Hospitality loyalty that turns stays into relationships.
Guest recognition, stay-based earning and property-spanning rewards for hotel groups — direct-booking economics included, on one guest record across every brand and property.
- Model the programme
- Connect the estate
- Parallel run
- Property by property
- Operate and optimise
A hotel group’s best guest checks in at a property that has never heard of her.
She stayed forty nights last year across three brands, but each brand runs its own PMS, the loyalty programme sits in a fourth system, and the front desk sees a name and a rate code. Meanwhile the booking came through an OTA at a commission the group would rather have spent on the guest.
Loyalty & Retention for hospitality is the engine configured for that problem. One guest identity across brands and properties, matched against PMS profiles. Earning on nights, folio spend, food and beverage and spa. Recognition tiers whose benefits cost little and matter much. Member rates and perks designed to shift share from OTAs to your own channel — with the economics tracked honestly against a baseline captured before launch. And an arrival-day flow that tells the front desk what this guest values before she reaches it.
The platform is engineered for hotel operations: check-in lookups cannot be slow and campaigns cannot crash the booking flow, so member lookup is held to a latency budget at the desk and the availability target across booking peaks is agreed with you according to your needs.
Six modules, configured for hotel-group economics.
Every module reads and writes the same guest ledger, so a night earned in one brand, a benefit used in another and a partner mile burned elsewhere are one record — visible to the front desk, to marketing and to finance.
Stay & spend earning
Nights, folio spend, F&B and spa — accrual across every touchpoint of a stay. Folio lines post from the PMS at checkout with the rate code, outlet and property attached, so earn rules can reward the eligible spend and exclude what the programme should not pay for.
Recognition tiers
Benefits that cost little and matter much — upgrades, late checkout, preferences that follow the guest. Tier ladders are versioned configuration per brand or across the group, with soft landings and status extensions as settings.
Direct-booking engine
Member rates and perks designed to shift share from OTAs to your own channel — economics tracked honestly. Member-rate uptake, channel mix and repeat-stay rates report against a pre-launch baseline, so the programme’s job is measurable.
Multi-property identity
One guest across brands and properties, with PMS integration patterns. Profiles are matched and merged with confidence scores and a review queue, and the golden record syncs back to each property’s PMS.
Partner currency
Airline and card partnerships with clean settlement — earn here, burn there. Each partner has its own rates, caps and settlement calendar; the ledger records every partner movement with the rate that applied, so month-end netting is a report.
Moment personalisation
Arrival-day flows: the platform tells the front desk what this guest values. Preferences, tier, recent stays and open service issues are assembled into a brief before arrival and surfaced in the PMS or on a tablet at the desk.
What it does, in detail.
One guest, every brand, every property.
Cross-property loyalty fails on identity before it fails on anything else. Each property’s PMS holds its own profile for the same guest — different spellings, different email, a loyalty number typed into the wrong field. The engine matches profiles across properties on a confidence score, merges the clear cases automatically, queues the uncertain ones for a human, and writes a single golden record back to every PMS. From then on a stay at any property posts to one ledger, and the front desk at a brand the guest has never visited sees the forty nights she stayed elsewhere.
- Profile matching across PMS estates with confidence scores and a merge-review queue
- Golden record synced back to each property’s PMS, not held in a silo
- Member lookup held to a latency budget at check-in, because the desk cannot wait
Earning that follows the folio, not just the room rate.
A guest who spends more in the restaurant and spa than on the room is a better guest than the rate code suggests. Folio lines post from the PMS at checkout with property, outlet and rate code attached, and earn rules read all of them: full earn on eligible room revenue, a different rate for F&B and spa, nothing on taxes, third-party charges or a non-eligible package. Nights and stays count toward tier qualification separately from points, so a frequent short-stay guest and a long-stay guest are both recognised for what they actually do.
- Earn rules by property, brand, outlet, rate code and package — configuration with a version history
- Nights, stays and eligible spend tracked separately for tier qualification
- Folio corrections and no-shows reversed with a linked movement, not a manual adjustment
Direct-booking economics, measured against a baseline.
The programme’s job is measurable: shift bookings direct. Member rates, perks for booking on your own channel and tier benefits that only apply to direct stays are all configuration. What matters is whether they work, and the engine reports channel mix, member-rate uptake and repeat-stay rate against the baseline captured before launch — by brand, property and segment. Where a promotion is tested, a holdout answers whether the shift was the offer or the season.
