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Encore Movie Rewards - FAQ

  

Basic Questions
Q: What is Encore Movie Rewards?
A: Encore Movie Rewards is a rewards program that allows members to earn points for box office, concession, and Hollywood and Wine Bistro purchases at any Santa Rosa Cinemas theatre. Additionally, members earn special offers and rewards just for being members.
 
Q: How can I join Encore Movie Rewards?
A: Pick up an Encore Movie Rewards card at any participating Santa Rosa Cinema theatre location. Simply fill out the brief online application and start earning rewards. We offer the convenience of online account tracking; you can view your Encore Movie Rewards points by signing in online here
 
Q: What are the benefits to providing a valid email address?
A: Supplying an email address allows us to confirm your account and activate your membership, send you coupons, rewards, special offers and valuable member information tailored just for you. 
 
Q: What are you going to do with my information? Will you share or sell it with anyone outside your company?
A: We do not share your information with or sell your information to third parties.
We will use your information for internal Marketing purposes and to provide you with offers and rewards that make sense for you.
 
Q: Will my Encore Movie Rewards card work at all Santa Rosa Cinema locations?
A: The Encore Movie Rewards card will work at all Santa Rosa Cinemas theatres.
 
Q: Do I receive points for purchasing gift cards?
A: No, points are only earned when redeeming gift cards for tickets, concessions, and Hollywood and Wine transactions.
 
Points
 
Q: How do I accumulate points on my card?
A: Members can earn points from movie ticket purchases, concession purchases, and Hollywood & Wine purchases as well as by participating in special promotions. Members earn 1 point for every dollar spent at the box office for ticket purchases or concession stand on any concession items (no maximum per day). Members also can earn extra credit points on Box Office or Concession purchases during promotions. 
 
Q: How can I keep track of my points?
A: Points earned, and total points balance can be found in several places. 
  1. Printed on the bottom of your receipt 
  2. By signing in online here.
  3. At the Box Office, a cashier will be able to help you view your points. 
Q: Do my points have an expiration date?
A: No, points that you have earned will not expire. 
 
Q: How do I redeem my points?
A: Rewards are printed automatically when you have accrued enough points for each reward. Our system is not a redemption system in which you get to use your points for a reward of your choosing. 
 
Q: How long is my Encore Reward voucher valid.
A: 90 days from the date earned. The expiration date is listed at the bottom of the voucher
 
Q: Can I give my Encore Movie Rewards points to someone else?
A: No, Points are not transferable. 
 
Q: Do I receive points when making online or kiosk ticket purchases?
A: Yes, Members will receive 1 point per dollar spent at ticketing kiosks and online ticket purchases. Points are received when online tickets are redeemed (picked up). Please be sure to provide your Encore Movie Rewards card to the box office cashier or swipe it at the kiosk when prompted. 
 
Q: Do I receive points for the purchase made prior to registering my loyalty rewards card?
A: No, you must provide a registered Encore Movie Rewards card prior to a transaction to receive points for that transaction. You will receive 20 bonus points when you register your Encore Movie Rewards online. 
 
Q: How do I receive my points if I forget to hand my rewards card to the staff member after my purchase has been completed?
A: You must provide a registered Encore Movie Rewards card prior to a transaction to receive any points for that transaction. 
 
Q: Can I add points online or where can I add points on the website if I forgot my card?
A: We currently do not have a way for our guests to add points to their account after a transaction. Points can only be accumulated onsite when an active Encore card is given before the start of each transaction. 
 
Q: Can I provide a phone number or email address to look up my account at the theatre?
A: No, please have a valid card number with you prior to completing transactions.
 
Q: What happens after 900 points have been reached and the last reward on the list has been gained?
A: Points will continue to accumulate, and you will receive a Free Small Popcorn at 975 points. The rewards reset to every 75 points in this order, Small Popcorn, Small Drink, and Free Admission. 
 
Q: What if I forget my card at home? Is there a way to enter it manually so, I still get reward points?
A: Yes, if you provide the 12-digit card number the cashier can enter it manually, before the transaction is completed. 
 
Q: I lost my card, what should I do?
A: Since you already have an active account with us, all you need to do is update your account with the new Encore card number.  Please pick up a new Encore Movie Rewards card from your local theatre. Follow the steps below to update/change information on your account.
  1. Open this link https://www.santarosacinemas.com/loyalty (or Cut and Paste in Your Browser)
  2. Click on “Log into your Account” on the Right of the Page
  3. Enter your Email & Password to Log in
  4. Click on “My Account” Near Top of the Page
  5. Find Your Current Encore Card Number Near the Middle of the Page
  6. Highlight and Delete Current Number
  7. Enter New Encore Card, Review for Accuracy.
  8. Click on “Update” Button When Finished.
  9. Once Complete, Please Log Out and Back into Your Account to Ensure the information has updated.
  10. If you need further assistance, follow this link: loyalty@theatreservices.com (include first & last name/card number/email on the registered account) to email a guest service representative. A representative will respond within 2-3 business days. 
 
Rewards
 
Q: Can I upsize a free concession reward voucher?
A: Yes. See a participating location for details. 
 
Q: Do reward vouchers print at the concession stand?
A: Yes, you will receive your voucher when you cross the point level, either at the concession stand or the box office.
 
