Loyalty tiers allow your property or brand to:
Group guest profiles based on their engagement and value to the business.
Automatically upgrade or downgrade guests based on qualifying stays, room nights, or spend.
Manually assign tier credits by nights, stays, or spend to individual guest profiles.
Offer exclusive rate codes to members at specific tier levels.
Send automated email notifications when guests change tiers.
Loyalty tiers can be used with or without a guest-facing loyalty program. The system evaluates tier qualification daily for upgrades and follows your configured program cycle for downgrades.
How tier ranking works
Tier rank determines the order in which the system evaluates qualification rules. Lower numbers indicate higher priority a tier with rank zero is evaluated before a tier with rank ten. When a guest qualifies for multiple tiers, the system assigns them to the highest-priority tier (lowest rank number) for which they meet all requirements.
Qualification parameters
Tier rules define the criteria guests must meet to qualify for a tier. You can configure rules using the following parameters:
Stays – Number of completed stays within the evaluation period.
Room nights – Total room nights within the evaluation period.
Spend – Total spend within the evaluation period. Spend can include room amount, service amount, room tax, service tax, food and beverage, food and beverage tax, spa, spa tax, other revenue, and other revenue tax.
Lifetime stays – Total stays since the guest joined the program.
Lifetime room nights – Total room nights since the guest joined the program.
Lifetime spend – Total spend since the guest joined the program. Lifetime spend can include the same spend components as the rolling spend parameter.
Lifetime parameters do not require date ranges and evaluate the guest's entire history with the program.
Rule conditions
When configuring multiple qualification criteria, you can combine them using OR or AND conditions:
OR conditions – The guest qualifies if they meet any one of the criteria.
AND conditions – The guest must meet all specified criteria to qualify.
AND conditions take priority over OR conditions and are evaluated from top to bottom.
Key characteristics
Outlined below are key characteristics of loyalty tiers.
Upgrade calculations run daily, allowing guests to advance tiers as soon as they qualify.
Downgrade calculations follow the configured program cycle frequency and are not instantaneous.
Manual tier adjustments are included in auto-assignment calculations unless the ignore tier auto assignment flag is enabled on the guest profile. You can find this flag on the guest profile under the loyalty program tab.
Exclusive rate codes configured on a tier are only visible to guests assigned to that tier when the CRS loyalty guest only checkbox is enabled for those rates in your CRS system.
Email notifications for tier changes are separate from Reward, Upsell, or Cart notification templates.
Before you start
Outlined below are important factors to know before configuring loyalty tiers.
You must have loyalty setup access to configure tiers.
Decide on your tier structure, including how many tiers you need and the qualification criteria for each.
If using exclusive rate codes, ensure they are configured in your CRS with the loyalty guest only checkbox enabled. This is a CRS-side configuration, not a setting within the CRM.
Plan your downgrade policy, including the evaluation frequency and what happens when guests no longer qualify.
To manually assign tier calculations, guests must have a loyalty member ID.
Create a new membership tier
Follow the steps below to create a new membership tier.
From the left navigation menu, click Loyalty Setup.
Click Membership Tiers.
Click New Membership Tier.
Complete the following fields:
Tier code, this is required – A unique alphanumeric code that maps to connected systems. Maximum 128 characters. Follow connected system guidelines for character limits.
Tier name, this is required – The display name for the tier, which can be guest-facing or internal. Maximum 128 characters.
Description – Internal description outlining guest benefits for this tier.
Rank, this is required – The priority order for tier evaluation. Lower numbers indicate higher priority (Rank 0 is the highest).
Exclusive rate code(s) – Rate codes available only to members at this tier. Enter multiple codes separated by semicolons. Maximum 2048 characters.
Reward – Associate a reward with this tier if applicable.
Upgrade email template – Check this box to send an email when guests upgrade to this tier.
Downgrade email template – Check this box to send an email when guests downgrade to this tier.
Active – Check this box to make the tier available immediately.
Default – Check this box to set this tier as the default for new members.
Click Save and Close.
📌Note: The CRS Loyalty Guest Only checkbox is configured in your CRS system not in the CRM. To ensure only qualified members see these exclusive rate codes as entered in the tier setup.
