Terms & Conditions
SAROVA ZAWADI LOYALTY PROGRAM TERMS & CONDITIONS
SAROVA ZAWADI LOYALTY PROGRAM is a program operated by the SAROVA HOTELS & RESORTS.
NATURE AND HOLDERSHIP
The SAROVA ZAWADI LOYALTY PROGRAM, also designated as “The Program” is a Guest loyalty recognition program of SAROVA HOTELS & RESORTS.
People eligible for the SAROVA ZAWADI LOYALTY PROGRAM are individuals over 18 years old, who will be assigned a membership card. The membership card is personal and non-transferable, and cannot be transmitted to any third parties, under any circumstances. Whenever the participant wants to enjoy the applicable benefits, such intentions must be communicated to the Loyalty office at SAROVA HOTELS & RESORTS. The participant can maintain his/her contact details and profile updated in the specific personal area on the site under (My Profile) at https://www.tcgms.net/portal/client/SarovaZawadi/en/login .
The following definitions shall apply:
• ‘Member’ is a person who is a member of the Sarova Zawadi Loyalty Program and ‘Membership’ shall be construed accordingly. • ‘Active’ refers to members who have actively used their membership by earning and redeeming points.
• ‘‘Zawadi Loyalty points’ or ‘points’ are the currency earned by using the Sarova Zawadi card. • ‘Benefits’ are the exclusive amenities and services provided to a Member depending on the Tier and points the member has earned.
• ‘Tier’ means the membership level of the Sarova Zawadi Loyalty Program • ‘Tier Points’ are the membership level points earned by a member using the Zawadi card to determine the level status.
• ‘Rewards’ means specified goods or services to be provided by Sarova Zawadi to a Member in exchange for the Zawadi points.
• ‘Website’ refers to https://www.tcgms.net/portal/client/SarovaZawadi/en/login website operated by or on behalf of SAROVA HOTELS & RESORTS where a Member can access details of the Program and manage their Membership.
• ‘Reclaims of Zawadi point(s)’ Credit following a claim by the Member or an error on the part of the Program.
• ‘A Calendar year’ 12 Months period of membership for Emerald and Diamond tiers.
• ‘Transaction’ The act of crediting or debiting points from a Member’s account.
PROGRAM AND GENERAL TERMS AND CONDITIONS:
The Sarova Zawadi Loyalty program was designed to recognize and enable Zawadi Loyalty Members to benefit during their stay at SAROVA HOTELS & RESORTS by participating in the program and when paying for any services at any Sarova properties.
These Terms and Conditions govern the contractual relationship between (The Company) and Sarova Zawadi Loyalty members.
1. SAROVA HOTELS & RESORTS reserves the right to grant or refuse Membership. Upon successful enrolment, Members will receive their Memberships cards.
2. A temporary membership card will be issued to newly enrolled members.
3. Once the physical card has been generated the member will be issued with the card and the temporary card withdrawn.
4. Membership is not transferable and may only be utilized by the member.
5. Membership cards are the property of Sarova Hotels and a fee may be charged for replacing lost or damaged cards.
6. Misuse of membership cards or program benefits may result in immediate termination or suspension of membership or withdrawal of benefits.
7. Sarova Hotels reserves the right to modify the program structure, benefits and other features including the Terms and Conditions or to terminate the Zawadi program at any time.
8. The Sarova Zawadi card is issued by, and remains the sole property of Sarova Hotels.
9. Membership, points, Tiers, Rewards and Benefits are offered at the sole discretion of Sarova Hotels. Sarova Hotels reserves the right to decline to issue or to withdraw the Sarova Zawadi card from a Member at any time. Sarova Hotels further reserves the right to terminate the validity of the Sarova Zawadi card together with the benefits mentioned at any time and for any reason (including but not limited to use of the Sarova Zawadi Loyalty program which Sarova Hotels in its sole discretion deems excessive or unreasonable).
10. The withholding or termination of Membership may result in the loss of all Points accumulated at the time of such withdrawal or termination.
11. Sarova Hotels reserves the right to amend, update, change or delete any aspect of the Sarova Zawadi Loyalty Program at any time. This includes the Terms and Conditions and Program rules, points, Tiers, Tier eligibility, Benefits, Rewards and promotional offers, even if such changes may affect the value of the points, rewards and benefits already collected by the Member. It is the responsibility of each Member to remain aware of any such amendments, updates or changes by acceding the information on the T&C’s on the website.
12. Sarova Hotels will endeavor to advise Members of matters of interest, including notifying them of changes to the Program, promotions and other offers.
