Vivva - <p>FAQ (Frequently Asked Questions)</p>

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FAQ (Frequently Asked Questions)


Please click the topics below for your easy reference:

(A) What is Vivva Membership Programme?
(B) New Membership Application
(C) Vivva Membership eCard & Membership Identification
(D) Online Member Login & Password
(E) Online Vivva Account Profile Editing
(F) Vivva Dollars & Eligible Spending
(G) Missing Vivva Dollars Claims
(H) Earn Vivva Dollars on Hotel Stays (Eligible Room Spending)
(I) Earn Vivva Dollars on Food & Beverage (Eligible F&B Spending)
(J) Earn Vivva Dollars on Events (Eligible Catering Spending)
(K) E-Vouchers & Rewards Redemption
(L) Benefits & Privileges
(M) Birthday Privileges

(A) Vivva Membership Programme Introduction

Top1. What is Vivva Membership Programme?

 
1.1 Vivva Membership Programme is a custom-made “all-in-one” customer loyalty programme managed and operated by L’hotel Management Company Limited (LMC).
1.2 The programme offers a wealth of exclusive benefits and rewards to members based on a “bonus points accrual & rewards redemption system” through a designated Vivva Portal (http://member.lhotelgroup.com). It aims to appreciate and reward guests for their support to L’hotel Group.
1.3 Vivva Membership Programme offers up to 20% discount to members on the following:
1.3.1 Dining — Food & beverage services at hotel restaurants and bars including takeaway
1.3.2 Catering — Meeting and banquet services at hotel ballroom and function rooms including outside catering

Top2. How many Membership Types?

 
2.1 There are two membership types
2.1.1 Classic — Entry level for all new join members
2.1.2 Premium — Top level of members who are upgraded from Classic with an annual eligible spending of HK$10,000 or above per membership year

Top3. Any joining fee or monthly dues?

 
3.1 No. Vivva membership is complimentary.
3.2 Simply visit the Vivva portal at http://member.lhotelgroup.com for more programme details. Click here and complete the online registration form to become a Classic member now.

Top4. What are the participating hotels and serviced apartments?

 
4.1 There are 6 hotels and serviced apartments in Hong Kong:
4.1.1 L'hotel Causeway Bay Harbour View
4.1.2 L’hotel élan
4.1.3 L’hotel Island South
4.1.4 L'hotel Nina et Convention Centre
4.1.5 Lodgewood by L’hotel Mongkok Hong Kong
4.1.6 Lodgewood by L’hotel Wanchai Hong Kong

Top5. Who can join Vivva Membership Programme?

 
5.1 Open to any individuals aged 18 years old or above with a valid identity proof, a valid email address, a valid contact phone number and a valid credit card which can be used to pay for their hotel bills;
5.2 Any individuals who have or have not patronized the L’hotel Group, can join Vivva with NO minimum requirements of hotel spending or stays; and
5.3 Vivva Membership Programme is a programme for individuals (end-users), not to companies, partnerships, associations, groups or other entities. Any member could not have more than one membership or any form of joint membership.

Top6. After registering as a new Vivva member, how long will it take to process my new membership registration? When can I start enjoy the member’s privileges?

 
6.1 Online application form – around 10 minutes (if you can access to internet and retrieve email from the email address you have registered with Vivva Membership Programme).
6.2 Printed application form – 5 working days
6.3 Once you have received your Vivva membership number in the “Welcome Email” from L’hotel Vivva Programme (vivva.members@lhotelgroup.com), you can start enjoying the member’s privileges and earning Vivva Dollars.

Top7. When will my Vivva membership expire?

 
7.1 Your Vivva membership will not expire until termination by either party.
7.2 Your membership level may change every membership year (i.e. membership movement), which is subject to the annual eligible spending amount.

Top8. How can I be upgraded to Premium membership to enjoy more privileges?

 
8.1 Once you have earned 10,000 Vivva Dollars or more (i.e. HK$10,000 eligible spending or more) at any participating hotels and serviced apartments within the same membership year, your membership level will be upgraded from Classic to Premium.
8.2 You can enjoy Premium member’s benefits immediately after the 10,000 Vivva Dollars are credited into your Vivva account within the same membership year. You do not need to wait until the end of the membership year to get an upgrade.

Top9. Can I keep my Premium membership every year?

 
9.1 Yes. As long as you keep the annual minimum eligible spending of HK$10,000 (i.e. to earn 10,000 Vivva Dollars) every membership year, you can keep the membership tier.
9.2 If your eligible spending is lower than HK$10,000 within the same membership year, your Premium membership would be adjusted to Classic membership.
9.3 Your can be upgraded to Premium membership again whenever you have earned 10,000 Vivva Dollars.

(B) New Membership Application

Top1. How to register new Vivva Classic Membership (Online or Offline)?

