Loyalty rewards for returning guests

Give returning guests a reward, like money off or a late checkout, after a set number of stays.

Updated

Loyalty rewards thank guests who keep coming back. Once a guest has stayed with you a set number of times, they get a reward, such as money off, on their next booking. There are no points or cards to manage.

Switching it on

Loyalty is off to start. Switch on Loyalty rewards in Settings › Features, and Loyalty appears in the menu. See Switching features on and off.

Setting up your reward

  1. Go to Loyalty.
  2. Under Set up your reward, choose how many completed stays unlock it in Reward unlocks after (stays). It can be 2 to 20.
  3. Pick a Reward type:
    • Percentage discount, such as 10% off
    • Fixed discount, an amount in pounds off
    • Free extra, such as a bundle of firewood
    • Late checkout
  4. Fill in Reward value: the percentage, the amount, or the name of the perk.
  5. Optionally, write What guests see, such as “10% off your next stay”. Leave it blank and PootlrHost words it for you.
  6. Add any Notes for you, then tap Save loyalty settings.

The box at the top, What guests are offered now, shows the reward as guests will see it.

What counts as a stay

A stay counts once it has ended. Cancelled bookings, no-shows and requests you never confirmed don’t count. Stays you imported from before you used PootlrHost count too, until the guest’s first reward. Guests are recognised by the email they book with.

What happens when a guest qualifies

  • When a guest who has earned the reward types their email on your booking page, they’re told about it, and money off is taken off the price automatically.
  • If an offer or promo code would save them more, they get that instead and keep the reward for next time. See Offers and promo codes.
  • A free extra or late checkout doesn’t change the price. It shows on their booking for you to give them.
  • Each reward is used once, then the count starts again. If the booking that used it is cancelled, the reward is given back.

Guests can see their progress on Your stays on your website: how many more stays they need, or that they’ve earned the reward.

Who qualifies

Who qualifies lists your guests with the most stays, how many count towards the reward, and either Eligible or how many they have to go. Once you have a returning guest, the totals at the top show Returning guests, Eligible now and Upcoming eligible stays. Rewards also show on each guest in Guests.

Good to know

  • Bookings you add yourself get the reward too, when you put in the guest’s email.
  • A money-off reward with no amount set isn’t offered to anyone. Until you set one, Loyalty says so at the top and no one shows as Eligible.
  • Switching Loyalty rewards off stops new rewards being given. Your settings are kept.