Frequently Asked Questions

About enrollment / registration

Q.What is the MGH Rewards Club?
The MGH Rewards Club is a membership program that can be used at The Celestine Hotels, Mitsui Garden Hotels, sequence in Japan and MGH Mitsui Garden Hotel Taipei Zhongxiao in Taiwan.
Q.How do I join the MGH Rewards Club?
You can join from the "New Member Registration" screen on the MGH Rewards Club page. You can also join from the MGH Rewards Club app.
Q.Are there any admission fees or annual membership fees?
There is no admission fee or annual membership fee. This program can be used free of charge.
Q.Is there any age restriction?
There is no age limit.
Q.Can I join if I don't have an email address?
An email address is a required part of the sign-up process. If you do not have an email address, please contact the office (contact may be in Japanese only).
Q.When I applied for membership, I saw the message "No verification key is sent if a new member enters an e-mail address already registered to an existing member". Can't I use the same email address again?
You cannot re-register with the email address that was already used to registered a member. We apologize for any inconvenience, but please prepare a new e-mail address before registering. It is also possible that you may already be registered with the MGH Rewards Club. Please contact the MGH Rewards Club Office for assistance.
Q.When I applied for membership, the form will not allow my phone number. Are there any rules for phone numbers?
Please separate the numbers with -. Please enter + before your phone number. Up to 15 digits may be entered.
（Example) +001- xxxx - xxxxxx
Q.Do you have a membership card?
We do not issue a membership card, and we do not offer point cards. If you want to check how many points you have, please visit My Page on MGH's website, or on the smartphone app.

About membership level

Q.How can I move up to the next membership level?
Upgrades to your membership level depend on the points earned or the number of nights stayed during the relevant period (April 1 to March 31). You can check the conditions required for the next upgrade by logging in to My Page on MGH's website.
Q.When does the membership level change?
The membership level for the following year will be decided based on the records of the current year (April 1 to March 31). (A new membership level will be confirmed by April 7th of the year after the current year.)
Q.Can my membership level go down after it was raised?
If the points earned or nights stayed during the relevant period do not meet the criteria for your current level, your membership will be downgraded one level from April 7th of the next fiscal year.
Q.Please tell me how I can check my membership level.
You can check your membership level by logging in to My Page on MGH's website, or on the smartphone app.

About the number of nights

Q.Please tell me how I check my accommodation record.
You can log in to My Page on MGH's website, or the smartphone app, and check past records for confirming/changing/canceling reservations. (Please note that any reservations made by phone will not included.)
Q.When will I receive the (certified) number of nights?
Points and the number of nights are awarded in the afternoon of the day after the check-out date of your stay. (This also applies for consecutive nights of stay.)/dd>
Q.Will points be added for day-use plans or day-trip plans?
Even for day-use plans or day-trip plans, points will be added if the reservation is valid for points. However, please note that day-use plans or day-trip plans are not added to the number of nights required for level upgrades.
Q.Are points/accommodation (nights) credited when using Premium Accommodation Vouchers or Hotel Invitation Vouchers?
Points/accommodation (nights) are credited when using a Premium Accommodation Voucher. When using a Hotel Invitation Voucher, points are not awarded, but the number of nights spent is credited.
Q.Is there any way that the accommodation (number of nights stayed) is not added due to a different reservation method?
Any reservations that are not made through the official MGH website or by calling or visiting the hotel directly are not eligible for addition.
Q.I am a member. I made a reservation on behalf of someone who is not a member at the hotel where I also plan to stay. Will I be awarded for the reservation made on behalf of the person?
No. The number of nights is awarded only to a member who stays at the hotel. The number of nights for a guest who is not a member cannot be awarded to the member who made the reservation, even if the member stays at the same hotel.
Q.I am a member. I made a reservation on behalf of a guest who is not a member. Although I did not stay at the hotel but only made the reservation, will I be awarded the number of nights?
No. The number of nights are only awarded to a member who stays at the hotel, and not to the member who only makes a reservation.