13. Black-out dates include but are not restricted to all Public Holidays, Christmas period between 22nd December to 3rd January, & high season.
Application for Membership.
Is at any Sarova properties or directly on the Sarova Zawadi Guest Portal. https://www.tcgms.net/portal/client/SarovaZawadi/en/login .
I. To apply for the Sarova Zawadi membership, the application form must be completely filled and all information fields with asterisks all filled out correctly and if at a Sarova establishment the form given to the Guest Relations Officer.
II. All information required for Membership applications must be supplied accurately and in full.
III. After the Member is successfully enrolled into the Sarova Zawadi program, a welcome email will be sent to the Member confirming the same. Until the Member receives the physical card, they will use the temporary card and this must be presented to the participating Sarova Hotels in order to earn points.
IV. With the membership card provided, the member can now get or confirm their details online account on log in by using their username and password to access https://www.tcgms.net/portal/client/SarovaZawadi/en/login.
V. The physical membership cards will be issued after 7 working days from the day of enrollment.
VI. The member will then be entitled to all benefits from all program related services, including access to the Sarova Zawadi Guest Portal to access their account, offers and promotions and recognition by our Reservations team when making reservations.
VII. The Sarova Zawadi membership card is non-transferrable and may only be used by the member whose signature is on it. Members may be required to provide proof of identification.
VIII. Points issued have no monetary value and are not transferrable and not redeemable for cash or any other form of credit and have no value until presented for redemption in accordance with the Terms and Conditions of this Program.
PROGRAM MEMBERSHIP:
MEMBERSHIP AND ENROLLMENT
1. The Program is open to any person who is legally 18years considered an adult in the country in which he or she has the legal capacity to sign a contract. Minors are not legible to participate in the Program.
2. Sarova associates, directors, travel agents and bookers are not legible to join the Program.
3. Enrolment to join the Program is free, and the Card is strictly personal. The Card may not be given or sold to another party.
4. The card does not constitute a means of payment.
5. Each Card shall bear the Member full name, membership expiration date and Member's current status (for Ruby, Emerald and Diamond tier levels)
6. Each Member may only possess one Sarova Zawadi Loyalty card.
7. The Sarova Zawadi card may only be used by the Member whose name is printed on the card.
8. The Member is responsible for all operations to and from his or her account. Program Members accept that these General Terms and Conditions are subject to modification, in whole or in part, at any time, and without notice.
9. Any member who commits a misconduct, engages in fraud, abuses Zawadi benefits and awards and fails to adhere to these terms & conditions will have his/her membership terminated. All of his/her benefits and privileges shall cease forthwith and their Zawadi points will become void immediately.
10. Bonus points can be earned for specific offers sent to the members from time to time.
11. The member must not lend his or her card to any third party. The membership card is non-transferable and must be signed on the reverse on its receipt by the member.
12. The member shall not commit fraud or attempt any fraudulent action to obtain points.
13. If the card is lost, stolen or damaged, or when there is change of a Member’s address the member must notify the program Administrator via Zawadi Loyalty contacts on sarovazawadi@sarovahotels.com .
MONETARY VALUE OF A ZAWADI POINT ON EARNING.
a) A member earns 1 point for every 100 Kenyan shillings less taxes on spend subject to terms and conditions.
b) Zawadi points earned have no monetary value and the points cannot be equated to cash.
EARNING OF ZAWADI POINTS AT ALL SAROVA HOTELS.
An "Eligible Stay" is one or more consecutive night(s) at the same Sarova Property, during which you paid an Eligible Rate and presented your Zawadi Member card upon check in / check out to be awarded points.
An "Eligible Rate" is the rate you pay for your room, but excludes:
• Employee stays
• Complimentary stays
• FAM Trip stays
• Special promotion offers (unless otherwise specified).
• Third Party bookings through travel agents or directly on the website.
Members can earn points on:
• Accommodation
• Food and Beverage
• Laundry Services
• Spa Treatments or Gym Membership
Members will not earn points on:
a) Events e.g. Weddings
b) All types of Conferences
c) Outside Catering Services.
d) Car Hire/City Tours
e) Game Drives
f) Taxi or Shuttle Services.
g) Air fare in Packages.
h) Transfers
i) Third party services
Reward Redemption
1. To qualify for a Reward (a "Reward"), the Member must have sufficient Points in his or her account to redeem the Reward.
