Frequently asked questions


You can find the most frequently asked questions here. If you have any other questions, please contact us at crm@robinson.com.

    | ROBINSON STARS is our advantage programme for loyal guests. As a ROBINSON STARS member, you collect Nights each time you stay at one of our resorts. You can also look forward to enjoying personal advantages when on holiday at a ROBINSON resort.

    Eligible to join are all individuals aged 18 and over. Children and teenagers under 18 are excluded from the programme.

    You do not necessarily have to be the person who booked the holiday in order to become a ROBINSON STAR. Registering with your personal details is sufficient.

    | Simply register online with your personal details here. Only one membership account may be opened and held per person.

    | After completing registration, an email will be sent to the email address supplied by you. Please confirm your details by clicking the link included in the email.

    | You will then receive your own personal STARS membership number.

    | As a ROBINSON STARS member, you collect Nights each time you stay at one of our resorts. Simply present your STARS membership number when checking in at the reception at the beginning of your stay.

    | Once you have collected at least 30 Nights, you can start enjoying our programme advantages and will receive your first statuslevel.

    *Due to the COVID-19 situation there will be no status check once on 30.09.2020. Until 30.09.2021 you cannot lose your status level, you can only upgrade to the next status level.

    | ROBINSON STARS advantage programme members receive selected monetary and non-monetary advantages both during and after their stay at a ROBINSON resort. All the information on these advantages is available here hier.

    | Nights must be actively collected. You do so by either identifying yourself as a ROBINSON STARS member with your STARS membership number when checking in or by entering your Nights on the ROBINSON STARS portal. Nights are credited after departure.

    | You can find all the information on your ROBINSON trips and Nights in the login area of the ROBINSON STARS portal.

    | There you also have the opportunity to enter missing trips by supplying the appropriate trip or transaction number.

    | Nights may not be transferred to a third person. It is also not permitted to sell, exchange, auction or pass on Nights in any way.

    | Nights collected for the ROBINSON STARS advantage programme are valid for 3 business years and can be entered and used during this period.

    | A business year is from 1 October to 30 September of the following year.

    | Nights falling outside of this period are no longer valid.

    *Due to the COVID-19 situation there will be no status check once on 30.09.2020.

    | Yes, participation in the ROBINSON STARS advantage programme is free.

    | You can update your personal details, such as your address, in the login area of the ROBINSON STARS portal.

    | Yes, you can disable your customer profile at any time via the ROBINSON STARS portal.

    | The ROBINSON STARS advantage programme includes different status levels and corresponding card types.

    | Members with 30–50 Nights accredited to them within the last 3 business years are status level 1 and are awarded the White Card ***.

    | Members with 51–100 Nights accredited to them within the last 3 business years are status level 2 and are awarded the Grey Card ***.

    | Members with over 100 Nights accredited to them within the last 3 business years are status level 3 and are awarded the Black Card ***.

    | A business year is from 1 October to 30 September of the following year.

Please contact us via e-mail (crm@robinson.com).
You can collect Nights from the day you register for the STARS program. The decisive date is the date on which you confirm your registration. Nights prior to this date cannot be retroactively credited.

    Yes, there is a COVID-19 goodwill regulation and a STARS promotion "Book now & score double!"

    My trip was cancelled. Can I still have the nights credited?

    | The ROBINSON STARS benefits programme basically provides that nights have to be collected, i.e. the nights have actually taken place, see conditions of participation 2.2 (https://stars.robinson.com/en/terms). For this reason it is not possible to give credit for cancelled nights.

    Is there a goodwill arrangement for ROBINSON STARS members regarding the annual status check of collected nights due to the COVID-19 situation?

    | Yes, there will be a goodwill arrangement for ROBINSON STARS members. There will be no check of your statuslevel once on 30.09.2020. So you cannot lose your status level due to the COVID-19 situation.

    Who benefits from the goodwill arrangement?

    | The goodwill arrangement applies to all ROBINSON STARS members who have registered before 30.09.2020.

    During what period does the goodwill arrangement apply?

    | The suspension of the status check is an exception for the year 2020.

    When does the next status check come?

    | The next check of your STARS status level will take place on September 30, 2021. You cannot lose your status level until then, you can only upgrade to the next status level.

    What do I need to do as a STARS member to benefit from the goodwill arrangement?

    | The status will be automatically extended for registered STARS members.

    What do I have to do to benefit from the STARS campaign "Book now and score double points?"

    | If you are not yet a STARS member, first register for the ROBINSON STARS program: https://stars.robinson.com/de/registration

    Then simply book a club stay in the travel period 01.11.2020 - 30.04.2021 until 31.08.2020 and you will automatically receive double STARS points for your overnight stays. Overnight stays beyond the travel period between 01.11.20 and 30.04.2021 are excluded from the goodwill arrangement.

    When will the nights be credited twice to my STARS account?

    | Overnight stays will be credited after departure, as usual.

    | The status extension will be done automatically for registered STARS members.