Q: How do I access my profile?
A: To access your profile, go to mandarinoriental.com/fans-of-mo/login.
Q: Do you offer match with competitor programmes?
A: Since Fans of M.O. is a unique programme with curated benefits, we do not offer a match status with any other hotel group's programme.
Q:What reservations will I see on my profile?
A: Stay reservations, except bookings made at the following hotels, will be visible on your profile:
Please note that some reservations made through third parties may not appear on your profile.
Q: Why are some of my 'where I've been' hotels missing?
A: Please note that reservations and stays at our hotels in Abu Dhabi, Canouan, Amsterdam as well as Mandarin Oriental Lutetia in Paris and are unable to display on Fans of M.O. Account. Please be assured that while you may not see it displayed in your account, we do keep track of your stays and preferences. If you made any reservations under a different email address that is not linked to your member ID, they may not be linked to your profile.
Q: How do I know if my hotel stays, dining or spa visits have been recorded in my member profile?
A: All guest stays and visits are recorded by Mandarin Oriental as long as you are logged in or mention your member ID when booking. Please be assured that while you may not see every reservation, stay or visit displayed in your account, we do keep track of your stays, spend and preferences.
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/login 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/login 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 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. Silk.
Q: How do I change my Fans of M.O. primary email?
A: To update the email on Fans of M.O. Account, please contact the Fans of M.O. support team at FansOfMO@mohg.com.
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: How do I cancel my Fans of M.O. membership?
A: Please email us at FansOfMO@mohg.com to cancel your membership.
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. A digital member card will be also visible when you log into Fans of M.O. Account on mandarinoriental.com or via the MO App.
Q: What is Fans of M.O. Silk?
A: Fans of M.O. Silk is an invitation-only community that offers another level of valuable privileges for qualified guests. Upon being invited to become a Fans of M.O. Silk member, you have access to additional members-only offers and experiences.
Q: How do I become a Fans of M.O. Silk member?
A: Fans of M.O. Silk is an invitation-only community. As your engagement with Mandarin Oriental grows, your access to our member communities and enhanced privileges will too. If you have received an invitation to join Fans of M.O. Silk, please follow the instructions on your invitation.
Q: Where can I find more information about privileges?
A: For a general overview of the privileges you are entitled to, please log into your Fans of M.O. Account and visit the "My Privileges" page. Details for any booking privileges will be shown during booking on mandarinoriental.com.
Q: Do I receive additional privileges by booking on mandarinoriental.com?
A: As a member of Fans of M.O., if you book a qualifying rate through our website, you can choose two additional privileges, such as daily breakfast for one, early check-in from 12:00pm, late check-out at 4:00pm, dining or spa credit or a celebratory treat. Privilege details may vary by hotel and will be listed during the online booking process.
Q: What privileges am I entitled to when I'm not staying at the hotel?
A: Fans of M.O. members are invited to enjoy local offerings such as member-only offers as well as localised events and experiences. You will also receive a discount on ShopMO, Concierge Credit at Mandarin Oriental Exceptional Homes, benefits at Oberoi hotels through the O&MO Alliance and access to Partner Exclusives.
Q: Why is a privilege I saw previously not available for my stay?
A: Privileges vary according to hotel and date. We can assure you that there will always be a selection of privileges to choose from as long as you book a qualifying rate on mandarinoriental.com or directly with Mandarin Oriental.
Q: What if I want to change the privileges I selected during booking on mandarinoriental.com?
A: To change your privileges after booking, please contact the hotel to confirm availability.
Q: As a Fans of M.O. member I chose my privileges before 'room upgrade' was removed as a privilege. Can I still enjoy my room upgrade when I stay?
A: We will honor existing privileges chosen before the change for your stay until August 15th, 2025. Afterwards, we invite you to select an alternate benefit from the offerings.
Q: If I don't use my credit in my upcoming stay, can I transfer it to my next stay?
A: Spa and Dining credits are not transferrable and can only be used for the stay under which they were selected.
Q: I made a reservation before I joined Fans of M.O., can I still receive privileges 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 privilege selection.
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 privileges as soon as you join. As a Fans of M.O. member, you may enjoy a localised welcome gift, as well as access to exclusive members-only offers and experiences from our hotels, spas, restaurants 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: daily breakfast, early check-in, late check-out, dining or spa credit or a celebratory treat.
Q: Are my privileges per guest or per room?
A: Privileges are applicable per room, not per guest in the room.
Q: If I book through a third party, what privileges am I eligible for?
A: As a Fans of M.O. member, when booking through a third party, you are entitled to a localised welcome gift when staying at Mandarin Oriental. You are also invited to enjoy local offerings such as events and experiences. Additional privileges include a discount on ShopMO, Concierge Credit at Mandarin Oriental Exceptional Homes, benefits at Oberoi hotels through the O&MO Alliance and access to Partner Exclusives.
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. member to book directly on mandarinoriental.com or directly with the hotel. 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: I'm trying to use my ShopMO discount and have questions, who do I contact for help?
A: Please contact the ShopMO support team for assistance with any issue you encounter on the site. CustomerService@shopmo.com