospective effect.
iii. If a Member cancels his/her Account, the Member may reapply for membership in the Loyalty Program at a later date, but no Points, Redemption Awards and promotional Awards previously forfeited or expired will be reinstated to the Member Account.
iv. Any Membership Status terminates upon cancellation of a Member Account.

 

1.8.3 Modification of the Loyalty Program.Except as otherwise expressly prohibited or limited by applicable laws, as stipulated in section 6, the Company has the right to change, limit, modify or cancel the Awards and Award levels at any time, even though such changes may affect the value of Points, or the ability to obtain certain Awards, providing this does not discriminate against the Member in bad faith. The Company may, among other things: (i) increase or decrease the number of Points received for a stay or required for an Award; (ii) withdraw, limit, modify or cancel any Award; (iii) add blackout dates, limit rooms available for any Award at any Participating Hotel or otherwise restrict the continued availability of Awards; and (iv) change program benefits, travel partners, locations served by the Company or its travel partners, conditions of participation, rules for earning, redeeming, retaining or forfeiting Points, or rules governing the use of Awards, Members may not rely upon the continued availability of any Award or Award level and category. Changes or additions to the Awards and Awards levels will be published on the Website.

 

1.8.4 Benefits Subject to Availability and Modification.All Loyalty Program benefits, amenities, offers, awards and services are subject to availability and may be changed at any time without notice except as otherwise expressly provided therein.

 

1.8.5 Eligibility to Receive Benefits. By accepting any Loyalty Program benefits, amenities, offers, awards or services, including, without limitation, any Points, Redemption Awards and promotional Awards, a Member acknowledges that he/she is responsible for determining whether he/she is eligible to receive, and that he/she is eligible to receive, such Loyalty Program benefits, amenities, offers, awards or services (including, without limitation, Points, Redemption Awards and promotional Awards) under applicable laws, gift policies and incentive policies.

 

1.8.6 No Sale or Transfer.Points, Redemption Awards, promotional Awards and other Member benefits may not be sold, bartered, exchanged, leased, lent or offered for auction or otherwise transferred (other than by the Company or its agents). Any attempted transfer, sale, barter, exchange, lease or auction will be void and the respective Points, promotional Awards and Member benefits will be confiscated. The Company and its cooperation partners with respect to the Loyalty Program may refuse to honour or recognize any Points, Redemption Awards, promotional Awards or Member benefits which the Company has reason to believe may have been transferred, sold or bartered.

 

Notwithstanding the foregoing provisions of this Section 1.8.6, Redemption Awards may only be given away to third persons for their own use, if the Member personally has a mutual relationship with them, e. g. family members, friends and acquaintances, but cannot be exchanged for other Awards or cash.

 

2 EARN POINTS

2.1 Earning Opportunities at Participating Hotels

2.1.1 A Member will earn eight (8) Point for each Euro, or the currency equivalent, that is incurred and paid for by the Member on Qualifying Charges in accordance with Section 2.1.2; and

2.1.2 Qualifying Charges. “Qualifying Charges” are charges incurred during a stay in a guest room at a Participating Hotel by a Member on his/her folio and up to two (2) additional guest rooms, including, without limitation, charges for:

i. Qualifying Rates for Qualifying Nights;

ii. Food and beverages (excluding alcoholic beverages where prohibited by law) and may exclude charges incurred at outlets that are not managed or operated by the Participating Hotel; if the charges are incurred at the restaurants and bars of Participating Hotels independent of a stay at the respective Participating Hotels, the Qualifying Charges are limited to 1,000 Euro per Member for each restaurant or bar check; in such cases Points will only be credited to the Member’s Account if the Member provides his/her Membership Number at the time of payment.

2.1.3 Non-Qualifying Charges. Charges which do not qualify for Points include any complimentary services, Points redemption Awards, promotional Awards or any other fees or charges including, without limitation: (A) charges for banquets, meetings or other functions; (B) other fees paid including, without limitation, parking, business center, retail stores, and other third-party services; and (C) room rate related taxes and service charges (unless such taxes and service charges are included in the room rate), gratuities, fees (e.g. late cancellation fee or no-show fees for not checking in for guaranteed reservations even if the reservations were paid in full), mandatory or automatic charges (e.g., resort charges) and other applicable charges.

