Question 1

What is Ascott Star Rewards?

Accepted Answer

Ascott Star Rewards is a loyalty programme designed to make your stay with us more rewarding. Book, stay and earn points that can be used to offset your room rates, airport transfers and more. Ascott Star Rewards promises the lowest rates and rewards our loyal members with elite benefits as they move up the membership tiers – higher birthday discounts, additional bonus points and complimentary room upgrades. What’s more, Ascott Star Rewards offers partial redemptions so that members can use their points whenever they want.

Question 2

Who can join Ascott Star Rewards?

Accepted Answer

Ascott Star Rewards is open to individual persons aged 18 years old and above.

Question 3

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

Accepted Answer

Enrolment into our Ascott Star Rewards programme is only available online on the Discover ASR website or mobile application. Simply register online and start enjoying your membership benefits. Registration is easy and takes less than 2 minutes.

Question 4

How do I activate my Ascott Star Rewards account?

Accepted Answer

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

Question 5

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 6

Where can I use my Ascott Star Rewards membership?

Accepted Answer

You can use your Ascott Star Rewards membership at over 290 participating properties Ascott, Citadines, Citadines Connect, Somerset, The Crest Collection, lyf, Préférence, Vertu, Yello, POP!, Fox and Harris in over 100 cities across 30 countries. Learn more about our brands here.

Question 7

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 8

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 9

I have changed my home address and contact number. How should I update my personal particulars?

Accepted Answer

You may sign in to your Ascott Star Rewards account and update your personal particulars in “My Account Details” tab.

Question 10

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 11

Is the membership transferable?

Accepted Answer

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

Question 12

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. An email will be sent to you with further instructions to reset your password. If you do not receive an email containing the link to reset your password, kindly check your spam folder or alternate email addresses you may have use as your ASR account.

Question 13

How do I cancel my membership?

Accepted Answer

You may cancel your membership at any time logging in to your account, navigate to the “My Account Details” tab and click on “Deactivate Now” to deactivate your account. All unredeemed points will be forfeited immediately as of the date of the notice of cancellation and may not be reinstated or transferred.

Question 14

Can I have multiple ASR accounts?

Accepted Answer

Members are not allowed to have multiple ASR accounts. Members who wish to have their corporate email addresses linked to an ASR account may link it to their current personal ASR account under the corporate email field.

Question 15

Can I share my ASR account with other people/family?

Accepted Answer

Members may not share their ASR account with other people. The member should be the sole user of the account.

Question 16

How do I change the preferred language on my ASR account?

Accepted Answer

To change your preferred language, simply click on the “My Account Preferences” tab and you will be able to edit your language preference.

Question 17

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 18

How is my online privacy protected?

Accepted Answer

Ascott Star Rewards is committed to the highest level of privacy protection for our guests with special programme and safeguards in place. Your login is always executed through a secure connection.

Question 19

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 20

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 21

What are the benefits of the Ascott Star Rewards Program?

Accepted Answer

Ascott Star Rewards members enjoy exceptional privileges at over 290 participating properties Ascott, Citadines, Citadines Connect, Somerset, The Crest Collection, lyf, Préférence, Vertu, Yello, POP!, Fox and Harris in over 1000 cities across 30 countries.

Members can also enjoy lowest room rates, room upgrades, exclusive discounts, birthday rewards, early check-in and late check-out, complimentary airport transfer and more. Click here to view details on Member Benefits.

Question 22

How do I get members' rates for hotel stays?

Accepted Answer

Sign in to your Ascott Star Rewards account to reserve your stay at members’ rate.

Simply search for a destination/property, stay dates and preference(s), you will see the exclusive member rates that are available for reservations. If there is a promotional rate you are looking for but is not listed, it could have been sold out. You may wish to check out other promotional rates that are available.

Question 23

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 24

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 are determined by each individual serviced residence and may vary depending on location. You may request an early check-in during the booking process, or a late checkout upon arrival at the serviced residence.

Question 25

What should I do if I have questions about my Ascott Star Rewards account and reservations?

Accepted Answer

Please get in touch with us. Locate your nearest Reservations and General Enquiries number from our worldwide list and our friendly staff will assist you accordingly. Alternatively, you may reach out to us via the contact us form on our Discover ASR website or mobile application.

Question 26

What are the membership status/tiers available?

Accepted Answer

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

Question 27

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. A member who has not spent the qualifying amount during the adjustment period will be moved back to the previous tier. Members are automatically upgraded in the system once they meet the point criteria

Question 28

How can I check my points?

Accepted Answer

Sign in to your Ascott Star Rewards account to check your point balance. Please note that as your personal information and privacy is important to us. Ascott is not able to disclose any of your details or 3rd party information through email replies due to data protection under EU GDPR regulations and PDPA.

Question 29

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 30

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 31

How do I earn points when I stay at a participating property?

Accepted Answer

For every SGD 1 you spent on qualifying bookings, you will earn points based on your membership status. You may earn points for every stay with us at over 290 participating properties Ascott, Citadines, Citadines Connect, Somerset, The Crest Collection, lyf, Préférence, Vertu, Yello, POP!, Fox and Harris when you make your booking directly using your Ascott Star Rewards account. Local currencies will be converted based on prevailing exchange rates to SGD.

Question 32

Can I still earn points when I enjoy discounts or member rates on my stay?

Accepted Answer

Yes, you will earn points on net amounts payable after usage of any form of discounts, vouchers, promotions, or redemption of points.

