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Frequently Asked Questions

Have you got a question? We have the answers!
Before you contact us, please review the Frequently Asked Questions, as a majority of the answers are already available.

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Member FAQs

When I open the app I can’t see any offers?

Apple/ Android: Delete your App, turn off your device, turn it back on and re-install, proceed to log in again.

What is the Entertainment Hotel Program?

Entertainment Members are entitled to special Member-only rates at all of the hotels listed on the My Bookings website. The offer provided by each hotel is at least 10% off the best available room or package rate available to the public at the time of booking, subject to availability. In many cases the Member-only rate may be up to 50% off the Rack Rate (the hotel's maximum published rate that all rates are discounted from) or more in some cases. Rates are based on single or double occupancy unless otherwise specified. If you have additional people in your room an extra-person charge may apply.

The Member discount does not apply to seasonal, group or convention rates or travel agency bookings and may not be combined with other discount programs.

Are there any booking fees?

No. There are no booking fees if you use the My Bookings website to make a booking, or when making a reservation over the phone.

How is the payment for my booking processed?

Payment will be charged directly by the hotel. Each hotel will specify the payment terms and conditions on the hotel information page. You will need to accept these terms and conditions during your booking process. The payment terms and conditions will also be noted on the confirmation email sent to you from the My Bookings website when you confirm your booking.

Once I have confirmed my booking, is it guaranteed?

Yes. Once a booking has been made through the My Bookings website, the reservation will be forwarded to the hotel and will be treated as a confirmed booking, unless expressly advised otherwise at the time of booking. Make sure you always keep note of your confirmation number for your reference.

In the unlikely event that the hotel is not able to confirm your booking, you will be contacted immediately by the hotel when the booking is received to advise you of this. Your payment will not be processed, and your original booking will be cancelled through the My Bookings website with no fees or charges associated with this.

Do I need to present my Entertainment Digital Membership to the hotel?

Yes. You will need to present your Entertainment Digital Membership upon check-in to verify your Entertainment Membership. Please note that your Membership is transferable within your immediate family and you may book for family members so long as they present the Membership upon check-in.

How do I login to the new website or App?

Login to the new website

If you’re an existing member

1. Visit the website

2. Click the Login button

3. You’ll be prompted to input your mobile phone number to verify

4.  You’ll receive a verification code via SMS

5. Enter code and click submit to login  

After your first login, if you stay logged in you won’t be prompted to enter your mobile number and verification code again.

Login to the new App

1. Download and open the new App

2. You’ll be prompted to input your mobile phone number to verify your account

3. You’ll receive a verification code via SMS

4. Enter code and click submit to login

I can’t access my Membership within the App.

Make sure you have an active Membership. The App and website will prompt you to input the email and password associated with your Membership. If you do not have a Membership, you can purchase one through our website.

Why do you need my mobile phone number?

We use your mobile phone number to securely verify your account and allow for passwordless login when using the website and App.

I am getting the message ‘Please try again. There was an error with your Log in details’?

If you get a Login Error message: 'Error There was an error with your login details' - this means your Entertainment Membership email is not recognised or your password was incorrect.

To avoid this, ensure you have an active Membership. If you do not, you will need to purchase one or activate a pending Membership.

Alternatively, you can try resetting their password.

If you do not know your Membership ID email, you can contact our friendly customer service team.

Entertainment App Permissions

The Entertainment App may require access to ‘App Permissions’ such as Location, Storage, Contacts and more. Updates to Entertainment Australia and New Zealand may automatically add additional capabilities within each group. For more information on Permissions please refer to the Permissions section in your device App settings. These permissions are used in order to use the App functionality such as calling to make bookings, to view participating businesses near to your location (the ‘Near me’ technology) and saving image files for quick load time when opening the App and viewing offers.

How do I redeem offers using the App?

In the Entertainment App, select the offer you wish to use. In the presence of a staff Member select 'Redeem now' and show them the redemption screen. They must view and may record the unique redemption code that appears on your screen. The offers are also date and time stamped and have a revolving crown to ensure its validity.

How do I share offers with family members?

The Entertainment Digital Membership can be shared with family members in your household on up to five different devices, but a single use offer can only ever be redeemed once.

