Help Center

For late cancellations, no-shows, or non-refundable bookings, no refund will be provided, and no exceptions will be made.We strongly recommend reviewing the property's cancellation policy carefully before confirming your booking.If your cancellation is due to officially documented reasons, such as:Medical emergenciesFlight disruptionsSevere weather conditions (e.g. Typhoon Signal No. 8)Please submit the relevant supporting documents before the scheduled check-in time, preferably as early as possible.Note: Submission of documents does not guarantee a refund or exception. Each case will be reviewed individually.

Please refer to the “Number of Guests” indicated in the room details on our website.Most rooms are limited to a maximum of 2 guests. Additional visitors beyond the stated capacity will not be allowed.​How to view guest capacity on the website or mobile apps:Go to the hotel listing page.Each room option will display a guest icon (👤) followed by a number — this indicates the maximum number of guests allowed in that room.For example, if you see “x 2” next to the guest icon (as shown below), that means the room allows up to 2 people.Please ensure your total number of guests does not exceed the stated capacity at check-in.

No, the person whose name appears on the booking must be physically present at the front desk to complete the check-in process. Check-in on behalf of another person is not permitted.Note: Please ensure that the name used during the booking exactly matches the name on the identification document.

All guests are required to present a valid physical identification card issued by the local government upon check-in.Foreign guests must present a physical passport. ​Special Note for Hotel Guests in Singapore: Other forms of identification such as Singpass, work permits, long-term passes, driving licences, and membership cards are not accepted.

If your booking is for a self check-in hotel, the check-in information will be sent to you 5–10 minutes before the check-in time.You can access the check-in details through the following methods:Via the App: Go to "My Bookings", tap the relevant booking, and the check-in info will be displayed there.Via Email: The system will also send the check-in information to your registered email address.Note: If no email was provided at the time of booking, the check-in information can only be accessed via the app.

Reward Points can still be credited if the booking is linked to your account within 60 days of the check-out date.Note: This feature can only be accessed on the website version; it is not available on the mobile app.Use the quick link below to retrieve and link the reservation to your account:​Hong Kong: https://app.flowtheroom.com/hk/zh/retrieve-bookingSingapore: https://app.flowtheroom.com/sg/en/retrieve-bookingMalaysia: https://app.flowtheroom.com/my/en/retrieve-booking

Yes — all guests must be at least 18 years old to stay at most hotels.As long as each guest’s 18th birthday has already passed, they are eligible to check in.Important: Some hotels may have stricter policies and require all guests to be 21 years old or above.Please check the Property Policies on each hotel's page before booking to avoid any check-in issues.

The required documents for check-in may vary depending on the property.For specific requirements, please refer to the “Property Policies” section on each hotel’s page.These details will also be shown prior to the payment selection step during the booking process.We recommend reviewing this information carefully to help ensure a smooth and hassle-free check-in experience.

Your check-in and check-out times follow the time slot you selected during booking.For example, if your slot is 09:00–13:00, you may check in at 9:00 AM and must check out by 1:00 PM.Please refer to your confirmation email for the exact time slot.

Some bookings — such as those for Fragrance Hotel, Ibis Budget Hotel, and meeting rooms — require manual confirmation from the property, which may take up to 30 minutes.You will be notified of the booking status in the following ways:If the booking is confirmed, you will receive a confirmation email (provided an email address was entered at the time of booking).If no email was provided, you can check the status in the "My Orders" section of the app — it will update to “Confirmed” once the booking is approved.Phone Notification: To stay updated, we recommend enabling push notifications in the Flow app — this way, you’ll receive a phone alert as soon as your booking is confirmed or rejected.Important NotesIf your credit card has insufficient balance, the booking will be automatically cancelled.Any cancellation or rejection will be reflected in your "My Orders" section. An email notification will also be sent if applicable.Cancelled bookings only involve a temporary authorization, not an actual charge. The transaction will be voided and should be removed from your e-statement within 7–14 days, depending on your bank.To avoid issues, please ensure your payment method has sufficient balance and monitor your booking status shortly after placing the order.

