Serena Prestige Club Terms & Conditions

Terms & Conditions


  1. Program Description Definitions.
  2. Definitions.
  3. Program Membership.
  4. Reception & Use of the card.
  5. Cancellation Conditions & Procedures.
  6. Earning / Redeeming Prestige Points.
  7. Program Tiers.
  8. Errors and Retroactive Claims.
  9. Earned Prestige points.
  10. Program Communication.
  11. Data Privacy Policy Member Information.
  12. Member Information


  1. The Serena Prestige Loyalty Program offered by Serena Hotels , was designed to enable Prestige Club members to benefit during their stay at Serena Hotels by participating in the Program and when making purchases at any participating Serena properties.
  2. These Terms & Conditions govern the contractual relationship between (The Company) and Serena Prestige Club Members.
  3. The Serena Prestige Club ("the Club") is a frequent guest program managed and operated by the Serena Hotels.
  4. The Company reserves the right to grant or refuse Membership to the Club. Upon successful enrolment, Members will receive their Membership Cards.
  5. A membership number and temporary membership card will be issued to newly enrolled members. Membership is not transferable and may only be utilized by the Member.
  6. Membership Cards are the property of the Serena Hotels and a fee may be charged for replacing lost or damaged cards.
  7. Misuse of membership Cards or Program benefits may result in immediate termination or suspension of membership or withdrawal of benefits.
  8. Serena Hotels reserves the right to modify the Program structure, benefits and other features including these terms & conditions or to terminate the Prestige Program at any time.


Guest: Person who has not yet accepted the Program's General Terms and Conditions.

Member: A guest who has accepted the Program's General Terms and Conditions.

Prestige Point (s) : It represents a unit of value that corresponds to a monetary expense by the Member at a hotel or participating properties in the program.

Point Scale: Monetary value of a Point.

Reclaims of Prestige Point(s): Credit following a claim by the Member or an error on the part of the Program.

Status: Membership level that defines a specific rate for earning Points as well as advantages received at the hotel. The status depends on the frequency of stay (or the monetary amounts spent at Serena Hotels by the Member during a given period of time.

One Calendar Year: 12 months period of membership

Transaction: The act of crediting or debiting points from a Member's account.

Serena Prestige Club: guest recognition program designed to offer exclusive benefits when transacting within any of the Serena Hotels Globally.

Serena Participating Properties: These are properties that are owned and Managed by Serena


3.1. Membership, Enrollment and Termination

  1. The Program is open to any person who is legally considered an adult in the country in which he or she has the legal capacity to sign a contract. Minors are not legible to participate in the Program.
  2. Serena Management, staff and directors, Tourism Promotion Services Group Companies, are not legible to join the Program.
  3. Enrolment to the Membership in the Program is free, and the nominative Card is strictly personal. The Card may not be lent or sold.
  4. The card does not constitute a means of payment.
  5. Each Card shall bear the Member's name, identification number, and the expiration date of the Member's current status (for Classic, Gold, and Platinum status levels)
  6. Each Member may only possess one Prestige Loyalty card
  7. The Prestige card may only be used by the Member whose name is printed on the card.
  8. The Member is responsible for all operations to and from his or her account.
  9. Program Members accept that these General Terms and Conditions are subject to modification, in whole or in part, at any time, and without notice.
  10. Membership accounts which have been inactive for 12 months will be de-activated. Any member who commits a misconduct, engages in fraud, abuses prestige benefits and awards and fails to adhere to these terms & conditions will have his/her membership terminated. All of his/her benefits and privileges shall cease forthwith and their prestige points will become void immediately.

3.2. How to join the Program

3.2.1 At participating hotels (Managed and Owned by Serena Management)

  1. Guests may join the Prestige Club, by contacting the hotel's reception desk at any time during their stay or by filling in the membership registration form on the Serena Prestige website.
  2. The Guest must provide the necessary information to join the Program in order to obtain a Program Member number. Until the Member receives the card, this number must be presented to the participating Serena hotel in order to earn points.
  3. Enrollment forms will not be processed unless all mandatory fields marked with asterisks are completed correctly and signed. By signing the Form, the members will have accepted to comply with the terms & conditions on submission of enrolments forms.
  4. An E-mail message is sent immediately to the new Member, confirming membership in the Program.
  5. The Member is then entitled to fully benefit from all Program-related services, including access to the Serena Prestige website (checking the Prestige statement account, special offers etc.), recognition by Serena sales centers when making reservations. The new Member may connect to at any time.
  6. Any member who commits a misconduct, engages in fraud, abuses prestige benefits and awards and fails to adhere to these terms & conditions will have his/her membership terminated. All of his/her benefits and privileges shall cease forthwith and their prestige points will become void immediately.