2. When a Reward is requested, the corresponding number of Points will be deducted from the Member's account.
3. The Reward may be issued to the Zawadi Member, or to any other person, as directed by the Member. Once issued, the Reward is not transferable and may be used only by the individual named on the Reward. If a person other than the individual named on the Reward documentation attempts to redeem the Reward, the Reward will be deemed void and accommodations will be denied.
4. A Reward Confirmation document redeemable for the Reward, requested by the Member, will be issued from the Zawadi office or directly from the Guest Portal.
5. Rewards may not be sold or transferred. Any Reward obtained in that manner without the required consent will be considered to have been fraudulently obtained and deemed void.
6. Rewards may not be combined with other discounts, certificates or promotional offers unless otherwise specified in writing by Sarova Hotels.
7. Rewards cannot be redeemed for cash, prizes or credit.
8. Points which have been deducted from the Member's account for a Reward may be re-deposited, in the discretion of Sarova Hotels. Rewards will be re-deposited only into the original account from which the Points were deducted.
9. All Rewards must be redeemed in strict accordance with the procedures specified on the Terms and Conditions.
REDEEMING THE POINTS AGAINST ROOM NIGHTS:
a) Advance reservations request is required and members must indicate that the reservations is for the Sarova Zawadi rewards redemption.
b) Redemption bookings can only be done within 48 hours of check in date and subject to availability.
c) Reward stays have no cash value and cannot be used with any other promotional programs.
d) Manual postings and crediting of points may take up to 5 business working days from day of check out.
e) The Sarova Zawadi Loyalty points do not have any cash value. Lost or unused Zawadi points will not be redeemed for any monetary amount whatsoever.
f) Sarova Zawadi points can only be redeemed against accommodation.
g) Sarova Zawadi points can only be redeemed by the cardholder only.
RESERVATIONS POLICIES
i) Reservations for rewards booking for SAROVA ZAWADI LOYALTY PROGRAM is subject to the rules and policies used by hotel SAROVA HOTELS & RESORTS as per below:
ii) Cancellations:
(a) Confirmed / guaranteed reservations will be charged for the first night’s stay unless cancelled within 24 hours of the arrival date. The same policy applies if the reservation is done with the use of a certificate. In this case the hotel reserves the right to confirm the certificate as redeemed.
iii) No shows:
(a) 100% of payment on points for rewards bookings received is forfeited. If member staying more than one night, only payment for the first night will be forfeited.
iv) Bookings :
(a) Unless arrival is guaranteed with a credit card, points or purchase order, all reservations will be regarded as unconfirmed and the hotel reserves the right to release the reservation on the arrival date.
TERMS AND USE OF THE BENEFITS
i) Participants will need to present their SAROVA ZAWADI card along with valid proof in the form of a Passports or identification card. The Hotel reserves the right to seek other personal information or any other means of identification required for verification purposes.
ii) The benefits granted by the SAROVA ZAWADI LOYALTY PROGRAM are neither compatible nor cumulative with those of other Programs of SAROVA HOTELS & RESORTS.
iii) All benefits mentioned above are valid throughout the validity of membership unless otherwise stated by SAROVA HOTELS & RESORTS.
iv) The guest Portal https://www.tcgms.net/portal/client/SarovaZawadi/en/login will be updated with information on the benefits of the Program for the different tiers.
v) SAROVA HOTELS & RESORTS reserves the right to restrict, suspend, discontinue or cancel, any of the benefits at any time without prior notice;
vi) Black-out dates include but are not restricted to all Public Holidays, Christmas period between 22nd December to 3rd January, & High season at selected properties.
TERMS OF CLAIMING REWARDS
i) To claim a Reward, SAROVA ZAWADI LOYALTY PROGRAM Members will need to present their SAROVA ZAWADI card along with valid proof of in the form of a Passports or identification card. The Hotel reserves the right to seek other personal information or any other means of identification required for verification purposes.
ii) To claim a Reward, ZAWADI Members will need to have earned sufficient Points to redeem.
iii) When a Reward is redeemed, the Points corresponding to that Reward will be deducted from the Members account.
iv) All Redemption Rewards are subject to availability.
v) Points issued have no monetary value and are not transferrable and not redeemable for cash or any other form of credit and have no value until presented for redemption in accordance with the terms and conditions of this Program.
PROGRAM COMMUNICATION
i) The member can access information regarding their points status via the Guest Portal on https://www.tcgms.net/portal/client/SarovaZawadi/en/login. ii) Members must provide a valid e-mail address, telephone number as per requirement when signing up for the Program;
i) By being a member of the program you agree to accept communications from SAROVA HOTELS & RESORTS as per Privacy Policy. The communications will take the form of promotional items, statements of account, membership status reminders and any other reward specific updates through any communication and correspondence channels that SAROVA HOTELS & RESORTS may deem fit.
