BLUSERENA “STAY” LOYALTY PROGRAM TERMS & CONDITIONS
The Bluserena “Stay” Loyalty Program (hereinafter the “Program”) is promoted by Bluserena S.p.A. Unipersonale and allows registered customers (the “Members”) to access exclusive benefits and advantages.
These terms supplement the Bluserena General Stay Conditions.
- ARTICLE 1 – PROGRAM ENROLLMENT
- ARTICLE 2 – PROGRAM MECHANISM
- PINS
- ARTICLE 3 – PARTICIPANTS
- ARTICLE 4 – PIN ACCUMULATION
- PIN CONVERSION
- EXCLUSIONS
- ARTICLE 5 – PIN USAGE
- ARTICLE 6 – PIN VALIDITY AND REWARDS
- ARTICLE 7 – TIERS
- STAY FOR LIFE TIER
- ARTICLE 8 – BENEFITS
- ARTICLE 9 – SUSPENSION
- ARTICLE 10 – AMENDMENTS
- ARTICLE 11 – PRIVACY
- ARTICLE 12 – WELCOME BONUS
- ARTICLE 13 – CONVERSION FROM THE PREVIOUS LOYALTY PROGRAM
- ARTICLE 14 – TERMINATION
- ARTICLE 15 – APPLICABLE LAW
- ARTICLE 16 – CONTACTS AND SUPPORT
ARTICLE 1 – PROGRAM ENROLLMENT
Participation is free of charge and occurs upon registration to the Bluserena App. Each Member may hold only one account.
ARTICLE 2 – PROGRAM MECHANISM
The Program is based on:
– Pins (loyalty points)
– Tiers
PINS:
– are credited at the end of the stay
– have no monetary value
– cannot be transferred between Members, unless otherwise provided by the Program
– cannot be converted into cash or other values
– are valid for 3 years
The Tier is determined on a rolling 12-month basis.
ARTICLE 3 – PARTICIPANTS
The Program is reserved for individuals of legal age.
Pins and Tiers are assigned to the booking holder, including bookings involving multiple rooms.
ARTICLE 4 – PIN ACCUMULATION
– Pins are assigned exclusively to Members enrolled in the Program before or during their stay.
– No retroactive recognition of Pins is provided for registrations completed after check-out.
– Eligible bookings include reservations made through the official website www.bluserena.it, directly by the customer, through travel agencies or via the Bluserena telephone booking service.
– Pins are credited at the end of the stay based on the amount spent on eligible services and according to the Member’s Tier.
– For Pins to be correctly assigned, the Member must use the same email address during booking, App registration and any communication during check-in. In the absence of matching data, Bluserena does not guarantee correct Pin allocation.
– Bluserena shall not be held responsible for missing or incorrect Pin credits resulting from incomplete or incorrect data provided by the Member or from booking system discrepancies not attributable to Bluserena.
PIN CONVERSION
Pins are awarded proportionally to the amount spent on eligible stays and vary according to the Member’s Tier.
For bookings made directly with Bluserena, Members earn:
– 10 Pins per euro spent for Silver and Gold tiers
– 13 Pins per euro spent for Diamond tier
– 15 Pins per euro spent for Titanium tier
For bookings made through travel agencies, Members earn:
– 7 Pins per euro spent for Silver and Gold tiers
– 9 Pins per euro spent for Diamond tier
– 11 Pins per euro spent for Titanium tier
Pins are assigned based on the Tier held by the Member at the time of the stay.
Bluserena reserves the right to modify conversion criteria and Pin assignment methods over time. Any changes will be communicated to Members before becoming effective through official Bluserena channels.
EXCLUSIONS
Pins are awarded exclusively on expenses relating to stay services actually paid for and used.
The following do not qualify for Pin accumulation:
– taxes, duties and mandatory contributions
– cancellation penalties
– refunded or unpaid amounts
– amounts paid through vouchers, credits, compensations or complimentary services
– services not included in the stay reservation
– additional expenses incurred during the stay, even if charged to the booking account
– bookings made through tour operators, organized groups or other channels not managed through Bluserena booking systems
– bookings made through travel agencies intermediated by third parties or included in packages or allotments
In the event of total or partial cancellation of the stay, Pins may not be assigned or may subsequently be reduced or cancelled.
Bluserena reserves the right to correct any errors in Pin allocation.
PIN CORRECTION
Any requests for verification or correction relating to Pin allocation must be submitted within 12 months from the credit date.
After this period, Pins shall be considered definitively accepted and may no longer be modified.
ARTICLE 5 – PIN USAGE
Pins may be used to obtain benefits and services available in the Bluserena App according to the methods indicated therein, which may include limitations, availability and specific conditions of use. Pins and related benefits have no monetary value, cannot be converted into cash and do not entitle Members to any refund. In the event Pins are used for charitable purposes, the Member may choose to allocate Pins to initiatives or projects identified by Bluserena according to transparency and social relevance criteria. In such cases, Pins will be converted by Bluserena into a financial contribution in favor of the selected organizations or projects. Members acquire no rights against beneficiary entities. Once confirmed, the operation is voluntary, final and irrevocable, and the Pins used cannot be recredited or converted into cash or alternative rewards, except in the event of technical malfunctions attributable to the Company.
ARTICLE 6 – PIN VALIDITY AND REWARDS
Pins are valid for 3 years from the date of credit.
Pins may be used to access prizes, experiences and services (“Rewards”) available in the Bluserena App. Rewards are subject to availability and may vary depending on the period, property and Member Tier. The methods of use, any limitations and the specific conditions relating to individual Rewards are indicated within the Bluserena App. Some Rewards may consist of credits usable during the stay, loaded onto the Member’s room account and usable exclusively for services and purchases within Bluserena properties. Rewards, including any credits, are non-transferable, non-convertible into cash and do not entitle Members to refunds. Bluserena reserves the right to modify, replace or remove available Rewards, notifying Members through official channels.