2.1.4 Qualifying Night. A “Qualifying Night” means a night a Member registers for, and personally pays and stays at any Participating Hotel, for which (i) the room is billed to the Member, or (ii) the guest room is direct billed to the company who has arranged payment for the Member’s stay that is not associated with a convention or group meeting.

i. A “Qualifying Night” is a night at same Participating Hotel by a Member who: (A) provides his/her Membership Number at the time of reservation or at check-in; (B) pays a Qualifying Rate or redeems a Points redemption Award or a promotional Award for the stay; and (C) stays in one of the reserved guest rooms. A Member may only earn Points for up to three (3) guest rooms during any Qualifying Night if he/she stays in one of the reserved guest rooms and pays a Qualifying Rate or redeems a Points Redemption Award or a promotional Award for all of the guest rooms.

ii. Members cannot earn or receive benefits at multiple Participating Hotels for the same stay date(s).

iii. Only one Member per guest room can earn Points, as well as receive benefits. If there is more than one Member staying in the same guest room, the Members must decide upon check-in whose Membership Number will be applied to the guest room provided it is the same Member who will be paying the bill.

2.1.5 Qualifying Rates. A “Qualifying Rate” is the rate a Member pays for a Stay in a guest room at a Participating Hotel which qualifies to earn Points. Qualifying Rates include all rates that can be booked through H Rewards Channels without the application of a discount code or with points and that are not listed below. Moreover, all rates identified in the rate description as “non qualifying” do not qualify to earn Points. Unless otherwise specifically stated, Members will receive their membership tier benefits during stays on Qualifying Rates. Rates booked using the following methods are excluded from the Qualifying Rate:

i. The guest room was booked through a tour agency, online travel platform or other third-party channel including, without limitation, booking.com, expedia.com, hrs.de, hotel.de, ctrip.com, fliggy.com, qunar.com, hotwire.com, priceline.com, orbitz.com, travelocity.com; however, special company rates booked through such channels shall be deemed a Qualifying Rate;

ii. The guest room was booked at a group rate as part of an event, meeting, conference or organized tour, and the Member does not directly pay the Participating Hotel for such room;

iii. The guest room was booked at an employee rate, special rates offered to employees of the travel industry (e.g. tour operators, wholesalers, travel agents, shipping companies, airlines), or a crew room rate or package;

iv. The guest room was complimentary; or v. A voucher or third-party award was redeemed for the guest room.

2.1.6 If a hotel or other property ceases to be a Participating Hotel, all stays subsequent to such date will not be eligible to earn Points regardless of when the reservation was made.

 

2.2 Individual Earning for Qualifying Charges and Qualifying Nights

No other person except the Member may earn Points on Qualifying Charges for his/her Membership Account. Points for a room shared by two Loyalty Program Members will only be awarded to one Loyalty Program Member.

 

2.3 Foreign Exchange.

The amount of Points earned at Participating Hotels where a non-Euro currency is used will be calculated based on Qualifying Charges converted to Euros at the date of data processing at the exchange rate selected by the Company.

3 REDEEM POINTS

3.1 Redeeming Points for Awards.

A Member may redeem Points to obtain certain awards ("Redemption Award") including, without limitation, rooms at Participating Hotels, and other services and merchandise. A full listing of current Redemption Award options is available on the Loyalty Program Website.

3.1.1 Points and Redemption Awards may not be exchanged or redeemed by a Member for cash, prizes or credit.

3.1.2 Redemption Awards are valid only for individual travel and are not valid for group travel, package tours, conventions or other special rates and/or package programs, food and beverage credits, incidental expenses, or service charges.

 

3.2 Rooms at Participating Hotels.

A Member may redeem Points for single or double standard rooms at Participating Hotels ("Award Redemption Night"). Some Participating Brands may have different redemption policies. Redeeming Points for an Award Redemption Night is subject to availability at the time of reservation. Advanced reservations are required and must be booked through the H Rewards Channels.

3.2.1 The standard guarantee and cancellation policies of a Participating Hotel will apply to Award Redemption Night reservations including, without limitation, all minimum length of stay requirements, credit card guarantee requirements and charges for late cancellation, no-shows, and early check-out.

i. A Point refund may be issued for a stay that is less than the number of days on the Redemption Award, but the Member must inform the Participating Hotel’s front desk in advance of the early check-out time in order for the Point refund to be issued to the Member’s Account.

ii. If a Member fails to cancel a guaranteed Award Redemption Night reservation within the permitted cancellation period, the respective voucher for the Award Redemption Night is rendered invalid and 10 percent of the Points that were redeemed against such voucher will be re-deposited into the Member’s Account.

