Frequently Asked Questions

 

General FAQs

What can I redeem with my Points?

You can use your Points for rooms, food and beverage, Chi, The Spa, exclusive member experiences and Lifestyle Awards. For a full list of redemptions available, please visit Shangri-La Circle website.

Can I pool my Points with other Shangri-La Circle members to redeem an Award?

No, point redemptions must be completed by one member. Points cannot be transferred to other accounts.

When will the Points used for redemptions be deducted from my Shangri-La Circle membership account?

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

Where can I redeem Points?

To redeem your Points, please visit the redemption page on the Shangri-La Circle website or use the Shangri-La Circle Mobile App. You can also redeem your Points on Instant Dining Awards or Local Instant Awards at the hotel. Alternatively you can contact Shangri-La Circle Member Services for assistance via our global toll-free numbers or email [email protected].

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 Points for my purchase? Can I put products on hold?

No, you must have a sufficient number of Points at the time of purchase. If you do not have enough Points, you may buy Points. You can use a mix of Cash & Points only for room bookings via the Shangri-La Circle Mobile App.

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 members themselves.

Products

What if I do not receive my product?

If you do not receive the delivery within the advised time, contact Shangri-La Circle Member Services for assistance via our global toll-free numbers or email [email protected]. Please include your redemption confirmation reference and your Shangri-La 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 Shangri-La Circle Member Services for assistance via our global toll-free numbers or email [email protected]. Please include your redemption confirmation reference and your Shangri-La 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 the Shangri-La Circle website.

How can I change my shipping address?

You can update the shipping address in your personal profile via “Profile Dashboard” on the Shangri-La Circle website. 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 [email protected].

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. You can continue to check back for new experiences.

Are Member Experiences refundable?

No, once the experience is confirmed, Points will be deducted from the Shangri-La 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. If it is found to be sold, bartered, transferred or exchanged, the experience will be forfeited, and the Members involved will have their Membership terminated. All their benefits and privileges shall cease forthwith, and their 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 Shangri-La Circle Member Services for assistance via our global toll-free numbers or email [email protected].