VALIDITY OF THE MEMBERSHIP
The Ruby membership card is valid for a period of 3 years. However the Emerald and Diamond membership cards will be valid for one year and thereafter is subject to Terms and Conditions a specified.
PRIVACY OF DATA AND APPLICABLE LAW
i) We process your personal information in accordance with the Sarova Hotels Privacy Policy (The Privacy Policy").
ii) In the terms of the applicable law, and in the scope of his/her participation in the SAROVA ZAWADI LOYALTY PROGRAM, the participant explicitly authorizes that the personal data provided to the SAROVA ZAWADI LOYALTY PROGRAM or gathered during the rendering of the services by the hotel included in the context of the Program, is collected and processed by any company that is part of the SAROVA HOTELS & RESORTS.
iii) The data processing referred to in the previous number is intended for the Management and operation of the SAROVA ZAWADI LOYALTY PROGRAM namely concerning the service rendered to the participants of sending commercial information, by electronic mail, mobile phone, telemarketing or mail, regarding products and services of SAROVA HOTELS & RESORTS as a whole, as well as on products and services of third parties, namely connected with the leisure, tourism and food and beverage sectors.
iv) The participant will be able, at any moment, to exert the rights foreseen in the personal data protection laws, namely on the issue of access, rectification, cancellation and opposition, and must do so in writing to the SAROVA ZAWADI LOYALTY office by sending an electronic mail to the address Sarovazawadi@sarovahotels.com after accessing the Guest portal in which he/she can register his/her claim after providing valid identification.
v) The terms and conditions of the SAROVA ZAWADI LOYALTY PROGRAM are governed in accordance with the laws of Kenya and in the event of a dispute; the proper venue for litigation will be in Kenya. The prevailing party in the event of litigation shall be entitled to recover its court costs and reasonable attorney fees.
CHANGES IN TERMS AND CONDITIONS.
Sarova Hotels reserves the right to change or alter the Terms and Conditions, point scale or any detail relating to the Zawadi program with no prior communication. If the Member continues to us the Membership card, the member is deemed to have accepted any such alterations. If the Member does not accept the terms, they may terminate the membership.
CANCELLATIONS CONDITIONS AND PROCEDURES.
i) At any time, a Member may terminate their membership by submitting a written a letter or communicating in writing directly to the Sarova Zawadi office stipulating his or her desire to cancel membership. Membership will be terminated immediately upon receipt of the notice.
ii) Membership shall automatically terminate upon the death of a Member. Points accumulated prior to these circumstances will be immediately cancelled.
iii) Sarova Hotels reserves the right to suspend or terminate the membership of any Member if the member appears to be using the program in a manner inconsistent with these Terms and Conditions or intent of the program or any portion of the program, including but not limited to, improper collection of points or tier points or improper use of the benefits.
iv) Any use of the Sarova Zawadi card which is the program that does not comply with the present general Terms and Conditions will be subject to appropriate administrative and /or legal action.
v) Sarova Hotels has the right to take appropriate action including without limitation the immediate cancellation of the card, benefits related to the card, closing the member’s account, and deletion of all accumulated Zawadi points, without entitling the Member to claim any compensation of any kind.
vi) Sarova Hotels reserves the right at any time in its sole discretion to deactivate Membership that are inactivate, in the event that a Member does not use the membership for the two(2) years in such a case, a member would be required to reapply to the Sarova Zawadi program as a new Member.
TERMINATION AND LIMITATION OF LIABILITY
i) In no event shall the owners, operators, franchisors or licensors of any hotel that may accept the benefits of membership herein, or any of their affiliated or subsidiary companies, or their directors, agents, managers, or employees of the Membership Program (hereinafter collectively “Protected Parties”) be liable for any indirect, special or consequential damages; and without limiting the generality thereof, including any loss, cost or damage to, or suffered by, the Member or others, arising from defects, negligence, delays, failure of performance or non-performance, including all claims, demands, obligations, liabilities, indebtedness, breaches of contract, breaches of duty or of any relationship, liability for acts, omissions, misfeasance, damages of every type, nature or kind suffered by Members or others, resulting from the action, or inaction of the hotel or employees in connection with the Benefits provided to Member herein. In the event of a breach of any the provisions hereof by any Protected Party, the extent of any liability and applies to a maximum of 12 persons.
