Frequently Asked Questions
How to earn points?
- Log in and book direct via our participating hotel’s websites e.g. www.amari.com.
- 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.
- Confirm your membership ID upon check-in.
How many ONYX points will I earn when I stay?
ONYX Rewards members earn 10 points for every eligible U.S. dollar (USD) before tax and service charge spent at participating hotels. Gold and Platinum tier members receive 25% and 50% bonus points respectively. The amount of approximate points earned may be different from actual points earned.
How many days will the points be credited after check-out?
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.
My points are missing and I have not receive my points more than 14 working days after check-out. How can I claim?
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
Can I book and earn points for multiple rooms?
Yes, you can earn points for multiple rooms base on 2 scenarios as followed:
- Book multiple rooms but only one person is a member. In this case, the only member can earn points for all rooms.
- 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.
I booked one room but my accompany is also an ONYX Rewards member. Can we both earn points?
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.
I booked via third party channel but also paid extra at the hotel for room upgrade – will I earn points?
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.
Can I earn points for my family stay (but I will not be there)?
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.
Can I share points earned under my account with my spouse, family member or friends?
No, ONYX Rewards do not allow points sharing to other membership accounts.
What are Eiligible Charges that I can earn point with?
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
What are Ineligible Charges that I can not earn points with?
The following payment that is not Room Only rate:
- Service charge
- Bookings made via third-party channels
- Certain corporate rates
- Certain promotional rates
- Long stay rental
- Voucher stay
- Complimentary stay
- Redeemed stay
- House use
- Day use
Can I earn/use points for airline miles?
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.
Can I earn points for dining, spa, etc?
No. ONYX Rewards points can only be earned from Room Only rate.
How can I redeem?
You can log in and redeem online via our participating hotels' websites. Please see video guideline here.
How many points do I need for an award night?
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.
Why am I not able to see the ‘Award Night’ option?
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.
I do not have enough points to redeem a free night. Can I redeem my free night with points and top up additional cash for the same night?
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.
I want to book 3 nights but only have enough points to redeem 2 nights. What do I do?
We recommend to make separate reservations as followed:
- A redemption reservation for the nights your points can cover.
- 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.
Why are my credit card details required for redemption booking and can I redeem without the card?
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.
What is a "night" in tier qualification?
A "night" is considered one eligible night spent at any of our ONYX Rewards hotels.
Can I earn Nights for multiple rooms fo the same stay period?
No. The number of nights of an eligible stay can only be collected for one room.
What if my bookings overlap? How will I earn Nights and Stays?
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.
Do I have to renew my tier?
Silver members do not have to renew their tiers.
Gold and Platinum are valid for 12 consecutive months after the upgrade date.
- For Gold members, minimum personal 15 eligible nights.
- For Platinum members, minimum personal 40 eligible nights.
In case the re-qualification is unsuccessful, our system will automatically update your tier to the new status.
I only need one more eligible night to maintain my tier and a reservation has already been made. I will arrive before my tier is expired but the check-out date is after the validation; will it be accounted?
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).
Can I request for Gold or Platinum tier extension, should I disqualify based on eligible nights qualification?
According to our policy, members must re-qualify for Gold and Platinum statuses. Your Gold/Platinum membership remains in effect for 12 consecutive months. To maintain your status, the number of personal 15 (Gold) or 40 (Platinum) nights must be stayed in a consecutive 12-month period at participating ONYX Rewards hotels.
Why have I not been upgraded to the next tier?
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.
Can I arrange in advance for a late check-out or early check-in?
Gold and Platinum members can request for early check-in and late check-out as part of member benefits, subject to availability upon check-in.
What are the benefits of joining ONYX Rewards?
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.
Where are the Executive Lounges, Club Siraa, and Coral Lounge located?
Our Platinum members can have complimentary access to Executive Lounges at Amari Pattaya, Amari Johor Bahru, and Amari SPICE Penang. As well as complimentary access to Club Siraa at Amari Bangkok and Coral Lounge at Amari Phuket, when booking direct.
I am a Platinum member and booked multiple rooms. Will my family/friends be entitled for Executive Lounge, Club Siraa, and Coral Lounge access, too?
Complimentary access to the Executive Lounge, Club Siraa, 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.
Can I transfer points to my family/friends or vice versa?
No, points cannot be transferred between members' accounts.
Can I use my points for other services i.e. dining, spa, etc?
No. ONYX Rewards points can only be used to redeem an ‘Award Night’ at the moment.
Can I share my account with someone else?
Every ONYX Rewards membership is personalised, therefore it cannot be shared.
What is the breakdown of my room rate?
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.
How can I be sure my room reservation is confirmed?
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.
I've entered my credit card details. When will I get charged for my booking?
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.
Can I cancel a reservation online?
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.
How do I find ONYX Rewards participating properties?
Please find the list of our participating properties on 'Our Destinations' page.
Is there a fee to join ONYX Rewards?
No, it is free. Join us and start enjoying your exclusive member benefits now.
How do I change my profile, personal details, password, etc.?
Please log in and go to 'My Profile' or 'My Settings' to securely update your profile, personal details, password, etc.
What happens if I do not stay at an ONYX Rewards hotel for a long period of time?
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.
What if I accidentally enrolled in ONYX Rewards more than once?
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.
Is there a plastic membership card?
No, a plastic/ physical card is not available. All ONYX Rewards members can use their e-card that can be found when logged in.
Where can I find a hotel’s telephone number?
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:
Oriental Residence Bangkok +66 2125 9000
Amari Don Muang Airport Bangkok +66 2566 1020
Amari Watergate 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
Amari Buriram United +66 4411 1444
Amari Hua Hin +66 3261 6600
Amari Koh Samui +66 7730 0306-9
OZO Chaweng Samui +66 7791 5200
Amari Vogue Krabi +66 7560 7777
Amari Pattaya +66 3841 8448
OZO North Pattaya +66 3841 9419
Amari Phuket +66 7634 0106-14
OZO Phuket +66 7656 3600
Amari Havodda Maldives +960 6844 888
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
OZO George Town Penang +60 4 226 3737
Hotel 108, Hong Kong +852 3120 3600
How can I contact ONYX Rewards?
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