FAQ

This FAQ is a compilation of questions that we frequently receive from guests.
You may search the answers you are looking for based on the category of questions, such as those on membership, special benefit services, or the use of your My Page.

Joining and withdrawing from membership

Where can I enroll for card membership.

There are two ways to sign up for a Seibu Prince Club emi card. The first is to apply upon making a online reservation to stay at a Prince Hotel. The second is to sign up immediately at either a participating Seibu Prince Club emi merchant in Japan (with some exceptions) or at the Seibu Prince Club Counter.
When applying upon making an online reservation, your card will be handed to you at the reception desk at the hotel you stay at. When signing up at either a participating Seibu Prince Club emi merchant in Japan (with some exceptions) or at the Seibu Prince Club Counter, your card will be handed to you on the spot.

What are the terms and conditions of membership.
Does the membership expire.

Membership expires on December 31 of the 5th year since the last date of membership use.

How can I receive information on the membership enrollment process.

You can receive this information from any Prince Hotel or other participating Seibu Prince Club emi merchant.

What are the requirements to become a card member.

Card membership is eligible for those who live outside of Japan or those who can register a foreign address.

Are there any membership or annual fees.

There are no membership or annual fees.

How do I become a blue member of the Seibu Prince Club. How do I earn points.

Those who live outside of Japan are not eligible to become blue members of the Seibu Prince Club. We currently do not offer a card program for those who live outside of Japan to earn points. We apologize for the inconvenience.

How do I cancel my membership.

You can cancel your membership from the member services website (My Page) or call the Seibu Prince Club Desk at +81-(0)3-5996-1260.

Registering member information (My Page registration)/Changing member information

Is the account information registration process separate from the My Page registration process.

The account information registration process includes the registration of your name, address, telephone number, nationality, gender, and other personal information. To register for and access the My Page service, you must also configure a password for this service. Access the My Page service to change account information or view your usage history. You can also participate in surveys and receive information on current promotions.

What is the customer number and security code.

Your customer number is the 8-digit number that begins with the number 9 found on the back of your card. Your security code is the 7-digit number found on the back of your card. You need this information to register for the My Page service.

I enrolled for membership upon reserving accommodations on the Prince Hotels & Resorts website. Do I still need to perform the account information registration process.

Only your name, telephone number, and email address are required to make on online hotel reservation. To complete your account registration, please complete the account information registration (My Page registration) process on our website.

I enrolled for membership at a participating merchant. Do I still need to perform the account information registration (My Page registration) process.

Yes, please perform the registration process.Please refer to the account information registration (My Page registration) page.

Is the account information registration (My Page registration) process absolutely necessary. How is my personal information used.

Some services and promotions are not available to members who have not registered their account information. Please register your information so you can have access to all services. Personal information is used to provide services and product information. It is also used as emergency contact information and to provide support to customer inquiries.

I registered my account information (My Page registration), but I have not received a confirmation email message.

Please recheck your email address used for registration. The confirmation email may have been filtered as spam by your email software or security software. Please check the spam, trash, or other folder used for filtering purposes. Provider access to email may be temporarily suspended due to an email server or other issue. Please contact your service provider in such cases. If you used a cellphone email address, please check if there are domain restrictions configured in the inbound settings. If there are domain restrictions configured in the inbound settings, please add the "club.seibugroup.jp" domain to the allowed inbound list.

I cannot log into the My Page service.

Please make sure that you have registered for the My Page service. If the website requests you to enter your customer number and security code during the account information registration (My Page registration)process, this indicates that you have not yet registered for the My Page service. Please register for the My Page service before logging into the service. If the website does not request you to enter this information, this indicates that you have already registered for the My Page service. In this case, please click on the "Forgot your Password." link to configure a new password and log into the service.

I forgot my password to the My Page service.

Please click on the "Forgot your Password." link to configure a new password and log into the service.

Is it possible to perform My Page registration outside of the website.

No, it is not.

I want to edit my account information.

Access the My Page service and click on the "View/Change Account Information" link to edit your information.

How do I stop receiving email newsletters.

Access the My Page service and click on the "View/Change Account Information" link to edit your information.

Special card benefits

What are the benefits offered by the Seibu Group membership program. Where can I use my membership.

Please refer to the benefits page on our website.

When should the card be presented to a merchant.

Please present the card before making payments or before receiving benefit services.

Can I use my membership outside of Japan.

No, your membership cannot be used outside of Japan. Please use your card at participating Seibu Prince Club emi merchants in Japan.

Prince Points

When will Prince Points start to be awarded.

Prince Points will start to be awarded on February 1, 2018 (Japan time).

Where will points be awarded.

1 point will be awarded for every 108 yen spent at a participating Seibu Prince Club emi merchants.

