Frequently Asked Questions
01. Will losing my membership card affect the existing points and rights?
Point accumulation and use of rights will not be affected. Valid ID number is the only identification of membership. You can present valid ID that you used for registration as a proof for your membership when you book rooms and check in.
02. I forgot the APP login password. How can I reset?
Password refers to a member's password to log in the official site/APP to manage online account.
If you accidentally forget the password, you can use the phone verification code to log in and then reset the password.
03. How to combine two or more accounts?
Members who have two personal accounts or above may call 400-820-9999 for combination of accounts.
04. Can membership be upgraded as long as there is consumption?
Room nights and growth points can be accumulated and upgraded only by booking and checking in by members via direct channels such as Plateno Trip/Jinjiang Travel official site/APP/WeChat/M station/customer service hotlines. No room nights or growth points will be accumulated or upgraded through booking via indirect channels (e.g. Ctrip, or eLong) or through direct check-in at the reception without booking.
05. Why do the room nights become less after upgrade?
The room nights will be reset after upgrading. The room nights for the next level need to be re-accumulated.
06. If I booked two rooms, can I earn points for both rooms after check-in?
Points can only be earned for the room that the member books and checks in, and one member can only get points for check-in once a day.
07. Can points be used in Jinjiang Travel?
Jinjiang Travel and Plateno Trip members have been integrated, so the points can be used in both Jinjiang Travel and Plateno Trip.
08. I consumed some points in Jinjiang Travel APP, and why the points are also deducted on Plateno Trip?
Jinjiang Travel and Plateno Trip members have been integrated, so the increase and the use of points are indicated synchronously.
09. In which channels can I earn points by booking travel products?
Points can be earned by booking travel products through Jinjiang Travel official site at http://travel.jinjiang.com, Jinjiang Travel APP, and call center 400-820-9999.
10. Can I give free rooms redeemed by points to my friends?
No, the free room must be booked and checked in by the member him/herself.
All the free rooms are for member guests who have made a reservation and checked in with valid membership accounts at the hotel's front desk.
11. How long will the room be kept if the booking has exceeded the retention period applicable to the membership level on the check-in day?
(1) For Jinjiang star hotels, prepayment is needed when the booking exceeds the retention period for the corresponding membership level;
(2) For other hotels, another 2 hours will be kept when the booking exceeds the retention period for the corresponding membership level.
12. Can I make reservations with my membership card for others?
Yes, you can make reservations for others, but only you can enjoy the membership rights and benefits;
One member can only make reservations of up to 3 member discount rooms on the same day. For more rooms of this kind, the rack rate applies.
13. I have a number of membership cards. How can I use them?
A valid ID number is the only identification of your membership. No matter how many membership cards you have, you can use only one of them when booking or checking in. All the points will be added together.
14. I'm sharing a room with my friend. Can I register with just one ID card in this case?
No. According to the stipulations of the Public Security Bureau, all guests staying in a hotel room must register with their own ID cards.
15. How should I check in if I've lost my ID card?
Please show your temporary identity proof issued by Public Security authorities.
16. Do the hotels provide catering?
Some of the hotels provide catering services. Please refer to the detailed introductions of the hotels.
17. How to obtain and use a free-order golden medal?
1) Members who have been upgraded to golden card/platinum cards will be granted a free-order golden medal automatically, which will be canceled after being used;
2) For members who have a "free-order golden medal" and have prepaid the room rate after making a reservation via Plateno Trip official site/APP/WeChat, their complaints can be dealt with by the hotel general manager in 2 hours after they give feedback through the front desk/official site/WeChat/hotlines. For members who are still unsatisfied with the solution, their bills will not be charged, and the paid amount for the very night will be returned to their membership accounts which can't be withdrawn for cash.
(3) The actual room fee paid refers to the actual amount paid for an order, excluding cashback.
18. How to obtain the compensation of twice the price gap if I made a reservation via an official channel with a higher room rate?
You can provide Customer Services with evidence of your checking in at the hotel, and the compensation of twice the price gap will be returned to you within 7 working days.
1) Official channels refer to Plateno Trip official site/APP/WeChat/M station, and Plateno Group Customer Services;
(2) The price for an order is the actual room rate excluding cashback; the orders made via Tmall and Taobao are not eligible for this campaign;
(3) Two comparative orders are needed when providing evidence: 1 order made via an official channel, and 1 order made via an unofficial channel. Both orders shall be made by the same person for the same room type at the same hotel on the same date.
(4) Only after you have checked in after your reservation via an official channel, will the compensation of twice the price gap be returned to you.
(5) After the Customer Services has verified the situation, the compensation of twice the price gap will be returned to your membership card account within 7 working days after you check out.
19. What should I do if there is no room available when arriving at the hotel, having made a reservation and paid in advance?
If there is no room available when arriving at the hotel and the member has already made a reservation via Plateno Trip official site/APP/wechat and paid in advance, they can provide feedback along with evidence to the Customer Services via the official WeChat/hotlines/APP. They will obtain the compensation of twice the room rate for the first night if the situation is verified by the Customer Services.
Content of evidence: photo(s) showing that you have arrived at the hotel;
Method of proof: send the text "no room available after arrival" plus photo(s) of evidence to the official WeChat account - club_7daysinn;
