FREQUENTLY ASKED QUESTIONS

ABOUT THE PROGRAMME

How do I join Fraser World?

Simply sign up here to start enjoying your membership privileges. 

What benefits do I get as a member?

Fraser World is a loyalty programme with three membership tiers: Crystal, Sapphire and Diamond. 

Find out more about the membership privileges for each tier here.

Where can I retrieve my membership details?

Simply sign in to your account to view your membership status and benefits.

Can I have more than one Fraser World membership?

Fraser World membership is issued on an individual basis hence you can only hold one account at any one time.

What is Fraser World?

Fraser World is a loyalty programme which recognises guests and reward members when they stay at participating serviced apartments and hotel residences. 

As a member of this programme, you enjoy access to a wealth of exclusive benefits including members-only rates and preferential stay privileges. What's more, you can book, stay and earn points for redemption rewards to make your stay with us even more awarding.

Is there a fee to join Fraser World?

Membership is free. To join this loyalty programme, simply complete the online enrolment form here.

MEMBERSHIP TIERS

What happens if I do not accumulate sufficient qualifying room nights to retain my Sapphire or Diamond membership status when the 12-month term ends?

Fraser World Sapphire or Diamond membership is renewable based on the number of qualifying nights accumulated within the 12-month term.

Sapphire Membership

Your Sapphire membership will be renewed automatically when you stay at least 10 qualifying room nights for short stays* or 150 qualifying room nights for long stays** within a 12-month term. If you accumulate less than the required qualifying room nights over the Sapphire membership term, your membership will be renewed at the Crystal tier.

Diamond Membership

Your Diamond membership will be renewed automatically when you stay at least 40 qualifying room nights for short stays* or 300 qualifying room nights for long stays** within a 12-month term. If you accumulate less than the required qualifying room nights over the Diamond membership term, your membership will be renewed at either the Crystal or Sapphire tier, depending on the room nights accumulated at the point of renewal.

* Short Stays: stays between 1 to 29 consecutive qualifying rooms nights

** Long Stays: stays of 30 or more consecutive qualifying room nights

Note: Number of qualifying room nights vary, depending on the country where the qualifying stay is completed

Which membership tier can I join?

There are three membership tiers: Crystal, Sapphire, and Diamond. Crystal status is automatically awarded when you sign up for membership. 

Members qualify for an upgrade when they meet the minimum qualifying nights to advance to a higher membership tier, Sapphire or Diamond status.

To learn more about the membership tiers and its privileges, click here.

 

What is the validity of my Fraser World membership?

You will be issued a lifetime Fraser World Crystal membership upon a successful sign-up.

Fraser World Sapphire or Diamond membership is valid for 12 months upon the upgrade. At the end of the 12-month term, your membership status will be evaluated for tier renewal and is determined based on the number of qualifying nights accumulated during the term.

How do I upgrade to the next membership tier?

Members who achieve the following over 12 months from the date of enrolment will be automatically qualified for an upgrade to the next tier and your online membership account will reflect the upgraded status. 

Sapphire Membership

Sapphire status is awarded automatically on the 10th qualifying room night for short stays* or 150th qualifying room night for long stays** at participating Frasers Hospitality's serviced apartments and hotel residences.

Diamond Membership

Diamond status is awarded automatically on the 40th qualifying night for short stays* or 300th qualifying room night for long stays** at participating Frasers Hospitality's serviced apartments and hotel residences.  

* Short Stays: Stays between 1 to 29 consecutive qualifying rooms nights

** Long Stays: Stays of 30 or more consecutive qualifying room nights

Note: Number of qualifying room nights vary, depending on the country where the qualifying stay is completed

EARNING POINTS

How long will it take for Fraser World points to be credited to my account?

Fraser World points will be credited to your account within two weeks after a stay at the qualifying rate, and upon all relevant payments being made in full.

What is a qualifying rate?

  • A qualifying rate means the actual rate paid for a room at any participating Frasers Hospitality Group serviced residence or hotel residence. This is the published room rate on the Frasers Hospitality website or at such other rate that the company may in its sole and absolute discretion include from time to time as a qualifying rate under the Fraser World programme.
  • Unless specified, the qualifying rate does not include rates booked via online travel channels and/or other third-party channels, including, without limitation, expedia.com, agoda.com, hotwire.com, priceline.com, orbitz.com, booking.com, travelocity.com, ctrip.com, and elong.com, wholesaler, crew, courtesy or bartered rates.

I have missing stays. How can I request for the points to be credited?

If you do not see all your stays in your account summary when you login, send a ‘missing points’ query to the fraser world loyalty centre here within three months after your check-out date and we will credit the entire missing stay. You must be a member of Fraser World at the time of the stay.

Can I earn points for rooms booked using my existing points?

You will not be entitled to earn any Fraser World points for room redemption using your points.

Can I share my membership with my friends and family and earn points without staying?

 

Membership is on an individual basis. It is non-transferable and cannot be shared, combined or transferred. You will not be entitled to earn any Fraser World points if you are not one of the registered occupant during the stay according to our stay record.

What is a qualifying room night?

  • A qualifying room night means a night stayed at any participating Frasers Hospitality Group serviced residence or hotel residence at the qualifying rate.
  • It does not include any complimentary stays extended to the member for any reason.

Can I earn points for stays if I were to make any last minute cancellation and/or did not check in at the booked property?

You will not be eligible for Fraser World points accrual if you were to cancel your booking 48 hours* prior to arrival or if you did not check in at the booked property (*48 hours or earlier depending on the qualified rate plan booked under the stipulated T&C)

If I share a residence with other members, can we all be awarded Fraser World points?

If you are sharing a residence with other members, only the member who made the booking will be awarded Fraser World points.