What should I do in order to be awarded Prince Points.

Please present your card at a participating Seibu Prince Club emi merchants upon using that merchant.

Can I accumulate points from the day that obtain my card.

Yes, you can.

What is the points award rate.

You are awarded 1 point for every 108 yen spent.

How long is the accumulation period and valid term of Prince Points.

The accumulation period is the 1-year period between January 1 and December 31 every year.
The valid term begins the year that points are awarded and ends on December 31 of the year 4 years later (Japan time).

Are points only awarded with payments made in cash.

Points are also awarded when making payments using a credit card, Prince Points vouchers, and so forth.
Please verify the other avenues of payment available with a participating SEIBU PRINCE CLUB emi merchant prior to using that merchant.

Can someone other than the cardholder use the card.

No, they cannot.

I forgot my card. Can I get points awarded anyway.

You will be issued a new card with points added to it. Please note that those points cannot be combined with the points on your forgotten card.

I lost my card. Can I get points awarded anyway.

You will be issued a new card with points added to it. Please note that those points cannot be combined with the points on your lost card.

How can I check my Prince Points balance.

You can check your Prince Points balance using the My Page website or a Pripochecker (point verifiers and exchangers).

When will the points I was awarded be reflected.

They will be reflected on the day that the points were awarded or the day after depending on the participating SEIBU PRINCE CLUB emi merchant.

How far back can I verify my points history.

You can verify your points history for the last 5 years, but no earlier than February 2018.

I was not awarded points despite presenting my card.
Whom should I contact regarding this matter.

Please contact the SEIBU PRINCE CLUB DESK at: 03-5996-1260

Is it possible to combine points from the multiple cards in my possession.

No, it is not.

Where can I used my accumulated points.

You can use your points by exchanging them for Hotel vouchers or Prince Points vouchers in accordance with the number of points that you have.

What kind of products can points be redeemed for.

Points can be redeemed for Hotel vouchers, Prince Points vouchers or other vouchers in accordance with the number of points that you have.

Is it possible to redeem points without registering my account information (performing My Page registration).

No, it is not. You must register your account information (perform My Page registration) on the website to redeem points.

How do you redeem points for products.

Hotel vouchers are sent out to your registered address after you perform the redemption process on the My Page website. Prince Points vouchers and other vouchers are issued to you after you perform the redemption process using a Pripochecker.

How long will it take for Hotel vouchers to reach me after I have redeemed points for them.

They will be sent to you in about 2 to 3 weeks.

Is it possible to have Hotel vouchers sent out to an address other than the ones that I registered.

You may change the sending address by registering two addresses as "Sending Address 1" and "Sending Address 2" and choosing between them.

Whom should I contact if my Hotel vouchers not arrive.

Please contact the SEIBU PRINCE CLUB DESK at: 03-5996-1260

What is a "Pripochecker?" Where can I find one.

Pripochecker are point verifiers and exchangers installed at Prince Hotel, PePe, Emio and other locations.
Using Pripochecker, members can perform points redemption procedures on their own, and immediately have Prince Points vouchers (500-Yen Vouchers, etc.) or other vouchers issued that very day.
List of locations where Pripochecker (point verifiers and exchangers) are installed

It says "Store Visit Points" and "Back-to-Back Points" on the Pripochecker at PePe and Emio locations. Can I receive those points.

You cannot receive those points with SEIBU PRINCE CLUB emi membership.

Can I get points awarded overseas as well.

Prince Points are not awarded overseas. Please use your card at participating Seibu Prince Club emi merchants in Japan.

I forgot my Hotel voucher. Can I use it anyway.

No, you cannot. As you are granted use of accommodations in exchange for the hotel voucher, please make sure to bring it with you.

Is there a time limit on Hotel vouchers or Prince Points vouchers.

The valid term of Hotel vouchers and Prince Points vouchers is 6 months from the date of issue.

Trouble

The magnetic strip on the card is no longer readable.

Please obtain a new card from a participating Seibu Prince Club emi merchant in Japan. Then call the Seibu Prince Club Desk to transfer your information from the old card to the new card.

My card has become damaged.

Please obtain a new card from a participating Seibu Prince Club emi merchant in Japan. Then call the Seibu Prince Club Desk to transfer your information from the old card to the new card.

I lost my card.

Obtain a new card from a participating Seibu Prince Club emi merchant in Japan. Account information is not automatically transferred. Please register your account information again for the new card.

I left my card.

Obtain a new card from a participating Seibu Prince Club emi merchant in Japan. Account information is not automatically transferred. Please register your account information again for the new card. After returning to your home country, please cut and discard any cards you will no longer use.

Inquiries

How can I receive more information on the Seibu Prince Club emi program.

Please refer to the inquiry page on our website.