Hotel Benefits

Hotel Benefits

Where do I check my complimentary hotel night balance?

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

What happens to my Complimentary Hotel Nights if 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?

Gold, Platinum and Diamond Members can book their Complimentary Hotel Nights online in to their Member Dashboard and going to the ‘Hotel Benefits’ section of The Star Club website at thestarclub.com.au or logging in to The Star App and selecting ‘Book’ button from the bottom menu.

Members can view their Complimentary Hotel Night balance, but not make bookings, via The Star Club Member Kiosk.

All Members can book using their member room discount online.

Can I book my Member Discounted Rate online?

All Members can book their Member Discounted Rate online by logging in to their Member Dashboard and going to the  ‘Hotel Benefits’ section of The Star Club website at thestarclub.com.au or logging in to The Star App and selecting ‘Book’ button from the bottom menu.

Members can view their Member Discounted Rate benefits, but not make bookings, via The Star Club Member Kiosk.

How do I search for and book a hotel via The Star Club website or The Star App?

All Members can book hotel stays online  via logging in to their Member Dashboard and going to the ‘Hotel Benefits’ section of The Star Club website at thestarclub.com.au or logging in to The Star App and selecting ‘Book’ button from the bottom menu.

Select ‘Book A Room’ via the website or ‘Check Dates’ via The Star App and choose your destination, check-in and check-out dates and number of guests. After pressing the ‘Search’ button a list of room types will appear. To view all available rate types for a particular room type select the ‘Show Rates’ button. All available rate types will appear. Select the ‘Book Now’ button on your chosen rate type, then proceed to entering your contact information and if applicable, your credit card details to confirm your booking.

All Members can continue to book hotel stays by calling Reservations on 1800 700 700 (English) or 1800 560 818 (普通话).

How many Complimentary Hotel Nights can I book at any one time?
Members entitled to Complimentary Hotel Nights can book up to five Complimentary Hotel Nights in any given month. Maximum two complimentary hotel nights can be used per day.

Complimentary Hotel Nights must be used at the time of booking (if a booking is made using Complimentary Hotel Nights, the stay must redeem those Complimentary Hotel Nights), and cannot be used if the booking was not made as a Complimentary Room Night booking. The Membership cardholder must be the person who books, checks in and stays for the duration of the booking.

See the ‘My Benefits’ section via the Website or your Member Dashboard via The Star App to view your Complimentary Hotel Nights balance and terms and conditions.

Why can't I see available Complimentary Hotel Nights?

Gold Members of The Star Club can 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 via the Website or your Member Dashboard via The Star App to view your Complimentary Hotel Nights balance and terms and conditions.

How do I book a room on my member discounted room rate?

All Members can book their discount on hotel stays online via logging in to their Member Dashboard and going to the  ‘Hotel Benefits’ section of The Star Club website at thestarclub.com.au or logging in to The Star App and tapping the ‘Book’ button from the bottom menu, then selecting rate type ‘Discount Rate’ within the online booking system.

Partners of Platinum and Diamond members are entitled to their Primary Partner’s room discount subject to availability and blackout periods, and your Primary Partner maintaining their Tier. Partners of Platinum and Diamond members can book their own room discount outside their Primary Partner’s Tier Review Date.

The discounted room rate is based on the best unrestricted flexible rate of the day which changes based on availability and demand. This discount is subject to availability, and blackout periods, and must be booked within your current Tier Review period. Maximum two room discounts can be booked per day.

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

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

I have been charged multiple times for the same booking. What should I do?

Please contact Reservations on 1800 700 700 (English) or 1800 560 818 (普通话) who will check all the necessary details to help you with your request.

How can I be sure my booking has been confirmed?

You will receive your booking confirmation number by email. If you have provided us with your mobile number at time of booking you will also receive your booking confirmation number via SMS.

I lost my email/SMS confirmation, how can I get the email/SMS confirmation re-sent?

Booking confirmations cannot be re-sent to your email/SMS.

Members can retrieve booking confirmations online by selecting the ‘My Bookings’ button from the ‘Hotel Benefits section when logged into The Star Club website at thestarclub.com.au or logging into The Star App and selecting the ‘Book’ button from the bottom menu. This will display a list of all the upcoming booking confirmation numbers. Select the confirmation number to view details of that booking.

All Members can call Reservations on 1800 700 700 (English) or 1800 560 818 (普通话) to retrieve their booking confirmation.

The 'My Bookings' section is not displaying my booking confirmation, how can I get the confirmation sent to me?

Please call Reservations on 1800 700 700 (English) or 1800 560 818 (普通话) to retrieve your booking confirmation.

How do I cancel my booking?

Complimentary Hotel Night bookings cannot be changed or cancelled less than 24 hours prior to the start of the stay.

Cancellation conditions period 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.

All Members can cancel bookings by in to their Member Dashboard and going to the  ‘Hotel Benefits’ section of The Star Club website at thestarclub.com.au or logging into The Star App and tapping on the ‘Book’ button from the bottom menu, then 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.

What is the latest I can cancel my booking?

To find out the very latest you can cancel your booking, refer to the terms and conditions on your booking confirmation. These conditions may vary depending on the hotel or the rate booked.

How do I change my booking?

To change your booking, you must first read the terms and conditions for the rate you have booked as some rates have specific conditions for changes.

Changes to bookings cannot be made online. To change your booking please call Reservations on 1800 700 700 (English) or 1800 560 818 (普通话).

All Members can cancel bookings online and make a new booking.

If I booked online, can I contact the hotel directly to change or cancel my booking?

You can contact the hotel directly to change or cancel your booking. However, you must first read the terms and conditions for the rate booked as some rates have specific conditions for changes or cancellations.