To share your Membership, the new user will need to download the Entertainment App from the Google Play Store or the Apple App Store. They will need to use the account holders mobile phone number and then use the code that is sent to the account holders' mobile phone.

What happens if I’m on the App but am in an area where I can’t get phone signal or am out of range?

The App requires a network connection to search and redeem offers.

Why can't I see all available offers in each category?

When you are on the App, click on search, select refine and ensure all offers are selected here. Tap apply if you make any changes. You can reset a filter at any time.

You can also use the search function by typing the merchants name, suburb, category subcategory, or keyword.

Lastly, you can use the Map tab to manually navigate to the geographic area and select the 'Search this Area' button to run a query.

Will the App work after Android and iOS updates?

With continual updates to operating systems, we will be checking to make sure all Membership functions are supported on the App. While some unexpected issues may arise before the checking process is completed, our aim is to ensure that these are kept to a minimum and resolved quickly and efficiently.

What if I see the message that the App is 'Not available in my country/region' or that the device is incompatible?

Apple: Check your device's software version and ensure it is above iOS 11, please update if there is one available. Go to Settings > General > Software Update.

If there is no available update and the version is above iOS 11, please check that you have enough storage available and remove some data if necessary. Go to Settings > General > Storage.

If you’re still getting this message, follow the steps below:

1. Tap "Settings" from the home screen of your iOS device.

2. Tap "iTunes & App Store."

3. Tap your Apple ID and select "View Apple ID" from the dialog box that opens.

4. Enter your Apple ID password as prompted.

5. Tap "Country/Region." Read the notification that appears on the screen, as it may be different depending on your Apple account. For example, if you have auto-renewing subscriptions, changing countries may disable these subscriptions.

6. Tap “Change Country or Region.” select your country or region from the list provided.

7. Tap “Done”

Android: Check your device's software version and ensure it is above Android Version 4.4, please update if there is one available. Go to Settings > About Device/About Phone > Software update. If there is no available update and the version is above Android Version 4.4, please check that you have enough storage available and remove some data if necessary. Go to Settings > Storage.

App not available in your country/region:

Google Play uses the billing address of your default payment instrument in Google Wallet to help determine your home country for accessing the Play Store. If it is not using Australian or New Zealand details, you will not be able to download or use our App.

Please note that you must have a valid payment method with a local billing address in order to access that country's Play Store.

1. Sign into your Google Wallet account to manage your payment methods https://wallet.google.com/manage/paymentMethods)

2. Add a new card or change your default payment instrument to one with a billing address located inside your desired country

3. Open the Play Store and navigate to any item available for download

4. Click to begin a download until you reach the "Accept and buy" screen (no need to complete the purchase)

5. Close the Play Store and clear data for the Google Play Store application (Settings > Apps > Google Play Store > Clear Data) or clear your browser cache

6. Re-open the Play Store. You should now see the Play Store that matches your default payment instrument's billing country.

If you haven't yet added a payment method to your account for the first time, please add a card directly from the Play Store with a billing address that matches your intended country location. Then, follow steps 3 through 6 to show your intended country's Play Store.

What if my ‘Near Me’ function keeps defaulting to Sydney or Auckland?

iPhones: The Entertainment App is compatible with Apple devices running iOS 11.0 and above. Search for 'Entertainment ANZ' in the App Store or in iTunes.

Android: The Entertainment App is designed for Android phones running 6.0 or later. To test compatibility, search for 'Entertainment ANZ’ from the Play store App on your phone or the Google Play website. Google Play will automatically tell you if the App is supported by your device. Not all Android systems are the same and manufactures may modify the operating system with components that may make the device incompatible.

At this stage, the Entertainment App is not available for Windows or BlackBerry Mobile Phone devices.

What smart devices are compatible with the App?

iPhones: The Entertainment App is compatible with Apple devices running iOS 11.0 and above. Search for 'Entertainment Australia' in the App Store or in iTunes.

Android phones: The Entertainment App is designed for Android phones running 6.0 or later. To test compatibility, search for 'Entertainment Australia' from the Play store App on your phone or the Google Play website. Google Play will automatically tell you if the App is supported by your device. Not all Android systems are the same and manufactures may modify the operating system with components that may make the device incompatible.

