Frequently Asked Questions

My Membership

My Membership

I’ve seen that The Star Club is evolving. What does this mean?

Members of The Star Club have told us they want more. More simplicity. More recognition. More ways to enjoy the things they love.

So we’re boosting the excitement and entertainment that comes with your membership to The Star Club from 7 October 2020, with an evolution tailored around you.

Members will discover:

And you’ll still enjoy the things you love:

  • Complimentary Hotel Nights for Gold Tier and higher
  • Discounts at selected restaurants and bars, for hotel stays and spa treatments
  • Unlock Private Gaming Room access, for you and a guest
  • Unlock complimentary parking
  • Earn the ability to nominate one person to receive Partner benefits
  • Earn the ability to upgrade Complimentary Hotel Nights to suites
  • Earn the opportunity to receive personalized service from a VIP host
  • Exclusive Member-only offers, promotions and events
  • Exclusive birthday reward
  • Earn and redeem your rewards at over 50 venues across three world class resorts in Sydney, Brisbane and the Gold Coast

Where can I check my Tier Points, Casino Dollars and other benefits?

Login to your Member Dashboard at www.thestarclub.com.au to view all your current benefits, and your Tier Points and Casino Dollars balances. You can also view your balances by downloading and logging into The Star App, or at a Member Kiosk on-property.

See the ‘My Benefits’ section for all the benefits available to you as a Member of The Star Club.

To find out more about what is happening to your benefits from 7 October 2020, log into your Member Dashboard or visit The Star Club Desk on property.

Do all of The Star Club properties offer the same benefits?

Your benefits are available to you across The Star Club properties – three world class resorts The Star Sydney, Treasury Brisbane and The Star Gold Coast.

How can I update my contact details?

You can update your mailing address, phone number, email address and communication preferences by logging into the ‘My Details’ section on The Star Club website, The Star App or The Star Club Member Kiosks on-property.

To update your name or residential address, visit The Star Club Desk on property and our friendly team will be able to assist.

I've lost my Membership Card. How can I get a new one?

Simply visit The Star Club Desk on property and our friendly team will be more than happy to print you a replacement card.

What do I do if I need more information about The Star Club?

Visit The Star Club Desk on property and one of our friendly team will be able to assist you.

Tier Model

Tier Model

What is my Tier Review period?

A Membership year is 365 days, and a new Membership year starts on the day after your Tier Review Date each year.

What are Tier Points?

Tier Points are used to determine your Membership Tier within The Star Club.

How do I earn Tier Points?

You earn Tier Points when you use your Membership Card through gaming play, on purchases at selected restaurants and bars, when you stay at one of our luxurious hotels across any of our three properties or enjoy a spa treatment.

How many Tier Points do I need to qualify for The Star Club tiers?

From 7 October 2020, the Tier Points required to qualify for each Tier are:
Silver: 100 Tier Points
Gold: 1,500 Tier Points
Platinum: 5,000 Tier Points
Diamond: By invitation only

How is my Tier Points balance calculated?

From 7 October 2020, your Tier Points balance will be based on the Tier Points you have earned since your last Tier Review Date. During your Membership year, your Tier Points balance will only go up, showing you what you’ve earned. The Tier Points balance that you end your Membership year with determines your Tier for the next Membership year. Then on your Tier Review Date each year, your Tier Points balance resets to zero.

Will my Tier Review Date change?

On 7 October 2020, your Tier Review Date will be set to the last day of the calendar month that it is in. For new Members of The Star Club, their Tier Review Date is the last day of the calendar month in which they join.

How is my Tier reviewed?

Your Tier is reviewed on your Tier Review Date each year, and your next Membership year will be in the tier based on the number of Tier Points you earned in your last Membership year. To retain your Membership Tier for the next year, you need to earn the relevant number of Tier Points required for that Tier within your current membership year.

Your Tier Review Date will never change, even if you upgrade. Tier upgrades occur whenever you reach the next Tier Point threshold, and you can enjoy the benefit of your upgraded tier immediately (Complimentary Hotel Night benefits are pro-rated during the time between your upgrade and your next Tier Review Date). Your 365 day entitlement in the upgraded Tier then begins from your next Tier Review Date. The time between the Member’s upgrade and their Tier Review Date means you could have longer than 12 months in the upgraded Tier.

How do I know if I’ve earned enough Tier Points to retain my Tier, or to upgrade?

You can log in to your Member Dashboard at www.thestarclub.com.au, on The Star App or at a Member Kiosk to see your Tier Points balance, and how many Tier Points you need to earn to retain your Tier, or to upgrade to the next Tier.

You can also see how many Tier Points you’ve earned today, this week (Monday-Sunday) or this month (calendar month), so you’ll always know how many Tier Points you’re earning.

Casino Dollar Multipliers

Casino Dollar Multipliers

What are Casino Dollars?

Casino Dollars are your on-property currency which you can earn and redeem at any of The Star Club properties.

