Frequently Asked Questions
1. What are the minimum qualification criteria for each tier?
The Storytellers by Mitsis loyalty programme consists of four membership tiers: Learner, Author, Poet & Mentor.
The minimum tier qualification requirements, are as follows:
- Learner – granted upon registration
- Author – 15 Eligible nights or 30,000 Tier points, whichever occurs first.
- Poet – 45 Eligible nights or 65,000 Tier points, whichever occurs first.
- Mentor – 75 Eligible nights or 100,000 Tier points, whichever occurs first.
For more details, please refer to Clause 15 at https://www.mitsis.com/en/storytellers-terms-of-use
2. Who can become a member?
To become a Member, you must be over 18 years old and have an e-mail address.
3. How can I join Storytellers by Mitsis?
You may join the loyalty programme online at https://www.mitsis.com/en/storytellers by clicking the Join now button and completing the registration form accurately, or by signing in with your Google or Apple account. To activate your membership and access your account, you need to verify the email address provided during registration, within forty-eight (48) hours of receiving the verification email.
4. Can I only join during my stay?
You may join the Storytellers by Mitsis loyalty programme online whenever you wish! Please note that you must become a Member before or during your stay, and always before check-out, to collect the Qualifying nights and the Base and Tier points for that visit.
5. How can I log into my Storytellers by Mitsis account?
To log into your account, visit https://mitsis.com/en/storytellers/login and sign in using your credentials (email and password) or your Google/Apple account.
6. How can I check my account?
You may visit https://www.mitsis.com/en/storytellers and log in to your account. Once logged in, go to the ‘Overview’ page to view your point balance, your tier, your Storytellers by Mitsis membership card as well as the summary of your benefits.
7. What is the difference between Base and Tier points shown on the 'Overview' page and how are Eligible/Qualifying nights defined?
‘Base points’ refer to the total number of points available for redemption, which may be used for free stays or Concierge services.
‘Tier points’ refer to the total number of awarded points that determine a Member’s tier status and are not affected when the member proceeds to redemptions.
‘Eligible/Qualifying nights’ refer to the total number of paid nights spent in our loyalty-participating hotels during a single eligible stay that determine a Member’s tier status.
8. How can I update my personal information or contact details on my account?
To update your own ‘Profile’ settings such as Mobile, Full Address, Date of birth and Citizenship, directly in the Storytellers’ Hub, by visiting the ‘My Account’ page after logging in at https://mitsis.com/en/storytellers/login with your Storytellers credentials (email and password).
For any changes in your name or email address provided under the Storytellers by Mitsis loyalty programme, please submit the form available through the Contact Center/Loyalty Programme/Account support link (https://www.mitsis.com/en/contact-center).
9. Where can I view my loyalty account activity?
After logging into your account, navigate to the ‘My Activity’ page to review your activity history, past transactions, and future hotel reservations. Please allow 24 hours for the system to reflect your most recent transactions on the activity table.
10. Can I receive my membership physical card?
As part of our ongoing commitment to sustainability and reducing our environmental footprint, Storytellers by Mitsis has transitioned to a fully digital membership card. As a result, physical membership cards will no longer be issued for any membership tier.
You can easily view your personalized digital card by logging in to your Storytellers by Mitsis account and visiting the ‘Overview’ page, where your digital membership card and account details are available.
For your convenience, you may also save your card on your mobile device, so it is always easy to access whenever you need it during your stay.
11. I have more than one Storytellers by Mitsis membership accounts under my name. What should I do?
You may contact us directly via the designated Contact Center/Loyalty Programme/Account support form https://www.mitsis.com/en/contact-center, in order to make sure you will only have one correct account under your name.
12. Does my Storytellers by Mitsis membership account expire?
Under the new Terms of Use (effective June 15th 2026), your membership may become inactive and eventually deactivated if there is no eligible (point-earning) stay registered on your Storytellers account within a specified period.
If you hold the tier of Learner, Author, or Poet and you have no "Point Collection for stay" registered on your Storytellers account during a 3-year (36-month) period, or if you hold the tier of Mentor and you have no "Point Collection for stay" registered during a 4-year (48-month) period, your account will become inactive and your base points will not be redeemable unless you first complete a new eligible (point-earning) stay.
If you hold the tier of Learner, Author, or Poet and no "Point Collection for stay" is registered during a 4-year period, or if you hold the tier of Mentor and you have no "Point Collection for stay" registered during a 5-year period your account will be set for deactivation during the second week of December of the calendar year in which such period expires. Completing a new eligible points-earning stay before the second week of December of the specified calendar year, will reactivate your account and reset your inactivity “clock” to zero. Otherwise, your account will be permanently deactivated and you will need to enroll again in the programme.
If you believe that an eligible stay from the past 12 months is missing from your account, please complete the Loyalty Programme / Claim Missing Points form available at: https://www.mitsis.com/en/contact-center
13. What should I do to avoid inactivity / deactivation and keep my membership?
To keep your membership alive, simply complete one eligible (point-earning) stay before your account reaches inactivity (within 3–4 years, depending on your tier). You must be the lead guest on the reservation and physically stay at the hotel.
