Coast Rewards Terms & Conditions
The following information forms the basis of participation in the Coast Rewards™ membership Program (“Program”). These terms and conditions (“Terms and Conditions”) are intended to protect the members of Coast Rewards (“Members”), and Coast Hotels Ltd. (“Coast Hotels” or “we”). Participation in this program will be governed by these Terms and Conditions. By enrolling in the Coast Rewards Program, the Member agrees:
- that you have fully read, understands and accepts these Terms and Conditions.
These Terms and Conditions supersede all previous Terms and Conditions applicable to the Program. Except as otherwise expressly prohibited or limited by applicable laws, Coast Hotels may at any time amend, modify or supplement these Terms and Conditions, the structure for earning awards and award levels at, with our without notice even if such changes affect the value of points, or the ability to obtain certain awards. Members are responsible for remaining knowledgeable of the Terms and Conditions and any Terms and Conditions changes. Your continued participation in the Program will constitute your acceptance of any such Terms and Conditions changes. All interpretations of the Program Terms and Conditions shall be at the sole discretion of Coast Hotels.
The Coast Rewards Program membership and its benefits are administered by Coast Hotels Ltd. located at 700 – 535 Thurlow Street, Vancouver, British Columbia V6E 3L2. The Program gives Members the opportunity to earn and redeem Coast Rewards points (“Points”) as outlined in this document at participating owned, managed and franchised hotels operating under the Coast Hotels brand, and are bookable through the coasthotels.com website (“Participating Hotel”). Participating hotels within the Coast Hotels portfolio are subject to change at any time, without notice. Please consult our hotels listing on coasthotels.com to determine participation. Coast Hotels reserves the right to suspend or discontinue Coast Rewards membership for any Member who appears to be using the program in a manner inconsistent with the Terms and Conditions or intent of the Program or portion of the Program. Coast Hotels also reserves the right to discontinue membership for any Member who Coast Hotels believes has:
- Acted in a manner inconsistent with applicable local or federal laws or regulations;
- Breached or violated any of these Program Terms and Conditions;
- Engaged in fraudulent or dishonest behavior, theft, misconduct in connection with the account;
- Engaged in any abusive, disruptive, inappropriate offensive or hostile conduct, whether physical, verbal or written in nature towards any Participating Hotel or their guests, or any Coast Hotel Ambassador.
Discontinued membership may result in the loss of all accumulated Points and the cancellation of any issued Coast Rewards vouchers, benefits and privileges associated with the Program and its tier levels.
Individuals who are not yet Members may enroll in the Program as a new Member online at coasthotels.com, by requesting enrolment through our central reservations phone line or at any Participating Hotel front desk. You must be the age of majority in the state/province/territory of residence to be a Member of the Program. Only individuals are eligible for Coast Rewards membership. Each individual may maintain only one membership account. All Coast Rewards member accounts are individual accounts and no joint accounts are permitted. Coast Rewards Program benefits are non-transferable unless expressly stated otherwise. After applying to the Program, a membership account will be opened, and a membership number will be assigned to each applicant. Upon receiving this membership number, an individual becomes a Member eligible to earn points or any other currency issued by Coast Rewards point earning partners. Further details outlined in section marked “Partners”. Points will only be issued for stays completed after the Members’ enrolment date. Points will not be retroactively applied for any stays completed prior to enrolment in the Program. Information provided by a Member will be maintained in a personal membership profile with the membership account. All information provided by a Member in his/her personal profile must be valid and accurate. It is the Members’ responsibility that this information be kept current through the Members account on coasthotels.com.
Partners & Partner Currencies
Coast Hotels partners with other membership programs (“Partners”). Our partners are Aeroplan, Alaska Airlines Mileage, HawaiianMiles, More Rewards and APA Members. For points/miles amounts earned with our Partners, please visit coasthotels.com.
Though memberships are initially set up to earn Coast Rewards points, a Member may select to earn points with one of Coast Hotels partners. A Member may not earn more than one currency of points/miles for the same stay. A Member may switch their earning preference at any time by updating their Member account at coasthotels.com or by requesting an update through a Coast Hotels Ambassador at a Participating Hotel, or by calling in to our Member Services line at 1.800.549.9099.
Points earned in connection with Earning Partners are subject to the Partners loyalty program rules along with any applicable terms and conditions of the Partner.
