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 you Member Dashboard at www.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?

Platinum and Diamond Members can book their Complimentary Hotel Nights online by logging in to their Member Dashboard at www.thestarclub.com.au , 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).

How do I search for and book a hotel via the website?

Available to Platinum and Diamond Members, booking hotel stays online can be done via logging into www.thestarclub.com.au or The Star App and visiting the ‘Hotel Benefits’ section.

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

All Members can 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 the 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 Hotel 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 to view your Complimentary Hotel Nights entitlements 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 to view your Complimentary Hotel Nights entitlements and terms and conditions.

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

Platinum and Diamond Members can book their discount on hotel stays online via the ‘Hotel Benefits’ section of The Star Club website at www.thestarclub.com.au or The Star App and selecting rate type ‘Member Discount Rate [Tier]’ within the online booking system.

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

Silver Members and higher can book their discount on hotel stays by calling Reservations on 1800 700 700 (English) or 1800 560 818 (普通话).

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.

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. Platinum and Diamond Members can retrieve booking confirmations online by going to the ‘Hotel Benefits’ section of their Member Dashboard and selecting the ‘My Bookings’ button. This will pull up 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 the booking confirmation.

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). Diamond and Platinum Members can cancel bookings online and make a new booking.

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 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.

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 sales conditions for the rate booked as some rates have specific conditions for changes.