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4/9/2022admin

My Membership

Where can I check my Tier Points, Casino Dollars and other benefits?

Login to your Member Dashboard to view all of your Membership information, including Tier Status, Tier Review Date, Tier Point balance, Casino Dollars balance and communication preferences. Alternatively, you can view your balances via The Star Club Member Kiosk on-property, or by downloading and logging into The Star App.

Do all of The Star Club properties offer the same benefits?

Your benefits are available to you across The Star Club properties – three world class resorts The Star Sydney, Treasury Brisbane and The Star Gold Coast.

You must be 18 years or over to enter the casino. Please game responsibly. The Gambling Counselling Helpline is available on 1800 858 858, 24 hours a day, 7 days a week and this service is free, independent and confidential.
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How can I update my contact details?

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You can update your mailing address, phone number, email address and communication preferences by logging into the ‘My Details’ section on The Star Club website, The Star App or The Star Club Member Kiosks on-property.

To update your name or residential address, visit The Star Club Desk on property and our friendly team will be able to assist.

I've lost my Membership Card. How can I get a new one?

Simply visit The Star Club Desk on property and our friendly team will be more than happy to print you a replacement card.

What do I do if I need more information about The Star Club?

Visit The Star Club Desk on property and one of our friendly team will be able to assist you.

Tier Model

What is my Tier Review period?

A Membership year is 365 days, and a new Membership year starts on the day after your Tier Review Date each year.

What are Tier Points?

Tier Points determine your Membership Tier within The Star Club.

How do I earn Tier Points?

You earn Tier Points when you use your Membership Card through gaming play, on purchases at selected restaurants and bars, when you stay at one of our luxurious hotels across any of our three properties or enjoy a spa treatment.

How many Tier Points do I need to qualify for The Star Club Tiers?

The Tier Points required to qualify for each Tier are:
Silver: 100 Tier Points
Gold: 1,500 Tier Points
Platinum: 5,000 Tier Points
Diamond: By invitation only

How is my Tier Points balance calculated?

Your Tier Points balance is based on the Tier Points you have earned since your last Tier Review Date. During your Membership year, your Tier Points balance will only go up, showing you what you’ve earned. The Tier Points balance that you end your Membership year with determines your Tier and benefits for the next Membership year. Then on your Tier Review Date each year, your Tier Points balance resets to zero.

How is my Tier reviewed?

Your Tier is reviewed on your Tier Review Date each year, and your next Membership year will be in the Tier based on the number of Tier Points you earned in your last Membership year. To retain your Membership Tier for the next year, you need to earn the relevant number of Tier Points required for that Tier within your current Membership year.

Your Tier Review Date will never change, even if you upgrade. Tier upgrades occur whenever you reach the next Tier Point threshold, and you can enjoy the benefit of your upgraded tier immediately (Complimentary Hotel Night benefits are pro-rated during the time between your upgrade and your next Tier Review Date). Your 365 day entitlement in the upgraded Tier then begins from your next Tier Review Date. The time between the upgrade and your Tier Review Date means you could have longer than 12 months in the upgraded Tier.

How do I know if I’ve earned enough Tier Points to retain my Tier, or to upgrade?

You can log in to your Member Dashboard at www.thestarclub.com.au, on The Star App or at a Member Kiosk to see your Tier Points balance, and how many Tier Points you need to earn to retain your Tier, or to upgrade to the next Tier.

You can also see how many Tier Points you’ve earned today, this week (Monday-Sunday) or this month (calendar month), so you’ll always know how many Tier Points you’re earning.

Casino Dollars

What are Casino Dollars?

Casino Dollars are your on-property currency which you can earn and redeem at any of The Star Club properties, when you use your Membership Card.

How do I earn Casino Dollars?

You earn Casino Dollars for cash, credit or debit card spend every time you use your Membership Card for playtime on the gaming floor, at most restaurants and bars, for hotel stays at any of our three word-class resorts or for treatments at our spas.