Refundable BookingsGuests with refundable bookings can cancel their reservation directly through the app.Steps to cancel:Go to “My Bookings”Select the relevant bookingTap “Learn More” to review the cancellation policyTap “Cancel” to proceed (you will be prompted to confirm)Once the cancellation is completed:A cancellation confirmation email will be sent to your registered email addressThe booking status will be updated in the app.Non-Refundable BookingsFor non-refundable bookings, cancellations are generally not eligible for a refund, and no exceptions will be made.If you still wish to request a cancellation, please:Select a cancellation reason from the provided optionsUpload any supporting documents, if applicableIf your cancellation is due to officially documented reasons, such as:Medical emergenciesFlight disruptionsSevere weather conditions (e.g. Typhoon Signal No. 8)Please submit the relevant documents before the scheduled check-in time, preferably as early as possible.Important: Submitting documents does not guarantee a refund or exception. Each case will be reviewed individually.You may also refer to the cancellation policy stated in your confirmation email.

No, once a booking is completed, the selected payment method cannot be changed, regardless of the booking policy.We strongly recommend reviewing your payment method carefully before confirming your reservation.

Extensions are subject to availability and may incur additional charges.Up to 1 hour: Contact the hotel directly.More than 2 hours: Check our website for the Flex 2-Hour slot and make a new booking if available.Note: Extension requests, even for 15 minutes, are subject to the hotel’s discretion and may not be permitted.

Refundable BookingsTo modify the check-in or check-out time for a refundable booking, please cancel your current reservation and rebook using your preferred time slot.How to cancel your booking:Go to “My Bookings” in the appSelect the relevant bookingTap “Learn More” to review the cancellation policyTap “Cancel” to proceed (you will be prompted to confirm)After the cancellation is completed:A cancellation confirmation email will be sent to your registered email addressThe booking status will be updated in the appYou may then rebook at your convenience through the app or website.​Note: If your preferred new time slot falls under the same rate, we recommend contacting Customer Service for assistance before rebooking, as they may be able to help adjust your booking directly.To check the latest rates and availability, please refer to our website, as it reflects the most up-to-date status.​​Non-Refundable BookingsFor non-refundable bookings, changes to check-in or check-out time are generally not permitted, and no exceptions will be made.If your request is due to officially documented reasons, such as:Medical emergenciesFlight disruptionsSevere weather conditions (e.g. Typhoon Signal No. 8)Please submit relevant supporting documents before the scheduled check-in time, preferably as early as possible.Important: Submitting documents does not guarantee approval. Each case will be reviewed individually.You may also refer to the modification policy stated in your confirmation email, or contact us with your booking reference for further assistance.

You may indicate your preferences (e.g., bed type or non-smoking room) during the booking process. If you were unable to submit your request during the booking process, please contact Customer Service for further assistance.Important Note:All bed type or special room requests are subject to availability upon arrival and are not guaranteed.

To request an invoice for your booking, please contact our Customer Service team directly.

No, once the booking is completed, a voucher cannot be applied retroactively, regardless of the booking policy.We recommend double-checking your voucher and applying it before confirming your reservation, as changes cannot be made after booking is processed.

Please contact our Customer Service team directly for assistance.We will do our best to support your request; however, name changes after check-in time are subject to hotel approval.

1. Check Your MailboxLook in your spam or junk folder in case the confirmation email was filtered there.If you booked via the mobile app, proceed to the “Orders” tab to check the booking status.2. Still No Confirmation?If you're still unable to locate the booking, please contact Customer Service and provide the following:A screenshot of the payment or chargeThe email address and phone number used during the booking (if available)Our team will assist you in verifying and retrieving your reservation details.

