Frequently Asked Questions

Members can sign up online via https://rewards.ayana.com/register

Currently, AYANA Rewards members do not receive physical or digital membership cards. However, you can access your account by logging in as a member through https://rewards.ayana.com/.

All AYANA Rewards members can enjoy the benefits outlined in the "Member Benefits" section of the AYANA Rewards Portal depending on the membership tier. However, please note that certain benefits may be subject to specific terms and conditions.

AYANA Rewards memberships are awarded on an individual basis. Joint accounts for partners or multiple accounts for a single person are not permitted.

Currently, transferring points to another person is not available.

If members do not maintain active status within 24 months from the last activity, the account will be deactivated and all points earned will be forfeited.

Members can maintain active status through website login activity, completing a qualifying stay, making a qualifying spend, or redeeming AYANA Rewards points.

Members are required to retain Level Points or Eligible Nights accumulated until December 31st of the following calendar year since the last upgrade, downgrade, or retention. If the minimum points or nights are not met, the membership level will be downgraded.

You can earn points on your hotel stays by booking a room at Eligible Rates & Channels. Additionally, any incidental charges eligible for points earned and settled to your room will also earn points.

Points are credited at a rate of 1 point for every IDR 10,000 spent at participating brands, except for Delonix Hotel Karawang, Delonix Residences Karawang, The Plaza Residence, AYANA Residences, and Riverside Golf Club, where points are earned at a rate of 1 point for every IDR 15,000 spent. Taxes, service charges, and gratuity are excluded.

Yes. Simply inform our staff during bill settlement that you would like to earn points on your AYANA Rewards account.

Yes. Inform our staff during bill settlement, and they will assist you in earning points on your AYANA Rewards account.

You cannot earn points on non-eligible room rates. However, you may still earn points from eligible incidental charges (dining, spa, etc.) incurred during your stay, provided they are settled to your room.

To earn points, you must physically stay at the hotel. If you are only the booker and not a guest, you are not eligible to earn points.

Points will be credited to your membership account within 7 working days from your checkout date.

If you booked with the same email address as your AYANA Rewards account, the reservation will be linked within 72 hours. Points will be credited within 7 working days from your checkout date.

You can claim points for past stays within 60 days from the checkout date. Claims made outside of this timeframe cannot be processed.

You can earn points for up to 5 rooms booked for the same stay period, provided:

• The rooms are reserved in your name.
• You are physically staying at the hotel.

The following rates do not qualify for points:

• Third-party online or offline travel agency rates
• Group rates for events, meetings, conferences, or weddings
• Complimentary stays
• Free-night awards redeemed through AYANA Rewards vouchers
• Wholesaler, tour operator, airline crew/staff rates, Master Account rates, and commissionable rates
• Other special rates such as family and friends' rates

When booking through our website, you can choose to apply your points toward the room cost. You decide how many points to redeem and pay the remaining balance with another payment method.

The minimum is 500 reward points.

The value may vary by participating brand. You can view the value in local currency during the booking process.

Pay with Points can only be applied at the time of booking through our website, for rates marked "Eligible for AYANA Rewards Points." It cannot be applied retroactively to existing bookings.

The cancellation policy follows the rate you selected. If refundable, the points portion is refunded as points and the cash portion is refunded to your payment method.

Currently, Pay with Points is available for room bookings only.

Yes, you will still earn AYANA Rewards points on your stay.

Yes, but you must notify AYANA Rewards Membership Services before the voucher is used.

Once a voucher has been redeemed, it is non-cancellable and non-refundable.

You may present the "Redemption Acknowledgement" email from our system, or any confirmation email from our membership team.

Yes, all applicable membership benefits remain in effect. However, if you transfer the voucher to a non-member, they will not receive tier benefits.

Depending on the hotel, the voucher may not cover extra-person charges or high/peak season surcharges.

Yes, as long as it aligns with the hotel's cancellation deadline and the rescheduled stay falls before the voucher's expiration date.

The expiration date is the last date you can use the voucher. For room stays, you must check out before this date. For services, you must use the voucher before this date.

Please contact us at rewards@ayana.com. This may occur if you previously unsubscribed from our mailing list.

Reservations and changes may take up to 72 hours to appear in your Upcoming Bookings section.

The member-exclusive room discount is only available when you are signed in as a member at the time of booking. It cannot be applied retroactively.

Direct channels are the official AYANA website (www.ayana.com), the AYANA Rewards website (rewards.ayana.com), and our Hotel Reservation service.

Complimentary 1-tier room upgrades for Gold and Platinum members are subject to availability upon arrival and cannot be guaranteed in advance. Blackout dates may apply.

Upgrades apply within the same room category you booked. This does not include room-to-suite, multi-bedroom, villa, or residence upgrades.

Early check-in and late checkout for Gold and Platinum members are subject to availability upon arrival and cannot be guaranteed in advance.

If your room already includes breakfast, the additional complimentary breakfast benefit does not apply and cannot be transferred.

Complimentary breakfast for Platinum members is exclusively available when booking through direct channels.