Hospitality Loyalty Platform
ReactorCX: The Enterprise Hotel and Hospitality Loyalty Platform, Built for Multi-Property Complexity
Loyalty Methods runs ReactorCX, the enterprise loyalty platform behind hospitality programs at MGM Resorts International, spanning hotels and resorts, dining, entertainment and gaming. ReactorCX is built for the realities that define hospitality: a single guest who books a stay, dines, visits the spa and explores across many properties and lines of business; loyalty that has to recognize that guest in real time at every touchpoint; and multi-property portfolios where each property and outlet operates differently while one member profile follows the guest.
Offer
Property daypart, food and beverage
v3Funding Split
60/40
Brand · Property
Billing
Billing: per property · monthly owner statement
Arbitration
Policy: priority orderFolio charges: room, dining, spa · Third-party bookings excludedLimits
Per stay: onceTier nights: credited on checkout · Owner properties: settle to ownerApproved by Brand Loyalty · property general managers notified
How this is measured
Member accounts migrated onto ReactorCX for MGM Rewards.
How this is measured
Legacy property and gaming systems consolidated into ReactorCX for MGM Rewards.
How this is measured
Finalist placements of ReactorCX-powered programs at the 2026 International Loyalty Awards: 7Rewards (Best Gamification Worldwide; Best Short-Term Loyalty Initiative Worldwide); MGM Rewards (Outstanding Customer Experience). As of 2026.
How this is measured
Platform-wide API response-time service level. As of 2026-Q3.
Definitions and as-of dates are on each figure.
MGM Rewards on ReactorCX: International Loyalty Awards 2026 finalist, Outstanding Customer Experience.
How does ReactorCX run hospitality loyalty on one engine?
Few platforms are built for the way a hospitality guest actually moves through a property. ReactorCX connects every touchpoint of the guest experience on one engine.
Reward the whole guest experience, not just the room
A guest books a stay, dines, visits the spa, parks, sees a show and shops. A program that only rewards the room rate misses most of the relationship. Stays, dining, spa, entertainment, retail and partner activity all earn on one profile. Tier progression reflects total guest value, not room nights alone. A folio charge, a spa booking or a dining check updates the member profile in the moment.
Unify one guest across stays, dining, spa and partners
- One member profile and wallet: points, tiers and history roll up across every property and line of business.
- Centralized program, decentralized control: corporate sets shared rules while each property and line of business manages its own, governed by access control.
- Account linking and pooling for households and travel parties.
- Per-line-of-business attribution: earning and reconciliation handled separately by property and outlet within one program.
Recognize a guest in real time during a stay
At check-in, at the table, at the spa desk, recognition has to happen now, not in tonight's batch. Folios reopen, charges reverse, comps apply and tier credits accrue mid-stay. Synchronous responses at the desk or the point of sale; built for folio reversals, comps, account merges and mid-stay adjustments; built for event-weekend and high-season peaks across properties.
Drive the next stay with tiers and gamification
Tier credits and accelerators with real-time progress; trip and stay challenges that reward visiting multiple properties or outlets on a single trip, with opt-in and reservation-aware logic; multi-goal streaks, frequency clubs and milestone rewards; member-gets-member referrals with two-sided rewards. Gamification
How does ReactorCX resolve overlapping offers across properties and dayparts?
Hospitality runs a constant stream of promotions across properties, outlets, dayparts and member segments. ReactorCX resolves the offer universe in the moment, by your policy (best for customer, best for business, priority order, or policy override), so promotions never stack in ways you did not intend. Target by property, outlet, market or time of day, including incentives that fill slower periods. Member rates and on-property discounts apply directly at the point of sale. Marketers build and change rules from one admin hub, backed by audit trails.
What happens to one stay
One activity, evaluated once, with every downstream effect recorded and published. The same path a demo walks through, in the order the engine runs it.
