FAQ

JOINING HOYTS REWARDS

Why should I join Hoyts Rewards?

Hoyts Rewards is the best way to get rewarded for going to the movies. As a Hoyts Rewards member, you will receive:

- One FREE general admission ticket when you activate your membership online
- Points for your eligible purchases to redeem for free tickets, popcorn, choc tops and soft drinks
- $10 tickets to a nominated Hoyts Rewards ‘Movie of the Week’
- Member-only discounts, competitions, invitations and priority ticket access for selected blockbusters
- Exclusive web features: rate films, check your points balance and build a wish list of movies you want to see
- Link to Facebook to share with friends ratings and organise Facebook events to the movies you want to see

How do I join Hoyts Rewards?

To join Hoyts Rewards, you must purchase a Welcome Pack at your local Hoyts cinema or join online now by clicking here.

Can I join Hoyts Rewards online?

Yes, Click here to join now.

Do I have to pay to join Hoyts Rewards?

Yes. Membership costs $10.00 per annum and must be renewed. When you renew your membership, you will receive another general admission ticket.

Can anyone join Hoyts Rewards?

To join Hoyts Rewards you must have a valid Australian or New Zealand address, a valid e-mail address and be 14 years of age or older.

I've already joined the Hoyts Insider and get a weekly e-newsletter. Is this the same as Hoyts Rewards?

No. Hoyts Rewards is our premium loyalty program. It is entirely separate to the Hoyts Insider and has a greater range of features and benefits.

Can I be a member of Hoyts Rewards and the Hoyts Insider at the same time?

No. If you are a Hoyts Insider member and upgrade to Hoyts Rewards, we will transfer you from the Hoyts Insider into Hoyts Rewards .

ACTIVATION AND MEMBERSHIP

How do I activate my Hoyts Rewards account?

Follow the instructions on the inside right page of your Welcome Pack or the prompts when joining online.

What is my username?

Your username is the name you provided in the field username when you activated your membership online. It is not your membership number.

You can register up to five Hoyts Rewards accounts against the same email address so long as the username and passwords are unique.

What happens if I forget my password or username?

If you forget your password or username, please click ‘forgotten password or username?’ link below the login box on the right hand side of the website. Follow the instructions and your password and username will be emailed to your registered email address.

Do I have to renew my membership?

Yes. Your membership lasts for 12 months and must be renewed. When you renew your membership, you will receive another general admission ticket valid for six months.

How do I change my activation details?

You can amend your membership details by clicking on 'Edit your details' in Hoyts Rewards section of the website.

MEMBERSHIP RENEWAL

How do I renew my membership?

You can renew in cinema, or online for $10.00.

How far from my expiration date can I renew?

You may renewal your membership within 30 days of expiration.  We will send you alert emails to remind you that your membership is up for renewal.  An alert is also placed in your account, and our staff will remind you when you visit our cinemas. 

What do I get for renewing my membership?

When you renew your membership, you will receive another free ticket which is valid for six months. 

You will also keep all of your unexpired Hoyts Rewards points and any other offers or bonuses that are still active. 

Finally, if you renew 14-30 days before your expiration date, we’ll give you 100 bonus Hoyts Rewards points.

My membership has already expired.  Can I still renew it?

Yes.  You can still renew your existing membership even after it has expired and you don’t require a new card. 

When you renew your membership, you will receive another free ticket valid for six months.  You will also keep all of your unexpired Hoyts Rewards points and any other offers or bonuses that are still active. 

FREE SIGN-UP TICKET

How do I get my free sign-up ticket?

Your free sign-up ticket to a general admission session is included as a Bonus and is given to you upon activation of your account online and when you renew your membership. It is not emailed or mailed to you. It may not appear as soon as you activate your card  or join online because it takes a few minutes for our system to register your activation or renewal and then allocate it to your membership. Logging out and then back in can trigger this too.

How do I redeem my free sign-up ticket?

Use your free ticket by presenting your Hoyts Rewards card in cinema. When buying online, log in and select ‘HR REWARDS FREE’ as your Type of Ticket.

What can I use my free sign-up or renewal ticket for?

The free sign-up ticket is redeemable for one general admission seat to any movie session including Bean Bag cinema and Xtremescreen. The free sign up or renewal ticket may not be used for premieres, special or group events or for any screenings in Hoyts IMAX ®, La Premiere, Directors Suite, or 3D.

I'm having difficulty redeeming my free ticket online. What can I do?

Please ensure you are logged into your Hoyts Rewards account before trying to redeem your free ticket.

