TERMS & CONDITIONS
Important changes to the Priority Guest Rewards Program (PGR)
From 1 August 2014, the Priority Guest Rewards Program was modified to entitle new members completing a successful enrolment to receive benefits and recognition when staying at Global Hotel Alliance (GHA) partner hotels participating in the DISCOVERY loyalty program.
Any existing PGR members enrolled prior to 1 August 2014 must ‘opt in’ to receive benefits and recognition when staying at GHA partner hotels & resorts participating in the DISCOVERY program.
New PGR members who join from 1 August 2014 and existing members who have ‘opted in’ accept that their enrolment details and transaction records may be passed to GHA in order to allow GHA to provide loyalty services at GHA partner hotels.
A current list of Global Hotel Alliance partner hotels can be viewed at www.gha.com
Event Hospitality & Entertainment means Event Hospitality & Entertainment Limited, a publicly listed company located at 478 George Street, Sydney, NSW, Australia.
Event Hospitality & Entertainment Participating Hotels means Rydges Hotels and Resorts, QT Hotels and Resorts and Atura Hotels located in Australia, New Zealand and the United Kingdom owned or managed by Event Hospitality & Entertainment Limited.
Best Flexible Rate means a nightly room rate for an Event Hospitality & Entertainment Participating Hotel that is available to the general public, that does not require pre-payment and is the lowest generally available nightly room rate for that Event Hospitality & Entertainment Participating Hotel offered online.
Conference and Events means certain meetings, conferences and events held at Event Hospitality & Entertainment Participating Hotels.
Free Room Night means where a Member stays at an Event Hospitality & Entertainment Participating Hotel using PGR Reward Points and is not required to pay for the cost of the room. A Free Room Night covers the cost of a standard double room only, for 2 adults only. Additional charges apply for extra guests (room capacity permitting). It does not include breakfast and it does not cover other costs such as laundry, telephone, internet, meals and drinks. Such costs need to be paid by the Member on check-out.
Hotel Room Night and Hotel Stay: A Hotel Room Night means each individual night of a stay at an Event Hospitality & Entertainment Participating Hotel. A ‘Hotel Stay’ means all consecutive nights that a Member stays at an Event Hospitality & Entertainment Participating Hotel even if they have checked out and checked back in for consecutive nights. For example: ( i) if a guest stays for five consecutive nights this will be recorded as one ‘Hotel Stay’ and five ‘Hotel Room Nights’; ( ii) if a guest stays for one night only, this will be counted as both one ‘Hotel Stay’ and one ‘Hotel Room Night’; and (iii) if a guest stays for one night, then checks out, then checks back in to stay for the subsequent night and then checks out this will be recorded as one ‘Hotel Stay’ and two ‘Hotel Room Nights’.
Member means an individual that has been approved by the Program Operator to be an Individual Member in the Program.
Member Discount means an entry level percentage discount of 10% that is available to individual members when they log in as a Member at pgr.com.au or Event Hospitality & Entertainment branded websites.
Membership means membership of the Program by a Member.
Membership Card means the card that is provided to each Member by the Program Operator.
Membership Number means the number that is provided to a Member.
Membership Profile means the details of the Member held online at pgr.com.au and gha.com
Member Rate means a special hotel nightly room rate that is only available to individual members staying at an Event Hospitality & Entertainment Participating Hotel.
Event Hospitality & Entertainment Participating Hotel means a hotel or resort which operates under any of the following brands: Rydges Hotels and Resorts, QT Hotels and Resorts and Atura Hotels located in Australia, New Zealand and the United Kingdom or such other brand as specified by the Program Operator from time to time (and which is participating in the Program). For the current list of Participating Hotels please see pgr.com.au. Note, Thredbo Alpine Hotel, Capitol Square Sydney and The Thorndon Wellington do not participate in the Priority Guest Rewards program.
PGR Reward Points means Reward Points earned when a stay at a Participating Hotel is booked online as outlined in these Terms and Conditions by a Member.
Platinum (mid-tier) Priority Guest Rewards Member means an Individual Member who has attained Platinum Membership status as outlined in these Terms and Conditions.
Black (top- tier) Priority Guest Member means a Member who has attained Black Membership status as outlined in these Terms and Conditions.
Points Balance means the amount of available PGR Reward Points in a Member’s account.
Program means the Priority Guest Rewards Program.
Program Benefits means benefits and rewards that accrue to a Member in the Program as set out in Clause 4.
Program Operator means Rydges Hotels Ltd (ACN 050 035 268).