3.2.2 The amount of Points required per night to obtain rooms at Participating Hotels varies by the category of the Participating Hotel and the room types available at the Participating Hotel, length of stay, and may also vary by time of year. A list of Participating Hotel categories is available on the Loyalty Program Websites. The Company may change a Participating Hotel’s category at any time.

3.2.3 When redeeming Points for an Award Redemption Night, the Award Redemption Night includes the cost of a single or double standard room at a Participating Hotel and room tax/service charges, if any. All other charges, including incidentals, city tax and resort fees, are the responsibility of the Member and are not included in the Award Redemption Night.

i. Standard rooms vary between Participating Hotels and Participating Brands. Upgraded rooms, including upgrades based on size, view, services, and/or suites, may be available at a higher Points cost.

ii. With an Award Redemption Night, bedding and smoking preferences may be requested, but are not guaranteed.

iii. For all reservations at Zleep Hotels, including for Award Redemption Nights, a credit card guarantee is required. In case of Award Redemption Nights, the guest’s credit card will only be charged if the strict no-smoking policy in the rooms of Zleep Hotels has been not adhered to. In any such case, the guest’s credit card will be charged 1,500 DKK or 1,500 SEK.

3.2.4 Members will not receive Points for the Award Redemption Night portion of their stay.

3.2.5 A Member may redeem Points for up to a total of nine (9) guest rooms at the same Participating Hotel over the same dates. When doing so, the Member agrees to make legitimate Point redemption reservations in good faith for use by the Member and his or her invited guests only, and not for any other purposes, including without limitation, reselling, impermissibly assigning or posting on third party websites, or making speculative, false or fraudulent reservations, or any reservation in anticipation of demand. The Company reserves the right to cancel any reservations it believes to be in violation of the Program Terms.

3.2.6 If a Participating Hotel exits the Loyalty Program for any reason after a Member makes an Award Redemption Night reservation but before the Member’s stay, the Company will use reasonable efforts to have such former Participating Hotel honour the reservation or assist in arranging equivalent accommodations nearby; however, the Company cannot guarantee that any Awards, upgrades or any other benefits a Member may earn under the Loyalty Program will be honoured. If under these circumstances a Member is unable to make use of his/her Award Redemption Night, the Member can return the voucher to the H Rewards Service Center and the Points redeemed will be redeposited into the respective Member’s Account.

 

4 Higher Tier Membership

4.1 Membership Upgrading and Maintenance Requirements

4.1.1 Upgrading Membership. To upgrade to membership status, the Member shall meet the following criteria in Chart 1 below within a Membership Cycle. A "Membership Cycle" shall mean a period of twelve (12) months starting from the date on which a Member is enrolled in the current membership tier level. After the end of this cycle, a new Membership Cycle will start. If the membership tier level changes during a Membership Cycle, a new Membership Cycle will be counted from the date of change.

A Member will be upgraded to the next level of Higher Tier Membership within three (3) days upon such Member meets the upgrading criteria.

4.1.2 Maintenance of Membership. After being upgraded to a new Higher Tier Membership, a Member may enjoy the Higher Tier Membership status for one Membership Cycle. In order to maintain the Higher Tier Membership in the next Membership Cycle, a Member needs to meet the following criteria in Chart 1 below.

If a Higher Tier Member fails to reach the criteria for maintaining his/her current membership within a Membership Cycle, he/she will be automatically downgraded to the membership tier level of which the criteria he/she meets in the previous cycle.

