Loyalty Program
Requires the Loyalty module.
The Loyalty Program rewards repeat guests with points ("tier balance") that build up towards named tiers.
Program settings and tiers
Loyalty program settings
Who can access this: Requires the Customers permission and the Loyalty module.
| Field | What it does |
|---|---|
| Name / Status | The program's display name, and whether it's active |
| Currency name | What the points are called (shown everywhere balances appear) |
| Conversion rate to points | How much of a booking's spend turns into points |
| Points validity | How long earned points stay valid before expiring |
| Only direct bookings | Excludes agency/OTA bookings from earning points |
| Registration/Login allowed | Whether guests can sign themselves up, or log into the Club, without staff creating the profile first |
| Mail templates | Welcome, status, tier-upgrade, and tier-downgrade emails, plus an optional snippet prepended/appended to every loyalty mail |
Use Send mail (test) to preview any of those templates against a real customer before relying on the automatic sends.
A few more settings fine-tune how points accrue: which payment types (Direct / On-Site) and cost types (room, add-ons, products, specials, and so on) count toward earning, Add points from bookings not older than (a cut-off so historic stays can seed a balance), the mail account loyalty mails are sent from, and Dry Run Mode for mails (logs the sends without actually emailing, while you test).
Each tier has a name, a points threshold ("reached after"), its own optional conversion rate, how long a guest keeps the tier after dropping below the threshold ("keep level"), its own points validity, a colour (used in badges and the Club header), and a Manual assignment only switch — turn it on for a tier that staff must assign by hand rather than one guests earn into automatically.
A customer's Loyalty Program tab
Open a customer and go to their Loyalty Program tab to see the balance, tier, join date, and communication preferences, and to:
- Add points manually (date, description, amount, due/expiry date).
- Release or Redeem a pending points entry, or delete one (admin only).
- Set Tier Level to move the guest between tiers by hand.
- Activate or deactivate their loyalty membership.
At the top, a coloured balance card shows the tier name, member number, and points, alongside the membership status, joined date, and Tier Level reached date. Four communication switches — which the guest can also control in the Club — cover regular status updates, warnings before points expire, level-change notices, and commercial loyalty emails. The points history lists each entry's date, reference, value, and status: active (counting toward the tier), released, or redeemed. Release cancels a pending entry, redeem spends part or all of it, and admins can delete an entry outright.
The loyalty card
A quick, read-only lookup for staff — scan a member's card or open their link and see their tier, member number, balance, join date, and last stay in one glance.
Loyalty card lookup
Who can access this: Requires the Customers permission and the CRM module.