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ENTERTAINER programme FAQ

General

What is ENTERTAINER with HSBC 2020?

ENTERTAINER with HSBC 2020 is a programme that can be accessed via the ENTERTAINER with HSBC App. It is exclusively available to HSBC main credit cardholders issued by HSBC Bank (Singapore) Limited.  It offers Buy One Get One Free (“ENTERTAINER offers”) and 25% off on the total bill (“ENTERTAINER express offers”) promotions at restaurants, hotels, entertainment merchants and more across Singapore, Malaysia, Hong Kong, Bali, London and UAE. It also has an in-app hotel booking engine, ENTERTAINER getaways, with large selection of hotels at great rates in over 180 countries.

Is ENTERTAINER with HSBC 2020 available to everyone?

Only HSBC main credit cardholders (issued by HSBC Bank (Singapore) Limited) can enroll for ENTERTAINER with HSBC 2020.

Do I have to pay for ENTERTAINER with HSBC 2020?

There is no fee required. Each HSBC main credit cardholder is entitled to one complimentary account regardless of how many HSBC main credit cards each customer owns.

Existing HSBC credit cardholder: How do I enroll for ENTERTAINER with HSBC 2020?

For HSBC main credit cardholders who are already registered with ENTERTAINER with HSBC in 2019, the new merchants and vouchers for each respective merchant for 2020 will be automatically refreshed within the app on 2 January 2020. However to access ENTERTAINER getaways, you are required to update the app from 2 January 2020 in order to utilize this new feature.

For existing HSBC main credit cardholders who have yet to activate your ENTERTAINER with HSBC account in 2019, you may continue to use the VIP key issued to you previously. Alternatively, you may also contact our Customer Service hotline to retrieve details of your VIP key.

New HSBC credit cardholder: How do I enroll for ENTERTAINER with HSBC 2020?

For new HSBC main credit cardholders, you will receive an email from HSBC with your unique 9 digit VIP Key to activate your complimentary account. Look out for ‘HSBC Bank (Singapore) Limited’ in your email inbox. 

If you have not received this email or can no longer find it, please contact our customer care at 1800-HSBC NOW (1800-4722 669) or (65) 64722 669 if you are overseas to retrieve your unique 9 digit VIP Key.

What type of accounts am I eligible for?

Each HSBC Premier Mastercard® main cardholder and each HSBC Visa Infinite main cardholder will receive one complimentary ENTERTAINER with HSBC 2020 Premium account, and all other HSBC main credit card holders will receive one complimentary ENTERTAINER with HSBC 2020 Standard account. If you hold two main credit cards, you will only be eligible for one ENTERTAINER with HSBC 2020 account.

Which App Stores will the ENTERTAINER with HSBC App be available in?

  • App StoreSM (Apple®)
  • Google Play™ (Android™)

Please note: That this App is not available in BlackBerry World®.

Google Play and Android are trademarks of Google Inc. App Store is a service mark of Apple Inc. Blackberry World is owned by Research In Motion Limited and is registered in the United States and may be pending or registered in other countries. HSBC is not endorsed, sponsored or affiliated with or otherwise authorized by Research In Motion Limited.

Why can’t I find the ENTERTAINER with HSBC App in my App Store?

‘ENTERTAINER with HSBC’ is only available in the following App Stores: Singapore. Your App Store may be set to scan another country’s store, this could be because of where you originally bought your phone or perhaps because you have chosen to switch stores. Please switch back to your local App Store and search again.

Which mobile devices can I install the ENTERTAINER with HSBC App onto?

  • Apple: All smartphones and tablets running iOS 7 and above.
  • Android: All smartphones running Gingerbread 2.3.3 and above.

Google Play and Android are trademarks of Google Inc. App Store is a service mark of Apple Inc.

How do I activate my ENTERTAINER with HSBC App?

  1. Type ‘ENTERTAINER with HSBC’ into your App Store’s search tab.
  2. Download and install the ENTERTAINER with HSBC App into your smartphone or tablet.
  3. Make a note of your unique 9 digit VIP Key that was emailed to you.
  4. Open the App and follow the instructions on your smartphone or tablet screen.

How does ENTERTAINER with HSBC work?