How do I earn Casino Dollars?

You earn Casino Dollars for cash, credit or debit card spend every time you use your Membership Card for playtime on the gaming floor, at most restaurants and bars, for hotel stays at any of our three word-class destinations or for treatments at our spas.

Log in and visit the ‘Casino Dollars’ section from your Member Dashboard at www.thestarclub.com.au, through The Star Club App or at a Member Kiosk for more information. Visit www.thestarclub.com.au/venues for participating venues.

Do I earn a Casino Dollar Multiplier?

From 7 October 2020, Gold, Platinum and Diamond members of The Star Club earn a Casino Dollar Multiplier when they play, stay or dine with their Membership Card.

Gold Members earn a 1.25x Multiplier, meaning they earn Casino Dollars 25% faster than Bronze and Silver Members.

Platinum Members earn a 1.5x Multiplier, meaning they earn Casino Dollars 50% faster than Bronze and Silver Members.

How do I earn a Casino Dollar Multiplier?

Gold Tier and higher Members of The Star Club will automatically earn their Casino Dollar Multiplier from 7 October 2020, every time they play, stay or dine with their Membership Card.

I’m a Member of The Star Club interstate program. Do I earn a Casino Dollar Multiplier?

Gold, Platinum and Diamond Members of The Star Club Interstate earn a Casino Dollar Multiplier when they play, stay or dine with their Membership Card at their home property.

Gold Members earn a 1.25x Multiplier, meaning they earn Casino Dollars 25% faster than Bronze and Silver Members.

Platinum Members earn a 1.5x Multiplier, meaning they earn Casino Dollars 50% faster than Bronze and Silver Members.

Gold, Platinum and Diamond Members of The Star Club Interstate earn a different Casino Dollar Multiplier when they play, stay or dine with their Membership Card at an interstate property.

From 7 October 2020, Interstate Members earn a 3x Multiplier when visiting an interstate property of The Star Entertainment Group, meaning they earn Casino Dollars 200% faster than Bronze and Silver Members when away from home.

Where can I spend Casino Dollars?

Casino Dollars are your on-property currency that you can redeem for play time on the gaming floor, at selected restaurants and bars on property, for a hotel stay or for a spa treatment.

Log in and visit the ‘Casino Dollars’ section from your Member Dashboard at www.thestarclub.com.au, through The Star Club App or at a Member Kiosk for more information. Visit www.thestarclub.com.au/venues for participating venues.

Will my Casino Dollars expire?

Your Casino Dollars will not expire as long as you continue to earn Tier Points within a 180 day period.

Do I earn Comp Dollars?

Members of Prestige earn Comp Dollars every time they play with their Membership Card (excluding Poker).

What are Comp Dollars?

Comp Dollars can be redeemed at selected restaurants and bars on property, for a hotel stay, a spa treatment or to reimburse the cost of travel (eg flights to The Star Club properties).

Will my Comp Dollars expire?

Your Comp Dollars will not expire as long as you continue to earn Tier Points within a 90 day period.

Member Discounts

Member Discounts

What are Member discounts?

Members of The Star Club are entitled to discounts at selected restaurants and bars, for hotel stays and spa treatments.

From 7 October 2020, new discounts apply for Bronze and Silver Members.
Bronze Member discount – 10%
Silver Member discount – 15%
Gold Member discount – 20%
Platinum Member discount – 30%

How do I get my Member discount?

Your Member Discount will automatically be applied when you use your Membership Card at a participating venue across any of our three world class resorts in Sydney, Brisbane or the Gold Coast. Visit thestarclub.com.au/venues to see participating venues.

Do Member discounts apply for all restaurant or event bookings?

Member discounts do not apply for bookings of more than 9 people, or for events, banquets or special group bookings. Members will still earn Tier Points and Casino Dollars, regardless of whether they’ve been able to use their discount.

 

Star Gifts

Star Gifts

Which Members receive Star Gifts?

Star Gifts can be earned by Silver Members or higher until 7 October 2020.

What about the Star Gifts I have already earned?

Members have until 31 December 2020, to redeem any Star Gifts they earned up until 7 October 2020.

You can check your Star Gifts balance by logging in to your Member Dashboard on The Star Club website, through The Star App or at a Member Kiosk on property.

How do I know if I’m close to earning a Star Gift?

Login to your Member Dashboard on The Star Club website, through The Star App or at a Member Kiosk on property, to see the number of Tier Points you need to earn to be awarded your next Star Gift.

You must earn your last Star Gift by 7 October 2020. Any Tier Points that have been earned towards a Star Gift will expire on this date (but will still count towards your Tier Point balance).

What gifts can I redeem?

Silver Members can redeem for Casino Dollars, while Gold Members and higher can also choose from on-property Gift Cards, Retail Gift Cards or Premium Products.

To explore the Star Gifts Catalogue and view the full range of products available, log in to a Star Gift Kiosk on property.

