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MaiStar Rewards Club - Frequently Asked Questions

MaiStar Rewards Club - Frequently Asked Questions
How can I become a member of the MaiStar Rewards Club?

Firstly, we would be delighted to share a club with you!

Secondly, the membership process is initiated online or through direct contact with an employee of the Company.

The membership process is initiated online

  • when booking accommodation online on the official website of the company (after selecting the lowest online price offered – “Member-Only Rate”)
  • by filling in the online form on the official website of the company: [unijeti konkretnu poveznicu] Membership through direct contact with an employee is initiated
  • when booking through the reservation centre
  • at the reception of the property And thirdly, we can’t wait to have you on board!
I have joined the programme, but I cannot access my online account. What do I have to do?

If you joined the programme while booking accommodation on maistra.com, through the reservation centre or at the reception of a property – you must activate the online account, or create access data. Click here to activate. If your account has already been activated, but you are not sure about the accuracy of the entered password – please use the “forgotten password” option. If a problem with sign-in still exists, please contact our membership support at the email address: loyalty@maistra.hr.
What are the different membership tiers and rewards?

MaiStar Blue

• MaiStar Rewards customer care • Member rates – lowest rates available at maistra.com or through the reservations centre • Advance access to private sales at maistra.com • Exclusive “members-only” offers

MaiStar Silver

• In addition to the benefits from the above membership level, you will receive: • A bottle of water on arrival1 • Laundry machine token for one cycle2

1 Members staying at Maistra Camping properties – valid only for mobile homes and glamping tents. 2 Members staying at Maistra Camping properties – valid only for pitches.

MaiStar Gold

• In addition to the benefits from the above membership levels, you will receive: • A bottle of wine on arrival3 • Guaranteed room availability4 • Priority check-in5 • Preferred accommodation unit number6 • Upgrade to next room category7 • Delicacies package on arrival8 • Turndown service evening gifts9

3 Valid only for members staying at Maistra Select and Maistra Camping properties. 4 Valid only for members staying at Maistra Collection properties. Please contact our reservations centre at least 72h before arrival. 5 Valid upon availability, only for guests staying at Maistra Collection properties. 6 Valid upon availability, please contact our reservations centre for this benefit. 7 Valid upon availability on arrival. 8&9 Valid only for members staying at Maistra Collection properties.

MaiStar Black

• In addition to the benefits from the above membership levels, you will receive: • First priority table reservations at Maistra Restaurants10 • One free car wash per stay11 • MaiStar Rewards experience of choice12 • VIP access to selected events and promotions

10&12 Please contact our concierge or reception staff for more details. 11 Valid only for members staying at Maistra Collection properties.

Is MaiStar Rewards Club membership paid?

Of course not: membership in the programme is free and voluntary.
How do I get my MaiStar Rewards Club card?

Actually, it’s pretty simple.

The card is issued in digital form, and, at the special request of the member, it is also issued in physical form. The digital card is activated automatically upon enrolment. The member receives instructions for downloading the card to his/her e-mail address specified when joining the programme.

How can I collect points?

By relaxing at your most favourite place on Earth!\

In other words, programme points are collected when members have booked accommodation at Maistra directly through the company and paid for their stay directly to the company. Points are collected based on the use and payment of accommodation and non-board-based services. Non-board-based services are considered to be food and beverages, wellness and sports services and other services created on the spot at points of sale managed by the company. Members who choose the flat-rate system in campsites are not entitled to collect points for accommodation, only for other services within campsites (restaurants, bars, etc.). The condition for collecting points is the payment of the full amount of the bill for accommodation and other non-board-based services at the time of checkout from the property. Points have no cash value and are not exchangeable for cash.

Points are not collected for services performed and paid for before joining the programme or entering into force of the programme on 1 December 2021.

Points are added to the member’s account within 3 working days from checkout from the property.

What spending can I collect points on?

Valid accommodation costs

If a reservation includes accommodation for more members and/or accommodation units, points are collected by the member who personally stayed at the property included in the programme and paid the price of the booked accommodation. Points are earned on the price of accommodation in the accommodation unit in which the member stayed and on any additional two rooms covered by the same reservation.

Valid costs outside board

Points are earned on the costs of non-board-based services that are charged to the account of the accommodation unit in which the member who personally paid these costs stayed and paid at points of sale managed by the company, provided that the member presents a Programme loyalty card when paying or the employee is notified of the unique identification number of the card and that it is recorded in the system / on the account that the member has used his/her membership rights.

Invalid costs

Points are not earned on the price of:

a) Accommodation booked through travel organisers or online travel agencies (for example, Booking.com, Hotelbeds, Expedia); b) Non-board-based services provided and charged by external partners, even if the services are provided and charged on the premises of the company’s property (for example, beauty and hairdressing salons, shops, pedal boats and sunloungers for rent outside the company); c) Accommodation if the accommodation was won in a prize game or related to the use of vouchers; d) Non-board-based services provided as part of a private celebration organised at the company’s property (for example, christening, wedding, birthday celebration)

How can I check the status of collected points and available prizes?

