Heart Park Rewards® Terms and Conditions

These "Terms and Conditions" are applicable to Heart Park Rewards® (hereinafter referred to as "the Program"), which is operated or represented by the HK CTS Hotels Co., Ltd. (hereinafter referred to as "the Company", "we", or "us"), as well as the relationship between us and the members of the Heart Park Rewards® (hereinafter referred to as "the members" or "you"). These "Terms and Conditions" are applicable to matters related to memberships in the Heart Park Rewards® (hereinafter referred to as "the memberships") and will replace all sets of applicable terms and conditions of the previous customer loyalty reward programs. Once you have completed the Heart Park Rewards® membership application, or have started earning and redeeming HeartPoints® with your Heart Park Rewards® membership code, it means that you agree:
i.You have read and understood the "Terms and Conditions";
ii.You have obtained membership;
iii.and, you agree that, under the circumstances of complying with the Privacy Policy, the Program can process and disclose to third parties your personal information which is accessible by it.
Heart Park Rewards® aims to reward guests frequent staying frequently in various brands of hotels owned by the HK CTS Hotels Co., Ltd.. As stated below, you will receive a membership card, through which you can obtain HeartPoints® with "eligible consumption" (please refer to Chapter 5 for full description) in the participating hotels. HeartPoints® are the standard measuring unit in the Program. You can redeem rewards with HeartPoints® at any time. Apart from this, you can also obtain membership of various grades according to the nature and frequency of your stays.


1.General Terms


1.1.We may revise and update the Terms and Conditions at any time. This means we can revise, without limitation, the procedures of obtaining and redeeming HeartPoints®, promotions, partners of the Program, membership grades, regulations of using the rewards as well as supply, rewards catalog and types of the rewards. Unless stated otherwise, you understand and agree with the fact that all membership rewards are limited by supply.
1.2.Under the circumstances of notifying all our existing members six months in advance, we hold the right to terminate the Program, and may replace the Program with similar loyalty programs with an immediate notice to all existing members. Upon termination of the program, you will no longer be able to accumulate HeartPoints®, redeem rewards or enjoy the privileges of the Program. If the Program is terminated, all unredeemed HeartPoints® will be lost, and we are not liable or responsible for the points. Once the notification period has ended, no reward redemption will be approved. After six months upon the pronouncement of the Program's termination, your rights to obtain HeartPoints® as well as enjoy discounts and rewards will be terminated. 
1.3.HeartPoints® and the memberships are both owned by HK CTS Hotels Co., Ltd. instead of your personal assets. If your membership is terminated for any reason, all your unredeemed HeartPoints® will be lost and are unrecoverable. HeartPoints® do not have any cash value and we will not pay you cash for any canceled or unused HeartPoints®. 
1.4.HeartPoints®, reward vouchers or other member privileges cannot be sold, exchanged or transferred (unless performed by our agencies). Any selling, exchanging or transfering which are performed by you are deemed to be invalid. We and/or our Program partners may decline to give or acknowledge any HeartPoints®, reward vouchers or member privileges which are deemed to have been transferred, sold or exchanged.
1.5.We do not explicitly or implicitly guarantee or state the type, quality or appropriateness of any products or services provided through the Program, and have pronounced that we will not be held responsible for any related matters (including consequential damages). 
1.6.We and the affiliates of the Program will not be liable for the following situations:
i.Loss of, typos on, or delay in receipt of any membership application, letters, rewards or reward vouchers.
ii.Theft of HeartPoints® and unauthorized redemption or usage of the rewards that are led by situations beyond our or our agencies' reasonable control.
iii.Any behavior or negligence of third parties, including HK CTS Group's "StarTour Rewards" (referred to as "StarTour Rewards" below) and the participating hotels.
iv.Any disclaimed mistakes related to the Program, including but not limited to: mistakes in pricing, publications and description; mistakes related to "StarTour Rewards" as well as participating hotels and affiliates of the Program; mistakes in accumulating in and deducting points from our members' accounts.
We reserve the right of correcting the mistakes without prior notice.  
1.7.We will strive to update the information on our website in a timely manner, including the link to this "Terms and Conditions". For the most updated information, please contact HK CTS Hotels Member Service Center. We are not liable for any out-of-date information. 
1.8.The Company holds the right to revise, cancel or impose limitations to the Program's content with or without issuing any notice. The Company can substantially increase the amount of points or mileages used to redeem rewards in the Program, revoke the rewards and impose limitations to any rewards or redemption services.
1.9.We and our partners hold the right to change, limit, revise or cancel the regulations, rewards and grades of the Program with or without issuing prior notices even if these changes may have influence on the value of HeartPoints® and mileages. We and our partners can: a) increase or reduce the amount of HeartPoints® or mileages obtainable from staying in the Program's hotels; b) Revoke, impose limitations to, revise or cancel any rewards; c) Add inapplicable dates, limit any room using as a reward from any participating hotels, or limit the sustainability and availability of the Program; d) Amend the privileges, partners, the venue of service of ours or our partners', rules regulating the eligibility, earning, redemption, retention or confiscation or HeartPoints or mileages, or the management regulations employed by the Program; e) Amend or cancel the rewards offered by our partners. During the accumulation of HeartPoints® and mileages, the supply of the rewards of any grade, category or level is subject to the available stock and may change according to the redemption conditions.
1.10.Only HK CTS Hotels Co., Ltd. holds the right of interpretation of the Program's Terms and Conditions as well as membership regulations. We can unilaterally decide to waive compliance with the Terms and Conditions and execute promotional activities to provide members with more discounts at any time. 
1.11.The Terms and Conditions are applicable to participating Grand Metropark, Metropark, Kew Green and Traveler Inn hotels, HK CTS Group's "StarTour Rewards" and its affiliate programs, partners and trademarks related to us or our affiliates. No persons shall, in any part of the world, directly or indirectly obstruct, provoke, apply for and declare ownership of these trademarks. 