To redeem an offer, simply tap on the offer on your phone and follow the process to redeem it when you ask for the bill at an outlet. For travel offers, inform the hotel that you intend to use the ENTERTAINER with HSBC voucher at reservation, prior to your visit with them. Payment must be made with an HSBC credit card issued by HSBC Bank (Singapore) Limited (except HSBC corporate cards, and HSBC debit cards) to redeem any offers.

For further information please refer to the ENTERTAINER with HSBC’s Rules of Use.

Your ENTERTAINER with HSBC account

I did not receive / forgot my unique 9 digit VIP Key that was issued by HSBC, what should I do?

Please contact our customer care at 1800-HSBC NOW (1800-4722 669) or (65) 64722 669 if you are overseas to retrieve your unique 9 digit VIP Key)

For easy access, please note the following steps:

Step 1 – Call in to 1800-HSBC NOW (1800-4722 669) or (65) 64722 669 if you are overseas.

Step 2 – Enter your 7-digit NRIC Number/ 12-digit Account Number/ 16 Credit Card Number followed by the # key.

Step 3 – Key in your 6-digit Phone Banking PIN (if you do not have a Phone Banking PIN, simply press # to reset your PIN with a SMS-OTP).

Step 4 – Press 2 for Card Services.

Step 5 – Press 3 for Card Fees, Rewards & Benefits.

Step 6 – Press 4 for Card Benefits & Promotions to speak to our Customer Care.

I’ve logged out of my account and cannot remember the password to log back into my account. What should I do?

Click on ‘Forgot password’ on the sign in screen of the App and an email will be sent to the email address you had keyed in during registration for ENTERTAINER with HSBC. The email will contain instructions on how you can reset your password. Once your password is reset, you can open the App again and type in your email address and new password to log back into your account.

What happens if I change my mobile device?

The App is registered to the email address you had submitted to The ENTERTAINER when activating your account. Simply download and install the ENTERTAINER with HSBC App again and use the same email address and password you had set, to register your new phone. Your savings and redemption history will be saved and accessible.

Can someone else download the ENTERTAINER with HSBC App and use the ENTERTAINER with HSBC account on my behalf?

No. Only HSBC main credit cardholders are entitled to use this App and as such, the unique VIP Key is for your use only. Your unique VIP Key will become invalid if used by someone else. The offers within the App are only valid when paying the final bill with your HSBC credit card.

How many smartphone / tablets can I use to log into my ENTERTAINER with HSBC account?

You can log into your account with up to 6 devices.

Merchant Offers

How do I see the different merchants available within the products?

You can view merchants filtered by category and location. You can also search for a specific merchant by entering your search terms in the fields and see which merchants are available to you.

How many merchants are available in ENTERTAINER with HSBC? How many offers are there for each merchant?

ENTERTAINER with HSBC has more than 700 merchants across markets such as Singapore, Malaysia, Hong Kong, Bali, London and UAE. 

For the ENTERTAINER offers with Buy One Get One Free promotion, there are 3 offers per merchant for the Premium accounts and 2 offers per merchant for the Standard accounts. There is 1 offer for each hotel worldwide merchant for both Premium and Standard accounts.

For the ENTERTAINER express offers with 25% off on the total bill promotion, there are 4 offers per merchant with monthly refresh of up to 48 offers per merchant per year for both Premium and Standard accounts. Each offer has a discount capped of SGD50.

How long are ENTERTAINER with HSBC offers valid for?

All ENTERTAINER with HSBC offers are valid from 2 January 2020 to 30 December 2020. This means that regardless of when you enroll for ENTERTAINER with HSBC, the offers will expire on 30 December 2020.

What are the restrictions on the offers?

The offers are valid throughout the year, excluding public holidays and eve of public holidays and any special occasions as determined by respective merchants. Please refer to the Rules of Use for more information on which public holidays are listed for each location.

How many offers are there for each participating merchant?

For the ENTERTAINER offers with Buy One Get One Free promotion, there are 2 offers per merchant (for non-Hotel category) within each ENTERTAINER with HSBC Standard account. There are 3 offers per merchant (for non-Hotel category) within each ENTERTAINER with HSBC Premium account. There is 1 offer for each hotel worldwide merchant for both Premium and Standard accounts. All these offers will not be refreshed once utilized. However, you can buy back vouchers with Coins earned (only for non-Travel category).