Chart 1: Membership Tier Level Upgrading and Maintenance Rules

Membership Tier Level

Star Member

Silver Member

Prestige Member

Gold Member

Platinum Member

Diamond Member

Conditions for upgrading to the next tier within a membership cycle

3 Qualifying Nights or 350 Euros of Qualifying Charges

5 Qualifying Nights or 500 Euros of Qualifying Charges

10 Qualifying Nights or 1,000 Euros of Qualifying Charges

40 Qualifying Nights or 4,000 Euros of Qualifying Charges

100 Qualifying Nights or 9,000 Euros of Qualifying Charges

N/A

Conditions for maintaining the current tier

N/A

3 Qualifying Nights or 350 Euros of Qualifying Charges

5 Qualifying Nights or spend at least 500 Euro of Qualifying Charges

5 Qualifying Nights or spend at least 500 Euro of Qualifying Charges

30 Qualifying Nights or spend at least 3,000 Euros

80 Qualifying Nights or spend at least 6,750 Euros of Qualifying Charges

 

4.2 Membership Benefits for Higher Tier Membership

Higher Tier Members will receive more benefits as summarized in Chart 2 and further provided in this Section 4.2 below. Please read and understand details of each benefit and you could contact H Rewards Service Center if any questions.

Chart 2: Membership Benefits for Higher Tier Membership

Membership Tier Level

Silver Member

Prestige Member

Gold Member

Platinum Member

Diamond Member

Bonus Reward Points via official H Rewards non-mobile channels official website, call center, or hotels

×1

×1

×1.5

×1.5

×2

Member Rates

6%

10%

10%

10%

10%

Guaranteed Room

-

-

-

72 hours

24 hours

Room Upgrade

-

-

-

Yes

Yes

F&B

-

-

10%

10%

10%

Drink Voucher / 2 Complimentary Breakfasts

-

-

10 € (Drink-Voucher)

2 Complimentary Breakfasts

2 Complimentary Breakfasts

Early Check-in

-

Yes

Yes

Yes

Yes

Late Check-out

1 p.m.

2 p.m.

2 p.m.

2 p.m.

4 p.m.

 

4.2.1 Silver Membership Benefits. Silver Members are eligible to receive the following benefits in addition to all of the Basic Membership Benefits:

  • ŸBonus Reward Points: When a Member books rooms at Participating Hotels via H Rewards Channels including Website, call center or hotels, he/she will earn Points according to section 2.1.1., in addition, the Member will receive 100 per cent Bonus Reward Points. Ÿ
  • Member Rates: A Member will enjoy a discount of six percent (6%) on the best available rate (BAR) when he/she books rooms at Participating Hotels and Participating Brands with Member Account through the Websites. Member Rate is applicable, subject to the adjustment of the Company from time to time, to bookings up to ten (10) rooms at Participating Hotels and may not be combined with other select promotions, offers or discounts, and is not valid for existing reservations or groups. Ÿ
  • Late Check-Out: This benefit is based on availability. The Member can check out at Participating Hotels up until 1 p.m. and times may vary depending on property and occupancy. In addition, this benefit is only for Qualifying Nights or Award Redemption Nights and may not be available in some regions.

4.2.2 Prestige membership Benefits. Prestige Members are eligible to receive the following benefits in addition to all of the Basic Membership Benefits: Ÿ

  • Bonus Reward Points: When a Member books rooms at Participating Hotels via H Rewards Channels including Website, call center or hotels, the Member will earn Points according to section 2.1.1., in addition, the Member will receive 100 per cent Bonus Reward Points. Ÿ
  • Member rates: The Member will enjoy a discount of ten percent (10%) on the best available rate (BAR) when he/she books rooms at Participating Hotels and Participating Brands with Member Account through the Websites. Member Rate is applicable, subject to the adjustment of the Company from time to time, to bookings up to ten (10) rooms at Participating Hotels and may not be combined with other select promotions, offers or discounts, and is not valid for existing reservations or groups.
  • Early Check-In: This benefit is based on availability and times may vary depending on property and occupancy of Participating Hotels. In addition, this benefit is only for Qualifying Nights or Award Redemption Nights and may not be available in some regions. Ÿ
  • Late Check-Out: A Member can check out at Participating Hotels up until 2 p.m. and times may vary depending on property and occupancy. In addition, this benefit is only for Qualifying Nights or Award Redemption Qualifying Nights and may not be available in some regions.

