FAQ - Go Royal - Hotel Loyalty Programme by SHKP Loading...

Frequently Asked Questions

About Go Royal

What is Go Royal?
Go Royal is a hotel loyalty programme launched by SHKP covering the 6 Royal Hotels (including The Royal Garden Tsim Sha Tsui, Royal Park Hotel, Royal Plaza Hotel, Royal View Hotel, ALVA HOTEL BY ROYAL & The Royal Garden Kowloon East) and their affiliated restaurants including Shikigiku Japanese Restaurant (ifc mall, Hong Kong) and Sabatini Ristorante Italiano (ifc mall, Hong Kong).

Go Royal is a coalition loyalty programme with The Point. Members who register for Go Royal using a valid mobile phone number from Hong Kong, Mainland China, Macau, or Taiwan will become a The Point member at the same time and bound their account with The Point. By using The Point bonus points as a loyalty currency, Go Royal Members can earn 1 The Point bonus point per every HK$1 spent at Royal Hotels or designated SHKP malls, whereas accumulated points can be used to redeem fabulous rewards. More spending, more rewards!

Members who register via email (from other regions), will not be eligible to earn points. However, they can still enjoy exclusive Go Royal member privileges, including dining and accommodation discounts.
What is the difference between Go Royal by SHKP and The Point by SHKP?
Go Royal by SHKP covers 6 Royal Hotels and their affiliated restaurants, whereas The Point by SHKP covers designated SHKP malls. Members who register for Go Royal using a valid mobile phone number from Hong Kong, Mainland China, Macau, or Taiwan will become a The Point member at the same time and bound their account with The Point. Both programmes share the same loyalty points account by forming a coalition.

After successfully linking their The Point account, Go Royal members can redeem Go Royal member-exclusive hotel rewards via the Go Royal App or Go Royal WeChat Mini Program. These rewards may not be available on The Point App or The Point WeChat Mini Program.
What are the participating hotels?
  • The Royal Garden Tsim Sha Tsui
  • Royal Park Hotel
  • Royal Plaza Hotel
  • Royal View Hotel
  • ALVA HOTEL BY ROYAL
  • The Royal Garden Kowloon East
What are the participating restaurants?
The Royal Garden Tsim Sha Tsui
  • Dong Lai Shun
  • The Royal Garden Chinese Restaurant
  • Le Soleil
  • The Greenery
  • Fine Foods Shop and its Pop-up Stores
  • Shikigiku Japanese Restaurant
  • Shikigiku Japanese Restaurant (ifc mall, Hong Kong)
  • Sabatini Ristorante Italiano
  • Sabatini Ristorante Italiano (ifc mall, Hong Kong)
Royal Park Hotel
  • Sakurada Japanese Restaurant
Royal Plaza Hotel
  • Di King Heen
  • Lion Rock by Di King Heen
  • Royal Delights (R+)
Royal View Hotel
  • Lido Heen
The Royal Garden Kowloon East
  • Fine Foods Lounge
  • Ponentino

About Membership

What are the Go Royal membership types?
There are two Go Royal membership types：

  • Go Royal Purple (Register for free)
  • Go Royal Gold (HK$1,388 per year)
What are the membership benefits of Go Royal?
To learn more about membership benefits of Go Royal,please visit Go Royal Member Benefits page.

About Membership Registrations

How can I become a Go Royal member?
Simply download the Go Royal App from Google Play Store, Apple App Store, go to Go Royal WeChat Mini Program or visit official Go Royal Website and register as a Go Royal Member to start enjoying all the privileges of Go Royal member.

The official website of Go Royal (www.goroyal.com.hk/en) also provides you with QR codes for quick downloading of both the Go Royal App and Go Royal WeChat Mini Program.
Who can register as a Go Royal member?
Go Royal is open to individuals aged 18 or above.
How to register as a Go Royal Purple member?
Go Royal Purple
(Register for free)
Membership registration can be done on the Go Royal App, Go Royal WeChat Mini Program or Go Royal Official Website in a few simple steps. Once registered, simply download the Go Royal App to enjoy exclusive member discounts on dining and accommodation.