For the ENTERTAINER express offers with 25% off on the total bill promotion, there are 4 offers per merchant with monthly refresh of up to 48 offers per merchant per year for both Premium and Standard accounts. Each offer has a cap of SGD50.

How many offers (non-Hotel category) may I use at any one time?

For the ENTERTAINER offers with Buy One Get One Free promotion, there are up to 3 offers per merchant (for non-Hotel category) within each account. Each offer is depletable and so, it can be used only once by 2 people. Each offer must be used by a minimum of 2 people (excluding some Beauty & Fitness and Retail & Services Offers). After you have redeemed 1 offer at the merchant outlet, that offer will be removed from your App. Once the remaining offer(s) are used, your account will show that your offers for that merchant have been fully redeemed and you do not have any more offers for use for that merchant.

Up to a maximum of 4 offers may be used per visit/booking/table for a group of 8 people or more, as per the below Table 1:

Table 1
Number of people 1 2 3 4 5 6 7 8 or more
Number of offers 0 1 1 2 2 3 3 4 Max
Table 1
Number of people Number of offers
1 0
2 1
3 1
4 2
5 2
6 3
7 3
8 or more 4 Max

Example:

You would like to visit a selected merchant for lunch. There are 2 offers listed under that merchant as follows:

Offer 1: Main Menu Item

Offer 2: Lunch Buffet

If you would like to enjoy the 1-for-1 Lunch Buffet, you can enjoy only 1 free Lunch Buffet when 2 persons dines. However, if you have a party of 4 and wish to enjoy 1-for-1 Lunch Buffet, then another person in your party of 4 would also need to have the ENTERTAINER with HSBC App so they can utilize their offer (1 offer can be redeemed for 1 free Lunch Buffet in this scenario). If you are unsure, please do check with the respective merchant prior to ordering.

For the ENTERTAINER express offers with 25% off on the total bill promotion, there are 4 offers per merchant within each account. Each offer is depletable and so, it can be used only once on the total bill amount. After you have redeemed 1 offer at the merchant outlet, that offer will be removed from your App. Once the remaining offer(s) are used, your account will show that your offers for that merchant have been fully redeemed and you do not have any more offers for use for that merchant. 

Up to a maximum of 4 offers may be used per visit/booking/table for a group of 8 people or more. Each offer has a cap of SGD50. However, these offers will be refreshed each calendar month, with up to 48 offers per merchant per year.

How many Hotel offers may I use at any one time?

A limit of one Hotel offer per room booked may be used. A maximum of one night will be complimentary per room booked per stay.

Where should I find the latest offers?

The offers may be removed from the ENTERTAINER with HSBC app without notice from time to time. Kindly check that relevant offer is available on the app on the day of visit/purchase. All information on the app is the most updated.

Redemption of ENTERTAINER with HSBC Offers

Do I need an internet connection to redeem ENTERTAINER with HSBC offers?

To redeem offers from ENTERTAINER with HSBC, you will need either a Wi-Fi or mobile data connection. This is so that your account can be updated and your redemptions removed from the available offers in real time. The merchant will also receive an e-mail once a redemption is made, this enables them to honour the offer and apply your discount as it verifies the redemption.

How do I redeem an offer from ENTERTAINER with HSBC?

When you request for your bill, notify the person attending to you that you want to redeem ENTERTAINER with HSBC offer and show them your HSBC credit card. Tap on the offer you want to redeem and be sure that the outlet is correct because some merchants have offers that can be redeemed at more than one outlet. The App will ask for the merchant’s PIN. Simply ask the merchant to enter their merchant PIN on your smartphone, and when they have done this you will get a confirmation notice on your screen. The merchant will make a note of the reference number that appears on your screen so you should allow them to do this. If you accidentally moved past this then you can still see the redemption confirmation reference by going to ‘Savings’ and then ‘Redemption History’. The merchant will then prepare your bill with the discount applied.

Must I pay with an HSBC Credit Card?

In order to redeem the offers on ENTERTAINER with HSBC, all payment must be made with an HSBC credit card issued by HSBC Bank (Singapore) Limited (except HSBC corporate cards, and HSBC debit cards).

