Frequently asked questions

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    Frequently asked questions

    • When will the points for my stay appear on my account?

      Your points will be registered to your account after a checked-out stay. 

    • I have forgotten my password; can I have a new one?

      If you have forgotten your password you can generate a new one by clicking here. If you have not yet created a password, contact member@elite.se for further assistance. 

    • We share a room, can we split the points?

      No, the person whose membership is attached to the reservation will recieve the points for the stay.

    • Can I transfer points to another member's account?

      Points are personal and non-transferable, however, you are welcome to give a gift to someone in form of reward nights, restaurant vouchers or breakfast vouchers.

    • What can I use my points for?

      You can use your points to book reward nights, to order restaurant- or breakfast vouchers to use at the hotels, book domestic flights and much more.

      Click here to see all point redemption possibilities.

    All categories

    Use points


    • Can I transfer points to another member's account?

      Points are personal and non-transferable, however, you are welcome to give a gift to someone in form of reward nights, restaurant vouchers or breakfast vouchers.

    • What can I use my points for?

      You can use your points to book reward nights, to order restaurant- or breakfast vouchers to use at the hotels, book domestic flights and much more.

      Click here to see all point redemption possibilities.

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    Reward nights


    • I have booked a reward night but need to cancel, will my points be refunded?

      Yes, if you cancel your reward night in accordance with the cancellation rules, the points will automatically be refunded to your membership account. If the points you used for the reward night have expired at the time of cancellation, the points will not be refunded.

    • Do I get points, levels and benefits even when I use a reward night?

      You will not receive any points or tier nights when using a bonus night. However, you get points as usual according to the principle "one point per SEK spent" on other services offered by the hotel, such as restaurant and pub. Membership benefits applies as usual when using a bonus night.

    • Can I book a reward night for someone else?

      Certainly! You can use your points to book a reward night for someone else. Please contact Member service at +46 771 788 789 or send an email to member@elite.se and they will be happy to assist with the reservation.

    • How do I book a reward night?

      To make a reward night reservation, make sure you are logged in at elite.se. After choosing the hotel and dates, tic the box named Reward nights in the menu. 

      You can also contact our Service Center on +46 771 788 789 or send an email to centralreservation@elite.se for assistance.

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    Benefits


    • Are membership benefits also applicable when I stay at a Hotel Bishops Arms?

      When staying at a Hotel Bishops Arms you receive restaurant vouchers upon check-in, however, other membership benefits do not apply. You do earn points and tier nights for overnight stays.

    • What benefits do I receive at the various levels?

      Click here to see an overview of all member benefits.

    • Do I receive any discount as a member?

      As a member of Elite Hotels Rewards, you always receive a 5 % extra discount on public rates. In order to activate the discount, you simply log in and select when and where you would like to book, your member rate is then displayed automatically.

      You can also book your room at the member rate through our Service Center or at the reception in any of our hotels. Don't forget to mention your membership number.

      Public rates refer to the price types Flex, Holiday and Love.

    • Do I receive all restaurant vouchers for my stay upon check in?

      Yes, you receive all restaurant vouchers upon check-in. 

    • Can I use more than one restaurant voucher on one occasion?

      No, you can only use one voucher each day during your stay. If you are staying several nights you will get all vouchers at check-in, and the valid date is printed on the voucher. 

    • Where can I redeem my restaurant vouchers?

      You can redeem your restaurant vouchers in our The Bishops Arms pubs and at hotel restaurants run by Elite Hotels*. The vouchers cannot be redeemed to pay for items from the minibar or hotel kiosk.

      *Restaurant vouchers are not valid at Miss Voon in Stockholm or Uppsala or Storan in Linköping. Subject to change.

    • Do all members receive a restaurant voucher?

      Yes, under the condition that your reservation is qualifying, you will receive one voucher per night. Third-party bookings do not entitle to benefits. 

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    General questions


    • How do I sign up for Elite Hotels newsletter and special offers?

      By becoming a member and entering your email address in your contact details you will automatically receive our newsletters and special offers. If you would like to receive the newsletters without becoming a member you can enter your name and email address in the "Newsletter" box at the bottom of our start page.

    • I am trying to become a member, but have not received the email with the activation link. What should I do?

      Contact member services by phone +46 (0)771-788 789 or e-mail member@elite.se and we will be happy to assist!

    • I need to update my contact details, how can I do so?

      When logged in to your account, you can update your telephone number and home address under "My Page/My Details". If you want to change email address contact member services at member@elite.se for assistance.

    • Where do I find the terms and conditions?

      You will find the terms and conditions for your membership by clicking here.

    • How do I view my point balance?

      Log in with your membership details and navigate to the "My Page" section where you will be able to view your point balance.

    • When do my points expire?

      Your points are valid during the year they are earned and another three years thereafter. The expiry date for points is always 31/12. When you redeem points, your oldest points are always redeemed first. The "My Pages" section displays information on how long your points are valid.

    • What are the different membership levels?

