Question 1

What is Ascott Star Rewards?

Accepted Answer

Ascott Star Rewards is a loyalty programme designed to make your stays with them more rewarding. Book, stay, and earn points that can be used to bring down the cost of your room, offset charges, and more. We guarantee the lowest rates and reward our loyal members with special perks as they climb the membership tiers. These perks include higher birthday discounts, extra bonus points, and complimentary room upgrades. What's more, Ascott Star Rewards offers partial redemptions, so you can use your points whenever it suits you.

Question 2

How do I join to become an Ascott Star Rewards member?

Accepted Answer

Enrolment is only available online on the Discover ASR website or mobile application. Kindly register online and start enjoying your membership benefits.

Question 3

How do I activate my Ascott Star Rewards account?

Accepted Answer

Please check for the activation email from “Discover ASR” and click on the provided link to activate your account. If you have not received the email, please check your spam or junk mail.

Question 4

Am I required to pay membership fees for membership application?

Accepted Answer

No, membership is free. A new member will join as Ascott Star Rewards Classic membership.

Question 5

How do I get a membership card?

Accepted Answer

As part of our commitment to environmental sustainability, there will not be a physical membership card. Simply sign in to your account to view your membership status and benefits.

Question 6

Is there an expiry date for my membership?

Accepted Answer

There is no membership expiry once you have joined our Ascott Star Rewards. Your membership status is automatically reviewed based on the spends within a 12-month qualifying period.

Question 7

How do I update my marketing subscription?

Accepted Answer

Sign in to your Ascott Star Rewards account and update your marketing subscription in "My Account Preferences" tab. We would love to share our latest news with you!

Question 8

Is the membership transferable?

Accepted Answer

No, each membership is exclusive to the individual person and the email registered.

Question 9

I have forgotten my password to my account, what should I do?

Accepted Answer

Click on the forgot password link at the sign in page to reset your password. You will receive an email with instructions to reset it. If you do not receive an email, check your spam folder or email addresses linked to your ASR account.

Question 10

How do I cancel my membership?

Accepted Answer

To cancel, please navigate to “My Account Details” tab in your account and click “Deactivate Now” to deactivate your account. All unredeemed points will be forfeited from date of notice of cancellation and may not be reinstated or transferred.

Question 11

Can I have multiple ASR accounts?

Accepted Answer

Members cannot have multiple ASR accounts. Those who wish to link their corporate email addresses may do so under the corporate email field in their personal ASR account.

Question 12

How do I know if the property I am staying at is an ASR participating property?

Accepted Answer

You may view our list of ASR participating properties here.

Question 13

What if I’m having problems login into my ASR account/ my ASR account is locked?

Accepted Answer

Kindly contact us via our the contact us form on our Discover ASR website or mobile application https://www.discoverasr.com/en/contact-us and our team will gladly assist you in your issue.

Question 14

I would like to request for a status match in accordance with my other loyalty programs.

Accepted Answer

Kindly contact us via our the contact us form on our Discover ASR website or mobile application and our team will gladly assist you in your issue. Learn more about status match here.

Question 15

What are the benefits of the Ascott Star Rewards Program?

Accepted Answer

Ascott Star Rewards membership unlocks a world of exclusive benefits at their award-winning properties across 30 countries. You'll enjoy guaranteed lowest rates, room upgrades, special discounts, flexible check-in/out times, complimentary airport transfers, and more! Learn more about member benefits here.

Question 16

How do I get members' rates for hotel stays?

Accepted Answer

Sign in to your Ascott Star Rewards account to get members’ rates. When searching for a destination/property and stay dates, available exclusive member rates will appear. If there is a promotional rate not listed, it may be sold out. Kindly check other available rates.

Question 17

How can I find out about the latest promotions for Ascott Star Rewards?

Accepted Answer

To find out the latest member’s related information simply log in to your ASR account and click “View Offers” page to explore our latest promotion. Click here to view our partner offers.

Question 18

As a member, can I get an early check-in or late checkout?

Accepted Answer

We will prioritize your request. Check-in and check-out times vary by serviced residence and location. You may request early check-in upon arrival, or a late checkout on departure day.

Question 19

For complimentary breakfast in Europe properties, how many pax does it include?

Accepted Answer

For stays lasting 1-29 nights, complimentary breakfast is provided for 2 pax.

For stays of 30 nights or more, complimentary breakfast is provided for 1 pax.

Question 20

Can I select my one-way airport transfer for either arrival or departure?

Accepted Answer

Yes, arrange your one-way airport transfer at check-in with our front desk.

Question 21

Could you explain the rewards redemption process for Milestone Rewards?

