1. THE PROGRAMME: INTRODUCTION
The following Terms and Conditions govern the SÍbySilken Loyalty Programme:
SÍbySilken by HOTELES SILKEN, S.A. With registered address at Avenida Zabalgana, 1 – 01015 Vitoria (Álava), and Tax ID No. A-60850500.
These Terms and Conditions detail the process by which Programme Account Holders obtain and redeem points. Having given express consent, or having consented without the need to physically sign these Conditions (with prior effective knowledge of their existence and content), you, as the Account Holder, declare that you are aware of the content thereof and will be subject to them during the period you remain an Account Holder.
The Account Holder may only take advantage of the benefits of the programme in those establishments and for those services and rates that are included in the Programme at any given moment (the list of hotels included in the Programme can be consulted via the following link): https://www.hoteles-silken.com/es/silken-rewards-destinos/
Hotels “by Silken” are not included in the Loyalty Programme.
SILKEN reserves the right to unilaterally amend these Conditions and the list of establishments, services and special conditions included in the Programme. The Account Holder will have access at all times to the updated General Conditions, via the SILKEN website, from the Loyalty department or via other channels.
2. PARTICIPATION IN THE PROGRAMME
There is no charge for signing up to the Programme.
The channels for applying to join the Programme and enjoying its benefits are as follows:
- Online, completing the form available at www.hoteles-silken.com
- Being signed up by SILKEN reception staff.
Account Holders will have a personal account and online card that accredits their membership of the Programme. The card is personal and non-transferable, and will identify you as the Account Holder, using your personal details and Points Card number. It allows you to participate in the Programme once these General Conditions are accepted or when express consent to said Conditions has been given (in the case of online/telephone inscriptions).
A valid individual e-mail address and ID document are required to sign up to the Programme. The same e-mail address cannot be accepted for two or more members.
3. SÍBYSILKEN REWARD CATEGORIES
Each SÍbySilken customer has a personal, non-transferable account number identifying you using the personal details supplied in order to join the Programme. You can consult this information in your virtual card. SILKEN reserves the right not to issue physical cards.
There are 3 categories in the Programme, awarded according to the number of stays or hotel nights Account Holders build up over a 12 month period.
The criteria for obtaining and remaining in each category are as follows:
- SILVER membership: Basic programme level which all new Account Holders are assigned to.
- These Account Holders may receive Points worth 3% of all invoiced items as stated in these General Conditions, in addition to other benefits.
- GOLD membership: This level is assigned to Account Holders who:
- Stay in Silken Hotels for 20 to 40 nights in a given period.
- These Account Holders may receive Points worth 3.85% of all invoiced items as stated in these General Conditions, in addition to other benefits.
- SILK membership: This level is assigned to Account Holders who:
- Stay in Silken Hotels for more than 40 nights in a given period.
- These Account Holders may receive Points worth 4.80% of all invoiced items as stated in these General Conditions, in addition to other benefits.
The membership categories are awarded or amended directly by SILKEN, applying the aforementioned criteria, which may be reviewed or amended by SILKEN at its discretion at any moment, having previously notified the Account Holder.
The benefits of the SÍbySilken Loyalty Programme are awarded only to physical individuals, who must personally enjoy any membership rewards. Legal persons may not join the programme or build up rewards of any type, including the points issued for hotel nights or purchases.
The Programme categories will be reviewed annually from the inscription date, counting the number of nights or stays built up during the previous twelve months. If this triggers a change of category, the rewards associated with the new category will come into force from the moment the change takes place. Rewards are not issued for meetings and conventions, rooms reserved at special rates offered to travel agents or Silken employees, etc.
Notwithstanding the above, customers who have accumulated enough nights to move up to the next category will automatically do so, without having to wait for the period to expire.
Membership of each category will give the right to the rewards detailed in section 8.
The Programme currency is the Point, whose value is equivalent to 1 euro.
The Points are not exchangeable for cash or other benefits that are not specified in the Programme.
- Obtaining Points
Points are obtained and redeemed personally by the Account Holder.
