The Grand Hotel Gladstone Loyalty Program

(Grand Rewards)

Terms & Conditions

1. Overview

1.1. These terms and conditions apply to the loyalty program for The Grand Gladstone Hotel being the loyalty and points program run by Grand (Gladstone) Management Pty Ltd ACN 160 557 648 (Management) at the Grand Gladstone Hotel located at 79 Goondoon Street, Gladstone QLD Australia (Hotel). This program is known as the “Grand Rewards Program”.

1.2. These terms and conditions of the Grand Rewards Program may be changed at any time by Management but publishing the new terms and conditions on Management’s website located here: https://thegrandgladstonehotel.com/.

1.3. Any person who is 18 years of age or older, not banned from accessing the Hotel at the time of application for membership and signs an application form in the form required by Management is eligible for Grand Rewards Program membership other than an employee of Management (or an employee of any of its related or associated entities). Management may require evidence of these eligibility requirements.

1.4. A person will become a member when they sign the application form and return it to Management (Member). A Member is bound by these terms and conditions.

1.5. Membership is free of charge.

1.6. Failure to comply with these terms and conditions may result in the cancellation of a Grand Rewards Program membership.

1.7. Member activity statements are available upon request but will not be provided on a regular basis.

2. Opting out

2.1. If a Member does not wish to remain a member of the Grand Rewards Program they can opt out by sending notice to the Manager at the address of the Hotel.

2.2. Once a Member opts out of the Grand Rewards Program that Member will be unable to participate in any of the promotional rewards or benefits offered to Grand Rewards Program members and all accrued points and rewards are wiped and reset to zero (0).

3. Earning Points

3.2. All loyalty rewards points validly earned by a Member will be credited to the Member’s account within 14 days of the earning of the points.

3.3. A Member may not transfer earned loyalty rewards points or rewards under the Grand Rewards Program to any other person. Membership is personal to each Member.

3.4. Only one membership card is permitted per Member at any one time.

3.5. A membership card issued to a Member may only be used by that Member. Any person found to be using another person’s membership card will have all points and rewards removed from their account.

3.6. The accrual of loyalty rewards points or the redemption of rewards points is not available in conjunction with any other, discount, promotion or program offered by Management unless explicitly stated at the time of accrual.

3.7. Points are earned at a rate of one point for every $1 spent by the Member in one transaction at any point of sale (POS) within the Hotel on food, beverages, or events bookings (unless explicitly excluded by a promotion by Management). Points will not accrue for accommodation bookings at the adjoining accommodation venue or on purchases where it is illegal or unlawful to accrue points.

3.8. Points are earned at a rate of one point for each $10 spent on Electronic Gaming Machines at the Hotel (EGM). Rates of turnover for which points are given can be changed by Management at any time without notice (by amending these terms and conditions as set out above). Changes will be immediate and final.

3.9. Rewards points have a value of 1 reward point = 1cent.

3.10. If the module in an EGM is offline the Member will play that machine at their own accord, no points will be added onto the Member’s account as no details will be recorded in relation to the Members’ turnover.

Turnover will only be recorded on EGMs where the module is online.

3.11. If any participant plays an EGM with an invalid or error showing on their card no points will be added onto the Member’s account as no details will be recorded in relation to the Member’s turnover.

3.12. The Member must ensure that their rewards card is inserted into the EGM properly to accrue points and that the EGM module is working with lights showing and points showing.

3.13. To earn points at any POS terminal within the Hotel a Member’s physical card must be presented at the time of purchase. No points will be added at a later date unless there is a technical fault at the time of purchase where points cannot be added onto a Member’s card.

3.14. By participating in the Grand Rewards Program, Members acknowledge that Management does not accept responsibility and does not accept liability for the theft, loss or misuse of or fault in the participant’s membership card (including without limitation the failure of the reward card to accrue loyalty rewards points).

3.15. Management reserves the right to decide any matter or settle any dispute arising directly or indirectly out of or in connection to the Grand Rewards Program and Management’s decision on any such matter or dispute will be final and binding.

3.16 Loyalty rewards points will expire (if not used) on 31 December each year.

4. Tier Levels

4.1. There are four (4) levels in the Grand Rewards Program. These are Platinum, Gold, Silver and Bronze.

4.2. All Members commence as a Bronze level member when they enter the program.

4.3. To be eligible for a Silver, Gold or Platinum membership the Member must within a six month period earn the advertised amount of loyalty rewards points (as advertised on the Hotel website at: https://thegrandgladstonehotel.com/).

4.4. All Member tier promotions will be completed by the seventh business day of each month.

4.5 All tier reviews will be done each January and July.

4.6 Once a Member has been promoted, they cannot be demoted for another review period or 6 months from the last review.

4.7 Management retains the right to manually move participants into any tier level regardless of the amount of loyalty rewards points that Member has earned.

5. Tier Rewards

5.1. All rewards advertised are correct at time of printing. These rewards are subject to change.

5.2. All advertised tiering discounts apply to participants using their points to pay for the entire purchase. No part payment options will be offered.

7. Termination of the Rewards Program

7.1. A Member may terminate their membership and participation in the Grand Rewards Program at any time by notice to the Manager given at the Hotel. Termination will be effective upon notice of termination being provided. Upon termination, rewards points and rewards that have been accrued but not redeemed will be permanently cancelled and reduced to zero.

7.2. Management may immediately terminate or suspend a Member’s participation in the Grand Rewards Program (upon notice to the Member to the email address provided to Management) if Management considers in its absolute discretion that the following has occurred:

(a) The Member has failed to comply strictly with these terms and conditions. (b) The Member’s conduct is deemed to be offensive, dishonest, disruptive, intimidating, unbecoming or prejudicial to the Management’s interests;

(b) The Member interferes with or misuses any Hotel equipment or property;

(c) The Member dies or becomes bankrupt;

(d) Management sells the Hotel or otherwise transfer ownership of the Hotel; or

(e) The Member becomes an employee, agent or contractor of the Hotel or its associated businesses.

7.3. If the Hotel terminates a Member’s participation in the Grand Rewards Program:

(a) All the loyalty rewards points which have been accrued but not redeemed will be permanently wiped and will not be redeemable from the date of termination; and

(b) Management will be released by the Member from all claims (past, present and future) regarding the Grand Rewards Program, its operation and any cancelled points or rewards.

7.4. Management may suspend or terminate the operation of the Grant Rewards Program at any time and without prior notice to Members. No warranty is given by Management as to the continuing availability of Grand Rewards Program.

7.5 In the case of the sale of the Hotel to a third party, Management may novate Management’s interests to the buyer of the Hotel without the Member’s consent. If that occurs, Management will be released from any liability under the Grand Rewards Program from the date of settlement of the sale.

8. Responsible Gaming and Service of Alcohol

8.1. The Hotel is committed to providing an environment in which gambling minimises harm and meets community expectation. Gaming facilities are provided for the enjoyment of patrons. Where problem gambling occurs, the Hotel is happy to provide information regarding community organisations that will provide support and advice.

8.2. Management is committed to maintain the Responsible Service of Alcohol in a safe environment for all patrons and the local community. Service of alcohol will be denied to any person suspected of being under 18 years of age and to any who is that time considered to be in or approaching a state of intoxication.

8.3 As a result of these commitments, loyalty rewards points and rewards may not be redeemed for alcohol. Points may only be redeemed for food purchases, merchandise or similar. Points are not redeemable for cas