Frequently Asked Questions

1. Log in and book direct via our participating hotel’s websites e.g. www.amari.com.
2. Select 'ONYX Rewards Member Rate' option when choosing preferable room type. It is exclusively for ONYX Rewards members, unavailable to public and you can normally earn points for this offer.
3. Confirm your membership ID upon check-in. 

ONYX Rewards members earn 10 points for every eligible U.S. dollar (USD) before tax and service charge spent at participating hotels. Sapphire, Gold and Platinum tier members receive 10%, 25%, and 50% bonus points respectively. The amount of approximate points earned may be different from actual points earned.

Within 14 working days after check-out of an eligible stay. Please show your membership ID or quote membership number to the front office staff upon check-in.

Please submit our 'Missing Stay/Points' form on 'Contact' menu. Missing points for eligible nights are allowed as followed:

• Within 90 days after check-out, if you signed-up before completing an eligible stay
• Within 30 days after check-out, if you signed-up after completing an eligible stay

Yes, you can earn points for multiple rooms base on 2 scenarios as followed:

1. Book multiple rooms but only one person is a member. In this case, the only member can earn points for all rooms.
2. Book multiple rooms and there are two or more members across the booking. In this case, please decide who would like to earn points for which room OR if all points can be given to one member.

Please inform the front office staff upon check-in.

Only one ONYX Rewards member can earn points for a room, please inform the front office staff who will be earning points for the room.

Yes, if the payment of the room upgrade is made directly to the hotel. Please provide the following details for us:

• Hotel name
• Booking ID/confirmation number

Original booking made via third-party channel will not earn points, only additional room revenue from the upgrade.

Points can only be credited to members when they are present and staying over. In this case, we recommend to register an account for your family member(s) so the new member can earn points for this stay.

No, ONYX Rewards do not allow points sharing to other membership accounts.

Eligible charges include room rates paid for hotel room nights via official website as specified by ONYX Hospitality Group:

• Best Available Rates
• Advance Purchase Rate
• Package Rate
• Hotel direct reservation under Best Available Rates
• Call-in booking under Best Available Rates
• Certain corporate rates
• Certain promotional rate

The following payment that is not Room Only rate:

• Tax
• Service charge
• Breakfast
• Dining
• Spa
• Transportation
• Laundry 
• Bookings made via third-party channels
• Certain corporate rates
• Certain promotional rates
• Long stay rental
• Aircrews
• Voucher stay
• Complimentary stay
• Redeemed stay
• House use
• Day use
• Etc.

Exchange and/or usage ONYX Rewards points with airline miles is not available at the time being. ONYX Rewards points can only be earned and used at our participating properties.

No. ONYX Rewards points can only be earned from Room Only rate.

You can log in and redeem online via our participating hotels' websites. Please see video guideline here.

The amount of points required depends on your selected room type and stay period. You can log-in via our participating hotel's website and select 'Award Night' option when choosing the preferable room type. You will find the average points required per night.

Click 'View Price Breakdown' to see total points needed, if you are looking to book more than a night.

It is listed under each room's available rate on our participating website. Please ensure you have logged-in as a member.

If you still cannot find it, please contact the participating hotels directly or submit 'Points Redemption Inquiry' on 'Contact' menu on your member portal.

Unfortunately, partial points redemption and partial payment for the same night is currently unavailable.

We recommend enjoying your ‘Member Rate’ instead. Please select 'Member Rate’ option when choosing the preferable room type. It is exclusively for ONYX Rewards members unavailable to the public and you can normally earn points for this option.

We recommend to make separate reservations as followed:

1. A redemption reservation for the nights your points can cover.
2. A normal reservation for the remaining night(s) that your points cannot cover. This booking will require payment and we highly recommend to reserving a ‘Member Rate’ for your exclusive offer.

A valid credit card is needed to guarantee and secure any reservation booked with an ONYX Rewards hotel even if it is for an Award Night reservation. However, you should not be charged for a successfully redeemed reservation.

They are rewards that ONYX Rewards members redeem using their points, and use those at the applicable outlets. 