You will only have the right to accumulate Points for your own room and extras (if any), irrespective of whether the invoice includes other rooms.
Rooms in which you are not staying yourself will not generate Points (even if you booked several rooms in your name). This also applies to extra services consumed.
For the purposes of issuing Points, the following rounding principles will be applied to net invoiced amounts:
When the amount contains a decimal equal to or less than 0.5, it will be rounded down.
- When the amount contains a decimal greater than 0.5, it will be rounded up.
- Unredeemed Points obtained in a twelve month period will expire 24 months after the date they were awarded.
The number of Points you accumulate will be calculated on the net amount of the invoice issued to you as Account Holder, excluding VAT and any other taxes.
There is no upper limit on the number of Points that can be accumulated and will be based on the net value of your invoice, provided this is related to a room reservation.
Points will be added to your account within 3 working days from the invoice date, provided said invoice has been paid in full. Points will not be awarded in the case of no-shows.
To obtain Points, it is only necessary to link a SÍbySilken account to each room, and you as Account Holder must have stayed in said room.
Points and the right to ask for Points to be recorded are subject to expiry rules. The right to ask for unrecorded Points to be added to the account expires 6 months after the purchase that would have generated the right to obtain said points. To ensure the Points are correctly allocated and the claim can be processed, you must provide documentary proof of the purchase giving rise to the Points, by sending an email to sibysilken@hoteles- silken.com attaching an invoice accrediting said purchase.
- Redeeming Points
Points may be redeemed to:
Pay for hotel nights, including breakfast and other services (provided these are associated with a room reservation).
Room points may be redeemed against all room rates, except for special rates for travel agents, SILKEN employees, etc. Reservations made via an online sales channel other than the SILKEN chain’s own website, or via an external intermediary are also excluded.
Points may be redeemed against the final value of the purchases made (excluding the municipal tourist tax). There is a “Mixed Payment” option allowing you to pay using both money and Points.
When Points are redeemed in a hotel included in the Programme to pay for services, this will NOT generate new Points. If a specific hotel ceases to be affiliated to the Programme, Points may no longer be accumulated or used at said Hotel, with no requirement to previously notify the Account Holders. You must, therefore, check prior to making the booking that the Hotel where you wish to redeem the points is affiliated to the Programme.
Points may be transferred between accounts if requested by email to firstname.lastname@example.org . If the recipient is a Programme Account Holder, the transfer will be made immediately. If not, the recipient will be asked to register with the Programme within 30 days so the Points gifted to him/her can be transferred. If after this period the recipient has not registered, the operation will be cancelled and the points reimbursed to the Holder's account.
Once the transfer has been authorised according to the online procedure in place for this purpose, you will lose any rights to the gifted amount and may not reclaim them from SILKEN. The transferred Points will retain their original expiry date and the recipient must, therefore, use them before they expire. Promotional points are not transferable. The transfer of Points will not, under any circumstances, generate new Points.
- Expiry of Points
Account Holders have a period of 24 months to redeem their Points. The Points obtained during each stay will expire 24 months from the date they were awarded unless redeemed.
SILKEN reserves the right to apply other expiry periods to Points awarded as part of promotional campaigns (Promotional Points) in line with the features of each campaign.
If a Gold customer moves down to Silver level, any movements (Points obtained or redeemed) as a Silver customer will not update the expiry date of any outstanding Points, i.e. any Points balance will keep the expiry date recorded in the account.
5. SILKEN HOTELS WEBSITE
Once registered as a SÍbySilken Account Holder, you can access your account by entering the required identification details.
In your SÍbySilken account, you can consult your virtual card, Points balance or movements (Points accumulated and used), modify your personal details, consult information about the Programme and carry out any other operations that SILKEN makes available to Account Holders.
SILKEN accepts no liability in the event of unauthorised access by a third party to your account or for any fraudulent use of the data or information by Account Holders.
Certain limits apply to obtaining and redeeming Points. Account Holders will have access at all times to the updated list of Hotels included in the Programme through the SILKEN website or by calling customer services.