14. How do I collect points and Qualifying nights?
Base and Tier points are collected from the eligible hotel stays, Concierge services, food and beverage expenses, and any additional charges that are billed directly to the room. Qualifying Nights are collected exclusively through eligible hotel stays.
15. How can I collect points and Qualifying nights from hotel stays?
You can collect Base and Tier points from hotel stays in two ways, depending on how you book:
a) Guests who choose to book their stay directly with us at https://www.mitsis.com unlock our most rewarding point accelerator system. They collect Base and Tier points according to their tier and the net amount spent in euros (excluding VAT & taxes).
b) For guests who choose to book their stay through partners and travel agencies, they collect Base and Tier points per night spent with us based on the hotel category and season, regardless of the amount spent.
Qualifying nights are awarded based on the total number of paid nights spent in our loyalty-participating hotels during a single eligible stay regardless of the booking type.
For more details related to the loyalty programme’s point and nights accrual rules, please refer to Clause 18 of the Terms of Use (https://www.mitsis.com/en/storytellers-terms-of-use).
16. How do I ensure I collect points and Qualifying nights from hotel stays?
You simply need to inform the hotel either before or during your stay that you are a Storytellers Member, and the points and qualifying nights will be added to your account within one day after your departure. Members are required to make their hotel reservation under the same name & email used to join the Storytellers by Mitsis loyalty programme. We recommend checking your account and contacting us within 12 months of your latest stay in case you believe corrections are required. To send us a request for corrections contact us via the designated Contact Center/Loyalty Programme/Claim missing points form at https://www.mitsis.com/en/contact-center. Please note that any claims for missing points and qualifying nights after 12 months of check-out, will not be processed.
17. Who collects the points and Qualifying nights during the stay?
Points and qualifying nights per eligible stay (meaning a stay that awards Qualifying nights, Base and Tier points, in accordance with the loyalty programme’s point and nights accrual rules, as set out in Clause 18 of the Terms of Use (https://www.mitsis.com/en/storytellers-terms-of-use), are collected by the cardholder named on the reservation, unless otherwise indicated during check-in. Points and qualifying nights are credited for a maximum of one (1) room per stay, per Member, unless the Member has booked a second room occupied by his or her under eighteen (18) years of age dependent children, in which case points and nights may also be collected for that room, subject to verification by the hotel.
18. I am staying in the same room with another Member of the Storytellers by Mitsis. Can we both collect points and qualifying nights?
No, only one Member may accrue a room's points and qualifying nights. The Member that made the reservation collects them, unless indicated otherwise during check-in. For more details, please refer to Clause 18.6 of the Terms of Use (https://www.mitsis.com/en/storytellers-terms-of-use).
19. I visited a Mitsis hotel while being a Member, but my points or/and my qualifying nights have not been updated. What should I do?
If you are missing points or/and qualifying nights from a stay, contact us via the designated Contact Center/Loyalty Programme/Claim missing points form at https://www.mitsis.com/en/contact-center. Ensure that the stay you are claiming points or/and my qualifying nights for was completed within the last 12 months to be eligible for this request. Please note that any claims for missing points after the 12 months of check-out, will not be processed.
20. When will my points and qualifying nights be credited to my account?
Your account will be updated 1 day following your departure. Please allow 24 hours for the system to reflect your most recent transactions on your account’s activity table. We suggest that you check your account and contact us via the designated Contact Center/Loyalty Programme/Claim missing points form at (https://www.mitsis.com/en/contact-center). Please submit your request within 12 months of your latest stay, in case you believe corrections are needed. Please note that any claims for missing points after 12 months of check-out, will not be processed.
21. I have visited Mitsis hotels and resorts in the past. Can I collect points and qualifying nights for previous stays, when I was not a Member?
No, your account cannot be updated with points for stays and nights that took place prior to your registration.
22. Can I collect points and qualifying nights for multiple rooms booked under my name?
Members can collect points and qualifying nights for only one room per stay, even when multiple rooms are booked under their name. The sole exception is when a second room is occupied by the Member’s children under the age of 18—in that case, the Member may also collect points and qualifying nights for that second room. Members may submit their request after check-out through our Contact Center by selecting Loyalty/Claim Missing Points at https://www.mitsis.com/en/contact-center or via the “Claim Missing Points” form in the My Activity tab of their Storytellers by Mitsis account.
23. How do I ensure I collect points from Concierge services?
Book your service online via the Concierge platform (https://www.mitsis.com/en/concierge), or visit the Concierge desk at the hotel and provide your room number or reservation ID when requested. To earn points for Concierge services, ensure these are billed directly to your room at the time of payment. To link your booking to your account, submit your request through our Contact Center by selecting Loyalty/Account Support (https://www.mitsis.com/en/contact-center).
