English日本語简体中文
ARRIVAL
DEPARTURE
CHOOSE YOUR HOTEL
ROOMS
ADULTS
CHILDREN
CANCEL
Book Now

Terms and Conditions

Updated October 2024

Below are the revised terms and conditions that outline the contractual agreement between PT AYANA Hotel Manajemen (referred to as "the Company" or "AYANA Hospitality") and members of the AYANA Rewards program. These updated terms and conditions will come into effect on October 1st, 2024 (referred to as the "Effective Date"), replacing the previous terms and conditions of the AYANA Rewards program. By continuing to participate as a member of the AYANA Rewards program on or after the Effective Date, you are indicating your acceptance of the updated terms and conditions outlined below.

AYANA Rewards is the loyalty program that rewards your discerning taste with unparalleled access to the AYANA experience. Unlock a world of personalized experiences crafted for the privileged few, and enjoy exclusive benefits like complimentary breakfast, late check-out, and preferential room upgrades. Immerse yourself in AYANA's legendary craftsmanship and artful service, and discover a deeper connection to our spellbinding destinations.

The following Terms & Conditions are designed to ensure the best experience for our valued members.

General Terms & Conditions:
  1. Whenever there are changes in personal information, it is the member's responsibility to update their membership record in the AYANA Rewards Members' Portal or inform AYANA Rewards Membership Services in writing.
  2. AYANA Rewards reserves the right to amend the rules, restrictions, program benefits, redemption rewards, and special offers without notice. AYANA Rewards reserves the right to terminate the AYANA Rewards program at any time.
  3. AYANA Rewards makes no warranties or representations, whether expressed or implied and expressly disclaims any liability (including consequential damages) with respect to the quality of goods or services claimed, redeemed and/or enjoyed through the AYANA Rewards. All conditions, warranties or other terms implied by law are excluded to the fullest extent permitted by applicable laws and regulations. In the event any member transfers the use of any Reward Certificate, this Clause shall also apply to the transferee.
  4. The Participating Hotels and/or AYANA Rewards reserve the right to adjust the AYANA Rewards point values as and when necessary to reflect changing market conditions.
  5. Fraud or abuse concerning AYANA Rewards or reward usage is subject to appropriate administrative and/or legal action by the Participating Hotels and/or AYANA Rewards participating partners.
  6. This Program is void where prohibited by law.
  7. AYANA Rewards Loyalty Program is a program operated by the Participating Hotels.
  8. All interpretations of the Program Terms and Conditions shall be at the sole discretion of AYANA Rewards. In the event of any dispute, the member agrees to submit to the exclusive jurisdiction of the courts of Indonesia.
1. Glossary
  1. Active Status: an individual who has participated in website login activity, completed a qualifying stay, made a qualifying spend, or redeemed AYANA Rewards points within 24 months from the date of their last recorded activity.
  2. Reward Point: Points earned through eligible room rates and/or qualifying charges at participating properties, including but not limited to promotional offers and level-based incentives. These points can be redeemed for exclusive experiences, subject to availability and the program's terms and conditions.
  3. Calendar Year: The period from 1 January to 31 December of each calendar year from the date the Member is enrolled, upgraded, renewed, or downgraded into the current membership level.
  4. Level Point: Points earned that count towards qualification for the next higher level or retention of the current level. Level point excludes Bonus Points awarded as part of promotional offers or membership status.
  5. Eligible Night: The count of nights that contribute to a member's rewards status, earned through eligible room rates and/or eligible room reservation channels. The total number of nights stay is determined by the number of rooms booked and the duration of the stay.
  6. Eligible Room Rate: Any published room rate of participating brands that can be found on https://www.ayana.com/, https://rewards.ayana.com/, https://www.delonixhotel.com/ or booked through Eligible Booking Channels. Participating brands reserve the right, at their sole discretion, to designate certain room rates as eligible room rates from time to time.
  7. Eligible Booking Channel: Eligible booking channels encompass Hotel Reservations, https://www.ayana.com/, https://rewards.ayana.com/, and https://www.delonixhotel.com/
  8. Eligible incidental Charge: Refer to any spending at participating restaurants, spas, or recreational facilities managed by the participating brands, whether the member is classified as a hotel guest or a non-hotel guest. Participating brands reserve the right, at their sole discretion, to designate certain transactions as eligible from time to time.
  9. Ineligible Booking Channel: These include third-party platforms, online service providers, online travel agents, wholesalers, organizers or planners, and offline travel agents.
  10. Ineligible Room Rate: These encompass rooms reserved through third-party sites such as online travel agents, offline travel agents, and wholesalers. This category also includes rates designated for groups, weddings, events & conferences, airline crew, family & friends, complimentary stays, free-night awards, room rates billed to a Master Account, commissionable rates, and other special rates not explicitly mentioned.
  11. Brand: Any participating restaurants, spas, or partners (third-party) that provide any services for AYANA Rewards
  12. Pay with Point: Refer to a feature that enables members to book eligible rates by utilizing AYANA reward points.
  13. Redemption Voucher: Refer to any vouchers for free-night rewards, dining, spa, or other categories that can be redeemed using the required points.
2. Membership Eligibility
  1. All individual guests are eligible for AYANA Rewards membership. AYANA Rewards membership is not transferable. A member must not maintain membership or earn points on multiple accounts.
  2. To be eligible for AYANA Rewards point issuance, AYANA Rewards members must maintain active status.
  3. Failure to maintain the member active status will result in the deactivation of their membership, leading to the forfeiture of any accumulated points, irrespective of their expiry date.
  4. AYANA Rewards reserves the right to refuse or terminate Membership without a given reason or reject any application if the required information is not supplied accurately and in full.
3. Membership Level
  1. AYANA Rewards offers three membership levels: Silver, Gold, and Platinum, with Silver being the entry-level.
  2. The table below outlines the required number of Eligible Nights or Level Points to retain or upgrade membership levels:
    3. LevelEligible NightORLevel Points
    SilverN/AN/A
    Gold208,000
    Platinum5020,000
  3. Members must maintain the required level of points or eligible nights until December 31st of the subsequent calendar year following their last upgrade or downgrade. Failure to meet these minimum requirements will result in a downgrade of membership level.
  4. AYANA Membership level remains valid until December 31st of the following calendar year following the last upgrade or downgrade or retention.
  5. Eligible Nights or Level Points are for the sole purpose of determining level status and such criteria may be changed from time to time at the sole and absolute discretion of the AYANA Rewards.
  6. AYANA Rewards reserves the right to change qualifying criteria for Membership upgrades and renewal at any time without prior notice.
4.Member Benefits

