QR codes enable contactless reward validation, inventory control, and systematic tracking of reward usage across hotel outlets such as restaurants, spas, bars, and gift shops. This functionality integrates the CRM loyalty experience with on-property operations, allowing rewards to be validated and marked as redeemed in real time.
Understand QR code rewards
QR code rewards follow a defined lifecycle from issuance through redemption:
A reward is earned by a guest through the loyalty program or issued manually.
The reward is issued with defined validity, usage rules, and terms.
A unique QR code is generated and associated with the reward.
The guest presents the QR code at the property.
The reward is validated and redeemed, and marked as used in the CRM.
QR codes allow hotels to track redemption status, prevent duplicate use, associate rewards with specific outlets, enable staff-assisted or guest-assisted redemption, and support both digital and printed presentation depending on redemption type.
System components
QR code rewards rely on three components working together. The components are bridge, CRM admin and guest interfaces and the details of each are listed below.
Bridge
Generates and manages QR codes.
Handles validation and redemption logic.
CRM Admin
Defines rewards and issuance rules.
Associates rewards to Bridge services.
Tracks redemption status.
Guest interfaces
Guest portal.
Email communications.
Supported and not supported reward types
Outlined below is an overview of what QR codes are supported and not supported.
QR codes are supported only for:
Reservation rewards, which are rewards tied to specific reservations.
Generic rewards are general-purpose rewards.
QR codes are not supported for room rewards and partner rewards.
Before you start
Before configuring QR code rewards, ensure the following is in place:
You have administrative access to both Bridge and CRM.
The client account has QR code functionality enabled.
Bridge Merchant setup and CRM integration configuration have been completed by the SHR support team [email protected]
You understand the operational redemption workflow your program will use.
You have identified which rewards require QR code validation.
📌Note: Bridge Merchant setup and CRM integration configuration are completed by the support team during initial setup. You will create services in Bridge and configure rewards in CRM.
Create a QR code service in Bridge
A service defines what the reward is, how it is redeemed, and how QR codes behave operationally. Each redeemable reward type must have its own service. You must create the service before configuring the reward in CRM.
From the Bridge navigation menu, click QR Codes.
Click Service and click Add Service.
Complete the required fields:
Name: Enter a clear, descriptive name this will appear in CRM.
Merchant: Select your Merchant from the dropdown
Code type: Select QR code.
Redeem type: Select one of the following:
MerchantScan – Staff scans the guest QR code.
MerchantCode – Guest provides a four-digit approval code to staff.
GuestConfirm – Guest self-confirms redemption.
Third party validation: Enable this option which is recommended for CRM-driven rewards.
Third party redeem: Enable this option which is recommended for CRM-driven rewards.
Click Save.
📌Note: The redeem type you select directly affects staff workflow, guest experience, and operational requirements. Choose carefully based on your property's redemption process.
Create and configure QR code–enabled rewards
Once you have created a service in Bridge, you can create rewards in CRM and associate them with the service.
Create or edit a CRM reward
From the left navigation menu, click Loyalty.
Click Reward Formula Setup.
Click Add Reward Rule or select an existing reward to edit.
Configure the reward settings as required:
Reward code: Enter a unique identifier.
Reward type: Select either reservation reward or generic reward.
Reward name (Internal): Enter the name visible to hotel staff.
Reward name (External): Enter the name visible to guests.
Issuance trigger: Define when the reward should be issued.
Valid from: Set when the reward becomes valid after issuance.
Expiration type: Set when the reward expires.
Max usage: Set the number of times the reward can be used.
If you intend for an email to be sent for this reward, select template, then choose the email template from the options.
This will be the template used by the system when it automatically generates the associated reward email.
In the service dropdown, select the appropriate service.
The dropdown displays services in the format: <Merchant Name>, <Service Name>
Example: Elite Restaurant, 100 SEK/night voucher.
Make the reward active if you are ready for it to start issuing, otherwise leave it inactive by not selecting the active option.
Recommend leaving the reward inactive if the email or any associated segments or campaigns are not completed.
Click Save or Save and Close.
The reward is now QR-enabled. Future reward issuance will generate QR codes automatically.
Troubleshooting
Listed below are some of the common troubleshooting issues.
If the service does not appear in the dropdown.
Listed below is how to troubleshoot if the services are not available.
Verify that you created the service in Bridge.
Confirm the service code type is set to QR Code.
