Frequent Asked Questions

Gracious Rewards is a Guest Recognition Rewards Programme by Federal Hotels International (FHI) that rewards you with membership privileges/benefits as well as to earn Gracious Rewards Point(s) for Paid Room Night and Food & Beverage Dining at any of our participating FHI Group of Hotels in Kuala Lumpur and Sydney.

As a Gracious Rewards Member, you can enjoy membership privileges/benefits, earn points and redeem your points for Gracious Rewards(GR) Vouchers or Gracious Rewards(GR) Products at the following hotels: The Federal Kuala Lumpur, Malaysia (temporarily closed), Hotel Capitol Kuala Lumpur, Malaysia, Tribeca Serviced Suites Bukit Bintang, Malaysia and The Grace Hotel Sydney, Australia.

No. Gracious Rewards is a complimentary and by invitation only membership. Only individuals aged 18 and above are eligible to enrol in Gracious Rewards programme and become Gracious Rewards members (defined as individuals who have been accepted as Gracious Rewards members by FHI Group of Hotels and who have received Gracious Rewards programme Terms and Conditions). Corporations, Associations or Groups are not eligible for Gracious Rewards membership.

To become a Gracious Rewards Member, please complete the online application form at www.graciousrewards.com. Upon submission, you will receive a Gracious Rewards membership notification with your confirmed Gracious Rewards membership reference number. This Gracious Rewards membership reference number entitles you to enjoy the membership privileges/benefits from Gracious Rewards programme following to your first stay (i.e. at the time you settle the account for the stay at the hotel). Until you receive the Gracious Rewards membership card, subject to other terms & conditions with respect to eligibility, you must always present this Gracious Rewards membership card at any FHI Group of Hotels in order to earn your Gracious Rewards points.

Gracious Rewards membership card will be issued to you on-the spot based on your first stay in any of the FHI Group of Hotels.

Lost Gracious Rewards membership card should be reported immediately to the respective Hotel Gracious Rewards Administrator at either The Federal Kuala Lumpur (temporarily closed), Hotel Capitol Kuala Lumpur, Tribeca Serviced Suites Bukit Bintang or The Grace Hotel Sydney, and a replacement of Gracious Rewards membership card will only be issued upon verification of proper identification.

There will be an administrative fee charged at RM20/AUD20 inclusive of any applicable Government and local taxes for each replacement of Gracious Rewards membership card.

Replacement of Gracious Rewards membership card must be collected by yourself at the respective hotel reception at check-in. FHI, The Federal Kuala Lumpur (temporarily closed), Hotel Capitol Kuala Lumpur, Tribeca Serviced Suites and The Grace Hotel Sydney may impose appropriate service charges inclusive of postage and courier charges for the following reasons:

• Express or Registered post-delivery of Gracious Rewards membership card to your registered Home/Company address;
• Re-delivery of Gracious Rewards membership card which has been returned due to incomplete address or P.O. box address, shifted, no such person or any other failed delivery;
• FHI shall not be responsible for any loss and/or damage to any Gracious Rewards membership card in the course of delivery.

No. Gracious Rewards membership is rewarded on an individual basis, and you can only hold one account at any one time.

Yes. At any time, you may decide to cancel your participation in the Gracious Rewards Programme by sending an email message to graciousrewards@fhi.com.my stating your desire to cancel Gracious Rewards Membership. Gracious Rewards Membership cancellation implies complete and total withdrawal from the Gracious Rewards Programme, thus permanently ending the existing relationship between Gracious Rewards and yourself.

Gracious Rewards Programme offers Gracious Rewards member(s) 4-tiered levels namely Silver, Gold, Platinum and Black. Silver Gracious Rewards is automatically allocated when you first join the Gracious Rewards programme. Black Gracious Rewards is the highest level in Gracious Rewards programme where guest is by exclusive invitation only and approved by FHI/Hotel General Manager e.g. to Chief Executive Officer/Chief Financial Officer/Chief Operations Officer, Director, Managing Director and Chairman of the Company. It is subject to FHI/Hotel General Manager's final discretion and may not be based on earned points.