      Level

      Bronze

      Silver

      Gold

      Platinum

      Nights

      0-4

      5-24

      25-54

      55-

      Your membership level is determined by the number of qualifying nights you have had during the current calendar year. The higher your membership level, the more member benefits you receive when you stay with us. Read more about the various benefits here.

    • How do I become a member?

      Complete the "Join now" here and an email with an activation link will be sent to the email address you entered. By clicking the activation link and entering your details, you become a member.

      We can also help you to register at any of our hotels or through member service. You will find all the contact details to member service in the left column of this page.

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    Membership levels


    • When will I be upgraded to the next membership level?

      Upgrades are made continuously based on the number of qualified nights you have had from the 1st of January of the current year. Please note that tier nights are registered to your account on the first business day after check out from your current stay, so there may be a delay before you see your new level.

    • Where do I find my member year?

      You can see your personal member date under my pages. Overview -> Last tier update. This date is either the date you became a member or the date you last got a new tier level.

    • When will my membership level be downgraded?

      Downgrades are made once a year. It takes place at the turn of the year and is based on the number of overnight stays during the current calendar year. If you have been upgraded, you always keep your upgraded level during the current year and the subsequent year. The validity period of your level is shown on your membership card and under "my account".

    • What is a tier night?

      You receive tier nights when you stay with us on a qualified stay. By qualified stay, we mean a booking made through Elite Hotel's booking channels (our central reservation, through the hotels directly or at elite.se) as well as contract prices booked through traditional travel agencies.

      How many level nights you need to get to a new level can be found here. Your tier nights are reset every calendar year.

    • When do I start receiving my new benefits?

      You always gain access to your new benefits immediately when you have reached a higher membership level in Elite Hotels Rewards, however, it may be a delay before you see your new level on your pages. If you reach a new level during an ongoing stay, please contact member service to start receiving your new benefits.

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    Membership cards


    • How do I order a new membership card?

      Fill out the form below and you will receive your new card in the post within 2-4 weeks. Make sure that your contact details are up to date! If you are a member of level Bronze or Silver, your membership is completely digital and you identify yourself with your member number or the digital card that you can find when logged in.

    • Where do I find my membership number?

      Your membership number is printed on the front of your membership card and can also be found under the "My Account" section when you are logged in to your account. If you need help finding your membership number, contact member@elite.se and we will be happy to assist.

    • Where can I find my digital membership card?

      You can find your digital membership card by logging in to elite.se/rewards, then click on "your membership card". On your smartphone, you can easily save it by clicking "Add to home screen".

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    Partners


    • What is an experience box from Live It and how do I order it?

      For 10 000 points, you can order an experience box from Live it. The experience box contains about 70 different experiences. The receiver can choose between wine tastings and beauty treatments as well as sports and adrenaline-filled adventures. The box is valid for a year so there is plenty of time to experience something new.

      You can place your order here.

      Boxes can only be sent to addresses within Sweden.

    • Can I use my points for car rentals with Europcar?

      Yes, you can use your points to rent a car from Europcar.

      Booking requests can be sent here or be e-mailed to member@elite.se. Remember to include where and when you would like to pick the car up and drop it off and also include your membership number.

      • Use your Elite points to rent a car with Europcar
      • 10 % discount on car rentals within Sweden

       

      Click here for more information about Europcar.

    • What benefits do I have at Elite Hotels as a member of SAS Eurobonus?

      If you are a member of Elite Hotels Rewards you can earn an extra 300 Eurobonus points per night.

      There's no need to choose – you earn points in both programs! In order to earn points in the programs, your stay must be qualified (read more under "What is a qualified stay?").

      Become a member and read more at SAS Eurobonus website.

    • What benefits do I receive with BRA?

      Welcome to BRA - Sweden's domestic airline!
      As a member of the Elite Hotels Rewards, you can:

      • Redeem points on free trips with BRA
      • Choose to earn 500 BRA points per stay instead of Elite points

      Furthermore, show your Gold or Platinum level membership card for free admission to the BRA airport lounges and for an extra 20 kg luggage allowance on domestic flights.

      Read more about BRA and their loyalty program at flygbra.se

      ATTN. BRA is undergoing reconstruction and pauses all air traffic and operations until May 31, 2020. Elite Hotels, therefore, cannot offer any BRA benefits or BRA points during this time.

    • How can I support the Swedish Childhood Cancer Foundation through Elite Hotels Rewards?

      Members of the Elite Hotels Rewards have the opportunity to donate their accumulated points to The Swedish Childhood Cancer Foundation. The points are used to give affected families a complimentary hotel stay.

      You can donate your points here or by contacting us at member@elite.se.

      Read more about the Swedish Childhood Cancer Foundation on their website.

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    Missing points


    • I am missing points, how can I get them registered?

      Please use the form below to register lost points. If you encounter any problems while trying to register your points, please contact us on member@elite.se.

      We can register points up to six months back in time, on the condition that you were a member of Elite Hotels Rewards at the time of the stay. If you have recently become a member, you are able to earn points on stays which took place during the month prior to your membership registration date.

      You cannot earn points on stays booked by third parties. Read more about the rules applying to third party bookings under "What exceptions apply on earning points?".

