ABOUT ONYX REWARDS

FREQUENTLY ASKED QUESTIONS

GENERAL

What is ONYX Rewards? ONYX Rewards is an independent loyalty program belonging to ONYX Hospitality Group. You will be introduced to our endless rewards and points toward free hotel rooms for every dollar you spend at ONYX Rewards Hotels.

During an Eligible Stay at ONYX Rewards Hotels, Eligible Stay revenue includes room night fees paid by members to the hotels for all room nights booked directly with the hotel or through ONYX Rewards booking channels. Please see the detailed ONYX Rewards Member Terms and Conditions for more information.

What are the benefits of joining ONYX Rewards? Our endless rewards are only available for member of ONYX Rewards. As a member of ONYX Rewards, you’ll earn points whenever you stay at an ONYX Rewards Hotel. Points can be redeemed for a complimentary hotel stays. For detailed reward information, visit the Member Benefits page.

Is there a fee to join ONYX Rewards? Joining ONYX 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 bank details. Should you require further assistance, please contact Customer Service or click here.

Can I share my card with someone else? Every ONYX Rewards membership is personalized, so it cannot be shared.

When will my stay and points appear in my ONYX Rewards account? It typically takes 5-7 days after the date of check-out for a stay to post to your ONYX Rewards account. In certain cases, there is a delay in the hotel transferring stay information. If you need additional assistance, please contact Customer Service or click here.

What if I accidentally enrolled in ONYX Rewards more than once? If you realize you’ve enrolled for more than one ONYX 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 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. Prior to removal, points accrued can be redeemed for eligible ONYX 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 ONYX Rewards membership card? Membership card will be sent to Gold and Platinum members within 4-6 weeks upon achieving Gold or Platinum tier and confirmation of mailing address. If you’re a Silver member, you can print a temporary membership card or use electronic membership card in your account section of the website. Please provide the account number you received during online enrolment for future reservations. If you enrolled at a hotel, please ask the front desk agent to provide a printout of your ONYX Rewards account number. To ensure speedy delivery of your membership card, please confirm your email address and the mailing address listed in your account is correct

Why haven’t I been upgraded to the next tier? ONYX 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 ONYX points will I earn when I stay? ONYX Rewards members earn 10 points for every eligible U.S. dollar (USD) spent at a participating hotel. 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. For a full explanation of member and tier benefits, please visit the Membership Benefits page.

Can I earn points for more than one room during a Stay? Member of ONYX Rewards may earn ONYX 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. Any bonus points issued on base points, including tier bonuses (25% or 50%, depending on Member tier) and bonus points from qualifying promotions will apply to the total base point credit earned for each room. For purposes of obtaining tier status, a Member may receive night credit on one room only.

What is a "night" and a "stay" in tier qualification? A "night" is considered one night spent at any of our ONYX 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 via official website, hotel direct reservation, corporate rates and some promotional rate as specified by ONYX Hospitality Group.

Ineligible charges usually include, but are not limited to, taxes, service charges, gratuities, parking, recreational charges, airline crew room charges, and third party room reservation charges. To see what charges are considered eligible or ineligible at an ONYX Rewards hotels, visit ONYX Rewards Membership Terms & Conditions page.

ACTIVITY STATEMENTS

How often will I receive my ONYX Rewards statement? During the first week of each month, you’ll receive an email statement with an account summary. You can also track your point earnings and account information anytime by logging into Your Account.

RESERVATIONS

Can I cancel a reservation online? To cancel an existing reservation, visit Your Booking on hotel’s website and click on "Cancel Reservation" link. Cancellation policies vary by hotel. Typically, bookings can be changed or canceled 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.

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

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 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. When you arrive at the hotel, if you prefer, you will have the opportunity to pay for your stay with another form of payment.

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 ONYX 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 ONYX Rewards promotion has a deadline and bonus points are typically credited to member’s accounts within 10 days of the promotion’s end. Most ONYX 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.onyx-rewards.com 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 ONYX 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. Gold and Platinum 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.