Accepted Answer

When members meet the qualifying spent, they can choose vouchers to redeem (e.g. cash voucher, bonus points or next stay voucher). One voucher must be selected within 90 days to avoid the benefit being forfeited.

All voucher selections are final. Outstanding Milestone Rewards will be issued before July 1, 2024.

Question 22

When does the birthday surprise voucher expire?

Accepted Answer

The voucher expires 6 months from date of issuance. It is issued 30 days before the member’s birthdate.

Question 23

What is the redemption process for airport lounge pass?

Accepted Answer

After Member has redeem their airport lounge pass rewards within 90 days from the date of voucher issuance on their voucher dashboard. An ASR Transaction Alert email will be sent to the members to finalize the issuance of their personalized airport lounge access pass. Members must complete the online form and provide their voucher code with their preferred date of use and they will receive the airport lounge pass within 7 days from submission. 

Question 24

What are the membership status/tiers available?

Accepted Answer

There are four membership statuses, starting with Classic and progressing through Silver and Gold to Platinum. Compare all membership status and their benefits here.

Question 25

How do I upgrade or maintain my membership status/tier?

Accepted Answer

To maintain or upgrade your membership status, the minimum qualifying amount must be achieved in the 12 consecutive months in your most recent membership year. Failure to meet the requirement will result in moving back to the previous tier. Members are automatically upgraded once they meet the point criteria.

Question 26

How can I check my points?

Accepted Answer

Sign in to your Ascott Star Rewards account via Discover ASR website or mobile application to check your point balance.

Question 27

When will my points expire?

Accepted Answer

Your points will expire 24 months from the date of issue, and you may check your expiring points in the “Dashboard” available in your Ascott Star Rewards account.

Question 28

Can I transfer my points to another Ascott Star Rewards member?

Accepted Answer

Your membership and points are personal to you and are non-transferable.

Question 29

Can I earn points on multiple rooms?

Accepted Answer

Ascott Star Rewards is designed for frequent travelers like you. As the main guest booking multiple rooms and covering the costs, you can collect points for each room occupied during your stay. That's right, multiple room bookings, multiple point opportunities!

Question 30

Do I need to be signed into my account when I make a booking to earn points?

Accepted Answer

Yes, you must sign in to your Ascott Star Rewards account to earn points for a qualifying booking.

Question 31

How do I earn points?

Accepted Answer

To earn points and enjoy member benefits, make sure your reservation is a qualifying booking. This means booking directly through our official website or mobile app, or by contacting the property directly. Reservations made through third-party websites or travel agencies won't qualify for rewards.

Question 32

How long does it take for points to be credited into my account?

Accepted Answer

Points will be credited into your account within 14 days upon the completion of your stay.

Question 33

My account did not reflect points earned for a recent stay. How can I claim the missing points?

Accepted Answer

If points have not been awarded after 14 days, reach out to us via the contact us form on Discover ASR website or mobile application, within three months after your check-out date.

Question 34

What can I redeem using my points?

Accepted Answer

Redeem your points for free rooms or in-stay rewards (e.g. airport transfers, room upgrades, breakfast) at award-winning participating properties. ASR points can also be exchanged with our participating partners or make a donation to Capitaland Hope Foundation.

Question 35

How do I redeem my points?

Accepted Answer

Redemptions can be done through Discover ASR website or mobile application. An option will be given to offset booking prices using points. Simply use the slider to select points to redeem for bookings.

Question 36

What if I do not have enough points to fully redeem a room stay or in-stay reward?

Accepted Answer

You may choose to pay with a combination of points and cash for room redemptions.

Question 37

Am I allowed to make a cancellation once the redemption has been made?

Accepted Answer

Room cancellations can only be made without penalty. Points used for the booking will be credited back to your account if done in line with booking conditions and cancellation policy.

Question 38

Can my points be exchanged for cash?

Accepted Answer

No, points are not exchangeable for cash.

Question 39

What is the limit of points that I can redeem?

Accepted Answer

There is no limit to the number of points you can redeem from your membership account.

Question 40

How can I buy points?

Accepted Answer

Users may purchase points via our Discover ASR website or mobile application.

On our website, simply navigate to the “Buy Points” page under “Member’s Benefits” tab to start purchasing your points.
On our mobile app, simply navigate to “Buy Points”’ page under “Account” tab to start purchasing your points.

Question 41

Can I buy points as a gift for other people?

Accepted Answer

Yes. When purchasing points, tick the box labelled “I'm purchasing these points as gift to someone” and enter the member’s email you would gift the ASR points to. The recipient must click ‘Claim My Gift’ in the email to claim the points.