2.Data Privacy


2.1.Protection of Personal Information
We are dedicated to protecting your personal data. In order to familiarize you with the changes in the Privacy Policy on our website so that you feel safe disclosing your personal data on the website, we hereby list in details the policies related to gathering and processing your personal data as well as the choices you can make. 
Apart from the above, to better protect your personal data, you must enter your personal identity and certification data (such as your membership code for the Program/ mobile phone number/ email address and password) to log-on to the website or mobile telecommunication service.
2.2.The Personal Data we Gather
We will require you to provide your personal data in specific ranges on the website, mobile telecommunication service or other communication channels. The data we gather (hereinafter referred to as "the data") includes but is not limited to the following:
i.User name and password
ii.Name
iii.Gender
iv.Date of birth
v.Title
vi.Nationality
vii.Document type and number
viii.Phone number
ix.Mailing address
x.Email address
xi.Other data, including but not limited to preferred language, leisure and travel preferences
xii.If you fail to provide the personal data and contact information required for providing specific services, we may not be able to fully provide you with the online service you desired. 
2.3.Purposes for Gathering and Processing your Personal Data
We may use your personal data in the following situations: 
i.Evaluating and processing your membership application
ii.Confirming and verifying your membership
iii.Processing the products and services you purchased
iv.Processing or confirming of your service requests
v.Completing the online, mobile telecommunication and other services you requested
vi.Replying to your inquiries
vii.Ensuring the operation of the Program, including checking the points, transmitting news messages related to offers, services, continuous marketing researches, project development and "StarTour Rewards".
viii.Facilitating marketing promotions and customer management, including delivering to the members the newest offers and promotional activities related to "Heart Park Rewards" 
ix.Using as the Program's reference and records
x.Announcing the list of winners of the activities organized by the website or on behalf of the website
xi.We may disclose your data to participating hotels or our designated partners so as to facilitate the proceeding of the above tasks or the provision of service to you by the companies or organizations concerned. We will use anonymized data to design a better website or improve our products and services. We may also disclose the anonymized data to select third parties.
xii.Apart from the above usage, we will not intentionally use or share the data you provided online. 
xiii.Users provide their information under the circumstances that they are aware that the website has issued a disclaimer that part of the content will be made public;
xiv.The relevant judicial authorities or government departments require users to provide relevant information in accordance with laws and regulations;
xv.Information of users can be obtained from other public channels (for example: leakage of personal information in public Internet cafes caused by not logging off the user interface);
xvi.The website confirms the need to publish the users' information in a meticulous manner (if the information provided by the user is fraudulent or misleading).
xvii.Cookies and Log Files
xviii.Cookies are the technology used to enable communication between the Internet server as well as the users' Internet browsers and calculate computer users' data. It may automatically save certain data in users' computers to identify parts on the Internet that you are the most interested in and to provide you with better Internet experience. Most parts of the browser are preset with Cookies, yet, you can adjust the setting of your browser to cancel or limit the use of this function. The collective unregistered data collected by Cookies does not include personal contact information, such as name, address, phone number and email address. The website may collect your IP address to help analyze and resolve the problems the website faces and may collect your browsing information relevant to the website. The data collected will only be used for the website's internal research purpose to improve the quality of our services and has no direct correlation with your personal data.
2.4.Links to Other Websites
The website content may include links connecting to other websites and each link complies with different Privacy Policy. When you leave our website and access to other websites, you should keep alert and read the Privacy Policy Disclaimer of those websites. We will not monitor the data you transfer to third party websites. 
2.5.Data Discloser and Transfer 
We may disclose and transfer your data to participating hotels, our selected partners and persons that are deemed to be providing or will provide you with products and services so that you can offer you those products and services as well as convey messages related to the above to you in an effective manner. 
We may also disclose your data to third parties based on the following situations: legal requirements, court orders, requests from the government or law enforcement agencies, or the fact that we genuinely believe that such disclosure is necessary which includes but is not limited to securing the rights of the website, companies participating in the Program as well as selected partners. If we have reasonable reason to believe that the relevant data can confirm, contact or accuse any persons who intentionally or in other ways obstruct the rights of the Company, or that anyone may be harmed, we will also disclose the data.


3.Membership Eligibility 


3.1.All membership will be provided for free. Any person whose age has met the legal requirement of his/her country/region of residence is eligible to obtain the membership. We hold full rights of granting membership as well as other privileges and services one is entitled to enjoy.  
3.2.As of the day you have completed your applicable, you have joined the Program and become its member. You can earn HeartPoints® with "eligible consumption" in the participating hotels or in the hotels under the "StarTour Rewards" loyalty program. Yet, you must present your membership card (either the real card or the electronic card) or provide your membership code when booking, checking-in or consuming other services in the above hotels. 
3.3.Every member shall possess one membership only which can only be used by that member and is non-transferable. You shall not provide others with your membership code or password. You are fully responsible for all activities in your Program account which are performed by others using your membership code and password, be that person your family member, tenant, colleague or any other person. All companies, associations or groups shall not apply for individual memberships of the Program, but are eligible to apply for corporate membership of the Program.