When accumulating points

Q.What are "points"?
Points are based on the amount spent, and the accumulated points can be exchanged for various items, such as gifts or vouchers that can be used at a hotel. For more details, please see the points page on the MGH Rewards Club page.
Q.Are points awarded for restaurant and laundry use?
Points are not awarded for restaurants and laundry use.
Q.When will points be awarded?
Points will be awarded from the afternoon of the day after the check-out date, and can be confirmed on My Page on MGH's website, or on the smartphone app.
Q.I am a member. I made a reservation at the hotel where I plan to stay on behalf of someone who is not a member. Will I be awarded the number of nights for the reservation made on behalf of the other person?
No. Only the number of nights of the member's stay is awarded to the member who stays at the hotel, and do not include the number of nights reserved on behalf of someone who is not a member.
Q.Please tell me how points are calculated.
If you make a reservation through MGH's official website, or by phoning or visiting the hotel directly, points equivalent to 5% (10% for Gold Stage or above) of the room rate (excluding tax) will be awarded. * Breakfast charges and other incidental charges are not eligible for points. For accommodation plans that include breakfast and other services, points will only be awarded for the amount equivalent to the room rate.
Q.Are points awarded for all hotel services?
Points are awarded for accommodation that is booked directly on MGH's official websites of The Celestine Hotels, Mitsui Garden Hotels, sequence in Japan, and MGH Mitsui Garden Hotel Taipei Zhongxiao in Taiwan, or for reservations made directly at each hotel.
* The way points are awarded and the number of points awarded may differ depending on which stay plan you use. In addition, some plans, such as those with group rates or special contract rates, are not eligible for points.
Q.Can points be added for Mitsui Fudosan Group resort hotels?
No, points are awarded only for stays at The Celestine Hotels, Mitsui Garden Hotels, and sequence.
Q.Are points awarded for reservations made by phone?
Points are awarded for reservations made through the official MGH website or by phoning or visiting the hotel directly. When you made a reservation by phoning or visiting the hotel, please provide your membership number.
Q.Will points be awarded for reservations made through travel agencies or non-MGH websites?
No points are awarded.
Q.I am a member but I made a reservation for a guest who is not a member on that person's behalf. Will points be awarded to me?
No. Points are awarded to a member who stays at the hotel, and not to the member who only makes a reservation.
Q.Will points be awarded for room rates paid with a membership voucher or a coupon?
Points are awarded for room rates regardless of whether or not vouchers and coupons are used to pay for the room.
Q.My partner and I, who are both members, stayed in one room. Will both of us be awarded points?
If more than one member is staying in one room, points are awarded only to the member in whose name the room is registered.

When using points

Q.Can I use my points when making a reservation?
When making a reservation from the official website or app, points can be used in multiples of 1 to pay for the accommodation (only in Japan).
Q.Can I use my points when paying at the hotel?
In order to use your points at the time of payment, you need to exchange them in advance for a voucher from My Page on MGH's website.
Q.If the points earned exceed the criteria for achieving and maintaining my current membership level, will the excess points be carried over to the next year?
Any excess points are not carried over, because they are included in the calculation for the current year.
Q.Is it possible to get back points used to reserve a room?
If you cancel the reservation itself, the points that have not expired at the time of cancellation will be returrned. Points that have passed their expiration date will not be returned. In addition, some or all of the allocated points will be automatically applied to any cancellation fee that is incurred at the time of cancellation.
Q.Can I cancel an exchange of points for a voucher or gift and get back the points?
Once the exchange is confirmed, it cannot be converted back into points.
Q.I have a Diamond Stage membership, and if I reserve a plan with breakfast, can I get a refund?
Please ask the front desk staff at check-in and they will be happy to assist you.
Q.What can I exchange my points for?
Points can be exchanged for various items, such as gifts or vouchers that can be used at a hotel. For more details, please see the points page on the MGH Rewards Club page.
Q.Can I exchange points for a gift to be shipped overseas?
Gifts can only be sent to addresses in Japan.
Q.Can I use a voucher when I make a reservation through a booking site other than MGH's official website?
Yes, you can.
Q.Can vouchers be printed on paper?
Yes they can.
Q.Is it possible to change the number of points awarded at the time of booking?
The number of points awarded cannot be changed.
Q.Can I transfer points to a third party?
No, because points cannot be transferred.
Q.I am registered as two members with different IDs. Is it possible to combine my points?
No, points cannot be combined.
Q.The same person registered with two different IDs has participated in a campaign and earned points or vouchers from the campaign with each ID. Can both sets of points or vouchers be used?
One user can only participate in the same campaign once, unless otherwise specified. Even if a person has registered with more than one ID, the same person must participate in the same campaign only once. Therefore, the same person is forbidden to use campaign points or vouchers earned with a second or different ID.
Q.Is it possible to transfer points between family members?
No, because points cannot be transferred.
Q.Is it possible to award all points for multiple reservations, such as for a family or a group, to the member who represents the family or group?
No. Points cannot be awarded to a member who represents the family or group because points are awarded to each member staying at the hotel.