Program Partner means any Event Hospitality & Entertainment Participating Hotel or other entity specified by the Program Operator who has agreed to participate as a Program Partner in the Program to offer Benefits to Members from time to time.
Qualifying Rate means the rate for individual members where the booking has been made as set out in Clause 4.1.2 and the Hotel Stay is subsequently completed and paid for in full. Certain group bookings and other special promotional rates may not be a Qualifying Rate. The person making any booking should check at the time if the rate they are booking is a Qualifying Rate and/or if that booking will be eligible for any or all Member benefits.
Qualifying Stay means a Hotel Stay which meets the criteria set out in these Terms and Conditions
Terms and Conditions mean these terms and conditions which apply to Members of the Program.
1.1 About these terms
These Terms and Conditions are for the Priority Guest Rewards Program. Your participation in the Program will be governed by these Terms and Conditions. It is a Member’s responsibility to read and understand them. We ask that you read them carefully.
1.2 When these terms apply to you
These Terms and Conditions apply to you if you are a Member of the Program. Use of your Membership Card or your Membership Number signifies your acceptance of the Terms and Conditions.
1.3 Changes from time to time
The Program Operator may amend these Terms and Conditions, including Benefits of the Program, from time to time.
1.4 Types of Memberships
Membership may be held by a person.
Memberships will fall into one of three tiers:
The Priority Guest Rewards Program is free to join.
1.6 Membership profile
A Member can update their Membership Profile online and for existing members who joined prior to August 1, 2004 choose to “opt-in” to receive benefits and recognition when staying at Global Hotel Alliance partner hotels participating in the DISCOVERY loyalty program outside Australia, New Zealand and the United Kingdom at www.pgr.com.au
1.7 Marketing & Communications
By agreeing to the program terms & conditions, individuals agree to receive special offers and program information via email communication. Members may elect not to receive email communication by using the unsubscribe functionality at www.pgr.com.au or by contacting member services at [email protected]
2. PROGRAM PARTNERS
The Program Partners (including the list of Event Hospitality & Entertainment Participating Hotels) may vary from time to time. Members should check at priorityguestrewards.com.au for the current listing of Program Partners.
3.1 General Criteria:
Membership is for a person and provides that person will receive certain benefits as set out in these Terms and Conditions.
3.1.2 Criteria for different tiers of Membership:
All Members will fall into one of three tiers of the Program:
3.2 Term of Membership
The term of Membership is from the date of enrolment until either:
4. PROGRAM BENEFITS
This section sets out the Program Benefits that are available to Members.
Please note that QT Sydney, QT Melbourne and QT Falls Creek are not full participating hotels within the Priority Guest Rewards program.
4.1.1. The Program Operator does not guarantee or warrant that any or all of the Program Benefits of the Program will be available at all times. The Program Operator reserves the right to change, modify, limit or cancel any of the Program Benefits at any time. This includes increasing or decreasing any requirements or eligibility to receive a Program Benefit, changing the value of rewards or limiting the availability of rewards. This also includes changing the list of Participating Hotels or changing Program Partners.
4.1.2 The full range of Member Benefits will only be available if the Member makes their reservation at a Event Hospitality & Entertainment Participating Hotel using one of the following methods: (i) Direct online at www.pgr.com.au or (ii) Direct online at the website of the Event Hospitality & Entertainment Participating Hotels, in conjunction with your membership profile.
4.1.3 Where a Member is staying with an Event Hospitality & Entertainment Participating Hotel as part of an airline or transport crew arrangement or as part of a convention or conference group, sporting team, education group or other group bookings such as inbound tour group, the Program Benefits will not be available at the relevant Participating Hotel. Members may confirm with the Event Hospitality & Entertainment Participating Hotel in advance or at the time of check-in if their stay or spend is eligible for Program Benefits.
4.1.4 Certain Program Benefits are not available to Members who are staying at an Event Hospitality & Entertainment Participating Hotel on a Free Room Night (i.e. Reward Night Booking or any other free night). In particular, Members will not earn PGR Reward Points on such stays nor will these stays count towards earning a higher membership tier status (Platinum or Black level).
4.1.5 An Individual member may receive the applicable Member Rate and corresponding PGR Rewards Points for a maximum of three rooms per night. The member must be an ‘in-house’ staying guest as part of each relevant booking and pay for all rooms on a single account folio.
