Terms & Conditions
Effective Date: 2/12/2015, Updated July 31, 2018
Welcome to the Red Lion Hotels Corporation Hello Rewards Program ("Program" or "Hello Rewards"). The following Terms and Conditions ("Terms and Conditions") form the basis of participation in the Program and govern the relationship between the individuals who enroll in the Program, on the one hand ("Members," "you," or "your") and Red Lion Hotels Corporation, Red Lion Hotels Franchising, Inc., and their respective affiliates (collectively, "RLH") and the independently owned and operated hotels operating under a Participating Brand (as defined below (collectively, the “Hotels”) on the other hand. Your participation in the Program is governed by and subject to these Terms and Conditions, and it is your responsibility to read and understand all of them.
2. CHANGES TO THE TERMS:
Changes to the Terms may affect, but are not limited to the benefits we offer; how they are earned; how and where they may be redeemed; the terms of special offers, if any; whether benefits from third-parties may be available; Hotels at which benefits may be earned; Hotels at which benefits may be redeemed; and so on.
3. DEFINED TERMS:
“Hello Bucks” are rewards that are issued to a Qualifying Member’s Hello Rewards account after check out of each Qualifying Stay. Hello Bucks may not be available for up to 10 days following check out. Unless otherwise stated in the terms of a specific reservation, ten Hello Bucks will be issued for each Qualifying Stay (the number of Hello Bucks issuable are subject to change in the sole discretion of RLH). Hello Bucks have no cash value but may be used by you towards all or any portion of a Reward Stay. Hello Bucks expire six months from the date of issuance, if not used, unless stated otherwise at the time they are earned (the specific expiration date of each Hello Bucks reward is indicated in a Qualifying Member’s account). Hello Bucks may not be transferred and must be used by the Member to whom they were issued. In some cases, please allow Hello Bucks to be credited to a Qualifying Member’s Hello Rewards account within ten days following the conclusion of a Qualifying Stay. We reserve the right to deduct any Hello Bucks awarded to an account in error.
“Participating Brands” include the following brands (which list may be changed from time to time by RLH); only Hotels operating under one of the Participating Brands in the United States or Canada participate in the Program:
- Hotel RL
- Red Lion Hotels
- Red Lion Inns & Suites
- Settle Inn
- Signature Inn
- Knights Inn
- Americas Best Value Inn
- Canadas Best Value Inn
- Lexington (through December 31, 2018 only)
Notwithstanding the foregoing, the following properties do not participate in the Program (and Hello Rewards benefits will not be earned, and cannot be redeemed, at them): Red Lion Inn & Suites Victoria, Canada and Hudson Valley Resort and Spa.
Special offers and Hello Rewards benefits may not be valid at property that leaves the RLH system or discontinues its participation in Hello Rewards before such offer is applied, or with respect to any portion of a stay after a hotel leaves the RLH system or terminates participation.
A “Qualifying Stay” means a stay at which Hello Bucks are earned. To constitute a Qualifying Stay, the stay must be for one or more consecutive nights at the same Hotel (regardless of whether a Member checks out and checks back in again); must have been booked at (and concluded at) a Qualifying Rate (whether booked through a participating online travel website, directly with the Hotel, or with RLH); must have been at a Hotel (which, by definition, includes only those hotels in one of the Participating Brands); must not involve the use of a gift certificate; must not be a complimentary, traded, or bartered stay; and must have been in the name of a person who was a Member as of the check-out date. A Member’s Hello Rewards Member Number must be given at the time the reservation is made (unless a guest enrolled in the Program during an otherwise-Qualifying Stay, in which case the Member Number will be attributed to that stay at the time such Member Number is issued). Note that under no circumstances is a stay booked through an opaque website or auction website (in which the hotel brand is not disclosed at the time the reservation is begun) eligible to be considered a Qualifying Stay. Cancelled reservations or reservations cancelled outside of the property cancellation policy, do not count towards a Qualifying Stay. Members can earn Hello Bucks on reservations that had Hello Bucks applied.
A "Qualifying Rate" is a rate available to the general public for a given night but excludes contracted rates; rates for airline staff and crew at negotiated rates or discounts; or other discounted rates, with or without a rate code. RLH reserves the right to determine whether a rate is a Qualifying Rate in its sole but reasonable discretion.