Checked out
The property system sends the folio close: property, brand, stay dates, nights, rate code, room revenue, dining, spa, incidentals, booking channel
Evaluated
Rate eligibility, nights and spend rules, brand and property rules, elite benefits run in deterministic order against the whole folio
Arbitrated
Stay offers, property offers and partner offers resolved to the best combination under the brand's policy
Accrued
Points to the member purse, nights to the tier track; the property-funded share attributed to the owner wallet at the folio line
Recorded
Execution log stores which rules fired and who approved them; liability moves by brand; the owner settlement position moves by the funded share
Published
Guest profile updated in the property system, business events to CRM and messaging, replication events to the warehouse, ledger lines to finance, funded lines to owner statements
See this run on a copy of your own hospitality activity.
See a parallel migrationThe detail your team will want to check
Expand what you need.
The whole journeyBefore, during and after the stayMost of a guest's loyalty moments happen before arrival and after checkout. ReactorCX is in all of them, through the same rules, the same purses and the same ledger, in whichever integration mode the moment needs.
Earn preview, member rates and awards in the booking flow
The booking engine asks ReactorCX what a stay earns, whether this guest qualifies for the member rate, and what a night costs in points or points plus cash. Redemptions are held at booking and confirmed at checkout.
Status recognised, folio earning as it happens
Check-in reads status and entitlements from the guest record. Dining, spa and incidentals earn as they post to the folio, and points can be redeemed against on-property spend.
No-shows, cancellations, partners and retro claims
A cancellation reverses or reprices the redemption from the original record. No-shows follow the rate's policy. Partner stays post to the same balance, and a missing-credit claim is validated against the folio.
| Moment | What the guest sees | What ReactorCX does | Integration mode |
|---|---|---|---|
| Search and booking | What this stay earns in points and nights, and whether the member rate applies | Quotes earn against rate eligibility, property and brand rules and status; serves the member rate as an entitlement; nothing accrues yet | Real-time API |
| Booking offers | Upgrade, breakfast, late checkout and partner offers in the flow | Evaluates eligibility and arbitrates offers by property, status and rules; reserves the offer when accepted | Real-time API |
| Award and mixed payment | A night priced in points, or points plus cash; on-property credit | Quotes the redemption from the burn policy, holds it at booking, confirms it at checkout, releases it if the booking lapses; a change is repriced from the same purse | Real-time API |
| Pre-arrival | Status recognised in pre-arrival messaging; upgrade decided before the guest lands | Publishes the stay and status to messaging; serves entitlements to the upgrade decision | Events and API |
| On property | Status at check-in; dining and spa earn immediately; points redeemed against the folio | Serves status and entitlements from the guest record; evaluates folio postings as activities; applies redemptions to folio lines | Real-time API and events |
| No-show and cancellation | Points returned or forfeited under the rate's policy; a cancelled award returned to the purse | Reverses or reprices the redemption from the original record; applies the no-show rule; refunds in the original currency mix | API or batch from the property system |
| Checkout | Points and nights post at folio close | Evaluates the folio close once, as traced above | Batch from the property system, or events |
| Partner stays and spend | Partner hotel nights, car days, card spend and dining on the same balance | Evaluates partner files or real-time calls as activities; bills the partner wallet at the contracted rate | Batch file or real-time API, per partner |
| Retro claims and adjustments | Missing credit claimed in the app; an agent adjusts with a reason | Validates the claim against the folio record; adjustments within authority, approval beyond it, all in the audit trail | Member Care Portal and API |
| Expiry and requalification | Warnings before expiry; status renewed, soft-landed or lifetime | Emits expiry events per accrual lot; evaluates requalification on nights and spend at period end | Events |
Every row reads and writes the same guest record and the same ledger. The mode is a choice per system, not per program. Detail in the integration model and the reversal and cancellation reference flow.
ReactorCX speaks the hospitality data modelOne activity record, every dimension a hospitality program tracksReactorCX holds every event in one extensible record, so every field stays searchable and actionable across the console, the API, the warehouse and reporting. Add a field…
ReactorCX holds every event in one extensible record, so every field stays searchable and actionable across the console, the API, the warehouse and reporting. Add a field once and it propagates everywhere. Marketing, operations and finance query the same record the source system wrote.