4.1 General Conditions

  1. Member who attain AYANA Rewards Gold or AYANA Rewards Platinum status enjoy benefits related to both Hotel Stay and Non-Hotel Stay, detailed in the table below:
    2. BenefitSilverGoldPlatinum
    Member exclusive room discountEligibleEligibleEligible
    Complimentary 1-tier room upgrade on the same booked room classIneligibleEligibleEligible
    Bonus points on eligible spendIneligible25%50%
    Early check-inIneligible11:0011:00
    Late check-outIneligible16:0018:00
    Complimentary 1-time breakfastIneligibleIneligible2 person
    Welcome GiftIneligibleEligibleEligible
    Complimentary amenities when staying during birthdayEligibleEligibleEligible
    Member exclusive discount at participating brandsEligibleEligibleEligible
    Wellness program benefitEligibleEligibleEligible
  2. Benefits for members are non-transferable and can only be claimed by the members themselves.
  3. AYANA Rewards Gold members qualify for 25% bonus points on eligible spending, and AYANA Rewards Platinum members qualify for 50% bonus points. However, transactions at Delonix Residences Karawang are an exception, where AYANA Rewards Gold members earn a 10% bonus for these transactions, while AYANA Rewards Platinum members earn a 25% bonus.
  4. AYANA Rewards Members are entitled to an exclusive room discount at the participating brands
    1. Members are entitled to a member-exclusive room discount when booking through https://rewards.ayana.com/ and signing in as a member.
    2. Members are ineligible to claim the member-exclusive room discount if they sign up after booking a room or if they do not log in when booking a room at the participating brands.
  5. AYANA Rewards Members' Benefits may be subject to availability and blackout periods
  6. AYANA Rewards reserves the right to amend or withdraw any benefits at any time without prior notice to the member.

