frequentGuest

Terms & Conditions

General

  1. The Southern Sun frequentGuest Rewards Programme (“the Programme”) is a reward programme operated by Southern Sun
  2. Only persons who are 18 years or older are eligible to sign up to the frequentGuest rewards programme
  3. The frequentGuest rewards Programme programme terms and conditions are subject to the Southern Sun Privacy Policy and PAIA manual
  4. Identification will be required by the frequentGuest rewards member on check-in by either producing a green barcoded South African ID, driver’s license or Passport and when making use of hotel benefits
  5. Southern Sun reserves the right, amongst other rights, to amend the status of a member in the programme or withdraw memberships at its sole discretion. In addition, Southern Sun reserves the right to suspend or terminate Programme participation where members are in breach of the terms and conditions, including but not limited to, qualification criteria
  6. Qualifying criteria for offers and benefits of the Programme shall commensurate with the activity status of the member
  7. Programme participation, rewards and benefits are not transferable
  8. Rewards, offers and benefits may not be used in conjunction with other offers and benefits of unrelated rewards/customer loyalty programmes, unless approved by Southern Sun
  9. Southern Sun reserves the right without consultation with members or any prior approval thereof, to amend the terms and conditions for participating in the programme, including but not limited to alliance with other rewards/customer loyalty programmes. Equally rewards, benefits, SunRands earned, special offers, expiry periods and rates at which points are earned may be amended from time to time
  10. The frequentGuest rewards programme is valid at participating Southern Sun hotels in South Africa, Africa, Seychelles and Middle East. The participating hotels may be changed from time to time and such changes will be published under the terms and conditions on this website
  11. Tete Ferry Sun, SUN1 and Park Station Inn do not participate in the frequentGuest rewards programme
  12. All bookings are subject to the existing terms and conditions prevailing at the time of booking, including meal and children's policies
  13. Members are required to notify any of our Southern Sun hotels of any changes in address or personal details, by clicking here or in person at the Front Desk. Members can also update their own personal details by logging into their online profile on southernsun.com
  14. Partner reward/ customer loyalty programmes linked to the programme operate independently subject to their own terms and conditions. Southern Sun shall not be liable for any loss (including loss of income), injury, death and/or damages of any nature whatsoever and howsoever arising, including negligence on the part of Southern Sun, which may occur as the result of the use of any products, goods or services offered by partner programmes
  15. Status points may not be carried over after the 24 month rolling period. Status point will expire after the 24 month rolling period
  16. Southern Sun reserves the right to alter, amend or cancel the frequentGuest rewards programme at any time without prior written notice. In addition, the use of points and/or SunRands may be suspended from time to time without prior written notice thereof
  17. Programme participants indemnify and hold harmless, Southern Sun, its subsidiaries, management and employees against any legal action, claim, except where such legal action, claim or suit is a result of gross negligence and unlawful acts on the part of Southern Sun
  18. All customer related queries should be directed to the Southern Sun Customer Contact Centre on 0861 44 77 44 or +27 (0)11 461-9744 for International calls (International calls are charged at standard rates)
  19. Rewards and benefits are applicable only when the member personally occupies the room. When special offers allow for booking more than four rooms, the member must accompany the other party  to receive special rates and any other benefits
  20. Should you misplace or forget your confidential PIN, login to southernsun.com to “Forgot Password” on the home page
  21. By making use of the programme, guests acknowledge that they are aware of the conditions of use. To ensure you receive your membership benefits and rewards, please quote your Southern Sun Rewards member number when making your bookings upon check-in at the hotel
  22. Southern Sun cannot be held responsible for correspondence sent to you, which is lost or delayed in the mail
  23. You may choose to opt out of email marketing communication at any stage by clicking on unsubscribe or by replying STOP to opt out of SMS communication. You will, however continue to receive communications regarding your membership 
  24. Employees of Southern Sun and its subsidiaries may not participate in the frequentGuest programme 