Data model documentation
Core activity
Member ID · type · date · channel · value
Stay and folio
Property · brand · rate code · nights · room revenue · dining · spa · incidentals · booking channel
Guest context
Tier · benefits used · upgrade · late checkout · on-property redemptions · companion
Ownership and funding
Owner group · management company · partner · funding split · settlement party
Same engine, configured for hospitalityWhat stays the same, and what adaptsReactorCX is one engine. What changes for a hospitality program is the signals it reads, the currencies it holds, the offers it arbitrates and the organisation it settles to. All of it is configuration, versioned and approved, not custom code.
| Dimension | Same in every industry | Configured for hospitality |
|---|---|---|
| Signal | One activity record per event, from any channel, evaluated once | Folio close from the property system, dining and spa point-of-sale, central reservations, partner stay files, app activity |
| Currency | Any number of currencies and purses, each with source, expiry and burn order | Points plus tier nights; property or brand sub-balances; multi-currency across regions |
| Status | Tiers with configurable qualification and requalification | Central: nights or stays with annual requalification, soft landing, lifetime status; elite benefits as entitlements |
| Offers | Offer library with eligibility, stacking, suppression and limits | Stay offers, property and daypart offers, partner offers; arbitration by priority with third-party booking exclusions |
| Funding | Partner wallets, source-tagged accruals, settlement from lineage | Brand and property co-funding; owner and management-company settlement; partner funding |
| Organisation | Multi-brand, multi-region, per-entity economics on one instance | Brands, regions and owner groups on one instance; properties as settlement parties |
| Servicing | Member Care Portal with line-level history and governed adjustments | Stay-level history with folio lines; front-desk and contact-centre adjustments without escalation |
Other industries swap the signal and keep the engine: a grocer's basket, an airline's flown segment, a hotel's folio close. The engine and the ledger do not change. All industries
Owned, managed and franchised properties on one ledger
A hotel brand rarely owns its hotels. The program is the brand's, the cost of a stay reward is the property's, and the owner expects to see exactly what they paid for. The co-brand card issuer is the third party at the table: it buys points at a contracted rate, and those purchases sit on the same ledger as the property-funded lines.
Property-level funding
Each offer and each redemption carries the property, the owner group and the funding split, applied at the folio line when the guest checks out.
Owner statements from lineage
Monthly statements to owners and management companies are generated line by line from the ledger and match the property's own folio records.
Brand liability by portfolio
Outstanding points and nights are reported by brand, region and owner group from the same record, so brand finance and owner finance agree.
| Who looks | What they see | Where it comes from |
|---|---|---|
| Co-brand issuer | Card-spend accruals bought at the contracted rate and the monthly settlement position | Issuer wallet, generated from lineage |
| Guest | Points and nights earned, benefits used, and the offer on the folio | Arbitration result and accruals on the activity |
| Property general manager | Redemptions and funded cost at their property against a control group | Promotion dashboards on the execution log |
| Brand loyalty | Program performance by brand and region | Same execution log, rolled up |
| Owner finance | A monthly statement of funded lines and the settlement position | Owner wallet, generated from lineage |
Partner wallets and settlement are documented in the partners and funding concept; the ledger in the ledger and lineage concept.
What each hospitality stakeholder will want to check
- Brand loyalty and marketingCan we run property-level offers under brand rules and see lift by property?Capability map above; promotion dashboards
- Finance and owner relationsDoes brand liability reconcile, and do owner statements match the folios?Financial integrity; the owner section above
- Property operationsCan the front desk see status, benefits and balance at check-in and adjust at checkout?Member Care Portal
- IT (property and reservation systems)How do the property system, central reservations and the app connect?System map below; property and gaming systems guide
- Revenue managementCan rate eligibility and redemption availability follow our yield rules?Offers row above; rules and eligibility
Production proof
What does an enterprise hospitality program on ReactorCX look like?
One of the most complex multi-property loyalty programs in hospitality, spanning hotels and resorts, dining, entertainment and gaming, runs on ReactorCX and migrated with zero member-visible downtime via SafeSwitch and ThreadSync. One engine across multiple lines of business, each managed on its own terms; centralized program with decentralized control; account linking and pooling; real-time recognition through folio reversals, comps and mid-stay adjustments.
Gaming integration
How does ReactorCX handle gaming as a hospitality line of business?
For operators where gaming is a line of business, ReactorCX runs gaming earn and burn on the same engine and the same guest profile as stays, dining and spa, so a guest's play and stay live in one wallet rather than in separate systems. Slot and table play, sportsbook activity and rewards like free play sit alongside hospitality earning under one program, one tier structure and one member view.