- Member rates and direct-only perks as configuration, per brand and property
- Channel mix, member-rate uptake and repeat-stay rate against the pre-launch baseline
- Holdouts on promotions so the uplift is the programme’s, not the season’s
The front desk knows before the guest arrives.
Recognition is a moment, and the moment is arrival. Before arrival, the engine assembles a brief for every arriving member: tier, stays this year across the group, room and pillow preferences, the restaurant they booked last time, and any open service issue from a previous stay. The brief lands in the PMS arrival list or on a tablet at the desk. The upgrade, the late checkout and the welcome note are then decisions the desk makes with information, not guesses — and each benefit used is recorded on the guest ledger with its cost.
- Arrival brief assembled from the guest record and recent stays across properties
- Benefits used at the desk recorded against the guest with cost, for finance and for the next brief
- Open service issues from any property visible before the guest mentions them
One programme, four seats.
Change the programme without a project.
Tiers, earn rules, member rates, partner rates and campaigns are edited, simulated and scheduled in the console. Every change is versioned and attributable. Campaigns are built from segments the models maintain — lapsed guests, guests one stay from the next tier, guests who only book through OTAs — with budgets and holdouts enforced by the engine.
- Simulate a tier or earn change on last year’s stays
- Segments for lapsed, near-tier and OTA-only guests
- Uplift versus holdout on every campaign
Recognition the desk can act on.
The arrival brief, member lookup and benefit redemption are built for the desk: lookups held to a latency budget, a view that fits a tablet, and benefits that record themselves when applied. Property managers see their members’ stays, benefits used and their cost, and the service issues that need a word at breakfast.
- Arrival brief in the PMS arrival list or on a tablet
- Benefit application with cost recorded automatically
- Property-level view of member stays and open issues
Liability and partner settlement from the ledger.
Every point, benefit and partner movement carries its rule version, property and cost basis. Points liability by brand and expiry bucket, benefit cost by property, and partner settlement statements are reports over the ledger — so the quarter closes from the system and inter-property recharges are a report rather than a negotiation.
- Liability by brand, property and expiry bucket
- Benefit cost per property for inter-company recharge
- Settlement statements per airline and card partner
PMS integration through governed contracts.
Property management systems differ by property and by decade. The engine integrates through governed contracts — profile sync, reservation and folio events, arrival lists — with integration patterns for PMS estates, plus a sandbox tenant that replays your real booking traffic before any property goes live.
- Profile, reservation and folio events through versioned contracts
- Central reservation and booking-engine integration for member rates
- Runbooks, SLOs and dashboards shared with your IT operations
Where it sits in a hotel-group estate.
What ships in the box, and what is configured per group.
Patterns for hospitality estates.
Property management systems
Profile sync, reservation and folio events, arrival lists — per property, through governed contracts
Central reservations & booking engine
Member rates, direct-only perks and channel attribution on every booking
POS · F&B and spa
Outlet spend posted to the guest record whether or not it hits the folio
Airline & card partners
Earn and burn with per-partner rates, caps and settlement statements
Marketing platforms
Segment sync and campaign delivery via email, push and SMS with consent enforced
Guest-experience & service tools
Open issues and preferences exchanged both ways for the arrival brief
Identity
Guest identity across brand sites and app
Data warehouse & BI
Ledger events exported to Snowflake, BigQuery or your lakehouse; Power BI models
Configured to your group, property by property.
Model the programme
Brands, tier ladders, earn rules by outlet and rate code, member rates and partner terms configured against your current programme. The direct-booking baseline is captured now, before anything changes.
Connect the estate
PMS, central reservations, booking engine and POS feeds flow into a sandbox tenant through governed contracts. Guest profiles are matched across properties and the merge queue is worked with your team.
Parallel run
The engine shadows the legacy programme on live stays until balances and tier outcomes match, exception by exception. Members, balances and history migrate with reconciliation.
Property by property
Pilot properties first, then brands, with the arrival brief switched on as each desk is trained. Every step reversible, every rollback rehearsed, with the cutover designed to avoid a programme freeze.
Operate and optimise
Lapsed-guest and near-tier models, campaign measurement and direct-share reporting run at a rhythm agreed with your loyalty team; the platform is operated to SLOs and incident cover agreed with you according to your needs.
Frequently asked questions
One engine, five verticals.
See it on your own data.
A guided demo with an engineer who operates the platform — configured toward your programme, not a canned deck.