SAROVA ZAWADI LOYALTY PROGRAM is a program operated by the SAROVA HOTELS & RESORTS.
NATURE AND HOLDERSHIP
The SAROVA ZAWADI LOYALTY PROGRAM, also designated as “The Program” is a Guest loyalty recognition program of SAROVA HOTELS & RESORTS.
People eligible for the SAROVA ZAWADI LOYALTY PROGRAM are individuals over 18 years old, who will be assigned a membership card. The membership card is personal and non-transferable, and cannot be transmitted to any third parties, under any circumstances. Whenever the participant wants to enjoy the applicable benefits, such intentions must be communicated to the Loyalty office at SAROVA HOTELS & RESORTS. The participant can maintain his/her contact details and profile updated in the specific personal area on the site under (My Profile) at https://www.tcgms.net/portal/client/SarovaZawadi/en/login .
The following definitions shall apply:
• ‘Member’ is a person who is a member of the Sarova Zawadi Loyalty Program and ‘Membership’ shall be construed accordingly. • ‘Active’ refers to members who have actively used their membership by earning and redeeming points.
• ‘‘Zawadi Loyalty points’ or ‘points’ are the currency earned by using the Sarova Zawadi card. • ‘Benefits’ are the exclusive amenities and services provided to a Member depending on the Tier and points the member has earned.
• ‘Tier’ means the membership level of the Sarova Zawadi Loyalty Program • ‘Tier Points’ are the membership level points earned by a member using the Zawadi card to determine the level status.
• ‘Rewards’ means specified goods or services to be provided by Sarova Zawadi to a Member in exchange for the Zawadi points.
• ‘Website’ refers to https://www.tcgms.net/portal/client/SarovaZawadi/en/login website operated by or on behalf of SAROVA HOTELS & RESORTS where a Member can access details of the Program and manage their Membership.
• ‘Reclaims of Zawadi point(s)’ Credit following a claim by the Member or an error on the part of the Program.
• ‘A Calendar year’ 12 Months period of membership for Emerald and Diamond tiers.
• ‘Transaction’ The act of crediting or debiting points from a Member’s account.
PROGRAM AND GENERAL TERMS AND CONDITIONS:
The Sarova Zawadi Loyalty program was designed to recognize and enable Zawadi Loyalty Members to benefit during their stay at SAROVA HOTELS & RESORTS by participating in the program and when paying for any services at any Sarova properties.
These Terms and Conditions govern the contractual relationship between (The Company) and Sarova Zawadi Loyalty members.
1. SAROVA HOTELS & RESORTS reserves the right to grant or refuse Membership. Upon successful enrolment, Members will receive their Memberships cards.
2. A temporary membership card will be issued to newly enrolled members.
3. Once the physical card has been generated the member will be issued with the card and the temporary card withdrawn.
4. Membership is not transferable and may only be utilized by the member.
5. Membership cards are the property of Sarova Hotels and a fee may be charged for replacing lost or damaged cards.
6. Misuse of membership cards or program benefits may result in immediate termination or suspension of membership or withdrawal of benefits.
7. Sarova Hotels reserves the right to modify the program structure, benefits and other features including the Terms and Conditions or to terminate the Zawadi program at any time.
8. The Sarova Zawadi card is issued by, and remains the sole property of Sarova Hotels.
9. Membership, points, Tiers, Rewards and Benefits are offered at the sole discretion of Sarova Hotels. Sarova Hotels reserves the right to decline to issue or to withdraw the Sarova Zawadi card from a Member at any time. Sarova Hotels further reserves the right to terminate the validity of the Sarova Zawadi card together with the benefits mentioned at any time and for any reason (including but not limited to use of the Sarova Zawadi Loyalty program which Sarova Hotels in its sole discretion deems excessive or unreasonable).
10. The withholding or termination of Membership may result in the loss of all Points accumulated at the time of such withdrawal or termination.
11. Sarova Hotels reserves the right to amend, update, change or delete any aspect of the Sarova Zawadi Loyalty Program at any time. This includes the Terms and Conditions and Program rules, points, Tiers, Tier eligibility, Benefits, Rewards and promotional offers, even if such changes may affect the value of the points, rewards and benefits already collected by the Member. It is the responsibility of each Member to remain aware of any such amendments, updates or changes by acceding the information on the T&C’s on the website.
12. Sarova Hotels will endeavor to advise Members of matters of interest, including notifying them of changes to the Program, promotions and other offers.
