FAQs

What is The Concierge Club?

The Concierge Club is Hotel Collection’s loyalty program. You will earn points on qualifying purchases and other interactions with us. You can use them to redeem for money off at checkout and rewards. The more points you have, the higher your loyalty tier and the more benefits you will earn!

How do I join The Concierge Club?

 You can sign up by creating an account.

How do I earn points?

We've listed all your points-earning possibilities here. 

How do the Loyalty Tiers work?

Our Concierge Club has three Loyalty Tiers: V.I.P, Platinum, and Black Card that are based on your annual spend on HotelCollection.com. Our V.I.P tier is free to join by creating  an account. Once you create your account, you will receive a welcome email and begin earning 5 points for every $1 spent. Once you’ve spent $500 in a 365-day period, you will automatically be upgraded to the Platinum Tier and begin earning 7 points for every $1 spent. Once you’ve spent $1,000 in a 365-day period, you will automatically be upgraded to the Black Card Tier and begin earning 10 points for every $1 spent. In order to remain in your tier, you must maintain that level of annual spend. 

How can I view my current Concierge Club status?

Your point balance and current tier level can be viewed in your Concierge Club Account Portal.

What can my points be redeemed for?

Points can be redeemed for Rewards in your account portal or at checkout for money off (100 points = $1 off your purchase). Please note: Free Shipping Reward has a max shipping rate of $20 and is currently eligible for U.S customers only. 

How do I redeem a reward?

To redeem a reward, simply login to your account and select the reward you would like to redeem. Some rewards are exclusive based on your tier status. The products you can redeem points for are shown on the Club Rewards page and at checkout.

What do ‘pending’ points mean?

Points will show as ‘pending’ on your account for a few reasons. If an order is canceled or altered, like removing or including a product, your points will show as ‘pending’ until your new order status is processed. For an altered order, the amount of points you received on that order will be adjusted in Account History to reflect your new order status. Canceled orders will transition from ‘pending’ to ‘canceled’ once fully processed.

What do ‘canceled’ points mean?

‘Canceled’ points are those that were removed from your balance. If you ever choose to return a product, cancel an order, unsubscribe from email and/or SMS notifications, or cancel your Concierge Club membership, your earned points associated with that action will be deducted from your account. 

Does my tier membership expire?

Your tier membership begins when you start shopping with us! Your tier status is based on your total spending activity within 365 days of entering the tier. In this context, if you begin as a V.I.P member and reach the spending minimum to get upgraded to Platinum, the date of that purchase becomes your new Tier Status Expiration Date. Afterward, you must maintain the requirements needed for your new tier status or will be downgraded after 365 days to the status associated with your spending activity. We will remind you one month before your tier membership is about to expire. 

Do my points expire?

Your points expire 365 days after your last purchase. You must make at least one purchase in this time frame in order for your points to remain active.

How can I get early access to sales & new products?

As a member of The Concierge Club you’ll be notified through email and SMS with early access to product releases and sales.

Is there a limit to how many points I can earn?

No, there is no limit. However, you may only redeem one reward per purchase. 

I’m having trouble accessing my account/viewing my points.

For questions or support, please contact us.