Does ReactorCX work with the stack you already run?
FeedXChange and an API-first architecture unify your property, commerce, data and marketing systems into one real-time guest view, from hotel PMS and outlet POS to your CDP and ESP.
| Category | Systems and standards |
|---|---|
| Property and POS | Hotel PMS (Opera, Mews), restaurant and outlet POS (Simphony), spa and amenity systems, mobile app |
| Gaming systems | IGT, Konami Synkros, player tracking and gaming management systems |
| CRM and data | CDP, Redshift, Snowflake, Databricks |
| Marketing and messaging | ESP, marketing clouds, push and email service providers |
| Partners | FeedXChange partner data exchange; airlines, banks, retail, experience providers |
| Open standards | API-first architecture, Kafka event streaming, webhooks, callbacks, OIDC SSO |
Enterprise security
Is ReactorCX built to clear enterprise IT, procurement and compliance?
Hospitality and gaming carry real regulatory and fraud weight, and ReactorCX is built for that scrutiny. AWS cloud-native; role-based access control with attribute constraints by property and line of business; encryption in transit and at rest; OIDC SSO; audit trails; program-integrity controls; privacy by design with tokenized-identifier and zero-PII modes. SOC 2 Type II and ISO/IEC 27001:2022, with dates and scope on the Trust Center.
Migration
How do hospitality brands migrate without downtime?
SafeSwitch and ThreadSync run the legacy and target platforms in parallel until cutover rather than forcing a hard cut. Because the migration runs alongside live activity and validates against it before cutover, guests keep earning and redeeming through the switch, and a replatform and a program redesign can happen in a single move.
How ReactorCX fits a hospitality estate
Property management, outlet POS, booking and app systems feed one activity stream.
ReactorCX earns on stays, spend and folios, applies tier benefits per property, and keeps per-property attribution under a single member wallet, so each property can close its own books from the same ledger.
Nothing here replaces a system you already run. Hospitality channels keep their own systems of record; ReactorCX holds the loyalty state, and publishes what it decides back to them.
Frequently asked questions
What is the best loyalty platform for hotels and hospitality?
ReactorCX, the enterprise loyalty platform from Loyalty Methods, is built specifically for hospitality's realities: a single guest who stays, dines and explores across many properties and lines of business, recognition that has to happen in real time at every touchpoint, and multi-property portfolios where each property runs differently while one member profile follows the guest. It powers the multi-property hospitality program at MGM Resorts International.
Can one platform run loyalty across hotels, dining, spa and entertainment?
Yes. ReactorCX runs as one real-time engine across every line of business, so a guest earns, redeems and moves tiers consistently whether they book a room, eat at a restaurant, visit the spa or see a show. A folio charge, a spa booking and a dining check all update the same member profile in the moment.
Can ReactorCX recognize a guest in real time during a stay?
Yes. ReactorCX is a real-time, event-driven engine with synchronous responses, so it recognizes a guest and returns the result in the moment at the front desk or the point of sale, and handles folio reversals, comps, account merges and mid-stay adjustments while keeping an accurate member state.
How do hospitality brands migrate a legacy loyalty program without downtime?
Loyalty Methods migrates legacy programs with SafeSwitch and ThreadSync, which run the legacy and target platforms in parallel until cutover rather than forcing a hard cut. Guests keep earning and redeeming through the switch, and a replatform and a program redesign can happen in a single move.
Can guests earn and redeem points inside the booking flow?
Yes. The earn quote, member-rate eligibility, award pricing and points-plus-cash all run on the real-time API, so the booking engine can show what a stay earns before purchase and price nights and packages in points. Redemptions are held at booking and confirmed at checkout.
What happens to points on a no-show or a cancellation?
A cancellation reverses or reprices the redemption from the original record and refunds the original currency mix, points to the purse and cash to the card. A no-show follows the rate's policy, returning or forfeiting the points as configured. Every adjustment is in the audit trail.
Want to see ReactorCX for your hospitality program?
Walk through your properties, outlets and lines of business with the team behind enterprise hospitality loyalty at scale.