The Card is sent to the Member after his or her first hotel stay(s) after joining the Program. In order to take advantage of Program benefits, the Member must indicate his or her Member number when making reservations and then present the card upon check-in at any of the Serena hotels. The Member must respect these conditions in order to be entitled to Program advantages.

  • A Member of the Program may only cumulate benefits and points from the Serena Prestige Program.
  • The Member must present his or her Card and/or Member number when making a reservation and upon check-in at the hotel.
  • Membership card must be presented during each stay and must be validated by a hotel representative. Members may be required to present personal identification at check-in to verify membership.
  • The Member must not lend his or her Card to any third-party. The membership card is non-transferable and must be signed on the reverse on its receipt.
  • The Member shall not commit fraud or attempt any fraudulent action to obtain points.
  • If the card is lost or stolen, the Member must inform the program Administrator via the Prestige Club contacts section on the Website.


5.1.Cancellation by Member

At any time, the Member may decide to cancel his or her membership in the program by communicating in writing directly to the Prestige Club administrator stipulating his or her desire to cancel. Membership cancellation means complete and total withdrawal from the Program, thus permanently severing the existing relationship between The Serena Prestige Club and the Member.

This severance causes all data pertaining to the Member to be deleted from the Prestige Club database, along with all points remaining in his or her account at the time of cancellation.

5.2. Cancellation by the administrator

Administrator Any use of the Prestige Card (thus of the Program) that does not comply with the present General Terms and Conditions will be subject to appropriate administrative and /or legal action. Serena Hotels has the right to take appropriate action including without limitation, the immediate cancellation of the Card, benefits related to the Card, closing of the Member's account, and deletion of all accumulated Prestige Points, without entitling the Member to claim any compensation of any kind.

5.3. Change in terms & Conditions

Serena reserves the right to alter the terms and conditions, point scale or any other procedures relating to the program with no prior communication. If the member continues to use the membership card 90 days after the above mentioned alterations or changes, the member is deemed to have accepted any such alterations. If the member does not accept the terms, he may terminate his membership.

5.4. Validity of the membership

The membership card is valid for 3 years period for the Classic card. However for the Gold and Platinum card the membership is one year and thereafter is subject to fulfillment of the terms & conditions as specified in clause 7.2 and 7.3.

5.5 Lapsed Accounts

Any membership account which remains dormant for twelve (12) months will be deemed to have become inactive. Members may re-activate their lapsed account within the next two years before the expiry of the third year. If the account still remains dormant the membership will be made permanently inactive.

5.6. Late Cancellation & No shows

Cancellations done within 24 hours to the check in will be charged 100 % of points redeemed.

5.7. Blackout Dates

Unless otherwise specified, members can not redeem points either during the Easter Period or during the Christmas Festive Season ( 23rd Dec- 2nd January)


  1. Prestige Points can be earned on all products & service of Serena Hotels except for:
    • Functions/Conferences-Banqueting or Wedding or Outside Catering Services
    • Video Conferencing
    • Tele Presence
    • Taxi/Shuttles Services/ Car Hire/ City Tours or Excursions/ Game Drives
    • Air Fare element in Airpackages
    • Serena Active Activities (eg Trout Fishing, Nature Walks, Bike Riding, Horse Riding, Lion Tracking, Bird Watching, Masai Dance)
    • Telephone
    • Business Centre Services
    • Internet
    • Guest Shops
    • Pay TV
  2. Prestige Points can only be redeemed against accommodation.
  3. Prestige points cannot be transferred to any person and may only be accumulated and redeemed by the cardholder only.
  4. Bonus points can be earned from specific offers sent to the members from time to time.
  5. For additional rooms booked by the member, points shall only be awarded if family occupies them and the member is personally staying at the time in the hotel and settling the account for all the rooms reserved.
  6. If two members share a room, 50% of the total points due for the occupied room shall be awarded to each member.

