Flow Rewards Program

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 Hours Diamond Membership: 150 Stay Hours

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.

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.

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

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

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

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

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.

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.

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.

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.

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.

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.

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.

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

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. Flow 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.) After the Redemption Center becomes available, members will have full flexibility to choose how to redeem their Flow 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.

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.

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

Full Migration Rules Step 1. Determine Your New Membership Tier Your 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 Points Remaining 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 Hours Eligible 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 Hours All 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.

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.

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

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.

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.

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 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.

You will see your updated tier in the app once the new Flow Rewards system launches. Your tier will be shown automatically once the migration is complete.

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 rates Silver: 1 Reward Point = 80 Flow Points Gold: 1 Reward Point = 200 Flow Points Diamond: 1 Reward Point = 330 Flow Points Examples Silver member with 90 Reward Points 90 − 50 (redeemed) = 40 Reward Points 40 × 80 = 3,200 Flow Points Gold member with 10 Reward Points 10 × 200 = 2,000 Flow Points Your converted Flow Points will automatically appear in your Flow Points balance once the migration is completed.

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.

How Membership Upgrades Are Calculated During Migration During 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 Under the previous system, membership upgrades were based on Reward Points earned: Silver → Gold: 100 points Gold → Diamond: 250 points New Stay Hours System Under the new system, membership upgrades are based on total Stay Hours: Silver → Gold: 50 Stay Hours Gold → 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 Hours Your Tier You 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 Hours Your existing balances will be carried over during the transition. Flow will use the 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 points and Stay Hours will continue to roll over and accumulate toward future rewards and upgrades. Saving up your 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 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 Benefits Your 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 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 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.) Voucher Region and Currency Rules During 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 Rules Step 1. Determine Your New Membership Tier Your 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 Points Remaining 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 Hours Eligible 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 Hours All 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.

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.