Hotel Loyalty is No Longer Just Points for Nights
675 MILLION
Loyalty Members across flagship programs in 2024, growing +14.5% YoY (double the pace of room supply growth)
52.8%
Of Room Nights booked by loyalty members in 2024, up 2 ppt YoY
68%
Of Travelers stay loyal when hotels deliver standout, personalized experiences (rising to 83% for Gen Z, 71% for affluent guests)
01
Cross-System Integration
Hotel loyalty programs must connect across thousands of gaming machines, hundreds of tables, dozens of outlets, spas, retail, and entertainment venues—spanning multiple hotel towers.
MGM Grand Las Vegas
Slot Machines
~2,500
Table Games
140
Restaurants
17
Bars & Venus
Multiple
Caesars Palace
Slot Machines
~1,300
Table Games
170
Restaurants
14+
Bars & Venus
The Forum Shops
Why It Matters
Without real-time connections between systems, you’re flying blind—missing critical spend signals, delaying engagement, and leaving massive revenue on the table. True loyalty starts when everything is connected.
02
Selectable Rewards Benefits
Not every guest wants the same perk. Selectable benefits let guests choose rewards that matter to them, creating personal relevance from the moment they arrive.
Beer tab
Casual guests may prefer drink credits for the bar
Spa Credit
Relaxation-focused visitors choose wellness perks
Gaming Credits
Gamblers want to redeem points at the tables
“43% of U.S. consumers say the most important part of personalization is having multiple ways to redeem points”
Why It Matters
Without this level of choice, programs stay one-dimensional. Letting guests pick their own rewards drives deeper engagement and ensures every interaction feels custom-built to their preferences.
03
Real-Time Personalization
Hotel loyalty has a narrow window to make an impact—the guest is only on property for a short time. That’s your moment to drive spend, surprise them, or pull them deeper into the experience.
Free Drink After Cashing Out
Trigger offers at the right moment
Spa Upgrade After Big Night
Surprise guests based on their activity
17%
More upgrades with automated upsell platforms
49%
Of guests opt in when messages are immediate
Why It Matters
Without real-time personalization, the moment passes—and so does the opportunity. Once they leave, they leave.
04
Reward the Guests Who Don't Stay the Night
Some of your highest-spending guests may never check in. They come to play, eat, shop, or see a show—but they don’t book a room.
Source: McKinsey
% of traveler’s total spending captured by loyalty programs
Hotel Loyalty Programs
~50%
Airlines & Cruises
~60%
Why It Matters
Loyalty can’t stop at the front desk. Identifying and rewarding non-staying guests in real time turns lost spend into lasting loyalty—whether it’s a card swipe at the bar or a comp offer after a concert.
05
Mobile-First Engagement
Guests arrive with their phone in hand—it’s their wallet, their concierge, and their loyalty ID. A seamless mobile experience lets them check in, explore rewards, and earn in real time across the property.
Mobile Check-In
Skip the front desk, go straight to your room
Rewards Dashboard
View points, perks, and offers instantly
Real-Time Earning
Track spend and unlock rewards on the go
Global travelers look for travel apps that reduce friction and stress
76%
Why It Matters
Loyalty can’t stop at the front desk. Identifying and rewarding non-staying guests in real time turns lost spend into lasting loyalty—whether it’s a card swipe at the bar or a comp offer after a concert.
06
Gamified Engagement
Once on property, you’ve got their attention—now make loyalty fun. Gamified experiences like spin-to-win drink credits or streak-based tier challenges deepen engagement and keep guests active throughout their stay.
47%
Boost in engagement with gamification
22%
Higher retention with gamified experiences
Spin-to-Win Drink Credits
Interactive rewards that create excitement
Streak-Based Tier Challenges
Encourage repeat visits and sustained engagement
Why It Matters
Entertainment isn’t just on the stage—it’s built into the program. Gamification transforms passive point-earning into active, memorable experiences.
07
Tiered Earning Across the Property
Once your systems are unified, loyalty needs structure. A strong tiering system motivates guests to keep spending—not just in one area, but across the entire resort. The more touchpoints they engage, the faster they rise.
3.2x
More annual spend from tiered loyalty members vs. non-tiered
Spa Visits
Track and reward wellness spending
Gaming Sessions
Count every bet across the casino floor
Bar & Dining
Recognize spend at every outlet
Why It Matters
A tiered ecosystem that counts spend from spa visits, gaming sessions, and bar tabs turns casual guests into aspirational ones—unlocking long-term value.
08
Flexible Reward Catalogs
Once guests have begun earning, they should have real choice in how they redeem—whether it’s in-room entertainment, tickets to a comedy show, spa experiences, or discounts at partner venues.
of hotel brands allow members to earn or redeem points across hotels and vacation rentals.
33%
In-Room Entertainment
Redeem points for movies, games, and premium content
Show Tickets
Unlock access to comedy shows and live events
Spa Experiences
Trade points for wellness and relaxation
Partner Discounts
Expand redemption beyond the property
Why It Matters
More flexibility = more guest engagement, satisfaction, and spend. A rich, dynamic reward catalog keeps loyalty fresh and relevant.
09
Launch, Test, Adjust—Today
Once guests have begun earning, they should have real choice in how they redeem—whether it’s in-room entertainment, tickets to a comedy show, spa experiences, or discounts at partner venues.
Higher ROI on campaigns launched within 24 hours of insight triggers
31%
Target High-Rollers Tonight
Launch VIP offers based on current gaming activity
Fill No-Show Reservations
Send real-time dining offers to guests on property
Why It Matters
Modern loyalty lives in the now. Whether it’s targeting tonight’s high-rollers or responding to a no-show spike at the steakhouse, operational agility turns insight into immediate action.
10
Analytics-Driven Optimization
Loyalty isn’t just about driving visits—it’s about knowing which visits matter most. With advanced analytics, brands can track lifetime value, reward ROI, tier lift, churn risk, and redemption behavior.
2.5x
Performance advantage for brands that measure loyalty ROI and guest lifetime value
Lifetime Value
Track total guest worth over time
Reward ROI
Measure return on every offer
Tier Lift
Monitor progression and engagement
Churn Risk
Identify guests at risk of leaving
Redemption Behavior
Analyze how guests use rewards
Segment Performance
Compare guest groups and cohorts
Why It Matters
The smartest brands don’t just run loyalty programs—they tune them like profit engines. The more you learn, the more your guests return.
#TRUSTtheMETHOD
SOURCES
www.travelcity.com | www.news.explorertech.io | www.breezenay.io | McKinsey via iSeatz, State of Loyalty in Hospitality 2024 Full Report | www.iseatz.com | www.naveo.com | www.nudgenow.com