Log in and visit the ‘Casino Dollars’ section from your Member Dashboard at www.thestarclub.com.au, through The Star Club App or at a Member Kiosk for more information. Visit www.thestarclub.com.au/venues for participating venues.

Do I earn a Casino Dollar Multiplier?

Gold, Platinum and Diamond members of The Star Club earn a Casino Dollar Multiplier every time they play, stay or dine with their Membership Card.

Gold Members earn a 1.25x Multiplier, meaning they earn Casino Dollars 25% faster than Bronze and Silver Members.

Platinum Members earn a 1.5x Multiplier, meaning they earn Casino Dollars 50% faster than Bronze and Silver Members.

Where can I spend Casino Dollars?

Casino Dollars are your on-property currency that you can redeem for play time on the gaming floor, at selected restaurants and bars on property, for a hotel stay or for a spa treatment.

Will my Casino Dollars expire?

Casino Dollars will expire if you do not earn a Tier Point every 180 days.

Star Gifts

How do I redeem Star Gifts I have earned?

Members of The Star Club can redeem Star Gifts that were earned before 7 October 2020, until 31 December 2020.

To redeem a Star Gift, simply visit one of the Star Gifts Kiosks across our three properties and log in using your Membership Card. There are three categories to choose from; Casino Dollars, Gift Cards and Premium Products. Select the category you wish to redeem from and browse through the catalogue. Select the product item you wish to redeem, and then click 'Add to Cart'. Once you are happy with your selection and provided you have enough Star Gifts earned click 'Checkout' to redeem your gift. All orders are subject to the terms and conditions of The Star Club program.

What gifts can I redeem?

Silver Members can redeem for Casino Dollars (loaded immediately onto your Membership Card at the Star Gifts Kiosk), while Gold Members and higher can also choose from On-Property Gift Cards, Retail Gift Cards or Premium Products. To explore the Star Gifts catalogue and view the full range of products available to each Membership level, login to The Star Club website and see the ‘Star Gifts’ section.

How do I find a specific product?

You can browse for a product at the Star Gifts Kiosk by swiping the product images in the Star Gifts catalogue from right to left. Alternatively, you can use the Star Gifts category tabs – Casino Dollars, Gift Cards and Premium Products which is located above the product catalogue. The Star Gifts category tabs allow you to search for items by category, product name or by gift value.

What if I want to cancel my order?

Once you have placed an order, the order will appear at the bottom of the product catalogue. Cancellation of an order can only be completed prior to checkout and processing of your redemption.

I haven't received my product. When should I expect to receive my product?

We will endeavour to deliver your product/s within 10 business days after the completion of your order. If after 10 business days you have not received your order, please contact The Star Club Team on 1800 223 011, Opening Hours: 8am - 6pm (Monday - Friday) and 8am - 7pm (Monday - Friday) during daylight savings. Closed on NSW and National Public Holidays. Alternatively, you can contact our partner directly and quote the consignment note from the email you would have received upon order confirmation.

Can my products be delivered to a PO Box or parcel locker?

All delivery addresses must be a street address within Australia. Post Office Box addresses or parcel lockers are not accepted.

How much is the delivery charge for my products?

The delivery charge is included and there is no additional payment required for postage. Products will only be delivered to an Australian address.

Can I redeem a product for delivery to another person?

Yes. At the time of order at the Star Gifts Kiosk, simply provide the contact name and delivery address you wish to have the product delivered to (delivery address must be within Australia).

What happens if I'm not happy with my products?

You cannot return a product because you change your mind. If the product is faulty, damaged or unfit for use then without limiting any rights you may have under Australian Consumer Law, it may be returned within the specified warranty period for an exchange or refund. Please contact The Star Club Team on 1800 223 011, Opening Hours: 8am - 6:00am (Monday - Friday) and 8am - 7pm (Monday - Friday) during daylight savings. Closed on NSW and National Public Holidays.

