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FAQs


What is the criterion for becoming a member of the Serena Prestige Club?

Any person over the age of 18 years is eligible for Serena Prestige Club membership. Membership is only for individuals, and not for a company, group or any other type of establishment.

How do I join the Serena Prestige Club?

You can join the Serena Prestige Club by either signing up online through the Prestige website www.serenaprestigeclub.com or you can fill up a form available at any of our hotels around the globe.

What are the charges for the Serena Prestige Club loyalty memberships?

The membership is free of charge.

How long will it be before I receive my membership card?

Your membership will be processed as soon as we receive the form from you. Once you fill up the form you will get the temporary card immediately, a permanent membership card will be processed once your account has transactions.

How do I earn points?

With every dollar that you spend with us you will be gaining points against the dollars spent. The ratio for earning the points is as follows: US $ 1 = 1 Point Excluding taxes

What kind of rewards do I get with these points?

These points can be redeemed against rooms nights and standard buffets at all Serena Safari Lodges, Camps, Hotels and Resorts.

How can I redeem my points?

Against Rooms: Advance reservations for rooms are required and members must indicate that the reservation is for the Serena Prestige Club redemption. The Prestige website has a list of our properties and against each property number of points indicated which you will need in order to redeem against rooms. At the time of settlement, present your membership card to the attendant who will verify points and deduct the points from your available balance.

What privileges will I get as a Classic Member?

By being a Classic member you will be entering the prestigious circle of our guests. With every qualifying stay you will be earn points against your spend at our Hotels. For complete details of the privileges please click Classic Member Benefits, or refer to our attached brochure.

How do I move to the Gold Tier?

Once you have earned 4000 points during one year of your membership you will be automatically upgraded to the Gold Tier.

What are the benefits of the Gold membership?

As a Gold Prestige member you will be one of our selected members having special benefits and privileges. In addition to the special offers tailored for our Gold Prestige members you will be given priority when booking for your stay through the Program. For complete details of the entitlements for the Gold Membership please click Gold Member Benefits, or refer to our attached brochures.

When will I become the Platinum Member?

In order to become a Platinum member you will need to earn 8000 points during single year of the membership. With this membership you will be one of our few guests who will be availed room up-grades wherever available. For complete details of the entitlements please click Platinum Member Benefits, or refer to our brochure.

What is the duration of membership?

The membership card will be issued for three years. If you remain active during the period of your membership then the card will be reissued for the next three years and so on.

How can I know the points account balance?

Your statement for points will always be available to you through our website www.serenaprestigeclub.com . Alternatively you can always check your points balance on your next visit to  one of our Hotels, Lodges, Resorts or Camps ; all you need to do is to provide your card to our cashier for balance check. In addition your points balance will also be displayed on the every statement generated through your membership card.

Can I give my points to someone else?

No. You cannot give your points to someone else or combine points on multiple cards

How do I change my personal information?

Log onto your online account and select "Edit Account", or alternatively contact our Prestige Club Offices through email or regular mail at the given details:

Asia Office
Manager Serena Prestige Club
Serena Hotels
Tourism Promotion Services (Pakistan) Limited
Islamabad Serena Hotel, Khayaban-e-Suhrawardy
Islamabad, Pakistan
UAN – 111-133-133
Phone: +92 (0) 51 287 4000 - Ext. 5563 +92 (0) 51 287 1181
Fax: +92 (0) 51 287 1181
Email : prestigeclub@serena.com.pk

Africa
Office Manager
Serena Prestige
Club Serena Hotels
4th Floor George Williamson House
4th Ngong Avenue,
P.O. Box 48619,
Nairobi 00100, Kenya
Tel: +254-20-2842231/6
Fax: +254-20-2718100
Email: prestigeclub@serena.co.ke

 

Does the Asia PLUS card work in Africa?

Yes. The card holder is able to accumulate points, however PLUS card discounts are no applicable in Africa.

How do I replace a lost, damaged, or stolen card?

Contact our Regional Offices in Asia or Africa through email at prestigeclub@serena.com.pk or
prestigeclub@serena.co.ke or call us at Phone: +92 (0) 51 287 4000 - Ext. 5563 or at +254-20-2842231/6

I don't know my card number. Can I still replace it? Email us at prestigeclub@serena.com.pk or prestigeclub@serena.co.ke or call us at +92 (0) 51 287 4000 - Ext. 5563 or +254-20-2842000 and we shall be able to provide you with your card number as long as you had registered with us.

Do my points expire?

Yes. The point’s expiration conditions are specified in the terms and conditions of the membership. How will I know about promotions? You may occasionally receive promotions through email, but most of the time we'll give you the inside scoop on new promotions via our website. So don’t forget to regularly visit our website www.serenaprestigeclub.com

Are there Black out Dates?

Yes. It is not possible to redeem points during the Festive Season (Easter- and Christmas Season-23rd December-2nd January)

Got more questions?

Email us and we'll do our best to get you an answer as quickly as possible.