A Silver Gracious Rewards Member need to spend a minimum of One Paid Room Night at any of our participating FHI Group of Hotels in Kuala Lumpur and Sydney.

A Gracious Rewards membership status changes when he or she qualify to be upgraded to the next membership level based on the number of Gracious Rewards point earned over a 12 months period, as in the Member Benefits page at www.graciousrewards.com. The new status is valid for a period of 12 months and is reviewed at the end of this 12 months period.

A Gracious Rewards member who has not stay or dine in any of the FHI Group of Hotels within the Gracious Rewards programme year of 12 months will be classified as inactive and may result in the forfeiture of any membership privileges/benefits. A Member may reactivate his or her membership at Silver Gracious Rewards level by spending a minimum of One Paid Room Night.

Upgraded new Gracious Rewards membership card must be collected by yourself at the respective hotel reception. FHI, The Federal Kuala Lumpur (temporarily closed), Hotel Capitol Kuala Lumpur, Tribeca Serviced Suites Bukit Bintang and The Grace Hotel Sydney may impose appropriate service charges inclusive of postage and courier charges for the following reasons :

• Express or Registered post-delivery of Gracious Rewards membership card to your registered Home/Company address;
• Re-delivery of Gracious Rewards membership card which has been returned due to incomplete address or P.O. box address, shifted, no such person or any other failed delivery;
• FHI shall not be responsible for any loss and/or damage to any Gracious Rewards membership card in the course of delivery.

Gracious Rewards points will be earned based on Materialized Room Night and Food & Beverage Dining from the date of approved Gracious Rewards membership only. Nett value is taken into without Service Charge, any applicable Government, local taxes and Tourism Tax. Gracious Rewards points can be accumulated immediately from the date of approved Gracious Rewards qualified membership.

A qualifying room rates include Rack Rate, Best Available Rate, Negotiated Corporate Rate, Long Stay Rate. Eligible charges on food & beverage spending include alcoholic and non-alcoholic beverages, tobacco, mini-bar and room service.

Disqualifying room rates that are not eligible to earn Gracious Rewards Points include wholesale agent & travel agents, third-party internet websites & online travel agents/portals, tours or pre-packaged deals through wholesale & travel agents, airlines programme, airline crew, other Airline/Hotel Loyalty club programme, Group/Meetings Incentives Conventions & Exhibitions settled through a Master Bill. Ineligible charges include any applicable Government and local taxes, tourism tax, service charges, gratuities, parking, laundry, dry cleaning, pressing, telephone and in-room internet access.

No. In order to enjoy the membership privileges/benefits as well as to earn Gracious Rewards Points, you must indicate your membership number when making a reservation, and then present a valid Gracious Rewards membership card upon check-in at the hotel reception. The Gracious Rewards member must comply with these terms and conditions to enjoy the privileges/benefits from the Gracious Rewards programme.

Gracious Rewards Points will be issued as below:

The Federal Kuala Lumpur (temporarily closed), Hotel Capitol Kuala Lumpur and Tribeca Serviced Suites Bukit Bintang
Room Revenue : RM1=1 Gracious Rewards Point
Food & Beverage Revenue : RM1=1 Gracious Rewards Point

The Grace Hotel Sydney
Room Revenue : AUD1=3 Gracious Rewards Points
Food & Beverage Revenue : AUD1=3 Gracious Rewards Points

You can earn Gracious Rewards Points on your hotel stay if you book your room at a Qualifying Room Rate or spent on Food & Beverage Dining.

Be sure to provide your membership number when you make a room reservation, and present your valid Membership card when you check into the hotel.

No Gracious Rewards Points will be given for any stay prior to become a Gracious Rewards member. Gracious Rewards Points will be valid only after the Date of your Registration.