What happens if I lose a gift card?

Gift Cards are subject to the terms and conditions of use stated on the card. A Gift Card redeemed from the Star Gifts Kiosks will not be replaced or refunded if lost, stolen, destroyed or expired.

Hotel Benefits

Where do I check my Complimentary Hotel Night balance?

Available to Gold Members and higher, your Complimentary Hotel Nights balance can be found under the ‘Hotel Benefits’ section after logging into you Member Dashboard at www.thestarclub.com.au , through The Star App or at a Member Kiosk. See the ‘My Benefits’ section for terms and conditions on your Complimentary Hotel Nights.

What happens to my Complimentary Hotel Nights if I upgrade?

You will be able to redeem any unused nights from your current Tier until your Tier Review Date. You will also be issued with Complimentary Hotel Nights from your upgraded Tier pro-rata, based on the time between when you upgrade and your next Tier Review Date.

Members who upgrade from Silver to Gold with:

9-12 months until their Tier Review Date will receive 5 Gold Complimentary Hotel Nights;
6-9 months until their Tier Review Date will receive 4 Gold Complimentary Hotel Nights;
3-6 months until their Tier Review Date will receive 3 Gold Complimentary Hotel Nights; and
0-3 months until their Tier Review Date will receive 2 Gold Complimentary Hotel Nights.

Members who upgrade from Gold to Platinum with:

9-12 months until their Tier Review Date will receive 12 Platinum Complimentary Hotel Nights;
6-9 months until their Tier Review Date will receive 9 Platinum Complimentary Hotel Nights;
3-6 months until their Tier Review Date will receive 6 Platinum Complimentary Hotel Nights; and
0-3 months until their Tier Review Date will receive 3 Platinum Complimentary Hotel Nights.

Can I book my Complimentary Hotel Nights online?

Platinum and Diamond Members can book their Complimentary Hotel Nights online by logging in to their Member Dashboard at www.thestarclub.com.au , or through The Star App in the ‘Hotel Benefits’ section.

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Gold Members can book their Complimentary Hotel Nights by calling Reservations on 1800 700 700 (English) or 1800 560 818 (普通话).

How do I search for and book a hotel via the website?

Available to Platinum and Diamond Members, booking hotel stays online can be done via logging into www.thestarclub.com.au or The Star App and visiting the ‘Hotel Benefits’ section.

Select ‘Book A Room’ and choose your destination, check-in and check-out dates and number of guests. After pressing the ‘Search’ button a list of room options will appear. To view all available rates for a particular room select the ‘Show Rates’ button on the website or simply just select the room type via The Star App. Select the ‘Book Now’ button on your chosen rate type, then proceed to entering your contact information and if applicable, your credit card guarantee to confirm your booking.

All Members can book hotel stays by calling Reservations on 1800 700 700 (English) or 1800 560 818 (普通话).

How many Complimentary Hotel Nights can I book at any one time?

Members entitled to Complimentary Hotel Nights can book up to five Complimentary Hotel Nights in any given month. Maximum two Complimentary Hotel Nights can be used per day. Complimentary Hotel Nights must be used at the time of the booking (if a booking is made using Complimentary Hotel Nights, the stay must redeem those Complimentary Hotel Nights), and cannot be used if the booking was not made as a Complimentary Hotel Night booking. The Membership cardholder must be the person who books, checks in and stays for the duration of the booking. See the ‘My Benefits’ section to view your Complimentary Hotel Nights entitlements and terms and conditions.

Why can’t I see available Complimentary Hotel Nights?

Gold Members of The Star Club can redeem their Complimentary Hotel Nights Sunday-Thursday, subject to availability.

