Frequently Asked Questions

Go Royal is an all-new hotel loyalty programme launched by SHKP covering the 5 Royal Hotels (including The Royal Garden, Royal Plaza Hotel, Royal Park Hotel, Royal View Hotel & ALVA HOTEL BY ROYAL) and their 20 select restaurants including Shikigiku Japanese Restaurant (ifc mall).

Go Royal is a coalition loyalty programme 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 25 SHKP malls, whereas accumulated points can be used to redeem fabulous rewards. More spending, more rewards!

Go Royal by SHKP covers 5 Royal Hotels and their 20 select restaurants, whereas The Point by SHKP covers 25 SHKP malls. Both programmes share the same loyalty points account by forming a coalition.

If you are not a The Point member, by registering as a Go Royal member, you will become a The Point member at the same time. However, if you register as a The Point member on The Point App, you will not become a Go Royal member automatically.

Go Royal members are able to redeem member-exclusive hotel rewards on Go Royal App which may not be available on The Point App.

There are two Go Royal membership types：

• Go Royal Purple (Register for free)
• Go Royal Gold (HK$1,388 per year)

To learn more about membership benefits of Go Royal,
please visit Go Royal Member Benefits page.

Simply download the Go Royal App from Google Play Store or Apple App Store 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 downloading the App.

Go Royal is open to individuals aged 11 or above. For customers who are under the age of 18, they should obtain consent from their parents or guardian before applying for a Go Royal membership.

Your password may be reset by following the below simple steps:

• Open the Go Royal App
• Click “Sign In”
• Click "Forgot Password" under the "Sign In” section
• Submit your registered mobile number

You will receive an email from "The Points by SHKP". Please follow the instructions to reset your account password.
Alternatively, you may request a password reset link to be sent to your registered mobile number by clicking “Get a reset password link via SMS” on the Forgot Password confirmation page (Maximum 3 sends per day).

Go Royal members are eligible to earn points upon Qualifying Spending at Participating Hotels or Restaurants.

1 The Point bonus point is earned for every HK$1 Qualifying Spending at Participating Hotels and Restaurants.

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

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.

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 Go Royal Mobile App, 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.

Yes, you can earn points on Qualifying Spending, e.g. food and beverage, spa, laundry etc. charged to your room even if the reservation is under a non-Qualifying Stay.

Qualifying Spending means any spending on Qualifying Stays, Qualifying Events, Food & Beverage and Spa & Massages, made with e-payment at any Participating Hotels and restaurant; and takeaway & delivery service, eShop, and rewards redemption (excludes points redemption portion) through Go Royal App.

Spending which does not qualify for Points earning include consumptions of gift certificates or vouchers, 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. Deliveroo, OpenRice etc., third party services contracted out by hotels, taxes, and doctor consultation and medication fees.

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.

By presenting Go Royal digital membership card, all the points earned at Go Royal Participating Hotels or Restaurants will be automatically calculated and credited to the Go Royal member account, without the need to upload receipts.
However, if you need to earn points via your transactions made at SHKP Malls, you still need to upload receipts via The Point App.

In order to earn points for Qualifying Stay / Qualifying Spending, the following criteria must be met:

• Member must present his/her digital membership card on Go Royal App upon settling bill at Participating Hotels or Restaurants
• The bill was settled by the member through e-payment

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

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.

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.

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.

Spending prior to Go Royal enrollment is not eligible for points earning.

Go Royal members are able to redeem member-exclusive hotels rewards on Go Royal App which may not be available on The Point App. For the same Royal Hotel rewards, Go Royal members may enjoy better discounts or privileges on Go Royal App.

Once the redemption is confirmed, the corresponding points will be deducted instantly from your account. No cancellation or amendment will be allowed.

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.

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. Required cash payment part will also be deducted through the credit card provided for the Room Reward Reservation in accordance with the hotel’s no-show policy.

A 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. The member needs to stay and settle the bill for all rooms for the entire stay in order to earn points.

You may contact Go Royal Member Services Team at :

• Email : info@goroyal.com.hk
• Phone : (852) 2827 8636
• WhatsApp : (852) 9220 6659

(Office hours: Monday to Friday from 09:00 – 13:00 and 14:00 – 18:00, except public holidays)