      Register lost points


    • I have recently become a member, can I earn points for an overnight stay that took place before I became a member?

      We can register points for stays that took place up to a month back in time from the date that you joined Elite Hotels Rewards. Contact our Service Center on +46 771 788 789 or send an email to member@elite.se for assistance.

    • Can I retro register points for bookings made through online travel agents such as Hotels.com, Booking or Expedia?

      No. Bookings made through third parties are not qualified for points or tier nights. Read more about qualifying stays under "How should I book my stay to earn points?". Are you uncertain about whether you will earn points on a specific booking? Contact member services on member@elite.se for assistance.

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    Earn points


    • Can I earn points on money spent at the hotel restaurant even if I do not stay overnight?

      In order to earn points on a visit to one of our restaurants or pubs, the services must be used in conjunction with an overnight stay and be charged to your personal hotel bill. If you do not stay at the hotel, you currently cannot earn points on the restaurant visit.

    • What exceptions apply on earning points?

      Bookings made through third parties (such as Booking, Hotels.com, Expedia) do not entitle the member to points, tier nights or benefits. Reward nights do not qualify for points or tier nights. If you have an overnight stay at the hotel in conjunction with a conference you will earn 750 points per night.

      We reserve the right to exclude the possibility to collect points and use membership benefits associated with certain special offers and in some agreements with companies, partners and organisations.

    • Do I earn extra points at higher membership levels?

      You earn extra points on your stays from Silver level upwards. Third party bookings do not entitle members to earn points.

      Level

      Extra points per night

      Silver

      200 bonus points

      Gold

      400 bonus points

      Platinum

      600 bonus points

    • Can I earn points on bookings made through online travel agents such as Booking, Hotels.com or Expedia?

      No. Bookings made through third party channels, such as online travel agents (Hotels.com, Booking.com, Expedia.com, etc.) do not entitle members to earn points, tier nights or member benefits at the hotel.

    • How should I book my stay to earn points?

      To earn points for your overnight stay you need to book through our in-house channels, ie on elite.se, via our central reservations or at any of our hotels. Reservations through traditional travel agencies might be considered a qualified, depending on the rate type.

      Bookings through third-party channels, such as online travel agencies (Hotels.com, Booking.com, expedia.com etc.) are not eligible.

    • What is a qualified stay?

      A qualified stay is an overnight stay booked through our in-house channels, elite.se, with our central reservations or directly with one of our hotels. Reservations through traditional travel agencies might be considered qualified, depending on the rate type.

    • I have booked several rooms for my family, can I earn points on their rooms?

      You can only earn points for one room at a time, which is the room that you are staying in. The exception is when you have booked rooms together with your family for one and the same visit, in which case you also earn points on their stay. Family refers to your partner and accompanying children up to 18 years of age.

    • My employer booked my stay, can I still earn points?

      Yes, if the booking has been made through one of our in-house channels (telephone, email or elite.se) or through a traditional travel agency, you can earn points on your stay. Remember to state your membership number when checking in at the hotel.

    • Do I earn points on overnight stays at a Bishops Arms Hotel?

      You earn both points and tier nights for your stays at The Bishops Arms Hotel. You will also receive restaurant vouchers, however, other benefits do not apply when staying at The Bishops Arms Hotel.

    • Do I earn points on food and drinks at The Bishops Arms pub?

      Yes, if the services are used in conjunction with an overnight stay and are charged to your personal hotel bill. If you do not stay at the hotel, you currently cannot earn points on the restaurant visit.

    • Do I earn points for conference arrangements?

      Bookings of conference rooms and conference arrangements do not entitle members to earn points. However, if you have an overnight stay in conjunction with a conference you earn 750 points per night. You also earn points on other services offered by the hotel, such as telephone and parking. The requirement is that you use the services in conjunction with an overnight stay and that the bill is charged to your personal hotel bill. You earn one point per SEK spent.

    • Can I earn points on food, drinks and services at the hotel?

      Yes, you earn points for food and drinks both in our hotel restaurants and at The Bishops Arms pubs for bills up to 5 people and up to a maximum value of SEK 5,000.

      You also earn points on services offered by the hotel, such as telephone, laundry and garage, etc. The requirement is that you use the services in conjunction with an overnight stay and that the bill is charged to your personal hotel bill. You earn one point per SEK spent.

    • How many points do I earn for each night?

      The base rule for earning of points is one point per SEK spent. If your stay at the hotel costs SEK 900, you earn 900 points. In order to earn points, you are required to book your stay through our in-house channels or through a traditional travel agent. Online travel agents such as Booking, Hotels.com or Expedia do not generate points.

      You also earn points and tier nights for stays at a Bishops Arms Hotel.

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    Contact us

    Elite Hotels Member Service

    PO Box 21034
    100 31 Stockholm

    Tel: 0771-788 789
    Fax: 08-566217 71
    Email: member@elite.se

    Opening hours
    Weekdays 8:30 am to 3:00 pm

    Reward nights
    To book reward nights please contact our Central Reservation

    Tel: +46 (0) 771-788 789
    Email: centralreservation@elite.se