Coast Rewards Tier Levels
Coast Rewards offers three different levels of membership status (“Tier Level”) (Silver, Gold and Platinum). Members are enrolled at the Silver Tier Level. In order to achieve Gold or Platinum status the Member must accumulate the required number of nights in one anniversary year. An Anniversary year is defined as a full calendar year starting on the Member’s enrolment date and through the 365 days following. In order for a Member to maintain an achieved Tier Level, they must continue to earn the required amount of nights each year. For nightly qualifications and re-qualification of the Tier Levels, see the chart below:
|Tier Level||Nights Qualification||Requalification|
|Silver Tier Level||Enrolment||1 night per Anniversary Year|
|Gold Tier Level||15 nights||15 nights per Anniversary Year|
|Platinum Tier Level||41 nights||41 nights per Anniversary Year|
Once a Member achieves Gold or Platinum Status, the Member will maintain that status until the end of their anniversary year, plus one anniversary year after. For example, if a Member enrols on June 15th, 2019 and stays 15 nights by December 1st, 2019, the Member will gain Gold status until the end of that anniversary year (June 15th, 2020) and for one more full year until June 15th, 2021. The Member must continue to meet the re-qualification thresholds indicated in the chart above to maintain that Tier Level for the following years. Each higher Tier Level earns points at a slightly faster rate as described in the section titled “Earning Points” and permits access to more Member benefits. The benefits associated to each Tier Level Can be found on coasthotels.com.
Coast Rewards points, or any currency issued by Coast Hotels Partners can be earned for hotel stays only at Participating Hotels. If a hotel ceases to be a Participating Hotel, all stays subsequent to such date will not be eligible to earn Points/Partner currency regardless of when the reservation was made. To earn Points and nights credit towards Tier Status, a Member must be a registered, paying and staying guest at a Participating Hotel. The member must have booked directly through a Coast Hotels branded booking channel (coasthotels.com, Central Reservations or the Member Services phone line or directly through a Participating Hotel). Members may also receive credit by booking through an accredited retail Travel Agent professional. Stays booked through online travel agencies (“OTAs”) such as booking.com, expedia.com, Travelocity.com are not eligible to receive points or nightly credit; no exceptions will be made. A Member may earn points for their own room only. Points will be earned for all eligible folio charges incurred on the Member’s room. Eligible charges include: qualifying rates for stays, food and beverage charges and other incidental charges charged to the Member’s room during the Member’s stay. Dining room charges and other charges not billed to a Member’s room during a stay are not eligible for credit. Some Participating Hotels may omit, for purposes of point accrual, incidental charges by non-affiliated hotel entities which are not owned and or operated by the hotel including but not limited to, food and beverage outlets, gift shop and spa outlets. Points will be awarded based on dollar spend as follows:
- One Point for every pre-tax dollar that is incurred and paid for by Silver Tier level Members on qualifying charges will be awarded to the Member’s account one day after checkout.
- One and one quarter Points for every pre-tax dollar that is incurred and paid for by Gold Tier Level Members on qualifying charges will be awarded to the Member’s account one day after checkout.
- One and one half Points for every pre-tax dollar that is incurred and paid for by Platinum Tier Level Members on qualifying charges will be awarded to the Member’s account one day after checkout.
Points are based on total eligible dollar spend regardless of whether the spent amount is in Canadian or U.S. dollars. A Member whose individual hotel bill is billed directly to a company, and the Member is responsible for authorization for settlement at check-out, is eligible for Points. However, group master-billing arrangements, where charges for multiple rooms are placed on one hotel bill and billed to a company or common address or settled at check-out by one individual, are not eligible for Points. Incidental charges (those charged to a Member’s room) paid for directly by the Member at check-out are eligible for Points credit. Incidental charges billed to a master bill are not eligible for Points credit. If a Member believes he or she did not receive Points or the correct amount of points for a hotel stay, the Member must submit a written request for such credits by emailing Coast Rewards Member Services at email@example.com. Failure to supply the adequate and unaltered documentation may result in denial of the Points credit. For the Member’s protection, all hotel travel documentation should be retained by the Member until the Points credit appears in his or her Coast Rewards account. Requests must be received within six months from the check-out date.
A Member may purchase Points at the rate of $10 CAD for 100 Points to a maximum of 500 Points per transaction. In order to purchase Points a member should call our member services line and request a Point Purchase. The member will then fill out a Points Purchase Authorization Form and submit it to member services. A Member Services ambassador will process the form, charge the Member’s credit card for payment and issue the Points within a 24-hour period of receiving the authorization form.