24. Can I collect points from a service paid at a Mitsis hotel, while staying at another Mitsis hotel?
No, you can only collect points from services at the hotel that you are currently in house.
25. I booked a spa treatment directly at the spa premises, but I did not get any points for that. Why?
You can only collect points from services that you booked either via the Concierge platform, (ensuring you log in as a Storytellers Member when prompted by the system) or through the Concierge desk at the hotel, provided that all charges are billed to your room at the time of payment.
26. How can I redeem my Base points?
Log into your account and click the ‘Redeem’ option in the top navigation bar. Then, choose either “Redeem for Stays” or “Redeem for Services.” Alternatively, go to the left-hand menu on the “Redeem” page and click the respective link for stays or for services. You can also use the Redemption Planner for Stays or Services, on the ‘Redeem’ page, to explore all available redemption options.
For services, you may also access the Concierge platform (https://www.mitsis.com/en/concierge) directly. After selecting your preferred service, log in with your Storytellers credentials to view your available Base Points and complete your redemption.
Redemptions limitations: 1) Discount benefits apply exclusively to payable services and are not valid for services booked through point redemption. 2) Room upgrades are excluded from redemptions.
27. After redeeming my Base points, will I be downgraded?
No, redeeming your Base points will not affect your tier. Your tier is determined by Tier points—the total number of awarded points that define your membership tier—which remain unchanged. Only Base points, which are used for free stays or Concierge services, are deducted. Therefore, your tier status stays the same after redemption.
28. I made a hotel room night reservation and paid with Base points, but I want to cancel it. Is it possible?
Yes, you may cancel a holiday you booked and paid for with Βase points. To do so, click on the booking confirmation number in the email you received, then select the “Cancel” link. Please note that penalties may apply for cancellations made outside the permitted cancellation window, as defined in the respective booking terms (time constraints vary per hotel) or in case of non-show the redeemed points may be forfeited in whole or in part. Reservations made with Base points are not subject to modifications. If you wish to modify your reservation, please cancel the existing and proceed with a new one.
29. Why do I need more Base points than last year to redeem on free nights at the same hotel?
The Storytellers by Mitsis loyalty programme operates on a dynamic points system aligned with real-time room rates, and is subject to applicable blackout dates, seasonal pricing and therefore Βase points needed for hotel stays redemption vary throughout the year. As a result, you may need more Βase points than last year to redeem for free nights within the same hotel, depending on various factors.
30. I want to redeem my Base points for a two-night stay, but my available points are only sufficient for 1 night. How can I proceed with that booking?
Base points can be redeemed for the nights your balance fully covers. Combining points and euros is not available, so you could book the first night with points and pay for the second night separately. To proceed, log in to your account and select "Redeem for Stays" to book the one night for which your points suffice. For additional nights, you must make a separate reservation and pay in euros, by following the next steps: 1) make a separate reservation for the remaining nights by following the regular booking process and paying accordingly, when your booking is only for accommodation, 2) in the case of booking via the Hotel & Flight option, ensure that you click on "I need to stay at Mitsis Hotels for only part of my trip" to choose the dates for accommodation and flight, separately.
31. How do I ensure I receive my benefits?
To enjoy your membership benefits, please ensure that your hotel reservation and check-in are made under the same name and email address used to join the Storytellers by Mitsis loyalty programme. Your reservation must be visible in your account. If your reservation is not visible, you can request to link your booking by contacting us via the Contact Center/Loyalty Programme/Account support form (https://www.mitsis.com/en/contact-center)
32. I did not get all the benefits during my stay. Why?
Please note that you can only access the benefits available to your tier and the Hotel brand of your stay. Also, some benefits are subject to availability and cannot be confirmed in advance. You may contact the hotel's Guest Relations for further assistance during your stay.
33. I made a reservation for my family/friends without me staying at the hotel. Can my family/guests use my Storytellers benefits?
No, the Storytellers benefits are exclusively available to the cardholder, one adult beneficiary (staying in the same room), and the cardholder’s children under 18 years of age. All must be staying at the hotel during an eligible stay. Benefits cannot be transferred or extended to others if the cardholder is not present.
34. I am entitled to a discount-related benefit, based on my tier. Will I collect points from that service?
No, you cannot collect points from services that are provided with a discount, as a tier benefit. You will collect points only on the payable amount of the service. The discounted portion, provided as a tier benefit, is excluded from point accrual.
35. I have a special request regarding my upcoming stay, whom should I contact?
You may contact the hotel you are visiting with any wishes you may have. Also, remember to fill in the Preferences tab in your membership account, so we will always know what you like the most. Please keep in mind that we always try to fulfill your requests, however they cannot be considered as confirmed.
36. I still have questions about the Storytellers by Mitsis programme and my account. What should I do?
Don't worry, we are here for you. You may contact us via the designated Contact Center/Loyalty Programme/Account support form here: https://www.mitsis.com/en/contact-center