 
1.1 Two ways for application
1.1.1 Submit application online (recommended); or
1.1.2 Fill in printed application form and return to L’hotel Group Loyalty Marketing Office
1.2 Steps for Online Application Submission
1.2.1 Visit the Vivva Portal http://member.lhotelgroup.com, and then click “Join Now”.
1.2.2 Fill in the Online Registration Form, click “Submit”
1.2.3 Your Vivva Membership Application is now completed.
1.2.4 Check the inbox of your registered email and you will receive "Welcome email"which states your new Vivva Membership Number, Membership Type more.
1.2.5 Start earning Vivva Dollars and enjoy the member's benefits once you have your Vivva Membership Number.
1.3 Steps for Printed Application Form Submission
1.3.1 Pick up a printed application form from the Front Desk or restaurants & bars at any participating properties.
1.3.2 Fill in the application form and sign it.
1.3.3 Return the completed form to us through the hotel team members or by regular post to our office at:
Vivva Membership Programme
L’hotel Management Company Limited
38th Floor, Tower 2, Nina Tower, 8 Yeung Uk Road, Tsuen Wan, Hong Kong
1.3.4 It normally takes around 5 working days to complete new Classic membership application processing manually.
1.3.5 Within this period of time, you will receive the “Confirmation Email” from us (vivva.members@lhotelgroup.com) and later the “Welcome Email”. Follow the same steps 1.2.3 – 1.2.5 mentioned above.

Top2. Why didn’t I receive any Welcome Emails from Vivva although I submitted my online application submission few days ago? What might have gone wrong? What should I do?

 
2.1 Check all your email addresses, both inbox and Junk Mail box. Sometimes, some computer servers have very sophisticated security check/protection that our emails may be rejected automatically or may fall into your Junk Mail Box.
2.2 You might have input the wrong email address, so our emails may not reach you.
2.3 Contact Vivva Customer Service Team by email or phone to check if Vivva has any records about your application

Top3. Which email address should I use for Vivva Member Login?

 
3.1 This email address is your Vivva Member Login user ID and cannot be edited online by yourself as it must be unique (never been registered in the Vivva System before) and is regarded as your membership identification
3.1.1 Both work and personal email addresses are acceptable. Very often, members tend to use their personal email addresses due to convenience and flexibility. Work email address may be subject to access restrictions due to security and company policies.
3.1.2 Please choose an email address that you use often, you can retrieve email messages easily and quickly through a mobile device and it is not shared with others.
3.1.3 We will send all Vivva correspondence to this email (e.g. account password, Vivva Dollars balance, where and how you earn your Vivva Dollars and redeem your Vivva eVouchers)
3.1.4 Please update Vivva Customer Service Team of your new email address in writing, email us and list your old registered Vivva email address for identity proof before you can change to a new one.

Top4. Which phone number should I use for Vivva Membership Registration?

 
4.1 Choose the phone number that you use regularly on a long-term basis.
4.2 Your phone number must be unique (never been registered in the Vivva System before) and can be used as data for your membership number search.
4.3 If you have many phone numbers, do remember which one you have registered in the Vivva System, otherwise, we may not able to locate your membership record.
4.4 Please update your registered phone numbers if necessary (mobile phone number or preferred number) anytime as it can be edited online by yourselves.

Top5. What are mobile phone number and preferred phone number for?

 
5.1 Mobile phone number - must be unique (never been registered by other Vivva members). It is the data used for retrieving your Vivva record from the Vivva System when you cannot remember your membership number.
5.1.1 We will call this number to reach you (if necessary) for booking confirmation, membership administration issues or sometimes promotion offers through voice or text messages
5.1.2 It is preferably a phone number that you use often
5.2 Preferred phone number - you prefer us to call you at this number; it is NOT unique and can be shared with other Vivva members (e.g. members from the same company may want to use their departmental secretary’s office phone number as their preferred numbers)
5.2.1 You can use the same number for both mobile phone number and preferred phone number
5.2.2 If you want to keep your personal mobile phone number private, we will call your preferred phone number only (e.g. your personal assistant’s direct phone number).

(C) Vivva Membership eCard & Membership Identification

Top1. Do I have a Vivva membership card?

  Yes. It is a virtual card (i.e. Vivva Membership eCard), not a physical card.

Top2. What is the Vivva Membership eCard for?

 
2.1 It is your Vivva membership identity proof. It contains your latest Vivva account information in the Vivva System on it for your quick reference.
2.2 Please show your Vivva Membership eCard to your server at the participating properties before settling your hotel bills, or at the time of making reservations to enjoy our Vivva discounts or any Vivva promotions.
2.3 For some joint promotions with our strategic partners, you are required to show the Vivva Membership eCard before enjoying the offers.

Top3. When will I receive my Vivva Membership eCard after online application submission?

 
3.1 Immediately after you have submitted your online application (i.e. when you have received the Vivva Welcome Email)
3.2 The eCard is stored in your online Vivva Membership Account. This saves all the hassle of carrying it around in your wallet and applying for a replacement card in the case of misplacement.

Top4. Do I need to renew my Vivva Membership eCard or get a new eCard after my Vivva membership upgrade?

 
4.1 No. Your Vivva account information will be updated and renewed automatically.

Top5. How to retrieve or display my Vivva eCard?