Q: Can I redeem my Free Movie Reward online?
A: All Encore Movie Rewards must be redeemed, in person at a Santa Rosa Cinemas location.
 
Q: When I redeem a reward do my points reset?
A: No, the Encore Movie Rewards points continue to accumulate. 
 
Q: How do I receive email offers and discounts?
A: Once you've registered your email address you will receive periodic emails with exclusive offers and discounts. 
 
Q: Can I swap my free concession reward voucher with something other than a popcorn/drink?
A: You cannot swap for other concession items. However, the popcorn/drink reward vouchers are upgradeable to larger sizes for a discounted amount. 
 
Q: Can I use the Free Movie Ticket voucher for a 3D/MX4D/Ultimate Digital Cinema (UDC) feature?
A: Yes, the free movie ticket voucher can be used for a 3D/MX4D/Ultimate Digital Cinema (UDC) admission. There is a surcharge, depending on location. 
 
Q: I have looked at the list of rewards associated with the program. Are there any plans for additional rewards in the future? Free movie nights, popcorn nights, etc.?
A: Yes, The Encore Movie Rewards program is constantly evolving to better suit our loyal guests. You will receive periodic emails with exclusive offers, discounts and extra rewards. 
 
Q: Can I redeem my reward points for cash?
A: No, the Encore Movie Rewards points do not have a cash value. 
 
Troubleshooting
 
Q: Why does it say “Sorry a User Already exists with that email address”?
A: This could be multiple issues; generally, it is that your card has already been registered. Please try to log in to your account using the credentials you entered. If you have further questions, please follow this link loyalty@theatreservices.com to email a guest service representative. A representative will respond within 2-3 business days.
 
Q: I lost my card but cannot register a new card, what should I do?
A: Since you already have an active account with us, all you need to do is update your account with the new Encore card number.  Follow the steps below to update/change information on your account.
  1. Open this link https://www.santarosacinemas.com/loyalty (or Cut and Paste in Your Browser)
  2. Click on “Log into your Account” on the Right of the Page
  3. Enter your Email & Password to Log in
  4. Click on “My Account” Near Top of the Page
  5. Find Your Current Encore Card Number Near the Middle of the Page
  6. Highlight and Delete Current Number
  7. Enter New Encore Card, Review for Accuracy.
  8. Click on “Update” Button When Finished.
  9. Once Complete, Please Log Out and Back into Your Account to Ensure the information has updated.
  10. If you need further assistance, follow this link: loyalty@theatreservices.com (include first & last name/card number/email on the registered account) to email a guest service representative. A representative will respond within 2-3 business days. 
 
Q: My credits are not totaling properly.
A: Please follow this link: loyalty@theatreservices.com to email a guest service representative and you will be contacted within 2-3 business days. 
 
Q: What do I do if I notice a discrepancy with point totals?
A: Please follow this link: loyalty@theatreservices.com to email a guest service representative and you will be contacted within 2-3 business days. 
 
Q: What if I have activated my account but my card is still not working?
A: Please log into your account and verify that your information (Email Address & Encore Card Number) is correct. If you have further questions, follow this link: loyalty@theatreservices.com to email a guest service representative. A representative will respond within 2-3 business days. 
 
Q: What if I lose my Encore Movie Rewards card?
A: Please follow this link: loyalty@theatreservices.com to email a guest service representative. A representative will respond within 2-3 business days. 
 
Q: My Email Address has Changed, How do I Update my Account?
A: Since you already have an active account with us, all you need to do is update your account with the new email address.  Follow the steps below to update/change information on your account.
  1. Open this link https://www.santarosacinemas.com/loyalty (or Cut and Paste in Your Browser)
  2. Click on “Log into your Account” on the Right of the Page
  3. Enter your Email & Password to Log in
  4. Click on “My Account” Near Top of the Page
  5. Find Your Email Address Near the Middle of the Page
  6. Highlight and Delete Current Email Address
  7. Enter Email Address, Review for Accuracy.
  8. Click on “Update” Button When Finished.
  9. Once Complete, Please Log Out and Back into Your Account to Ensure it’s Working Properly
  10. If you need further assistance, follow this link: loyalty@theatreservices.com (include first & last name/card number/email on the registered account) to email a guest service representative. A representative will respond within 2-3 business days. 
Q: Can I get a duplicate Encore Movie Rewards loyalty card for a member?
A: No, we do not offer card duplication, but do encourage all members within the same household, 12 years of age or older to sign up for another card, to get even more rewards.
 
Q: I have multiple cards and would like to combine the points into one account under one card, how can I do that?
A: Please refer to “Programs and Rules” #10.  Guests are not permitted to combine points and or accounts.
 
Q: If I want to register more than one card for other family members but only have one email address, what can I do?
A: Unfortunately, all member must have a valid email account to register for an Encore card.  Email addresses are easy to obtain through any and all search engines.
 
Q: My card is no longer working, what should I do?
A: Please log into your account and verify that your information (Email Address & Encore Card Number) are correct. If you have further questions, follow this link: loyalty@theatreservices.com  (include first & last name/card number/email on the registered account) to email a guest service representative. A representative will respond within 2-3 business days.