Frequently Asked Questions

 

General FAQs

What can I redeem with my GC Award Points?

- You can use your GC Award Points for Rooms, Food & Beverage, Chi, The Spa, exclusive member Experiences and many lifestyle awards

- For a full list of redemptions available please visit Golden-Circle.com

Are there any Black-Out Dates for Award Redemptions?

- Black-out dates may apply, this will be advised during the redemption process

- To view Black-Out dates for Room Redemptions click here to view Black-Out dates for Food & Beverage Redemptions, click here. Alternatively, these can be viewed on the Shangri-La Mobile App.

Can I pool my GC Award Points with other Golden Circle members to redeem an Award?

No. GC Award Point Redemptions must be completed by one member. GC Award Points cannot be transferred to other accounts.

When will the GC Award Points used for redemption be deducted from my Golden Circle membership account?

The corresponding number of GC Award Points will be deducted at the time of redemption confirmation.

Where can I redeem GC Award Points?

To redeem your GC Award Points please visit the redemption page on Golden-Circle.com or use the Shangri-La Mobile App. Alternatively you can contact Golden Circle Member services for assistance via our global toll-free numbers or email Golden.Circle@shangri-la.com However all redemptions must be completed online.

Are my redemptions transferable?

You can share the free room nights, food and beverage and Chi, The Spa redemption vouchers with your nominated family members. However, Room Upgrade Awards, Local Instant Awards and other lifestyle awards and member experiences are not transferable.

What if I don’t have enough GC Award Points for my purchase? Can I put products on hold?

No, you must have sufficient number of GC Award Points at the time of purchase. If you do not have enough GC Award Points, you may buy points. You cannot use a mixture of cash and points.

Can I return or cancel an item once redeemed?

All redemptions are final and cannot be exchanged or refunded.

Can I make redemptions for my redemption nominees?

Redemptions for lifestyle products and member experiences can only be made by and for the member themselves.

Products

What if I do not receive my product?

If you do not receive the delivery within the advised time, contact Golden Circle Member services for assistance via our global toll-free numbers or email Golden.Circle@shangri-la.com. Please include your redemption confirmation reference and your Golden Circle Membership number.

Can I return my product if I change my mind?

Please refer to the terms and conditions of the individual product purchased.

What should I do if the product is damaged upon receipt?

Please contact Golden Circle Member services for assistance via our global toll-free numbers or email Golden.Circle@shangri-la.com. Please include your redemption confirmation reference and your Golden Circle Membership number.

Can I ship to multiple addresses?

You can only ship to one address each time you check out.

Can I ship to a P.O. Box?

We do not deliver merchandise to a P.O. Box. If your registered address in our database is a P.O. Box, please update the address in your personal profile via “Profile Dashboard” on Golden-Circle.com.

How can I change my shipping address?

You can update the shipping address in your personal profile via “Profile Dashboard” on Golden-Circle.com. You cannot edit your address during check-out.

Will I have to sign for my delivery?

Your delivery details will depend on the product type. You may be required to sign for your delivery.

Travel Activities By Klook

Klook FAQs

Experiences provided and managed by Klook directly. Each experience has individual terms and conditions set by Klook which may include no cancellation, refund or exchange.

For any questions relating to Klook experiences please contact Klook directly at sales_hotels@klook.com.

Member Experiences

There are no member experiences available in my location. Do you select specific cities only?

- Our member experiences are available in locations where Shangri-La Hotels and Resorts, Kerry Hotels, JEN by Shangri-La, and Traders are present.

- From time to time we may have other experiences available in different locations.

- We offer a select number of events; you can continue to check back for new experiences.

Are Member Experiences refundable?

No, once the experience is confirmed, GC Award Points will be deducted from the Golden Circle Membership account and cannot be refunded.

Can I gift my experience?

Once an experience is redeemed, it may not be subject to any unauthorised sale, barter, transfer or exchange will be forfeited and the Members involved will have their Membership terminated. All their benefits and privileges shall cease forthwith, and their GC Award Points will be forfeited immediately.

Who can I contact to find out more information about the experiences?

All available information will be included with each experience. If you have specific questions, please contact Golden Circle Member services for assistance via our global toll-free numbers or email GCExperiences@Shangri-la.com.