At this stage, the Entertainment App is not available for Windows or BlackBerry Mobile Phone devices.

How do Entertainment Memberships work?

Memberships give you thousands of 2-for-1 and up to 50% off offers from many of the most popular restaurants, attractions, activities, shopping, accommodation in your area and more. There are three kinds of Entertainment Memberships that you can buy: Single City, Multi City (for the whole of Australia, New Zealand and Bali), or a 2-year Multi City Membership.

You can also nominate a fundraiser to support, and they will receive 20% from your purchase.

Get your Membership today.

How do the Offers get redeemed at restaurants?

Simply present the offer from your Entertainment App, once you tap ‘Redeem Now’ show your phone screen for that restaurant, to the staff member when requesting your bill.

How can I buy an Entertainment Membership?

Entertainment Memberships can be purchased from our website, click the ‘Join Now’ button to begin your purchase. Our Memberships are also sold by fundraising organisations, including major charities, community groups, associations, schools and social clubs, as well as sporting and recreational groups. Contact our customer service team for more information about participating fundraisers.

How do I activate my Entertainment Membership?

To begin using your Membership, please first download the latest version of the Entertainment App from either the Apple App Store or Google Play Store. You can find this on the SMS or Email sent when you purchased your Membership.

New users: Open the Entertainment App you will then need to type in your mobile phone number once you have successfully entered in the secure pin sent via SMS you will be presented with a screen that has an option to click through to entering your activation code. Copy the code from either your SMS or Email and follow the steps to continue your activation.

Existing users: Ensure the App is already closed on your phone before making a new Membership purchase. Open the Entertainment App, you will be provided with a screen which displays either a screen allowing you to choose which Single City Membership to activate or a screen confirming your activation of your Multi City Membership.

How can I let my friends know about getting their own Entertainment Membership?

Within the Entertainment App there is a share function that allows you to share the information about where you purchased your Membership with your friends. Look for the ‘Help your friends get an Entertainment Membership’ button under the 'User' icon.

How can I retrieve my forgotten password and/or login?

Simply head to password reset and we will email the details to you.

Are my personal details secure?

The Entertainment Team is committed to ensuring that, to the best of our ability, we meet all the requirements of the National Privacy Principles and the Privacy Act. For more information, please refer to the Privacy policy page.

Can I use my Entertainment Membership on public holidays?

Entertainment’s dining offers are valid at all times throughout the year, except for a few days known as ‘Optional Days’. Please refer to the Rules of Use to see more information.

Can I use Entertainment Memberships as a fundraiser for my club or organisation?

Yes, Entertainment Memberships are an easy way to raise money for your school, charity, community organisation or corporate social club. Find out more.

I still need help. How can I contact Entertainment?

Australia:

Call us on 1300 159 707

Email: contact@entertainment.com.au

New Zealand:

Call us on 0508 326 657

Email: support@entertainmentbook.co.nz

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Fundraiser FAQs

How does the Entertainment fundraising program work?

Entertainment Memberships are sold by many fundraising organisations who receive 20% from each Membership sold. Your dedicated Account Manager will provide you with complimentary sales materials plus your own webpage to help you market and sell Memberships.

How do I receive fundraising money?

Any Memberships purchased through your Entertainment webpage are automatically credited to your account. You will receive a statement each fortnight requesting full payment for any Memberships that you sold for cash or by cheque. Payment options include cash in our office, cheques mailed to our office, over the phone with Visa or MasterCard or make a secure payment online. At the end of the fundraising season, you will receive a deposit of the funds to your fundraising organisation or cause.

How often do I make payments?

Upon receipt of your statement, you should always make a payment for any Books sold to date. It is important that both your records and our inventory are current.

What should I do if I need to amend or cancel my booking?

You will need to contact the hotel directly to amend or cancel your booking. Amendments may be subject to availability, and cancellations will be subject to the hotel's cancellation terms and conditions. The hotel’s reservation staff will be able to advise you of any additional costs associated with your desired changes.

Are my personal details secure?

Yes. Entertainment is committed to ensuring that we meet all the requirements of the National Privacy Principles and the Privacy Act. For information visit our Privacy policy page.

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Merchant FAQs

How much is deducted from the dining bill?