It’s as easy as a Sunday morning, really.

After creating access data for the online user account, the member will get access to his/her account. After logging in, the member can check the status of points and membership level, view active reservations and available rewards, and update the personal data processed under the programme.

How can I progress through MaiStar Rewards Club membership levels?

Oh, that is a good question!

The programme consists of four levels of membership that include different rewards.

MaiStar Blue is the basic level of membership that all members gain by joining the programme.

MaiStar Silver is the membership level awarded to members who stay 10 or more nights or collect 15,000 points within one calendar year.

MaiStar Gold is the membership level awarded to members who stay 25 or more nights or collect 40,000 points within one calendar year.

MaiStar Black is the membership level awarded to members who stay 40 or more nights or collect 100,000 points within one calendar year.

How will I know that I have moved to a higher level of membership?

If a member meets the conditions for acquiring a higher level of membership within one calendar year, nobody is happier than us!

His/her membership will be upgraded within 3 working days of checkout from the property. Otherwise, the member is awarded a lower level of membership at the end of the calendar year. If there are more members in the accommodation units covered by the same reservation who would be eligible for an upgrade to a higher level of membership on the basis of the reservation, membership is upgraded only for the member who booked and paid for the reserved accommodation in which he personally stayed.

What if I did not meet the conditions to remain at a higher level of membership?

If a member does not meet the preconditions for moving to a higher level of membership or acquiring a higher level of membership within one calendar year, the member shall be awarded a lower level of membership at the end of the calendar year.

But that doesn’t mean forever. You will always be able to move to a higher level of membership after meeting the necessary conditions.

How long are the points collected valid?

Short version, two years. Long version… The collected points are valid for two years from the last day of stay in the property included in the programme. The validity is extended for an additional two years each time a member makes a payment in accordance with these general terms and conditions in one of the properties from the programme. If the member does not make any payment within two years, all previously collected points are erased, without the possibility of being reinstated or replaced, but the membership in the programme remains valid.
Not all my points are recorded, what can I do?

We all make mistakes sometimes, but we will make it up to you.

If a member believes that there is an error in the points recorded on his/her account, he/she can contact the company with his/her inquiry by sending it to the e-mail address: loyalty@maistra.hr or by filling out a request for subsequent recognition of points in the user interface, in the points section.

Can I gift someone some of my points?

Yeah, sharing is caring!

Members can transfer points to each other by contacting the company at the e-mail address: loyalty@maistra.hr or by filling out a request for the transfer of points in the user interface, in the points section. Assigned points are not taken into account when determining the type of membership in the programme for the member who assigns or for the member who acquires points.

What should I do if I want to take advantage of the rewards to which I am entitled?

It’s simple, contact us. The member must contact an employee of the point of sale where the selected reward is provided to verify the membership status and available rewards. The member must identify himself/herself with his/her digital card. When using the reward and issuing the invoice, points are used for the stated reward. To take advantage of certain rewards, a reservation is required in advance. More information can be found in the conditions/description of each reward.
Where can I find a list of current rewards?

A detailed list of current rewards is available at: www.maistra.com/loyalty/rewards

The company may, at any time, change the list of rewards by deleting or adding an individual reward. The status of current rewards and the required number of points can be checked by the member using his/her online account.

I am a member of the old MaiCard Loyalty Programme, what happens to my membership?

The old “MaiCard” programme ceases to exist on 30 November 2021.

Members of the “MaiCard” loyalty programme become members of the MaiStar programme under the assumptions of the notice sent to each member of the “MaiCard” programme.

Rewards to which members of the “MaiCard” programme have acquired the right but have not used before the termination of the programme are cancelled. Members, in turn, acquire the appropriate equivalent under the MaiStar programme. “MaiCard” cards remain valid as programme cards.

What are the conditions and procedures for termination of membership?

A member may terminate his/her membership in the programme at any time by submitting a notice of termination to the email address: loyalty@maistra.hr.

Termination of membership implies withdrawal from the programme, which permanently terminates the existing relationship between the member and the company and terminates all rewards related to membership in the programme, with the deletion of the remaining unused points.

Termination of membership implies the termination of the processing of the member’s personal data collected and processed for the purpose of implementing the programme, which is regulated in more detail by the Information on personal data processing available on the official website of the company: [unijeti konkretnu poveznicu].

Any use of the card and user account in violation of these general terms and conditions may lead to cancellation of the card and deactivation of the account and cancellation of rewards, closing of the member’s account and deletion of all collected points, with notification to the member.

How is my personal data processed?

Information on the processing of personal data is available on the official website of the company: [unijeti konkretnu poveznicu].