If I go to a participating outlet and I hit redeem on an offer on my App account and find that they do not accept the offer for some reason, can I cancel the redemption?

Yes you can cancel the redemption at any point before the merchant successfully enters their merchant PIN. However, please note that a completed redemption cannot be reversed. The ENTERTAINER is unable to reinstate mobile offers within the ENTERTAINER with HSBC App.

I have redeemed an offer at one location but the offer is showing as redeemed at all locations on ENTERTAINER with HSBC.

Offers for merchants are not location specific. For example, if you have a total of 2 offers in the App for merchant A and merchant A has 6 different outlets.  After you have redeemed 1 offer at an outlet, you will have 1 offer remaining for use at any of merchant A’s 6 outlets. After you have used your remaining offer, your account will show that your offers for merchant A have been fully redeemed and you will not have any offers left for redemption.

Do I have access to the Rules of Use via my App?

Yes, validity and Rules of Use are contained within the Offer Screen as well as within the ‘Help & Support’ section within the ENTERTAINER with HSBC App.

How do I redeem more than one offer at the same time on ENTERTAINER with HSBC – e.g. when I am with a group of friends and I have 2 offers available to use?

You can only redeem one offer at a time within the App. So if you want to redeem 2 offers at the same time, then you need to go through the process 2 times with the merchant and he/she will then produce your bill with the total discount applied.

How does ENTERTAINER with HSBC work when using offers from the Beauty & Fitness section?

The spa will accept your redemption in the normal way and provide you with a certificate which you need to present the next time you visit the outlet. The certificate will contain the exact details of the complimentary treatment or service. You may use the certificate for:

  • Another complimentary treatment for yourself during your current visit or to extend your treatment.
  • A complimentary treatment for your family member or friend to use during your current visit.
  • A complimentary treatment or service at a later date but before the expiration date of your product.
  • These offers fall into the following categories: Spas, Medical & Wellness, Dental Clinics, Beauty, Hair & Nails, Gents Grooming, Health & Fitness.

ENTERTAINER getaways – In-app Hotel Booking Engine

What is ENTERTAINER getaways?

ENTERTAINER getaways is ENTERTAINER with HSBC’s in-app booking engine that will allow you to book a hotel via the app. You can enjoy a large selection of hotels at great rates in over 180 countries.

What offers are available in ENTERTAINER getaways?

We have now got 3 type of offers in ENTERTAINER getaways: discounted rates, stay one night, get one night free offers and Exclusives offers.

Is there a catch? How can ENTERTAINER getaways offer such incredible discounted rates?

Nope, there’s no catch and no unexpected charges. The ENTERTAINER has fostered a great relationship with hotels as we help them fill up rooms that would otherwise be empty.

How do I book using the discounted rate?

This is really easy, simply click on the Travel tab from your App’s home screen, and all of the hotels displayed that mention the rates (discounted rates and Exclusives offers) can be booked directly through the App - just like any other travel booking site. Your booking will be confirmed the same day with confirmation being e-mailed to you.

I did not receive my booking confirmation. How do I get it?

Once the booking is successful, the booking confirmation will be e-mailed to you. This should take no longer than an hour after the booking is made.  If you do not receive the booking confirmation you may contact the team on support@entertainergetaways.com.

You can also view your bookings under the “My bookings” section on GETAWAYS homepage right below the search details fields.

How do I know that I’m getting a good discounted rate?

ENTERTAINER getaways compares rates in real time against the most popular travel sites each time you search. We show you the best comparable prices right below our own offer.

Is the room rate per person or per night?

All rates are shown per night, for the total number of rooms quoted. Please review the booking terms carefully to ensure your room can accommodate your entire travelling party. Any adults or children above the stated maximum occupancy may incur additional charges on site at the hotel.

Am I able to pick my room?

We strive to provide a range of room types for each hotel offered. These room types represent broad categories and don’t guarantee a specific individual room. For more details about a specific room, we’re happy to help you contact any hotel directly.

What methods of payment are accepted?

For discounted rates, the payment is made directly through the App in advance. Payment must be made with an HSBC credit card issued by HSBC Bank (Singapore) Limited (except HSBC corporate cards, and HSBC debit cards).

Is it safe to use my credit card on ENTERTAINER getaways?