4.2 Membership Program Benefits
4.2.1 The following Program Benefits apply to Members and on stays at Event Hospitality & Entertainment Participating Hotels
Black PGR Members can receive a 50% discount on bills for food and beverage costs when dining at a Participating Hotels’ restaurant. The Black tier members 50% discount applies to a maximum of 2 diners with a 2 further diners (to a maximum of 4 diners) receiving a 20% discount. The maximum combined discount is capped at AUD$500 per Member per day.
The discount on food and beverage bills will only apply where:
(i) the Member is present at the time;
(ii) There are 4 or less people dining at the table;
(iii) There is a single bill;
(iv)The Member presents their Membership Card when the bill is presented, prior to payment or room charge and
(v) The Member is a registered in-house guest at the Event Hospitality & Entertainment Participating Hotel at the time.
For the sake of clarity, the PGR membership discount on beverage is only applied when a member is dining within the restaurant or bar with all food and beverage purchases placed on a single restaurant/outlet bill.
The PGR membership discount does not apply to members or their guests who are not dining or for “beverage only” purchases at any restaurant or outlet.
Local outlet exemptions and variations may apply to the food and beverage discount at certain Event Hospitality & Entertainment Participating Hotels.
The Member discount on food and beverage does not apply to mini bar, breakfast service (with the exception of QT Falls Creek Resort where a fixed 20% member discount applies), in-room dining or conference and meeting room catering and cannot be used in conjunction with any other offer or arrangement.
4.2.2 Additional benefits for Members who book direct online at the PGR Individual Rate
The following benefits apply to Members who book direct online as set out in clause 4.1.2.
Special reduced room rates for Members: Members may usually receive a special room rate called a Member Discount when booking Hotel Room Nights direct online at pgr.com.au or direct online at Event Hospitality & Entertainment Participating Hotels by logging on as an Member and selecting one of the specially marked PGR Member Discount rates.
Currently Entry Level PGR members can access 10% off our Best Flexible Rates whilst Platinum and Black Tier PGR members can access a further 5% off our Best Flexible Rates. Note, member discount is based on single or double occupancy only and extra charges may apply for additional guests, no discount applies to these extra charges.
Certain group or package bookings at QT Hotels and Resorts may not qualify for the special reduced rate and Members should check at the time of booking of that is the case.
Members will not receive their standard 10% discount on accommodation during the peak “Ski Season” period (early June through to early October annually) at QT Falls Creek Resort or Rydges Horizons Snowy Mountains. Membership discount applies at all other times unless specified.
Earning PGR Reward Points for Members: Members will receive PGR Reward Points for each paid eligible Hotel Room Night at an Event Hospitality & Entertainment Participating Hotel booked on a Qualifying Member Discount Rate. Entry level PGR Members will receive ten PGR Reward Points per eligible Hotel Room Night. Platinum tier PGR Members will receive fifteen PGR Reward Points per eligible Hotel Room Night. Black tier PGR Members will receive twenty PGR Reward Points per eligible Hotel Room Night.
If more than one Member stays in a room, only one Member can accrue the PGR Reward Points for that stay.
If a Member books, pays in their name and is a guest in one of the rooms, they may earn PGR Reward Points for up to three rooms for any Hotel Room Night. The membership holder MUST be present at the time of the stay.
Certain promotional room rates may not be eligible to earn PGR Reward Points. The Individual Member should check with the relevant Event Hospitality & Entertainment Participating Hotel at the time of booking that the booking is eligible for PGR Reward Points.
4.3. Redeeming Reward Points for Reward Room Nights & PGR Points Offers
Members may use accumulated PGR Reward Points to redeem free Reward Room Nights at Event Hospitality & Entertainment Participating Hotels subject to the following Terms and Conditions (excludes QT Falls Creek Resort & Rydges Horizons Snowy Mountains during the Ski Season which runs from 01 June – 03 October annually and the QT Museum Hotel Wellington).
(i) Members can only use accumulated PGR Reward Points from their own Membership to redeem Reward Room Nights. The Free Night offer is for one night in a standard double room only and is subject to availability. Room inventory for Reward Room Night redemption is limited and we recommend members book well in advance to ensure the greatest possibility of securing your preferred Reward Room Night dates. Please check if your desired date is available. Note that if the “Redeem a Free Night” option is not visible a normal accommodation booking is made and the applicable room rate will be charged.
(ii) A member can only redeem one Reward Room Night per night. Multiple Reward Night rooms bookings are not permitted on the same night however sequential rooms nights may be booked if sufficient points are available.
