FAQ

    1. Choose your product(s)
      Select the voucher, input the quantity you require and click ‘Add to Cart’.
    2. Check Out
      If you have a registered account, please login accordingly with your credentials. If not, you may choose to sign up for an account, or proceed to check out as a guest.
    3. Choose between email delivery or self-collect options
      You may choose to purchase the voucher for yourself or send it as a gift to someone special.

      If you are purchasing the voucher for yourself, please choose either ‘Email Delivery’ for the e-voucher to be sent to your email address; or ‘Self Collect’ to specify the date and time of collection from the hotel.

      If you are purchasing the voucher as a gift to someone special, please input the recipient’s details and the e-voucher will be sent to the recipient’s email address once the transaction is complete.
    4. Make Your Payment
      Enter your payment details to complete the transaction. Once the transaction is complete, you will be directed to a page with a message that reads “Thank you. Your purchase has been successful.
    5. Purchase confirmation
      An instant notification will be sent to your email address upon the successful completion of purchase.
    1. Choose your product(s)
      Click on ‘Order Now’ to browse and select the menu items you would like order.
    2. Check out
      If you have a registered account, please login accordingly with your credentials. If not, you may choose to sign up for an account, or proceed to check out as a guest.
    3. Choose between delivery or self-collect options
      Choose between ‘Delivery’ or ‘Self-Collect’. Select the date and time, and complete the form for your delivery or self-collect arrangements. Click ‘Confirm’ and ‘Check Out’.
    4. Make Your Payment
      Enter your payment details to complete the transaction. Once the transaction is complete, you will be directed to a page with a message that reads “Thank you. Your purchase has been successful.
    Q.
    I have ordered more than one gift voucher and would like to send them to different email addresses. How do I do this?
    A.
    Please put through separate transactions if you intend to send parts of your order to different email addresses, as only one recipient’s email address can be captured per order.
    Q.
    Is there a limit to how many vouchers I can purchase?
    A.
    We do not have a maximum limit per order.
    Q.
    Can I have vouchers delivered to my friends and family?
    A.
    Yes, you can choose the option that reads ‘I am sending as a gift’. Input the recipient’s details and the e-voucher will be sent to the recipient’s email address once the transaction is complete. We do not facilitate posting of hardcopy vouchers.
    Q.
    The e-vouchers I ordered have not arrived. What should I do?
    A.
    Please contact us at (62) 31 6003 8916 or email fbreservation.sur@shangri-la.com (Monday to Sunday, 9am to 9pm).
    Q.
    I have tried to order using my debit and credit card and neither work. Why is this?
    A.
    Please contact your bank.
    Q.
    My card has been declined.
    A.
    Please contact your bank.
    Q.
    I didn't get a confirmation email for my order. Why is that?
    A.
    Please contact us at (62) 31 6003 8916 or email fbreservation.sur@shangri-la.com (Monday to Sunday, 9am to 9pm).
    Q.
    Part of my order is missing.
    A.
    Please contact us at (62) 31 6003 8916 or email fbreservation.sur@shangri-la.com (Monday to Sunday, 9am to 9pm).
    Q.
    I have lost or damaged my vouchers. Can you replace them?
    A.
    We are unable to replace lost or damaged vouchers. However, the purchaser of the voucher can login to his account and re-print the e-voucher (Click on ‘My Account’ after logging in, and select ‘My Voucher’). We also cannot reactivate vouchers that have already been redeemed.
    Q.
    How much is the delivery charge?
    A.
    Hotel to 7 km with min. Spent IDR 200,000
    Free

    Hotel to 7.01-12 km min. Spent IDR 200,000
    IDR 125,000 nett

    For locations exceeding 12km, delivery fee will be calculated and advised based on distance from Hotel.
    Q.
    Where is the location for self-collect items?
    A.
    All orders can be collected from F&B Reservation Desk.
    Q.
    I'm having trouble viewing the website.
    A.
    If you are experiencing difficulty viewing the site on your web browser, you should update to the most recent version of Chrome for the best viewing experience.
    Q.
    What are the hygiene standards practiced by the restaurant/hotel?
    A.
    • The Hotel adheres to the Shangri-La Food Safety Management System (SFS), CHSE (Cleanliness, Health, Safety and Environment) certificate by Ministry of Tourism and we are the first recipient hotel in Surabaya to receive international SafeGuard Hygiene Excellence and Safety Label by Bureau Veritas to ensure the highest level of standards in food sanitation.
    • The Hotel is audited yearly to ensure conformance to the SFS requirements, and compliance with CHSE regulations.
    • The Hotel has a dedicated team to ensure food safety requirements are implemented and kept up-to-date.
    • All steps in the food operation process are addressed from the supply chain and selection of ingredients, through to the serving of the food to our guests.
    • All food handlers are required to complete SFS training with annual tests. It is also compulsory for them to perform annual medical health screenings.
    Q.
    How do I redeem a voucher?
    A.
    You are encouraged to make a reservation by calling at (62) 31 6003 8916 or email fbreservation.sur@shangri-la.com. (Monday to Sunday, 9am to 9pm). Please indicate your intention of redeeming the e-voucher while making the reservation. Upon arriving at the restaurant, please present the voucher to the staff for verification. The validity of the voucher must not have expired upon redemption.
    Q.
    What if I forget to bring/print the voucher?
    A.
    You can access the voucher via email and present it to our staff for verification.
    Q.
    Which restaurant/outlets can I redeem the voucher at?
    A.
    This voucher is applicable for dine-in only at all restaurants in Shangri-La Surabaya (excluding Room Service and and depend on voucher type).
    Q.
    When will my voucher expire?
    A.
    The validity period varies for different vouchers, and will be stated in the Terms & Conditions on each voucher.
    Q.
    Can I request for an extension of my voucher’s validity?
    A.
    No.
    Q.
    Is there a return policy?
    A.
    No. Once purchased, vouchers are non-refundable, non-exchangeable for cash in part or in whole, and cannot be used for rebates under any circumstances.
    Q.
    What if my dining bill costs less than the value of my voucher?
    A.
    The remaining value will be forfeited.
    Q.
    What if my dining bill costs more than the value of my voucher?
    A.
    You can use your voucher to settle part of your bill. The outstanding balance can be paid by a debit card, credit card or cash at the restaurant.
    Q.
    What is Golden Circle?
    A.
    Golden Circle is Shangri-La's award-winning loyalty programme. Not a member? Join now and enjoy exclusive benefits and privileges. Learn more about Golden Circle Here.
    Q.
    Can I earn Golden Circle Award Points from placing an order on this platform?
    A.
    GC Award Points accrual is valid for items purchased except stated otherwise. Please provide GC membership number upon check out. Name presented on credit card payment must match with Golden Circle membership details in order to earn GC Award Points.
    Q.
    What items are not eligible to earn Golden Circle Award Points?
    A.
    Voucher purchase, delivery fee and tax charges such as government tax are not eligible for earning GC Award Points. Items remarked specifically are also not eligible for earning GC Award Points.

@ Shangri-La International Hotel Management Ltd.