Modify an existing membership tier
Follow the steps below to modify an existing membership tier.
From the left navigation menu, click Loyalty Setup.
Click Membership Tiers.
Click the Tier Code link for the tier you want to modify.
Make your changes to any of the available fields.
Click Save and Close to save your changes, or click Cancel to discard changes.
To deactivate a tier, uncheck the Active box and click Save and Close.
Configure membership tier rules
Follow the steps below to configure qualification rules for a membership tier.
From the left navigation menu, click Loyalty Setup.
Click Membership Tiers.
Locate the tier you want to configure and click Membership Tier Rule in the Rules column.
For each rule, configure the following:
Enter the minimum value in the first field called limit low.
Enter the maximum value in the to field called limit high.
Select the qualifying parameter from the dropdown:
Stays, room nights, spend, lifetime stays, lifetime room nights, or lifetime spend.
If you selected spend or lifetime spend, select which spend components to include from the following options:
Room amount, service amount, room tax, service tax, food and beverage, food and beverage tax, spa, spa tax, other revenue or other revenue tax.
Select or or and to define how this rule combines with other rules.
To add another qualification criterion, click Add Tier Rule.
To remove a rule, click Remove next to that rule.
Click Save and Close to save the rules, or click Cancel to discard changes.
📌Note: OR conditions require the guest to meet at least one criterion. AND conditions require the guest to meet all specified criteria and take precedence over OR conditions. Both Limit Low and Limit High are required fields.
Assign tier calculations to a guest
Tier calculations allow you to manually assign nights, stays, or spend to a guest profile. These credits are added to the guest's tier progression totals.
Field definitions
When assigning tier calculations, you can configure the following fields:
Field Name | Character Limit | Required | Description |
Night Count | Numeric only | No | Number of nights to credit to the guest. |
Stay Count | Numeric only | No | Number of stays to credit to the guest. |
Spend Amount | Numeric (decimal) | No | Amount of spend to credit to the guest. Enter in dollars (not cents). Rounded to 2 decimal places. |
CRS Reservation ID | 45 characters | Conditional | Required when Reason is Stay, MissingStay, or Transaction. |
Internal Remarks | 200 characters | No | Internal notes about the tier calculation. Not visible to the guest. |
External Remarks | 200 characters | No | Guest-facing notes about the tier calculation. |
Reason | Dropdown | Yes | Select from: Stay, StayBonus, LoyaltyPromotion, LoyaltyGesture, MissingStay, Transaction. |
Validation rules
Before you assign tier calculations:
At least one of night count, stay count, or spend amount must be provided.
The guest must have a loyalty member ID.
CRS reservation ID OR PMS resvervation ID is required when reason is stay or missingstay. The reservation must exist, match the guest, and cannot have a status of Tentative.
CRS reservation ID is required when reason is transaction. The transaction must exist, match the guest, and must have a status of tentative.
Assign tier calculations
Follow the steps below to assign tier calculations to a guest.
From the left navigation menu, click Contacts.
Click Contacts.
Search for and click the guest profile you want to update.
Click the Loyalty Program tab.
Scroll to the Tier Calculation section.
Click Assign Tier Calculation.
Complete the following fields:
Reason, this is required – Select one of the following options:
Stay – Credits for a completed stay. Requires CRS Reservation ID.
StayBonus – Bonus credits for a stay.
LoyaltyPromotion – Credits awarded through a promotional campaign.
LoyaltyGesture – Credits awarded as a customer service gesture.
MissingStay – Credits for a stay not captured by the system. Requires CRS Reservation ID.
Transaction – Credits for a transaction. Requires CRS Reservation ID.
CRS reservation ID – Enter the confirmation number if required by the selected Reason.
Night count – Enter the number of nights to credit.
Stay count – Enter the number of stays to credit.
Spend amount – Enter the spend amount to credit in dollars (not cents).
Internal remarks – Enter internal notes. There is a maximum of 200 characters.
External remarks – Enter guest-facing notes. There is a maximum of 200 characters.
Click Save.
Configure tier change email templates
Follow the steps below to configure email notifications for tier changes.
From the left navigation menu, click Loyalty Setup.