13. Black-out dates include but are not restricted to all Public Holidays, Christmas period between 22nd December to 3rd January, & high season.
Application for Membership.
Is at any Sarova properties or directly on the Sarova Zawadi Guest Portal. https://www.tcgms.net/portal/client/SarovaZawadi/en/login .
I. To apply for the Sarova Zawadi membership, the application form must be completely filled and all information fields with asterisks all filled out correctly and if at a Sarova establishment the form given to the Guest Relations Officer.
II. All information required for Membership applications must be supplied accurately and in full.
III. After the Member is successfully enrolled into the Sarova Zawadi program, a welcome email will be sent to the Member confirming the same. Until the Member receives the physical card, they will use the temporary card and this must be presented to the participating Sarova Hotels in order to earn points.
IV. With the membership card provided, the member can now get or confirm their details online account on log in by using their username and password to access https://www.tcgms.net/portal/client/SarovaZawadi/en/login.
V. The physical membership cards will be issued after 7 working days from the day of enrollment.
VI. The member will then be entitled to all benefits from all program related services, including access to the Sarova Zawadi Guest Portal to access their account, offers and promotions and recognition by our Reservations team when making reservations.
VII. The Sarova Zawadi membership card is non-transferrable and may only be used by the member whose signature is on it. Members may be required to provide proof of identification.
VIII. Points issued have no monetary value and are not transferrable and not redeemable for cash or any other form of credit and have no value until presented for redemption in accordance with the Terms and Conditions of this Program.
PROGRAM MEMBERSHIP:
MEMBERSHIP AND ENROLLMENT
1. The Program is open to any person who is legally 18years considered an adult in the country in which he or she has the legal capacity to sign a contract. Minors are not legible to participate in the Program.
2. Sarova associates, directors, travel agents and bookers are not legible to join the Program.
3. Enrolment to join the Program is free, and the Card is strictly personal. The Card may not be given or sold to another party.
4. The card does not constitute a means of payment.
5. Each Card shall bear the Member full name, membership expiration date and Member's current status (for Ruby, Emerald and Diamond tier levels)
6. Each Member may only possess one Sarova Zawadi Loyalty card.
7. The Sarova Zawadi card may only be used by the Member whose name is printed on the card.
8. The Member is responsible for all operations to and from his or her account. Program Members accept that these General Terms and Conditions are subject to modification, in whole or in part, at any time, and without notice.
9. Any member who commits a misconduct, engages in fraud, abuses Zawadi benefits and awards and fails to adhere to these terms & conditions will have his/her membership terminated. All of his/her benefits and privileges shall cease forthwith and their Zawadi points will become void immediately.
10. Bonus points can be earned for specific offers sent to the members from time to time.
11. The member must not lend his or her card to any third party. The membership card is non-transferable and must be signed on the reverse on its receipt by the member.
12. The member shall not commit fraud or attempt any fraudulent action to obtain points.
13. If the card is lost, stolen or damaged, or when there is change of a Member’s address the member must notify the program Administrator via Zawadi Loyalty contacts on sarovazawadi@sarovahotels.com .
MONETARY VALUE OF A ZAWADI POINT ON EARNING.
a) A member earns 1 point for every 100 Kenyan shillings less taxes on spend subject to terms and conditions.
b) Zawadi points earned have no monetary value and the points cannot be equated to cash.
EARNING OF ZAWADI POINTS AT ALL SAROVA HOTELS.
An "Eligible Stay" is one or more consecutive night(s) at the same Sarova Property, during which you paid an Eligible Rate and presented your Zawadi Member card upon check in / check out to be awarded points.
An "Eligible Rate" is the rate you pay for your room, but excludes:
• Employee stays
• Complimentary stays
• FAM Trip stays
• Special promotion offers (unless otherwise specified).
• Third Party bookings through travel agents or directly on the website.
Members can earn points on:
• Accommodation
• Food and Beverage
• Laundry Services
• Spa Treatments or Gym Membership
Members will not earn points on:
a) Events e.g. Weddings
b) All types of Conferences
c) Outside Catering Services.
d) Car Hire/City Tours
e) Game Drives
f) Taxi or Shuttle Services.
g) Air fare in Packages.
h) Transfers
i) Third party services
Reward Redemption
1. To qualify for a Reward (a "Reward"), the Member must have sufficient Points in his or her account to redeem the Reward.