 
Follow the steps below:
5.1 Member Login at http://member.lhotelgroup.com
5.2 Click “Membership eCard” tab to open and display the eCard. Click again to close it.

Top6. When to show my virtual Vivva Membership Card to prove my membership during my hotel visits?

 
6.1 Use your smartphone or the tablet/iPad at the hotel restaurants or reception desks to login your membership account to show your eCard.
6.2 F&B patronage
6.2.1 When you book a table, please quote your membership number over the phone
6.2.2 Before your server preparing for your hotel bill settlement
6.2.3 When you pay your deposit or advance payment by your own credit card
6.3 Hotel stays
6.3.1 When you make room reservations direct with the hotels, please quote your membership number over the phone or via email.
6.3.2 Upon arrival, please show the eCard for membership identifications to enjoy the Vivva Members Rates.
6.3.3 Upon departure, show your eCard or quote your membership number to the receptionist before check-out or payment to facilitate Vivva Dollars earning.
6.4 Events, Meetings and Banquets
6.4.1 Please confirm the Vivva Dollars recipient with your catering sales contact five days before your event date.
6.4.2 Before your balance payment at the end of the event, please identify your valid membership and show your eCard.
6.4.3 When you pay your deposit(s) or advance payment before event date, please identify your valid membership and show your eCard.

Top7. What to do if I cannot login my Vivva membership account online or show my Vivva Membership eCard when I claim my member’s privileges?

 
7.1 You can quote the following information to your server at the participating properties during your hotel visit:
7.1.1 Registered mobile phone number or preferred phone number – tell them the country/area code of your number too
7.1.2 Email address
7.1.3 Your registered name (Surname and Given Name in English spelling) in the Vivva System

(D) Online Member Login & Password

Top1. What if I have forgotten my Member Login Password?

 
1.1 Go to the Vivva Portal at http://member.lhotelgroup.com
1.2 Click “? Forgot Password”. Follow the instructions there. Type in your registered member login email. Your existing login password will be sent to your registered email address.

Top2. How to login my Vivva Membership Account?

 
2.1 Visit the Vivva Portal at http://member.lhotelgroup.com. Find “Member Login” and enter the following:
2.1.1 Your Vivva member “Login email” e.g. xxxxx@gmail.com
2.1.2 Your “Login password” (8 -16 digits or alphabets, no space and punctuations)
2.1.3 Press “enter” or “login” button

Top3. What can I do in the “Members Login Area”?

 
3.1 View your Vivva Membership eCard
3.2 View and edit your membership profile except member’s name, email address, birthday, membership number and membership tiers
3.3 Check and view your Vivva Dollars earning history and balance
3.4 Convert Vivva Dollars to eVouchers
3.5 Check and view eVouchers redemption history and balance

Top4. Where can I view my membership number and membership level?

 
4.1 Your virtual membership eCard.
4.2 Your profile page on Vivva portal.

Top5. How can I change my Login Password?

 
5.1 Go to the Vivva Portal at http://member.lhotelgroup.com. Login your Vivva account and go to “Profile” Page.
5.2 Edit your password under Login Information. The password is case sensitive and should be formed by 8-16 digits (0-9) or alphabets (a-z, A-Z).

(E) Online Vivva Account Profile Editing

Top1. Can I update my Vivva account information online by myself?

 
1.1 Yes. Most personal information can be edited by members online via the Vivva Portal at http://member.lhotelgroup.com except Member’s Name, Login Email Address and Birthday.
1.2 Login Your Vivva account. Go to “Profile” Page to edit Vivva account information. Click “Submit” button to confirm.

Top2. Change Member Login Password

 
2.1 Go to “Login Information” section. Enter a new password twice to confirm.
2.2 The password is case sensitive and should be formed by 8-16 digits (0-9) or alphabets (a-z, A-Z).

Top3. Change Mobile Phone Number (unique)

 
3.1 It must be a valid phone number which is unique (has not been registered before) in the Vivva System.
3.2 It is recommended to choose the mobile phone number that you use regularly.
3.3 This phone number helps your server at the participating properties to identify your Vivva membership.
3.4 If your mobile phone number is changed, please edit it online at the Vivva Portal.

Top4. Change Preferred Phone Number

 
4.1 You prefer us to contact you via this phone number instead of the mobile phone number.
4.2 Enter the same “mobile phone number” in this field or enter your assistant’s phone number, your home or office direct line.

Top5. Change Member Login Email (unique and valid)

 
5.1 The Member Login Email cannot be changed by members themselves. Any editing must be done through Vivva Customer Service Team by email (vivva.members@lhotelgroup.com).
5.2 Send a written request with the existing Member Login Email and advise us member’s name, membership number and NEW member login email address by email.
5.3 Recommended Member Login Email:
5.3.1 It must be a valid email address which is unique (has not been registered before) in the Vivva System.
5.3.2 Choose an email address that you check often and can retrieve email via your smartphone or mobile device.
5.3.3 All email correspondence will be sent to this email address.
5.3.4 This email helps your server at the participating properties to identify your Vivva membership quickly when you patronize our properties.

