Terms & Conditions
Effective Date: 2/12/2015, Updated March 2016
Welcome to the Red Lion Hotels Corporation, LLC (“RLHC,” “we,” “us,” or “our”) Hello Rewards Program (“Program” or “Hello Rewards”). The following Terms and Conditions (“Terms and Conditions”) form the basis of participation in the Program and are intended to protect individuals who enroll in the Program (“Members,” “you,” or “your”) and Red Lion Hotels Corporation, Red Lion Hotels Franchising, Inc., and their respective affiliates (collectively, “RLHC”). Your participation in the Program is governed by these Terms and Conditions, and it is your responsibility to read and understand all of them.
2. CHANGES TO THESE TERMS AND CONDITIONS:
Change may be necessary and we reserve the right to add to, modify, delete, or otherwise change the Program, including any Terms and Conditions, rules, processes, regulations, travel or other awards, and special offers at any time, in our sole discretion, upon notice to you. We may give notice by posting updated Terms and Conditions on the Program Website, sending you an email, or by any other reasonable means. The Terms in effect at the time you use the Program will apply to your use of the Program. Continued participation in the Program after revised Terms and Conditions are posted indicates your acceptance of the revised Terms and Conditions as well as of any changes or modifications made to them.
Changes to these Terms and Conditions may affect, but are not limited to: partner affiliations, rules for earning benefits, benefit redemption for specific awards, rules for the use of benefits, continued availability of benefits, benefits inventory, benefit types, and the features of special offers.
3. DEFINED TERMS:
One “Qualifying Stay” is a stay of one or more consecutive nights spent at the same hotel (whether or not a Member checks out and checks back in again), during which a Member pays a Qualifying Rate during the stay, and during which a Member will earn Qualifying Stay credits. Reservations made for day use, where the check-in date is equal to the check-out date will not earn Qualifying Stay credits. If a Member is not named on the reservation prior to departing the hotel, the stay is not a Qualifying Stay. Stays booked through an online travel website (some examples include, but are not limited to Hotwire, Priceline, Expedia, Travelocity or Orbitz, etc), may be considered to be a Qualifying Stay. Qualifying stays may take up to ten (10) business days to post to a member’s account. Red Lion Inn & Suites Victoria and Hudson Valley Resort and Spa do not participate in the Hello Rewards Program; therefore stays at this properties are not considered a Qualifying Stay.
As of January 1, 2016 Qualifying Stays at GuestHouse and Settle Inn properties are eligible to earn a Qualifying Stay credit. Stays completed at GuestHouse and Settle Inn properties prior to January 1, 2016 are not considered a Qualifying Stay.
A “Qualifying Rate” is a rate available to the general public for such night, but specifically does not include the following rates: (1) contracted rates (2) room rates for airline staff and crew where rooms are pre-booked and paid for by the airline or directly; (3) other discounted rates; (4) any complimentary, free, traded or bartered night stays, or any stays in connection with gift certificates or Hello Rewards awards or vouchers. RLHC shall determine if a rate is a Qualifying Rate in its sole discretion.
A “Qualifying Member” is a Member whose name appears on the room reservation. Associations, corporations, and groups are not Qualifying Members. If a Qualifying Member reserves and pays for more than one room, Qualifying Stay credits are earned on each room during a Qualifying Stay. Only one member per Qualifying Stay may receive Qualifying Stay credits. If two or more members occupy the same room, Qualifying Stay credits will be awarded only to the member whose name appears on the room reservation. If more than one name is on a single room reservation, Qualifying Stay credits will be awarded to the member whose name appears first. Members who have any past due balance owing to RLHC may forfeit any awards earned.
4. PROGRAM ENROLLMENT, REGISTRATION, AND OPERATION
Hello Rewards Membership Number: Issued after registration as a Member and allows for ease of reservation, as well as enables tracking for Hello Rewards. A Hello Rewards Membership Number must be used when making a reservation or at check-in in order to ensure you receive proper credit for each of your stays. Member cards will not be mailed to Members. Other printed material may be mailed to Members as-needed.