Question 33

Can I earn points on multiple rooms?

Accepted Answer

Only the main staying guest of the room can earn ASR points. If you have booked multiple rooms under your name, you will be able to earn points on the room you are staying in

Question 34

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 35

What is a qualifying booking?

Accepted Answer

Qualifying booking means a booking at an eligible rate at a Participating Property by a Member using the Member’s Account via direct channels. Bookings made via online travel channels and/or other third-party channels do not qualify for member rewards and points.

Question 36

Can I book on behalf of someone else and still earn points?

Accepted Answer

No, the main staying guest on the reservation will earn points. You will not earn points in your ASR account if you book on behalf of someone else.

Question 37

If I share a room with another member, can we all be awarded points?

Accepted Answer

If you are sharing a room with other members, only one member will be awarded points. This must be determined during the booking process and cannot be changed once your reservation is confirmed.

Question 38

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 39

Can I request for a manual booking because I have encountered an issue during booking?

Accepted Answer

Yes, we may perform manual booking for you. Do kindly send an email to reservations.global@the-ascott.com and our team will gladly assist you with your booking.

Question 40

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

Accepted Answer

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

Question 41

Is there a cap on the maximum amount of points I can be awarded?

Accepted Answer

Currently, there is no capped on the points accumulated. The Ascott may apply the applicable cap at its sole discretion.

Question 42

I have just activated my ASR account. Can I receive points for my past stays?

Accepted Answer

No. Points will not be awarded retroactively to past stays prior to member’s account activation.

Question 43

I made a reservation through a third-party website. Can I receive ASR points for this reservation?

Accepted Answer

To earn ASR points on your stays, you will need to make your reservation directly with us, using your Ascott Star Rewards account. Reservations made through third-party websites are ineligible for ASR points earning.

Question 44

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 over 290 participating properties Ascott, Citadines, Citadines Connect, Somerset, The Crest Collection, lyf, Préférence, Vertu, Yello, POP!, Fox and Harris. You may also choose to exchange your ASR points with our participating partners or make a donation to the Capitaland Hope Foundation.

Question 45

How do I redeem my points?

Accepted Answer

Redemptions can only be done through our Discover ASR website or mobile application. You will be given the option to use your points to offset the price of the bookings at the “Summary and Payment” page. Simply use the slider to select how many points you would like to redeem for room redemptions.

Question 46

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 47

Can I use my points to make a reservation for a family or friend?

Accepted Answer

Yes, you can use your points to make a reservation for someone else. However, room reselling activity with mis-use of ASR points is not allowed and Ascott reserves the right to reject the reservation at check-in and de-activate the membership account.

Question 48

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

Accepted Answer

Cancellations of rooms can only be made without penalty and the points which you have applied to the rooms will be credited back to your account if the cancellation is made in accordance with the booking conditions and cancellation policy.

Question 49

What is the number of points required for a free stay in a hotel?

Accepted Answer

To determine the number of points required, log in to your Ascott Star Rewards account and search the property and reservation period. The number of points needed is determined by prevailing rates, room choices and the number of nights you stay.

Question 50

Can my points be exchanged for cash?

Accepted Answer

No, points are not exchangeable for cash.

Question 51

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 52

Can I refund any items redeemed with points?

Accepted Answer

No, products and services redeemed with points cannot be refunded.

Question 53

Can I redeem ASR points from multiple different accounts for a single reservation?

Accepted Answer

Pooling of ASR Points, whereby ASR Points are sought to be combined from two or more Members' Accounts to redeem a stay at any Participating Property, is not permitted.

Question 54

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 55

Can I buy points as a gift for other people?

Accepted Answer

Yes. During the purchasing process, simply check the box that reads “I'm purchasing these points as gift to someone” and key in the member’s email in which you would like to send the ASR points to. The gift recipient must click ‘Claim My Gift’ in the email received in order for the points to be awarded into his/her membership account.

Question 56

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

Accepted Answer

Amount spent on ASR points will be counted as qualifying spend towards purchasing member's tier upgrade. However, ASR points received as gift(s) will not count towards your qualifying spend and tier upgrade.

Question 57

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-cancellable and non-refundable upon payment confirmation. Do ensure that the amount of ASR points selected is your desired amount before proceeding with payment.

Question 58

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

Accepted Answer

The maximum number of points available to purchase by a single member is 400,000 ASR points in 1 calendar year. This figure excludes bonus points that may be awarded during special promotions.

Question 59

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 60

What is the value of ASR points purchased?

Accepted Answer

ASR Points may be purchased at the rate of S$0.0025 per 1 ASR Point (subject to change from time to time).

Question 61

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 62

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 63

How do I redeem my e-voucher?

Accepted Answer

To make a reservation using your e-voucher, sign in to your account and navigate to the “My Vouchers” tab. Click on the "Redeem" button and you will be able to complete the rest of your booking with the voucher applied.

Question 64

When will I receive my birthday e-voucher?

Accepted Answer

You will receive your birthday discount e-voucher approximately 30 days before your birthday. The voucher validity will be for 6 months from the date of issuance. To view the e-voucher, log in to your account and navigate to the “My Vouchers” tab. Birthday vouchers cannot be used in conjunction with any other voucher, offer, discount or concession.

You will be awarded a “2X Double Points birthday rewards voucher” in the first year of membership. Discount vouchers will be awarded after the first membership year.

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