2. When a Reward is requested, the corresponding number of Points will be deducted from the Member's account.
3. The Reward may be issued to the Zawadi Member, or to any other person, as directed by the Member. Once issued, the Reward is not transferable and may be used only by the individual named on the Reward. If a person other than the individual named on the Reward documentation attempts to redeem the Reward, the Reward will be deemed void and accommodations will be denied.
4. A Reward Confirmation document redeemable for the Reward, requested by the Member, will be issued from the Zawadi office or directly from the Guest Portal.
5. Rewards may not be sold or transferred. Any Reward obtained in that manner without the required consent will be considered to have been fraudulently obtained and deemed void.
6. Rewards may not be combined with other discounts, certificates or promotional offers unless otherwise specified in writing by Sarova Hotels.
7. Rewards cannot be redeemed for cash, prizes or credit.
8. Points which have been deducted from the Member's account for a Reward may be re-deposited, in the discretion of Sarova Hotels. Rewards will be re-deposited only into the original account from which the Points were deducted.
9. All Rewards must be redeemed in strict accordance with the procedures specified on the Terms and Conditions.
REDEEMING THE POINTS AGAINST ROOM NIGHTS:
a) Advance reservations request is required and members must indicate that the reservations is for the Sarova Zawadi rewards redemption.
b) Redemption bookings can only be done within 48 hours of check in date and subject to availability.
c) Reward stays have no cash value and cannot be used with any other promotional programs.
d) Manual postings and crediting of points may take up to 5 business working days from day of check out.
e) The Sarova Zawadi Loyalty points do not have any cash value. Lost or unused Zawadi points will not be redeemed for any monetary amount whatsoever.
f) Sarova Zawadi points can only be redeemed against accommodation.
g) Sarova Zawadi points can only be redeemed by the cardholder only.
RESERVATIONS POLICIES
i) Reservations for rewards booking for SAROVA ZAWADI LOYALTY PROGRAM is subject to the rules and policies used by hotel SAROVA HOTELS & RESORTS as per below:
ii) Cancellations:
(a) Confirmed / guaranteed reservations will be charged for the first night’s stay unless cancelled within 24 hours of the arrival date. The same policy applies if the reservation is done with the use of a certificate. In this case the hotel reserves the right to confirm the certificate as redeemed.
iii) No shows:
(a) 100% of payment on points for rewards bookings received is forfeited. If member staying more than one night, only payment for the first night will be forfeited.
iv) Bookings :
(a) Unless arrival is guaranteed with a credit card, points or purchase order, all reservations will be regarded as unconfirmed and the hotel reserves the right to release the reservation on the arrival date.
TERMS AND USE OF THE BENEFITS
i) Participants will need to present their SAROVA ZAWADI card along with valid proof in the form of a Passports or identification card. The Hotel reserves the right to seek other personal information or any other means of identification required for verification purposes.
ii) The benefits granted by the SAROVA ZAWADI LOYALTY PROGRAM are neither compatible nor cumulative with those of other Programs of SAROVA HOTELS & RESORTS.
iii) All benefits mentioned above are valid throughout the validity of membership unless otherwise stated by SAROVA HOTELS & RESORTS.
iv) The guest Portal https://www.tcgms.net/portal/client/SarovaZawadi/en/login will be updated with information on the benefits of the Program for the different tiers.
v) SAROVA HOTELS & RESORTS reserves the right to restrict, suspend, discontinue or cancel, any of the benefits at any time without prior notice;
vi) Black-out dates include but are not restricted to all Public Holidays, Christmas period between 22nd December to 3rd January, & High season at selected properties.
TERMS OF CLAIMING REWARDS
i) To claim a Reward, SAROVA ZAWADI LOYALTY PROGRAM Members will need to present their SAROVA ZAWADI card along with valid proof of in the form of a Passports or identification card. The Hotel reserves the right to seek other personal information or any other means of identification required for verification purposes.
ii) To claim a Reward, ZAWADI Members will need to have earned sufficient Points to redeem.
iii) When a Reward is redeemed, the Points corresponding to that Reward will be deducted from the Members account.
iv) All Redemption Rewards are subject to availability.
v) Points issued have no monetary value and are not transferrable and not redeemable for cash or any other form of credit and have no value until presented for redemption in accordance with the terms and conditions of this Program.
PROGRAM COMMUNICATION
i) The member can access information regarding their points status via the Guest Portal on https://www.tcgms.net/portal/client/SarovaZawadi/en/login. ii) Members must provide a valid e-mail address, telephone number as per requirement when signing up for the Program;
i) By being a member of the program you agree to accept communications from SAROVA HOTELS & RESORTS as per Privacy Policy. The communications will take the form of promotional items, statements of account, membership status reminders and any other reward specific updates through any communication and correspondence channels that SAROVA HOTELS & RESORTS may deem fit.