Please log in here and go to the 'Rewards' page using the website top navigation menu. Or if accessed via a mobile device, please log in and click the hamburger menu icon on the top right corner, then click on 'Rewards'. On this page, you will see all 'Available Rewards' such as spa cash voucher, dining cash voucher, etc.

Click on the 'Redeem' button for the Award you would like to redeem your points for. The system will automaticlaly deduct points from your membership account should you have enough points balance. The redeemed Awards will then be shown on 'My Award' tab.

Please click on 'My Award' tab. You will find the Award voucher with amount of points used for its redemption, issued date, expiry date, and voucher status.

Please proceed as follows:
1. Inform the outlet staff before asking for a bill that you have an outlet's Award voucher that you would like to use.
2. Log in to your ONYX Rewards membership portal here.
3. Go to 'Rewards' page and then click 'My Award' tab.
4. Show your Award with valid voucher status ('Issued') to the outlet staff.
5. Provide your Membership ID to the outlet staff. They will mark your voucher as 'Redeemed' that indicates that this voucher has already been used.

Award 'Status' indicates the validity of the award as follows:
- Issued = You redeemed your points and receive this particular Award voucher. But it hasn't been used yet.
- Redeemed = You have already used this Award voucher and it is marked as 'Redeemed' (a.k.a. 'Used') by the hotel our outlet.
- Canceled = This Award voucher was cancelled.
- Expired = This Award voucher was issued but has not been used, and is now expired.

Please note that expired Award vouchers cannot be claimed retrospectly.

Awards vouchers cannot be transferred or used by other guests. Kindly ensure that you are also present at the participating outlet when using the Award voucher.

Award vouchers are non-cancellable and points cannot be revoked. 

We are delighted to inform you that you do not have to stay at our hotels to use the Award vouchers. As long as you are an ONYX Rewards member and has sufficient points balance, you are entitled to redeem any Award vouchers and use it at our participating outlets.

A "night" is considered one eligible night spent at any of our ONYX Rewards hotels.

No. The number of nights of an eligible stay can only be collected for one room.

Nights and stays will be earned based on your actual personal stay period. For example, you may have bookings for 13-17, 12-15 and 14-16 June 2019 at the same property but your actual stay is on 12-15. In this case, you will earn 3 nights, 1 stay.

Silver members do not have to renew their tiers.

Sapphire, Gold, and Platinum are valid for 12 consecutive months after the upgrade date.

• For Sapphire members, minimum personal 2-4 eligible stays or 5-14 eligible nights
• For Gold members, minimum personal 5-9 eligible stays or 15 eligible nights.
• For Platinum members, minimum personal 10+ stays or 40+ eligible nights.

In case the re-qualification is unsuccessful, our system will automatically update your tier to the new status.

Personal eligible nights can only be accounted towards tier calculation when the departure date is completed within the validation period. In this case, this stay will not be accounted for (as the check-out date exceeds tier expiry date).

According to our policy, members must re-qualify for Sapphire, Gold, and Platinum statuses. Your Sapphire/ Gold/ Platinum membership remains in effect for 12 consecutive months. To maintain your status, the number of personal 5 eligible nights (Sapphire), 15 eligible nights(Gold), or 40 eligible nights (Platinum) must be stayed in a consecutive 12-month period at participating ONYX Rewards hotels.

Once you meet a tier requirement for the higher tier status, your membership level should automatically be updated within 14 business days after checking out of the eligible stay. If it does not update, please send an enquiry through 'Contact' menu on your member portal.

Sapphire, Gold, and Platinum members can request for early check-in as part of member benefits, subject to availability upon check-in.

Gold and Platinum members can request for late check-out as part of member benefits, subject to availability upon check-in.

Our program is free and you will earn 1,000 bonus points upon joining, earn points towards eligible stay to redeem free night, as well as immediate 10% discount at participating food and beverage outlets.

Gold and Platinum members earn exclusive benefits such as late check-out and room upgrade subject to availability upon check-in. For complete benefit information, please check out "Member Benefits" page.