(iii) Once the Reward Room Night offer is confirmed 150 reward points will automatically be deducted from a member account for all Event Hospitality Hotels and Resorts other than for QT Sydney, QT Bondi , QT Melbourne where 300 reward points is deducted. Note, if booking is subsequently cancelled, all points are forfeited and cannot be refunded.
(iv) Reward Room Night bookings must be booked direct online at www.pgr.com.au or at a Event Hospitality & Entertainment Participating Hotels brand website.
(v) If a Member books a Reward Room Night with an Event Hospitality & Entertainment Participating Hotel and prior to using the Reward Room Night that hotel is no longer an Event Hospitality & Entertainment participating Hotel, the Program Operator will use reasonable efforts to have the hotel honour the reservation.
However, in this instance, the Program Operator cannot guarantee that the Reward Room Night will be honoured and, if not, the Reward Points will be credited back to the Member’s account.
(vi) PGR Reward Points cannot be refunded for cash. Once PGR Reward Points have been redeemed for a reward, the redemption cannot be reversed. That is, the points cannot be refunded.
(vii) Points expiry: From 1 November 2012: For PGR Reward Points to remain active and available for future redemption, the Member must have a Reward Points earning activity in the prior 18 months. If a Member has not had any PGR Reward Points earning activity over an 18 month period (Non-Active Period), then all Reward Points earned by such Member at any time before the end of the Non-Active Period will automatically expire. Furthermore, regardless of a Member’s PGR Reward Points earning activity, any PGR Reward Points that have not been utilized 36 months after they were earned by a Member will automatically expire.
(viii) Rewards nights are non-transferable; they cannot be given as a gift. The member must be present at the time of stay.
PGR Points Offers
To redeem a PGR Rewards Points Offer at a Participating Rydges, QT or Atura Hotel or Resort, Members with a sufficient points balance must select and synchronise the offer to their PGR membership card via www.pgr.com.au
Members must be an in-house guest and are required to present their PGR membership card at the applicable outlet to redeem & remove the offer from their membership card.
PGR Rewards Points Offers remain valid for 6 months from the date of online redemption with the exception of Gift Cards which is 12 months. They cannot be exchanged for cash or any other services.
PGR Rewards Points Offers can only be redeemed at Participating Rydges, QT or Atura Hotel or Resorts
Two Standard Drinks (20 PGR Rewards Points)
The offer is for two local or imported standard bottled beers, two tap beers (schooners or similar), two house spirits (rum vodka etc.) two glasses of house red, white or sparkling wine (excludes cocktails, premium spirits or wines). Please note;
This offer is not avalable at the following hotels – QT Bondi
Free Breakfast (30 PGR Rewards Points)
Offer is standard buffet breakfast for one person (excludes espresso coffee). Please note;
This offer is not available at the following hotels – QT Sydney and QT Bondi
Free Bottle of Wine (40 PGR Rewards points)
Offer is for one bottle of ‘house’ red, white or sparkling wine as currently listed on each applicable outlets restaurant’s Wine List
This offer is not available at the following hotels – QT Bondi
Free Main Meal (40 PGR Rewards Points)
This offer is for one main meal to a maximum value of $28. You will be responsible for any additional cost of any main meal above this amount. Please note;
This offer is not available at the following hotels – QT Bondi
Free Gift Card (80 PGR Rewards Points)
This offer is for a $50 Rydges Gift Card as issued under the Terms & Conditions of use located at http://www.rydges.com/gift-cards/. Gift Cards are issued in Australian or New Zealand currency only and are only valid for use in the local currency. Shipping is only available to addresses in Australia or New Zealand.
Once redeemed a $50 Gift Card will be mailed via Standard Australia Post service to the address provided and will take 5-7 days delivery. Cards are issued with a fixed 12 month validity period.
5. MEMBERSHIP CARD, MEMBERSHIP NUMBER AND ACTIVATION OF MEMBERSHIP
5.1 The Program Operator will issue Members with a PGR Membership Card
Following the Program Operator accepting a Member’s application for Membership, the Program Operator will provide that Member with a Membership Card. Each card has a unique Membership Number. The Membership Card is not transferable and must not be used by any person other than the Member to secure any of the Program Benefits.
5.2 Activation of Membership and delivery of Membership Cards
If a Member has completed an online application form, the Member will be provided Membership Number. Once a person has this, the person will be classified as a Member and can use the Membership Number to obtain certain Program Benefits and earn Reward Points. Regardless of the method of enrolment, the Program Operator operates a ‘first stay’ fulfilment model for the delivery of a Membership Cards to Members. When a Member makes their first eligible booking at an Event Hospitality & Entertainment Participating Hotel the system automatically sends a request to the corresponding hotel for hotel staff to provide a Membership card to that Member at check-in.
