Important Announcements about Crown Rewards

Important Announcements about Crown Rewards

With the closure of Crown Melbourne, we understand Crown Rewards members have had no opportunity to earn Status Credits for the last seven months. That’s why we’re helping eligible members maintain the benefits of their membership by providing a range of support including:
  • a 12-month Status Extension for eligible members (as announced in March 2020) 
  • an up to 12-months validity extension for Platinum and Black member complimentary hotel room nights 
  • extending the validity of membership cards
  • providing a new, simple online form that enables members to nominate email as their preferred channel to receive player activity statements 
Please note: With the health and safety of our members as our number one priority, when we re-open our doors, we need to ensure that any benefits or rewards we offer can be earned and redeemed safely. As such, certain offers, promotions and rewards that were active prior to our closure will soon be placed on pause. These features of the Crown Rewards program will be reassessed on an ongoing basis as we move through the stages of re-opening and be reintroduced in some capacity as and when it’s deemed safe to do so. For more information on which features have been paused, please contact 1 300 8 CROWN (1 300 827 696).
What does tier status extension mean?
Because we appreciate the need for flexibility at this time, Crown is taking measures to preserve the tier benefits of members. At the commencement of the Membership Cycle that began 1 April 2020, even if you had not already retained it in your own right, Crown Rewards automatically guaranteed the tier status (as at 31 March 2020) of all eligible members for the Membership Cycle (through 30 September 2020.) On 1 October 2020, the tier status of all eligible members was again automatically extended – this time through 31 March 2021.

Once Crown Melbourne re-opens, Crown Rewards will make another announcement regarding the requirements to maintain tier for the Membership Cycle that ends 30 September 2021.
Who is eligible for tier status extension?
All Black, Platinum, Gold and Silver Crown Rewards members who have not earned the required Status Credits to retain their tier status in their own right, and who are not excluded from Crown Melbourne for any reason.
Do I need to do anything to ensure my tier status is extended?
No, we have automatically extended your status until 31 March 2021. Your new membership card will be available for collection from a Crown Rewards desk or, for Gold tier and above members, a Premium Room reception desk until 31 March 2021. Your current card will continue to work until your new card is collected. 
When will my tier status extension be actioned?
Crown has already actioned your tier status extension (on 1 October 2020.) Your tier status is maintained through 31 March 2021.
Where can I see my tier status?
You can view your status when you log into the Crown Rewards Member Hub. To login to the Crown Rewards Member Hub, navigate to www.crownmelbourne.com.au/crown-rewards and click on “Log In” in the top right-hand corner of the screen. You can also view your status on the Crown Rewards tab of the Crown Resorts mobile App. Click here to download the Crown Resorts App for Apple iOS, or here to download the Android version.
Until when will my tier status be extended?
The tier status of eligible members has automatically been extended through 31 March 2021.
What happens if I had already retained my status, will it still be extended by twelve (12) months?
Yes. If you had already retained your tier status before 31 March 2020 for the next Membership Cycle, your tier status has automatically been extended for the next Membership Cycle that commenced 1 October 2020. Once Crown Melbourne re-opens, Crown Rewards will make another announcement regarding the requirements to maintain tier for the Membership Cycle that ends 30 September 2021.
I was only a handful of Status Credits away from reaching the next tier level before the forced closure, and I was on track to make the next tier threshold? Do I miss out?
Please contact Crown Rewards at 1 300 8 CROWN (1 300 827 696) and submit your enquiry. Upon re-opening, Crown Rewards management will assess your circumstances and contact you directly to discuss your case.
When Crown extends my tier status, will my Status Credits still reset to zero?
Yes. On 1 April 2020, at the start of the then-new Membership Cycle, the Status Credit balance of all member accounts were reset to zero as usual.
What will happen to my points balance?
Your points balance will be unaffected. In March 2020, we announced that Crown would not elect to exercise its rights according to clause 2.11 of the Crown Rewards Program Rules. At that time, we advised we would be pausing points expiry for 12 months. Given the re-opening status of Crown Melbourne is still pending, we have further extended the moratorium on points expiry until 30 September 2021.
Will I receive a new membership card?
For your convenience, we have extended membership card validity on any cards that have expired after March 2020. If the date on your membership card indicates it expired during this year, it has subsequently been reactivated within Crown systems. When Crown re-opens, you can reprint your card at a time of your convenience. In the meantime, you can rest assured your card will continue to work everywhere you’d expect it to - including the car park.

You can view your status when you log into the Crown Rewards Hub. To login to the Crown Rewards Hub, navigate to www.crownmelbourne.com.au/crown-rewards and click on “Log In” in the top right-hand corner of the screen. You can also view your status on the Crown Rewards tab of the Crown Resorts mobile App. Click here to download the Crown Resorts App for Apple iOS, or here to download the Android version.
What will happen to my Platinum and Black Reward hotel room nights?

