Mandarin Oriental Prepaid Card

Frequently Asked Questions

I. Purchasing the Card

Q: How can I purchase a Mandarin Oriental Gift Card?
A: Available through:

  • WeChat Mini Program: Purchase directly via the "Mandarin Oriental Gift Card" WeChat Mini Program.

    WeChat QR Code

  • Corporate Sales Team: Contact our corporate sales team for bulk purchases or customised solutions at China-GiftCard@mohg.com.

 

 

Q: Are there purchase limits?
A: Cards can be personalised with custom denominations and faceplate designs via the purchase page. The maximum value for a Mandarin Oriental Gift Card is RMB 1,000 per card. Multiple cards may be combined into gift packages for personal use or gifting.

 

Q: What documents are required for bulk purchases?
A:

  • Corporate Purchases (≥RMB 5,000): Submit business license and complete payment via bank transfer. For inquiries, please email China-GiftCard@mohg.com for dedicated corporate support.
  • Individual Purchases (≥RMB 50,000): Provide valid ID (e.g., passport, national ID) and complete payment via bank transfer. Contact mandarincard.cn@arconbrands.com for personalised assistance.

 

 

Q: How to request an invoice?
A:

  • E-Invoice: Apply via the original purchase channel post-transaction. The invoice amount must match the order total.
  • Non-Purchaser Policy: Recipients (e.g., gift recipients) cannot request invoices.
  • Redemption Note: No invoices will be issued for redeemed amounts.

 

 

Q: Can I purchase and gift others Mandarin Oriental Gift Cards directly via WeChat?
A: Yes. Purchase through the "Mandarin Oriental Gift Card" WeChat Mini Program, select "Gift," enter recipient details, and generate an e-card. The recipient receives it via WeChat message and can bind into his/her mini-program account.

 

Q: Can I merge balances from multiple cards?
A: Each card's unique design reflects its original gifting intent. Balance transfers or consolidation are currently unavailable; however, they will be grouped on WeChat for easy viewing and redemption experience.

II. Usage Guidelines

Q: Where can the card be used?
A: Valid exclusively at Mandarin Oriental hotels and resorts in Mainland China participating in the redemption from time to time, which currently include:

  • Mandarin Oriental, Beijing Qianmen
  • Mandarin Oriental, Beijing Wangfujing
  • Mandarin Oriental, Guangzhou
  • Mandarin Oriental, Shanghai Pudong
  • Mandarin Oriental, Sanya*
  • Mandarin Oriental, Shenzhen
Excludes third-party facilities or non-specified services. The Issuer may at any time add or remove designated outlets (removal only occurring if the relevant hotel ceases to participate in the redemption or is no longer operated under the Mandarin Oriental brand).
*Excluding See Koo Li

 

 

Q: How to redeem the card?
A: Present either:

  • Card Details: Card number and PIN to staff.
  • QR Code: Display the card's QR code via the WeChat Mini Program.

 

 

Q: What is the card's validity period?
A:

  • Validity: 3 years from purchase date.
  • Post-Expiry: Automatically renewed monthly with an RMB 30 administration fee per card deducted until the balance is depleted.

 

 

Q: How to transfer the card to another user?
A:

  1. Initiate a transfer via the WeChat Mini Program.
  2. The recipient must confirm receipt within 48 hours.
  3. Unconfirmed transfers revert to the original purchaser.
    Note: Cards are locked during transfers and cannot be used/refunded.

 

 

Q: What if the card is lost or stolen?
A: As a unnamed card, Mandarin Oriental Hotel Group assumes no liability for loss, theft, or replacement. Cardholders are solely responsible for safeguarding card details (e.g., PIN, QR code).

 

Q: Can I merge balances from multiple cards?
A: No. Each card's unique design reflects its original gifting intent. Balance transfers or consolidation are currently unavailable.

 

Q: How to resolve system or balance errors?
A: Contact mandarincard.cn@arconbrands.com. Our team will investigate and respond within 3-5 business days.

 

Q: How to link a physical/corporate card to WeChat?
A: Navigate to the "My Account" section, select "Bind Card," and enter the card number and PIN to sync with your WeChat account.

 

Q: Can I view transaction history via WeChat?
A: Yes. Access "My Account" > "Redemption Records" for detailed logs of transactions, balances, and timestamps.

III. Refunds & Cancellation

Q: How to request a refund?
A: Refunds require:

  • Timeframe: Within 7 days of purchase, unused, and not gifted.
  • Documentation: Original invoice (if issued), purchaser’s ID, and bank transfer proof.
  • Amount: Refund of net payment after discounts (e.g., promotional purchases refunded at discounted rates).

 

 

Q: Refund processing time?
A: Up to 30 business days post-approval, credited to the original payment method.

IV. Additional Policies

Q: Can the card be reloaded or cashed out?
A: No. Cards are non-reloadable, non-refundable, and cannot be exchanged for cash. Balances accrue no interest.

 

Q: What if the balance is insufficient?
A: You may pay the difference via Alipay, WeChat Pay, bank card, or cash as directed by hotel staff.

 

Q: Is the issuer responsible for hotel service issues?
A: The issuer is solely liable for card-related services. Complaints regarding hotel goods/services must be directed to the respective property.

 

Q: How to contact customer service?
A: Email mandarincard.cn@arconbrands.com