If you believe a charge was made in error or you received a duplicate charge, please provide the following information to help us investigate and assist you promptly:1. Transaction HistoryScreenshot of all the transaction history, clearly showing the charges made by Flow2. Booking Details(Providing the following details will help us locate your booking more efficiently):Email address and phone number used for the bookingHotel nameTime slot (e.g., 09:00–13:00)Room typeBooking dateBooking ID (if available)Once we receive the information above, our team will review your case and get back to you as soon as possible.

The security deposit is paid directly to the hotel upon arrival.Card payment: Refunds are typically processed within 7 to 14 working days to the same payment method used.(Note: Some banks may take up to 15–30 days, or until your next billing cycle, for the refund to be completed or reflected.)Cash deposit: Usually refunded at the time of check-out.(Tip: We recommend confirming the deposit refund process with the hotel during check-out.)Please note: Some hotels may accept only one specific payment method for the deposit. We recommend checking the “Important Information” section on the hotel’s listing page for details on accepted payment methods.

If your booking was successfully canceled without charge, the refund process typically takes 7–14 business days to be completed and reflected in your account.Refund Timelines by Payment Method:Credit/Debit Card:Refunds usually appear within 10 business days, depending on your bank or card issuer.​(Some banks may take up to 15–30 days, or until your next billing cycle, for the refund to be completed or reflected.)Other Payment Methods (e.g., e-wallets, Flow Dollar):Refunds are typically processed within 1–4 business days.Still haven’t received your refund?If you haven’t received your refund after 14 business days, please contact our Customer Service team and provide:A screenshot of your transaction history, showing charges from the booking date up to the present date.Note: - Business days refer to weekdays (Monday to Friday), excluding weekends and public holidays.- Once the cancellation is completed:A cancellation confirmation email will be sent to your registered email addressThe booking status will be updated in the app.

If your booking is canceled within the free cancellation period, the voucher will be automatically returned to your member account for future use.Important Notes:If the voucher has expired at the time of cancellation, it cannot be reused, even if the cancellation was made within the free cancellation period.Example: If your voucher expired on 2 January and you canceled the booking on 1 January, the voucher will no longer be valid after 1 January.

Yes, most hotels require a security deposit at check-in.Details such as the deposit amount and accepted payment methods are outlined in the “Important Information” section on each hotel’s listing page.

If the booked space differs from what was expected, please share the following information:Briefly describe the issue (e.g., poor cleanliness, malfunctioning facilities, etc.)If available, please include relevant photos, as they will help us better understand the situation.

Website or mobile app not working?If you're experiencing issues with the website or mobile app, please provide the following details to help us investigate:What happened?(Briefly describe the issue)Screenshot or screen recordingIf possible, please share a screenshot of the error message. A screen recording would be even more helpful.Once we receive this information, our team will look into it as soon as possible.​

No, each booking is limited to one room or time slot only.

Yes, you can. However, you must enter the full name of the check-in guest exactly as it appears on their official identity document (e.g., passport or ID card) when making the reservation.This ensures that the guest will be able to check in smoothly at the front desk.Important: If the name provided does not match the booking record or the ID presented at check-in, the hotel may refuse check-in.No refunds or cancellations will be provided in such cases.

A: No, you don’t need an account to book a room. However, we highly recommend creating one for a smoother booking experience and to enjoy exclusive benefits. New members will also automatically receive a voucher upon registration, which can be applied to their first booking.

To make a booking, simply:Select your destination or preferred hotelChoose your booking dateEnter your desired check-in and check-out timesOnce submitted, a list of available hotels that match your criteria will be displayed on your screen. You can choose your own check-in and check-out times, giving you full flexibility to suit your schedule.

If your preferred time slot is unavailable, we recommend selecting an alternative time or exploring other nearby properties available on the platform.Alternatively, you’re welcome to share your request with us directly — we’ll do our best to escalate it to the relevant team for further assistance.