4.2 Member Benefits for Hotel Stay

  1. Benefits specific to hotel stays for AYANA Rewards members do not extend to those residing at Residences or engaging in long-term stays (exceeding or equal to 30 consecutive nights).
  2. Members must occupy at least one room to be entitled to member benefits related to Hotel Stay. If members are sharing a room with another member, only the member registered for the main reservation will be entitled to the membership benefits. If a member reserves multiple rooms, all member benefits will apply only to the room physically occupied by the members
  3. If a member books a consecutive stay at the same location but in different hotels or room types, the benefits related to hotel stay, such as complimentary breakfast and welcome gift, will only apply during the member's initial stay. regardless whether the member checks out and immediately checks back in again.
  4. Member benefits related to Hotel Stay include:
    1. Complimentary 1-tier room upgrade on the same room class
      1. The complimentary 1-tier room upgrade applies to a maximum limit of 1 room upgrade per member per stay.
      2. This upgrade is valid within the same room category and cannot be used for upgrades to different room categories (e.g., from rooms to suites, suites to villas, etc.).
      3. This benefit does not apply to members who booked residences, multiple-bedroom rooms, and villas.
      4. Availability of the complimentary 1-tier room upgrade is subject to the availability of the participating hotel upon the member’s arrival.
    2. Early Check-in and/or Late Check-out
      1. Members are entitled to early check-in and/or late check-out, subject to availability at the participating hotels upon member’s arrival.
      2. Requests for early check-in at 11.00 are recommended to be made at least 2 days prior to the member’s arrival by providing the flight details and/or estimated arrival time.
      3. Requests for late check-out are recommended to be made at the reception desk upon arrival.
    3. Complimentary amenities when staying during birthday
      Members are entitled to receive a complimentary birthday amenity when staying during their birthday. The complimentary amenities may vary by participating hotels.
    4. Wellness Program Benefit
      1. Members are eligible for the wellness program benefit during their stay at the participating hotels. This benefit applies only to the member registered on the primary room reservation if multiple members are staying in the same room.
      2. The benefit may vary by participating hotels, with details differing based on location.
    5. Complimentary 1-time Breakfast
      1. Complimentary breakfast is provided to AYANA Rewards Platinum members who book rooms with breakfast excluded through the Eligible Booking channels. This offer extends to the member plus one accompanying individual (1 pax), regardless of whether they are adults or children. Members must present the voucher provided by the hotel to avail themselves of the complimentary breakfast benefit. In the event of loss, vouchers will not be reissued.
    6. Welcome Gift
      1. Welcome Gifts are provided to AYANA Rewards Gold and Platinum members during each stay. The specific gift offered may vary by participating hotels, with details differing based on location.
      2. Welcome Gifts are only available to members who book their stay through the Eligible Booking Channels.
      3. Any unused Welcome Gifts before check-out will be deemed to be forfeited
      4. In the event of loss, vouchers will not be reissued

4.3 Member Benefit - Non-Hotel Stay

  1. Members exclusive discount at participating brands
    1. Members can enjoy exclusive discounts at participating brands by presenting their AYANA Rewards membership profile. However, please note that specific terms and conditions may apply at each participating brands.
    2. Failure to present the AYANA Rewards membership profile during payment will render the member ineligible for the exclusive discount at participating brands. These discounts cannot be applied at the hotel front desk during check-out.
5. Points Earning

5.1 General Conditions

  1. Members will earn 1 (one) AYANA Rewards point for every IDR 10,000 spent at participating brands, with the exception of Delonix Hotel Karawang, Delonix Residences Karawang, and Riverside Golf Club. At these locations, members will earn 1 (one) AYANA Rewards point for every IDR 15,000 spent on eligible charges, excluding tax and service charges. Participating brands include AYANA Midplaza Jakarta, AYANA Komodo Waecicu Beach, AYANA Segara Bali, AYANA Villas Bali, AYANA Resort Bali, and RIMBA by AYANA Bali.
  2. Earnings of AYANA Rewards points and redemption of rewards are subject to all applicable laws and regulations.
  3. Points will be rounded down to the nearest whole number of points.
  4. Taxes, service charges, gratuities, and other charges are not categorized as Eligible Incidental Charges, thus, not eligible for earning AYANA Rewards points.
  5. The validity period for accumulated points is 24-months from the date of the last Active Status.
  6. Members must inform the AYANA Rewards Membership Services team within 60 days of their check-out date/transaction date if they notice any missing credits in their AYANA Rewards member account. Failure to notify the Membership Services team within this timeframe will result in the non-crediting of relevant AYANA Rewards points.
  7. Members can verify their points status 7 working days after checking out / transaction. Any claims for missing AYANA Rewards points can be submitted via email to the AYANA Rewards Membership Services team at info@ayanarewards.com or through the "Missing Points Form" on their membership account.
  8. AYANA Rewards reserves the right to deduct points from a member's account balance if the points have been erroneously credited to the account.