Verify that the MerchantID in the Bridge Provider configuration includes the correct Merchant ID.
Configure the email template for rewards.
Outlined below is how to configure the email template for rewards.
From the left navigation menu, click Loyalty.
Click Reward Formula Setup.
Locate the reward you want to configure the email for.
Use the dropdown to select the email by associated language.
The system auto-creates the email template and ties it to the reward for all enabled languages.
Open the email template and configure your content changes.
Add the personalization tag for QR Code to the email content if you want the QR code to display in the email.
QR code issuance and guest experience.
When a QR-enabled reward is earned or issued, the system automatically generates a QR code and links it to the guest, the reward, and the service.
How guests receive QR codes.
Guests may access their QR codes in two ways via an email or the guest portal.
Email notification
Reward notification emails include the QR code.
Redemption instructions should be included in the email template.
Guest portal
Guest logs in to the guest portal.
Navigates to rewards.
Active rewards display QR codes.
Redeemed or expired rewards move to history.
What the guest sees for an active reward.
Outlined below is what the guest sees for an active reward.
Reward name and description.
Validity dates.
Usage limits.
The QR code itself.
Redemption workflows
Hotels may choose one of three redemption models per service. The redemption model is configured in Bridge when creating the service.
Option one: Staff scans the QR code (Merchant Scan)
How it works:
Staff scans the QR code using a device with a camera.
The system validates the code.
The reward is marked as redeemed.
Guest requirements:
QR code may be presented digitally or printed.
Internet connection not required for the guest.
Best for:
Front desk operations.
Spa check-in.
Restaurant staff with scanning devices.
Option two: Staff enters a four-digit approval code (Merchant Code)
How it works:
Staff visually verifies the QR code.
A four-digit approval code is entered.
The reward is marked as redeemed
Guest requirements:
Guest must present the QR code on a mobile device.
Internet connection required.
Best for:
Controlled environments.
Situations where scanning devices are not available.
Option three: Guest confirms redemption (Guest Confirm)
How it works:
Staff verifies the QR code.
Guest presses Redeem on their device.
The reward is marked as redeemed.
Guest requirements:
Mobile device required.
Internet connection required.
Best for:
Self-service or assisted self-service experiences
If the guest cannot present the QR code
If a guest cannot locate their QR code:
Staff may view the guest's rewards directly in the CRM.
Reward validity can be assessed.
The reward may be manually marked as redeemed in the CRM.
This ensures service recovery without blocking the guest experience.
Troubleshooting QR code rewards
QR code not appearing for issued rewards:
Verify the reward type is supported. The two support reward types are reservation reward or generic reward.
Confirm a Bridge service is selected in the reward configuration.
Ensure the reward has been saved after associating the service.
Check that the reward is set to active.
Service not visible in CRM dropdown:
Verify that you created the service in Bridge.
Confirm the service code type is set to QR Code.
Contact SHR support to verify Bridge provider configuration.
Redemption issues:
Verify the guest has an active, unexpired reward.
Check that the guest has not exceeded the Max Usage limit.
Confirm the QR code is displaying correctly for the guest.
Contact SHR support if redemption fails repeatedly.
Frequently asked questions
Outlined below are some of the most frequently asked questions.
What is the difference between a Merchant and a Service in Bridge?
A merchant defines API credentials and external integration settings. A service defines what the reward is and how it is redeemed. Multiple services can belong to a single merchant.
Can QR codes be used for all reward types?
No. QR codes are only supported for reservation rewards and generic rewards. They are not supported for room rewards or partner rewards.
Can a guest redeem a reward without the QR code?
Yes. If a guest cannot locate their QR code, staff can view the guest's rewards directly in the CRM and manually mark the reward as redeemed.
What happens if a guest tries to use a QR code multiple times?
If the reward has a max usage limit of one, the QR code will be marked as redeemed after the first use and cannot be used again. If max usage is set higher, the QR code tracks remaining usage and prevents redemption once the limit is reached.
Can QR codes be printed and used offline?
This depends on the redeem type configured for the service. With merchant scan, guests can present printed QR codes. With merchant code or guest confirm, the guest requires an internet connection and a mobile device.
How do I change the redemption model after a Service is created?
Edit the service in Bridge and change the redeem type setting. Note that this affects all rewards associated with that service.
Who configures Bridge Merchants and the CRM integration?
Bridge merchant and CRM integration configuration are completed by the SHR support team during initial setup. You create services and configure rewards.