VALIDITY OF THE MEMBERSHIP
The Ruby membership card is valid for a period of 3 years. However the Emerald and Diamond membership cards will be valid for one year and thereafter is subject to Terms and Conditions a specified.
PRIVACY OF DATA AND APPLICABLE LAW
i) We process your personal information in accordance with the Sarova Hotels Privacy Policy (The Privacy Policy").
ii) In the terms of the applicable law, and in the scope of his/her participation in the SAROVA ZAWADI LOYALTY PROGRAM, the participant explicitly authorizes that the personal data provided to the SAROVA ZAWADI LOYALTY PROGRAM or gathered during the rendering of the services by the hotel included in the context of the Program, is collected and processed by any company that is part of the SAROVA HOTELS & RESORTS.
iii) The data processing referred to in the previous number is intended for the Management and operation of the SAROVA ZAWADI LOYALTY PROGRAM namely concerning the service rendered to the participants of sending commercial information, by electronic mail, mobile phone, telemarketing or mail, regarding products and services of SAROVA HOTELS & RESORTS as a whole, as well as on products and services of third parties, namely connected with the leisure, tourism and food and beverage sectors.
iv) The participant will be able, at any moment, to exert the rights foreseen in the personal data protection laws, namely on the issue of access, rectification, cancellation and opposition, and must do so in writing to the SAROVA ZAWADI LOYALTY office by sending an electronic mail to the address Sarovazawadi@sarovahotels.com after accessing the Guest portal in which he/she can register his/her claim after providing valid identification.
v) The terms and conditions of the SAROVA ZAWADI LOYALTY PROGRAM are governed in accordance with the laws of Kenya and in the event of a dispute; the proper venue for litigation will be in Kenya. The prevailing party in the event of litigation shall be entitled to recover its court costs and reasonable attorney fees.
CHANGES IN TERMS AND CONDITIONS.
Sarova Hotels reserves the right to change or alter the Terms and Conditions, point scale or any detail relating to the Zawadi program with no prior communication. If the Member continues to us the Membership card, the member is deemed to have accepted any such alterations. If the Member does not accept the terms, they may terminate the membership.
CANCELLATIONS CONDITIONS AND PROCEDURES.
i) At any time, a Member may terminate their membership by submitting a written a letter or communicating in writing directly to the Sarova Zawadi office stipulating his or her desire to cancel membership. Membership will be terminated immediately upon receipt of the notice.
ii) Membership shall automatically terminate upon the death of a Member. Points accumulated prior to these circumstances will be immediately cancelled.
iii) Sarova Hotels reserves the right to suspend or terminate the membership of any Member if the member appears to be using the program in a manner inconsistent with these Terms and Conditions or intent of the program or any portion of the program, including but not limited to, improper collection of points or tier points or improper use of the benefits.
iv) Any use of the Sarova Zawadi card which is the program that does not comply with the present general Terms and Conditions will be subject to appropriate administrative and /or legal action.
v) Sarova Hotels has the right to take appropriate action including without limitation the immediate cancellation of the card, benefits related to the card, closing the member’s account, and deletion of all accumulated Zawadi points, without entitling the Member to claim any compensation of any kind.
vi) Sarova Hotels reserves the right at any time in its sole discretion to deactivate Membership that are inactivate, in the event that a Member does not use the membership for the two(2) years in such a case, a member would be required to reapply to the Sarova Zawadi program as a new Member.
TERMINATION AND LIMITATION OF LIABILITY
i) In no event shall the owners, operators, franchisors or licensors of any hotel that may accept the benefits of membership herein, or any of their affiliated or subsidiary companies, or their directors, agents, managers, or employees of the Membership Program (hereinafter collectively “Protected Parties”) be liable for any indirect, special or consequential damages; and without limiting the generality thereof, including any loss, cost or damage to, or suffered by, the Member or others, arising from defects, negligence, delays, failure of performance or non-performance, including all claims, demands, obligations, liabilities, indebtedness, breaches of contract, breaches of duty or of any relationship, liability for acts, omissions, misfeasance, damages of every type, nature or kind suffered by Members or others, resulting from the action, or inaction of the hotel or employees in connection with the Benefits provided to Member herein. In the event of a breach of any the provisions hereof by any Protected Party, the extent of any liability and applies to a maximum of 12 persons.