4.Cancellation or Termination of Membership


4.1.You can submit to HK CTS Hotel Member Service Center a written notification to terminate your membership at any time. By that time, all unredeemed HeartPoints® will be cleared and can not be recovered or transferred. 
4.2.For inactive members, who have not earned HeartPoints® or f;ight mileages, or redeemed HeartPoints® at any time for 5 consecutive years,  all HeartPoints® in their account will be cleared without prior notice. You can resume your membership by spending "nights that meet the reward standard" or making "consumptions that meet the reward standard" in participating hotels. Yet, the cleared HeartPoints® or airline miles cannot be recovered.
4.3.Once you are found to be involved in: (a) actions which breach laws and regulations; (b) fraudulent or abusive behavior; (c) behavior in violation of the Terms and Conditions; (d) fraudulent or abusive behavior related to the usage of HeartPoints® and rewards, or membership rights and benefits; or (e) unpaid bills from HK CTS hotels or any other participating hotels, we can decide, at any time, to suspend or cancel your membership effective immediately. 
4.4.Regardless of the underlying reasons, once your membership is canceled, you may be unable to re-apply for it and all HeartPoints® in your account will be cleared on the day of such cancellation. 


5.Levels of Membership and the Corresponding Privileges


5.1.HeartPoints® Standard and Privileges of "Silver" Members
5.1.1.HeartPoints® standard for "Silver" Members (referred to as "Silver Members" or "you" below)
i.Obtain "Silver Membership" via visiting our official website (hkctshotels.com), official WeChat ("Metropark Heart Park Rewards Club") or participating hotels. 
ii.As long as you have stayed in participating hotels for a minimum of 5 nights over a period of 12 calendar months or earned 9,000 HeartPoints® with other eligible consumption, your membership will be upgraded to "Gold Membership".
iii.You can earn HeartPoints® with all paid "eligible consumption" (see Chapter 6 for full definition) in participating hotels. "Paid" refers to "the payments that are successfully received". Transactions that are not completed for whatever reasons are not eligible to accumulate HeartPoints®. You must present your membership card (either real card or electronic card) or provide your membership code to prove your membership when you consume.
5.1.2.Privileges for "Silver" Members
i.Earn 3 HeartPoints® for every CNY 1 spent
ii.Both paid or redeemed stays can be counted as qualifying nights for your membership
iii.Earn HeartPoints® with eligible banquet or meeting consumption
iv.Accumulate airline miles through partners of the Program
v.Enjoy exclusive member's only room rates in participating hotels
vi.Exclusive service hotline provided by our Member Service Center
vii.Redeem free accommodation with your points on our official website
viii.Enjoy free Wi-Fi in participating hotels
5.2.HeartPoints® Standard and Privileges of "Gold" Members
5.2.1.HeartPoints® standard for "Gold" Members (referred to as "Gold Members" or "you" below)
i.You can earn 3 HeartPoints® for every CNY 1 paid as "eligible consumption" (see Chapter 6 for full definition) in participating hotels. Apart from this, you can also earn an extra 10% HeartPoints®. Unless otherwise specified in promotional activities, the extra HeartPoints® scheme is not applicable to HeartPoints® earned from or through the Program's partners. The 10% extra HeartPoints® are not applicable to points earned from promotional activities either, such as double or triple points promotions; "Paid" refers to "the payments that are successfully received". Transactions that are not completed for whatever reasons are not eligible to accumulate HeartPoints®. You must present your membership card (either real card or electronic card) or provide your membership code to prove your membership when you consume.
ii.If you have earned 30,000 HeartPoints® with eligible consumption or stayed in the participating hotels for 15 nights over a period of 12 calendar months, your membership will be upgraded to "Platinum Membership".
iii.The "Gold Membership" is valid for 12 calendar months. The "Gold Membership" will commence on the day when you meet the requirement for a "Gold Member" and will be valid for the following 12 calendar months starting from that day. If you have earned 6,000 HeartPoints® with "eligible consumption" or 2 or more "eligible nights" during the 12 months of valid membership, your 12 months of valid membership will start again from the date you reached the above requirements. If you fail to meet the above requirement to keep your membership, your membership will be downgraded to "Silver Membership" on the date of expiry of your membership.
5.2.2.Privileges for "Gold" Members
i.Earn 3 HeartPoints® with every CNY 1 spent
ii.Earn an extra 10% bonus points on top of basic points
iii.Both paid or redeemed stays can be counted as qualifying nights for your membership
iv.Earn HeartPoints® with eligible banquet or meeting consumption
v.Accumulate airline miles through partners of the Program
vi.Enjoy more privileges with upgraded membership (limited to the first upgrade)
vii.Enjoy exclusive member's only room rates in the participating hotels
viii.Exclusive service hotline provided by our Member Service Center
ix.Redeem free accommodation with your points on our official website
x.Enjoy free Wi-Fi in the participating hotels
xi.Enjoy priority check-in at the participating hotels
5.3.HeartPoints® Standard and Privileges of "Platinum" Members
5.3.1.HeartPoints® standard for "Platinum" Members (referred to as "Platinum Members" or "you" below)
i.You can earn 3 HeartPoints® for every CNY 1 paid as "eligible consumption" (see Chapter 6 for full definition) in the participating hotels. Apart from this, you can also earn an extra 20% HeartPoints®. Unless otherwise specified in promotional activities, the extra HeartPoints® scheme is not applicable to HeartPoints® earned from or through the Program's partners. The 20% extra HeartPoints® are not applicable to points earned from promotional activities either, such as double or triple points promotion; "Paid" refers to "the payments that are successfully received". Transactions that are not completed for whatever reasons are not eligible to accumulate HeartPoints®. You must present your membership card (either real card or electronic card) or provide your membership code to prove your membership when you consume.
