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1. DEFINITIONS OF KEY TERMS USED IN THE r&R
WEBSITE
2. MEMBERSHIP ELIGIBILITY
3. THE REASONS THE r&R
PROGRAMME IS UNIQUELY REWARDING
4. EARNING POINTS AS A TRAVEL ARRANGER AND
TRAVEL CONSULTANT
5. EARNING r&R
POINTS (VALIDITY AND EXEMPTIONS)
6. REDEEMING r&R
POINTS FOR r&R
AWARDS
7. PROCESSING TIMES FOR r&R
POINTS
8. CLAIMING r&R
POINTS RETROACTIVELY
9. LOST OR STOLEN CARDS
10. CARD EXPIRY/POINT EXPIRY/MEMBERSHIP CANCELLATION
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Who is The Group?
The Group is Jumeirah Carlton Tower and Jumeirah Lowndes Hotel.
Where are Jumeirah Carlton Tower and Jumeirah Lowndes Hotel located?
Both are located in the heart of London, in stylish Knightsbridge.
What are r&R
Points?
r&R
Points are the currency of our Rewards and
Recognition Programme. As an r&R
Member, you earn r&R
Points when you spend with us. These can be
redeemed against r&R
Awards.
What are r&R
Awards?
In the r&R
Programme, we recognise and reward your loyalty
with an extensive array of Awards, which can
be redeemed against accumulated r&R
Points. We have a host of tempting Awards,
from room upgrades to treatments at our health
and spa clubs to offers with our Partners,
such as retail vouchers.
What does Redemption of r&R
Awards mean?
Redemption is when you exchange accumulated
r&R
Points for r&R
Awards.
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How can I join the r&R
Programme?
Membership of the r&R
Programme is by invitation of a representative
of The Group only.
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Unlike most other company loyalty
schemes, the r&R
Programme awards you r&R
Points based on expenditure, not merely on
room stays. This means that you have more
opportunity to accrue r&R
Points and r&R
Awards.
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If I am a Travel Arranger, who
makes direct bookings, how do I earn r&R
Points?
If you are a Travel Arranger who makes direct
hotel booking on behalf of colleagues within
your organisation, you will automatically
receive two r&R
Points for every $30USD spend.
If I am a Travel Arranger, who
makes bookings via a Travel Consultant, how do I earn r&R
Points?
If you are a Travel Arranger, who makes bookings
on behalf of colleagues using a Travel Consultant,
simply advise the Travel Consultant of your
Membership Number each time you book. Once
your Company Account has been settled for
your booking, both you and the Travel Consultant
will receive one r&R
Point each for every US$30USD paid.
If I am a Travel Consultant, who
makes bookings for a company, how do I earn r&R
Points?
As a Travel Consultant Member, you earn r&R
Points for every eligible room (charged to
the room), conference or banqueting booking
that you make on behalf of an r&R
Company Member.
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How do I earn
r&R
Points?
As an r&R
Member, you earn r&R
Points every time you make a room, conference
or banqueting booking. You also earn r&R
Points on restaurant expenditure charged to
the hotel room.
Can r&R
Points be awarded on all room stays?
You can earn r&R
Points on most room stays, with a few exceptions.
All rooms that are defined as “publicly available”
by Travel Consultants, this website and the
hotels, earn r&R
Points. However, special discount rates (such
as airline crew rates, travel industry employee
rates, individual/wholesale/tour operator
package, groups and rates of The Group employee)
do not qualify for r&R
Points. In addition, barter, complimentary
and Award stays do not earn r&R
Points.
Why did I not earn r&R
Points on certain transactiions?
Service charges, tax paid, VAT, telephone
bills, miscellaneous items, visit visas and
paid out charges do not earn r&R
Points. Food and beverage charges settled
in the restaurant will not earn r&R
Points.
Do I earn r&R
Points on the VAT paid?
No, r&R
Points are awarded based on the price paid
before VAT is added.
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Who can claim
r&R
Awards?
If you are a Travel Consultant, who is a member
of the r&R
Programme, you can claim r&R
Awards. If you are the r&R
Programme Travel Arranger, who has been nominated
by the company at time of enrolment, you can
also redeem r&R
Points against r&R
Awards.
How do I exchange my r&R
Points for r&R
Awards?
You can claim your r&R
Awards either via this website or by email
or through your Sales Manager. You need to
notify us two weeks before redeeming an Award.
I am claiming
retail items or Experience Vouchers
for my Award. How long will it take
for me to receive them?
Retail items and Experience Vouchers taken as an Award may take up to 28 days
for processing and delivery.
Will my Award
Voucher expire?
You can use your Award within six months of
the date of issue, after which the Award (and
the r&R
Points used to redeem it) will expire. Experience
Vouchers are valid for 12 months after the
date of issue
If I have already
made a reservation for a confirmed rate,
can I pay for it with an Award, rather
than with cash?
No. Once you have made a reservation for a
confirmed rate, you cannot change this to
an Award. Please note also that the r&R
Awards have no cash equivalent.
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When can I start earning r&R
Points?
You can start earning r&R
Points as soon as you have received your Membership
confirmation details.
How long will it take for r&R
Points to be credited to my Account?
It may take up to seven days for your r&R
Points to reach your Account.
When making a reservation, how do I
ensure I earn my r&R
Points?
To ensure r&R
Points are earned for qualifying spend, you
need to quote your Membership Number when
making a reservation or booking an event.
If you do not give your Membership Number
when making a booking, r&R
Points may not be credited to your Account.
Membership Numbers will only be accepted at
time of reservation.
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I have forgotten
to claim r&R
Points. Can I still claim them?
If you have forgotten to claim r&R
Points, it is possible to add them afterwards.
You must, however, make your claim within
six months of the original transaction date.
Room stays may be claimed via this website.
For other claims, you need to send written
details of the claim to your Sales Manager,
together with the copy of the bill for which
the correct number of r&R
Points has not been added. Unfortunately,
if you do not have the relevant documentation,
we may be unable to credit you with retroactive
r&R
Points.
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What do I do if my r&R
Card has been lost or stolen?
If your r&R
Card has been lost or stolen, make sure you
inform your Sales Manager within 24 hours.
We will then replace your card.
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When does my
r&R
Card expire?
The r&R
Card does have an expiry date. Your card should
continue indefinitely (unless it is deliberately
terminated by either yourself or The Group
or The Group decides to cancel the Programme).
If The Group does terminate the Programme,
you will still have six months to redeem accumulated
r&R
Points. After this time, you will no longer
be able to redeem r&R
Points or claim r&R
Awards.
How long are
r&R
Points valid?
r&R
Points are valid for 24 months from the date
of transaction settlement. Expired r&R
Points will be cancelled automatically.
How do we cancel
our Membership?
Members may terminate Membership by giving The Group written notice, which must
be on company letterhead and signed by the authorised signatory. Your
Membership will terminate immediately upon receipt by The Group of such notice.
How do I find out my r&R
Points balance
Members can check their r&R
points balance online at anytime.
Do I get special offers as an r&R
member?
Yes, members are entitled to a range of special offers throughout the year.
Where can I find out about special
offers as an
r&R
member?
Members can refer to the website for current offers.
If I leave the company, can I transfer
my membership?
No, membership from one company to another cannot be transferred.
r&R
Points will remain the property of the participating
company and will be transferable. Should you
leave your existing company, your r&R
Membership will expire.
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