General

What is Orange Rewards ?

Orange Rewards is an independent loyalty program belonging to Rhotels Hospitality Group. You will be introduced to our endless rewards and points toward free hotel rooms for every United Arab Emirates Dirham (AED) you spend at Orange Rewards .

During an Eligible Stay at Orange Rewards Hotels, Eligible Stay revenue includes room night fees paid by members to the hotels for all room nights booked directly through hotel's website or mobile application. Please see the detailed Orange Rewards Member Terms and Conditions for more information.

What are the benefits of joining Orange Rewards?

Our endless rewards are only available for member of Orange Rewards . As a member of Orange Rewards, you’ll earn points whenever you stay at an Orange Rewards. Points can be redeemed at the time of making a reservation on our website or mobile app. For detailed reward information, visit the Member Benefits page.

Is there a fee to join Orange Rewards?

Joining Orange Rewards membership is free. Simply join now by completing the online enrolment form and start enjoying exclusive member benefits.

Where can I find a hotel’s telephone number?

The contact information for each hotel is also available on the hotel details page for each hotel. After you've booked a reservation, all of the hotel’s details, including telephone and email address, are provided in the online booking confirmation and in the reservation confirmation email.

My account

How do I change my profile, personal details, password, etc.?

Simply visit Your Account to securely change your profile, personal, and others details. Should you require further assistance, please contact Customer Service or click here.

Can I share my points with someone else?

Every Orange Rewards membership is personalized, so it cannot be shared.

When will my stay and points appear in my Orange Rewards account?

It typically takes 5-7 days after the date of check-out for a stay to post to your Orange Rewards account. In certain cases, there is a delay in the hotel transferring stay information. If you need additional assistance, please contact Customer Service

What if I accidentally enrolled in Orange Rewards more than once?

If you realize you’ve enrolled for more than one Orange Rewards account in your name, please contact Customer Service and we will assist you in merging your accounts.

What happens if I don't stay at an Orange Rewards hotel for a long period of time?

Status for year N+1 is based on activity between January 1st and December 31st of year N.N+1 year (N=rest of present year from the date of gaining the status).Members who do not earn points or have another transaction of any type may be removed or downgraded to a lower tier per year, lowest tier members with no activity will be removed from the program. Prior to removal, points accrued can be redeemed for eligible Orange Rewards redemptions. If an account is closed due to inactivity, any remaining points may be forfeited. To reactivate your account, you must enroll again.

My card

Why haven’t I received my Orange Rewards membership card?

Orange rewards do not offer a physical loyalty card.

We will soon be launching an electronic loyalty card which will be accessible through Apple & Google Wallet.

Why haven’t I been upgraded to the next tier?

Orange Rewards members have 12 consecutive months to earn the number of points required to upgrade their tier status. Once a new tier level is achieved, it must be maintained by earning the required number of points within a subsequent 12-month period to avoid being downgraded.

Points

How many Orange Rewards points will I earn when I stay?

Orange, Gold & Diamond members earn 2, 3 & 4 points respectively for every eligible United Arab Emirates Dirham (AED) spent at a participating hotel. The amount of approximate points earned may be different from actual points earned. For a full explanation of member and tier benefits, please visit the Membership Benefits page click here

Can I earn points for more than one room during a Stay?

Member of Orange Rewards may earn points for more than one room per stay if all eligible charges for each room are paid on one folio. Points will be earned for all eligible folio charges incurred on such rooms. For purposes of obtaining tier status, a Member can receive night credit on multiple rooms if they are a part of a single booking.

What is a "night" and a "stay" in tier qualification?

A "night" is considered one night spent at any of our Orange Rewards hotels. A "stay" is considered one night or total consecutive nights spent at the same participating hotel, regardless of frequency of check-in/check-out. Consecutive stays are not applicable.

What is the definition of "eligible" and "ineligible" charges?

Eligible charges include the following room rates paid for hotel room nights: Best Available Rates, Advance Purchase Rate and Package Rate that are sold only via official website & mobile app as specified by the hotels.

Ineligible charges usually include, but are not limited to, taxes, service charges, gratuities, parking, recreational charges, to see what charges are considered eligible or ineligible at an Orange Rewards hotels, visit Orange Rewards Membership Terms & Conditions page.

Reservations

Can I cancel a reservation online?

To cancel an existing reservation, visit Your Profile page on hotel’s website and click on "Cancel Reservation" link. Cancellation policies vary by hotel. Some bookings are flexible, and some bookings are non-refundable, please visit the hotel’s website for specific cancellation policies or contact our Customer Service team for assistance.

What does the room price mentioned in my room booking include?

Room prices typically include room charges & meal plans based on the room type and any services taxes are charged separately by the hotel. Taxes vary per hotel and room type selected. Any taxes included in the price are displayed separately from the room charges on the online booking confirmation and in the reservation confirmation email and the points cannot be redeemed on taxes.

I've entered my credit card details. When will I get charged for my booking?

Orange Rewards does not make charges against your credit card for room bookings. The credit card information you provide to Orange Rewards during a booking is securely transmitted to the hotel, along with the details of your stay, and is used only to secure the room booking. Then, payment for your stay is processed directly by the hotel either during, or after, your stay depending on the booking policy.

As an exception to this rule, there the room you book may be an Advance Purchase rate. In this case, your credit card will be charged immediately. These rates will be clearly marked Advanced Purchase.

How can I be sure my room reservation is confirmed?

When you've successfully selected and completed the booking process through the Orange Rewards website, a confirmation page will appear. This page displays the details of your reservation including the confirmation number, check-in check-out dates, and breakdown of room charges, room type and your selected lodging preferences. You will also receive a detailed confirmation email containing your booking information and a copy of the reservation will be send to the hotel via secure channels. To access your booking confirmation information online, visit Your Account.

Promotions

When I will receive the bonus points from a recent promotion?

Every Orange Rewards promotion has a deadline and bonus points are typically credited to member’s accounts within 10 days of the promotion’s end. Most Orange Rewards promotions are between 3 to 4 months in duration. To be eligible, you’ll need to join the promotion and abide by the offer’s Terms and Conditions.

Rewards

How many points do I need for an award night?

The best way to determine how many points are required for an Award Night at a particular hotel, visit www.rhotels.ae and search for the hotel by name or brand, Enter the booking dates to check availability. However on the rate and the number of award point required will appear in 'redeem' button Then, follow the on-screen instructions to complete your award reservation.

Can I make an award night reservation without a credit card?

A valid credit card is needed to guarantee any reservation booked with an Orange Rewards hotel even if it is for an Award Night reservation. For Award Night reservations, the credit card will only be used as a guarantee. For more information, please see the answer to the related question: "I’ve entered my credit card details. When will I get charged for my booking?"

Preferences

Can I arrange in advance for a late check-out or early check-in?

The availability of these conveniences is based on your current membership tier and is at the hotel’s discretion. Orange , Gold and Diamond enjoy both late check-outs and early check-ins as a benefit of membership, however - based on hotel occupancy and other factors - maybe be subject to availability.