ii.The "Platinum Membership" is valid for 12 calendar months. The "Platinum Membership" will commence on the day when you meet the requirement for a "Platinum Member" and will be valid for the following 12 calendar months starting from that day. If you have earned 18,000 HeartPoints® with "eligible consumption" or 5 or more "eligible nights" during the 12 months of valid membership, your 12 months of valid membership will start again from the date you reached the above requirements. If you fail to meet the above requirement to keep your membership, your membership will be downgraded to "Gold Membership" on the date of expiry of the membership. You must meet the corresponding minimum requirement to keep your "Gold Membership". Otherwise, your membership will be downgraded to "Silver Membership" at maximum. 
5.3.2.Privileges for "Platinum" Members
i.Earn 3 HeartPoints® with every CNY 1 spent
ii.Earn an extra 20% bonus points on top of basic points
iii.Both paid or redeemed stays can be counted as qualifying nights for your membership
iv.    Earn HeartPoints® with eligible banquet or meeting consumption
v.Accumulate airline miles through partners of the Program
vi.Enjoy more privileges with upgraded membership (limited to the first upgrade)
vii.Enjoy exclusive member's only room rates in the participating hotels
viii.Exclusive service hotline provided by our Member Service Center
ix.Redeem free accommodation with your points on our official website
x.Guaranteed room reservation on all reservations made 48 hours or more prior to arrival. Prioritized guest room provision even when there is a shortage. 
xi.Enjoy free Wi-Fi in the participating hotels
xii.Enjoy priority check-in at the participating hotels
xiii.Free room upgrade, up to the basic suite (depending on the hotel's room availability, upgrade is limited to the room which will be personally used by the member and is not applicable to other rooms paid by that member).
xiv.Enjoy a postponed check-out (requires application in advance) which is subject to the hotel's room availability.
xv.Free ironing of 2 sets (including a suit jacket, a pair of trousers and a shirt) of clothes (not applicable to Traveler Inn hotels)
xvi.Enjoy 10% off for food and beverages in the restaurants operated by the participating hotels. Yet, the discount is not applicable to the discounted food and beverages and specific dates (not applicable to Traveler Inn hotels)
xvii.If there is an Executive Lounge in the hotels, you can enjoy the services and breakfasts for two there; If there is not one, you can enjoy breakfasts for two (not applicable to Traveler Inn hotels)
xviii.Fresh flowers, fruit and chocolates will be given to you on the first night upon arrival in the participating hotels
5.4.HeartPoints® Standard and Privileges of "Starry" Members
5.4.1.HeartPoints® standard for "Starry" Members (referred to as "Starry Members" or "you" below)
i.You can earn 3 HeartPoints® for every CNY 1 paid as "eligible consumption" (see Chapter 6 for full definition) in the participating hotels. Apart from this, you can also earn an extra 50% HeartPoints®. Unless otherwise specified in promotional activities, the extra HeartPoints® scheme is not applicable to HeartPoints® earned from or through the Program's partners. The 50% extra HeartPoints® are not applicable to points earned from promotional activities either, such as double or triple points promotion; "Paid" refers to "the payments that are successfully received". Transactions that are not completed for whatever reasons are not eligible to accumulate HeartPoints®. You must present your membership card (either real card or electronic card) or provide your membership code to prove your membership when you consume.
ii.If you have earned 90,000 HeartPoints® with eligible consumption or stayed in the participating hotels for 30 nights over a period of 12 calendar months, your membership will be upgraded to "Starry Membership".
iii.The "Starry Membership" is valid for 12 calendar months. The "Starry Membership" will commence on the day when you meet the requirement for a "Starry Member" and will be valid for the following 12 calendar months starting from that day. If you have earned 60,000 HeartPoints® with "eligible consumption" or 20 or more "eligible nights" during the 12 months of valid membership, your 12 months of valid membership will start again from the date you reached the above requirements. If you fail to meet the above requirement to keep your membership, your membership will be downgraded to "Platinum Membership" on the date of expiry of the membership. You must meet the corresponding minimum requirement to keep your "Platinum Membership". Otherwise, your membership will be downgraded to "Silver Membership" at maximum.
5.4.2.Privileges for "Starry" Members
i.Earn 3 HeartPoints® with every CNY 1 spent
ii.Extra 50% points on top of basic points
iii.Both paid or redeemed stays can be counted as qualifying nights for your membership
iv.Earn HeartPoints® with eligible banquet or meeting consumption
v.Accumulate airline miles through partners of the Program
vi.Enjoy more privileges with upgraded membership (limited to the first upgrade)
vii.Enjoy exclusive member's only room rates in the participating hotels
viii.Exclusive service hotline provided by our Member Service Center
ix.Redeem free accommodation with your points on our official website
x.Guaranteed room reservation on all reservations made 48 hours or more prior to arrival. Prioritized guest room provision even when there is a shortage. 
xi.Enjoy free Wi-Fi in the participating hotels
xii.Enjoy priority check-in at the participating hotels
xiii.Free room upgrade, up to the basic suite (depending on the hotel's actual room availability, upgrade is limited to the room which will be personally used by the member and is not applicable to other rooms paid by that member).
xiv.Enjoy a postponed check-out (requires application in advance) which is subject to the actual situation of the hotel.
xv.4 sets of free ironing (including suits, trousers and shirts)
xvi.Enjoy 15% off for food and beverages in the restaurants in the restaurants operated by the participating hotels. Yet, the discount is not applicable to the discounted food and beverages and specific dates (not applicable to Traveler Inn hotels)
xvii.If there is an Executive Lounge in the hotels, you can enjoy the services and breakfasts for two there; If there is not one, you can enjoy breakfasts for two (not applicable to Traveler Inn hotels)
i.Fresh flowers, fruit and chocolates will be given to you on the first night upon arrival in the participating hotels