Top6. Change Birthday Record

 
6.1 Members are required to provide their date of birth (month & date only) in order to earn the Birthday Vivva Dollars through system automation.
6.2 Date of birth update is to be done through Vivva Customer Service Team.
6.3 Send an email request from member’s registered email address to Vivva Customer Service Team at vivva.members@lhotelgroup.com with supporting document.

Top7. When will my Vivva account information be effective after online updates?

 
7.1 Immediate after submission

(F) Vivva Dollars & Eligible Spending

Top1. What is Vivva Dollar?

 
1.1 Vivva Dollars are bonus points earned by valid Vivva members on eligible spending at participating hotels and serviced apartments. After earning Vivva Dollars, members can convert them to eVouchers for hotel bill settlement.
1.2 For every HK$1 eligible spending, members can earn 1 Vivva Dollar. Same rate applies to all membership types, as well as spending on guestrooms, restaurants & bars and banquet across all participating hotels and serviced apartments.
1.3 Vivva Dollars earning would be rounded down to the nearest dollar. (e.g. hotel bill is HK$11,676.90, Vivva Dollars earned would be 11,676)
1.4 No combination of membership accounts or Vivva Dollars is allowed. You can only convert your own Vivva Dollars and redeem them as vouchers within a single membership account.

Top2. What is the validity of my Vivva Dollars?

 
2.1 Vivva Dollars are valid within the same membership year that the Vivva Dollars are earned.
2.2 For example, you have earned a total of 20,000 Vivva Dollars at different times during one membership year (July 1, 2013 – June 30, 2014). You should convert the Vivva Dollars to eVouchers online not later than June 30, 2014; otherwise, your Vivva Dollars will be forfeited on July 1, 2014.
2.3 All Vivva Dollars and reward redemption are valid and effective only when your Vivva membership is valid. When the membership is not valid, all accumulated Vivva Dollars and eVouchers will be forfeited.

Top3. When can I receive my Vivva Dollars?

 
3.1 You will only receive Vivva Dollars for all eligible spending after you have completed your stay and checked out of the hotel with full payment. The Vivva Dollars will be credited into your account on the next day after your departure.
3.2 For an eligible restaurant spending, your Vivva Dollars will normally be credited into your account the following day after the full payment.
3.3 For an eligible catering/event spending, your Vivva dollars will be credited into your account within 3-4 weeks after your event and full payment.

Top4. Is there any blackout dates for Vivva Dollars earning?

 
4.1 No.
4.2 You can earn Vivva Dollars on eligible spending at the same rate (HK$1 = 1 Vivva Dollar) any time throughout the year except those specified.

Top5. How do I check if the Vivva Dollars which earned from eligible spending has been credited to my Vivva account?

 
5.1 You can check them online at the Member Login Area of the Vivva Portal (http://member.lhotelgroup.com). Login your Vivva account and click onto “My Vivva Dollars” page.

Top6. Do I earn Vivva Dollars on advance payment or deposit?

 
6.1 Yes.
6.2 If you are a room guest or banquet guest, you can earn Vivva Dollars on advance payment or deposit. The related Vivva Dollars will be credited to your Vivva account only AFTER your room nights or events are materialized with full payment settled.
6.3 If you are a dining guest, you can earn Vivva Dollars on advance payment or deposit only if they are paid with your own credit card. The related Vivva Dollars will be credited to your Vivva account only AFTER your meals are materialized with full payment settled.
6.4 Simply present the original copy of the official receipt of the deposit or advance payment to your server at the time of final payment settlement on event date or check-out date.

Top7. I am required to pay my dining checks with my credit card in order to earn Vivva Dollars. Yet, my credit card has my Chinese name on it only while my registered name of Vivva membership does not include my Chinese name or its initials. What shall I do?

 
7.1 Please ask Vivva Customer Service Department for registered member’s name update. Please email to the Vivva Customer Service Department at vivva.members@lhotelgroup.com with your registered email for assistance, together with the supporting document and the image of the card front of your credit card on which the English spelling of your Chinese name is imprinted.

(G) Missing Vivva Dollars Claims

Top1. I was in a hurry when I checked out and forgot to present my Vivva Membership eCard to get my Vivva Dollars. I have a valid membership and stay in a participating hotel at an eligible rate. Can I claim those missing Vivva Dollars for that particular stay? If yes, how?

 
1.1 Yes, you can claim those missing Vivva Dollars for your eligible stay within 3 months after your departure.
1.2 To facilitate the Vivva Dollars claim, please provide the sufficient information and valid supporting document, e.g. guest folio/check, payment receipt (e.g. credit card payment slip).
1.3 Send your missing Vivva Dollars request to Vivva Membership Programme by email at vivva.members@lhotelgroup.com and advise us the following:
1.3.1 Member’s Name
1.3.2 Membership Number
1.3.3 Contact Phone Number
1.3.4 Period of Stay/Visit of the missing Vivva Dollars transaction (Arrival & Departure)
1.3.5 Which property and/or restaurant in which this missing Vivva Dollars transaction took place
1.3.6 Amount of missing Vivva Dollars concerned

(H) Earn Vivva Dollars on Hotel Stays (Eligible Room Spending)

Top1. How can I earn Vivva Dollars from hotel stay?

