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 5 Royal Hotels (including The Royal Garden, Royal Park Hotel, Royal Plaza Hotel, Royal View Hotel & ALVA HOTEL BY ROYAL) and select restaurants including Shikigiku Japanese Restaurant (ifc mall, Hong Kong), Sabatini Ristorante Italiano (ifc mall, Hong Kong) and Asian Delights by The Royal Garden.

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!
What is the difference between Go Royal by SHKP and The Point by SHKP?
Go Royal is a hotel loyalty programme launched by SHKP covering the 5 Royal Hotels (including The Royal Garden, Royal Park Hotel, Royal Plaza Hotel, Royal View Hotel & ALVA HOTEL BY ROYAL) and select restaurants including Shikigiku Japanese Restaurant (ifc mall, Hong Kong) and Sabatini Ristorante Italiano (ifc mall, Hong Kong).

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 or The Point WeChat Mini Programme, you will not become a Go Royal member automatically.

Go Royal members are able to redeem member-exclusive hotel rewards on Go Royal App or Go Royal WeChat Mini Programme which may not be available on The Point App or The Point WeChat Mini Programme.
What are the participating hotels and restaurants?
The Royal Garden
  • Dong Lai Shun
  • The Royal Garden Chinese Restaurant
  • Le Soleil
  • The Greenery
  • Fine Foods Shop
  • Shikigiku Japanese Restaurant
  • Shikigiku Japanese Restaurant (ifc mall, Hong Kong)
  • Sabatini Ristorante Italiano
  • Sabatini Ristorante Italiano (ifc mall, Hong Kong)
  • Asian Delights by The Royal Garden
Royal Park Hotel
  • Sakurada Japanese Restaurant
Royal Plaza Hotel
  • Di King Heen
  • Lion Rock
  • Royal Delights
Royal View Hotel
  • Lido Heen
ALVA HOTEL BY ROYAL
  • Alva House
  • Yat Heen
  • PitStop
  • Royal Delights

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 or go to Go Royal WeChat Mini Programme 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 and Go Royal WeChat Mini Programme.
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 Go Royal App or Go Royal WeChat Mini Programme. Simply download Go Royal App and follow the instruction to complete the process.

Go Royal currently accepts valid mobile number from Hong Kong, Mainland, Macau or Taiwan to receive an SMS authentication code for member registration.
How to become a Go Royal Gold member?
Go Royal Gold
(HK$1,388 annual fee)
Online
Go Royal members can use points only or cash only to upgrade their membership to Go Royal Gold by making a redemption of Gold membership through Go Royal App or Go Royal WeChat Mini Programme.

Offline
Go Royal members can visit any Participating Hotel or Restaurant to upgrade their membership to Go Royal Gold.
How do I change Go Royal member login password or personal information?
Go Royal members can change login password via The Point App. As Go Royal members share the same membership account to log in and manage both Go Royal and The Point memberships, therefore members will be resetting their password for both Go Royal and The Point accounts after updated password.

If you wish to update your name or birthday month, you must visit any of the participating Royal Hotels in person to fill in a request form or visit the VIP counter / Customer Care Center of 25 participating shopping malls under Sun Hung Kai Properties in person to present the relevant proof to the staff in order to change relevant personal information.
What should I do if I forgot my password?
Your password may be reset by following the below simple steps:

  • Open the Go Royal App or Go Royal WeChat Mini Programme
  • 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).

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 (not applicable at Shikigiku Japanese Restaurant (ifc mall, Hong Kong), Sabatini Ristorante Italiano (ifc mall, Hong Kong) and Asian Delights by The Royal Garden), 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).
How can I check the points balance?
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?
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?
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 App and Go Royal WeChat Mini Programme, 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.
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 Go Royal App, and rewards redemption (excludes points redemption portion) through Go Royal App or Go Royal WeChat Mini Programme.
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. Deliveroo, 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?
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 Programme?
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.

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 Go Royal App or Go Royal WeChat Mini Programme upon settling bill at Participating Hotels or Restaurants (dine-in and takeaway)
  • The bill was settled by the member through e-payment
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
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.
How to enjoy Go Royal membership room rate?
Go Royal Purple and Gold Members can log in to the Go Royal App or Go Royal WeChat Mini Programme 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.
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.
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.
Can I get earn points for the spending prior to Go Royal membership enrollment?
Spending prior to Go Royal enrollment is not eligible for points earning.

About Rewards

What is the difference between redeeming rewards on the Go Royal App, Go Royal WeChat Mini Programme and The Point App, The Point WeChat Mini Programme?
Go Royal members are able to redeem member-exclusive hotels rewards on Go Royal App or Go Royal WeChat Mini Programme which may not be available on The Point App or The Point WeChat Mini Programme. For the same Royal Hotel rewards, Go Royal members may enjoy better discounts or privileges on Go Royal App or Go Royal WeChat Mini Programme.
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.
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.
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.
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.
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. Go Royal members can use bonus points from their account via Go Royal App or WeChat Mini Programme 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.
How do I convert bonus points into Point Dollar?

You may simply follow the below redemption steps:

  1. Sign in Go Royal in Go Royal App or WeChat Mini Programme
  2. Select “Point Dollar” on “Home” or “My Account” page
  3. Input Point Dollar amount and click “Proceed”
  4. A QR code will be generated and simply present the QR code to hotel staff for scanning
  5. 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. Deliveroo, 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.
  3. Any spending at Asian Delights by The Royal Garden.

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.
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.
Is Point Dollar transferable?
Go Royal members can only use Point Dollar with valid Go Royal membership personally. Point Dollar is non-transferable.
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 Programme.
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.
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).
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.

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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