4.2.3 Gold membership Benefits. Gold Members are eligible to receive the following benefits in addition to all of the Basic Membership Benefits: Ÿ

  • Bonus Reward Points: When a Member books rooms at Participating Hotels via H Rewards Channels including Website, call center or hotels, he/she will receive 1.5 times Reward Points as a bonus (i.e. 12 Points per Euro). Ÿ
  • Member rates: A Member will enjoy a discount of ten percent (10%) on the best available rate (BAR) when he/she books rooms at Participating Hotels and Participating Brands with Member Account through the Websites. Member Rate is applicable, subject to the adjustment of the Company from time to time, to bookings up to ten (10) rooms at Participating Hotels and may not be combined with other select promotions, offers or discounts, and is not valid for existing reservations or groups.
  • Early Check-In: This benefit is based on availability and times may vary depending on property and occupancy of Participating Hotels. In addition, this benefit is only for Qualifying Nights or Award Redemption Nights and may not be available in some regions.
  • Late Check-Out: A Member can check out at Participating Hotels up until 2 p.m. and times may vary depending on property and occupancy. In addition, this benefit is only for Qualifying Nights or Award Redemption Nights and may not be available in some regions.
  • F&B: A Member will enjoy a discount of ten percent (10%) on total guest check (taxes included) at our restaurant and bars at Participating Hotels. A Member shall identify his or her identity as a Member. Ÿ
  • Drink Voucher: A Member will receive 10 € (Drink Voucher) which is no cash value. Voucher is only redeemable against specified bar services and can be used for partial payment for all beverages. Only one Drink Voucher can be redeemed per stay including at least one Qualifying Night at Participating Hotels and must be handed over. At Zleep Hotels, the Member will receive a voucher for one complimentary drink instead.

4.2.4 Platinum membership Benefits. Platinum Members are eligible to receive the following benefits in addition to all of the Basic Membership Benefits: Ÿ

  • Bonus Reward Points: When a Member books rooms at Participating Hotels via H Rewards Channels including Website, call center or hotels, he/she will receive 1.5 times reward points as a bonus (i.e. earn 12 Points per Euro). Ÿ
  • Member rates: A Member will enjoy a discount of ten percent (10%) on the best available rate (BAR) when the Member books rooms at Participating Hotels and Participating Brands with Member Account through the Websites. Member Rate is applicable, subject to the adjustment of the Company from time to time, to bookings up to ten (10) rooms at Participating Hotels and may not be combined with other select promotions, offers or discounts, and is not valid for existing reservations or groups. Ÿ
  • Guaranteed Room: A room reservation at Participating Hotels will be guaranteed when the reservations are made before 72 hours prior to intended arrival. However, Guaranteed Room benefit may not be applied to the third-party bookings or reward bookings and may not be available on certain limited dates (e.g., special events). The Guaranteed Room benefit cannot be used in conjunction with award usage or any type of promotional or discounted rates. Ÿ
  • Room Upgrade: A Member will receive the complimentary upgrade to the next best available room category (except suites or specialty rooms) at Participating Hotels subject to the availability for the entire length of stay at the time of check-in. If the next higher category is not available, the upgrade should be done in the same category (e.g. higher floor, better view, etc.). Upgrade is only for Qualifying Nights or Award Redemption Nights and is not available at Zleep Hotels. Ÿ
  • Early Check-In: This benefit is based on availability and times may vary depending on property and occupancy of Participating Hotels. In addition, this benefit is only for Qualifying Nights or Award Redemption Nights and may not be available in some regions. Ÿ
  • Late Check-Out: A Member can check out at Participating Hotels up until 2 p.m. and times may vary depending on property and occupancy. In addition, this benefit is only for Qualifying Nights or Award Redemption Nights and may not be available in some regions. Ÿ
  • F&B: A Member will enjoy a discount of ten percent (10%) on total guest check (taxes included) at restaurants and bars at Participating Hotels even if not a registered guest at the hotel. A Member shall identify himself/herself as a Member. 
  • 2 Complimentary Breakfasts: A Member will receive 2 Complimentary Breakfasts. This benefit is applied to single and double occupancy for each booked Qualifying Night at Participating Hotels. At Participating Hotels, where breakfast is already included in the room rate, a 20 Euro F&B voucher per stay is offered instead.