5.2 Points Earning – Hotels & Resorts

  1. AYANA Rewards points are reserved for members who adhere to specific criteria during their stay at Eligible Room Rates. These conditions include:
    1. The member must be registered as a staying guest in the reservation.
    2. AYANA Rewards Points can be earned for up to five rooms reserved for the same date at a participating hotel.
    3. All five rooms must be registered under the same membership number or email address as the member.
  2. AYANA Rewards members who solely act as the booker of the room but do not personally check-in and stay at the participating hotels are not eligible to earn AYANA Rewards points for the room and incidental charges incurred during the stay.
  3. At all participating hotels, regardless of the room rate, members booking through any Ineligible Booking Channels are not eligible to receive eligible nights or points for their rooms. However, members can still earn AYANA Rewards points on Eligible Incidental Charges that the member settled to the room.
  4. If members do not settle the Eligible Incidental Charges to their room, members are required to inform the hotel staff at participating brands that they would like to earn AYANA Rewards points from the incidentals.
  5. Guests will be eligible to earn AYANA Rewards points after they become AYANA Rewards members and maintain their Active Status. Points will be credited to members’ accounts up to 7 (seven) working days after check-out.
  6. Eligible Charges for AYANA Rewards points earning:
    1. AYANA Midplaza Jakarta
      1. Room rates include Early Check-in, Late Check-out, and Extra Person charges but exclude Day Use.
      2. In-room service (exclude Minibar)
      3. Restaurant expenditures managed by the hotel (excluding third-party restaurants (e.g., Honzen, KADO))
      4. Selected recreation expenditures
      5. Spa expenditures
    2. Delonix Hotel Karawang
      1. Room rates include Early Check-in, Late Check-out, and Extra Person charges but exclude Day Use.
      2. In-room service (exclude Minibar)
      3. Restaurant expenditures managed by the hotel (excluding third-party restaurants (e.g., Sakana Restaurant))
      4. Selected recreation expenditures
      5. Laundry and Transportation
    3. AYANA Bali (AYANA Villas Bali, AYANA Segara Bali, AYANA Resort Bali, and RIMBA by AYANA Bali)
      1. Room rates include Early Check-in, Late Check-out, and Extra Person charges but exclude Day Use.
      2. In-room service (exclude Minibar)
      3. Restaurant expenditures managed by the hotel (excluding third-party restaurants (e.g., Honzen, Sumizen))
      4. Selected recreation expenditures
      5. Spa expenditures
    4. AYANA Komodo Waecicu Beach
      1. Room rates include Early Check-in, Late Check-out, and Extra Person charges but exclude Day Use.
      2. In-room service (exclude Minibar)
      3. Restaurant expenditures managed by the hotel (excluding third-party restaurants (e.g., Honzen))
      4. Selected recreation expenditures
      5. Spa expenditures
    5. AYANA Lako di’a
      1. Program package charges and overnight stay charter through individual direct booking only, with exceptions of special rates, and any other consumption including alcohol consumption

5.3 Points Earning – Activity

AYANA Rewards Points earn solely for players who both pay for and participate in activities at the Riverside Golf Club. Guests qualify for point accumulation upon enrolling in the AYANA Rewards program, with AYANA Rewards points credited to their accounts within 7 business days post-transaction. AYANA Rewards points at Riverside Golf Club are exclusively attainable for individual players. Events held at the club do not qualify for Points Earning.

    1. Eligible Charges for AYANA Rewards Points Earning:
      1. Green Fees
    2. Ineligible Charges for AYANA Rewards Points Earning:
      1. Service fees
      2. Restaurant expenditures
      3. Spa expenditures
      4. Retail purchases
      5. Riverside Golf Club Membership Purchase

Members who purchase an annual membership at Riverside Golf Club are entitled to a direct upgrade to AYANA Rewards Gold, while those opting for long-term memberships receive a direct upgrade to AYANA Rewards Platinum.