6.Earning HeartPoints®


6.1.You can earn HeartPoints® and accumulate "eligible nights" by presenting your card (either the real card or the electronic card) or providing your membership code when booking or checking-in in the participating hotels. The participating hotels refer to hotels or resorts (i) that own the name of, are managed by or are franchised for Grand Metropark®, Metropark®, Kew Green® and Traveler Inn®; and (ii) that have participated in the Program.
6.2."Eligible nights" refer to consecutive nights spent in the participating hotels that are registered, paid and spent by the member him/herself and that the bill is on the member. In certain situations, your stay is not eligible to earn HeartPoints® or "eligible nights". For example, reservation made through third parties, such as CTrip.com, ELong.com, Expedia.com, Hotels.com, Booking.com and Priceline.com. 
6.3."Eligible consumption" includes "eligible stays" paid at "eligible room rates" in the participating hotels as well as expenditure made at restaurants operated by the hotels and other companies under the HK CTS Group. Yet, it does not include:
i.Room fees not defined in "eligible room rates"
ii.Free services (include but are not limited to "reward" consumptions acquired through the Program, such as free accommodation vouchers)
iii.Other fees, included but not limited to phone calls, mini bar, laundry service, charged in-room movies, parking, business center, paid Internet access, retail goods, and souvenirs.
iv.Taxes and tips
v.Any fees that are not clearly defined as "eligible consumption"
6.4.Regardless of whether you have checked-out or rechecked-in during your stay or not, "eligible night" refers to one night or consecutive nights that are spent in the participating hotels, booked through channels like hkctshotel.com ("Heart Park Rewards" Official Website), 400 Service Center (400-669-0000 for Mainland China/852-36040000 for Hong Kong and Macao), our Official WeChat ("Metropark Heart Park Rewards Club") and by directly calling hotels, and which is paid at "eligible room rates". Apart from the above, to make your stay eligible, you must provide the hotel with your membership code when checking-in. If the room rates you paid are not "eligible room rates", then your stay will not be counted as "eligible consumption". Cannot earn HeartPoints® and accumulate "eligible nights".
6.5."Eligible room rates" refers to the room rate payable for the hotel room you stay in, yet, it does not include:
i.Room rates payable for reservations made through agencies and third parties (include but are not limited to OTA)
ii.Room rates paid at a travel agency price or six or more associated guest rooms that are discounted to be paid at a travel agency price
iii.Meetings that are paid by the organizer or room rates that are paid at a wholesaler price
iv.Fees for meals, banquets and meetings being counted in the room bills
v.Staff price
vi.Airline staff price or certain pre-set local prices
vii.Complimentary guest rooms (include but is not limited to any "free rewarded accommodation" obtained through the Program or other means)
viii.Room rate for a single consecutive stay that meets the definition of a "permanant room"
You will be unable to earn any HeartPoints® or accumulate any "eligible nights" with the above special room rates.
6.6.Upon making an "eligible stay" in the participating hotels, members are eligible to earn HeartPoints® for the guest room they themselves are staying in as well as, at maximum, two other guest rooms. Yet, the pre-reqesites of such eligibility include the facts that (i) at least one guest room should be booked in the name of and consumed by the members themselves, and (ii) all guest room fees are paid by the member themselves upon check-in. Members should stay in one of the rooms as well.. (iii) in order to ensure all HeartPoints® are counted in members' accounts correctly, members should state clearly their membership codes on the bills of their guest room and that of at maximum two other guest rooms (if applicable). When obtaining rewards and promotions with a threshold, multiple rooms of the same stay will be counted as one "eligible stay" or "eligible consumption".
6.7.Only HeartPoints® earned by the members themselves can be counted in their accounts. If two members stay in the same room, the HeartPoints® earned by that stay will only be counted in one member's account.
6.8.HeartPoints® and the accumulation "eligible nights" are restricted to the person him/herself, and the guest room fees must be individually paid by the member, or directly charged to the payer. If the guest rooms are paid by event organizers, the amount paid cannot be used to earn HeartPoints® and accumulate "eligible nights". If members are attending conferences or group meetings and pay for the guest rooms themselves, their stays are eligible to earn HeartPoints® and accumulate "eligible nights". However, guest rooms at agreed preferential room rates, reserved by corporations on a long-term basis and paid for by event organizers cannot be counted when earning HeartPoints® and accumulating "eligible nights".
6.9.HeartPoints® Validity Policy
6.9.1."Consumption points", which include (a) "eligible consumption" made at the participating hotels, or (b) HeartPoints® earned by making "eligible consumption" through the Program's partners, are valid permanently. 
Note: HeartPoints® obtained through transfers or received as gifts will not be counted as "consumption points" (meaning these points cannot be used to keep your membership grade and are valid for 2 years).
6.9.2."Bonus points", which include but are not limited to extra and free points obtained from or given by the Program on specific dates, by joining member channels and participating in specific functions, are valid for 2 years Accumulated "bonus points" will be cleared if they are not used by members within 24 months. This Policy will be in effect as of 1 February 2017. 
6.10.Unless otherwise specified, all other subsidiaries or franchisees apart from the participating hotels will not offer points and privileges to members. If the hotels have quit the Program, all stays thereafter are not eligible to earn any points, regardless of whether the reservation is made before the quitting date or not. 
6.11.Stays completed within 30 days before the joining of the Program can be counted to earn points and accumulate "eligible nights" upon submission of written application together with a copy of the hotel payment receipt within 60 days after the stay. 
6.12.Complimentary stays and stays paid with vouchers are not eligible to earn HeartPoints® and accumulate "eligible nights".
6.13.Stays paid with points can be used to accumulate "eligible nights", but not HeartPoints®.
6.14.Even if they are fully paid, reservations made without checking-in are not qualified to earn HeartPoints® and accumulate "eligible nights".
6.15.HeartPoints® can also be earned any time through our Program partners, such as specific credit card and car rental companies. Please refer to the partner agreement of the "Heart Park Rewards" for concrete rewards. 
6.16.We reserve, without prior notice, the right to revoke any HeartPoints® miscounted in members' accounts.


