We built a digital loyalty platform that links reward balances across properties and partners, speeds up redemption and keeps a clear record of every points transaction.
Client: Grand Plaza HotelsIndustry: HospitalityService: SaaS & Software
Overview
Client
Grand Plaza Hotels
Multi-property resort group running a shared rewards programme
Engagement snapshot
The challenge
Guests earned points at many properties, but separate regional systems made redeeming them across brands slow and awkward.
Behind the scenes, partner settlement and balance checks were manual. The group wanted a simpler experience for guests and one reliable record of every transaction.
Guests were less likely to spend points when the options were limited or confusing.
Transactions between brands could take weeks to reconcile.
Sync problems between systems led to mismatched balances that staff had to investigate by hand.
The solution
The platform syncs points data from each property system into one shared transaction record.
Guests can exchange points for approved partner benefits and selected fractional digital ownership experiences.
Every transfer is recorded clearly, so partners can be settled faster with less manual checking.
Key features
Points update consistently across every participating property and system.
Business impact
Easier loyalty for guests
Every points movement is recorded, so balances are easy to check and disputes are quicker to resolve.
Business impact
More trust
Beyond room discounts, the platform supports wider redemption, including selected digital ownership experiences.
Business impact
28% higher redemption
Before and after
Before
Separate property systems
Each property system managed its own points.
After
One view of rewards
Guest balances and transactions are easy to track across participating properties.
Before
Monthly reconciliation
Partner transactions were checked and settled by hand.
After
Automated settlement
Recorded transactions make partner reconciliation much faster.
Before
Limited redemption
Points could mostly be spent on a small set of standard rewards.
After
More ways to use rewards
Guests can choose from more partner and digital rewards.
Results
28% Higher Redemption
Wider and simpler redemption options raised the rate at which guests use their points by 28%.
Before: StaticAfter: 28% Higher
100% Ledger Consistency
One shared transaction record closed the reconciliation gaps between systems, taking ledger consistency from 92% to 100%.
Before: 92%After: 100%
480ms Settlement
Each partner transaction now settles in 480ms, down from under 2 seconds, instead of waiting for the old batch process.
Before: < 2sAfter: 480ms
Testimonial
“Ledger consistency across our properties was 92%. With one shared points ledger it is now 100%, guests redeem 28% more rewards, and partner settlement runs automatically in 480ms.”
Maria GonzalezHead of Loyalty, Grand Plaza HotelsKey results
Trust and control
Guest information stays protected while reward transactions are recorded on the shared platform.
SECUREDigital reward actions go through set rules and authorisation checks before they complete.
CONTROLLEDPoints and partner transactions stay traceable for finance and support teams.
TRACEABLEThe client owns the custom loyalty workflows, integrations and digital reward logic built for the platform.
100% OWNEDFaster delivery
Starting from these tested components cut setup time, which left more of the project for the group's own reward rules and partner integrations and brought the launch forward.
Our tested ledger records every points movement in one place, which helped take ledger consistency from 92% to 100%.
Existing connectors synced points data from each property's own system into the shared record.
Settlement monitoring follows each partner transaction until it settles, so finance and support teams can trace it.
Reusable reward logic applies the rules and authorisation checks behind each partner and digital reward.
Guests earned points at many properties, but separate regional systems made redeeming them across brands slow and confusing, so many rewards went unused. Behind the scenes, partner settlement took weeks of manual reconciliation, and sync problems between systems created mismatched balances that staff had to investigate by hand.
The platform syncs points data from every property system into one shared transaction record, so each points movement is recorded once. That closed the reconciliation gaps between systems and took ledger consistency from 92% to 100%. Finance and support teams can trace any points or partner transaction when a guest queries a balance.
Reward redemption rose 28% after guests gained wider, simpler ways to use their points, including partner benefits and selected digital ownership experiences. Partner transactions now settle in 480ms, and ledger consistency reached 100%. Digital reward actions still go through set rules and authorisation checks before they complete.
If guests can't easily use their points across your properties and partners, we can join up balances, add new reward options and keep one clear record of every transaction.