Hourly booking allows guests to reserve a room for a few hours within a selected time slot, rather than staying overnight. It’s ideal for short breaks, daytime rest, or transit use.In contrast, an overnight reservation typically covers a full night’s stay — usually from standard check-in (e.g., 3:00 PM) to check-out the next day (e.g., 12:00 PM). Key Differences:Hourly Booking: Flexible durations, pay only for the hours you needOvernight Booking: Fixed overnight stay, usually priced for a full dayHourly bookings are more cost-effective for short stays and allow more control over how long you stay.

At this time, we are only able to process amendments for registered member accounts. If your request pertains to a member account, please contact our Customer Service team and provide the updated contact information you wish to apply.Important:If your account is linked to a social media login (e.g., Facebook, Google, Apple), we regret that amendments cannot be made due to platform limitations and cross-platform integration restrictions.

To remove a booking record from your account, please follow the steps below:Go to the “Orders” tab after logging in.Locate the reservation you wish to remove and swipe left on it.Tap the red bin icon to delete the selected booking.Once removed, the booking will no longer appear in your member account history.

To delete your member account, please follow the steps below:Log in to your account.Navigate to the Settings section.Tap on the “Delete Account” option and follow the on-screen instructions.Note: This feature is currently available on the mobile app only.

Login IssuesIf you're unable to log in, please ensure you are using the same login method that you originally used on our website (Phone Number, Email Address). Password Not Working?As part of a recent security upgrade, your password may no longer meet our new security requirements. If you're confident you're entering the correct password but still can't log in, please click the "Require Help?" button to reach out to our team and provide the following information:Your contact information.The email address you are trying to log in with.Your latest booking ID (if you have one).​Unable to Access BookingIf you’re unable to view your booking after logging in, it’s possible that the reservation was made without logging into your member account. In this case, please use the “Retrieve Booking” feature on our website.If you’re still unable to log in or retrieve your booking, kindly share the following details with us:A brief description of the error displayed on your screenA screen recording of the error (if possible).

If you prefer not to receive marketing or promotional emails from us, you can unsubscribe at any time by following these steps:Open any promotional email from Flow.Scroll to the very bottom of the email.Click on the “Unsubscribe” link located just below:“Copyright 2022® Flow Entertainment. All rights reserved.”Note: If you’d like to continue receiving exclusive offers and the latest updates, we recommend staying subscribed.

Yes, Flow members can hide booking history in the “My Bookings” section to protect privacy. Please note that booking records may still be retained internally for legal, accounting, or support purposes. For guest bookings, no booking history is stored in an account. To view your booking details, please refer to your booking confirmation email. Hidden booking records cannot be permanently deleted from a Flow account. If you wish to request the permanent removal of a booking record, this will be handled as a special service request and may be subject to a service fee. Please note that any associated Flow Points and Stay Hours will also be removed. Please contact support@flowtheroom.com for assistance.

No. Membership renewal dates follow the calendar year (Jan 1–Dec 31) and cannot be extended to include recent bookings.

No, extensions are not allowed.All vouchers must be used before their stated expiry date. Birthday vouchers must be used within your birthday month and cannot be extended beyond that period.

No. You can only use one discount or voucher at a time for every one booking.Birthday discounts and other vouchers cannot be combined.

Yes. Flow member offers are available only when you’re logged in to your account. We recommend staying logged in to enjoy full member benefits.

You can apply the voucher upon checkout. The discount will be applied to the base price only, excluding service charges and taxes, and is applicable across all locations.

Sign up for the Flow membership on the Flow app or website by using your email, mobile number, Apple ID, or Google account. Once registered, you’ll gain instant access to enjoy your corresponding Flow member benefits.