ARTICLE 7 – TIERS
The Program includes different membership Tiers: Silver, Gold, Diamond, Titanium and Stay for Life.
Tiers are determined based on the number of nights stayed or the total amount spent during the reference period.
The current Tiers are:
• Silver: access to the Program
• Gold: upon reaching at least 10 nights or €2,500 in spending
• Diamond: upon reaching at least 25 nights or €5,000 in spending
• Titanium: upon reaching at least 40 nights or €10,000 in spending
A Tier may be achieved upon meeting either of the indicated conditions (nights or spending). For Tier calculation purposes, only stays completed starting from the 2026 summer season will be considered; however, Pin accumulation follows the general Program rules. Higher Tiers provide access to increasing benefits and higher Pin accumulation rates. The Tier is determined on a rolling 12-month basis. Once achieved, a Tier is maintained for 24 months. Members may access a higher Tier at any time upon meeting the relevant requirements. At the end of the validity period, the Tier may be confirmed, upgraded or downgraded according to the requirements achieved during the reference period. A special Tier called “Stay for Life” is also available for Members who maintain the highest Program Tier (currently Titanium) continuously for 10 years. During the launch phase of the Program or within specific initiatives, Bluserena also reserves the right to grant access to the “Stay for Life” Tier to Members who achieved equivalent loyalty requirements under previous loyalty programs. Bluserena reserves the right to verify compliance with requirements and to suspend, modify or revoke Tiers in cases of improper use of the Program or structural changes to the Program itself.
STAY FOR LIFE TIER
Members who meet the requirements established by Bluserena for access to the “Stay for Life” Tier, including uninterrupted maintenance of the highest Program Tier for a continuous period of 10 years, may access the special “Stay for Life” Tier. The “Stay for Life” Tier allows Members to permanently retain the benefits associated with the highest Tier, currently Titanium, according to the conditions defined by Bluserena. The general provisions relating to Tiers under Article 7 remain applicable where compatible.
ARTICLE 8 – BENEFITS
Benefits, available on www.bluserena.it, are subject to availability, are non-transferable and non-convertible into cash, and may be modified over time by Bluserena. Any discounts associated with Tiers represent minimum guaranteed conditions and cannot be combined with other ongoing promotions or offers, including, by way of example, “Bouquet Formula” offers, with the most favorable condition for the customer applying alternatively. Benefits associated with Tiers apply exclusively to bookings made and stays completed after achieving the relevant Tier and do not apply to previous bookings or stays. Some benefits may be subject to limitations, conditions of use or variable availability depending on the period, property or other operational factors.
ARTICLE 9 – SUSPENSION
Bluserena may suspend or revoke accounts in cases of improper use or fraud.
ARTICLE 10 – AMENDMENTS
Bluserena reserves the right to modify, suspend or terminate the Program, upon prior notice to Members before such changes take effect, without prejudice to Members retaining rights already acquired.
ARTICLE 11 – PRIVACY
Data is processed in accordance with the Bluserena Privacy Policy available at www.bluserena.it/privacy-policy/.
ARTICLE 12 – WELCOME BONUS
A welcome bonus is provided and assigned only once upon enrollment in the Program. Its value is determined by Bluserena and communicated through official channels.
ARTICLE 13 – CONVERSION FROM THE PREVIOUS LOYALTY PROGRAM
Customers previously enrolled in the “Club Bluserena Più” program will be automatically included in the Bluserena “Stay” Loyalty Program.
At the launch of the Program, Tiers from the previous “Club Bluserena Più” program will be converted into the new Tiers according to equivalence criteria based on Member value and activity.
Specifically:
• Members belonging to Welcome levels will be assigned to the entry levels of the new Program
• Members belonging to Silver and Golden levels will be assigned to the Gold Tier
• Members belonging to Platinum, Platinum+ and Diamond levels will be assigned to the Diamond Tier
• Members who have continuously maintained the Diamond level for at least 10 years and completed at least one stay per year will be assigned to the special “Stay for Life” Tier upon conversion
Members will retain the assigned Tier for two years, without immediate downgrade upon conversion. The qualification rules provided under this Program will apply starting from the first evaluation cycle following the Program launch. Any initiatives or programs dedicated to specific customer segments, separate from the “Club Bluserena Più” loyalty program, will be managed separately according to conditions defined by Bluserena. Bluserena reserves the right to define conversion methods in detail. Customers previously enrolled in the “Club Exclusive” program, separate from the “Club Bluserena Più” program, will be assigned to the Titanium Tier. Members will retain the assigned Tier for a period of 24 months, without immediate downgrade upon conversion. Qualification rules under this Program will apply starting from the first evaluation cycle following launch. Members coming from the “Club Bluserena Più” program may also receive, during the first year following Program launch, a Pin bonus according to criteria and methods defined by Bluserena. Methods of assignment, any bonus amount and conditions of use will be communicated through official Bluserena channels.
ARTICLE 14 – TERMINATION
In the event of cancellation of the Loyalty profile, Pins and Tiers will be cancelled.
ARTICLE 15 – APPLICABLE LAW
These regulations are governed by Italian law.
ARTICLE 16 – CONTACTS AND SUPPORT
For any requests for information, reports or issues relating to the Program, Members may contact Bluserena through the contact form available on the official website www.bluserena.it, via email at accountloyalty@bluserena.it or by phone at 085.83692019.
Bluserena reserves the right to define and update support procedures and contact channels over time, notifying Members through official channels.