 
1.1 You can earn Vivva Dollars on room spending of qualifying bookings at any participating hotels and serviced apartments include:
1.1.1 Direct bookings — Book direct with the hotels and serviced apartments via the corporate websites of the participating hotels and serviced apartments, hotel corporate sales and reservations teams or front office teams, e.g. walk-in guests, individual travelers (F.I.T.)
1.1.2 Direct Pay bookings — Pay direct to the hotel and serviced apartments for OTA booking (Guest’s Own Account). Though it is a third party booking via travel agent or online travel agent (OTA), Vivva Dollars apply as long as the member pays the room charge direct to the hotel.
1.2 Third party payment does not apply to Vivva Dollars earning (including company paid account) no matter it is a qualifying booking or not.

Top2. What room related spending is not entitled to Vivva Dollars (ineligible room spending)?

 
2.1 Cash advance transactions
2.2 Cash pay-out
2.3 Incidental expenses of ineligible stays (non-qualifying room rates)
2.4 “No Show” room charge and the related charges incurred
2.5 Penalty & compensation charges
2.6 Tips (both cash or credit card)
2.7 Tour group rates, tour operator rates, employee rates, bartered rooms, and more

Top3. Do I earn Vivva Dollars on 10% service charge?

 
3.1 Yes. You can earn Vivva Dollars from the 10% service charge.

Top4. Do I earn Vivva Dollars on incidental expense?

 
4.1 Depending on if you are paying a qualifying room rate:
4.1.1 Any incidental expenses incurred during the eligible stay (qualifying room rate) are entitled to Vivva Dollars earning
4.1.2 If it is an ineligible stay (non-qualifying room rate), then all incidental charges incurred are not entitled to Vivva Dollars earning
4.2 Vivva Dollars earning applies to the following incidental charges:
4.2.1 food & beverage consumption at hotel restaurants & bars during the same stay
4.2.2 in-room dining
4.2.3 telephone charges
4.2.4 mini-bar
4.2.5 laundry and dry-cleaning
4.2.6 airport transfer
4.2.7 executive lounge access supplement

Top5. Do I earn Vivva Dollars on advance payment and deposit?

 
5.1 Yes. Advance payment or deposit of eligible stays can earn Vivva Dollars and will be credited to your Vivva account only after the room nights are materialized, checked out and fully paid.

Top6. I made my room booking online at your hotel’s official website, and stayed 2 nights at your hotel last week. When should I expect to receive Vivva Dollars after my stay?

 
6.1 You should have received your Vivva Dollars one day after check-out, provided that you have a valid membership at the time of departure and settled your bill with no outstanding balance.

Top7. I am a long staying guest of Lodgewood. I was on a 3-month lease. I just checked out yesterday, when should I expect to receive my Vivva Dollars earned on this monthly stay?

 
7.1 You will receive Vivva Dollars earned on your room charges 3-4 weeks after your departure and bill settlement.

Top8. If I am a guest of your serviced apartments on a monthly lease, can my utility charges earn Vivva Dollars?

 
8.1 No. You can earn Vivva Dollars on the room charges and rooms incidentals only. Utility charges which include electricity, gas and water do not apply to Vivva Dollars earning.

Top9. Can I earn Vivva Dollars on my stay if I pay cash upon check-out?

 
9.1 Yes. Members who pay qualifying rates direct to the hotel can earn Vivva Dollars, no matter they pay in cash or by credit card. There is no special requirement for payment methods.
9.2 Yet, if the hotel bill is paid by the guest’s company or any 3rd party, they will not earn any Vivva Dollars on that stay.

Top10. During a stay, how many rooms can I earn Vivva Dollars on?

 
10.1 Up to 4 rooms per night per stay (member’s room and three additional rooms) will be credited into your Vivva account, provided that
10.1.1 You one of the registered guests and physically stay in one of the rooms; and
10.1.2 You pay for all expenses related to all those rooms in full (100% full settlement of room charges and incidentals) upon check-out; and
10.1.3 Your period of stay should be overlapping with that of the other guests in those additional rooms;
10.1.4 The reservation of all these rooms should be made at qualifying rates and at least one of those rooms is reserved under your name; and
10.1.5 The bills (guest folios) of all these rooms (including your room and additional rooms) must be in your name.
10.2 At the time of room reservations, please inform your hotel reservations contact that you want to earn Vivva Dollars on this group booking of 4 rooms under your name. Please quote your membership number too.
10.3 Upon your arrival, please register at the hotel reception and present your valid Vivva Membership eCard for membership identification.

Top11. Can I earn Vivva Dollars from my hotel stay when I attend a convention or group meeting?

 
11.1 You can earn Vivva Dollars on your guestroom spending only if you (not the convention organizer) pay the room charges direct to the hotel. Please inform hotel front office team accordingly upon check-in.
11.2 You cannot earn Vivva Dollars if your room bill is settled by the convention organizer in a master bill.