If you register with a valid mobile number from Hong Kong, Mainland China, Macau, or Taiwan, you will receive a one-time password via SMS. For members from other regions, a one-time password will be sent to your valid email address to complete the registration.
How to become a Go Royal Gold member?
Go Royal Gold
(HK$1,388 annual fee)
Online
Simply log into the Go Royal App or WeChat Mini Program and purchase Gold Membership (1-year) under "My Account"

Offline
Go Royal members can visit any Participating Hotel or Restaurant to upgrade their membership to Go Royal Gold.
How do I change the mobile phone number or email address registered to my Go Royal membership?
Once registered, your mobile number and email address cannot be changed. If your contact information has changed, please contact the Go Royal team immediately at info@goroyal.com.hk or via phone/WhatsApp at (852) 2827 8636 to delete the current membership.

After your membership is deleted, you can re-register a new account with your updated mobile number or email address via the Go Royal App, Go Royal WeChat Mini Program, or our official website.

Please note: If your original membership is linked to a The Point account, all points accumulated in that account will be forfeited upon membership cancellation and cannot be transferred to your new account.
How to set a Payment PIN?
A Payment PIN is required when redeeming rewards, using Point Dollar or purchasing / renewing a Go Royal Gold Membership. You can set up your Payment PIN by following these simple steps:

  • Log in to the Go Royal App or Go Royal WeChat Mini Program
  • Tap "Settings" in the top-right corner of the homepage
  • Select "Payment PIN Setting" on the Settings page
  • Choose to receive your verification code via "Mobile Number" or "Email Address", then tap "Get Code"
  • Check your SMS or email; the one-time password will be sent to your registered mobile number or email address
  • Enter the one-time password received and create a secure 6-digit PIN
What should I do if I forgot my Payment PIN & how do I reset it?
You can reset your Payment PIN by following these simple steps:

  • Log in to the Go Royal App or Go Royal WeChat Mini Program
  • Tap "Settings" in the top-right corner of the homepage
  • Select "Payment PIN Setting" on the “Settings” page
  • Tap "Payment PIN Setting" under “Settings” page
  • Click "Forgot your Payment PIN" under "Payment PIN Setting" page
  • Choose to receive your verification code via "Mobile Number" or "Email Address", then tap "Get Code"
  • Check your SMS or email; the one-time password will be sent to your registered mobile number or email address.
  • Enter the one-time password received and create a new, secure 6-digit PIN

About Welcome Offers

What are the Welcome Offers available for Go Royal members?
HK$100 Welcome Dining Coupon
&
500 Welcome Bonus Points
Upon members’ first login after successful completion of the registration to become a Go Royal Purple member
Can I use HK$100 Welcome Dining Coupon at Cake Shop?
No, HK$100 Welcome Dining Coupon can only be used for dine-in at any participating restaurant, with a minimum spending of HK$200 after applying discount (if any) and service charge of the original bill.

About Points

How can I earn The Point bonus points?
Go Royal members are eligible to earn points upon Qualifying Spending at Participating Hotels or Restaurants(dine-in and takeaway).

1 The Point bonus point is earned for every HK$1 Qualifying Spending at Participating Hotels and Restaurants(dine-in and takeaway).

Earn The Point bonus point is only Applicable to Members who have bound their Go Royal accounts with The Point accounts. As the Go Royal and The Point membership numbers are different, Go Royal member must present their Go Royal Digital Membership Card through the Go Royal App or Go Royal WeChat Mini Program when paying the bill at Participating Hotels and restaurants (dine-in and takeaway) in order to earn points with Qualifying Spending. You will earn 1 The Point bonus point for every HK$1 spent on Qualifying Spending.
How can I check the points balance?
Check the points balance is only Applicable to Members who have bound their Go Royal accounts with The Point accounts. You may simply follow the below steps:

  • Log in to Go Royal Account
  • Go to My Account from the main menu (Top left corner)
  • You may find your Points Balance (same as your The Point account) under your digital membership card
  • Tab Points Balance to see the points you earned through Participating Hotels and Restaurants
When will my points be expired?
Points expired is only Applicable to Members who have bound their Go Royal accounts with The Point accounts. The Point bonus points have two expiry dates each year, i.e. 31 March and 30 September. Points earned from 1 April till 30 September of the current year will expire on 30 September of the following year while points earned from 1 October till 31 March will expire on 31 March of the following year. All expired points will be forfeited.
How do I know if my stay is eligible to earn points?
Earn The Point bonus point is only Applicable to Members who have bound their Go Royal accounts with The Point accounts. If you book and stayed at Participating Hotels through Qualifying Room Reservation Channels, and settled the room bills by yourself through e-payment, your stay will be eligible to earn points.