ENTERTAINER getaways uses a secure commerce server with the latest encryption technology to process your credit card information. 

We do not keep or store your credit information after a transaction, which prevents any risk of data or identity theft.

What are the taxes and fees stated on my receipt?

In connection with facilitating your pre-paid hotel booking, the charge to your credit card includes an estimated amount to cover taxes and other fees. This is intended to recover what we pay to the hotel for your reservation for taxes owed by the hotel including, but not limited to, sales and use tax, occupancy tax, room tax, excise tax, value added tax and/or other similar taxes.

In certain locations, the tax amount may also include government-imposed service fees or other fees not paid directly to the taxing authorities but required by law to be collected by the hotel. The amount paid to the hotel in connection with your reservation for taxes may vary from the amount we estimate and include in the charge to you.

In no case does ENTERTAINER getaways collect or remit taxes directly to any taxing authorities in connection with your booking. Our hotel suppliers, as vendors, include all applicable taxes in the amount billed to us and we pay such amounts directly to the vendors. The taxability and the applicable tax rates vary greatly by location.

How do I know whether my booking is confirmed?

Your booking is confirmed once you receive a confirmation e-mail from bookings@entertainergetaways.com. Once confirmed, your booking will also appear under the “My bookings” section on GETAWAYS homepage right below the search details fields.

If your payment has been successful but you’ve not received a confirmation e-mail, contact the bookings team on support@entertainergetaways.com for assistance.

Will I receive a confirmation directly from the hotel?

Not for discounted rates, it’s seamless. All you need is your ENTERTAINER getaways booking confirmation. It displays your itinerary details, confirmation number and the room supplier name.

Can I check my reservation with the hotel after booking on ENTERTAINER getaways?

Each hotel has a different process for loading reservations, and some hotels only do so on the same day as your arrival. Therefore, keep in mind that your reservation may not be on file in the hotel’s system in advance of your stay.

But if your booking has been confirmed by ENTERTAINER getaways, then your room is reserved. In case of any issues when speaking with a hotel, please provide the hotel staff with the room supplier name stated in your ENTERTAINER getaways booking confirmation.

What do I do if the hotel cannot find my booking?

If your booking has been confirmed by “ENTERTAINER getaways”, then your room is reserved. In case of any issues when speaking with a hotel, please provide the hotel staff with the full name on your reservation along with the booking confirmation number stated in your “ENTERTAINER getaways” booking confirmation.

If you are still experiencing problems, contact Support@entertainergetaways.com for assistance.

How can I view my reservation?

Please check the booking confirmation you should have received right after the payment. You can also view your bookings under the “My bookings” section on GETAWAYS homepage right below the search details fields.

If you can’t find it, simply contact the bookings team on support@entertainergetaways.com for assistance.

What is the ENTERTAINER getaways cancellation policy?

For discounted rates, cancellation policies are set by each hotel and vary from reservation to reservation. They are clearly displayed during your check-out process and on your booking confirmation. 

It’s easy to cancel, just contact the bookings team on Support@entertainergetaways.com If the cancellation is past the stated deadline, you may be charged a cancellation fee.

How long does it take to receive my cancellation refund?

Depending on your card issuer, it may take up to 10 to 14 business days for a refund to appear on your credit card statement. We will process your refund to the same credit card you used to make the original booking.

How do I change my reservation?

If you’re within the free cancellation timeframe, you can cancel your booking directly with the app by going in the “My bookings” section and clicking on the “Cancel my booking” button on your booking summary page. If you’re not within the free cancellation timeframe for your existing booking, some charges may apply to cancel your booking. Contact the bookings team on Support@theentertainergetaways.com if you need help.

How do I identify the stay one night, get one night free offers?

The stay one night, get one night free offers can be filtered using the “2-for-1 Deals” filter at the top left of your screen. Also, the stay one night, get one night free offers can be identified by the symbol on the image of the hotel.

If you click on a stay one night, get one night free offers ‘hotel image, you will get to the hotel page and see all the offers available. At the bottom of the screen, you will be able to call or enquire for rates directly with the hotel.

How do I make the booking?

To use the stay one night, get one night free offers there is an option in the App for you to contact the hotel directly and they will assist you with your booking.

Can I book using the stay one night, get one night free offers and pay through the App?