All of the offers represent at least a main course or a main course equivalent.

  • If your offer is for a complimentary main course when another is purchased, deduct the least expensive main course up to the maximum value stated on your offer. If only one main course and one entree are ordered, deduct the entree as though it was the least expensive main course.
  • If your offer is for 25% off the total bill, deduct 25% off the total bill, up to the maximum value of your offer.
How do businesses benefit from being in the Entertainment program?

The Entertainment program is a proven method of introducing new customers to your business, though a one-off incentive. There is no charge to businesses that appear in the program.

How are offers redeemed?

Members will present their phone or tablet, and tap the 'Redeem now' button when in-store. You should review the redemption screen, and record the redemption code.

When adults and children dine together, do I deduct the children's meals?

When two or more adults dine with children, the least expensive adult main course is complimentary. However, if only one adult dines with a child, deduct the child's main course.

Can I get an Entertainment Membership for my business and employees?

Yes. When your business joins the Entertainment program, you and your employees will be able to purchase an Entertainment Membership at an exclusive Partner Price. Contact Us or your Account Manager directly to learn more.

App FAQs

I have an issue with the new App. How can I contact Entertainment?

We would love to hear from you, feel free to send your feedback or any questions to our customer service team.

Australia: contact@entertainment.com.au

New Zealand: support@entertainmentbook.co.nz

Where did my favourite offers go?

All the offers in your current Membership are the same. If you are having trouble locating an offer, please contact customer service so that they can look into this for you.

Australia: contact@entertainment.com.au

New Zealand: support@entertainmentbook.co.nz

My favourites are missing

We are aware of an issue that your previously saved favourites are not being shown in the new Entertainment App and the team are working on fixing this as soon as possible.

How do I save to my favourites?

You can add new favourites by clicking the heart button located on the offers, these will all be saved into your favourites list.

I’m having issues with the location search

Please ensure you have your location services on your device enabled for the App. To enable location settings please follow the guidelines below:

Apple: Settings > Privacy > Location Services >Enable > Scroll down and tap on the Entertainment App Icon > Tap on ‘While Using the App’

Android: Settings > Location > Enable

How do I search nearby offers?

There is a map function based on your location. Please ensure your location services on your device are enabled for the App. To enable location settings please follow the guidelines below:

Apple: Settings >Privacy > Location Services > Enable > Scroll down and tap on the Entertainment App Icon > Tap on ‘While Using the App’

Android: Settings >Location > Enable

How many devices can use the same Membership on the App?

You can connect five different devices to one Membership.

Can I share my Membership on the new App?

Yes, you can. Every time you share your App, you will receive a new verification code for the other device. This code will be needed to enter onto the other devices.

The other devices will need to:

1.     Download and open the App

2.     Input the primary Membership accounts mobile number first

3.     The primary Membership account holder will then receive a text with a verification code

4.     The other device will need to input this code onto their phone to login

When I open the App, I can’t see any offers?

Apple/ Android: Delete your App, turn off your device, turn it back on and re-install, proceed to log in again.

I have the old App. How do I get the new App?

Australia: You just need to update your old App. Go to the App Store or Google Play and search for ‘Entertainment ANZ’ click update.

New Zealand: You will need to download the new App. Search for ‘Entertainment ANZ’ in the App Store or Google Play and download.

I can’t find the new App

Apple: Search for 'Entertainment ANZ’ in the App Store.

Android: Search for 'Entertainment ANZ’ in Google Play.

At this stage, the Entertainment App is not available for Windows or BlackBerry Mobile Phone devices.

How do I login to the new App?

1. Download and open the new App

2. You’ll be prompted to input your mobile phone number to verify your account

3. You’ll receive a verification code via SMS

4. Enter code and click submit to login

If you are an existing Entertainment Member

5. You will be then asked to enter your current Entertainment Membership email and Password

6. Once successfully signed in you will only need your mobile phone number to log into the App or Website

If you do not remember your Membership ID email, you can contact our friendly customer service team.

Australia: contact@entertainment.com.au

New Zealand: support@entertainmentbook.co.nz

My App keeps freezing or closing?

Apple/ Android: Delete your App, turn off your device, turn it back on and re-install, proceed to log in again.