7.Using HeartPoints®


7.1.HeartPoints® or "rewards" are non-exchangeable and cannot be redeemed for cash, prizes or credit card points. You must follow the Terms and Conditions and the procedures stated on the reward vouchers (if applicable) when redeeming the rewards.
7.2.We may any time revise the rewards, the amount of HeartPoints® needed to redeem the rewards, the type of rewards as well as the Terms and Conditions related to the rewards without prior notice.
7.3.You must log-in on hkctshotel.com ("Heart Park Rewards" Program Official Website) or follow our Official WeChat ("Metropark Heart Park Rewards Club") to redeem and book rewarded guest rooms. When redeeming hotel accommodation with HeartPoints®, you must redeem and book the rooms in advance, and as well accept the specified room rates we offer. 
7.4.When you have finished booking the rooms and submitted your order, the HeartPoints® needed for such reservation will be deducted from your member account in a real time manner.
7.5.After you have finished booking the rooms and submitted your order, the reservation information of the order cannot be changed. Yet, the reservation made can be canceled by the cancellation deadline. 
7.6.If you cancel the reservation, which is redeemed by using HeartPoints®, before the cancellation deadline, the deducted HeartPoints® will be returned to your account. If you failed to cancel such reservation before the cancellation deadline and did not fulfill the reservation (did not check-in after making the reservation), the HeartPoints® deducted will not be returned to your account.
7.7.The amount of HeartPoints® needed to redeem reward rooms may vary according to the type of hotels (including the type of guest rooms, kind and number of beds, views and services). Moreover, in peak seasons or on special holidays, the amount of HeartPoints® needed in certain hotels may be higher. 
7.8.Government taxes, tips, miscellaneous fees and fees for extra beds are not covered in the guest room redemption. The above fees should be paid to the hotels before checking-out.
7.9.The fees waived by using HeartPoints® cannot be used to obtain points, rewards or other discounts. Yet, other fees eligible to be counted as "eligible consumption" can be used to earn HeartPoints® and rewards. 
7.10.If you need special services, such as airport limousine, please confirm your arrangement with the hotel, in which you are staying, 24 hours in advance. If you do so within 24 hours before your arrival, the hotel will try its best to arrange for you according to the actual circumstances. 
7.11.If you redeem gourmet food with HeartPoints®, you will not be able to enjoy any other food and beverage discounts or earn points with that consumption.
7.12.For other reward redemption, you are also required to follow the redemption requirements and instructions provided by us.
7.13.Lost, stolen or damaged rewards cannot be re-issued. 
7.14.We may any time revise all fees, charges, currencies, price lists, other fees and specific contents of the Program without prior notice. We are not liable for any damages, which are caused by irresistible factors, you suffer. 
7.15.Paper vouchers can only be issued by the Program department. As stated on the voucher, each voucher can only be used to redeem one standard guest room during one consecutive stay (the standard guest room may vary depending on the hotel brand). You can make reservations with your voucher through 400 Member Service Center. Yet, the paper voucher code must be provided to make such reservation.