Our Platinum members can have complimentary access to Executive Lounges at Amari Johor Bahru, and Amari SPICE Penang. As well as complimentary access to Club Siraa at Amari Bangkok, Club Napha at Amari Pattaya and Coral Lounge at Amari Phuket, when booking direct.

Complimentary access to the Executive Lounge, Club Siraa, Club Napha, and Coral Lounge are only available for Platinum members.

Our hotels may offer an exception for an accompany staying in the same room as you. For other rooms, the hotel may or may not provide other available offers for your accompanies occupying other rooms. Kindly confirm the property in advance of your arrival.

No, points cannot be transferred between members' accounts.

No. ONYX Rewards points can only be used to redeem an ‘Award Night’ at the moment.

Every ONYX Rewards membership is personalised, therefore it cannot be shared. 

Room prices typically include room changes based on the room type and any services taxes charged 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.

Please refer to the confirmation page when you complete making a reservation. 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 can also refer to the detailed confirmation email containing your booking information sent to your email address after the booking is completed.

ONYX Rewards does not make charges against your credit card for room bookings. The credit card information you provide to ONYX Rewards during the 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.

There is an exception to this rule if the room you book is an Advance Purchase rate. In this case, your credit card will be charged immediately. These rates will be clearly marked Advance Purchase.

Yes, you can cancel your reservation online as long as it is within the cancellable period. Please visit Your Booking menu on the hotel’s website and click 'Cancel Reservation'.

Cancellation policies vary by hotel. Typically, bookings can be changed or cancelled up to 48 hours prior to arrival. Cancellations made within less than 48 hours may be subject to a “no-show” fee. Please visit the hotel’s website for specific cancellation policies or contact our Customer Service team for assistance.

Please find the list of our participating properties on 'Our Destinations' page.

No, it is free. Join us and start enjoying your exclusive member benefits now.

Please log in and go to 'My Profile' or 'My Settings' to securely update your profile, personal details, password, etc.

Within a consecutive 24-month period, members who do not earn points or have another transaction of any type may be removed from the program. If an account is closed due to inactivity, any remaining points may be forfeited. To reactivate your account, you must enroll again.

Please contact ONYX Rewards Customer Support team via 'Contact' menu on your Member Portal and provide information about both accounts. We will assist to merge the duplicate profiles for you.

No, a plastic/ physical card is not available. All ONYX Rewards members can use their e-card that can be found when logged in.

The contact information for each hotel is also available on the hotel details page. After you've booked a reservation, it is also provided in the Confirmation Letter. Alternatively, you can find the list below:

Thailand

Bangkok

Oriental Residence Bangkok              +66 2125 9000

Amari Don Muang Airport Bangkok    +66 2566 1020

Amari Bangkok                                   +66 2653 9000

Shama Lakeview Asoke Bangkok        +66 2663 1234

Shama Petchburi 47 Bangkok              +66 2308 5900

Shama Sukhumvit Bangkok                 +66 2105 6000

Shama Yen-Akat Bangkok                    +66 2160 8750-51

Buriram

Amari Buriram United                            +66 4411 1444

Hua Hin

Amari Hua Hin                                        +66 3261 6600

Koh Samui

Amari Koh Samui                                   +66 7730 0306-9

OZO Chaweng Samui                            +66 7791 5200

Krabi

Amari Vogue Krabi                                +66 7560 7777

Pattaya

Amari Pattaya                                        +66 3841 8448

OZO North Pattaya                                +66 3841 9419

Phuket

Amari Phuket                                        +66 7634 0106-14

OZO Phuket                                          +66 7656 3600

Overseas

Amari Johor Bahru                                  +60 7 266 8888

Amari Kuala Lumpur                               +603 2330 5800

Amari SPICE Penang                             +604 683 1188

Amari Vang Vieng                                   +856 0235 11800-9

Shama Heda Hangzhou                          +86 571 8989 8989

Shama Hub Metro South Hong Kong      +852 2531 5888

OZO George Town Penang                     +60 4 226 3737

Hotel 108, Hong Kong                             +852 3120 3600

You can choose to contact ONYX Rewards team via any option below:

• Log-in to your member portal and submit an enquiry via 'Contact' menu.
• Message us at ONYX Rewards Facebook here