Frequently Asked Questions
Your Membership
  • Can I merge multiple accounts into one account?

    Each member can only own one "Heart Park Rewards" account. In general, we will merge multiple accounts in accordance with the regulations. If you found that you have several accounts and want to merge them, you can visit hkctshotels.com (the Program's official website), click"Merge Accounts" in "My Account", and follow the simple instructions there.
    Note: If you have registered two accounts with two different names, we may not be able to merge them for you.

  • If you have forgotten your password, how can you change it?

    You can visit hkctshotels.com (the Program's official website) and click "Forgot Password". Upon verification, you can reset your password. You can also phone the Program's Member Service Center directly and reset your password (sequential cipher) after they have verified your member identity. Whether you reset your password by yourself online or with the assistance of the customer service staff, you will receive a text message or an email after successfully resetting the password.

  • Do I need to pay for the re-issuance of my membership card? Will the information and points in the lost membership card be lost or changed?

    The re-issuance of the real card is free of charge. You can call the Program's Member Service Center at 400-669-0000 (Mainland China) or +852-36040000 (Hong Kong and Macao) to apply for the re-issuance of your membership card, which will be sent to you via a registered mail within five (5) working days upon the receipt of your application. You will receive a new membership card with the same membership code and your personal information and the points recorded in your account will remain unchanged. For the safety of your account, please visit hkctshotels.com (the Program's official website) and change your password in a timely manner.

  • If I lose my membership card, how can I earn points?

    If you have lost the physical membership card, you can still earn points and exclusive member rewards by presenting your electronic membership card when consuming at participating hotels.

  • How many membership cards can I apply for at the same time?

    You can only apply for and own one standard membership card with one contact (mobile phone number/ email address/ personal identification document). Yet, you can own multiple co-branded cards or collaboration cards jointly issued by HK CTS Hotels Co., Ltd. and third party organizations, one for each co-branded card or collaboration card.

  • How can I get the membership card after joining the Program?

    After you have successfully joined the Program, we will contact you immediately via text messages or emails, you can
    1)follow Metropark Heart Park Rewards CLUB's official Wechat public account and bind your member information to check your electronic membership card,
    2)visit hkctshotels.com (the Program's official website) and click "My Account" to check your electronic membership card,
    3)or phone the Program's Service Center Hotline: 400-669-0000 (Mainland China) and +852-36040000 (Hong Kong and Macao) to apply for a physical membership card.

  • How can I become a "Starry" member?

    All you need to do is to accumulate 90,000 HeartPoints® or thirty (30) "eligible nights" with "eligible consumption" within 12 calendar months of valid membership and you will become a "Starry" member.

  • How can I become a "Platinum" member?

    All you need to do is to accumulate 30,000 HeartPoints® or fifteen (15) "eligible nights" with "eligible consumption" within 12 calendar months of valid membership and you will become a "Platinum" member.

  • How can I become a "Gold" member?

    First, apply for and become a "Silver" member by visiting hkctshotels.com (the Program's official website) or stay and dine in our hotels. Then, accumulate 9,000 HeartPoints® or five (5) "eligible nights" with "eligible consumption" within 12 calendar months of valid membership and you will become a "Gold" member.

  • How can I join Heart Park Rewards®?

    You can join the Program for free with the following three means:
    a)When staying or dining in our hotels, you can directly submit your application at the hotel's front desk or restaurants
    b)Visit hkctshotels.com (the Program's official website) and apply
    c)Follow Metropark Heart Park Rewards Club’s official WeChat public account and apply

     

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