Understand loyalty points

Loyalty points can come from eligible stays, products, packages, signup bonuses, first-booking bonuses, and referrals. The program settings decide the rates and bonus amounts.

Eligible booking value

Eligible value includes room, product, and package charges after discounts. It does not include taxes, payments, or refunds.

OTA bookings and imported bookings do not earn points. Staff-entered bookings earn only when Award points on staff bookings is enabled.

When pending points become available

Stay points first appear as pending. They become available only after all of these are true:

1. The booking is eligible and has not been canceled.
2. The guest is an active loyalty member.
3. The stay is checked out.
4. The scheduled checkout date has arrived.
5. The booking is paid in full.

Checking a guest out early does not release points before the scheduled checkout date. Changes, cancellations, and refunds can reduce or reverse points.

Product point multipliers

Products normally use the booking's earn rate. A product type can change that result:

• 1 uses the standard rate.
• 2 awards double points.
• 0 excludes products of that type.

Managers configure these values under Settings → Product Types.

Point expiration

Available points expire according to the program's expiration setting. Review recent activity when a guest asks why a balance changed.