This is something we are working towards - for now you need to contact the hotel directly for rates and to make the booking.

Can I use the stay one night, get one night free offers on the discounted rates?

Unfortunately, no. You won’t find a 2-for-1 offer for a hotel that already has discounted rates. Discounted rates are already negotiated to be the cheapest rates you can find. Stay one night, get one night free offersare subject to availability and are based on the best available rate that the hotel quotes to you over the phone or via email.

What methods of payment are accepted?

For stay one night, get one night free offersdeals, you will have to pay the full amount directly with the hotel with an HSBC credit card issued by HSBC Bank (Singapore) Limited (except HSBC corporate cards, and HSBC debit cards). For further information please check the hotel’s website.

How do I know when the booking is successful?

Once you have called or e-mailed the hotel to make your booking, the hotel will inform you via e-mail that your booking is confirmed along with how the payment would be made and any terms and conditions.

Am I restricted on the room type that I wish to book?

The type of room you can book is subject to availability at the time of booking, the hotel will guide you on the available rooms.

What is best available rate?

The "Best Available Rate" is the fully flexible, "non-restricted" room only rate of the day, quoted directly by the hotel reservations to the public and is generally published on the hotel’s website. It may also be referred to as the "Best Flexible Rate" or "Rack Rate". The Best Available Rate varies from the hotel’s other promotional rates including weekend package rates, advance purchase rates, all-inclusive package rates and summer/Ramadan rates.

Can I cancel/change my reservation once it is made?

Any changes or cancellations when using the stay one night, get one night free offers are dependent on the hotel’s terms and conditions – for this, you will need to contact the hotel directly.

What are the terms to cancel a stay one night, get one night free offers’ booking?

The terms are dictated by the hotel themselves. If the terms are not in the booking confirmation that the hotels have sent you, please contact them to find out their terms for your booking.

How do I view my booking?

For stay one night, get one night free offers’ bookings you will see your booking via the confirmation email sent by the hotel.

Your stay one night, get one night free offers’ booking will not be available to view in the app itself.

What is an Exclusive offer?

An exclusive offer is a package offer negotiated at a fixed rate with the hotel. You can differentiate them with the orange icon “DEAL” before the offer title.

With this offer type, you know in advance what is included in the package and what the price is, whatever the dates of your stay are. You won’t find those offers anywhere else!

How do I book an Exclusive offer?

The process is the same as a stay one night, get one night free offer. You can either send an inquiry through the app or call the hotel directly to ask their availability.

Payment must be made with an HSBC credit card issued by HSBC Bank (Singapore) Limited (except HSBC corporate cards, and HSBC debit cards).

Can I cancel/change my reservation once it is made?

Any changes or cancellations when using the Exclusive offers are dependent on the hotel’s terms and conditions – for this, you will need to contact the hotel directly.

What are the terms to cancel an Exclusive booking?

The terms are dictated by the hotel themselves. If the terms are not in the booking confirmation that they have sent you, please contact them to find out their terms for your booking.

How do I view my booking?

For Exclusive bookings you will see your booking via the confirmation email sent by the hotel.  Your Exclusive booking will not be available to view in the app itself.

Coins and Badges

What are Coins and how do you earn them?

Coins are a virtual currency that works like a loyalty programme. You earn Coins by redeeming offers on the App and can use Coins to buy back vouchers that you have already redeemed at your favourite locations.

How do I unlock Badges?

The more offers you redeem the more Badges you’ll collect! For example, redeem at least 5 offers, and you’ll become an Ambassador! Every time you collect a new badge, you will also receive bonus Coins.

How do I find out how many Coins I have?

Log onto your account and your Coin balance can be found at the top of your profile page.

How do I spend my Coins?

Turn your Coins into more savings. Buy back your favourite offer by simply clicking the yellow box shown next to the merchant offer.

ENTERTAINER with HSBC customer support

Who should I contact for support/questions on ENTERTAINER with HSBC merchant offers, redemption of offers, account login and technical difficulties in the App?

Use the 24/7 Live Chat function which is available in ‘My Profile’ -> ‘Settings’/’Preferences’ -> ‘FAQs and Live Chat’ under ‘Help and Support’ within ENTERTAINER with HSBC App for instant issue resolution and assistance.