Top12. I am not yet a member but I have been staying at your hotels for a few times. Can I earn Vivva Dollars for those stays?

 
12.1 No. Vivva Dollars cannot be retroactively credited for stays or food & beverage expenses prior to membership confirmation.

Top13. When I check-in one of the participating hotels, do I need to show my Vivva Membership eCard to enjoy my Vivva Members Rate and other member’s benefits?

 
13.1 Yes. When you check-in, please show your Vivva Membership eCard to your server at the hotel reception. If you don’t have a valid Vivva membership, you are required to pay the Best Available Rate (BAR) of the arrival day instead of your Vivva Members Rate.

Top14. I joined Vivva after checking-in yesterday and I am checking out tomorrow. How do I identify my Vivva membership? Can I earn Vivva Dollars for this (eligible) stay?

 
14.1 Yes, you can earn Vivva Dollars if you join Vivva Membership Programme after arrival (or during stay) and have activated your membership before departure.
14.2 To identify yourself as a Vivva member, please login and show your Vivva Membership eCard. Alternatively, you can quote your membership number or mobile phone number you registered at the Vivva System. The hotel receptionist can check your Vivva record from our system.

(I) Earn Vivva Dollars on Food & Beverage (Eligible F&B Spending)

Top1. How can I earn Vivva Dollars on my food & beverage expenses at a hotel restaurant?

 
1.1 You can earn Vivva Dollars on any eligible food and beverage spending with a maximum of HK$100,000 per transaction at any restaurants and bars of the participating hotels and serviced apartments, including in-room dining and takeaway.
1.2 The amount of Vivva Dollars you earned is the settlement amount on the guest check (inclusive of 10% service charge) after discounts and eVoucher redemption amount. Vivva Dollars do not apply to tips (both cash or credit card).

Top2. I want to earn Vivva Dollars on my restaurant bill. How should I pay to earn Vivva Dollars?

 
2.1 You can earn Vivva Dollars on any food and beverage spending at hotel restaurants and bars only if they are paid by your own credit card.
2.2 The credit card is used as a tool for your membership identification and the proof of spending to ensure correct Vivva Dollars posting to the right member’s Vivva account for security and auditing purposes.

Top3. Can I earn Vivva Dollars on deposit or advance payment?

 
3.1 Yes. If you pay both the deposit and the balance by your own credit card. The Vivva Dollars earned on the deposit will be credited into your Vivva account after the booking is materialized (i.e. after event date).
3.2 If you pay the deposit in cash and the balance by your own credit card, you can earn Vivva Dollars on the balance payment settled by your own credit card only. No Vivva Dollars earned on any cash payment.
3.3 To earn Vivva Dollars, you are required to tell your server your membership number or present your Vivva Membership eCard before payment.

Top4. Do I earn Vivva Dollars if I transfer my in-room dining bills to my room bill?

 
4.1 Yes. If your stay is eligible (qualifying room rate) for Vivva Dollars earning, you can transfer your in-room dining bills to your room bill and earn Vivva Dollar for both.
4.2 No. If your stay is ineligible (non-qualifying room rate), you cannot earn Vivva Dollars on your F&B expenses (e.g. in-room dining or restaurant consumption) when you transfer your F&B bill to your room account (master account).
4.3 If you are not sure if it is an eligible stay to earn Vivva Dollars on F&B spending, simply pay the F&B bill separately by your credit card at the restaurant (not sending the bill to your room bill) to earn Vivva Dollars on your F&B spending.

Top5. When I dine at the restaurant, do I need to show my Membership eCard to enjoy my member’s benefits?

 
5.1 Yes, please show your Vivva Membership eCard after logging in your account online with your smartphone at the restaurant where free Wi-Fi is available.
5.2 If you don’t have access to internet, please login via our hotel iPad your server provides you.

Top6. What to do if I can’t login my Vivva account, nor display show my membership eCard?

 
6.1 Tell your server at the participating properties your registered phone number, registered member’s name or email address.
6.2 Your server can help retrieving your membership details, i.e. membership number, membership type and your Vivva Dollars balance and their expiry dates.

Top7. My credit card offers me an attractive 35% discount on dinner buffet. The all-day Vivva Member Discount is 15%. Can I take advantage of that 35% discount and earning Vivva Dollars on that bill at the same time?

 
7.1 Yes. Feel free to enjoy whichever discount rates available at the time of patronage to suit your needs. You can still earn Vivva Dollars on whatever settlement amount that you are paying for. No matter which discount offer you choose, you have to meet the specific requirements for enjoying that particular offer.
7.2 All discount offers cannot be used in conjunction with any other promotional offers

(J) Earn Vivva Dollars on Events (Eligible Catering Spending)

Top1. What kinds of catering events or meetings can I earn Vivva Dollars on?

 
1.1 Any corporate meetings, training, cocktail reception, private banquets and wedding parties held at any participating properties, including outside catering service

Top2. Who are entitled to Vivva Dollars on catering spending?