8.Earning Mile


8.1.With the "Heart Park Rewards" Program, you can not only earn points and rewards, but also accumulate airline miles Members can choose to participate in the frequent flier program of our selected partner airlines when joining the Program For information related to the frequent flier programs from the selected partner airlines, please refer to the Terms and Conditions of the airlines.
8.2.Prior to booking the participating hotels, members can fill in or update their reward priority, either HeartPoints® or airline miles, in the member information session on the official website. So that you can start earning with a new reward option from your next stay. But the same stay can not earn both points and mileages at the same time, and the rewards obtained in the previous records cannot not be converted into a new reward method.
8.3.Each of your "eligible stays" can be used to earn a specific amount of airline miles, which may vary depending on the airlines' frequent flyer programs which you are in. The mileages of our current partnering airlines are as follows:
China Eastern Airlines: 400 miles for an "eligible stay"
China Hainan Airlines: 400 miles for an "eligible stay"
8.4.A "stay" or an "eligible stay" refers to a consecutive stay that is booked at an "eligible room rate" by visiting hkctshotel.com ("Heart Park Rewards" Program official website) or following our official WeChat ("Metropark Heart Park Rewards Club"), checked-in at the participating hotels and fully paid by the member him/herself (consecutive checking-in and -out within 24 hours will be counted as one "eligible stay"). 
8.5."Eligible room rate" refers to the best public price and member price displayed on the official channels of the HK CTS Hotels Co., Ltd.. Such room rate can be used to earn airline miles as long as the guest room is booked, checked-in and fully paid by the member him/herself. To ensure the airline miles are correctly counted, members are required to provide their membership codes when making reservations.
8.6.Stays which are not eligible to earn airline miles include: if members are attending conferences or group meetings, and they pay for their guest rooms on their own, their stays can be used to earn airline miles and accumulate "eligible nights". However, guest rooms that are at an agreed upon preferential price or paid for by the event organizers are not eligible to earn miles or accumulate "eligible nights". Guest rooms at a staff price or family price are not eligible to earn miles or accumulate "eligible nights".
8.7.Guestrooms booked through the third party retailers, such as CTrip.com, ELong.com, Expedia.com, Orbitz.com, Hotels.com, Booking.com, are not eligible to earn miles or accumulate "eligible nights". Guestrooms booked by wholesalers and chain travelling agencies, regardless of being reserved via what means, are not eligible to earn miles or accumulate "eligible nights".
8.8.Flight miles obtained and accumulated under the frequent flier program of a specific airline participating in the Program cannot be converted into that of other partnering airlines' frequent flier programs, nor into HeartPoints®.
8.9.If the hotels have quit the Program, all stays thereafter are not eligible to earn any mileage, regardless of whether the reservation is made before the quitting date or not.
8.10.If two members stay in the same room, the airline miles earned by that stay will only be counted in one member's account.
8.11.Flight mileage cannot be transferred, sold, replaced, exchanged or used to redeem cash. All airline miles should be operated in accordance with relevant Terms and Conditions. 
8.12.Members can submit to the Member Service Center a written application within 60 days upon successful joining of the Program to record their previous mileage. Such written application should include member's name, membership code, phone number or email address, check-in information as well as billing information. Failures in providing relevant documents may lead to unsuccessful application for recording the previous mileages. To protect members' information, all check-in information will only be kept until the mileage has been recorded in their accounts. 
8.13.All other rules concerning "Heart Park Rewards" are applicable. 


9.Meeting Organizer Rewards Program


9.1.After becoming members the "Heart Park" Meeting Organizer Rewards Program (referred to as "Organizer Program" below), meeting organizers can earn 1 HeartPoints® (referred to as "points" below) for every CNY 3 of "eligible consumption" when organizing banquets/meetings/events. The maximum amount of points obtainable from eligible banquet/meeting/event consumptions is 60,000.
9.2."Eligible consumptions" include conference room rental, audiovisual equipment, food and beverages reserved and paid at the hotel, as well as conference and banquet ornaments. Only stays having 10 guest rooms checked-in for at least 1 night during the function (regardless of whether or not food and beverages are included) are counted as "eligible consumption" for accommodation.
9.3."Eligible consumption" does not include any tax, tip, service charge, fees from outsourced stores or any charges related to the meeting participants (including personal food and beverage consumption, leisure and entertainment expenses, and other expenses). 
9.4."Eligible stay" includes any guest rooms or banquets/meeting/events reserved for guests by the meeting organizers in hotels under HK CTS Hotels Co., Ltd., except the followings:
i.Guest rooms booked through online distribution channels, third party reservation channels and all other pre-paid reservation channels, which include but are not limited to CTrip.com, ELong.com, Expedia.com and Booking.com;
ii.Guest rooms booked at a group price during banquets, functions or meetings;
iii.Guest rooms booked at a travel agency price, wholesaler price or airline crew price;
iv.Guest room booked by any travel agencies that have signed a commission agreement with HK CTS Hotels Co., Ltd. or hotels under the Company; 
v.Guest rooms booked at a HK CTS Hotels Co., Ltd.'s staff price;
vi.Guest rooms provided for free;
vii.Guest rooms redeemed with vouchers, the third party rewards or points; 
viii.Guest rooms at a hotel industry price.
9.5.Members can accumulate up to 10 nights by organizing events with "eligible consumption" in hotel participating in the "Organizer Program". The accumulated nights will be included in the member's account together with the earned points.                            
9.6.If the agencies (corporations, business travel agents) make reservations, the person doing so is required to sign a meeting or event contract with the hotel to acknowledge the employment or contractual relationship between both parties during the meeting. The laws and regulations related to point earning must be complied to earn the bonus points for meeting organizers. The event organizers do not have to participate in the meeting or catering activities themselves to earn bonus points for the event.
9.7.Unless otherwise agreed, the consumption items that meet the reward criteria at the agreed price do not include any consumption incurred in accordance with the special agreement price.
9.8.Unless otherwise discussed and agreed, the hotel holds the right, at any time, to decide the promotions other than that of the Program can not earn points.
9.9.Reservations made for special event, banquet, and meeting activities by individuals are also eligible to earn booking bonus points. 1 HeartPoints® can be earned for every CNY 3 spent and the points will be rounded to the nearest integer integral value according to the meeting activities that meet the award criteria, attendees' room, dining and conference leasing, banquet consumption.
9.10.If you have any changes in the applicable terms and conditions, any organizer is required to set up a maximum of 60,000 points for room reservation, banquets/meetings/events, including all room bookings, banquets/meetings/events which meet the incentive standards of consumption. Two or more banquets, meetings, or events which are held at the same hotel by the same reserver or organization on the same date or on a continuous date and will be treated as a single banquet/meeting/event. All rooms reserved by the same booking person or organization at the same hotel on the same date or on a continuous date are deemed to be booked once.
9.11.In a banquet/meeting/event, up to two members can share the "eligible consumption" points. Members who are eligible to earn points must be the primary contact of the contract or the authorized signatory of the contract.
9.12.If the participants of the banquet/conference/event pay their personal room through the organizer (i.e. the major account), they will not be able to earn their own points in the room.
9.13.Silver, Gold, Platinum, Starry members earn 1 HeartPoints® for every CNY 3 earned on the program in accordance with the reward criteria and can no longer receive additional points.
9.14.When booking at the participating hotels, members must inform the hotel prior to booking the relevant room, banquet/meeting/event that they want to earn bonus points and provide their membership code.
9.15.For "banquet/meeting/event or room consumption" for "eligible consumption", the points will be accumulated to the member's account within forty-five (45) days after the relevant payment has been settled.
9.16.If members have doubts about the points accumulated in their account, they can always contact the relevant hotel for inquiry. If the problem cannot be resolved by the hotel, please contact the Program's Member Service Center at 400-669-0000 (Mainland) and 852-3604 0000 (Hong Kong and Macau). Members must keep the receipts and invoices for all booking and check-in records in all hotels, and it is necessary for them to provide relevant information when making an application.
9.17.To earn points for meetings/events/activities in the Hong Kong and Macao hotels participating in the "Organizer Program", the local currencies must be converted into Chinese Yuan Renminbi. The local currency shall be converted into Chinese Yuan Renminbi at the effective exchange rate announced on the day of earning points. The exchange rate is determined by the planning team in accordance with the standard currency exchange method, which may differ from the currency conversion standard used by the credit card company.
9.18.The "Organizer Program" only accepts individuals. No corporations or organizations are allowed to join, and thus, they can not earn HeartPoints®.
9.19.Members can visit hkctshotel.com to view the Program rules and regulations of earning points. The Program team reserves the right to revise the regulations at any time without prior notice.
9.20.All other rules concerning "Heart Park Rewards" are applicable.


