#Frasercares - covid - 19

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Foire Aux Questions

À PROPOS DU PROGRAMME

How do I join Fraser World?

Simply enrol online and start enjoying your membership privileges right away.

What benefits do I get as a member?

Fraser World has three membership tiers: Crystal, Sapphire and Diamond. Find out more about the member privileges for each tier here

Can I have more than one Fraser World membership?

Fraser World membership is awarded 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 who are regular patrons of Frasers Hospitality Group serviced residences and hotel residences. As a member of this programme, you enjoy access to members-only privileges and offers. From 27 July 2017, you will have additional rewards to choose from, when Fraser World is relaunched with the addition of a redemption programme.

Is there a fee to join Fraser World?

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

When will I receive my membership card?

You will be issued a digital membership card immediately upon your return confirmation of a verification email. Simply login to your account and click on ‘Membership Card’ to retrieve your digital card.

NIVEAUX D’ADHÉSION

When does my membership expire? What happens if I do not accumulate sufficient qualifying room nights?

Crystal Membership

  • Once approval of application, you will be issued a lifetime Crystal membership.

Sapphire Membership

  • Sapphire membership is valid for 12 months from the date of upgrade from Crystal 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 per Sapphire membership term, your membership will be renewed at the Crystal tier.
Diamond Membership
  • Diamond membership is valid for 12 months from the date of upgrade from Sapphire 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 per 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.

    Re-qualification Criteria
    * Short Stays: stays between 1 to 29 consecutive qualifying rooms nights
    ** Long Stays: stays of 30 or more consecutive qualifying room nights

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. Find out more about the membership tiers here.

What is the validity of my Fraser World membership?

  • You will be issued a lifetime Fraser World Crystal membership upon successful sign-up.
  • Fraser World Sapphire or Diamond membership is valid for 1 year upon upgrade.

How do I upgrade to the next membership tier?

Members will be automatically upgraded to the next tier upon achieving the following in the course of a 12-month term from the date of enrolment in the membership programme:

Sapphire Membership

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

Diamond Membership

Diamond status is awarded automatically at the 40th qualifying night for short stays* or 300th qualifying room night for long stays** at participating Frasers Hospitality Group serviced residences 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

I have been upgraded to a new membership tier. When will I receive my new membership card?

Your new status will be reflected immediately on your digital membership card. Simply login to your account and click on ‘Membership Card’ to retrieve your digital card.

L’OBTENTION DE 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.

ÉCHANGE DE POINTS

How do I redeem using my points?

  • To redeem the Amazon eGift Card using your Fraser World points, login to the redemption catalogue page and select ‘Amazon eGift Card’.
  • To redeem free stays, login and select the property, subject to availability.

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.

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.

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 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 Group serviced residences and hotel residences. View the full redemption catalogue here.

À PROPOS DE LA REMISE SUR LES ANNIVERSAIRES

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

No, Birthday e-Voucher is not transferable or exchangeable for cash.

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

The Birthday e-Voucher has a validity of 180 days upon voucher issuance, extension of the Birthday e-Voucher validity is strictly not allowed.

How do I book using the Birthday e-Voucher?

Each member is entitled to only one Birthday e-Voucher during their birthday month, prior reservation is required and subject to availability. For reservations, please call or email the property directly and quote the e-voucher code. Click here for the full participating property listing.

Can I earn points for my stay using the Birthday e-Voucher?

No, reservations booked using this e-voucher is not considered a Qualified Booking and will not be eligible for Fraser World points accrual.

Can the stay be more than 5 Nights for the Birthday e-Voucher?

No, the Birthday e-Voucher can only be used for a maximum of 5 Nights stay.

Can the splitting of stay allowed for the Birthday e-Voucher?

No, the Birthday e-Voucher can only be used once and splitting of stay is not allowed.

PARTICIPATING PROPERTIES & ESTABLISHMENTS

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

 

View the list of participating serviced residences and hotel residences in the Fraser World Programme here.

Which properties offer F&B discounts?

View the list of participating serviced residences and hotel residences offering F&B discounts here.

Are Malmaison and Hotel du Vin included in Fraser World programme?

Malmaison and Hotel du Vin are not currently included in the programme. However, we have plans to include these boutique properties in the near future.

INFORMATIONS GÉNÉRALES

Will my personal information be kept private?

At Frasers Hospitality Group, 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.

I have more questions. Who can I ask?

Please send us your enquires or feedback here. We will get in touch with you shortly.