4.2.5 Diamond Membership Benefits. Diamond Members are eligible to receive the following benefits in addition to all of the Basic Membership Benefits: Ÿ

  • Bonus Reward Points: When a Member books rooms at Participating Hotels via official H Rewards channels, including official website, call center or hotels, he/she will receive 2 times Reward Points as a bonus, i.e. earn 16 Points per Euro. 
  • Member rates: A Member will enjoy a discount of ten percent (10%) on the best available rate (BAR) when he/she books rooms at Participating Hotels and Participating Brands with Member Account through the Websites. Member Rate is applicable, subject to the adjustment of the Company from time to time, to bookings up to ten (10) rooms at Participating Hotels and may not be combined with other select promotions, offers or discounts, and is not valid for existing reservations or groups. Ÿ
  • Guaranteed Room: A room reservation at Participating Hotels will be guaranteed when the reservations are made before 24 hours prior to intended arrival. However, Guaranteed Room benefit may not be applied to the third-party bookings or reward bookings and may not be available on certain limited dates (e.g., special events). The Guaranteed Room benefit cannot be used in conjunction with award usage or any type of promotional or discounted rates.
  • Room Upgrade: A Member will receive the complimentary upgrade to the next best available room category (except suites or specialty rooms) at Participating Hotels subject to the availability for the entire length of stay at the time of check-in. If the next higher category is not available, the upgrade should be done in the same category (e.g. higher floor, better view, etc.). Upgrade is only for Qualifying Nights or Award Redemption Nights and is not available at Zleep Hotels.
  • Early Check-In: This benefit is based on availability and times may vary depending on property and occupancy of Participating Hotels. In addition, this benefit is only for Qualifying Nights or Award Redemption Nights and may not be available in some regions.
  • Late Check-Out: A Member can check out at Participating Hotels up until 4 p.m. (at Zleep Hotels up until 2 p.m.) and times may vary depending on property and occupancy. In addition, this benefit is only for Qualifying Nights or Award Redemption Nights and may not be available in some regions. Ÿ
  • F&B: A Member will enjoy a discount of ten percent (10%) on total guest check (taxes included) at our restaurant and bars at Participating Hotels even if not a registered guest at the hotel. A Member shall identify his or her identity as a Member. Ÿ
  • 2 Complimentary Breakfasts: A Member will receive 2 Complimentary Breakfast. This benefit is applied to single and double occupancy for each night of the booked Qualifying Nights at Participating Hotels. At Participating Hotels, where breakfast is already included in the room rate, a 30 Euros F&B voucher per stay is offered instead.

 

5 No Guarantee of Specific Benefits; Limitation of Warranties; Limitations of Liability

5.1 The company does not warrant or guarantee the continuous availability of any specific awards or benefits. The company does not warrant or guarantee the continuous availability of h rewards channels. Any services under program terms are provided as services without implied warranties or guarantees.

5.2 Any liability of the Company under or in connection with the Loyalty Program shall be as follows:

5.2.1 The Company is liable without limitation in case of (i) harm to body, life and health caused by wilful misconduct or negligence of the Company or its vicarious agents; (ii) any damages caused by wilful misconduct or gross negligence of the Company or its vicarious agents; and in cases (iii) where liability cannot be excluded under mandatory law.

5.2.2 The liability for the breach of essential contractual obligations (being the Company’s obligations which are essential for the Loyalty Program and upon which the Member relied on when entering into Program Terms) by slight negligence of the Company or its vicarious agents is limited to the damages typically foreseeable under Program Terms.

5.2.3 THE LIABILITY FOR ALL OTHER CASES IS EXCLUDED.

6 Amendment of Program Terms

6.1 The Company reserves the right to change Program Terms and all conditions referred hereinto (such as benefits, amenities, offers, awards and services and Point rules) from time-to-time in accordance with the following provisions:

6.1.1 The Company may always change Program Terms and conditions referred hereinto that only affect the general conditions of Program Terms (e.g. contact information), new technical developments or similar reasons. The same applies to benefits and rules referred to under Program Terms if the changes do not disadvantage Members. The Company will provide Members with at least six (6) weeks’ notice before such a change become effective.

6.1.2 The Company may also change Program Terms and conditions referred hereinto in the event of a change in legal regulations or in the case of a change in case-law of the highest courts that affects one or more provisions of Program Terms; in this case, the affected terms shall be adjusted in such a way as to comply with the purpose of the changed legal situation. The Company will provide Members with at least six (6) weeks’ notice before such a change become effective, unless it is legally required to implement the change sooner.