Under Flow Points system, 1,000 Flow Points are equivalent to USD 1, regardless of the booking region. However, the local currency value displayed may vary by region, as shown below:Hong Kong (HK)1,000 Flow Points = USD 1 = HKD 8Malaysia (MY)1,000 Flow Points = USD 1 = MYR 4Singapore (SG)1,000 Flow Points = USD 1 = SGD 1.5 When you earn Flow Points, every 1,000 Flow Points can be redeemed for USD 1 in value, which will be converted and applied in the local currency based on your booking region.

Your membership year follows the calendar year, from January 1 to December 31.

When you join Flow, you automatically become a Silver member, and this tier does not expire. If you upgrade to Gold or Diamond, your tier will remain valid for the rest of the current membership year and the full following membership year.

Yes. Membership upgrades are evaluated based on your current membership year and current tier. If you were a Diamond member in a previous membership year but are currently Gold, upgrading to Diamond again will be considered a valid tier upgrade, and you will receive the corresponding tier upgrade voucher, provided all upgrade requirements are met.

Yes. Membership upgrades are evaluated based on your current membership year and current tier. If you were a Gold member in a previous membership year but are currently Silver, upgrading to Gold again will be considered a valid tier upgrade, and you will receive the corresponding tier upgrade voucher, provided all upgrade requirements are met.

Flow members receive first-booking discounts, exclusive member offers, birthday vouchers, and earn Flow Points that can be redeemed for vouchers, gifts, and exclusive perks.

Flow Rewards is our tier-based membership system. You earn Stay Hours to progress through tiers (Silver, Gold, Diamond), and earn Flow Points from your spending on bookings.Flow Points can be redeemed for vouchers, gifts, and other perks, while higher tiers unlock additional exclusive benefits.View the [Membership Page] to learn more.

All vouchers are valid for three (3) months from the date of issuance and must be used before the expiry date. Extensions are not permitted. Birthday Vouchers are subject to separate validity rules.Birthday Vouchers are issued on the first day of the member’s birthday month and are valid for one (1) month from the date of issuance. If a member updates or saves their date of birth during their birthday month, the Birthday Voucher will be issued immediately and will remain valid for one (1) month from the issuance date, which may extend into the following month.For example, if a member saves their date of birth on 15 January, the Birthday Voucher will expire on 14 February.

No. Stay Hour and Flow Points are non-transferable. They can only be earned and used by the original account holder.

Stay Hours are generally credited only after a stay has been successfully completed. The treatment of Stay Hours depends on the cancellation policy of the booking. For bookings with free cancellation, cancelled reservations or no-shows will not earn any Stay Hours, and no Stay Hours will be deducted in such cases. For non-refundable bookings, Stay Hours will still be credited even if the booking is cancelled or results in a no-show, as the booking is considered completed for Stay Hour calculation purposes.

No. Referrals and Flow Dollar top-ups do not earn Flow Points. Flow Points are awarded only for eligible spending on bookings.

Stay Hours are calculated based on the actual duration of your booking, and the corresponding number of Stay Hours will be automatically added to your account once the stay is completed. The number of Stay Hours is calculated according to the number of hours booked, with a maximum of 8 hours. Stay for part of an hour is counted as a full hour. The exact number of Stay Hours for each booking will be shown on the checkout page before you confirm your reservation.

Silver members don’t need to meet any requirements.To maintain Gold or Diamond, you must reach the required Stay Hours again before the membership year ends, 50 stay hours for Gold and 150 stay hours for Diamond.

Before the Redemption Center goes live, Flow Points will be redeemed through an automatic voucher system. When your completed stay earns enough points to meet a redemption threshold, a voucher will be automatically issued to your account within 3 days after checkout, no action required. Points Required for Flow Milestone Voucher :Silver member 3,200 points → HKD 25 voucher (MYR13 in Malaysia, SG$4 in Singapore)Gold Member 8,000 points → HKD 65 voucher (MYR35 in Malaysia, SG$12 in Singapore)Diamond Member 12,500 points → HKD 110 voucher (MYR55 in Malaysia, SG$20 in Singapore)(Flow Milestone Voucher will be send out based on your new membership tier. No minimum spend.) After the Redemption Center becomes available, members will have full flexibility to choose how to redeem their points, including selecting voucher values, gifts, bonus hours, and special perks directly within the Redemption Center. Stay tuned for more updates as we continue to enhance Flow Rewards.