About points

Q.Is there an expiration date for points?
Each point earned will expire at the end of the month two years later.
Q.How can I check the points added and the expiration date?
You can check it from the point details/history on My Page of MGH's website, or on the smartphone app.
Q.I enrolled in the MGH Rewards Club after booking my stay. Will I be awarded points?
Points are not automatically awarded for reservations made prior to membership enrollment (reservations made through the official website or directly at the hotel by phone or in person), so please check with the front desk at check-in and check-out. Please note that points will not be awarded for previous stays prior to membership enrollment.

About the membership benefits

Q.When will I receive my complimentary breakfast voucher after my stay?
You will receive the voucher the day after you check out (including consecutive overnights). Please note that you will only receive the complimentary breakfast voucher once per 2-, 5-, 10-, 20-, 30-, or 40-night stay.
Q.What is the validity period of the complimentary breakfast voucher I will receive after my stay? Where can I find the complimentary breakfast voucher?
The complimentary breakfast voucher is valid for six months from the date of issue. Please check the details by accessing “My Page” from the MGH website to view “Coupons you can use” or “Check your coupons”  on the MGH smartphone app.
Q.Can I use the complimentary breakfast voucher even if I am not staying overnight? Can I use the complimentary breakfast voucher at a hotel other than the one where I am staying?
The complimentary breakfast voucher can only be used at the hotel where you will be staying.
Q.Can the early check-in/late check-out + 1 hour be used in conjunction with a time-based plan?
Early check-in/late check-out + 1 hour cannot be used in conjunction with time-based plans (i.e., short stay, 24-hour stay, etc.).
Q.How can I take advantage of the membership benefits at MGH Mitsui Garden Hotel Taipei Zhongxiao?
To enjoy membership benefits during your stay at MGH Mitsui Garden Hotel Taipei Zhongxiao, please show the stage screen on your app or My Page (browser) to the front desk staff.

Other

Q.If I forgot my registered password, can you tell me what it is?
Please reset your password from "Forgot your password?" on the login screen of the member's My Page on MGH's website. Please note that to protect personal information, the MGH Rewards Club Office cannot access a member's password.
Q.I changed my password, but I didn't receive the change completion email. I haven't received a reservation confirmation email.
Please check the "Junk mail" folder and "Trash" just in case. In addition, some mobile phones automatically reject email from certain addresses. If you have set up measures against spam mail, add [@gardenhotels.co.jp] to the list of permitted addresses and try again.
If you have any questions, please contact the MGH Rewards Club Office (contact may be in Japanese only).
03-3548-0328　10:00～17:00 (Excluding Saturdays, Sundays, Japanese public holidays, year-end and New Year holidays)
Q.I can't log in.

The main reasons why you cannot log in may be one of the following.

If the message "Incorrect login email address or password" is displayed
Make sure that numbers, or uppercase and lowercase letters, are correctly entered, and that no extra spaces are included. (For uppercase letters, hold down the [Shift] key while entering characters).

When you forget your password and you see the message "The registered email address is incorrect".
There is a possibility that the registered e-mail address does not match the entered information, or the e-mail address was not registered. Please contact the MGH Rewards Club Office to check your registration details.

If you have any questions when logging in, please contact the MGH Rewards Club Office.
03-3548-0328　10:00～17:00 (Excluding Saturdays, Sundays, Japanese public holidays, year-end and New Year holidays)
Q.Where can I check my membership number?
When using a PC or smartphone browser, log in to My Page and you will find your membership number in the upper-right corner of the screen; when using the MGH Rewards Club app, log in and you will find your membership number in the upper-left corner of the My Page screen.
Q.How can I update my membership information?
You can update your membership information through My Page on MGH's website.
Q.How can I withdraw from membership?
Please go to "Membership withdrawal" from "Confirm / Change Customer Information" in My Page on MGH's website and complete the procedures.