Terms and Conditions
Terms & Conditions
Effective Date: 2/12/2015, Updated June 2018
Welcome to the RLH Corporation ("RLH Corporation," "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 RLH, Red Lion Hotels Franchising, Inc., and their respective affiliates (collectively, "RLH Corporation"). 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 (as further defined below) 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 Expedia, Travelocity or Orbitz, etc.), may be considered to be a Qualifying Stay. Stays booked through an opaque web site or auction web sites where they do not disclose the hotel brand until the reservation is complete, may be considered a non-qualifying stay. Qualifying stays may take up to ten (10) business days to post to a Member’s account. Any properties that do not participate within Hello Rewards are outlined below within Section 5, and therefore stays at those 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.
As of May 1, 2017 Qualifying Stays at Canadas Best Value Inn, Americas Best Value Inn, Value Inn Worldwide, Lexington, Jameson Inn, 3 Palms Hotels and Resorts, Signature Inn, Country Hearth Inn & Suites and Americas Best Inns & Suites are eligible to earn Qualifying Stay credit. Stays completed at Canadas Best Value Inn, Americas Best Value Inn, Value Inn Worldwide, Lexington, Jameson Inn, 3 Palms Hotels and Resorts, Signature Inn, Country Hearth Inn & Suites and Americas Best Inns & Suites prior to May 1, 2017 are not considered a Qualifying Stay.
As of June 14th 1, 2018 Qualifying Stays at Knights Inn are eligible to earn a Qualifying Stay credit. Stays completed at Knights Inn properties prior to June 14th, 2018 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. RLH Corporation 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 for up to two rooms 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 RLH Corporation, or any of its affiliates, may forfeit any awards earned.
4. PROGRAM ENROLLMENT, REGISTRATION, AND OPERATION
Hello Rewards Membership: 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 Membership 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 towards earning Hello Rewards Tokens. Hello Rewards Tokens can then be exchanged for reward nights with our Economy Brands or our Midscale and Upscale Brands. One Hello Rewards Token is earned for every seven (7) Qualifying Stays at participating RLH Corporation properties. Once one Hello Rewards Token is earned, that can be exchanged for a complimentary night reward for an Economy Brand property. Once two Hello Rewards Tokens are earned, that can be exchanged for a complimentary night reward for a Midscale and Upscale brand. Participating properties are subject to change without notice. Non-participating properties currently include, but are not limited to those outlined below. Complimentary night rewards post to the Member’s Account within 24 hours of exchanging Hello Rewards Tokens. 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 30 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, stays that occurred earlier than January 1, 2016 at GuestHouse and Settle Inn properties or stays that occurred earlier than May 1, 2017 at Canadas Best Value Inn, Americas Best Value Inn, Value Inn Worldwide, Lexington, Jameson Inn, 3 Palms Hotels and Resorts, Signature Inn, Country Hearth Inn & Suites and Americas Best Inns & Suites properties, or stays earlier than June 14th 2018 for Knights Inn. The Member must contact our Hello Rewards Desk at email@example.com or (888) 606-0563 or may login to 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 18 months. Qualifying Stay credits will expire after 18 months with no Qualifying Stay activity.
Economy Brands include: Canadas Best Value Inn, Americas Best Value Inn, Value Inn Worldwide, Jameson Inn, Signature Inn, Country Hearth Inn & Suites, Americas Best Inns & Suites, GuestHouse and Knights Inn.
Midscale and Upscale brands: Hotel RL, Red Lion Hotels, Red Lion Inn & Suites, Settle Inn, 3 Palms Hotels and Resorts and Lexington
Properties that do not participate in Hello Rewards include: Red Lion Inn & Suites Victoria, Canada, Hudson Valley Resort and Spa and Country Hearth Inn & Suites San Antonio Medical Center
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 available only to Members. It is 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.
Mobile/Web Check-In: Hello Rewards Members with eligible reservations may use Mobile or Web Check-In to check in online or via smart device on the day of arrival at participating RLH Corporation hotels in the U.S.A. Participating hotels may include: (i) franchised hotels that are not owned or operated by RLH Corporation or its affiliates or subsidiaries; or, (ii) hotels managed or leased by RLH Corporation or its subsidiaries or affiliates. Hello Rewards Mobile or Web Check-In will be available beginning at 1:00 a.m. local hotel time for eligible Hello Rewards Members. A Hello Rewards Membership Number or email address is required when making reservations in order to link eligible reservations to Mobile or Web Check-in. During the Hello Rewards Mobile or Web Check-In process, you must login to your Hello Rewards account, provide your estimated time of arrival, select room options (bed type and smoking preference), and confirm the participating hotel can charge the method of payment for your reservation. If you cancel your stay prior to scheduled date of departure once the check-in process has been completed and confirmed, you will be charged a minimum of one night's room accommodations plus any taxes and applicable early checkout fees.
Hello Rewards Mobile or Web Check In users acknowledge that a smoking fee of at least $250 will be applied to their account if they smoke in a room, on the patio or balcony of an area designated as non-smoking. Hello Rewards Members agree to pay any daily parking fee to use the hotel parking facility.
Debit Cards: If you choose to use a debit card, you understand that the authorization amount will be deducted from your account balance. Upon check-out, the total balance will be charged to your card and the remaining authorized amount (if any) will be released. Depending on your financial institution, this release may take seven to ten business days per the institution’s policies. The hotel is not responsible for any overdraft or other fees associated with your debit card.