When you get to Step 2 of the online ticket process (the step called Your Order) you may see the text “Not available for redeeming” in the Points Required column. This is because you do not need points to redeem your free ticket. Simply click ‘Next’ to proceed and complete the process.

How long do I have to use my free sign-up or renewal ticket?

Your free sign-up or renewal ticket must be used within 6 months of buying the Welcome Pack in cinema, joining online or renewing your membership. Your individual expiration date is set out in your 'Bonuses'.

EARNING AND USING POINTS

How do I earn points?

Points may only be earned on either one Adult ticket OR one Student ticket OR one Senior ticket OR one Concession ticket per card / per transaction / per session, PLUS an unlimited number of Child tickets. We allow unlimited Child tickets because we don't allow people under 14 to join and don't want their parents to be disadvantaged.

In addition, you earn points on all candy bar purchases (excluding select ranges of merchandise). We also allow points to be earned on all booking fees charged for buying tickets online.

You don't earn points for the purchase of a Welcome Pack or joining online as you receive a free general admission ticket on sign-up.

You must be a member of Hoyts Rewards at the time of your transaction to earn points. You do not earn points if you become a member of Hoyts Rewards after a purchase but before a movie session takes place, a situation which may occur for advanced ticket purchases.

How many points do I earn?

You earn 10 points per $1.00 spent on eligible products. From time to time, we may conduct a promotion which offers more points per $1.00 spent.

Where can I see my points balance?

Once you have logged into the website you can see your points balance as part of your itemised Points Statement in the Hoyts Rewards section of the website.

Do I earn points from vouchers and gift cards?

Vouchers and gift cards earn points upon their use, not upon purchase. Vouchers are redeemed at a fixed fee, regardless of their price and this may result in an over allocation of points in the members favour.

Can I earn points if I forget my membership card or key chain?

If you do not have your Hoyts Rewards membership card or key chain at the time of a purchase in a Hoyts Cinema, you may supply your unique Hoyts Rewards membership number to a Hoyts team member or provide personal details along with valid photo identification such as a driver’s license. Our salesperson will try to locate your membership details but if your details cannot be located or you have not activated your card online, no points will be earned or applied.

If I’m with a friend who is also in Hoyts Rewards, can we both earn points?

Yes. Multiple members may present their Hoyts Rewards membership cards or key chains to earn points in the same transaction. This is only available for in cinema transactions.

What happens if I buy items, forget to present my card before the transaction is finalised. Can I come back for my points later?

If you have kept your receipt or transaction number (located on number on your ticket stub in the format XXXXXX/XX), please contact the cinema or within one week of the purchase and we are happy to add the points from the transaction.  Alternatively, please email us with the required details by clicking HERE.

If you do not have a receipt or transaction number, Hoyts will not be able to add your points.  If you approach Hoyts more than one week after your purchase took place, we will not add points even if you do have a valid receipt or transaction number.

What can I use points for?

You can use your points to redeem all types of cinema tickets. In addition, you can use them for post-mix soft drinks, popcorn, choc tops, Frozen Coke and combos which contain the aforementioned items. From time to time, we may allow points to be used for other candy bar items as part of a special promotion.

Where can I redeem points?

You can redeem points for tickets via our website and in cinema. At the moment, you can only redeem points for candy bar items in cinema.

How many points do I need for various tickets and treats?

To find out how many points you need to redeem various items, check out the Points Catalogue in the Hoyts Rewards section of the website. You will find a gold tick symbol beside those items for which you already have sufficient points.

Can I buy tickets or candy bar items with a mix of points and cash?

No. You must have sufficient points to redeem items in their entirety.

$10 MOVIE OF THE WEEK

What is the $10 Movie of the Week?

Each week, we nominate a film and give you $10 general admission tickets for all sessions for the following seven days. This ticket offer excludes a booking fee of $1 per ticket when purchasing online.

The $10 Movie of the Week offer is not valid in conjunction with any other offer or special events (including gala screenings, Hoyts IMAX ® , Bean Bag cinema, La Premiere, Directors Suite or 3D). For select blockbusters members will be able to upgrade to view in 3D for an additional fee of $3.00.

How do I find out this week’s $10 Movie of the Week?

Each week, we announce the $10 Movie of the Week in our newsletter.  You can also find out details by clicking HERE.

Where do I buy tickets for the $10 Movie of the Week?

Tickets to the $10 Movie Offer of the Week can be purchased online or in Hoyts cinemas playing the Movie of the Week. This ticket offer incurs a booking fee of $1 per ticket if purchased online. Customers must provide proof of Rewards Membership prior to purchase (either by signing in as a Rewards Member online or presenting your Rewards card at the Box Office).

How many tickets to the Movie of the Week can I purchase?

