Hong Kong, 30 April 2025 — Mandarin Oriental Hotel Group has announced the launch of an enhanced guest recognition programme and a new, industry-leading mobile app. These initiatives signal a new era of personalized recognition, elevated guest experiences and seamless digital connectivity. Together, they represent a significant leap forward in the use of technology and data to enhance the guest experience across the Group’s global portfolio.
Highlights include:
- A bespoke programme featuring invite-only communities with fully localized delivery
- Member recognition and acknowledgement of all member spend during hotel, dining and spa visits
- Priority access to exclusive Mandarin Oriental experiences, events and in-house colleague talent
- A unique Mandarin Oriental App, providing seamless digital access to bookings, travel and itinerary planning, personalised in-stay requests and local concierge support
Fans of M.O. – A reimagined programme for a new generation of guests
Created in consultation with members around the world, the new Fans of M.O. guest recognition programme has been re-designed to reflect the needs of today’s luxury traveller. Uniquely structured, without points or publicized tier progression, the programme offers members a greater connection to the brand through invitation-only communities that unlock richer privileges, surprise moments of recognition and deeper access to the best of Mandarin Oriental’s legendary in-house service.
Inspired by the materials traditionally used in fan-making across Asia, the new Fans of M.O. invitation-only communities include Fans of M.O. Silk for more regular returning guests and Fans of M.O. Pearl for the brand’s most loyal followers. The entry-level ‘Fan of M.O.’ tier remains in place. Each of these exclusive communities offers members increased access to crafted privileges, personalised milestones, and immersive culinary and wellness experiences delivered by Mandarin Oriental’s renowned colleagues who are true masters of craft.
Members are recognised across all of their activity with the Group, whether during a hotel stay, or brand engagements ranging from dining to spa visits – ensuring every interaction contributes meaningfully to their progression in the programme.
Alex Schellenberger, Chief Brand and Marketing Officer at Mandarin Oriental, commented:
“This programme is about redefining recognition in the luxury space – not through points and redemptions, but through forging a closer connection with members that allows us to truly personalise what recognition means for them. We listened to our members and we designed a programme they can call their own – one that is based on access, prioritisation and genuinely exclusive privileges and experiences. The introduction of the new invitation-only communities allows us to bring these members even closer to our masters of craft, legendary wellness practitioners, and other talent across Mandarin Oriental."
Introducing the Mandarin Oriental App – A digital companion for seamless, personalised travel
Complementing the new Fans of M.O. programme is the launch of the M.O. App, setting a new benchmark in digital luxury. Available in 17 languages for iOS and Android, the app includes a wide range of features designed to support the full guest journey – from travel and cultural inspiration, to booking rooms, spas and restaurants, to itinerary building, in-stay experience management and post-departure connection.
Kristin Ruble, Chief Commercial Officer at Mandarin Oriental commented: “The Mandarin Oriental App redefines digital luxury, providing a personalised travel companion that places the entire world of Mandarin Oriental in the palm of your hand. Fully integrated with the revamped Fans of M.O. programme, the App has been designed to seamlessly deliver digital self-service and inspiration while facilitating a more personal and more tailored in-person experience with any visit."
The App is available for all guests to explore Mandarin Oriental, with the full suite of Digital Companion features reserved for logged-in members of Fans of M.O.
Key App features for Fans of M.O. members include:
- Streamlined hotel bookings
- Real-time itinerary built with local insights and recommendations from our experienced concierge teams
- In-App chat connecting guests with the global Mandarin Oriental portfolio facilitating instant service support
- Spa, dining and experience reservations with inclusion in members personal digital itineraries
- Fans of M.O. member privileges, preferences and personal profile access
- The ability to digitally access and order services while in-house including in-room dining, service requests and streamlined digital check-in.
Behind the scenes, a new colleague app, powered by the same platform housing the guest app, equips guest-facing colleagues with a complete, real-time view of guest profiles and preferences, enhancing service delivery and customising experiences across service touchpoints from in-room offerings to dining and spa.
These launches are part of a comprehensive guest experience uplift that has been more than two years in development, in close consultation with guests from around the world. Custom built technology and a new data platform has allowed the Group to consolidate guest data and individual transactions that were previously isolated in siloed systems. By providing a complete view of each guest, spanning hotel stays, dining, spa and other interactions, Mandarin Oriental is empowered to deliver even greater seamless, consistent and personalised service.