Participating Hotels' official hotel room reservation channels include Participating Hotels' websites, and the Go Royal APP and Go Royal WeChat Mini Program, Participating Hotels' official telephone reservation hotlines and emails, and other Participating Hotels Approved hotel room reservation channels as may be specified by Participating Hotels from time to time. Unless otherwise specified, third party online platforms, online service providers or online travel agents, such as Expedia.com, Booking.com, TripAdvisor.com etc. are not Qualifying Room Reservation Channels.
Can I earn points on “Qualifying Spending” even if I booked and stayed through non-Qualifying Room Reservation Channels?
Yes, you can earn points on Qualifying Spending, e.g. food and beverage, spa and massages and laundry etc. charged to your room even if the reservation is under a non-Qualifying Stay.

Earn The Point bonus point is only Applicable to Members who have bound their Go Royal accounts with The Point accounts.
What is “Qualifying Spending”
Qualifying Spending means any spending on Qualifying Stays, Qualifying Events, Food & Beverage, Spa & Massages and Health Club, made with e-payment at any Participating Hotels and restaurant (dine-in and takeaway); and takeaway & delivery service, eShop through the Go Royal App, and rewards redemption (excludes points redemption portion) through the Go Royal App or Go Royal WeChat Mini Program.
What is “non-Qualifying Spending?”
Spending which does not qualify for Points earning include consumptions of gift certificates or vouchers, Point Dollar, complimentary service, points-redeemed portion of rewards, fees (e.g. late cancellation fee, no-show fee, cancellation penalties etc.), Participating Hotels' food booth outside hotel area, takeaway & delivery service and eShop spending through Participating Hotels' official websites directly, takeaway & delivery service of Participating Hotels and Restaurants through third party channels, e.g. foodpanda, OpenRice etc., third party services contracted out by hotels, taxes, and doctor consultation and medication fees.
How soon will the points be credited to my Go Royal account when I made Qualifying Stay or Qualifying Spending?
Earn The Point bonus point is only Applicable to Members who have bound their Go Royal accounts with The Point accounts. The points will be credited to your Go Royal account within 2 days after check-out for a Qualifying Stay or payment in full of Qualifying Incidental Charges or Qualifying Spending.
Do I need to upload receipts to earn points for Qualifying Hotel Spending via Go Royal App or Go Royal WeChat Mini Program?
By presenting Go Royal digital membership card, all the points earned at Go Royal Participating Hotels or Restaurants (dine-in and takeaway) will be automatically calculated and credited to the Go Royal member account, without the need to upload receipts.

Earn The Point bonus point is only Applicable to Members who have bound their Go Royal accounts with The Point accounts.

For points earning in SHKP Malls, you can earn The Point bonus points by spending at participating merchants of The Point program in designated participating Malls and registering through the specified channels.
Why didn’t I receive points credited to my account on my Qualifying Spending?
In order to earn points for Qualifying Stay / Qualifying Spending, the following criteria must be met:

  • Go Royal member must present his/her digital membership card on the Go Royal App or Go Royal WeChat Mini Program upon settling bill at Participating Hotels or Restaurants (dine-in and takeaway)
  • The bill was settled by the member through e-payment

Earn The Point bonus point is only Applicable to Members who have bound their Go Royal accounts with The Point accounts.
Will there be any upper limit of earning The Point bonus points via Go Royal?
There’s no upper limit for earning The Point bonus points except:
a. A maximum of 500,000 points can be earned per Qualifying Event under a single transaction;
b. A maximum of 30,000 extra bonus points can be earned in each Go Royal member’s birthday month

Earn The Point bonus point is only Applicable to Members who have bound their Go Royal accounts with The Point accounts.
Can I use my points to book a room for someone else?
Membership and bonus points are non-transferable and may only be used by the member. But a Go Royal member can earn points for up to three rooms for the duration of his / her stay at the Participating Hotel.

Go Royal member stay period needs to overlap with the other two occupied rooms for at least one night. Go Royal member needs to stay and settle the bill for all rooms for the entire stay in order to earn points.