You can view your reservations, view profile details and manage email subscriptions by signing into your Member Portal (www.myhellorewards.com). Past, current, and future reservations that have been made with your Hello Rewards Member number or were added to your profile per your request will be included.
5. EARNING HELLO REWARDS NIGHTS
By logging into your Hello Rewards account before or at the time of each eligible booking, you will earn Qualifying Stay credits that accumulate toward earning reward nights. One complimentary night reward is earned for every seven (7) Qualifying Stays at participating RLHC properties. Participating properties are subject to change without notice. Non-participating properties currently include, but are not limited to Red Lion Inn & Suites Victoria and Hudson Valley Resort and Spa. Complimentary night rewards post to the Member’s Account within 24 hours of all qualifying stay credits. We reserve the right to correct any Hello Rewards values, letters, or e-mail statements sent in error. If you are not properly credited for your Qualifying Stay credits and it has been longer than 10 business days after check out, contact our Hello Rewards Desk at firstname.lastname@example.org or (888) 606-0563 to inquire about your Qualifying Stay. If the Member did not receive Qualifying Stay credit for a previous reservation either through error or because they did not login to their Hello Rewards account prior to booking, upon Member’s request, credit may be issued for Qualifying Stays that occurred up to six months prior to the day the Member makes the request for credit, but not for stays that occurred earlier than December 15, 2014 for Hotel RL, Red Lion Hotels and Red Lion Inn & Suites, or stays that occurred earlier than January 1, 2016 at GuestHouse and Settle Inn properties. The Member must contact our Hello Rewards Desk at email@example.com or (888) 606-0563 or Request Stay from their member portal at www.myhellorewards.com to request credit for a previous Qualifying Stay. Qualifying Stay credit does not expire as long as a Member has at least one Qualifying Stay within 13 months. Qualifying Stay credits will expire after 13 months with no Qualifying Stay activity.
6. HELLO REWARDS MEMBER BENEFITS
In addition to complimentary reward nights, Members may receive additional Program benefits during Qualifying Stays at participating hotels. If a new Member joins on the day of arrival or during their Qualifying Stay, they will need to notify the front desk to associate their Membership with their reservation to enjoy Hello Rewards benefits and to receive Qualifying Stay credit.
Members may receive some or all of the following benefit(s) during a Qualifying Stay:
Hello Rewards Rate: The Hello Rewards Rate is our best rate guarantee and is available only to Members. It is guaranteed to be the lowest unfenced and unmanaged rate (unfenced and unmanaged rates are defined as rates available to the general public that do not require any third party memberships or affiliations, or having any booking conditions other than the standard house policy rules) available when comparing the same arrival-departure dates and room type for non-Members as well as the rates found on third party travel websites, including, for example, Expedia.com, Orbitz and Priceline.com. The Hello Rewards Rate is only valid when Members log into their Hello Rewards account at booking (or tell the call center agent that they are a Member if booking via Red Lion Reservations) and reserve a room using the Hello Rewards Rate. Standard house and/or offer specific cancellation policies apply. Offer is only valid for stays at participating hotels.
Express Check-In: Members can identify that they would like express check-in. A valid credit card must be presented at time of booking to take advantage of express check-in.
Express Check-Out: Members must have a valid credit card associated with their reservation to take advantage of express check-out. The Member’s complete folio will be placed under their door the morning of check-out.
Late Check-Out: If requested and if available, Members may receive priority over non-Members who have also requested a late check-out, up to 3 p.m.
Room Upgrades: Upgrade is subject to availability at time of check-in and will vary by property. The upgrade benefit is available for one room for the personal use of the Member only, regardless of the number of additional rooms reserved by the Member and cannot be guaranteed in advance of check-in. When available, the complimentary upgrade is granted for at least one room level category higher than the room reserved by the Member during every stay.
RLHC reserves the right to add additional Hello Rewards benefits based on our judgment and relationship. Hello Rewards Desk Associates: Specially-trained service professionals are available to answer any questions about Hello Rewards or assist with Member profiles by emailing firstname.lastname@example.org or calling (888) 606-0563.
