FAQs

What are the benefits of being an Affinity member?

  • Express check-in
  • Late check-out on Sundays
  • Free rooms for children on weekend short-breaks (excludes North Lakes and Solent Hotels).
  • Online access to manage your account
  • Exclusive offers and promotions throughout the year
  • Choice of morning newspaper

When will I receive my membership pack?

Card processing normally take 2 to 3 weeks, but don’t worry you won’t miss out on points for stays in the meantime as your account will be active from the moment you sign up.

How do I earn points?

Points are awarded on the basis of 1 point for every £10 spend on qualifying stays – each point is worth £1 when redeemed at a Thwaites Hotel – e.g. a bill spend of £200 will earn 20 points = £20. Please allow 5 days for points to be credited to your account.

Do I need to show my card on check in?

It’s always best to do this to ensure that your membership number is on the reservation and that way your points will be automatically credited to your account after check out.

What are qualifying stays?

Qualifying stays are those booked direct with the hotel. If you are staying on a conference we’re sorry but points cannot be earned for your stay as this will be a negotiated rate. Non-qualifying stays are those booked via a Third Party Agent including but not limited to Booking.com Laterooms, hotels.com and Expedia. Points cannot be claimed for Spa memberships.

Can I claim points for previous stays?

You can claim points for stays backdating 30 days prior to your enrolment date – to do this claim here

How do I check my balance?

You can check your balance by logging in to your online account, login here with your password and email address.

How do I redeem my points?

To redeem points on accommodation bookings please call the hotel of your choice and make your booking with reservations , quoting your membership number. You will need enough points to pay for the room in total. Bookings can be made within 28 days of arrival and there will be a limited number of rooms allocated to Affinity redemptions so you may not be able to redeem points even if there are rooms still available. To redeem points on mid-week (Monday to Thursday) Spa Treatments – please contact the hotel spa direct and quote your membership no. To redeem points on food and drink please contact the hotel direct and quote your membership no. You can redeem points on food and drinks if you are not resident at the hotel – but you must be resident to earn points on food and drinks.

My account has not been credited with points from a stay?

If you think you have some points missing please claim here. And allow 5 working days for a response?

Can points expire?

Points are valid for 18 months after your stay date, if unused these will automatically be expired from your account.

What happens if the company settle my bill?

You can claim points on your personal spend – as in those items that appear on the bill for your room number on check-out – even if the company is settling your account.

When will be Affinity points be deducted from my balance?

When you make a booking for accommodation the correct number of Affinity points will be deducted from your account at the time of booking. This enables you to keep an accurate measure of how many points you have to spend at all times regardless of future bookings. If you use points to pay for food, drinks or other qualifying items at the hotel these points will be deducted from your account on check-out.

What happens if I cancel a booking made on points?

If you cancel within the cancellation period – so before 2pm on the day prior to arrival – your points will be credited back to your account. If you cancel after 2pm on the day prior to arrival you will still be charged in points for the first night of your stay.

Can I change my email online?

No is the short answer. This is because your email is your unique identifier and user name. If you do need to amend an email please call Ann on 0800 854290 or email annsmith@thwaites.co.uk and she will be able to do this for you.

Read the full terms and conditions for Affinity here