6. ACCOUNT HOLDERS
The status of Account Holder is acquired by completing and signing the Programme subscription form, either physically or online via the website, mobile application, etc.
Account Holders must be over the age of 18 years.
Membership of the Programme is subject to acceptance of these Terms and Conditions. Account Holders will have a single personal account. You will receive a virtual card accrediting you as a member of the Programme, which you can use to take advantage of the benefits offered.
7. PURPOSE AND BENEFITS OF THE PROGRAMME
The purpose of the Programme is to reward the guests of Silken Hotels. Account Holders will receive a virtual card which will allow them to accumulate Points on the net amount invoiced, provided the purchases are associated with a room reservation.
Specifically, Points may be awarded for:
- Every effective hotel stay, i.e., reserved and fully paid at a Silken Hotel that is affiliated to the Programme.
- The purchase of services at each hotel, provided they are linked to a room invoice: restaurant, parking, spa, etc.
Points will not be awarded in the following circumstances:
- Stays paid for by redeeming Points.
- Stays for which the invoice has not been fully paid.
- Banquets (including, among other types of dinner and banquet, Christmas and New Year gala dinners and any other lunch or dinner, irrespective of the number of diners, including wedding celebrations) and the rental of function rooms not associated with a room reservation.
- Rates offered to wholesalers.
- Rates offered to tourist groups and series.
- Rates offered to Silken employees.
- Rates offered for conferences and congresses.
- Rates offered for long stays.
By marking the corresponding box on the data collection form, you authorise Silken to send you marketing correspondence by email (newsletters, offers, promotions, new product information, etc.) about the chain and its establishments.
Finally, you are advised that you may, at any time, exercise your legal rights, in particular, your rights to access, rectify, cancel and contest the data held, by writing to the address above or to the following email email@example.com attaching your request and a photocopy of your ID document.
8. REWARDS BY CATEGORY
Each membership level has a range of rewards or benefits associated with it.
There are rewards common to all categories and some that are specific to the upgraded levels. The associated rewards are not linked to the number of Points accumulated (they are not purchasable using Points) and are only redeemable by members of that category.
*Room upgrades, subject to availability-
*Early check in and late check out, subject to availability. Times may vary by hotel.
*Guaranteed room availability for bookings made at least 72 hours prior to the arrival date; free changes and cancellations up to the arrival date are valid for all room rates except on the dates of special events in the city where the hotel is located.
9. CANCELLING PROGRAMME MEMBERSHIP
Programme membership has no expiry date. The account may, however, be closed under the following circumstances:
A) At the request of the Account Holder:
You may close your Programme account at any time in writing via the Programme website or directly by calling customer services. All Points and rewards will automatically be lost when the card is deactivated and you are no longer an Account Holder.
B) At the request of SILKEN:
SILKEN reserves the right to temporarily suspend or close the account of any Account Holder in the following situations:
- When the Account Holder has not used SILKEN products or services in a 24-month period and there has been no movement on the account via invoices or the redemption of Points.
- When the Programme has been used incorrectly or fraudulently: Failure to comply with the Terms and Conditions, payment irregularities or inappropriate behaviour in a hotel, notwithstanding any claims for damages that SILKEN may make in such cases.
- The death or disappearance of the SÍbySilken Account Holder.
10. PROTECTION OF PERSONAL DATA
In accordance with Article 5 or Organic Law 15/1999 on the Protection of Personal Data (LOPD) and Article 12 of Royal Decree 1720/2007, approving the Regulations implementing said Organic Law, you are advised that the personal details supplied and those submitted and generated during your membership of the Silken Hotels Loyalty Programme will be held in a file managed by the data controller HOTELES SILKEN, S.A., with registered address at Avda. Zabalgana Nº1 Oficina 4, 01015 Vitoria (Álava), for the purposes of optimising the management of said Programme and its rewards, including sending communications about offers, promotions, new products, etc., addressed specifically to its beneficiaries. The correct functioning of the Programme necessarily requires the sharing of certain personal details with the owners of establishments in the chain.