 
2.1 Event organizer or event host who pays for the event
2.2 For private events, the host or the event organizer (except vendor of the event host) who pays for the bill can earn Vivva Dollars on the spending on their events
2.3 If there are two hosts in the same event (e.g. bride and groom in a wedding banquet), only one of them can earn Vivva Dollars
2.4 For corporate events, the Vivva Dollars recipient should be nominated by the company in writing (e.g. email). The event organizer is required to advise catering team the Vivva Dollars recipient’s name and his/her Vivva membership number.

Top3. Any maximum amount of Vivva Dollars earned per transaction on events, meetings & catering services?

 
3.1 Maximum 100,000 Vivva Dollars per transaction (i.e. HK$100,000 eligible spending) at any ballroom and function rooms of the participating properties, including outside catering.
3.2 You can earn Vivva Dollars on the net settlement amount of events, meetings and catering consumption expenses including 10% service charge and deposit amount (if any) AFTER deduction from any discounts and Vivva eVoucher redemption amounts.
3.3 No special payment method is required to facilitate Vivva Dollars earning.

Top4. I am organizing a banquet party at the function rooms of a participating hotel. When do I need to tell the hotel catering sales team to credit the Vivva Dollars earned on that function into my Vivva account?

 
4.1 Please advise our catering sales team member your membership number and registered name in writing (e.g. Email) at least five (5) days before event commencement date.
4.2 You must have a valid membership before the Vivva Dollars incurred from that event.

Top5. Can I earn Vivva Dollars on advance payments or deposit? If yes, when do I receive them?

 
5.1 Yes. Advance payment and deposit are entitled to Vivva Dollars. They will be credited into your Vivva account after the event date and bill settlement in full.
5.2 It normally takes 1 day (overnight) for a one-day event to process the Vivva Dollars.
5.3 For those more complicated events, it takes 3-4 weeks, e.g. MICE group and multi-day conference.

Top6. I want to have one master bill for all hotel expenses (e.g. guestrooms, banquet, and meeting) but it will be paid by me and 2 other Vivva members so that all of them can earn Vivva Dollars. Can I split the master bill and share Vivva Dollars with another organizer?

 
6.1 No split bill please. One master bill for one member to earn Vivva Dollars. If you are the event organizer, you can earn Vivva Dollars on the total spending but cannot share Vivva Dollars earned on the same bill.
6.2 Two members can earn Vivva Dollars on this event when one of them pay the guestroom bill at the Front Desk and the other member pay the catering bill (meeting and banquet) separately without posting it to a master account.

Top7. When can I be upgraded to Premium after paying over HK$10,000 advance payment for my upcoming dinner party?

 
7.1 Although the total bill is fully settled before the event day (i.e. 100% advance payment), members would receive the Vivva Dollars and be upgraded to Premium level only AFTER the event date.

(K) E-Vouchers & Rewards Redemption

Top1. What are the rewards?

 
1.1 Vivva eVouchers — Hotel cash voucher for rooms and food & beverage which can be redeemed at any participating properties.
1.2 There are 3 types of Vivva eVouchers — L’hotel room eVouchers, Lodgewood room eVouchers, Dining eVouchers for both restaurants and catering use
1.3 Each of them has the same cash value of HK$40 for redemption with a validity of 12 consecutive months from its issue date (conversion date).

Top2. What are the eVouchers for?

 
2.1 Convert your Vivva Dollars earned to your selected type of Vivva eVouchers at different conversion rate.
2.2 Reward List & Conversion Table:
ItemeVoucher TypeVivva Dollars Required
 
 
A HK$40 Dining eVoucher 2,000
B HK$40 Lodgewood Room eVoucher 2,000
C HK$40 L'hotel Room eVoucher 1,000
2.3 To use the eVouchers for hotel bill settlement at any participating properties to save more
2.3.1 Dining eVouchers are redeemed to settle the restaurant, meeting or banquet bills
2.3.2 L’hotel room eVouchers and Lodgewood room eVouchers are for settling room payment at L’hotel branded properties and Lodgewood branded serviced apartment respectively.
2.4 For example, you have 4,000 Vivva Dollars, convert them to 2 dining eVouchers (worth HK$80 in total). You use the 2 dining eVouchers to settle your hotel dining bill of HK$100. All you need to pay is HK$20 only.

Top3. Can I use eVouchers for deposit or advance payment?

 
3.1 No. eVouchers cannot be used to pay the deposit or settle any advance payment. Yet, they can be used for settling the balance payment on the event date or departure date.

Top4. How do I convert Vivva Dollars to eVouchers?

 
4.1 Convert your Vivva Dollars to eVouchers online at the Member Login Area of the Vivva Portal at http://member.lhotelgroup.com before your Vivva Dollars expire
4.2 You must have a valid Vivva membership to do the Vivva Dollars conversion and reward redemption.
4.3 Follow the steps below to convert Vivva Dollars to eVouchers:
4.3.1 Login your Vivva account and click onto “Your Vivva Dollars” page
4.3.2 Go to the “Vivva Dollars Conversion” table and enter the quantity of eVouhers you wish to convert next to the types of eVouchers of your choice
4.3.3 Press “Submit” button to confirm your claim
4.3.4 Your newly claimed eVouchers will be shown in the “Your eVouchers” page

Top5. Do I receive eVoucher by mail after I have converted the eVoucher? How long does it take before I can use the eVouchers upon online conversion?