7. REDEEMING HELLO REWARDS REWARD NIGHTS
Hello Rewards reward nights are subject to availability and are valid for a one-night stay in a standard room category. All complimentary room night rewards have a one-year expiration from the date it is earned and cannot be redeemed for cash value. Complimentary room night rewards are not eligible for an extension beyond the expiration date. Hello Rewards Reward reservations, modifications or cancellations can be made by calling Red Lion Reservations (800) 733-5466, our Hello Rewards Desk at (888) 606-0563. Reward night reservations cannot be booked on-property, nor can changes be made on-property. Reward reservations must be made at least 24 hours in advance of the stay. Notification that the Member would like to use a reward must be made at the time of reservation. Member name and perk number should be provided at booking. Perk number will be sent via email. Reward nights are inclusive of hotel city taxes, however any resort fees or county fees and their associated taxes may be the responsibility of the guest at check out. Any no show or cancellation made outside the cancellation policy window will result in the Member forfeiting their complimentary night reward. RLHC reserves the right to modify any visit or reward postings made in error. Hello Rewards reward nights are redeemable at all participating Hotel RL, Red Lion Hotels, Red Lion Inns & Suites, GuestHouse and Settle Inn Properties. Blackout dates may apply for Hello Rewards reward night redemption. Special offers and Hello Rewards benefits may not be valid at a participating property which leaves the RLHC system or discontinues its participation in Hello Rewards before such offer or award is redeemed, or with respect to any portion of a stay after a hotel leaves the RLHC system or terminates participation. We reserve the right to deduct any Hello Rewards stays credited to an account in error.
8. TRANSFERRING REWARDS
Hello Rewards reward nights may be transferred only to other Program Members. To transfer your Hello Rewards reward night to another Member, you must provide the other member’s information to the Reservation Agent at the time of booking.
9. PROGRAM TERMINATION POLICY
The Program does not have a pre-determined termination date. RLHC reserves the right to terminate the Program with six months advance notice to all then-active Hello Rewards Members. RLHC may terminate the Program immediately upon notice to all then-active Hello Rewards Members in the event of a termination due to the substitution of a similar loyalty replacement program. This means your right to accumulate and claim Hello Rewards benefits may be terminated six months after we give notice of termination. All Hello Rewards benefits (and the value thereof) unredeemed as of the conclusion of the six-month notice period shall be forfeited without remuneration or any further obligation or liability, and no reward claims shall be honored thereafter. Subject to applicable law, should RLHC file for or be subject to a bankruptcy proceeding, the Program will automatically terminate.
10. MEMBER ACCOUNT TERMINATION POLICY:
RLHC may immediately suspend or cancel a Hello Rewards account at any time without notice for any reason and in its sole discretion, including without limitation, if RLHC believes a Member has breached or violated these Terms and Conditions, engaged in misuse or wrongdoing in connection with the Program, acted in a fraudulent, inappropriate, hostile or abusive manner, failed to pay any amount due to any RLHC Hotel, or acted in a manner inconsistent with any applicable law, regulation, rule or ordinance. Such termination will result in an automatic forfeiture of unredeemed Hello Rewards benefits or Qualifying Stay credits without remuneration and you will no longer be eligible to participate in the Program. RLHC also reserves the right to terminate any Hello Rewards account with no activity (as defined by Qualifying Stay) for 13 months. Qualifying Stay credits will expire if Member account has no activity for 13 months.
11. PROGRAM FEES, COSTS, AND ELIGIBILITY:
Membership in the Program is free of charge and is available to individuals residing in countries that legally permit participation in frequent stay programs and who are 18 years of age and older. Program benefits are subject to all applicable laws, rules, regulations, ordinances, and may be subject to applicable taxes and fees. All taxes and fees are the sole responsibility of the recipient.
12. PROGRAM RULES AND RESTRICTIONS:
Program memberships and Hello Rewards benefits are individual, non-transferrable, and may only be used by the Member whose name is listed on the account. You cannot have more than one Program membership. Qualifying Stays will be accounted within the Member account if the name and account number is on the reservation at time of check-out.
The sale or barter of Hello Rewards benefits, other than by RLHC, is prohibited. RLHC reserves the right to confiscate or cancel any Hello Rewards benefits that it deems in its sole discretion to have been transferred, sold, or assigned in violation of these Terms and Conditions.
