Give guests loyalty points on hotel stays

Let a hotel stay earn loyalty points at your programme's rate when the guest checks out and their own folio is settled, and see or take back the points on the reservation.

A guest can earn loyalty points on a hotel stay, the same points they earn at your tills. Points are added once the guest has checked out and paid their own bill, and taken back if that bill is reversed.

Before you begin

• A Points loyalty programme is active for the hotel's branch. See Loyalty.
• The stay's main guest has a guest profile (a customer record). Points go to that customer.
• Taking points back or adding them by hand needs Manage Folio (owner / flags) or Re-open & Correct a Closed Folio (after check-out). See Users & Roles.

Where to find it

Open Hotel → Setup → Property Settings and find the Guest online account card.

Switch on points on stays

1. Open Hotel → Setup → Property Settings.
2. On Guest online account, tick Guests earn loyalty points on stays.
3. Click Save Changes.

The switch is off until you turn it on. It cannot be ticked until a points programme exists; the card then says to set one up first.

When a stay earns points

Points are added when all of this is true:

• The guest has checked out.
• Every folio the guest owns on the booking is settled.
• The guest paid for the stay.

The points are worked out like a till sale. The amount is what the guest paid on their own settled folios, tax and service charge included. It is multiplied by the programme's Points per 100 spent and the guest's tier multiplier. For example, a guest who paid Rs 25,000 at 1 point per Rs 100 earns 250 points.

A stay earns points only once, however often the folio is opened and closed.

Stays that never earn points

• Complimentary and house-use stays, and complimentary folios.
• Stays billed to a company, and any folio a company or another person owns.
• Bookings sold by a travel site or a travel agent.
• Bookings with the rate hidden on the registration card.
• Cancelled bookings and no-shows, and stays where the guest paid nothing.
• A balance sent to the city ledger earns nothing.

When points are taken back

Points come off the guest's balance when the stay stops qualifying:

• The folio settlement is reversed with Reverse Settlement.
• The check-out is undone.
• What the guest paid is refunded.

The balance never goes below zero. Points the guest has already used stay used, and the reservation says how many could be taken back. When the folio is settled again, the stay earns again on the new figures.

See the points on a reservation

Open the booking. Under Loyalty points you see, for example, This stay earned 250 points for the guest., or why it has none yet, such as The guest's folio is not settled.

• Reverse points takes the points back by hand, for example when you agreed a refund at the desk. Type a reason of at least 5 characters.
• Add points now works the points out again for a stay that qualifies but holds none, for example after you reversed them by mistake.

What the guest sees

When the Bookings card of the customer portal is on, the guest's booking shows You will earn about 250 points when you check out, and You earned 250 points on this stay afterwards. With the Rewards card on, the stay shows in their points history as Stay at your hotel. See Let guests see, pay and cancel their bookings online.

What happens in the books

Nothing is posted. Points are kept on the customer's loyalty balance, with the booking number as the reference, exactly as at the till. To let guests spend their points on a bill, see Use a guest's loyalty points on their bill.

Common questions

A guest checked out but has no points. Their folio is not settled yet, or the stay is company-paid, complimentary or from a travel site. Open the booking and read the line under Loyalty points.

The checkbox is greyed out. No points programme exists yet. Set one up on Loyalty.

Do old stays earn points when I switch this on? Only stays that are checked out and settled after you switch it on earn by themselves. For an earlier stay that qualifies, open it and click Add points now.

Which programme is used when I have more than one? The one the till at that branch would use: the branch's own programme before an all-branches one.