Redeeming the points against room nights:

  1. Advance reservations are required and members must indicate that the reservation is for the Serena Prestige Club redemption.
  2. Redemption Bookings can only be done within 30 days of check in date.
  3. Reservations for complimentary stays are subject to room type availability at the time of booking.
  4. Complimentary stays have no cash value and cannot be used in conjunction with other promotional programs.
  5. Crediting of points may take up to a maximum of 7 working days.
  6. Prestige points do not have any cash value. Lost or unused Prestige points may not be redeemed for any monetary amount whatsoever.
Redeeming the points for Standard Buffet Meals
  1. Choose the unit where you want to enjoy your meals.
  2. Confirm the number of points required by either accessing your online account on or by visiting any of our units and having the units swipe the card and confirm the points.
  3. Enjoy the experience and redeem your points.

6.1. Monetary value of a Prestige Point on Earning

  1. A member earns 1 point for every $1 less taxes that is spend subject to terms and conditions on clause 6.0
  2. Prestige Points earned have no monetary value and thus points can not be equated to cash.

6.2. Validity of points

Prestige points are redeemable within a period of 3 years.

6.3. Earning points at all Serena Hotels.

An "Eligible Stay" is one or more consecutive night(s) at the same Serena Property, during which you paid an Eligible Rate and presented your Prestige Member card upon check in / check out

An "Eligible Rate" is the rate you pay for your room, but excludes:

  • Employee rates
  • Complimentary room
  • FAM Trip rates
  • Duty crew room rates
  • Special promotion rates ( unless otherwise specified).
  • Third Party Bookings earn 5 points/ Stay

6.4. Redeeming points at all Serena Participating Hotels.

Reward Redemption

  1. In order to qualify for a reward (a "Reward"), the Member must have sufficient points in his or her account to redeem the Reward from the current Reward catalogue
  2. It is solely the responsibility of the Member to be informed about the Program and to request the specific Rewards online via the, or by E-mail address ( Asia) and (Africa)
  3. A Reward Confirmation, requested by the Member, will be confirmed via E-mail (Africa) and (Asia) E- mail or letter by the Prestige Club.
  4. Rewards may not be sold, auctioned, bartered, brokered or purchased. Any Rewards obtained in this manner by any person or entity will be considered to have been fraudulently obtained and will be deemed void if transferred for cash or other consideration. Altered Reward Confirmations are void and will not be honored.Rewards will not be replaced, reissued or credited if lost, stolen or otherwise destroyed. Rewards for accommodation, refer to clause 5.6 under Cancellations / No shows.
  5. All Rewards are subject to availability and cannot be redeemed for cash, prizes or credit. Rewards are not exchangeable.
  6. All Accommodation rewards must be redeemed in strict accordance with the procedures specified on the booking voucher.


The Program offers Members Three (3) possible status levels based on the member's transactions in Serena's participating hotels. Program status levels are Classic, Gold and Platinum.The Member's status changes when he or she satisfies the conditions for obtaining another level, as described below.

  1. The entry level also known as Classic is the program's base tier; it provides the member opportunity to enjoy accruing points on his or her Stay, Food & Beverage spend amongst other extraordinary experiences.
  2. To qualify for Gold Status, the member requires 4000 points in one calendar year. On qualifying the criteria, member will be sent a new card, corresponding to the new status level. To retain the said status the member will have to accrue 2000 points in the following 12 month period. If the member does not meet the Gold Minimum Requirement in the following subsequent year, the Member will be downgraded to the Classic level at the end of such calendar year and will be issued a new card corresponding to the level. The member's cards will work till the new card is activated through the POS Terminal.

7.1. Prestige Membership Benefits: Classic

A Classic Member earns 1 point for every USD 1 spent excluding taxes on all Eligible Charges incurred and paid for by the member at all Serena Participating Properties.

Over and above earning points as a classic member you may enjoy these benefits each and every time you stay with us:

  1. Welcome VIP amenities
  2. Newspaper in the room (CHS only)
  3. Points accumulation on utilization of rooms and other hotel services
  4. Member Exclusive offers

7.2. Prestige Membership Benefits: Gold

A Gold Member earns 1 point for every USD 1 spent excluding taxes on all Eligible Charges incurred and paid for by the member at all Serena Participating Properties.