If you don’t reach the required Stay Hours, your tier will adjusted at the start of the next membership year.Silver members stay the same, while Gold and Diamond may move to a lower tier if the requirement is not met.

To reach Diamond, you need to accumulate 150 Stay Hours during the membership year. Your tier will upgrade automatically once you reach 150 stay hours.

To reach Gold, you need to accumulate 50 Stay Hours during the membership year. Your tier will upgrade automatically once you hit 50 stay hours.

Flow Points are calculated based on the final payable amount after the voucher discount has been applied.

Flow Points can be redeemed for rewards such as booking vouchers, gift items and exclusive member privileges You’ll be able to browse available rewards in the Redemption Center once it launches.

Flow Points is rewards points you earn based on your spending on Flow bookings.Different membership tiers earn points at different rates: Silver: Spend US$1 = 10 Flow PointsGold: Spend US$1 = 30 Flow PointsDiamond: Spend US$1 = 50 Flow Points

Stay Hours are the hours you earn from completed stays on Flow. You accumulate Stay Hours within each membership year to progress to a higher tier. Gold Membership: 50 Stay HoursDiamond Membership: 150 Stay Hours

Flow Points and Stay Hours are credited only for bookings made while you are logged in to your Flow account. They will be credited to your account 3 days after the check-out time of the booking.If the booking was made without logging in, Flow Points and Stay Hours can only be retrieved and credited within 3 days after the stay is completed.

You can view your current Flow Points balance in the “Flow Rewards” or “My Account” section of the Flow app or website.

Flow Points do not expire as long as you make at least one booking within a 12-month period.If there is no booking activity for 12 consecutive months, your Flow Points balance will be removed.

Yes. Stay Hours follow the calendar year (January 1 – December 31). If you join before July 1, your accumulated Stay Hours will expire at the end of this year.If you join on or after July 1, your Stay Hours will remain valid until the end of next year.

Yes. Each membership tier comes with new and enhanced perks under Flow Rewards. Higher tiers enjoy additional benefits such as early booking access, exclusive privileges, and other premium enhancements. Full details will be available once the program launches.

Yes. All existing coupons and rewards will remain valid until their stated expiry date and will continue to appear in your Voucher section.