Complimentary Hotel Night redemptions are subject to your current Complimentary Hotel Nights balance and are subject to allocation and availability. Blackout periods apply. The availability of Complimentary Hotel Nights may vary between Members, even those of the same tier, and is based on a variety of factors including on-property spend and recent visits. We cannot guarantee that a Complimentary Hotel Night will be available on a specific date. If the Complimentary Hotel Night allocation has already been exhausted for a date, or has not yet been made available, a Member’s discounted room rate may still be available. Complimentary Hotel Nights must be booked and used within your current Tier Review period and will otherwise expire.

See the ‘My Benefits’ section to view your Complimentary Hotel Nights entitlements and terms and conditions.

How do I book a room on my Member discounted room rate?

Platinum and Diamond Members can book their discount on hotel stays online via the ‘Hotel Benefits’ section of The Star Club website at www.thestarclub.com.au or The Star App and selecting rate type ‘Member Discount Rate [Tier]’ within the online booking system.

Partners of Platinum and Diamond are entitled to their Primary Member’s room discount benefit subject to availability and blackout periods, and your Primary Partner maintaining their Tier. Partners of Platinum and Diamond can book their own room discount outside their Primary Partner’s Tier Review Date.

Silver Members and higher can book their discount on hotel stays by calling Reservations on 1800 700 700 (English) or 1800 560 818 (普通话).

The discounted room rate is based on the best unrestricted flexible rate of the day which changes based on availability and demand. This discount is subject to availability, and blackout periods, and must be booked within your current Tier Review period. Maximum two room discounts can be booked per day.

How do I upgrade my Complimentary Hotel Nights to a suite?

Platinum Members with a Tier Point balance of 10,000 Tier Points or more, and Diamond Members, can upgrade their Complimentary Hotel Nights to a suite by redeeming multiple Complimentary Hotel Nights at once.

Eligible Members can speak to their Host, or call Reservations on 1800 700 700 (English) or 1800 560 818 (普通话) to make a suite upgrade.

How can I be sure my booking has been confirmed?

You will receive your booking confirmation number by email. If you have provided us with your mobile number at time of booking you will also receive your booking confirmation number via SMS.

I lost my email/SMS confirmation, how can I get the email/SMS confirmation re-sent?

Booking confirmations cannot be re-sent to your email/SMS. Platinum and Diamond Members can retrieve booking confirmations online by going to the ‘Hotel Benefits’ section of their Member Dashboard and selecting the ‘My Bookings’ button. This will pull up a list of all the upcoming booking confirmation numbers. Select the confirmation number to view details of that booking.

All Members can call Reservations on 1800 700 700 (English) or 1800 560 818 (普通话) to retrieve the booking confirmation.

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How do I change my booking?

To change your booking, you must first read the terms and conditions for the rate you have booked as some rates have specific conditions for changes. Changes to bookings cannot be made online. To change your booking please call Reservations on 1800 700 700 (English) or 1800 560 818 (普通话). Diamond and Platinum Members can cancel bookings online and make a new booking.

How do I cancel my booking?

Complimentary Hotel Night bookings cannot be changed or cancelled less than 24 hours prior to the start of the stay.

Cancellation conditions periods for room discount bookings may depend on the hotel or the rate booked. You must first read the terms and conditions for the rate you have booked as some rates have specific conditions for cancellations.

All Members can call Reservations on 1800 700 700 (English) or 1800 560 818 (普通话) to cancel bookings, in accordance with the cancelation policy of the reservation.

Platinum and Diamond Members can cancel bookings by logging into The Star Club website or through The Star App in the ‘Hotel Benefits’ section by selecting the ‘My Bookings’ button. Select the confirmation number of the booking you would like to cancel. Details of that booking will appear, then scroll down to the bottom and select the ‘Cancel Booking’ button. You will then receive a cancellation confirmation by email.

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If I booked online, can I contact the hotel directly to change or cancel my booking?

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You can contact the hotel directly to change or cancel your booking. However, you must first read the sales conditions for the rate booked as some rates have specific conditions for changes.