Gracious Rewards Points will be credited to your account two weeks after a stay from the date of check-out to post on your Gracious Rewards Account. You can review online by logging into your account.

No. Neither your Membership number nor your Membership card can be used by anyone else to earn Gracious Rewards Points, privileges/benefits or promotion bonus points. The bill for qualifying charges must be made in your registered membership name and you must personally pay for all charges.

Gracious Rewards points are valid for 2 years or 24 months only. Once expired, the Gracious Rewards Points cannot be redeemed for Gracious Rewards Gift Voucher or other products/services.

No. Your Gracious Rewards Points cannot be sold, bartered, exchanged for cash or transferred to other Members.

No. You will not be able to accumulate privileges/benefits and earn Gracious Rewards points from another FHI Loyalty Programme or room booking made via a third party for the same stay i.e. FHI Privilege Club, FHI Gracious Rewards Meeting Planner, wholesale agent rates/travel agents, rates from third-party online travel agents/portals, tours or pre-packaged deals through travel agents, airlines programme, airline crew, other Airline/Hotel Loyalty club programme, Group/Meetings Incentives Conventions & Exhibitions settled through a Master Bill.

No, if you are sharing a room with other Gracious Rewards Members, only One registered Member will be eligible to earn Gracious Rewards Points on Qualifying Room Rate.

No, only the Qualifying Room Rate on the room that you have physically occupied and settled on check-out will be eligible to earn Gracious Rewards Points.

All Gracious Rewards members with a valid Gracious Rewards online account may logging into www.graciousrewards.com to enjoy Gracious Rewards Members’ Discount Benefit on Best Available Rate or Location Sensation.

Discount Benefit on Best Available Rate or Location Sensation are only available after you logging into your online account at www.graciousrewards.com.

No. Discount Benefit on Best Available Rate or Location Sensation are only bookable after you logging into your online account at www.graciousrewards.com.

No. Discount Benefit on Best Available Rate or Location Sensation will only available for your next booking after you logging into your online account at www.graciousrewards.com.

You will receive quarterly e-statement showing the balance of Gracious Rewards Points. This will be sent to the valid e-mail address in your Membership profile. You may also track all your points earned and other account information online by logging into your account.

Yes, you can log into your online account at www.graciousrewards.com under the "Points History" section. You can also update your personal profile and check the many other services available.

Gracious Rewards Points can be redeemed under the Rewards Catalogue section at www.graciousrewards.com. All requests for converting Gracious Rewards points into GR vouchers or GR products are definitive. Gracious Rewards points are automatically deducted from your account when the redemption is requested and processed.

No. It is not possible to redeem your Gracious Rewards Points at the reception desk at the participating hotels. You can only redeem your Gracious Rewards Points for GR vouchers or GR products via www.graciousrewards.com.

No. All Gracious Rewards Points required for GR vouchers or GR products must be earned by the same Member under the same account. Pooling of Gracious Rewards Points is not permitted.

The number of Gracious Rewards points required for GR vouchers or GR products are listed in the Gracious Rewards website at www.graciousrewards.com and are subject to change at any time without prior notice to Gracious Rewards members.

Gracious Rewards points will automatically be deducted based on the category of GR vouchers or GR products redeemed. Redemption of GR voucher or GR product request, once accepted by FHI, The Federal Kuala Lumpur (temporarily closed), Hotel Capitol Kuala Lumpur, Tribeca Serviced Suites Bukit Bintang and The Grace Hotel Sydney, cannot be revoked, cancelled, returned, exchanged and Gracious Rewards points will not be reinstated. FHI, The Federal Kuala Lumpur (temporarily closed), Hotel Capitol Kuala Lumpur, Tribeca Serviced Suites Bukit Bintang and The Grace Hotel Sydney reserves the right to refuse redemption of any GR vouchers or GR products or recall the redeemed GR vouchers or GR products if FHI, The Federal Kuala Lumpur (temporarily closed), Hotel Capitol Kuala Lumpur, Tribeca Serviced Suites Bukit Bintang and The Grace Hotel Sydney have any reason to suspect the Gracious Rewards points were fraudulently accumulated by the respective Gracious Rewards member or wrongly recorded.

