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FREQUENTLY ASKED QUESTIONS
PROGRAM INFORMATION
Q: What is Silver Rewards?
A: Silver Rewards is
our frequent guest program that rewards members Complimentary Room Nights using
“Instant Rewards”, Alaska Airline Miles or “Cash Rewards” for every
room dollar you spend at any of our Silver Cloud Inns & Hotels.
Q: Is there a fee to join
Silver Rewards?
A: No, membership is
free. Simply complete the on-line enrollment form or get an enrollment
application at any of our Silver Cloud Inns & Hotels
to join.
ENROLLMENT
Q: Can my spouse and I
share one account?
A: No, each family
member must have his or her own Silver Rewards membership.
Q: My Company pays for my
room; do I still get credit for points?
A: Yes, Members in
most cases still get valuable points regardless of whether your business or
group pays for the room. However, the reservation must be in the member’s name
(not your company’s name) to receive points for you stay.
Q: Why are you asking for my date of birth?
A: Like other customer loyalty programs (Alaska Airlines, etc.), we use your
date of birth for security verification purposes when you choose to change
certain sensitive data on-line such as your name, address, etc. We do not share
this information with any third parties and it is used only for account
verification
EARNING POINTS
Q: Are my previous stays eligible for retroactive
credit?
A: Points may be earned retroactively
for a stay up to 30 days prior to enrolling into the program.
Q: I am paying for a room in addition to my own;
do I get the extra points?
A: Yes, we allow a member to receive
points for his/her guestroom and up to two additional rooms. Additional rooms
must include same dates of stay as the member and the member must make payment
of all rooms.
Q: How long do I have to wait for points to be
posted to my account?
A: Please allow seven (7) business days
for room charges to be posted on your account. Points are accrued only after
check-out.
Q: Can
I transfer my points to another member?
A: No, rewards earned are meant to
reward you personally and are non-transferable.
Q: Why
aren’t the points posted on my Silver Reward account the same as the total
charged to my credit card?
A: Points are posted for the total
amount of room revenue charged on any one stay, exclusive of applicable sales
and room taxes and any incidental charges (such as telephone charges, meals,
etc).
Q: Do I
get points if I book my room through an on-line internet provider (such as
Expedia, Travelocity, etc.)?
A: No. Wholesale rates (including
rooms reserved through 3rd party Internet sites such as Expedia, etc.),
packages, series tours and negotiated contract rates are not eligible for points
COMPLIMENTARY ROOM NIGHTS
USING “INSTANT REWARDS”
Q: What is “Instant Rewards”?
A: “Instant Rewards” is a quick, efficient way for Silver Reward Members to redeem their
valuable Silver Reward points instantaneously at any one of our Inns or Hotels
for a free room night. If you have enough points to qualify for a free room
night, the friendly staff at our front desk can process your reward “on the
spot” for that very night!
Q:
I have enough points for a Complimentary Room Night; can I just show up at an
Inn or Hotel and expect a free room?
A:
Yes, as long as you have made an advance reservation insuring availability at
the specific hotel. With “Instant Rewards”, Members now can “redeem their
points instantaneously” and not have to go through the process of requesting a
Complimentary Night Certificate through our Silver Rewards Department.
Q: Can I use “Instant
Rewards” for a friend or family member?
A:
Yes, you can authorize that your Silver Reward
points be used by a friend or family member by simply completing a “Silver
Reward Point Redemption Authorization Form” and fax it to the designated hotel
for processing.
Q: Are there any restrictions to when I can use
Instant Rewards and can I upgrade from a Standard Room to a Premium Room?
A: Blackout dates and upgrade charges
vary from hotel to hotel. Please contact the individual hotel you are
interesting in staying at for details.
Q: How do I get my
Alaska Miles or Cash
Reward?
A:
Members must make a
Mileage or Cash Reward request directly to the Silver Rewards Department. Silver Cloud Inns &
Hotels do not process Mileage or Cash Reward requests on site. Members
can request reward certificates 4 different ways:
1. Visiting
our Silver Reward website
silverrewards.com; or
2. Mail
requests to: Silver Rewards Department, 103 118th Avenue SE - Suite
300, Bellevue, WA 98005; or
3.
FAX requests to
our Silver Rewards Department at: 425.637.1900; or
4. Call
direct to our Silver Rewards Department at 425.637.9800 ext. 250; M-F 9am – 5pm
PST.
Q: I made a Mileage or Cash Reward
request; how do I get my reward and how long does it take?
A: Rewards are processed every few
days. Depending on the reward and allowing for mailing time, please allow two
weeks from the date of request to receive your reward at your registered mailing
address.
OTHER QUESTIONS
Q: I have changed my mailing address; what do
I do?
A:
Please visit our Silver Reward
website
silverrewards.com to manage your account or to make other inquiries.
Q: Do my points expire?
A: Your points will not expire as long
as you have at least one overnight stay with us in any 24-month period. If a
period of 24 months goes by in which you have not stayed with us at least once
during that time, then your account will be canceled due to inactivity. Points
accrued in accounts cancelled for inactivity (or for any other reason) are
forfeited.
Q: I am a Silver Reward
member and didn’t get credit for a recent stay; what do I do?
A: Make an inquiry
on-line Silver Reward website
silverrewards.com including check out date and location of stay along with
your hotel folio (bill) number. Please doe not make an inquiry until at least
seven (7) days have pasted since your check out date. To help minimize account
errors and to assure you receive proper points credit for you stays with us,
please present your Silver Reward Number upon check-in.
Q: How
do I get credit for other Airline frequent flyer programs (American, Northwest,
etc.)?
A: Alaska Airline partners with many
other airlines. Please visit
www.alaskaair.com for details.
Contact
Silver Rewards Department
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