A "Qualifying Member" is a Member whose name appears on the room reservation at the time of checkout. Associations, corporations, and groups are not Qualifying Members. If a Qualifying Member reserves and pays for more than one room, Hello Bucks are earned for up to two rooms during a Qualifying Stay. Only one Member per Qualifying Stay may receive Hello Bucks. If two or more Members occupy the same room, Hello Bucks 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, Hello Bucks will be awarded to the Member whose name appears first.
4. PROGRAM ENROLLMENT AND MANAGING YOUR ACCOUNT
Enrolling in Hello Rewards is free and simple. You can join Hello Rewards through redlion.com, through the booking process by phone or online, by booking a Member only rate, through the Hello Rewards App and at each property.
Membership in Hello Rewards makes it easier for Members to make and track reservations, and to earn and apply Hello Bucks. Past and future stays, special offers (if any), and Hello Bucks may be monitored and managed through your Hello Rewards account, which may be accessed through our website redlion.com/hellorewards or the Hello Rewards App.
From within your online account you are able to see past, current and future reservations associated with your Membership account, available Hello Bucks, Surprise Perks, profile information and more.
5. APPLYING HELLO BUCKS
Although Hello Bucks have no cash value, Hello Bucks may be applied as if there were cash to a stay at a participating Hotel, subject these Terms and Conditions. Hello Bucks must be applied when booking a reservation through redlion.com or the Hello Rewards mobile app only and may be credited to the overall total amount of the stay for anything on the Member’s folio with the exception of those items expressly excluded by the Hotel (e.g., food and beverage; spa services; or parking, in the Hotel’s discretion). In order to apply Hello Bucks towards a Hotel stay, the Hello Buck must not have expired as of the booking date. If a Member cancels a reservation which had Hello Bucks applied to it, those Hello Bucks will be reinstated with the original expiration date. If that original expiration date has passed, the Hello Bucks are forfeited.
To apply Hello Bucks, log into your Hello Rewards account and make your reservation at the desired participating Hotel. At booking, if you have any Hello Bucks available, you will see the option to apply Hello Bucks to the reservation above the credit card information section. Check the “Apply Hello Bucks” box and select the amount you wish to apply. When Hello Bucks are applied, they will be rounded up to the nearest dollar amount. Any remaining unused Hello Bucks can be applied to a future reservation prior to its expiration.
(Example: (1) Total room rate is $47.51, (2) 50 Hello Bucks are allied to the reservation, (3) 2 unused Hello Bucks will be available in Members online account to use for a future reservation)
Hello Bucks cannot be applied to the same Qualifying Stay for which those Hello Bucks were earned. Any no show or cancellation made outside the cancellation policy window will result in the Member forfeiting their applied Hello Bucks.
Members can earn Hello Bucks on reservations that had Hello Bucks applied.
6. HELLO REWARDS MEMBER BENEFITS
In addition to Hello Bucks, 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 Hello Bucks.
Members may receive some or all of the following benefit(s) during a Qualifying Stay; benefits are subject to change in our sole discretion and may only be available at participating hotels:
Hello Rewards Member Rate:The Hello Rewards Member is available only to Qualifying Members and may be booked only when Members log into their Hello Rewards account at booking (or expressly inform the reservation agent that they are a Member if booking by phone through Red Lion Reservations) and reserve a room using the Hello Rewards rate code. Standard hotel or offer specific cancellation policies included at the time of booking (whichever is more restrictive) apply.
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 Qualifying 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 Qualifying Member during every stay.
Mobile/Web Check-In: Hello Rewards Members with eligible reservations may use Mobile Check-In to check in online or via their smart device on the day of arrival at participating Hotels in the U.S. Hello Rewards Mobile 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 Check-in. During the Hello Rewards Mobile Check-In process, you must log into your Hello Rewards account, provide your estimated time of arrival, select room options (bed type and smoking preference), and confirm the participating Hotel is authorized to charge the method of payment for your reservation. If you cancel your stay prior to the 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 rate plus any taxes and applicable early checkout fees.
All policies of the Hotels (which may vary by Hotel) apply to mobile check-ins (including but not limited to policies regarding parking, pet fees, and smoking policies and related fees).