You can redeem the GR vouchers or GR products online by logging into your online account at www.graciousrewards.com.

You can redeem the various types of GR voucher or GR product by logging into your online account at www.graciousrewards.com.

The redemption GR voucher is not transferable and will only be accepted together with the presentation of your valid Gracious Rewards membership card.

You can redeem GR vouchers or GR products at least 30 days prior to your arrival by logging into your online account at www.graciousrewards.com.

You are entitled to membership level related privileges/benefits. However, GR voucher spend is not eligible for earning points.

No. Room reservation that redeemed with GR vouchers are not transferable and the room must be occupied by the same person registered under the reservation.

Once a Room reservation redeemed has been confirmed and accepted by FHI, The Federal Kuala Lumpur (temporarily closed), Hotel Capitol Kuala Lumpur, Tribeca Serviced Suites Bukit Bintang and The Grace Hotel Sydney, it cannot be changed (including hotel, room type, arrival date and length of stay), revoked, cancelled, returned, exchanged and Gracious Rewards points will not be reinstated.

No changes are allowed for Room reservation redeemed with GR vouchers. If you cancel the Room reservation, no Gracious Rewards Points will be refunded to you. In the event of a "NO SHOW", all Gracious Rewards Points that have been deducted for the Room reservation would be forfeited.

GR vouchers are valid for a period of 12 months following from the date of issue. The validity expiration date is indicated on the front of each GR voucher. In order for a GR voucher to be valid, it must be used at the issuing hotel before the GR voucher's expiration date. GR vouchers are not reimbursable and cannot, in any case, be subject to re-issuance of Gracious Rewards points in case of loss, theft, destruction or expiration.

Simply follow the few steps below:

• Make a reservation at the selected hotel's room or either food and beverage outlets.
• Print the GR Voucher redemption notification e-mail and present it to the Reception at the respection Hotel in exchange for a GR Voucher.
• Present the GR redemption voucher at the time of payment.
• GR redemption voucher issued must be used within the duration of validation.

No cancellation is allowed for GR redemption voucher once it has been redeemed.

No amendment is allowed once it has been redeemed.

GR redemption vouchers can only be used at the respective hotel participating food and beverage outlets, excluding third party outlets that are contracted out by the hotel.

Yes. A maximum value of RM1,000/AUD1,000-worth, or local currency equivalent, of redemption vouchers can be used to settle payment for each transaction. The Member is required to pay for any spend exceeding the voucher amount.

No. GR redemption vouchers can only be used at the pre-selected hotel on room and participating Hotel's food and beverage outlets within the date of validation.

No. GR redemption voucher is non-transferable and will be deemed void if another person attempts to use it.

No. GR redemption voucher cannot be used to settle charges for your room booking made via a third-party i.e wholesale agent rates/travel agents, rates from third-party online travel agents/portals, tours or pre-packaged deals through travel agents, airlines programme, airline crew, other Airline/Hotel Loyalty club programme, Group/Meetings Incentives Conventions & Exhibitions settled through a Master Bill.

Yes. GR redemption voucher can be used to settle charges if the expenses from participating Hotel's food and beverage outlets are charged to a room account.

You can activate your Gracious Rewards online account by following these steps:

 

• Simply access the Gracious Rewards website at www.graciousrewards.com.
• Enter your "User ID" and "Password".
• Now you will be able to access your account at any time.

Visit “Forgot Password”, enter your user ID and click ‘Submit’. Your password will be sent to the valid e-mail address in your Membership profile. 

You can change your password for your online account by logging into your online account at www.graciousrewards.com and clicking "Password".

You can change your profile for your online account by logging into your online account at www.graciousrewards.com and clicking "Profile".

You may contact the respective Hotel Gracious Rewards Administrator or write to us at graciousrewards@fhi.com.my.