Earn The Point bonus point is only Applicable to Members who have bound their Go Royal accounts with The Point accounts.
How to enjoy Go Royal membership room rate?
Go Royal Purple and Go Royal Gold Members can log in to the Go Royal App or Go Royal WeChat Mini Program to enjoy the exclusive Best Available Rate. Go Royal member must present their digital membership card upon check-in to enjoy the exclusive discounted rate.
Do I earn Points on eShop spending?
You can earn points for Qualifying Spending at eShop spending through Go Royal App. 1 The Point bonus point can be earned with every HK$1 spent. Points cannot be earned for the eShop spending through Participating Hotels' official websites.

Earn The Point bonus point is only Applicable to Members who have bound their Go Royal accounts with The Point accounts.
Do I need to register Birthday Double Bonus Points?
No registration is needed. Each Go Royal Member will receive double bonus points rewarded by Go Royal for their Qualifying Spending in the birthday month with an up to 30,000 extra bonus points per year.

Earn The Point bonus point is only Applicable to Members who have bound their Go Royal accounts with The Point accounts.
Can my Points be transferred or exchanged?
Points cannot be sold, bartered, exchanged for cash, nor transferred to other members. If, through investigation this activity is found on your account, your membership may be terminated, and Points will be forfeited.

Earn The Point bonus point is only Applicable to Members who have bound their Go Royal accounts with The Point accounts.
Can I get earn points for the spending prior to Go Royal membership enrollment or bound with The Point account?
Spending prior to Go Royal enrollment or bound with The Point account is not eligible for points earning.

Earn The Point bonus point is only Applicable to Members who have bound their Go Royal accounts with The Point accounts.
If a member books more than 1 room, can s/he get the points credit for all rooms or only the room s/he stayed?
A Go Royal member can earn points for up to three rooms for the duration of his / her stay at the Participating Hotel. His / her stay period needs to overlap with the other two occupied rooms for at least one night. Go Royal member needs to stay and settle the bill for all rooms for the entire stay in order to earn points.

Earn The Point bonus point is only Applicable to Members who have bound their Go Royal accounts with The Point accounts.

About Rewards

What is the difference between redeeming rewards on the Go Royal App, Go Royal WeChat Mini Program and The Point App, The Point WeChat Mini Program?
Reward redemption is only Applicable to Members who have bound their Go Royal accounts with The Point accounts. Go Royal members are able to redeem member-exclusive hotels rewards on Go Royal App or Go Royal WeChat Mini Program which may not be available on The Point App or The Point WeChat Mini Program. For the same Royal Hotel rewards, Go Royal members may enjoy better discounts or privileges on Go Royal App or Go Royal WeChat Mini Program.
How can I cancel or change a room reward?
Once the redemption is confirmed, the corresponding points will be deducted instantly from your account. No cancellation or amendment will be allowed.

Reward redemption is only Applicable to Members who have bound their Go Royal accounts with The Point accounts.
Do I need to contact Hotel after redeeming a room reward?
Please make your reservation with hotel at least 48 hours prior to your stay. The room is subject to availability. Hotel Reservations Team may also contact you to ensure the hotel room can be booked per your requirements.

Reward redemption is only Applicable to Members who have bound their Go Royal accounts with The Point accounts.
What will be the arrangement in the event of a no-show for a room reward?
In the event of a no-show for Room Rewards redemption, such Room Reward redemption will be deemed fully used and all the points that have been deducted for the Room Reward will not be refunded.

Reward redemption is only Applicable to Members who have bound their Go Royal accounts with The Point accounts.
Am I still able to use the Go Royal Gold additional bonus vouchers after my membership expired?
Go Royal Gold membership including its dining coupons and vouchers will be valid for one-year upon the annual membership fee payment. Dining coupons and vouchers cannot be extended once expired.

About Point Dollar

What is Point Dollar?
Point Dollar is a means of payment and is only Applicable to Members who have bound their Go Royal accounts with The Point accounts. Go Royal members can use bonus points from their account via Go Royal App or Go Royal WeChat Mini Program to redeem Point Dollar for instant cash payment at Participating Hotels and restaurants.
How is the conversion rate for Point Dollar calculated?
Go Royal members can convert every 250 points into $1 Point Dollar. Each $1 Point Dollar can be used as HK$1. The minimum conversion amount is $10 Point Dollar (equivalent to 2,500 points), and there is no maximum limit for conversion.

