FRASERS HOSPITALITY PTE LTD
+65 6388 9339
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Frequently Asked Questions

  1. What is Fraser World?
    Fraser World is a loyalty programme to recognise guests who are regular patrons of Frasers Hospitality Pte Ltd (Frasers) serviced residences.
     
  2. How do I join Fraser World?
    Simply enrol online and start enjoying your membership privileges right away.
     
  3. Is there a fee to join Fraser World?
    No, membership is free. To join this programme, simply complete the online enrolment form.
     
  4. When will I receive my membership card?
    You will be issued a digital membership card immediately upon your return confirmation of a verification email. Simply login to your account and click on "Membership Card" to retrieve your card.

    To access your digital membership card on your mobile devices, simply turn your devices horizontally at any page to show the card after you have logged on to your account. Click here to find out more.
     
  5. Can I enrol for more than one Fraser World membership?
    Fraser World membership is awarded on an individual basis; hence you can only hold one account at any time.
     
  6. How do I request to replace a missing membership card?
    You can request for a replacement membership card* by login and click on:

    contact chart

    Alternatively, you can contact Fraser World Loyalty Centre
    Telephone: +65 6388 9339
    Email: fraserworld@frasershospitality.com

    *First time request for a card replacement is complimentary. However, subsequent replacements will incur an administration fee of US$10 each.

  7. What are the Fraser World membership tiers and what is my tier upon joining?
    There are three membership tiers – Crystal, Sapphire and Diamond. Crystal status is automatically awarded upon you joining the programme. Click here to find out more on the membership tiers.
     
  8. What are the benefits of Fraser World?
    You can click here to read more on our Fraser World member privileges.
     
  9. What are the requirements for upgrading to the next membership tier?
    Members will be upgraded to the next tier upon achieving the following in the course of either a 12-month or 24-month term from the date of enrolment in the programme:

    Sapphire Membership
    Awarded automatically at the 15th qualifying night, equivalent to 150 points with stays at 3 or more participating Frasers Hospitality Pte Ltd serviced residences or at the 200th qualifying night, equivalent to 2,000 points at any participating Frasers Hospitality Pte Ltd serviced residences.

    Diamond Membership
    Awarded automatically at the 50th qualifying night, equivalent to 500 points with stays at 4 or more participating Frasers Hospitality Pte Ltd serviced residences or at the 500th qualifying night, equivalent to 5,000 points at any participating Frasers Hospitality Pte Ltd serviced residences.


     
  10. I have upgraded to a new membership tier. When will I receive my new membership card?
    Your new status will be reflected immediately on your digital membership card. Upon request, you will receive a new physical membership card within six weeks after you have qualified for an upgraded membership tier.
     
  11. I have achieved Crystal, Sapphire or Diamond membership. When will this expire?
    Crystal membership is valid for a term of 24 months from the date of enrolment. Your membership will be renewed automatically for subsequent terms, if your account stays active with at least one night transaction (for any period) within a term.

    Sapphire Membership
    Depending on whether you were upgraded based on a 12-month or 24-month term, your Sapphire membership will be valid for 12 months or 24 months accordingly from the date of upgrade from Crystal membership. For a 12-month term, your Sapphire membership will be renewed automatically if you have accumulated 15 qualifying room nights or 150 points at 3 or more participating properties within a 12-month cycle. For a 24-month term, you will need 150 qualifying room nights or 1,500 points within a 24-month cycle. If you accumulate less than the required qualifying room nights or points per Sapphire membership term, your membership will be renewed at the Crystal tier.


    Diamond Membership
    Likewise, Diamond membership will be valid for a term of either 12 months or 24 months from the date of upgrade from Sapphire membership. Thereon, your Diamond membership will be renewed automatically upon accumulating 50 qualifying room nights or 500 points at 4 or more participating properties, or 300 qualifying room nights or 3,000 points within a 12-month or 24-month cycle respectively. If you accumulate less than the required room nights or points per Diamond membership term, your membership will be renewed at the Sapphire tier.


    Membership accounts which have been inactive for any period of 24 consecutive months will be closed. Thereupon, all benefits of membership and all unutilised Fraser World points would be cancelled.


     
  12. How is Fraser World points awarded?
    10 Fraser World points will be awarded per night upon a member staying at a qualifying rate at any participating Frasers Hospitality Pte Ltd serviced residence.
    - Members must quote their membership number and where applicable
    - Members must present the membership card at the time of reservation and upon check-in at any participating Frasers Hospitality Pte Ltd serviced residence.
     
  13. What is a qualifying rate?
    Qualifying rate means the actual rate paid by the member for a room at any participating Frasers Hospitality Pte Ltd serviced residence which is the published room rate found on the Frasers Hospitality Pte Ltd website www.frasershospitality.com or at such other rate as the Company may in its sole and absolute discretion include from time to time as a qualifying rate under the Fraser World programme. For avoidance of doubt, unless otherwise specified by the Company, the qualifying rate would not include online travel agent rates, promotional or special rates, sponsored, or bartered rates and qualifying room nights would not include any complimentary stays extended to the member for any reason.
     
  14. Can I be awarded Fraser World points for stays incurred prior to joining Fraser World?
    No, you can only be awarded Fraser World points for stays at qualifying rate, incurred after enrolment to Fraser World.
     
  15. How long will it take for Fraser World points to be credited to my account after my qualifying room stay?
    Fraser World points will be credited to your account within two weeks after a stay at the qualifying rate and upon all relevant payments being made in full.
     
  16. Which are the participating serviced residences in the Fraser World programme?
    Please click here to view the list of participating serviced residences in the Fraser World programme.
     