As a Gold member, you earn an enviable position in the program, with the right to earn more Prestige Points and access to a luxurious list of exclusive elite privileges.

To qualify for the Gold status one has to accumulate 4000 points in one calendar year.

As a Gold member, when you stay with us; you will enjoy the following benefits:

*Subject to availability.

7.3. Prestige Membership Benefits: Platinum

To qualify for the Platinum status one has to accumulate 8000 points in one calendar year.

As a Platinum member, when you stay with us; you will enjoy the following benefits.

  • Welcome VIP amenities
  • Room upgrades to the higher room category *
  • Local Newspaper in the room(CHS only)
  • Free Spouse stay ( CHS, Room only basis)
  • Priority waitlist
  • Points accumulation on utilization of rooms and other hotel services
  • Members Exclusive offers
  • Early Check - in*
  • Late Check -out*
  • Express check in*
  • Complimentary Swedish massage ( 30 minutes per stay)***
  • Complimentary Bottle of House wine Red/ White on arrival (Africa)
  • Complimentary Bottle of House wine Red/ White on arrival (Asia)**
  • Welcome Gift per stay ( Handicraft Item ) (Asia only)
  • Free WIFI (1Hour per stay own Laptop) Lodges & Resorts. ( Asia)*

*Subject to availability.

** Subject to Government laws.

*** Not Accruable.


8.1. Retroactive Claims

Points can only be backdated only for a period of 6 months from the date of membership.


If the Member notices that his or her Prestige points were not credited correctly within a period of at least one (1) week following his or her hotel stay, the Member may request that the account balance be adjusted within the next 7 working days of said stay (with respect to the check-out date), by filling in the corresponding claim form in the Customer Service section of the website, explaining the purpose of the claim and submitting a copy of the hotel invoice in question.

In order for the Member to be entitled to earn Prestige points, the invoice corresponding to the claim must imperatively be in (or include) the name of the Prestige Member.


The Member can access all information related to his or her membership in the Prestige Program (including the current Prestige points balance) on the website. Any Prestige Member who joins the Program accepts to receive electronic communications on the Program. If the Member no longer wishes to receive communication on E-mail from the Program, he or she may cancel this option at any time without any other consequences. Any changes to E-mail or postal addresses, Member name, or any other relevant membership information must be made by the Member directly in his or her Prestige account via the Website.


This is aligned with Serena Hotels Privacy Policy under on personal information collected. The information collected during the registration process, and related to the use of the Prestige card (Program), is subject to processing in order to be able to handle the Member's request appropriately, to provide the expected services, and, if accepted by the Member, to send him or her information related to the Serena Prestige Club. This information is handled by Serena Hotels, who is responsible for data processing, as well as by its subsidiaries or providers qualified by Serena to manage the Prestige program.

Membership in the Program implies the explicit and unconditional acceptance of these General Terms and Conditions by the Member. The present General Terms and Conditions supersede any previous texts on the subject. In case of a dispute between the Member and Prestige Club, under Serena Hotels both parties agree to first seek out-of-court settlement.


All information and details related to the Prestige Program, in particular with respect to additional services provided by the Serena participating hotels, member benefits, and conditions related to the Prestige rewards, are provided on the Web site.

12.1 Program Availability and Termination

Serena Hotels reserves the right to restrict, suspend, discontinue or cancel any part of or the entire Program upon thirty (30) days' written notice posted on and sent to the electronic mailing address of all Active Members (the "Termination Notice"). No claims for Points will be accepted after the date of the Termination Notice. Any claims made but not approved by the date of the Termination Notice will be deemed invalid and of no effect. Members may redeem earned Points for Rewards up to one hundred and twenty (120) days after the date of the Termination Notice. Points not redeemed within the said period will be forfeited.

  • Welcome VIP amenities
  • Local Newspaper in the room ( CHS only)
  • Priority waitlist
  • Points accumulation on utilization of rooms and other hotel services
  • Members Exclusive offers Late Check- out*
  • Express check in*
  • Free WIFI (30 minutes per stay own Laptop) Lodges & Resorts. ( Asia)*