 
5.1 You will not receive any physical form of eVoucher by any channel. The eVoucher is stored in your Vivva account (like in an electronic wallet)
5.2 You can use the eVouchers immediately after online conversion
5.3 No need to download and print out the eVoucher for redemption.

Top6. How do I check how many eVouchers I currently have and I have already redeemed?

 
6.1 You can check them online at the “Member Login Area” of the Vivva Portal http://member.lhotelgroup.com. Login your Vivva account and click onto “My eVouchers” page. You can check the following:
6.1.1 How many eVouchers and types of eVouchers you currently have
6.1.2 eVoucher expiry date
6.1.3 eVoucher redemption history

Top7. When do my eVouchers expire?

 
7.1 12 months from the date of issue

Top8. Any black-out dates for eVouchers?

 
8.1 No black-out dates. eVouchers are to be redeemed as good as “cash” at the participating properties for bill settlement throughout the year as long as the members are valid members at the time of redemption.

Top9. Any terms and conditions of use?

 
9.1 The eVouchers are easy to use and very flexible.
9.2 No maximum quantity of eVouchers to be used per transaction
9.3 No minimum spending amount is required
9.4 eVouchers are not cashable in whole or part and cannot be shared or transferred to other members for bill settlement.
9.5 No change will be given should there be a positive balance in the guest check or guest folio after the eVouchers redemption.

Top10. How do I use the eVouchers for bill settlement?

 
10.1 Present your Vivva Membership eCard to your server to identify your Vivva membership and membership number
10.2 Check if you have the appropriate type of eVouchers to pay for the related bills
10.3 Convert eVouchers online if you don’t have any appropriate eVouchers before settling the bill
10.4 Tell your server how many eVouchers you want to redeem for bill settlement
10.5 The system will automatically choose to use your eVouchers which expire soon on a “first-in, first-out” basis.
10.6 The eVouchers will be automatically deducted from the system instantly once redeemed for bill settlement.
10.7 Check the redeemable eVouchers amount on the guest checks or guest folio if they are correct. If yes, please sign on the guest check or guest folio for endorsement and acknowledgement.

(L) Benefits & Privileges

Top1. What are the benefits and privileges for members?

 
1.1 Both Classic & Premium members can enjoy discounts and benefits which include:
1.1.1 Vivva Dollars earning on eligible rooms, dining and catering spending
1.1.2 Up to 20% discount on food & beverage and event & catering services
1.1.3 Vivva Members Rates for Direct Booking
1.1.4 Vivva eVouchers redemption to pay the hotel bills
1.1.5 Birthday Vivva Dollars, free car parking facilities, special offers from strategic partners and more
1.1.6 Latest Vivva news and hotel promotions via email and Vivva portal
1.2 Ad hoc or tactical promotions on hotel F&B, rooms and catering apply to both Classic and Premium members. Please refer to the Promotion Boxes on Vivva Portal for details
1.3 For details, please refer to Benefits

Top2. Any black-out date for enjoying the benefits and privileges?

 
2.1 Yes, there are black-out dates for member discount offers on rooms and food & beverage and some birthday privileges. For black-out dates, please refer to http://member.lhotelgroup.com/benefits

(M) Birthday Privileges

Top1. What are the benefits and privileges for members’ birthday?

 
1.1 Both Classic and Premium members can earn 2,000 Birthday Vivva Dollars upon the first patronage at any participating properties during the birthday month.
1.2 Premium members can also enjoy complimentary room upgrade to the next category for one room night at participating hotel when they stay with us at a qualifying rate on the birthday (subject to availability upon check-in)

Top2. How can I get my 2,000 Birthday Vivva Dollars?

 
2.1 Members can earn 2,000 Birthday Vivva Dollars once per calendar year upon the first patronage with eligible spending on rooms, food & beverage and banquet during the birthday month.
2.2 This offer is valid only in the birthday month every year and it will be forfeited if not claimed.
2.3 The 2,000 Birthday Vivva Dollars will be credited automatically into member’s Vivva account on the following day upon his/her birthday visit.
2.4 The Birthday Vivva Dollars transaction can be found in the Vivva Dollars transaction history in the Member’s Login Area on the Vivva website.

Top3. If the birthday date in the profile is incorrect, how to update my date of birth?

 
3.1 Send an email request to vivva.members@lhotelgroup.com by your registered email with the supporting document which can show your image and date of birth.

Top4. My birthday is in July. I was travelling overseas during my birthday month and could not celebrate my birthday at your hotels. Can I enjoy the offer after I return in August?

 
4.1 We are afraid not. Members could enjoy the offer within the birthday month or on the birthday only (depends on the type of birthday benefits).

Top5. Any black-out date for birthday benefits and privileges?

 
5.1 No black-out date applies for both the complimentary 2,000 birthday Vivva Dollars earning and complimentary room upgrade.