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Frequently Asked Questions

Q: What is Fans of M.O.?

Fans of M.O. is Mandarin Oriental’s one-of-a-kind, guest recognition programme. If you join, you will have access to complimentary WiFi, members-only offers and a welcome amenity every time you stay with us at a participating property. To help us personalize your stay, you can list preferences in your online profile. In addition, members who book through our website will be offered two further benefits such as early check-in or late check-out, a dining or spa credit, daily breakfast, or a room upgrade.

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

To join, simply visit mandarinoriental.com/fans-of-mo and click JOIN NOW. Enter your name, email address and create a password to enjoy complimentary WiFi, members-only offers, and a welcome amenity every time you stay with us. Your account will be active once you receive your membership confirmation email.

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

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

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

If you were logged into your 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.

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

Fans of M.O. 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 Fan of M.O., we offer you the convenience of faster booking, complimentary Wi-Fi and exclusive members-only offers 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, Daily Breakfast, Dining or Spa Credit, Room Upgrade, Streaming Wi-fi, Celebratory Treats, or Pressing Services.

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

Hotel Santiago is not currently participating in Fans of M.O.

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

By joining Fans of M.O., you can enjoy complimentary WiFi, members-only offers, and a welcome amenity every time you stay with us. Book your next stay through our website, and you can choose two from a variety of additional benefits, such as early check-in or late check-out, dining or spa credit, daily breakfast, a room upgrade, streaming WiFi, a celebratory treat or pressing services.

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

As a member, if you book a qualifying rate through our website, you can choose two from a variety of additional benefits, such as early check-in at 12PM, late check-out at 4PM, complimentary breakfast for one, complimentary room upgrade, dining or spa credit, a celebratory treat, complimentary pressing services or streaming WiFi. Benefit details may vary by hotel and will be listed during the online booking process.

Q: What is a qualifying rate?

A qualifying rate is any rate that is fully flexible and publicly available for a Fans of M.O. 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: What if a benefit I saw previously is not available?

Benefits vary according to hotel and date, but we assure you will always have 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?

Details of each benefit will be shown during booking on mandarinoriental.com. For basic information, please visit mandarinoriental.com/fans-of-mo/benefits-enrolment

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

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

Q: How do I share my preferences?

When joining Fans of M.O., we encourage you to share your personal preferences on your profile. You can update your preferences at any time by visiting mandarinoriental.com/fans-of-mo.

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

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 upgrade to Streaming WiFi?

To upgrade to Streaming WiFi, visit mandarinoriental.com/wifi/upgrade (while at the hotel) and choose ‘Upgrade Now.’ Please note that there is a fee associated with the upgrade.

Q: How do I access my profile?

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

Q: What if I don’t want to receive marketing emails?

To change the frequency of communications, visit mandarinoriental.com/fans-of-mo. Please note that in order to remain a Fan of M.O., you will receive limited emails regarding the programme, your membership and transactional updates.

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

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

We are sorry you do not want to participate in Fans of M.O. Please email us at FansOfMO@mohg.com to cancel your membership.

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

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

Q: I am locked out of the website. What do I do now?

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?

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?

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.

Q: Why do you need my date of birth?

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

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

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

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