Status Levels

  1. Members earn 1 Status Point for every R10 spent on members qualifying spend on accommodation, food and beverages at Southern Sun owned restaurants and sundry items (i.e. telephone calls, hotel owned laundry services and hotel owned parking) provided it is charged back to the room
  2. SunRands can be earned on a maximum of 4 rooms
  3. Status Points required for each status level:
    • Gold: Entry level
    • Platinum: 3,000 Status Points
    • Black: 9,000 Status Points 
  4. Status will be calculated within a rolling 12-month period
  5. Status Points are not earned on confidential rates
  6. Status points and SunRands are only earned when a qualifying accommodation rate is paid
  7. Members do not earn Status Points when staying at Tete Ferry Sun, SUN1 and Park Station Inn
  8. Members 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. Members that do not maintain or meet the required Status Points will be put on a status level in accordance with their Status Points they have accumulated

Earning SunRands

  1. SunRands earning is dependent on member’s status at the time that the transaction is allocated to the member’s profile. SunRands earning:
    • Gold: earn 5% SunRands
    • Platinum: earn 10% SunRands
    • Black: earn 15% SunRands
  2. SunRands can be earned on a maximum of 4 rooms. To earn SunRands, all rooms need to be booked in the name of the member
  3. Member must be occupying one of the rooms booked
  4. 1 SunRand = 1 South African Rand
  5. SunRands are valid for 24 months from first date of issue, after which period they expire. Unused SunRands older than 24 months will be forfeited
  6. SunRands earned will be allocated to the member 24 hours after check out
  7. SunRands will not be awarded for stays prior to frequentGuest rewards programme join date
  8. Status points and SunRands are only earned when a qualifying accommodation rate is paid
  9. SunRands are not earned on Timeshare or on any reservations booked through Online Travel Agencies (OTA). This restriction includes but is not limited to: earning SunRands on food and beverage purchases, parking, in room dining and any other incidental charges incurred during the member’s length of stay
  10. Members do not earn SunRands when staying at Tete Ferry Sun, SUN1, Park Station Inn and Timeshare
  11. Members purchasing or making use of Timeshare units through the Timeshare sales offices for resort properties do not qualify for SunRands earning
  12. Southern Sun shall not be liable for any loss of value or SunRands from Memberships in any manner and howsoever arising. Members are required to safeguard their PIN, SunRands and any other value linked to their membership against loss, theft or fraudulent use
  13. Members are required to present their membership number together with a valid positive and acceptable form of identification for transactions and claiming discounts, special offers or redeeming of SunRands
  14. The accumulation of SunRands by other persons on behalf of the registered member is expressly prohibited and is grounds for termination of programme participation and forfeiture of SunRands and benefits
  15. Members do not earn on the redemption portion of their stay however should they have to pay in a cash value toward their accommodation they will earn on the top up value on accommodation, food and beverage at hotel owned restaurants and bars plus sundry items (hotel owned laundry services, telephone calls and hotel owned parking)

Accommodation Discounts

  1. frequentGuest rewards members are eligible for accommodation discounts on a maximum of 4 rooms per stay. Rooms booked in excess of the 4 rooms will be subject to the applicable public rate at the time of booking
  2. Discounts are as follows: 
    • 10% discount off public accommodation rates
      • 54 on Bath
      • Arabella Hotel, Golf & Spa
      • Beverly Hills
      • InterContinental Johannesburg O.R. Tambo Airport
      • Mount Grace Hotel & Spa
      • Sandton Sun
      • Sandton Towers
      • Southern Sun Hotels
      • Southern Sun Resorts
      • The Edward
      • SunSquare
      • Garden Court
      • StayEasy
    • Percentage discounts updated, effective from 19 November 2024.
  3. Members making use of Tete Ferry Sun, SUN1, Park Station Inn and Timeshare units at Southern Sun Resorts do not qualify for accommodation discounts
  4. Member discounts are not given on negotiated corporate rates
  5. Members are required to present their membership details and positive identification on check-in for the rates and benefits honoured
  6. Discounts for members are intended for the member when staying and their immediate family (spouse and children) and are not intended for on-sell