6.1.3 The Company may further change Program Terms and conditions referred hereinto by prior notification to Members if Members have the possibility to object to the change. In this event, the Company will notify the changes to Members via mail, email or any other form where notice of the change will reach Member’s sphere of influence. If you do not object in writing to the use of the new version within six (6) weeks, you shall be deemed to have consented to the amendment and the new version shall become effective after expiry of the objection period. When announcing changes to Program Terms or any conditions referred to herein, the Company will expressly draw your attention to the significance of this behaviour. If a Member objects to any such change, Membership can be terminated (ordinary termination).

6.1.4 Upon changing Program Terms, the Company will always reasonably consider your legitimate interests. Any claims for damages by Members due to changes in the Program Terms are excluded.

 

6.2 Unless otherwise stated, the updated version of Program Terms will apply to your participation in the Loyalty Program beginning as of its effective date.

 

7 Termination of Loyalty Program

7.1 The Company may terminate the Loyalty Program with six (6) months’ advance notice to all active Loyalty Members. At the Company’s sole discretion, the Company may choose to substitute a similar loyalty program for the Loyalty Program at any time immediately upon notice to active Loyalty Members. A Member may not accumulate Points or claim Redemption Awards, promotional Awards or Loyalty Program benefits or amenities after the termination of the Loyalty Program.

7.2 The Company may terminate any of the Loyalty Program in whole or in part, in any jurisdiction on less than six months' notice if required to do so by applicable law.

7.3 If the Loyalty Program is terminated, all unredeemed Points will be forfeited without any obligation or liability, and no Redemption Award claims or promotional Award claims will be honoured after the conclusion of the notice period.

 

8 Privacy

8.1 The Company respects your privacy and values the trust you place in the Company when you share your personal data with us. Please read carefully the Company's H Rewards Privacy Policy which describes how the Company processes your personal data. If a Member has any questions about the H Rewards Privacy Policy or its collection, use, or disclosure of a Member’s data, the Member should contact the Company’s Data Protection Officer named in the H Rewards Privacy Policy.

 

9 Governing Law; Jurisdiction

9.1 The law applicable to Program Terms is German law without the application of its international privacy law and the UN Convention on the Sale of Goods.

9.2 As a consumer, if you are resident in the European Union and the Company directs its services in connection with Program Terms to the member state in which you are resident, you will benefit from any mandatory provisions of the law of the country in which you are resident. Nothing in these Program Terms, affects your rights as a consumer to rely on such mandatory provisions of local law.

9.3 The Company is not obliged to participate in an arbitration procedure, nor does it offer to participate in such a procedure.

 

10 Miscellaneous

10.1 Change of Contact Information.

Each Member is responsible for advising the Company of any changes to his or her contact information.

10.2 Monitoring Account. Subject to the applicable data protection laws, the Company reserves the right to monitor the Accounts of all Members, at any time and without notice, for compliance with Program Terms. Insofar as permitted by applicable data protection law, the Company may review in this connection all Members’ Points, Qualifying Nights, and transaction history including, without limitation, requests for Loyalty Program Awards, promotional Awards and other benefits.

10.3 Correction of Points and Benefits. At any time and in the Company’s sole discretion and without notice, the Company may correct or cancel (i) the upgrading of Membership tier level, (ii) the amount of Points credited to a Member’s Account, and (iii) any other benefit that has been credited to a Member’s Account, which is not eligible for a Member in accordance with Program Terms.

10.4 Taxes. Points, Redemption Awards, promotional Awards and other Member benefits may be subject to income or other taxes. The Member is responsible for paying all such taxes and for making all applicable disclosures to third parties including, without limitation, the party who paid for the transaction from which the Member earned Points. The Company will not be liable for any tax liability, duty or other charges in connection with the issuance of Points, Redemption Awards, promotional Awards and other Member benefits.

10.5 No Partnership. Nothing in Program Terms is intended or shall be construed to create or establish any agency, partnership or joint venture relationship between the Company and the Members.

10.6 Severability. If one of Program Terms is invalid, other terms will not be affected. If one of Program Terms is held to be illegal, invalid or unenforceable, that part shall be deemed to be separated from Program Terms, without prejudice to the validity and enforceability of all other terms hereof.

10.7 Entire Agreement. Program Terms, together with any other terms and conditions, rules, or regulations incorporated herein or referred to herein constitute the entire agreement between the Company and Members relating to the Loyalty Program.

10.8 Binding text version. The German version of these Program Terms is the legally binding one.