Click Membership Tiers.
Locate the tier you want to configure.
In the Upgrade Email Template column, click the dropdown and select the template to use when guests upgrade to this tier.
In the Downgrade Email Template column, click the dropdown and select the template to use when guests downgrade to this tier.
If your program supports multiple languages, use the Multi Language dropdown to configure language-specific templates.
📌Note: Email templates for tier changes are configured separately from Reward, Upsell, or Cart notification templates. Templates must be created before they appear in these dropdowns.
Configure global exclusions
Global exclusions allow you to exclude certain reservations from tier qualification calculations. For example, you may want to exclude complimentary stays or bookings through specific channels.
Configure global exclusions
Follow the steps below to configure global exclusions.
From the left navigation menu, click Loyalty Setup.
Click Membership Tiers.
Click Global Exclusions.
For each exclusion type, enter the codes you want to exclude:
Hotel code – Exclude reservations from specific hotels.
Channels – Exclude reservations from specific booking channels.
Market segment – Exclude reservations with specific market segments.
Rate code – Exclude reservations using specific rate codes.
Room type – Exclude reservations for specific room types.
Package code – Exclude reservations with specific package codes.
Rate access code – Exclude reservations using specific rate access codes.
Group code – Exclude reservations associated with specific group codes.
Separate multiple values with semicolons and no spaces. For example: BAR;PROMO;PACKAGE.
Click Save and Close.
📌Note: Each field supports a maximum of 65,535 characters. Reservations meeting any of the listed criteria will be excluded from all tier qualification calculations.
Troubleshooting
Outlined below are some troubleshooting issues.
Guest not upgrading to expected tier
Verify the guest meets all qualification criteria for the tier.
Check that global exclusions are not filtering out the guest's qualifying reservations.
Confirm the tier rules are configured correctly with appropriate value ranges for limit low and limit high.
Review whether and conditions require additional criteria the guest has not met.
Verify the tier is set to active.
Guest not receiving tier change emails
Verify the upgrade email template or downgrade email template checkbox is enabled on the tier.
Confirm an email template is selected in the corresponding dropdown.
Check that the guest has a valid email address and has not opted out of marketing communications.
Exclusive rates not appearing for tier members
Verify the rate codes are entered correctly on the tier. Check for typos and proper semicolon separation.
Confirm the CRS loyalty guest only checkbox is enabled for those rate codes in your CRS system.
Check that the guest is actively assigned to the tier.
Verify the rate codes do not exceed the 2048 character limit.
Cannot assign tier calculation to guest
Verify the guest has a loyalty member ID.
Ensure at least one of night count, stay count, or spend amount is provided.
If reason is stay or missingstay, verify the CRS reservation ID exists and matches the guest.
If reason is transaction, verify the CRS reservation ID exists and has status tentative.
Frequently asked questions
Outlined below are a list of frequently asked questions.
Can I manually assign a guest to a tier?
Yes, you can manually adjust a guest's tier on their profile. However, manual adjustments are included in automatic tier calculations unless you enable the ignore tier auto assignment flag on the guest profile under the loyalty program tab.
How often are upgrade calculations run?
Upgrade calculations run daily, so guests can advance to a higher tier as soon as they qualify.
What happens if a guest qualifies for multiple tiers?
The system assigns the guest to the highest-priority tier for which they meet all qualification criteria.
Can I use both OR and AND conditions in tier rules?
Yes. Or conditions require the guest to meet at least one criterion, while and conditions require all criteria to be met. And conditions take precedence and are evaluated from top to bottom.
Do Lifetime parameters require date ranges?
No. Lifetime stays, lifetime room nights, and lifetime spend evaluate the guest's entire history with the program and do not require date parameters.
Can tier calculations be deleted or reversed?
No. Tier calculations cannot be reversed through the UI. If a calculation was entered in error, contact your system administrator for assistance.
How is spend calculated for tier qualification?
Spend components available for tier qualification include: Room amount, service amount, room tax, service tax, food and beverage, food and beverage tax, spa, spa tax, other revenue, and other revenue tax. You select which components to include when configuring tier rules. Spend values are entered in dollars and rounded to two decimal places.