Food & Beverage Discounts

  1. frequentGuest rewards members Food and Beverage discount are valid at Southern Sun owned restaurants and bars only. Guests receive a discount when settling their bill directly at the Southern Sun owned restaurant or bar
  2. Member discounts:
    • Gold: 10%
    • Platinum: 15%
    • Black: 20%
  3. A member making use of a Southern Sun owned restaurant in South Africa does not have to be staying in the hotel to receive their discount on Food and Beverage at Southern Sun owned restaurants
  4. Food and Beverage discounts at Southern Sun owned restaurants in non-South African Southern Sun hotels will only be provided if the guest is staying at the hotel
  5. Discounts apply to a maximum of 8 guests, per member, per seating
  6. Discounts are not applicable to room service, banqueting and tips as well as collectors wines
  7. No discount is applicable on package inclusive rates or bill backs to corporates, travel agents and government departments
  8. No double dipping of discounts will be allowed should the member be in possession of more than one frequentGuest rewards membership number or have a discounted benefit through any other rewards/loyalty programmes
  9. Discount is applicable to bills paid by the member and the member must be present
  10. The member must supply their membership number to obtain the discount and thereafter the member will then be required to authorise transaction by providing their PIN number
  11. No retroactive claims will be permitted. For queries and further conditions of use, call the Southern Sun Customer Contact Centre on +27 861 44 77 44

Pre-registration

  1. Pre-registration will be done provided the member has supplied their membership number at time of making their reservation
  2. Membership number, identification and method of payment will be required on check-in

WiFi

  1. As a frequentGuest rewards member you receive FREE uncapped WiFi when staying at our participating hotels
  2. The Free Wireless Internet Access is provided with the expectation that the members will utilize this service in a lawful, professional and responsible manner
  3. Southern Sun offers the Free Wireless Internet service for activities such as the active use of e-mail, instant messaging, browsing the World Wide Web and accessing corporate intranets. The service is not intended for high volume data transfers, especially sustained high volume data transfers, video conferencing, Peer 2 Peer downloads etc
  4. The Free Wireless Internet Access service may be used on up to 5 devices simultaneously
  5. The Free Wireless Internet service is not refundable and/or transferable and cannot be redeemed for cash or any other service
  6. Although Southern Sun will use its best endeavours to have the service available at all times, Southern Sun does not guarantee the availability of the service and shall not be liable in any manner whatsoever in respect of any loss or damages caused by, or arising from, the unavailability of, or any interruption in the service for any reason whatsoever
  7. This Free Internet Access offer can be amended or withdrawn in full or partially at the sole discretion of Southern Sun
  8. WiFi is available in conference areas for delegates using the conference facility. The code to access the WiFi will be issued by the hotel

Redeeming your SunRands

  1. For the purpose of redemption 1 SunRand = 1 South African Rand
  2. SunRands can be redeemed towards
    • Accommodation at participating Southern Sun hotels
    • To pay towards Food & Beverage at Southern Sun owned restaurants and bars. This applies to Southern Sun hotels in South Africa only
    • Hotel parking - when staying at a hotel
    • Tourism levy
    • Sandton Sun Spa treatments, Mount Grace Spa treatments and Arabella Spa treatments
  3. No commission is payable on any SunRands redemption booking
  4. SunRands cannot be redeemed at Tete Ferry Sun, SUN1 and Park Station Inn
  5. SunRands are not transferable in ANY instance
  6. SunRands cannot be used to pay for tips
  7. Members can redeem SunRands towards accommodation online by logging into their profile with the membership number and PIN or by contacting our Customer Contact Centre or hotels directly
  8. Members redeeming via the Customer Contact Centre or hotel will be required to verify their personal details prior to the SunRands being redeemed. Membership number and positive identification will be requested at check-in to ensure the redemption is honoured
  9. Members opting to redeem their SunRands towards their Food and Beverage bill will be required to provide their member number and verify their PIN number when paying their bills with SunRands
  10. Members cannot redeem SunRands on Food and Beverage in Southern Sun owned restaurants outside of South Africa
  11. Cancelled SunRands redemption bookings will be credited 72 hours after cancellation if a refund is due based on the deposit and refund policy of the reservation
  12. No redemption will be honoured on check-out or in a Southern Sun owned restaurant/bar without a member supplying their membership number and the member verifying PIN