How Membership Upgrades Are Calculated During MigrationDuring the transition to the new Flow Rewards programme, your membership tier will be calculated using two qualification methods, and the method that benefits you most will be applied automatically. Previous Rewards Points System (2025)Under the previous system, membership upgrades were based on Reward Points earned:Silver → Gold: 100 pointsGold → Diamond: 250 points New Stay Hours System (2026)Under the new system, membership upgrades are based on total Stay Hours:Silver → Gold: 50 Stay HoursGold → Diamond: 150 Stay Hours Your activity before 28 February 2026 will be considered. If you qualify for an upgrade under either system, your tier will be upgraded automatically. Where applicable, an upgrade voucher and any eligible auto-redeem vouchers will be issued to your account. No action is required from you. Flow will ensure you receive the best possible membership outcome during the transition. What happens to your Tier, Points, and HoursYour TierYou will keep your current membership tier during the migration. If you meet the upgrade requirements under the new Flow Rewards rules, your tier will be upgraded automatically. There will be no downgrade during the migration year, even if the upgrade criteria are not met. Your Points and HoursYour existing balances will be carried over during the transition. Flow will use Flow Points or Stay Hours earned between 1 January and 31 December 2025 to determine your membership tier. For more detail, please refer to full migration rules below. Your existing Rewards Points before 28 February 2026 will be migrated to Flow Points. Any points that have already been redeemed under the previous program will be deducted first, and the remaining balance will be carried over. Eligible Stay Hours will continue counting into 2026, including completed stays in February 2026. Any remaining Flow Points and Stay Hours will continue to roll over and accumulate toward future rewards and upgrades. Saving up your Flow Points now means you’ll have even more exciting rewards to choose from when the Redemption Center launches. Stay hour rollover is based on new tier. Silver will have 0 hours to be carried over. Gold meber can carry up to 25 Hours, for hours exceeding 50 hours. Diamond user can carry up to 75 hours, for hours exceeding 150 hours. What If I’m Nearly There?To provide added flexibility during the transition, Flow applies a Grace Rule. Members who reach at least 95% of the required Flow Points or stay hours may still be automatically upgraded, even if they have not fully met the standard upgrade threshold. Grace Rule — Rewards Points System (2025)Under the previous points-based system, upgrades may still be granted at 95% of the required points:Silver → Gold: 95 points (95% of 100 points)Gold → Diamond: 237 points (95% of 250 points) Grace Rule — Stay Hours System (2026)Under the new stay hours system, upgrades may still be granted at 95% of the required stay hours:Silver → Gold: 47 Stay Hours (95% of 50 hours)Gold → Diamond: 142 Stay Hours (95% of 150 hours) No action is required — all grace rule upgrades are applied automatically. What Happens to My Vouchers and BenefitsYour currently issued vouchers will not be affected by the migration. Please remember to check the expiry date on each voucher and use it before it expires. In 2026, Flow will launch a new Redemption Center designed to help you make the most of every stay. Every dollar you spend on Flow will earn points that can be redeemed for exclusive rewards and perks. More details will be shared closer to launch. Before the Redemption Center goes live, Flow Points will be redeemed through an automatic voucher system. When your completed stay earns enough Flow Points to meet a redemption threshold, a voucher will be automatically issued to your account within 3 days after checkout with no action required. Points Required for Flow Milestone Voucher:Silver member 3,200 Flow Points → HKD 25 voucher (MYR13 in Malaysia, SG$4 in Singapore)Gold Member 8,000 Flow Points → HKD 65 voucher (MYR35 in Malaysia, SG$12 in Singapore)Diamond Member 12,500 Flow Points → HKD 110 voucher (MYR55 in Malaysia, SG$20 in Singapore)(Flow Milestone Voucher will be send out based on your new membership tier. No minimum spend.) Voucher Region and Currency RulesDuring the migration period, voucher currency and point requirements will be determined by the last selected region in the member’s account settings. After migration, voucher currency and region will be determined by the region of the booking that causes the member to earn enough points to redeem a voucher. This ensures fair treatment for members who book across different regions. Full Migration RulesStep 1. Determine Your New Membership TierYour new tier is determined based on your current Reward Points or total Stay Hours in 2025, whichever gives the better outcome.If you qualify for a tier upgrade at this stage, an upgrade voucher will be issued. Step 2: Convert Reward Points to Flow PointsRemaining Reward Points (after deducting previously redeemed points in multiples of 50) are converted into Flow Points based on your old membership tier.Only bookings completed on or before 28 February 2026 are included. If your Flow Points balance meets the required threshold, a Flow Milestone Voucher will be issued based on your new membership tier. Step 3. Rollover Stay HoursEligible Stay Hours are rolled over according to your new membership tier.These rolled-over hours become your starting Stay Hours balance for 2026. Step 4. Add 2026 Stay HoursAll Stay Hours from bookings completed before 28 February 2026 are added to your account.This results in your final Stay Hours balance after migration.If you become eligible for a tier upgrade during this step, an additional upgrade voucher will be issued.