Upon your arrival at the participating hotel, a current-valid government issued photo identification and the payment card used during the Hello Rewards Mobile or Web Check-In process may be needed at the hotel front desk to receive your room assignment and key(s). You must physically occupy the assigned guest room. If requested, failure to visit the front desk with your credentials may result in your room being released as an early departure, and your payment card being charged one night's room accommodations and any taxes or fees, including early check out fees. These stays are considered non-reward stays. Non-Reward stays are not eligible for loyalty credits or other promotional offers. A Non-Reward stay is described as a stay where a guest uses Hello Rewards Mobile or Web Check-In to check into a participating hotel but does not physically stay at the hotel.
Some reservations made through event planners, travel agents, wholesalers and third party sites may not be eligible for Hello Rewards Mobile or Web Check-In due to their systems inability to capture the Hello Rewards Membership Number in a dedicated field. Reservations made with a Hello Rewards Membership Number in a free form field may not be eligible for Hello Rewards Mobile or Web Check-In. Therefore, those reservations will not appear in the Hello Rewards Member’s My Stays.
Members who reserved a qualified rate such as, but not limited to, AAA, Government, or other rates requiring identification or a certificate at time of check-in may use Hello Rewards Mobile or Web Check-In, but may be required to provide the payment card used for their reservation and appropriate identification, e.g. AAA membership card, government ID, driver's license or promotional certificates, to the hotel front desk agent prior to receiving their room assignment and key.
Hello Rewards Mobile or Web Check-In is available only for participating RLH Corporation hotels and may not be available at all times for all reservations. Hello Reward Mobile or Web Check-In is subject to the terms and conditions of the Hello Rewards Program. RLH Corporation reserves the right to alter or withdraw this program at any time without notice to you.
RLH Corporation 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 ("Reward Nights") are subject to availability and are valid for a one-night stay in a standard room category and cannot be combined with any other offer. All complimentary Rewards Nights have a one-year expiration from the date it is earned and cannot be redeemed for cash value. Complimentary Rewards Nights are not eligible for an extension beyond the expiration date. Hello Rewards Reward Nights reservations, modifications or cancellations can be made by calling Red Lion Reservations (800) 733-5466 or our Hello Rewards Member Services Desk at (888) 606-0563. Reward Night reservations cannot be booked on-property, nor can changes be made on-property. Reward Night reservations and any other stay perks must be made at least 24 hours in advance of the stay. Notification that the Member would like to use a Reward Night must be made at the time of reservation. Member name, Membership Number and perk number should be provided at booking. Hello Rewards 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 Member at check out. Any no show or cancellation made outside the cancellation policy window will result in the Member forfeiting their complimentary Rewards Night. RLH Corporation reserves the right to modify any visit or Reward Night postings made in error. Hello Rewards Reward Nights are redeemable at all participating Hotel RL, Red Lion Hotels, Red Lion Inns & Suites, GuestHouse, Settle Inn, Canadas Best Value Inn, Americas Best Value Inn, Value Inn Worldwide, Lexington, Jameson Inn, 3 Palms Hotels and Resorts, Signature Inn, Country Hearth Inn & Suites, Knights Inn and Americas Best Inns & Suites properties. Blackout dates may apply for Hello Rewards Rewards Night redemption. Special offers and Hello Rewards benefits may not be valid at a participating property which leaves the RLH Corporation 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 RLH Corporation 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. RLH Corporation reserves the right to terminate the Program with six months advance notice to all then-active Hello Rewards Members. RLH Corporation 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 RLH Corporation file for or be subject to a bankruptcy proceeding, the Program will automatically terminate.
10. MEMBER ACCOUNT TERMINATION POLICY:
RLH Corporation 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 RLH Corporation 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 RLH Corporation 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. RLH Corporation also reserves the right to terminate any Hello Rewards account with no activity (as defined by Qualifying Stay) for 18 months. Qualifying Stay credits will expire if Member account has no activity for 18 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 Hello Rewards Membership Number is on the reservation at time of check-out.
The sale or barter of Hello Rewards benefits, other than by RLH Corporation, is prohibited. RLH Corporation 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 or reservations cancelled outside of the property cancelation policy, do not count towards Qualifying Stay credit.
14. NO WARRANTIES:
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, RLH CORPORATION PROVIDES THE PROGRAM, THESE TERMS AND CONDITIONS, AND ALL OTHER SERVICES AND PRODUCTS "AS IS" AND EXPRESSLY DISCLAIMS ANY WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, QUIET ENJOYMENT, ACCURACY, SUFFICIENCY, COMPLETENESS, AVAILABILITY, OR NON-INFRINGEMENT. IN PARTICULAR, RLH CORPORATION 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 RLH Corporation 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. RLH Corporation 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 RLH Corporation, ITS AFFILIATES OR ANY PARTICIPATING HOTEL BE LIABLE FOR ANY INDIRECT CORPORATION, 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, RLH Corporation’s maximum, aggregate LIABILITY to you, and your exclusive remedy under these Terms and Conditions 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 and Conditions 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 and Conditions or the Program will not enlarge or extend the limitation of money damages.
You agree to indemnify, defend and hold harmless RLH Corporation, 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.
RLH Corporation may give you all notices (including legal process) that RLH Corporation 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 RLH Corporation notices by mailing them to the following address:
Red Lion Hotels Corporation
Attn: Member Services
1550 Market St. #350
Denver, CO 80202
19. 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.