5.3 Security of Membership Card and Membership Number
The Member must keep the Membership Card secure at all times. If the Membership Card is lost or stolen, the Member must immediately advise the Program Operator.
5.4 Membership Cards for Platinum and Black tier PGR Members.
5.5 Replacement of lost or stolen Individual Membership Cards
Members may be charged a fee of $10 for the replacement of lost or stolen membership cards to cover the administration, postage and handling costs.
5.6 Use of accurate Member details
A Member must accurately record or quote their Membership name and number when making bookings or seeking to receive the Program Benefits. If they do not, or any third party making a booking on their behalf does not, the Program Operator cannot ensure that the Program Benefits will be received by the Member.
The Program Operator shall be entitled to assume that any person that purports to be a Member and provides (whether in person or through any electronic, telecommunications or other media) the Membership name and number to the Program Operator is in fact the Member. The Program Operator shall be entitled to:
(i) reveal to any such person any and all information relating to their Membership and Membership bookings, and
(ii) treat and act on any request of such a person with respect to any other matter regarding the Program without taking any further steps to verify the identity of the person.
6. TERMINATIONS AND LIABILITY
6.1 Misuse of Membership
If in the Program Operator’s reasonable opinion, a Member is using their Membership in an abusive or fraudulent way, has failed to comply with these Terms and Conditions, has committed any unlawful act, or causes wilful damage to the Program Operator’s property, the Program Operator may at its election:
6.2 Termination on death of person who is Member
On the death of a person who is a Member the Membership will automatically terminate.
6.3 Termination without cause
The Program Operator may terminate the Program at any time without cause.
6.4 Consequences of termination
All benefits, offers and rewards will be forfeited on termination of a Membership or termination of the Program. The Program Operator (and its related bodies corporate and Program Partners) will have no further liability to any Member on termination of the Member’s membership or on termination of the Program.
To the extent permitted by law (and without limiting the application of the Australian Consumer Law and the Consumer Guarantees):
7.1 Governing law
These terms and conditions of the Program are governed by the laws in force in New South Wales. The parties submit to the non-exclusive jurisdiction of the courts of New South Wales.
7.2 Tax liability
Rewards and offers that are available to Members may be subject to tax liability. The Member is responsible for those taxes.
8. Benefits Matrix
From August 2014 new members who become a PGR member are automatically able to receive DISCOVERY membership benefits when staying at a GHA partner hotel or resort.
Members, who joined prior to August 2014, must update their details at www.pgr.com.au to “opt-in” to receive DISCOVERY membership benefits when staying at a GHA partner hotel or resort.
Existing PGR members (who joined prior to August 2014) who do not “opt- in” and update their membership at pgr.com.au to receive DISCOVERY benefits will not receive DISCOVERY benefits or recognition when staying at a GHA partner hotel or resort.
Stays at Event Hospitality & Entertainment Hotels Stays at GHA Hotels
or 10 RN
or 10 RN
or 30 RN
|10% off Best Flexible Rate*||Yes||Yes||Yes||Yes**||Yes**||Yes**|
|15% off Best Flexible Rate*||No||Yes||Yes||x||x||x|
|Earn PGR Points*||Yes – 10 pts||Yes – 15 pts||Yes – 20 pts||x||x||x|
|F &B Discount||Yes – 20%||Yes – 20%||Yes –
|Free Bottled Water||x||x||x||Yes||Yes||Yes|
|Late Checkout||Yes||Yes||Yes – 6pm||No||Yes – 3pm||Yes – 6pm|
|Earn Local Experiences||x||x||x||x||Yes||Yes|
|Guaranteed Availability||x||x||x||No||Yes – 48hrs||Yes – 24hrs|
|Room upgrades||x||x||x||Yes –
|Yes – Two level|
|Customised room preference||x||x||x||No||No||Yes|
* = for direct online bookings via pgr.com.au or Event Hospitality & Entertainment branded website ONLY
**= for direct online bookings via gha.com ONLY
9. Dual membership
From 01 August 2014, individuals will not be able to combine nor merge PGR and DISCOVERY membership accounts to either ‘double dip’ to receive benefits and rewards from both programs on a single stay at either an Event Hospitality & Entertainment Participating Hotel or GHA Partner Hotel or to attain a higher tier status in either program.
Updated 29 November 2017