You can purchase up to 10 x $10 tickets for the Movie of the Week.

How many points will I earn when I buy tickets to the Movie of the Week?

Movie of the Week tickets are generic, there is no definition between Adult and Child tickets. Due to the generic nature of the $10 Movie of the Week tickets, members will only earn points on one adult ticket per session regardless of any tickets purchased for children.

FACEBOOK CONNECT

What is Facebook Connect?

Facebook Connect is a tool provided by Facebook which allows us to share special features and functionality between Facebook and Hoyts Rewards.

Why can't I see the Facebook Connect button?

The most common reason that Facebook buttons are not displaying is linked to a known issue with Windows 7.  The installation of Windows 7 is causing some problems with security certificates which causes secure content (HTTPS) to be automatically blocked by your browser.  The Facebook elements are being stripped out of the page on your browser because it comes through HTTPS.

You will require Root Certificates to allow access to Facebook. To rectify this you will need to run a Windows Update and make sure you install the Root Certificates update in the list of Optional updates.  Once this has been completed please log back into Hoyts Rewards and you should now notice the Icon ‘Connect with Facebook’ has appeared under your Membership Box on the right hand side of the screen.

How do I use Facebook Connect?

To connect with Facebook, you must click one of the blue Facebook Connect buttons located in the Hoyts Rewards section of the Hoyts website. When you click the Facebook Connect button, you are prompted to log into your Facebook account.

Why should I click Facebook Connect?

Once you connect with Facebook, additional features and functionality are enabled for Hoyts Rewards members on the website. These include:

- Friends: you will automatically be connected with your Facebook Friends in Hoyts Rewards. You will have greater levels of interactivity with those Facebook Friends who are also Hoyts Rewards members.
- Movie Matches: you will be able to identify what films you and your Facebook friends both want to see – making it easier to plan a trip to Hoyts.
- Events: you can create a Facebook event within Hoyts Rewards to see a particular session of a movie at a Hoyts cinema. Once created, the event is managed from within your Facebook page, including the ability to invite non-Facebook friends by email and a link back to Hoyts to purchase tickets.
- Share: when you click the Facebook Share button, you will have the ability to post a message to Facebook or send that message via email to your Facebook friends.
- Stream: you can choose to stream automated posts about your movie visits, ratings and reviews and your Flicks List to your Facebook News Feed. You can manage your streams via the security settings under Edit My Details so you can turn these posts on or off.

Do I need a Facebook account to use Facebook Connect?

You do need to be an active Facebook account holder to use Facebook Connect.

How do I disconnect Facebook Connect functionality?

Whenever you log out of your Hoyts Rewards account, you are simultaneously logged out of Facebook, thereby breaking the Facebook Connect link. You will have to click the Facebook Connect button when you log back into Hoyts Rewards to restore the connection between Facebook and Hoyts Rewards.

How do I learn more about Facebook and Facebook Connect?

For further information on Facebook and Facebook Connect, please visit the Facebook website at www.facebook.com.

FRIENDS

How do I get Friends in Hoyts Rewards?

To get Friends, you must connect with Facebook. The rest is done automatically.

Hoyts Rewards displays two types of friends:

- Facebook Friends who are also members of Hoyts Rewards. These are the best kind of friends because you can share ratings, reviews and Movie Matches.
- Facebook Friends who are not members of Hoyts Rewards. We include these so you can share the benefits of Hoyts Rewards and encourage them to join up.

FLICKS LIST & MOVIE MATCHES

What is the Flicks List (Wish List)?

The Flicks List is a feature that lets you indicate which films you most want to see, just like a wish list. You'll receive a reminder email when tickets for those films go on sale at Hoyts. In addition, if you have supplied your mobile number and opted in to receive mobile communications, we may send you a special offer for these films from time to time.

How does Facebook Connect enhance Flicks List?

When you connect with Facebook, we identify those movies you and your Facebook friends both want to see, making it easier to plan a trip to the movies at Hoyts. Under each movie on your Flicks List, you will see the number of Movie Matches you have with your Facebook friends. Clicking on ‘View Matches’ reveals those friends.

When you connect with Facebook, you can also click the Facebook Share button to post a message to Facebook or send that message via email to your Facebook friends.

Finally, when you connect with Facebook, you will be able to create an event in Facebook for those films for which tickets are on sale.

What are Movie Matches?

Movie Matches are those movies that are on your flicks list, as well as on the flicks list of your Facebook friends. We present Movie Matches in two ways:

- by Movie: showing all your Facebook friends who want to see the same given movie as you
- by Friend: showing all the movies one you and one Friend have in common.

