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The Know: Terms & Conditions

Virgin Hotels The Know Program Terms & Conditions

Effective Date: July 23, 2026

Welcome to Virginhotels.com!

By participating in the Virgin Hotels The Know loyalty program (“The Know”), you agree to the Virgin Hotels Terms of Service, available at https://virginhotels.com/terms-conditions/ as updated from time to time. at  (“Service Terms”) and these The Know Terms & Conditions, as updated from time to time (“Loyalty Terms”) below, Capitalized terms used but not defined herein have the meanings assigned to them in the Service Terms.

These Loyalty Terms govern your membership in The Know , which is owned and operated by Virgin Hotels, LLC (“Virgin Hotels,” “we,” “us,” or “our”).

  1. Consent to Terms BY REGISTERING FOR AN ACCOUNT, BY USING YOUR ASSIGNED MEMBER NUMBER, AND/OR BY ACCESSING, ENJOYING OR REDEEMING BENEFITS OF THE KNOW (INCLUDING PRIVILEGES, AS DEFINED BELOW), YOU EXPRESSLY ACKNOWLEDGE AND AGREE THAT: (I) YOU HAVE READ AND ACCEPT THESE LOYALTY TERMS AND THE SERVICE TERMS, AND

 

(II) YOU CONSENT TO THE COLLECTION, USE, DISCLOSURE AND OTHER PROCESSING OF YOUR PERSONAL DATA BY VIRGIN HOTELS AND AUTHORIZED SERVICE PROVIDERS RELATING TO MEMBERSHIP AND PARTICIPATION IN THE KNOW PROGRAM IN ACCORDANCE WITH THE VIRGIN HOTELS’ PRIVACY POLICY (AVAILABLE AT VIRGINHOTELS.COM/PRIVACY-POLICY/). (the “Privacy Policy”) IT IS YOUR RESPONSIBILITY TO READ AND UNDERSTAND THESE LOYALTY TERMS, THE SERVICE TERMS AND THE PRIVACY POLICY. IF YOU DO NOT AGREE TO BE BOUND BY ALL OF THEM, THEN DO NOT PARTICIPATE IN THE KNOW.

  1. Eligibility; Membership
    1. Eligibility Criteria.
      1. In order to participate in The Know, you must be an individual and at least twenty-one (21) years of age (or the age of majority at your place of residence, if higher).
      2. You must at all times provide valid, accurate and current personal information.
      3. You may only have one membership, and joint accounts are not permitted.
      4. You are not eligible to participate in The Know if your use of Privileges (in whole or in part) has previously been revoked or terminated.
    2. Ineligibility. If we determine that you do not meet any of the above eligibility criteria, in our sole discretion, we may deny, revoke or terminate your membership, and you will immediately forfeit all Privileges.
    3. Membership. Once you register for an Account (as described in the Service Terms) and receive a membership number from us, provided you meet all eligibility criteria, you will become a member of The Know (a “Member”), eligible to access, enjoy and redeem Privileges.
  1. Privileges
    1. In General.
      1. The benefits, privileges and rewards of membership and participation in The Know (“Privileges”) include those described in these Loyalty Terms and at virginhotels.com/the-know as updated from time to time.
      2. Unless otherwise specified, Privileges are only available for access, enjoyment and redemption by active Members and for qualifying stays with participating properties, where the reservation is made directly with Virgin Hotels (for example, through our website or mobile application or by phone) and not through third-party websites or online travel agencies (OTAs), such as Expedia, Booking.com, and others.
      3. Only the Member whose name first appears on the room reservation is eligible to access, enjoy and redeem Privileges, and only one Member per room, per stay may receive Privileges.
      4. Some Privileges may be subject to certain additional requirements, conditions or restrictions. For example, “Contactless Stay” requires use of our mobile application and any terms and conditions applicable to its use, and access to The Spirit Hour and certain other events and facilities are limited to guests 21 years of age and older (valid ID required). Any special offers are “Promotions” under the Service Terms.    
      5. All Privileges are subject to availability, are void where prohibited by law, and are non-transferable.
      6. Any and all tax liability in connection with membership or participation in The Know, or access to or enjoyment or redemption of Privileges, is the sole responsibility of Member.
    2. Member-Only Rates.
      1. Where rates are advertised or identified as “best” or “member-only” (“Member-Only Rates”), such rates offer a discount of at least two percent (2%), and up to five percent (5%), off the lowest applicable available public rate provided directly by Virgin Hotels on the virginhotels.com website for the applicable room type and are subject to availability.
      2. Member-Only Rates can only be accessed through the virginhotels.com website while you are logged in to The Know . Member-Only Rates cannot be applied  retroactively to existing reservations. Member-Only Rates do not apply to groups of ten (10) or more guest rooms (e.g., booked for the same dates) and may not be combined with other offers, promotions or discounts.
    3. Changes to Privileges. Virgin Hotels reserves the right, at any time in its sole discretion, (i) to modify the Privileges, as further outlined in Section 5 below, and/or (ii) to offer any Privileges to non-Members or through separate loyalty programs or promotions.
    4. Third-Party Providers. Virgin Hotels may engage third parties to provide certain Privileges or services. VIRGIN HOTELS IS NOT RESPONSIBLE, AND ASSUMES NO LIABILITY FOR, THE GOODS AND SERVICES PROVIDED BY THIRD PARTIES (including any changes to or discontinuances of such third-party goods or services).
  1. Processing of Member Information
    1. Use of Member Information. A Member provides to Virgin Hotels certain information when completing the sign-up process for The Know and redeeming any Privileges, and this information is collected, used, disclosed, and otherwise processed in accordance with the Privacy Policy[HK1] . By enrolling as a Member, you acknowledge that Virgin Hotels will collect, use, disclose, and otherwise process your personal information as described in these Loyalty Terms, the Privacy Policy, and the Service Terms.