A Member may choose to authorize the use of their Points as payment for a non-member stay. The member will initiate the use of those Points by contacting Member Services and notifying them their intent to redeem Points for the non-member. The Member will need to fill out a Friends and Family Points Authorization Form and submit it to Member Services prior to the check-in date. Once received, a Coast Hotels ambassador will redeem the points from the Member’s account after check-in. If the form is not filled out and submitted prior to check-in date, Coast Hotels will not have received authorization to redeem the Points on the Member’s behalf and the non-member’s rate will be updated to the best available rate. The rate assigned will need to be paid for in dollar value by the non-member. In case of the death of a Member, Points in the Member’s account may be transferred to another active member upon Coast Hotels receipt and approval of certain requested documentation and information. To be eligible, transfer must be requested, and all required documents and information provided within one year from the date of the Member’s death. Any transfer remains within the sole discretion of Coast Hotels. Any decision made by Coast Hotels in response to a request for transfer is final and not subject to further review or dispute. Tier Level status cannot be transferred to another Member.
A Member may redeem Points to obtain certain awards and benefits including room nights (“Rewards Stay Reservation”) at Participating Hotels, gift cards and travel packages. A full listing of current Rewards Redemption items can be found on coasthotels.com. A Member may choose to redeem for any of the items listed on coasthotels.com by logging into their account and redeeming Points immediately from their account for any of the listed items. One-Night Hotel Stay Vouchers or Upgrade Vouchers redeemed online may be gifted to a non-member with permission from the Member. Stay Vouchers and Upgrade vouchers are only valid for one year after redemption date and are expired and no longer useable past that date. Expiration dates cannot be extended. Once Issued, Rewards Vouchers cannot be reissued if lost, stolen or otherwise destroyed. Coast Hotels is not responsible for lost, stolen or destroyed Rewards Vouchers. A Member may also choose redeem Points at a Participating Hotel by informing the Member Services Ambassador or Front Desk ambassador of their intent to redeem Points as payment for a night or portion of that stay prior to or at check-in. In these cases, Points will be redeemed from the Member’s account on or after the check-in date for that stay. All Reward Stay Reservations must be guaranteed with a credit card. Some hotels may require a deposit in lieu of a credit card guarantee. Deposits cannot be waived for Reward Stay Reservations. If a Rewards Stay Reservation is not cancelled by the required hotel cancellation deadline and the guest is a “no show”, the Coast Rewards Member account will still have the required amount points deducted from their account as a “no show” penalty. Reward Stay Reservations, whether a Rewards Voucher is used, or Points are to be redeemed upon check-in (“Real-Time Redemption”), do not cover extra room charges or incidentals including but not limited to Room Service, Parking Fees or Pet Fees. Resort Fees and taxes are not covered by a Reward Stay Reservations. Reward Stay Reservations are not eligible for points or nights accrual. Points redemptions are final, Points which have been redeemed from the Members account for a Reward will not be re-deposited into the Members account.
Members must remain active in the Program to retain Points and nights accumulated. If a Member account is inactive for twenty-four consecutive months, that Member account will forfeit all accumulated Points. Members can remain active in the Program by performing an earning or redeeming action (“Member Activity”) at least once every twenty-four months. Once Points are forfeited, the Points cannot be reinstated. A Member can reactivate and begin earning new Points upon completion of their next eligible stay. Member Activity can be further defined as each time a Member earns Points on an eligible stay or redeems Points on property or through the redemption catalogue on coasthotels.com. Members are given 90 days’ notice of deactivation via email starting at twenty-one months of inactivity, again at twenty-two months of inactivity and a third notice is given at twenty-three months of inactivity. If no action is taken to complete Member Activity before the Member’s deactivation date, then the Member’s account will become inactive and Points will be forfeited. Each Member is responsible for remaining knowledgeable as to the Program Terms and Conditions and as to the number of Points in his or her account. Coast Hotels may attempt to but is not required to send correspondence to active Members to advise them of matters of interest, including notification of Point forfeiture or Program changes. Each Member is responsible for advising Coast Hotels of any changes to his or her contact information. Coast Hotels will not be liable for any failure to do so and will not be responsible for incorrect or inaccurate transcription of Member contact information, for problems related to any of the equipment or programming associated with or utilized by the Member, for any human error, for any interruption, deletion, omission, defect, or line failure of any telephone network or electronic transmission, for problems relating to computer equipment, software, inability to access any website or on-line service, for any other technical or non-technical error or malfunction, for lost, late, stolen, illegible, incomplete, garbled, misdirected, mutilated or postage due mail or other mail or e-mail for whatever reason. Members may request to terminate their membership at any time. If a Member wishes to close their Coast Rewards account, they must submit an email request to Coast Rewards Member Services at firstname.lastname@example.org. Once the request is received, a Member Services Ambassador will terminate the Member’s account within 48 hours. Once cancelled, all Points will be forfeited, and the account will become obsolete. Cancellation requests cannot be reversed, and Points cannot be reimbursed.