How do I create Movie Matches?

To create Movie Matches, you must:

- have movies on your own Flicks List
- connect with Facebook
- have Facebook friends who are also Hoyts Rewards members with movies on their own Flicks List.

When this has been done, you will be able to create an event in Facebook for those films for which tickets are on sale and also click the Facebook Share button to post a message to Facebook or send that message via email to your Facebook friends.

RATINGS & REVIEWS

How do I rate or review Films?

To unlock a film for rating or review, you must see the film at Hoyts and register your Hoyts Rewards membership card when you purchase your tickets.

What are Ratings?

We allow you to rate the films on a five-point scale.

What are Reviews?

We allow you to write and submit a 500-character free-text review of the films have seen the film at Hoyts and used your Hoyts Rewards membership when you purchased your tickets.

What are the rules when writing a Review?

We ask you to please observe the following rules when you write a review:

- Do not use inappropriate language or concepts
- Do not give away key parts of the movie (no spoilers)
- Only review the movie and do not comment on anything else in your review.

If we find a review which breaks these rules, we will take it down and may terminate the author’s Hoyts Rewards membership in accordance with the program’s terms and conditions.

What if I read a review which breaks the rules?

On the bottom right of each review is a ‘Report This’ link. If you see a review which breaks the rules, please click this and complete the form. We will endeavor remove the review within 60 minutes  of reading the notification form during business hours if we agree with the assessment.

Aside from sharing my views, why would I rate or review a film?

From time to time, if you opted in to receive communications, we may send you special offers based on films you have seen and liked.

Who sees my ratings and reviews?

We have two visibility settings for ratings and reviews, which can be changed within the Edit Details section of your Hoyts Rewards account:

- Everyone: these are potentially seen by any visitor to the Hoyts website, with your full name listed as the author.
- Only my friends: These are only seen by your Facebook friends when you connect with Facebook.

The default setting for ratings and reviews is ‘Only my friends’.

EVENTS

What is the Events feature?

The Events feature allows you to invite people to a specific session of a film at a Hoyts cinema once tickets for that film go on sale and manage that event within Facebook.

How do I create an Event in Facebook?

You create an event within the Hoyts Rewards section of the Hoyts Website. To create a movie event at a Hoyts Cinema in Facebook, you must first connect with Facebook. Next find and click the Facebook ‘Create an Event’ button next to the film of your choice in your Flicks List and Movie Matches.

How do I manage an Event?

Once created, an event for a visit to Hoyts is managed within your Facebook account. You can edit, cancel and manage invitations, including inviting by email friends who are not Facebook members.

Who sees an event I created in Facebook?

The default Facebook setting for Events is ‘private’. You can convert this to a public event by clicking ‘Edit Event’ in the Facebook page for this event.

MANAGING YOUR SUBSCRIPTIONS

What are subscriptions?

We use subscriptions to refer to emails and SMS communications we send you from time to time.

How do I manage my subscriptions?

You can opt out of receiving emails and SMS by accessing the Edit Details section of the Hoyts Rewards part of the website.

Why should I opt in to SMS?

Hoyts Rewards is going to send unique discounts and offers to members via SMS (at no cost to you). Most of these offers will not also be sent via email, so you will need to have entered a valid mobile phone number and opted in to receive SMS messages in the Details section of your Hoyts Rewards account to get them.

Do I pay for SMS messages to my mobile phone?

No. Hoyts pays for all SMS messages to your phone.

Should a member choose to send an SMS message to Hoyts Rewards, they will be charged the cost of a basic SMS message. Check with your mobile service provider for your specific rates.

Once I am opted in to emails or SMS messages, will you share my details with anyone else?

No. We take your privacy very seriously and will not share your details with third parties unless it is essential for delivering a service to you (e.g. a courier to deliver a prize to you). From time to time, we may send you an offer for a third-party product or service we believe may be of interest to you. However, in such instances we will not share your details with the provider of that product or service. If your details are required or requested, you will be asked to supply them directly to the provider yourself. For select promotions which contain terms and conditions that include information regarding the transfer of details such as email address or postal address ny participating you agree to these terms and conditions.

CONTACT DETAILS

HOW DO I CONTACT YOU?

The following email address has been set up to specifically look after Hoyts Rewards members: rewards_services@hoyts.com.au

You can also access our Hoyts Rewards enquiry form here.

We monitor emails to this account between 9:00 and 5:00 PM Monday to Friday, excluding public holidays and will endeavor to respond to your inquiry as soon as possible within those time periods.

TERMS AND CONDITIONS

Where can I find the terms and conditions for Hoyts Rewards?

The full terms and conditions can be found here.