MEMBER SERVICES; CREDIT FOR PAST QUALIFYING STAYS; ADJUSTMENTS IN HELLO BUCKS
If a Member did not receive Hello Bucks in connection with a previous Qualifying stay, either through error or because they did not log into their Hello Rewards account prior to booking (or advise a telephone reservation representative that he or she was a Member), upon Member’s request, Hello Bucks may be issued for Qualifying Stays that occurred up to six months prior to the day the Member makes the request for credit.
In addition to the foregoing, stays that occurred prior to certain dates are not eligible to be considered Qualifying Stays under any circumstances. Knights Inn properties began participating within Hello Rewards starting July 31, 2018. Stays consumed prior to this date cannot earn Hello Bucks regardless if it is less than six months from the request. Hello Rewards accounts remain in active status as long as a Member has at least one Qualifying Stay within 18 months.
8. STAY CREDITS, FREE NIGHT TOKENS, AND FREE NIGHT PERKS
As of July 31, 2018, Hello Rewards will no longer award Stay Credits toward Free Nights. Any outstanding Stay Credits as of July 31, 2018 will be converted to Hello Bucks at a conversion rate of 10 Hello Bucks for every one Stay Credit. Posting of these Hello Bucks will be posted to accounts within 30 days.
As of July 31, 2018, any Free Night Token or Free Night Perk that has been issued will remain valid through its original expiration date. Free Night Tokens and Free Night Perks must be redeemed by calling Member Services at (888) 606-0563.
9. PROGRAM TERMINATION POLICY
The Program does not have a pre-determined termination date. RLH reserves the right to terminate the Program with six months’ advance notice to all then-active Members. RLH may terminate the Program immediately upon notice to all then-active Members in the event of a termination due to the substitution of a similar replacement program. Subject to applicable law, should RLH file for or be subject to a bankruptcy proceeding, the Program will automatically terminate.
10. MEMBER ACCOUNT TERMINATION POLICY:
RLH 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 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 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 and Hello Bucks without remuneration and the accountholder (the former Member) no longer will be eligible to participate in the Program. RLH also reserves the right to terminate any Hello Rewards account with no activity (as defined by the date of the most recent Qualifying Stay) 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, if any, are the sole responsibility of the Member.
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. Only one Hello Rewards account per Member is permitted. You cannot have more than one Program membership.
The sale or barter of Hello Rewards benefits, other than by RLH, is prohibited. RLH 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.
14. NO WARRANTIES:
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, RLH 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 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. RLH is not responsible for requests, applications, correspondence lost or delayed, or theft or unauthorized redemption of Hello Rewards benefits or other Program benefits. We are 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 (including Hello Bucks), participating Hotels, or errors in identifying Qualifying Stays. RLH is not responsible for, and reserves the right to correct, any pricing or typographical errors, errors of description, or errors regarding participating Hotels.
15. DISCLAIMER OF CERTAIN DAMAGES:
IN NO EVENT SHALL RLH, ITS AFFILIATES OR ANY PARTICIPATING HOTEL BE LIABLE FOR ANY INDIRECT, 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 that cannot be excluded, in accordance with applicable law. 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 the laws of that jurisdiction; if any limitation is not permitted, the exclusions in this section may not apply to you.
By participating in the Program, each Member agrees to release, discharge, and hold harmless, RLH, its affiliates, subsidiaries, and their directors, officers, and employees from all claims arising out of any use or misuse of the Program by that Member. This Release section does not apply to residents of any state or territory in which such a release is invalid as a matter of law.
You agree to indemnify, defend and hold harmless RLH, 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 of the Terms; 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 the Terms, your enrollment in the Program, or the existence of the Program.
RLH may give you all notices (including legal process) that RLH is required to give by any lawful method, including by posting notice on the Program Website; by communicating with you through your Program account; 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 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, EXCLUSIVE JURISDICTION AND VENUE, AND CLASS ACTION WAIVER:
These Terms and Conditions are governed by the laws of the State of Colorado, 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 located in Denver, Colorado. Each Member agrees not to file a class action against RLH or participate in a class action against RLH for any claim or action arising out of the Program or the Terms.