There are a few reasons why your rewards are missing or not showing in your account.
These are as follows:

• It is possible that you have multiple accounts and are logged into the incorrect one. Please log out and log back in using the email address to which we sent the rewards email to.
• It is possible that you did not activate your account within the allowed 60 days, and therefore the rewards have been forfeited.
• It is possible that your rewards expired due to inactivity in your account. Your account must remain active and can be kept active by logging in once a year.

If none of these apply to you, please contact us so that we may investigate it further.

Cash Rewards can be viewed in your Guestbook dashboard. You’ll need to log in to your account to view this.

We partner with GlobalGiving.org to provide our members with a vast choice of charities. GlobalGiving connects nonprofits, donors, and companies in nearly every country around the world. They help local nonprofits access the funding, tools, training, and support they need to become more effective.

In most cases, rewards are available to you within minutes of processing your order. Some redemptions may require a review, which is normally completed within 1 business day.

Other reasons:

• There may be slight delay due to your email provider.
• If you did not receive an email from us, please check your spam or junk folder.
• Some options, such as PayPal or MasterCard, will require you to accept the funds and create an account with the provider – if you don’t already have one.
• Orders for plastic cards take 7-10 business days, not including US holidays.

Please contact us if you didn’t receive your funds or gift card, and none of the above apply.

Rewards may be redeemed once you’ve completed your stay and it has been validated with the hotel. This is usually within 7 business days but can take longer in rare cases. You will be notified via email once your rewards are available.

Redemptions via PayPal are available in the below currencies.

Please note that your Guestbook account must be set to the currency you wish to receive funds in. If not, the funds will be sent according to the currency set in the account and converted by PayPal, at their designated rate of exchange. Funds cannot be returned once accepted.

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Please note that your Guestbook account must be set to the currency you wish to receive funds in. If not, the funds will be sent according to the currency set in the account and converted by PayPal, at their designated rate of exchange. Funds cannot be returned once accepted.

If this is your first time redeeming your rewards to your PayPal account, you will need to “claim” the funds via an email sent from PayPal. The email will have a blue button with the words “Claim Your Money”. The funds should be deposited to your account once you’ve completed this step.

Some gift card orders require additional review by one of our team members. These orders will show a status of PROCESSED.

Please allow up to 1 business day for the order to be reviewed and released. If it has been more than 1 business day, and you still have not received your reward, please email us at contact@theguestbook.com so that we may investigate.

Yes, absolutely. The Guestbook utilizes third party vendors, such as PayPal, to transfer reward redemptions to international members in their selected currency. These vendors handle all necessary legal requirements and conversion tasks, and the associated fees are paid by The Guestbook, so you always get your rewards redemption. Redemption options are available in 25 currencies and 193 countries.

Please note some options may not be available in all currencies or countries.

This is a virtual card that will be sent to the email address specified and which can be used for online or phone purchases worldwide, wherever MasterCard is accepted. The card will be sent via our partner, My Digital Wallet, and serviced directly by their customer service. You will be required to create a My Digital Wallet account to claim and use your virtual card.

Please note that cards are non-cancellable / non-returnable once the order has been processed, that the token expires in 3 months from the date it was issued, that the card expires in 6 months from the date of activation, and that fees such as a plastic card issuance, re-activation or foreign exchange/usage may apply.

Rewards are calculated on the final total of your room charges, excluding taxes, fees and incidentals. 5% of this total is rewarded in Cash Back and 15% in Cash Forward.
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Note: Cash Forward is associated with its underlying cash back redemption value, if any. Any redemption of one reduces the other on a proportional basis.

Your cash rewards do not expire if you confirm your account within 60 days after completing your first stay and then keep an active account – which is very easy to do. Simply log into your account at least once each calendar year.

Unfortunately, all orders are final and cannot be returned or cancelled. In addition, MasterCard cards are non-cancellable / non-returnable once the order has been processed, have a token that expires 3 months from the date it was issued, have an expiration date 6 months from the date of activation, and may incur fees such as a plastic card issuance, re-activation or foreign exchange/usage fee.

As much as we would like to be able to, unfortunately no. We do however partner with GlobalGIving.org to be able to a wide variety of charities for our members to choose from. If you are part of an organization and would like to be featured on their site, you may apply by clicking here.

While we appreciate your participation in our program, our program is designed to be for guests who book directly with the hotel and utilize the reservation. A reservation will also only be eligible for the cash back benefit if the guest email address is on the reservation and the guest occupies one of the rooms during the stay.