Frequently Asked Questions (FAQs)

Do you have any questions about the Centara – The 1 Card programme? We can answer most of your queries here.

Q: What is Centara – The 1 Card?
A: Centara – The 1 Card is Centaras' new frequent guest loyalty program which also allows Central Department Store's "The 1 Card" members to redeem their existing points for complimentary room nights or stays at all participating Centara Hotels & Resorts properties in Thailand and overseas.

Q: If I am already a Central "The 1 Card" member, do I need to enrol with Centara – The 1 Card?
A: Yes, even as an existing "The 1 Card" member you must enrol with Centara – The 1 Card to start earning membership points.
You can signup online or at any Central Department Store or participating Centara Hotels & Resorts property.

Q: How many points will I receive when I spend at Centara Hotels & Resorts?
A: You will receive (after stay) at a rate of 5 points for every 30 Thai baht (or 1 US dollar) you spend at participating Centara Hotels & Resorts properties in Thailand and overseas. You can also earn 5 points for every 30 Thai Baht for other hotel services such as food and beverages, spa and laundry (laundry cannot earn points when not staying with us).
To make sure you earn membership points, make sure you always show your membership card when you check in (when staying) or at time of consuming F&B and/or spa (when not staying with us).

Q: How many points will I earn as C1C Member when I spend at Central Retail Corporation.
A: All Centara 1 Card members always earn at the rate of 1 point for every 25 Baht purchase at Central Department Store, Zen Department Store, Robinson Department Store, SuperSports, B2S and HomeWorks and 1 point for every 50 Baht purchase at Power Buy and Office Depot.
Full details of earnings can be found on The 1 Card website.

Q: How do I earn Double Points?
A: Booking via the Centara Hotels & Resorts website via a Corporate or Public Rate you will earn Double points or 10 points for every 30 Thai Baht or 1 USD. Make sure you show your membership card at Checkin (when staying). Members always earn 5 points for food and beverage, spa laundry (laundry is only  applicable when staying with us). (5 points for every 30 Thai baht/1USD) .

Q: How do I make a Redemption Booking?
A: The only way to book a complimentary room night or stay using points is going to centara1card.com. Complimentary room nights cannot be redeemed by going to the Centara Hotel & Resort's Front Desk or any other way.

Q: How many points do I need to redeem a complimentary room night?
A: The point redemption rates are dynamic and changes as the room rate varies. Please check online at centara1card.com.

Q: How can I earn Points?
A: You will only earn points for bookings made online via centarahotelsresorts.com direct, as well as Corporate and Public rates all earn at 10 points for every 30 Thai baht (but not for airline crew). Tour groups which if booked directly with Centara Hotels & Resorts will earn at 5 points per 30 Thai baht or 1 US dollar). For wholesale, tour series, and DMC/local travel agents, points will be earned if the guest pays Centara Hotels & Resorts direct only, when the earning rate will be at 5 points per 30 Thai baht or 1 US dollar.

Extra services such as hotel restaurant, bar, room service, spa and laundry charges also earn points. Make sure they are charged to your final room bill. If settled directly (and you do not show your membership card), members will not earn points. Laundry cannot earn points when you are not staying at a Centara Hotel & Resort

Q: If I don't have an email address can I still be a member?
A: It is important to provide us with an email address so we can send you special 'member only' offers. Please ensure you provide an email address when you checkin. Please also ensure you keep your personal information updated online. If you do not provide your email address you may not earn membership points with The 1 Card.

Any other services not detailed here do not earn membership points.

Q: Does MICE, Bookers, Banquets, Weddings, Events  & Groups earn points?
A: MICE, Bookers, Banquets, Weddings, Events & Groups are all excluded from Centara – The 1 Card program and cannot earn membership points, but maybe added at a later date.

Q: Do my Centara – The 1 Card points expire?
A: Centara – The 1 Card points are valid for two (2) years from date of earning. You can transfer points to or from "The 1 Card" once, however, any transferred points will be valid for 12 months from the date of transfer.

Q: How can I log on to the Centara – The 1 Card website to update my profile or check my points?
A: You will need your email address and password to log on to the Centara – The 1 Card website located at centara1card.com to update your profile or check your points. If you do not know your password you can request a new password on the Centara – The 1 Card website to be sent to your email address. If you experience any problems signing in to the Centara – The 1 Card website, please email Member Services with your membership number and details of the issue and we will contact you as soon as possible.

