Frequently Asked Questions

Q: Who do I contact if I have questions, problems or other feedback?

A: If you have any questions, problems or feedback you can email us at FansOfMO@mohg.com.

 

Q: What is Fans of M.O. Elite?

A: Fans of M.O. Elite offers another level of valuable benefits for qualified guests. Upon joining, as an Elite member you have access to additional members-only offers and experiences, as well as complimentary streaming WiFi whenever you visit one of our hotels. Each time you stay with us as an Elite member, you receive a welcome amenity and are invited to enjoy daily breakfast for two, as well as complimentary pressing services. In addition, Fans of M.O. Elite members who book a qualified rate through our website will be offered their choice of two further benefits such as a room upgrade, early check-in or late check-out, a dining or spa credit, or other local offerings.

 

Q: How do I join Fans of M.O. Elite?

A: To join Fans of M.O. Elite please follow the instructions on your invitation. If you no longer have your invitation, please contact the party who sent you the invitation.

 

Q: I am already a Fans of M.O. member but received an invitation to join Fans of M.O. Elite. Do I need to sign up again?

A: If your Fans of M.O. Elite invitation contained a code, please click the link or visit the url printed on the invitation and enter your code to join. If you are already a Fans of M.O. member, your account will then be upgraded. If your invitation did not contain a code, please click through the link in the invitation to upgrade your account.

 

Q: There was a code on my invitation, but I cannot find it anymore, what shall I do?

A: If your code was misplaced, please contact the party who sent you the invitation to obtain a new code.

 

Q: Do I receive additional benefits by booking on mandarinoriental.com?

A: As a member of Fans of M.O. Elite, if you book a qualifying rate through our website, you can choose two from a variety of additional benefits, such as early check-in from 12:00pm, late check-out at 4:00pm, complimentary room upgrade, dining or spa credit, a celebratory treat, or a local offering that may vary by property. Benefit details may vary by hotel and will be listed during the online booking process.

 

Q: How do I make sure I am recognized as a Fans of M.O. Elite member when I stay at a participating property?

A: If you were logged into your Fans of M.O. account when you made the booking, we will have your membership details. If you were not logged in, simply contact the hotel and ask them to update the reservation with your membership ID, which you can find on the “account” section of your Fans of M.O. Elite online profile.

 

Q: Will I receive a Fans of M.O. membership card?

A: There will not be a physical card, but each member will receive a unique membership ID.

 

Q: Are there any hotels that do not participate in Fans of M.O.?

A: Currently Emirates Palace in Abu Dhabi is not participating in Fans of M.O.

 

Q: What benefits can I enjoy by joining Fans of M.O. Elite?

A: By joining Fans of M.O. Elite, you can enjoy daily breakfast for two, pressing services, complimentary WiFi and a welcome amenity every time you stay with us. Book your next stay through our website, and you can also choose two additional benefits, such as early check-in or late check-out, dining or spa credit, a room upgrade, a celebratory treat, or a local offering that may vary by property. In addition to these benefits, Elite members have access to members-only offers and experiences.

 

Q: What if a benefit I saw previously is not available?

A: Benefits vary according to hotel and date. We can assure you that there will always be a selection of benefits to choose from as long as you are logged-in to your account and book a qualifying rate on mandarinoriental.com.

 

Q: Where can I find more information about benefits?

A: Details of each benefit will be shown during booking on mandarinoriental.com. For a general overview, please visit the link in your invitation or log into your account and visit the “Benefits” section.

 

Q: If I book multiple rooms, can I receive benefits for all rooms?

A: Members can choose benefits for up to two rooms per stay.

 

Q: What is the difference between Browsing WiFi and Streaming WiFi?

A: Browsing WiFi is best for checking emails, web surfing and social media. Streaming WiFi allows you to download content, play games or stream at high speeds.

 

Q: How do I access my profile?

A: To access your profile, go to mandarinoriental.com/fans-of-mo.

 

Q: For how long is my Fans of M.O. Elite membership valid?

A: You can find the expiration date of your Fans of M.O. Elite membership when you log in to your account. Although your Elite level status is set to expire on this date, you will remain a member of Fans of M.O. and enjoy all the benefits of the programme.

 

Q: How do I cancel my Fans of M.O. membership?

A: Please email us at FansOfMO@mohg.com to cancel your membership.

 

Q: I made a reservation before I joined Fans of M.O. Elite, can I still receive benefits for my upcoming stay?

A: Yes. Please contact the hotel and provide your membership ID. If you booked a qualifying rate on mandarinoriental.com, our colleagues will be happy to assist you with your additional benefit selection.

 

Q: What if I want to change the benefits I selected during booking on mandarinoriental.com?

A: To change your benefits after booking, please contact the hotel to confirm availability.

 

Q: I am locked out of my Fans of M.O. account on the website. What can I do?

A: Please go to mandarinoriental.com/fans-of-mo and click 'forgot password' to regain access.

 

Q: I don’t remember my password. How do I recover it?

A: Please go to mandarinoriental.com/fans-of-mo and select 'forgot password' to recover your account.

 

Q: Why do you need my email address and phone number?

A: We link your email address and phone number to your Fans of M.O. account for login and verification purposes. We may also use them to send programme notifications and updates regarding Fans of M.O. and Fans of M.O. Elite.

 

Q: Why do you need my date of birth?

A: We would like to know your date of birth in order to give you a little something to help celebrate.

 

Q: What is a qualifying rate?

A: A qualifying rate is any rate that is fully flexible and publicly available for a Fans of M.O. Elite member to book directly on mandarinoriental.com or with the hotel itself. Negotiated rates or otherwise discounted rates, group rates, rates booked through travel agents or tour operators and rates available on any online third-party website or app do not qualify for the Fans of M.O. direct booking additional privileges.

 

Q: Do I receive points or credit for my stays?

Fans of M.O. Elite is a unique programme that does not incorporate points or credits, allowing you to take advantage of the programme’s benefits as soon as you join. As a Fans of M.O. Elite member, you may enjoy daily breakfast for two, complimentary WiFi and pressing services when you stay with us, as well as access to exclusive members-only offers and experiences from our hotels and partners around the world. Whenever you book a qualifying rate on our website, we also invite you to choose two additional privileges such as: early check-in, late check-out, dining or spa credit, room upgrade, a celebratory treat, or a local offering, which will vary by property.