Frequently Asked Questions

The programme has three status levels

• Gold: Entry level
• Platinum: 3,000 Status Points required in a rolling 12-month period
• Black: 9,000 Status Points required in a rolling 12-month period

Your status is determined by the amount of Status Points you accumulate. You accumulate 1 Status Point for every R10 spent on public and corporate accommodation rates, food and beverage at hotel owned restaurants and sundry items (hotel-owned laundry services, telephone calls and hotel-owned parking). Status Points are calculated over a rolling 12-month period.

Higher statuses are awarded to you based on the number of status points you have accumulated over a rolling 12-month period which is now based on your spend and no longer nights. You accumulate 1 Status Point for every R10 spent on public and corporate rates and other qualifying spend when staying at a participating Southern Sun hotels.

• Gold: Entry level
• Platinum: 3,000 Status Points required in a rolling 12-month period
• Black: 9,000 Status Points required in a rolling 12-month period

You will automatically be upgraded upon reaching the required Status Points for an upgrade. Platinum and Black member status is valid for 1 year from date of issue. If you do not maintain or meet the required Status Points to maintain your status you will be placed on a lower status level in line with your Status Points accumulated.

Newly registered members will receive their accommodation discount on their first stay as well as food and beverage discounts. Members only need their membership number and PIN to qualify for their discounts.

No, your membership number does not change, even when your status is upgraded.

Your confidential PIN protects you from fraudulent use of your SunRands. You will receive an activation email once you have registered which will direct you to the website where you will be required to select your four-digit PIN. The PIN is also required along with your membership number when logging in on southernsun.com to access your Southern Sun Rewards programme account. You may also change your PIN online under “My Details” within southernsun.com.

SunRands are Southern Sun's frequentGuest rewards programme currency that you earn and that in turn can be used towards Southern Sun hotel accommodation as well as for meals and drinks at any Southern Sun owned restaurant or bar, Hotel Parking – when staying at a hotel, Tourism levy and at Sandton Sun Spa, Mount Grace Spa and Arabella Spa.

You earn SunRands when you stay at a participating Southern Sun hotel on public and corporate accommodation rates. Confidential rates do not qualify for SunRands earnings (example – Discovery Vitality) SunRands can also be earned on food and beverage spend at Southern Sun owned restaurants/bars and sundry items (hotel owned laundry, telephone calls and hotel owned parking) provided you charge the bill back to your room. You can earn SunRands on a maximum of 4 rooms, per member, per stay. You must be occupying one of the rooms to qualify for SunRands earning. SunRands earning is calculated based on your status level:

• Gold: 5%
• Platinum:10%
• Black: 15%

frequentGuest individual members may earn SunRands on a maximum of 4 rooms per member, per stay, providing they are staying and occupying one of the rooms.

SunRands are valid for 24 months from date of issue. SunRands not used within the 24 months will expire irrespective of your status level.

• You can login to southernsun.com using your membership number and PIN
• Enquire at any of our hotels
• Call the Southern Sun Customer Contact Centre on 0861 44 77 44

No, SunRands are not transferable. You can redeem and earn SunRands for yourself and your immediate family (i.e. your spouse and children). You must be present to earn and redeem. You can now earn on 4 rooms, per stay.

SunRands earned will be allocated to you 24 hours after check out and will appear on your statement. Should your stay not be allocated within 24 hours after check out you can log a missing stay online by logging in with your membership number and PIN.

For redemption purposes, one SunRand = one Rand. You do not need a minimum amount to redeem.

You can redeem SunRands any day of week at all participating Southern Sun hotels or Southern Sun owned restaurant/bars. Hotel Parking – when staying at a hotel and Tourism levy. Sandton Sun Spa treatments, Mount Grace Spa treatments and Arabella Spa treatments.

No, SunRands will only appear on your profile 24 hours after check out and can only be used once reflected on your profile as an available SunRands balance.

You can earn SunRands only on the top up value of your stay should you be required to pay in an amount. You will not earn SunRands on the redeemed accommodation and food & beverage portion of your bill paid.

Book online, contact the Southern Sun Contact Centre or contact the hotel of your choice

Yes, you can pay for meals and drinks with SunRands at Southern Sun owned restaurants and bars as well as Hotel Parking when staying at a hotel and Tourism levy.

Members qualify for a 10% discount on the following hotels:

• 54 on Bath
• Arabella Hotel, Golf & Spa
• Beverly Hills
• InterContinental Johannesburg O.R. Tambo Airport
• Mount Grace
• Sandton Sun
• Sandton Towers
• Southern Sun Hotels
• Southern Sun Resorts
• The Edward
• SunSquare
• Garden Court
• StayEasy

No, your discounts are intended for you and your immediate family (spouse and children) and you need to be present for the hotel to honour your discount and benefit. If you are making use of Tete Ferry Sun, SUN1 or Park Station Inn you do not qualify for accommodation discounts.

You are not given a discount if you are booked on a negotiated corporate rate.

As a frequentGuest member, when you settle your bill directly at one of our Southern Sun owned restaurants and bars you will receive your discount

• Gold: 10%
• Platinum: 15%
• Black: 20%

You do not need to be staying at one of our Southern Sun hotels within South Africa to qualify for this discount. To qualify for this discount outside South Africa, you will need to be staying at the hotel.

You are required to be present at the restaurant or bar to qualify for your discount and will be required to produce your membership number.

Yes, your discount applies to a maximum of 8 guests, per sitting.

No, discounts exclude room service and banqueting.

No, discounts are not granted on bills to corporates, travel agents or government departments.

As a Southern Sun Rewards member you will receive FREE uncapped WiFi at participating hotels.

*Resorts, SUN1 and Park Station Inn do not offer free WiFi to members.

WiFi service may be used on up to 5 devices simultaneously.

SunSwop, American Express, Avis and Nedbank Greenbacks are our exclusive programme partners.
Read more.

Luxury

• 54 on Bath
• Arabella Hotel, Golf & Spa
• Beverly Hills
• InterContinental Johannesburg O.R. Tambo International Airport
• Mount Grace
• Sandton Sun
• Sandton Towers

Full Service

• Garden Court
• Southern Sun Hotels
• Southern Sun Resorts
• SunSquare
• The Edward

Economy

• StayEasy

*Tete Ferry Sun, SUN1 and Park Station Inn do not participate in the programme

You can claim a missing stay online. You may also query it at the frequentGuest My Account area at the hotel or call the Southern Sun Customer Contact Centre on 0861 44 77 44 or email ContactUs@southernsun.com.

You can use the “forgot PIN number” online which can be found on the login area on southernsun.com. Our hotels and the Customer Contact Centre are not able to assist you with PIN requests as your PIN is confidential.

You can login online to view or email SunRands statements to your email address, which can be found under View SunRands Statement area under “Statements”. You can also call the Southern Sun Customer Contact Centre on 0861 44 77 44 or email ContactUs@southernsun.com who will then log a request on your behalf for a statement to be emailed to you.