Experiences, add-ons and loyalty

Hotel experiences, add-ons and a loyalty programme that stay attached to the booking

Guests add activities and small extras to their stay, and staff see each one on the reservation with its date, its note and how it was paid. Returning guests earn points on their stays and book at their tier's member rate.

Available to founding properties

Available to founding properties. Staff record point redemptions in the console: guests cannot yet spend points online, and points are earned on room revenue, not on restaurant or activity spend.

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Five walkers seen from behind follow a gravel path beside a misty lake, led by a guide in a dark jacket with a rucksack, with green hills across the water.

The experiences sessions list for the sauna evening: dates and times with capacity, places booked, places remaining and each session's open, closed or cancelled status. Illustration with sample data.

Extras are sold while the guest is booking

The booking engine offers the extras that fit the stay: the right room type, enough notice left and the day's limit not yet reached. The guest pays for them with the booking.

Nothing promised is forgotten

Every add-on sits on the reservation and on a due list for today, tomorrow or any date. Housekeepers see the ones for their rooms on their phone and mark each one done.

Returning guests are recognised in the price

A member enters their number and the email on the membership, and the rates shown are their tier's member rate. Points for the stay are added when the booking is confirmed and taken back if it is cancelled.

Experiences with sessions and capacity

An experience is an activity the property runs: a guided walk, a sauna hour, a tasting. Each has its own description and photos per language, a price per person or per booking, and sessions with a fixed number of places.

Sessions created in bulk for a date range, by weekday and time
A capacity per session that cannot be oversold
Experiences included in a package shown as included, at no charge
A scheduling list of parties still waiting for a time
A daily manifest of each session and the parties on it
Guests add an experience to an existing booking with their reference and email

Add-ons on a stay

An add-on is a small paid extra: a welcome in the room, a breakfast tray, a flower decoration. The property sets the price, the tax class and the rules for when it can be sold.

Priced per stay, per person or per unit with a quantity
Delivered on arrival, or on a date and preferred time the guest picks
A lead time, a daily limit and a maximum per booking
Limited to chosen room types, or included free with chosen packages
A guest note, such as the names for a welcome card

From the reservation to the bill

Each add-on on the reservation shows its quantity, date and time, the guest's note, the price and whether it is paid, on the room account or included. Staff can add one at the desk, move it when plans change and mark it done. If the stay's dates change and an add-on falls outside them, the reservation is flagged until someone gives it a new date. Each add-on is a line on the folio with its tax, and a cancelled stay refunds the add-ons that were never delivered.

Loyalty programme, tiers and points

A programme has a name for its points, an earn rate on room revenue and a ladder of tiers. A member moves up when their lifetime points reach a tier's threshold, and each tier can carry a member rate.

Members enrolled at the desk, each with a membership number
Opening balances for members brought from an earlier programme
Points added when a stay is confirmed and reversed if it is cancelled
Redemptions, goodwill adjustments and expiries recorded by staff with a note
Spending points never lowers a member's tier
A member number changes no price until the enrolled email or a signed-in guest account proves it

Step by step

One stay with an extra, an activity and points

01
A returning guest enters her member number and the email on her membership. The rates shown are her tier's member rate.
02
On the extras step she adds flowers in the room for the second day and leaves a note. She pays for them with the booking.
03
The add-on appears on the reservation and on the due list for that day.
04
At the desk she asks for a guided walk. Staff add it to the stay and place her party on Thursday's session.
05
On the second day the housekeeper sees the flowers on her round, delivers them and marks them done.
06
The points for the stay were added when the booking was confirmed. They count towards her next tier.

Questions

Questions hoteliers ask

Are experiences, add-ons and loyalty available now?

They are available to our founding properties, who are rolling Hemmz out with us stage by stage. They are not yet offered as a self-service product. Ask for a demo and we will show you what a property like yours could use today.

Can guests buy extras while they book, or just afterwards?

Both. The booking flow has an extras step before payment, and a guest can add more from their booking page until each extra's lead time has passed. Guests who booked through another website do not see extras online, so staff add them at the desk.

What happens to a paid add-on if the stay is cancelled?

Add-ons that were not delivered are cancelled and refunded in full, whatever the room's cancellation terms say. An add-on already marked as delivered stays on the bill until an owner or revenue manager decides. Refunding an add-on by hand needs one of those two roles and a reason.

Can guests spend their points online?

Not yet. Today staff record a redemption in the console with a note saying what it was for, and the member's balance is updated with it. Points are earned on room revenue from confirmed stays. Spend in the restaurant or on activities does not earn points today.

Can we bring members over from our current programme?

Yes. A member can be enrolled with their existing number and an opening balance, and that balance counts towards their tier. Member lists with opening balances are part of the onboarding checklist.