Question 42

Does the amount spent purchasing points contribute towards my tier upgrade?

Accepted Answer

Amount spent on ASR points contributes to your tier upgrade. However, ASR points received as gift(s) do not count towards your qualifying spend and tier upgrade.

Question 43

Can I cancel or refund my purchase if I made an incorrect ASR points selection by mistake at point of purchase?

Accepted Answer

ASR points purchased are non-refundable and non-cancellable once payment is confirmed. Please double-check your selection before proceeding with payment.

Question 44

What is the maximum number of points that I can purchase?

Accepted Answer

Members can purchase a maximum of 400,000 ASR points in 1 calendar year, excluding bonus points that may be awarded from special promotions.

Question 45

Is there a cap on how many ASR points I can receive from my friends and family?

Accepted Answer

There is no cap on the amount of ASR points you can receive as gifts.

Question 46

How fast will the ASR points be credited into my ASR account upon purchasing points?

Accepted Answer

The purchase transaction may take up to 14 days to be completed and for ASR Points to be credited into the recipient’s Account.

Question 47

How do I tag an airline membership to my account?

Accepted Answer

This can be done under “My Account Preferences” then “Earn Miles”. The airline membership number, first and last name entered must match exactly with the registered airline membership account.

Question 48

How many airline memberships can I tag to my account?

Accepted Answer

Each ASR account can only earn miles from one (1) chosen Airline Membership at the same time. Each ASR account can only be linked to one unique airline membership number for lifetime.

Question 49

How do I change my airline membership account to another airline?

Accepted Answer

You may update your existing Airline Membership under “My Account Preference” then “Earn Miles”. The change will only take effect after thirty (30) days from the date of change request and the effective date will be indicated on your membership dashboard.

Question 50

What is a Qualifying Booking to be eligible for earning miles?

Accepted Answer

Qualifying Bookings must be made directly through Ascott's direct booking channels (Discover ASR website, app, email, phone, walk-in or authorised channels and/or partners) at participating ASR properties. Qualifying Bookings do not include bookings made with online travel channels and/or other third-party channels. Bookings are also subject to each airline's earn miles mechanic.
For the Qualifying Booking to be valid, the member's profile must be updated with the correct airline membership account details by 23:59 (GMT+8), on the date of check-out.

To find out more details, please visit https://www.discoverasr.com/en/member/partner

Question 51

When will the miles be credited into my airline loyalty account?

Accepted Answer

Miles will be credited to the member's airline membership account within 30 business days after check-out month.

Question 52

How many miles can I get for my booking?

Accepted Answer

Earning rates for airline memberships vary. To find out more details of each airline membership, please visit https://www.discoverasr.com/en/member/partner.

Question 53

How do I remove an airline membership?

Accepted Answer

You may remove your existing Airline Membership under “My Account Preference” then “Earn Miles” and click “Unlink”.

Question 54

Can I earn miles retrospectively?

Accepted Answer

Ascott will not perform any retrospective miles issuance on past Qualifying Bookings based on incorrect airline membership information provided and/or any bookings that do not fulfill Qualifying Bookings and Qualifying Spend.

Question 55

What is the expiry of my e-voucher?

Accepted Answer

To check the expiry date of your e-voucher, simply sign in to your account and navigate to the “My Vouchers” tab. Details on your e-voucher and the expiry date are listed on the page.

Question 56

How do I redeem my e-voucher?

Accepted Answer

To redeem your e-voucher, sign in to your account and navigate to “My Vouchers” tab. Click "Redeem" and complete your booking with the voucher applied.

Question 57

When will I receive my birthday e-voucher?

Accepted Answer

You will receive the e-voucher approximately 30 days before your birthday. It is valid for 6 months from date of issuance. To view the voucher, navigate to “My Vouchers” tab. Birthday vouchers cannot be used with other vouchers.

A “2X Double Points birthday rewards voucher” is awarded the first year of membership. Discount vouchers are awarded after the first membership year.

Question 58

Why can’t I redeem my e-voucher for my booking?

Accepted Answer

If there is a promotional rate not listed, it may be sold out. Kindly check other available rates.

Question 59

Can I purchase a cash voucher as a gift?

Accepted Answer

Yes, you can. When purchasing the cash voucher, simply click on the option “I would like to purchase this as a gift”.

Question 60

Can I refund my cash voucher?

Accepted Answer

Vouchers purchased are non-refundable and non-cancellable. They cannot be sold to others or converted into cash, whether for a refund or otherwise. If a voucher has been received but not used, Ascott will not refund any unused value.

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