How do I redeem my Star Gifts?

To redeem a Star Gift, visit one of the Star Gifts Kiosks located across our three properties. There are three gift categories to choose from, depending on the Tier you were in when you earned the Star Gift; Casino Dollars, Gift Cards and Premium Products. Select the category you wish to redeem from and browse through the product catalogue. Select the product item you wish to redeem, and then click 'Add to Cart'. Once you are happy with your selection and provided you have enough Star Gifts earned click 'Checkout' to redeem your gift. All orders are subject to the terms and conditions of The Star Club program.

Complimentary Hotel Nights

Complimentary Hotel Nights

Where do I check my Complimentary Hotel Night entitlement balance?

Available to Gold Members and higher, your Complimentary Hotel Nights entitlement balance can be found under the ‘Hotel Benefits’ section after logging into The Star Club website, through The Star App or at a Star Club Member Kiosk. See the ‘My Benefits’ section for terms and conditions on your Complimentary Hotel Nights entitlement.

What will happen to my Complimentary Hotel Nights in October, when updates happen to The Star Club?

Any unredeemed Complimentary Hotel Nights are available to be used until your Tier Review Date, when they expire.

What happens to my Complimentary Hotel Nights when I upgrade?

You will be able to redeem any unused nights from your current Tier until your Tier Review Date. You will also be issued with Complimentary Hotel Nights from your upgraded Tier pro-rata, based on the time between when you upgrade and your next Tier Review Date.

Members who upgrade from Silver to Gold with:

  • 9-12 months until their Tier Review Date will receive 5 Gold Complimentary Hotel Nights;
  • 6-9 months until their Tier Review Date will receive 4 Gold Complimentary Hotel Nights;
  • 3-6 months until their Tier Review Date will receive 3 Gold Complimentary Hotel Nights; and
  • 0-3 months until their Tier Review Date will receive 2 Gold Complimentary Hotel Nights.

Members who upgrade from Gold to Platinum with:

  • 9-12 months until their Tier Review Date will receive 12 Platinum Complimentary Hotel Nights;
  • 6-9 months until their Tier Review Date will receive 9 Platinum Complimentary Hotel Nights;
  • 3-6 months until their Tier Review Date will receive 6 Platinum Complimentary Hotel Nights; and
  • 0-3 months until their Tier Review Date will receive 3 Platinum Complimentary Hotel Nights.

Can I book my Complimentary Hotel Nights Online?

Platinum and Diamond Members can book their Complimentary Hotel Nights online by logging in to The Star Club website, or through The Star App in the ‘Hotel Benefits’ section.

Gold Members can book their Complimentary Hotel Nights by calling Reservations on 1800 700 700 (English) or 1800 560 818 (普通话).

Why can’t I see available Complimentary Hotel Nights?

Gold Members of The Star Club are able to redeem their Complimentary Hotel Nights Sunday-Thursday, subject to availability.

Complimentary Hotel Night redemptions are subject to your current Complimentary Hotel Nights balance, and are subject to allocation and availability. Blackout periods apply. The availability of Complimentary Hotel Nights may vary between Members, even those of the same tier, and is based on a variety of factors including on-property spend and recent visits. We cannot guarantee that a Complimentary Hotel Night will be available on a specific date. If the Complimentary Hotel Night allocation has already been exhausted for a date, or has not yet been made available, a Member’s discounted room rate may still be available. Complimentary Hotel Nights must be booked and used within your current Tier Review period and will otherwise expire.

See the ‘My Benefits’ section to view your Complimentary Hotel Nights entitlements and terms and conditions.

How do I upgrade my Complimentary Hotel Nights to a suite?

From 7 October 2020, Platinum Members with a Tier Point balance of 10,000 Tier Points or more, and Diamond Members, can upgrade their Complimentary Hotel Nights to a suite by redeeming multiple Complimentary Hotel Nights at once.

Eligible Members can can speak to their host, or call Reservations on 1800 700 700 (English) or 1800 560 818 (普通话) to make a suite upgrade.

How do I cancel my booking?

Complimentary Hotel Night bookings cannot be cancelled less than 24 hours prior to the start of the stay. Changes or cancellations within 24 hours of the start of a stay are not permitted.

Cancellation conditions periods for room discount bookings may depend on the hotel or the rate booked. You must first read the terms and conditions for the rate you have booked as some rates have specific conditions for cancellations.

All Members can call Reservations on 1800 700 700 (English) or 1800 560 818 (普通话) to cancel bookings, in accordance with the cancelation policy of the reservation.

Platinum and Diamond Members can cancel bookings by logging into The Star Club website or through The Star App in the ‘Hotel Benefits’ section by selecting the ‘My Bookings’ button. Select the confirmation number of the booking you would like to cancel. Details of that booking will appear, then scroll down to the bottom and select the ‘Cancel Booking’ button.  You will then receive a cancellation confirmation by email.