Rollover points are calculated based on your old membership tier under the previous Rewards Points system. All Reward Points accumulated on or before 28 February 2026 will be included in the calculation.Reward Points that have already been redeemed will be deducted first (in multiples of 50 points).The remaining Reward Points will then be converted into Flow Points using the conversion rate of your old tier: Silver Members:1 Reward Point = 80 Flow Points Gold Members:1 Reward Point = 200 Flow Points Diamond Members:1 Reward Point = 330 Flow Points Converted Flow Points will remain in your account and can be used for future reward redemptions in accordance with the Flow Rewards program.

Stay hour rollover is calculated based on your new membership tier after migration. First, the system reviews your total stay hours accumulated in 2025 and applies the rollover cap according to your new tier: Silver Members: Stay hours are not eligible for rollover. Gold Members: For stay hours exceeding 50 hours, up to 25 hours may be carried over. Diamond Members: For stay hours exceeding 150 hours, up to 75 hours may be carried over. The eligible rollover hours will become your starting stay hours for 2026. After that, all stay hours from bookings completed on or before 28 February 2026 will be added on top of the rolled-over hours. The combined total will be reflected as your latest stay hour status, which may be used for further tier upgrades if applicable.

Full Migration RulesStep 1. Determine Your New Membership TierYour new tier is determined based on your current Reward Points or total Stay Hours in 2025, whichever gives the better outcome.If you qualify for a tier upgrade at this stage, an upgrade voucher will be issued. Step 2: Convert Reward Points to Flow PointsRemaining Reward Points (after deducting previously redeemed points in multiples of 50) are converted into Flow Points based on your old membership tier.Only bookings completed on or before 28 February 2026 are included. If your Flow Points balance meets the required threshold, a Flow Milestone Voucher will be issued based on your new membership tier. Step 3. Rollover Stay HoursEligible Stay Hours are rolled over according to your new membership tier.These rolled-over hours become your starting Stay Hours balance for 2026. Step 4. Add 2026 Stay HoursAll Stay Hours from bookings completed on or before 28 February 2026 are added to your account.This results in your final Stay Hours balance after migration.If you become eligible for a tier upgrade during this step, an additional upgrade voucher will be issued.

To provide added flexibility during the transition, Flow applies a Grace Rule. Members who reach at least 95% of the required points or stay hours may still be automatically upgraded, even if they have not fully met the standard upgrade threshold. Grace Rule — Rewards Points SystemUnder the previous points-based system, upgrades may still be granted at 95% of the required points:Silver → Gold: 95 points (95% of 100 points)Gold → Diamond: 237 points (95% of 250 points) Grace Rule — Stay Hours SystemUnder the new stay hours system, upgrades may still be granted at 95% of the required stay hours:Silver → Gold: 47 Stay Hours (95% of 50 hours)Gold → Diamond: 142 Stay Hours (95% of 150 hours) No action is required — all grace rule upgrades are applied automatically.

Your current membership tier will be carried over to the new Flow Rewards system. There will be no downgrades during the transition period for any member.

No. Your current tier will not be downgraded during the transition period. In addition, members who have reached 95% of the required hours or points will be upgraded to the higher tier whenever possible under the new system.

No. All eligible membership data, including tiers, points, and rewards, will be safely migrated to the new Flow Rewards system. No earned benefits will be lost during the transition.

Yes. Your existing Reward Points will be automatically converted into Flow Points when the new membership system begins. Previously redeemed Reward Points will be deducted first, calculated in multiples of 50 points. Any remaining Reward Points will then be converted into Flow Points based on your membership tier at the time of migration. Conversion ratesSilver: 1 Reward Point = 80 Flow PointsGold: 1 Reward Point = 200 Flow PointsDiamond: 1 Reward Point = 330 Flow Points ExamplesSilver member with 90 Reward Points90 − 50 (redeemed) = 40 Reward Points40 × 80 = 3,200 Flow Points Gold member with 10 Reward Points10 × 200 = 2,000 Flow Points Your converted Flow Points will automatically appear in your Flow Points balance once the migration is completed.