Q: What do I do if I have Missing Points?
A: While the crediting of points should be automatic, make sure you keep a copy of your final invoice for all transactions at hotels so that you can check. Missing points for hotels are usually credited within 24 hours but partners may take longer. You can claim missing points by emailing Member Services within 30 days after checkout. After 30 days, points cannot be claimed. For all missing point claims, make sure email a copy of their valid passport (international member) or Thai identification card (for Thai nationals) with any missing point claims.

Q: Can I purchase a gift voucher?
A: Yes, members can purchase gift vouchers to give to family and friends with Centara – The 1 Card by going to centara1card.com click on redemption and redeem a product. You will see options to purchase gift vouchers up to 6,000 Thai Baht.

Vouchers cannot be replaced if lost and cannot be cancelled after purchase and must be presented to Front Office at a Centara Hotel & Resort whether you are staying (or not staying and only dining or using spa). If you are not staying with us, Front Office will present you with a voucher to use in Centara Hotels & Resorts. The voucher has one time use and must be fully used. Any unused portion will be forfeited and cannot be used at a later date. Gift vouchers cannot be exchanged for cash. Gift vouchers can be transferred to another person (like a blank cheque) but once a voucher has been credited to a guest's folio, it cannot be transferred to another. If not fully used, part portions cannot be transferred to another person's folio.

Members can purchase as many vouchers as they wish.

Q: Can I purchase Centara points?
A: Yes you can purchase points online. Go to My Centara 1 Card, click on purchase points and fill out the manual form and email along with your passport of Thai identification to memberservices@centara1card.com .

You can purchase points in 1,000 increments: for US$13.50 (405 Thai baht) for every 1,000 points

There is a limit of up to 50,000 points per calendar year that can be purchased by members

Purchased membership points are not used to determine Membership Tier levels. Member tier levels are reached only by earning points in Centara Hotels & Resorts.

Q: What are the status levels?
A: Centara – The 1 Card has four levels: Classic, Silver, Gold and Platinum Elite. The following are the official guidelines. Membership points per year can be viewed online at centara1card.com.

Classic
You immediately become a Centara – The 1 Card Classic member after joining the programme, you will be emailed your membership details.
Benefits: bonus points at hotels, free welcome drink, complimentary internet access at all Centara properties, and exclusive offers and promotions.

Silver
You will become a Silver member after staying 15 nights in a membership year or earning 7,500 Centara – The 1 Card points over a period of 12 month membership year.
Benefits: 10% bonus points at hotels, welcome drink, fresh fruit, complimentary internet access during stay, access to exclusive offers and promotions, pre-registration for easy check-in, exclusive check-in and priority waitlist for room reservations, personal choice including pillow selection.

Gold
You will become a Gold member after staying 30 nights in a membership year or earning 30,000 Centara – The 1 Card points over a period of 12 month membership year.
Benefits: 25% bonus points at hotels, welcome drink, fresh fruit, and daily newspaper. Complimentary internet access during stay, access to exclusive offers and promotions, pre-registration for easy check-in, exclusive check-in and priority waitlist for room reservations, personal choice including pillow selection, guaranteed late checkout until 1400hrs, a choice of three items from our welcome amenities portfolio.

Platinum Elite
You will become a Platinum Elite member after staying 50+ nights in a membership year or earning 75,000 Centara – The 1 Card points over a period of 12 month membership year.
Benefits: 50% bonus points at hotels, welcome drink, fresh fruit, and daily newspaper. Complimentary internet access during stay, access to exclusive offers and promotions, pre-registration for easy check-in, exclusive check-in and priority waitlist for room reservations, personal choice including pillow selection, a choice of three items from our welcome amenities portfolio, one complimentary suit pressing or one item of laundry, best available room upgrade or Club access, guaranteed room availability, extra hours guaranteed check-in by 0900 and checkout by 1500hrs.