Use of Member information to communicate relevant information is important to administering The Know and providing each Member with the opportunity to maximize the benefits of membership.

    1. Disclosure of Member Information. The Know will disclose Member information to: (i) authorized vendors or third-party service providers assisting us in the operation, management, improvement, research and analysis of The Know, such as booking engines, property management, point-of-sale, reservations, (ii) marketing companies, and (iii) other third parties, partners, and providers in accordance with our Privacy Policy. Member information will, in each case, be disclosed for one or more of the following purposes:
      1. to better service the Member and the Member’s preferences by keeping the Member informed of account status and activities through printed or electronic statements;
      2. to assess a Member’s entitlement to benefits;
      3. to collect and process Member charges incurred at Virgin Hotels properties;
      4. to offer a Member additional Virgin Hotels products and services;
      5. to send periodic satisfaction or market research surveys;
      6. to offer a Member products or services from select reputable companies with whom The Know has a strategic relationship because The Know believes their offerings will be of interest to the Member; and/or
      7. for any purpose as further described in our Privacy Policy.

A Member may receive such offers as described above via email in accordance with the Member’s consent. In choosing to become a Member of The Know, you consent to the disclosure of your information as outlined above. You have the opportunity to modify how we use and disclose your information, to modify your marketing choices, and to exercise privacy rights where applicable in accordance with the Privacy Policy.

  1. Termination; Changes to Program or Loyalty Terms
    1. Termination of Program. We reserve the right, in our sole discretion, to terminate The Know at any time, with or without reason. If The Know is terminated, we have no obligation to offer a replacement program. We will endeavor to honor any Privileges confirmed in connection with a booking made prior to termination of The Know. Nothing will grant, or give rise to, any claims for reimbursement, substitution or exchange of other services.
    2. Termination of Membership. You may cancel your membership in The Know at any time by contacting us at theknow@virginhotels.com. We reserve the right, in our sole discretion, to terminate (effective immediately) your membership in The Know for any reason or no reason, including any actual or alleged misuse of such membership or the program or for any actual or alleged violation of any portion of the Service Terms or these Loyalty Terms. Misuse may, for example, consist of unruly or disrespectful behavior towards Virgin Hotels or any of its personnel, or any third party in connection with the Privileges or a hotel stay, fraudulent claims, any criminal acts or acts that are generally regarded as immoral or unethical, failure to pay any bill when due to Virgin Hotels or a participating property, or if there are reasonable grounds for suspecting fraud, theft or dishonesty in connection with your membership, as determined in Virgin Hotels in our sole discretion. The foregoing is not intended to limit our Hotels’ remedies; we may also take any appropriate legal or administrative action in its sole discretion.
    3. Effect of Termination. Upon any termination of The Know, or your membership or participation, except as otherwise explicitly stated in these Loyalty Terms, all Privileges unredeemed as of such date shall be forfeited and cancelled without remuneration or any further obligation or liability, and no Privilege claims will be honored thereafter.
    4. Changes to Loyalty Terms. We reserve the right to modify the Loyalty Terms or other applicable terms or conditions at any time, without notice. The current version of these Loyalty Terms are available at virginhotels.com/the-know. Please ensure that you check these Loyalty Terms regularly to view any updates. Your continued membership or participation in The Know after these Loyalty Terms have changed constitutes your acceptance of such changes. If you do not agree to any revised Loyalty Terms, you should discontinue your participation in The Know.
    5. Changes to Program Details. We reserve the right to add, delete or otherwise change any of the rules, procedures, conditions, requirements, Privileges, and other aspects of The Know in our sole discretion, even if such changes may affect the value of Privileges already accumulated.
  1. Virgin Red
    1. Virgin Red Program. Members may be eligible to participate in the Virgin Red membership and rewards program (“Virgin Red Program”) operated by Virgin Red Limited (“Virgin Red”). The Virgin Red Program is a third-party Loyalty Program (as defined in the Service Terms), and Virgin Red is an unaffiliated third-party provider. Enrollment and participation in the Virgin Red Program is governed by the terms and conditions established by Virgin Red from time to time (“Virgin Red Terms”). If you become a member of and participate in the Virgin Red Program, your relationships and transactions in connection therewith are between you and Virgin Red and we assume no responsibility with respect to your participation in the Virgin Red Program.
    2. Virgin Red Contact. If you have any questions, comments or complaints regarding the Virgin Red Program, earning and redeeming Virgin Points, Virgin Points or the Virgin Red Terms, please contact Virgin Red directly at membersupport@ virgin.com or at Virgin Red Support, Virgin Red Limited, , Whitfield Studios 50A Charlotte Street London, W1 T2NS 66 United Kingdom.
  1. Virgin Hotels Contact If you have any questions, comments or complaints regarding The Know or these Loyalty Terms, please contact us at theknow@virginhotels.com or at Virgin Hotels, LLC, 3390 Mary Street, Suite 218, Miami, FL 33133, Attention:  Marketing Department,.

 

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