Cancelled reservations do not count towards Qualifying Stay credit.
14. NO WARRANTIES:
To the maximum extent permitted by applicable law, RLHC provides the Program, these Terms, and all other services and products “as is” and expressly disclaims any warranties of any kind, express or implied, including, but not limited to, warranties of merchantability, fitness for a particular purpose, title, quiet enjoyment, accuracy, sufficiency, completeness, availability, or non-infringement. In particular, RLHC does not represent, warrant, or guarantee that the Program will be uninterrupted, without omissions, or error free, that defects will be corrected, or that the Program will meet your expectations. Neither RLHC nor our Program partners are responsible for requests, applications, correspondence lost or delayed, or theft or unauthorized redemption of Hello Rewards benefits or other Program benefits. We are also not liable for any acts or omissions of third parties or any errors in relation to the Program including but not limited to errors involving pricing, descriptions of hotels, calculation of Hello Rewards benefits, participating hotels, or errors in crediting or debiting stays. RLHC is not responsible for, and reserves the right to correct, any pricing or typographical errors, errors of description, or errors regarding participating hotels, restaurants, and partners.
15. DISCLAIMER OF CERTAIN DAMAGES:
IN NO EVENT SHALL RLHC, ITS AFFILIATES OR ANY PARTICIPATING HOTEL BE LIABLE FOR ANY INDIRECT, SPECIAL, PUNITIVE, INCIDENTAL OR CONSEQUENTIAL DAMAGES OF ANY KIND, WHETHER FORESEEABLE OR NOT, ARISING OUT OF OR IN ANY WAY CONNECTED WITH YOUR PARTICIPATION IN THE PROGRAM OR THESE TERMS AND CONDITIONS. Nothing in THIS section will be interpreted as excluding liability which cannot under Applicable law be excluded. IF YOU LIVE or are otherwise subject to the laws IN ONE OF THOSE JURISDICTIONS, any statutory entitlement available to you will be deemed limited to the extent (if at all) permissible under that LAW AND, IF any LIMITATION IS NOT PERMITTED, THE EXCLUSIONs IN THIS SECTION MAY NOT APPLY TO YOU.
16. LIMITATION OF LIABILITY AND EXCLUSIVE REMEDIES:
To the maximum extent permitted by applicable law, RLHC’S maximum, aggregate LIABILITY to you, and your exclusive remedy under these Terms for any and all damages, injuries, and losses arising from any and all claims and causes of action arising out of, based on, resulting from, or in any way related to these Terms or the Program SHALL BE LIMITED TO THE TOTAL VALUE OF BENEFITS received OR five dollars, $5.00, WHICHEVER IS GREATER. The existence of multiple claims or suits under or related to these Terms or the Program will not enlarge or extend the limitation of money damages.
You agree to indemnify, defend and hold harmless RLHC, its affiliates and their respective officers, directors, employees and agents, from and against any and all claims, damages, obligations, losses, liabilities, costs or debt, and expenses (including but not limited to attorney's fees) arising from: (a) your use of the Program; (b) your violation of any term of these Terms and Conditions; or (c) your violation of any third party right, including without limitation any copyright, property, or privacy right. This defense and indemnification obligation will survive these Terms and Conditions and your enrollment in the Program.
RLHC may give you all notices (including legal process) that RLHC is required to give by any lawful method, including by posting notice on the Program Website or by sending it to any email or mailing address that you provide to us. You agree to keep your account information current and to check for notices posted on the Program Website. You agree to send RLHC notices by mailing them to the following address:
Red Lion Hotels Corporation
Attn: Member Services
201 W. North River Drive
Spokane, WA 99201
20. GOVERNING LAW AND EXCLUSIVE JURISDICTION AND VENUE:
These Terms and Conditions are governed by the laws of the State of Washington, without reference to its conflict of laws provisions. You expressly agree that exclusive jurisdiction and venue for any dispute relating to or arising from these Terms and Conditions or the Program will reside in the State and Federal Courts of Spokane County, Washington.