6. AYANA Rewards Redemption

6.1 General Conditions

  1. The safekeep of the Reward Certificates is the sole responsibility of the member. There shall be no replacement of reward certificates.
  2. Benefits and rewards received under AYANA Rewards may be subject to taxes. Such taxes are the sole responsibility of the member who is the recipient of the said benefit or reward.

6.2 Redeeming for Redemption Vouchers

  1. Members may redeem their AYANA Rewards points for redemption vouchers at rewards.ayana.com under the Members’ Portal – Redeem Section. In addition to Members' user IDs and passwords, AYANA Rewards reserves the right to seek other personal information for verification purposes.
  2. Redemption vouchers must be redeemed prior to utilizing the associated products or services. Members must present either the printed or e-voucher sent to their email address as proof of redemption.
  3. If a redemption voucher is used by someone other than the member, the member must inform AYANA Rewards Membership customer service via written email beforehand. Failure to provide this information may result in the hotel refusing to accept the redemption voucher.
  4. Members are responsible for referring to the Terms and Conditions and procedures outlined for each reward before claiming it.
  5. To utilize a redemption voucher, members must make a pre-booking by sending an email to info@ayanarewards.com, specifying their preferred utilization date. Additional surcharges may apply during high/peak season periods.
  6. All redemption vouchers are non-refundable and non-cancellable. Member’s AYANA Rewards points will be deducted at the time of redemption and will follow the redemption policy.
  7. Redemption vouchers will remain valid for up to 6 months (180 days) from the redemption date. However, at a certain period, the redemption vouchers may have a validation period of less than 6 months.
  8. The expiration period indicates the latest date by which a member can utilize the voucher. For free-night vouchers, this refers to the check-out date of the stay. For non-free-night vouchers, it signifies the last date by which the member can utilize the service.
  9. Unused redemption vouchers cannot be returned for credit to the Members' accounts or exchanged for cash or extended.
  10. AYANA Rewards is not responsible for Redemption Partners' withdrawal from the program or Partners' rewards cancellation, which may affect the redemption offered.

6.3 Pay with Points

  1. Members can use the AYANA Rewards points earned to book rooms at participating brands using the Pay with Points feature (cash & points).
  2. A minimum of 500 AYANA Rewards points is required to activate the Pay with Points feature on the membership account.
  3. Members have the option to use their full points or a combination of points and other available payment methods.
  4. Pay with Points is only applicable to room types and rates marked as "Eligible to use AYANA Rewards Points".
  5. Pay with Points is available exclusively for members who book through https://www.ayana.com/, https://rewards.ayana.com/, or https://www.delonixhotel.com/. This feature is not available for bookings made through offline Eligible Booking Channels.
  6. Pay with Points is not applicable to existing bookings that members booked without utilizing the feature.
  7. Members may earn points from room rates and incidental charges during their stay, with points automatically issued within 7 working days after check-out.
  8. The Pay with Points feature may not apply to room offers or promotions unless explicitly permitted by participating hotels.
  9. Members using Pay with Points must adhere to the cancellation policy deadline set by each Participating brand, as outlined within the specific rate details selected at the time of booking. Failure to do so may result in redeemed points not being refunded.
  10. Points used for payment will be refunded to the membership account in the form of points. For payments made using other available methods on the booking engine, refunds will be issued in the same payment method selected during the booking.
7. Data Privacy
  1. AYANA Rewards gathers personal details for membership management and to enhance member experience. This may include name, gender, email address, nationality, birthday, language, phone number, address, country of residence, membership level, points activity, stay history, and AYANA Rewards website login activity for personalization.
  2. Collected information facilitates effective Program management and delivery of benefits. Contact details enable sending program updates and special offers. Additionally, data helps personalize the AYANA experience and improve services based on guest preferences.
  3. In some instances, AYANA may share personal information with trusted third-party service providers who assist with Program operations. These providers adhere to strict data security protocols.
  4. Guests have the right to access, correct, or delete their Program-related personal information. Additionally, opting out of marketing communications is always an option. Clear instructions on exercising these rights are provided within the Program.