FREQUENT QUESTIONS

How do I join the loyalty Club program?
Joining is easy! You can sign up online via our loyalty portal available on our website.

Can I register only during my stay?
No, you may register online whenever you wish. If you become a member before or during your stay, you will be able to collet that stay's points. Just inform the hotel reception.

Is there a fee to become a member?
Membership in our Loyalty Club program is free!

Who can become a member?
Anyone who is above 18 years of age with a valid email address.

Do I earn points for charges paid in cash at hotel outlets such as restaurants or bars?
No, to earn points, you need to charge all extras to your room.

What do I need to do to collect my points?
Check the loyalty portal to identify your coming stay. If a future booking is missing then inform clubs@atlanticahotels.com or inform the hotel staff during check-in.

If I book two rooms and pay for both, will I earn points for both rooms?
No, points are awarded based on the leader's name assigned to each room after check-in.

I share the room with another member of the program. Will we both earn points?
No, only one member, the leader's name on the booking, will earn points.

As a new member, can I earn points for past stays at your hotels?
Normally, your account cannot be credited with points for stays completed before your registration, however please contact us under clubs@atlanticahotels.com and we will look into it.

When will the points be credited to my account?
Your account will be updated approximately within 14 days after your departure.

What should I do if I didn't receive points for my last stay?
Contact our Loyalty Customer service under clubs@atlanticahotels.com and the team will help you resolve the issue.

How can I update my preferences?
By login to your account and fill out the required fields. Kindly note that we do not guarantee that all your preferences will be taken into account, however, we will try our best to make your stay more personalised.

How can I check my account?
By login to your account and check your balance.

Will I be downgraded after redeeming points?
No, the tier level is based on tier points. The base points are used for redemptions.

Will I receive points when making a reservation with redemption?
No, only paid visits are eligible for earning points. You will however get points for extra expenses charged to the room

How do I receive my level benefits?
Late-check out benefit as well as a complementary a la carte can be arranged through the reception. A free room upgrade, taxi transfer, etc. should be arranged in advance before your arrival. You may do it via the email sent to the hotel or our support team clubs@atlanticahotels.com.

How do I get a membership card?
We do not issue physical cards. The card is only available in the digital version which you can find in your loyalty account.