Point Dollar is only Applicable to Members who have bound their Go Royal accounts with The Point accounts.
How do I convert bonus points into Point Dollar?
Point Dollar is only Applicable to Members who have bound their Go Royal accounts with The Point accounts. You may simply follow the below redemption steps:
  1. Sign in Go Royal in Go Royal App or WeChat Mini Program
  2. Select “Point Dollar” on “Home” or “My Account” page
  3. Input Point Dollar amount and click “Proceed”
  4. Enter “payment PIN” and click “Confirm”
  5. A QR code will be generated and simply present the QR code to hotel staff for scanning
  6. Upon being scanned successfully, the corresponding bonus points will be deducted instantly from your Go Royal account, and “Payment Success” page will show on your mobile
Where can I use Point Dollar?

Go Royal members can use Point Dollar at Participating Hotels and restaurants, including:

  1. Dine-in and takeaway, bottle sales, hampers, festive items, qualifying events, offline Go Royal Gold card redemption/ renewal.
  2. Any gift vouchers, gift cards, ticket sales, spa & massages at The Royal Garden.

Point Dollar is not applicable to below items, Royal Hotels reserve the right of final decision:

  1. Go Royal rewards redemption, eShop purchase, online Go Royal Gold card redemption/ renewal, room charge, spending charged to room (including food and beverage, spa & massages, laundry etc.), deposit (including deposit paid for qualifying events), valet parking, limousine service, hotels’ food booth outside hotel area, takeaway & delivery service of participating Hotels and Restaurant through third party channels, e.g. Foodpanda, OpenRice etc., any third party services contracted out by hotels, cigarettes, doctor consultation and medication fees.
  2. Any gift vouchers, gift cards, ticket sales, spa & massages at Royal Park Hotel, Royal Plaza Hotel, Royal View Hotel and ALVA HOTEL BY ROYAL.

Point Dollar is only Applicable to Members who have bound their Go Royal accounts with The Point accounts.

Do I need to convert Point Dollar in advance?
No. You can simply inform hotel staff that you would like to use Point Dollar for payment upon settling bill, and you can redeem Point Dollar instantly.

Point Dollar is only Applicable to Members who have bound their Go Royal accounts with The Point accounts.
Is there any usage time limit of Point Dollar?
The QR code for converting bonus points into Point Dollar expires in 120 seconds. If the QR code is not being scanned within 120 seconds, both Point Dollar and bonus points will not be deducted. Members can follow the instructions to proceed with the redemption again.

Point Dollar is only Applicable to Members who have bound their Go Royal accounts with The Point accounts.
Is Point Dollar transferable?
Go Royal members can only use Point Dollars with valid Go Royal membership personally. Point Dollar are non-transferable.

Point Dollar is only Applicable to Members who have bound their Go Royal accounts with The Point accounts.
How can I check my Point Dollar balance?
You can check Point Dollar balance at “Home” or “My Account” page in Go Royal App or WeChat Mini Program.

Check Point Dollar balance is only Applicable to Members who have bound their Go Royal accounts with The Point accounts.
Can I earn points on transactions paid by Point Dollar?
Point Dollar is not eligible to earn points. You can earn points on the remaining amount if the remaining amount is a qualifying spending after deducting Point Dollar.

Earn The Point bonus point is only Applicable to Members who have bound their Go Royal accounts with The Point accounts.
Can I use Point Dollar in conjunction with discount or coupon(s) if any?
Point Dollar can be used after Applying discount or dining coupons (if any).

Point Dollar is only Applicable to Members who have bound their Go Royal accounts with The Point accounts.
Can the points be refunded or the transaction be cancelled after being converted to Point Dollar?
Points shall be deducted from a member’s account once the redemption is confirmed. No refund (whether in whole or in part) or cancellation will be tendered in any event for transactions settled with Point Dollar.

Point Dollar is only Applicable to Members who have bound their Go Royal accounts with The Point accounts.

Contact Us

How can I contact Go Royal Member Services Team?
You may contact Go Royal Member Services Team at :

  • Email : info@goroyal.com.hk
  • Phone / WhatsApp : (852) 2827 8636
  • WeChat official account: Go Royal by SHKP
(Office hours: Monday to Friday from 09:00 – 18:00, except Hong Kong public holidays)
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