How do I keep track of the points I have earned?

You can review your points on the ‘My Account Summary’ page when you login.

Can I earn Fraser World points for stays incurred prior to joining Fraser World?

You can get credits at participating Frasers Hospitality Group serviced residences or hotel residences when you sign up for Fraser World membership during your stay at the property. Fraser World points are not eligible for accrual after the check-out is completed. Please allow 30 days for the points to be credited into your Fraser World account.

Do my Fraser World points expire?

Fraser World points are valid for 2 years upon the date of issue.

How do I ensure that all my stays are credited to my account?

Stays are automatically credited to your Fraser World account when you quote your membership number upon reservation or present your membership card upon check-in.

How are Fraser World points awarded?

  • Points are awarded when you book at a qualifying rate at any participating Frasers Hospitality Group serviced residence or hotel residence.
  • You earn 1 Fraser World point for every USD$1 or USD$1 equivalent spent on a Qualifying Rate for short stays of between 1 to 29 consecutive qualifying room nights, or 0.5 Fraser World points for every USD$1 or USD$1 equivalent spent on a Qualifying Rate for long stays of 30 or more consecutive qualifying room nights. For properties in Australia, France, Germany, Spain, Turkey, and UK, the definition for “Short Stays” is 1 to 27 consecutive Qualifying Room Nights, and for “Long Stays” is 28 or more consecutive Qualifying Room Nights.
  • Quote your membership number at the time of reservation. Where applicable, please present your membership card upon check-in.

Can I get points for more than one room if I pay for group stays?

Room night credits for Fraser World is for individual travel only. As such, only one card member is entitled to the points credited for the apartment that he/she occupies. We are unable to accept requests to divide or consolidate folios.

REDEEMING POINTS

How do I redeem using my points?

You may login here to view your points balance and access the redemption options available. 

Amazon eGift Card

To redeem the Amazon.com eGift Card, select 'redeem' to proceed with the transaction. A confirmation email will be sent to you within three working days upon successful redemption.

Stay Redemption

View the redemption catalogue for the full list of eligible properties and points requirement. To redeem, click 'Contact us now' to submit your redemption request. Room redemption request should include the property name and stay date(s), and sent to us at least one week in advance. 

Can I purchase or transfer points if I do not have enough Fraser World points for redemption?

Purchase or transfer of points are not available at this point in time.

Can I use the Amazon eGift Card in all regions where Amazon operates in?

The Amazon eGift Card is only valid for purchase made on the Amazon US website. It will not be valid for purchase in other regions where Amazon operates in.

Will I be entitled to membership tier benefits for room redemption stays using my points?

You are entitled to all membership tier-related benefits during room redemption stays made using your points.

Can I make a room redemption with a combination of points and cash?

Room Redemption using a combination of points and cash is not available at this point in time.

What happens to my points if I cancel a reservation made using my points redemption?

If the room redemption is cancelled, the Fraser World points used for the reservation will be forfeited and will not be credited back to your account.

What can I redeem using my points?

You may use your Fraser World points to redeem Amazon eGift Cards or free stays at participating Frasers Hospitality's serviced apartments and hotel residences. View the full redemption catalogue here.

ABOUT FRASER WORLD VOUCHERS

When do I receive the Fraser World Annual Explorer e-Voucher?

Each member will be issued one Fraser World Annual Explorer e-Voucher per year during the first calendar month. New members will receive the e-Voucher from the second year of membership. The e-Voucher will be sent via email along with the voucher code and details. 

How do I receive the Welcome e-Voucher?

You will be issued a Welcome e-Voucher upon a successful sign-up. The Welcome e-Voucher is awarded in the first year of membership and you will receive your one-time e-Voucher via email upon return confirmation of your verification email. 

Is splitting of stay allowed for room redemption using the e-Voucher?

Splitting of stay is not allowed. All e-Vouchers can only be utilised for one room made under one booking. 

Can I request for an extension if my e-Voucher has expired?

Extension of the e-Voucher booking redemption and stay utilisation period is strictly not allowed. 

How do I book using the e-Voucher?

Each member is entitled to one e-Voucher per calendar year, prior reservation is required and subject to availability. The e-Voucher is valid for direct booking made with participating Frasers Hospitality's serviced apartment or hotel residence. For reservations, please call or email the property and quote the e-Voucher code. Click here to view the full list of properties available for redemption.

Can I redeem a stay of more than 5 nights using the e-Voucher?

Each e-Voucher can only be used for a maximum stay of five nights. 

How do I check the eligible booking period / expiry of my e-Voucher?

Details of the e-Voucher including eligible booking redemption period, stay utliisation period, and terms and conditions are listed in the e-Voucher email sent to you when it is issued.

To check the status and eligible booking period/expiry date of your e-Vouchers, login here to access your account and refer to the 'Vouchers' tab under the 'Activities' section.

Can I transfer my e-Voucher to my family or friends?

All e-Vouchers are not transferable or exchangeable.

Can I accumulate nights and points for my stay booked using the e-Voucher?

A reservation booked using an e-Voucher is not considered as a Qualified Booking hence will not be eligible for Fraser World nights and points accrual, and this applies to the entire stay duration. 

PARTICIPATING PROPERTIES & ESTABLISHMENTS

Which are the participating serviced apartments and hotel residences in the Fraser World programme?

View the full list of participating serviced apartments and hotel residences here.

GENERAL INFORMATION

Who can I ask if I have more questions?

Please send your questions or feedback to the Fraser World Loyalty Centre here. We will get in touch with you shortly.

Will my personal information be kept private?

At Frasers Hospitality, protecting your privacy is very important to us. We do not share nor sell any personal information furnished to us in accordance with our Privacy Policy.