Platinum Rewards
We noted in our member communication back in March that the validity of any unredeemed (or cancelled) hotel room nights for membership cycle 1 Oct 2019 – 31 Mar 2020 will be extended until 30 Sep 2020. As Crown has remained closed during this period, we have further extended the expiry of these nights to 31 Mar 2021.

Platinum Rewards associated with membership cycles 1 Apr 2020 – 30 Sep 2020 and 1 Oct 2020 – 31 Mar 2021 will be available for selection once Crown Melbourne is fully operational.

Black Rewards
The below table outlines the number of complimentary hotel room nights gifted to Black members since the closure of Crown Melbourne, and the associated validity policies:
 
For the Membership Cycle:
1 Oct 2019 – 31 Mar 2020
For the Membership Cycle:
1 Apr 2020 – 30 Sep 2020
For the Membership Cycle:
1 Oct 2020 – 31 Mar 2021
The validity of any unredeemed (or cancelled) hotel room nights from this Membership Cycle has been extended until 31 Mar 2021. 3 comp hotel room nights have been loaded to all eligible Black member accounts. These room nights may be redeemed until 31 July 2021. 3 comp hotel room nights have been loaded to all eligible Black member accounts. These room nights may be redeemed until 30 August 2021.
 
Will the expiry on interstate comp points change?
Yes. For interstate comp program players, the validity of comp points earned from activity within a relevant domestic program and due to expire on or after 18 March 2020 has been extended for twelve (12) months. Upon Crown Melbourne re-opening, please speak with your host for any further or revised updates.
I have received March promotional offers. Since Crown’s gaming facilities and restaurants are temporarily closed, I am unable to claim this offer.
Due to the temporary closure of Crown’s gaming facilities, March 2020 promotional offers will not be able to be redeemed.
I would like to update my address, email or other contact details on my account. How do I do this while Crown Rewards Desks are temporarily inaccessible?
Please contact Crown Rewards Member Support at 1 300 8 CROWN (1 300 827 696). Please note, however, before we can update your account, you will first need to verify your account by providing your full name, DOB and a residential address that matches the details we currently hold on our system. Once your account is verified, we will be happy to assist in updating your details.

You can update your mobile number and your email address by logging into your account at the Crown Rewards Member Hub here.
I had my birthday while Crown Melbourne’s been closed, will I still be able to redeem my birthday reward and any other rewards when Crown re-opens?
We’re sorry we missed your birthday celebrations…Happy Birthday! With the health and safety of our members as our number one priority, when we re-open our doors, we need to ensure that any benefits or rewards we offer can be earned and redeemed safely. As such, certain offers, promotions and rewards that were active prior to our closure will soon be placed on pause. These features of the Crown Rewards program will be reassessed on an ongoing basis as we move through the stages of re-opening and be reintroduced in some capacity as and when it’s deemed safe to do so. For more information on which features have been paused, please contact 1 300 8 CROWN (1 300 827 696).
In March, I stayed at a Crown hotel and dined at one of the restaurants, but I still haven’t received the points. When will I see these points in my account?
If you have not yet received your points for a qualified transaction, please send an email to us at crownrewardshub@crownresorts.com.au. Please include a copy of your invoice or receipt. We apologise for the inconvenience; however, we will only be able to process your claim once Crown re-opens.
I’m having trouble logging into the Member Hub. How can I get assistance?
Please contact Crown Rewards Member Support at 1 300 8 CROWN (1 300 827 696). Once we have successfully established your identity, we will be able to email you a reset link to the email address listed on your account. This link will enable you to reset your password to the Member Hub.

Alternatively, for your convenience, we’ve added the ability to update your PIN in the Crown Resorts Mobile App.
  • Open the App
  • Select the "Info" icon in the menu at the bottom of the page
  • Select the second choice from the top of the page entitled, “Change your PIN” and follow the on-screen instructions.

What will happen with the VIP Luxury Car Promotion that was running in March?
Once Crown re-opens, the Luxury Car promotion will be reinstated and all entries received before Crown was temporarily closed will be added to the new draw. Information relating to the newly structured promotion will be communicated to members in advance of the promotion restarting.
I usually collect my player activity statement from the Crown Rewards desk each year. With Crown Melbourne closed I have been unable to. Can I change to receive my player activity statement via email?

Players who are members of a Crown Rewards can either elect to have their annual player activity statement:
  • sent to them via post, email or electronic communication; or
  • elect to collect it from the Crown Melbourne.
If you’d like to receive your player activity statement by email, please click here complete and submit the online form. Your preferred channel will be updated within 14 days and your annual statement emailed to you.