10.Statement, error and recoverable claim


10.1.We may contact you via your mailing address, mobile phone, phone, fax or email, and send you regular HeartPoints® points balance and related promotion messages or text messages.
10.2.If HeartPoints® have not yet been properly credited to your account within 30 days of the transaction, you can apply for a supplement to the HK CTS Hotel Member Service Center within 180 days of the transaction and please provide a hotel with your signature billing copy and membership code.
10.3.Special Note: HK CTS Hotel Co., Ltd. "Heart Park Rewards" Program belongs to HK CTS Group's loyalty program - "StarTour Rewards". Once you join the "Heart Park Rewards" Program, you have also joined HK CTS Group's "StarTour Rewards". If there are any inconsistencies to the Terms and Conditions, HK CTS Group's loyalty customer reward program instructions shall prevail.
10.4.The privacy statement of HK CTS Hotels Co., Ltd.'s "Heart Park Rewards" Program is written in accordance with HK CTS Group's relevant statement.
10.5.The above monetary units are Chinese Yuan Renminbi. Other currency shall be converted according to HK CTS Hotel Co., Ltd.'s the current system of the current exchange rate settlement.


11.Help


11.1.If you have any question about HK CTS Hotels Co., Ltd's "Heart Park Rewards" Program, 
i.please visit hkctshotel.com ("Heart Park Rewards" Program Official Website)
ii.please follow "Metropark Heart Park Rewards Club"'s official WeChat
iii.please contact the "Heart Park Rewards" Member Service Center at 400-669-0000 (Mainland China) and at 852-3604-0000 (Hong Kong and Macao)
iv.Please send an email to member@hkctshotels.com
11.2.If you have any question concerning HK CTS Group's customer loyalty reward program, the "StarTour Rewards", please contact HK CTS Customer Service Center at 400-084-5678 (Mainland China) and 852-36040078 (Hong Kong and Macao). Or visit ctssr.com (“StarTour Rewards” Official Website) to for more information.

 

HK CTS Hotels Co., Ltd. holds the right of final interpretation for any content in the Terms and Conditions. 

 

Introduction to HK CTS Group
As a traveling service provider with more than 80 years of tourism service experience, HK CTS Group is dedicated to providing enthusiastic and professional service to nearly 40 million domestic and foreign tourists yearly. For this reason, we have created a loyalty reward program, the "StarTour Rewards" for you. With tremendous resources that rank us first among integrated travel service providers, nearly 50,000 staff as well as widespread service spots across the region (including Hong Kong and Macao), the HK CTS Group offers exclusive discounts and premier privileges that are at your disposal. Privileges include the services provided by more than 500 CTS agencies in the Mainland, Hong Kong and Macao, over 100 Grand Metropark, Metropark, Kew Green and Traveler Inn hotels as well as the well-known online travel platform MangoCity.com; offers in more than 10 theme resorts, including Ocean Spring Villa; and discounts in various tourist spots, including Window of the World and Splendid China.

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