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| Q1 | I have just enrolled as a Frequent Guest, when will I receive my card? |
If you applied for membership online, your card will be sent to you after your first hotel stay. If you applied for membership at a hotel or through the Southern Sun Customer Contact Centre your card will be mailed within three business days of receiving your application. |
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| Q2 | Does my Frequent Guest number change when I renew my membership or if I am upgraded to another tier? |
No, your Frequent Guest number does not change, even when your membership status is upgraded. |
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| Q3 | What are Sun Rands? |
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| Q4 | Why do I need a PIN number, and when do I use it? |
Your confidential PIN number protects you from fraudulent use of your Sun Rands. You will receive this with your membership card. This PIN number must be quoted together with your Frequent Guest number when you want to make a redemption. The PIN number is also required when you register on the website to access your Sun Rands account. You may also change your PIN online under Your Personal Details within Frequent Guest. |
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| Q5 | Which accommodation rates qualify for the earning of Sun Rands? |
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| Q6 | Which items qualify for the earning of Sun Rands? |
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| Q7 | How can I upgrade to another tier of the programme, and what are those levels? |
Higher tier status are awarded to members who stay most often. Read more |
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| Q8 | How long are my Sun Rands valid for? |
Sun Rands are valid for up to 24 months. Read more. |
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| Q9 | Can my Sun Rands be used for a friend? |
No, Sun Rands are not transferrable. You can use your Sun Rands for yourself and your immediate family (i.e. your spouse and children). |
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| Q10 | What must I do if I’ve lost or misplaced my membership card? |
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| Q11 | What must I do when my membership has expired? |
If you enjoy an Executive Preferred, Director or President status and have stayed at a participating hotel in the past 12 months, your membership will be automatically renewed, and a new card posted to you, provided you have stayed the required nights for renewal on your current tier. Refer to Benefits and Rewards. |
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| Q12 | A hotel stay has not been recorded on my Sun Rands summary. How do I query a missing stay? |
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| Q13 | Who are the exclusive programme partners? |
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| Q14 | How many Sun Rands do I need before I can spend them? |
For redemption purposes, one Sun Rand = one Rand. If you have more than 50% of the room rate (it can be for a one night stay, for example) available in Sun Rands, you can pay in the remaining amount in cash on arrival at the hotel. |
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| Q15 | When can I redeem my Sun Rands? |
To redeem Sun rands you must book a holiday that includes a Friday, Saturday or Sunday night. |
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| Q16 | Can I redeem Sun Rands due to me on my current stay for this stay? |
No, Sun Rands can only be redeemed once they appear on your Sun Rand summary. |
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| Q17 | Where can I redeem my Sun Rands? |
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| Q18 | Can I earn Sun Rands on a Sun Rand redemption? |
Yes. You can earn Sun Rands, on qualifying non-accommodation items, when you redeem your Sun Rands on a qualifying accommodation rate. You will not earn Sun Rands on the redeemed accommodation portion of your booking. |
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| Q19 | How do I make a Sun Rand redemption booking? |
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| Q20 | Can I use my Sun Rands to pay for food and beverage? |
You cannot pay for meals or other non-accommodation costs with your Sun Rands, unless they are included in the overall accommodation package. |