	Classic	Silver	Gold	Platinum Elite
Qualifying Nights	1-14	15-29	30-49	50+
Qualifying Points	0	7,500	30,000	75,000
Earn Redeem Partner Points
Centara Welcome
- Welcome Drink
- Fresh Fruits
- Daily Newspaper
Free Internet Access
Access to Exclusive Offers & Promotions
Pre-Registration for Easy Check-in
Bonus Earning on Every Stay*		10%	25%	50%
Exclusive Check-in
Priority Waitlist for Room Reservations
Personal Choice inc. Pillow Selection†
Late Check-out until 1400hrs
A VIP Treatment
One Complimentary Suit, Pressing or Item of Laundry
Best Available Room Upgrade or Club Access††
Guaranteed Room Availability**
Extra Hours Guaranteed-Check in by 0900 Check-out by 1500hrs

^†There is only a pillow selection for the Grand, Centara & Boutique collection (not Centra)

††Room upgrade - one room category only and upon availability. Club access can be offered only if available at the property

^*All Bonus Points earned are based on rooms only and not points earned for any hotel services

^**Guaranteed room availability requires a minimum of 72hrs advance notice
 

Q: How do I obtain a replacement card if my membership card is lost or stolen?
A: Email Member Services. Your replacement card will take approximately 2-3 weeks to arrive. A replacement fee may be charged. In the meantime you can quote your membership number for any bookings with valid photo ID (Thailand driver license or ID card, passport for non-Thais).

Q: How many rooms can I redeem as a member?
A: You can redeem as many room nights as long as you have enough points available. However, reservations are for personal use only and not available for extraordinary demand, such as special events. Guaranteed room availability is not valid on reward stays and is subject to prevailing rates.

Q: Can I accumulate Centara – The 1 Card points when dining and on spa services when I am not staying at a Centara Hotels & Resorts property?
A: Yes, points can be awarded when not staying at a Centara Hotels & Resorts property. When dining at any restaurant at a Centara Hotels & Resorts property, simply present your Centara – The 1 Card membership card when requesting the bill. If you do not present your membership card you cannot accrue membership points. You will earn 5 points for every 30 Thai Baht you spend when consuming food, beverages, spa and laundry, however you cannot earn points for laundry when not staying with us. (excluding Taxes, Service Charges and Gratuities.

Any other services not detailed do not earn membership points.

Q: Can Centara – The 1 Card points be transferred to another member's account?
A: No. Centara – The 1 Card points are strictly non-transferrable but Centara – The 1 Card members can purchase points and gift vouchers that can be obtained using your points and can be given to family or friends to use towards payment when they stay at any Centara Hotels & Resorts property.

Q: Can I transfer my points to The 1 Card?
A: Yes, login to your Centara – The 1 Card account to transfer points to "The 1 Card".

Q: I recently joined Centara – The 1 Card. When will I receive my membership card?
A: If you join online your membership details will be automatically emailed to you. If your email does not arrive, please contact Member Services. If you are an existing "The 1 Card" member you will be able to continue to use your "The 1 Card" as your Centara – The 1 Card Classic Membership Card is fully integrated (until you attain Silver status), and once you reach Silver status your new Centara – The 1 Card will be mailed to you.

If you are not an existing The 1 Card member you will receive your Classic Membership via email. A full membership card when you reach Silver status after staying 15 room nights or 7,500 Points.

Q: How long is my membership valid for?
A: The Centara – The 1 Card is valid for life. However, Centara – The 1 Card points have a 2-year (24-month) validity. If you transfer your points they are valid for 12 months from date of transfer and can only be transferred once.

Q: How do I redeem my Centara – The 1 Card points?
A: You can redeem rooms via the Centara – The 1 Card website.

Q: Can I use my Centara – The 1 Card outside Thailand?
A: The Centara – The 1 Card is valid at all participating Centara Hotels & Resorts properties or Central Department store internationally (refer to centara1card.com). Please present your card at check-in or shopping to earn membership points when you are staying with us, or when you consume food and beverages and/or spa when not staying.

Q: Can I share my card with a spouse or family member?
A: No. Membership is strictly personal and non-transferable. You may apply for an additional membership card online. You can also transfer and purchase points, please refer to our full terms and conditions for full details.

Q: How do I know which hotels are participating in the programme?
A: For a list of participating hotels go to centara1card.com.

You can also refer to the terms & conditions of membership

Q: If I have any additional questions who can I contact?
A: Email Member Services or at any Centara Hotel & Resort.

Q: If I stay with a friend or partner, can we both receive points or upgrade in Tier Status (if we stay in one room)?
A:  No, only one card holder can receive points or nights rewards for a single booking

Q: If I book more than one room (and pay) can I receive points for the other rooms I am not staying in ? 
A: No, as a member you can only earn points for the room you stay in, exception would only be when you book a room for family and occupy more than one room.