  17. Is Malmaison and Hotel du Vin included in Fraser World programme?
    No. At the moment Malmaison and Hotel du Vin is not included in the programme, however, we have plan to reward our Frasers World members with these collection of boutique properties in the near future.
     
  18. Which participating serviced residence offers complimentary breakfast?

    Asia Pacific
    Fraser Residence Menteng, Jakarta, Fraser Residence Sudirman, Jakarta, Fraser Place Kuala Lumpur, Fraser Residence Kuala Lumpur, Fraser Place Manila, Fraser Suites Singapore, Fraser Suites Hanoi, Capri by Fraser, Changi City / Singapore, Capri by Fraser, Ho Chi Minh / Vietnam, Capri by Fraser, Kuala Lumpur / Malaysia

    Australia
    Fraser Suites Perth

    North Asia
    Fraser Suites CBD, Beijing, Fraser Suites Guangzhou, Fraser Place Shekou, Shenzhen, Fraser Residence Nankai, Osaka

    Middle East
    Fraser Suites Diplomatic Area, Bahrain, Fraser Suites Dubai, Fraser Suites Doha

    Europe
    Fraser Suites Le Claridge Champs-Elysées, Paris, Fraser Suites Harmonie, Paris La Défense, Capri by Fraser, Barcelona / Spain, Fraser Place Antasya, Istanbul, Fraser Suites Edinburgh, Fraser Suites Glasgow, Fraser Place Queens Gate, London, Fraser Suites Geneva
     
  19. Which participating serviced residence offers in-house F&B discounts?

    Asia Pacific
    Fraser Residence Menteng, Jakarta, Fraser Residence Sudirman, Jakarta, Fraser Place Kuala Lumpur, Fraser Residence Kuala Lumpur, Fraser Place Manila, Fraser Suites Singapore, Fraser Place Robertson Walk, Singapore, Fraser Suites Hanoi, Capri by Fraser, Changi City / Singapore, Capri by Fraser, Kuala Lumpur / Malaysia

    Australia
    Fraser Suites Perth, Capri by Fraser, Brisbane / Australia

    North Asia
    Fraser Place Shekou, Shenzhen

    Middle East
    Fraser Suites Diplomatic Area, Bahrain, Fraser Suites Dubai, Fraser Suites Doha

    Europe
    Fraser Place Antasya, Istanbul, Fraser Suites Edinburgh
     
  20. Which participating serviced residence offers complimentary one-way airport transfer?

    Asia Pacific
    Fraser Residence Menteng, Jakarta, Fraser Residence Sudirman, Jakarta, Fraser Place Kuala Lumpur, Fraser Place Manila, Fraser Suites Singapore, Fraser Place Robertson Walk, Singapore, Fraser Suites Sukhumvit, Bangkok, Fraser Suites Hanoi, Capri by Fraser, Changi City / Singapore, Capri by Fraser, Ho Chi Minh / Vietnam

    Australia
    Fraser Suites Sydney, Fraser Place Melbourne, Fraser Suites Perth

    North Asia
    Fraser Suites CBD, Beijing, Fraser Suites Guangzhou, Fraser Residence Shanghai, Fraser Place Shekou, Shenzhen

    Middle East
    Fraser Suites Seef, Bahrain, Fraser Suites Diplomatic Area, Bahrain, Fraser Suites Dubai, Fraser Suites Doha

    Europe
    Fraser Suites Le Claridge Champs-Elysées, Paris, Fraser Suites Harmonie, Paris La Défense, Fraser Suites Edinburgh, Fraser Suites Glasgow, Fraser Place Anthill, Istanbul, Fraser Place Canary Wharf, London, Fraser Place Queens Gate, London, Capri by Fraser, Barcelona / Spain, Fraser Suites Geneva
     
  21. How do I ensure that all my stays are credited to my account?
    Stays are automatically credited to your Fraser World account each time you quote your membership number upon reservation or present your membership card upon check-in.
     
  22. Do I have to present my membership card upon check-in?
    Yes. Points can only be credited when you present your membership card upon checking in.
     
  23. What if there are missing stays? How can I request for crediting of points?
    If you do not see all of your stays in your "My Transaction History" page when you login, please click here to send a "Missing Points" query to the Fraser World Loyalty Centre.
     
  24. Can I share my membership with friends and family?
    Membership is non-transferable as it is registered exclusively for individual travel. Hence, membership cannot be shared, combined or transferred.
     
  25. If I share a residence with other members, can we all be awarded Fraser World points?
    No, if you are sharing a room with other members, only one member will be awarded Fraser World points.
     
  26. Do I receive credit for more than one room if I pay for group stays?
    Room night credits for Fraser World is for individual travel only. As such, only one card member is entitled to the points credited for the apartment that he/she occupies. Requests to divide or consolidate folios are not accepted.
     
  27. How do I keep track of the points I have earned?
    There are two ways to track your points:
    • An account statement summary will be sent to you every quarter each calendar year via email.
    • You can also review your points on the "Transaction History" page when you login.
     
  28. Can my Fraser World membership be terminated?
    Membership may be terminated for misconduct or fraud, misuse of programme benefits and awards, or failure to follow the programme terms and conditions. Fraser World points will also be revoked. Frasers Hospitality Pte Ltd may also terminate any membership at its complete discretion, at which all Fraser World points, and benefits and privileges will be cancelled.
     
  29. What is the validity of my Fraser World membership card?
    Your Fraser World membership card is valid for 2 years upon confirmation.
     
  30. What will happen if I do not accumulate sufficient points upon expiry of my membership card?
    You can easily re-apply to continue accumulating points towards a higher tier.
     
  31. Will my personal information be kept private?
    At Frasers Hospitality Pte Ltd, protecting your privacy is very important to us. We do not share nor sell any personal information furnished to us in accordance with our Privacy Policy.