Quick answers
Through a secure API and signed webhooks. The connection is configured per property and transfers only the data Guest Club needs for guests, stays and check-out events.
No. Once check-out is recorded in RoomRack, Guest Club calculates and awards points automatically using the property's rule, for example 10 points for every €100.
Events are queued and retried automatically. RoomRack and front-desk operations continue normally, while failures are surfaced for monitoring.
After check-out is successfully recorded, usually within minutes. If a stay is cancelled or reversed, the related points are reversed with a visible transaction.
Connection and points
- How does Guest Club connect to RoomRack?
- The connection uses a versioned API for synchronisation and signed webhooks for live events. Each property has its own connection settings, while RoomRack remains the system for reservations, folios and payments.
- What does reception need to do?
- Nothing changes in the front-desk workflow. The team keeps working in RoomRack, and Guest Club updates automatically when check-out is completed.
- How are points awarded?
- After check-out, Guest Club calculates points from the rule set by the property. For example, with a rule of 10 points for every €100, an eligible value of €300 awards 30 points.
- When do guests see their points?
- Usually within minutes of check-out being recorded in RoomRack. The guest sees the movement, reason and date in their digital wallet.
- What happens if a stay is cancelled or reversed?
- The stay's points are reversed automatically with a linked, visible transaction, so the balance stays correct without manual calculation.
- What happens if the connection drops temporarily?
- Events are queued and retried automatically with safe timing intervals. Failures appear in monitoring and do not stop RoomRack operations.
General
- What is RoomRack Guest Club?
- A guest relationship platform for hotels running on the RoomRack PMS. It turns stay data into a membership programme with points, levels, benefits and rewards, and reports on repeat guests, direct bookings and guest lifetime value.
- Is this a loyalty system or something else?
- Technically it is a loyalty engine, but the point is the relationship. Every feature exists to move one of three numbers: repeat guests, direct bookings or lifetime value. Anything that does not move one of them is not in the product.
- Why is it different from other loyalty systems?
- Most are built for retail chains and require somebody to run them daily. Guest Club is driven by PMS events, so points post themselves, reversals happen automatically and nobody at the hotel maintains a spreadsheet.
- Do I need a marketing team to use it?
- No. The wizard sets up the programme and the dashboard tells you what to do next in plain language. A single owner-operator can run it in a few minutes a week.
- What size property does this suit?
- From roughly 10 rooms upward, and villa collections of any size. Below that the commission saved is usually too small to justify a subscription, and we will say so.
Hotels
- How does Guest Club increase repeat guests?
- A guest with a balance and a level has something to lose by staying elsewhere. Recognition on arrival and a visible path to the next tier make returning the default rather than a coincidence.
- How does it increase direct bookings?
- Points, levels, benefits and rewards apply only when the guest books with you. That is a concrete, explainable difference you can show on your own booking page.
- Will reception have extra work?
- No. They keep working in RoomRack. Points post at check-out automatically. The only change is that they can see a returning guest's level if they want to.
- What if my repeat rate is already good?
- Then you have the most to gain from measuring it and protecting it. Guest Club shows which guests are slipping away while the overall number still looks fine.
- Can I run different rules per property?
- Yes. Earn rules and rewards can differ per property while levels and benefits stay consistent across the club.
Villas and vacation rentals
- Does Guest Club work without a front desk?
- Yes. Everything the guest needs lives on their phone and is delivered as a link. There is nothing to hand over at arrival.
- Can points earned in one villa be used in another?
- Yes. A shared wallet across the collection is the main reason villa operators use it, it turns separate houses into one brand in the guest's mind.
- Our guests return once a year at most. Is that enough?
- For high-value weekly stays, yes. One recovered booking per year per member is a very different economics from a hotel's nightly rate.
- Can earn rates differ between houses?
- Yes. A premium villa and a small apartment can earn at rates that make sense for each.
Hotel groups
- Can points be shared across all our hotels?
- Yes. One programme spans every property you include, and rewards can be group-wide or property-specific.
- How is one guest recognised across properties?
- Identity is matched on verified email, verified phone and RoomRack guest ID. Ambiguous cases are proposed as merge suggestions with the supporting evidence.
- Can head office control the programme centrally?
- Yes. Group admins define levels, benefits and governance while property managers handle their own property's day-to-day.
- Can we compare performance between properties?
- Yes. Repeat rate, member revenue share and value per guest are reported per property side by side.
- What if one property leaves the group?
- Its integration can be disconnected independently, and members remain attached to the organisation that owns the programme.
Guests
- Does the guest need to install an app?
- No. The guest portal and digital membership card work in any mobile browser.
- How does a guest join?
- They enrol through your booking flow or a link you send. Enrolment takes an email address and consent.
- When do points appear?
- Within minutes of check-out being recorded in RoomRack.
- What happens if a guest cancels?
- Points for that stay are reversed automatically with a linked, visible transaction.
- Can a guest see how points were earned?
- Yes. Every movement shows its reason, source and date, so disputes take seconds to resolve.
- Can a guest leave the programme?
- Yes, at any time. Their data can be deleted on request.
Pricing
- How is Guest Club priced?
- Per property, per month. Starter is €99 for a single hotel, Professional is €79 per property for groups and collections, Enterprise is quoted.
- Do you charge per member?
- No. Members are unlimited on every plan. You should never pay more because the programme worked.
- Is there a setup fee?
- No. Onboarding support is included, and pilot properties are onboarded personally.
- Is there a contract?
- Monthly subscription. You can disconnect and cancel at any time, and your member data stays yours.
- How quickly does it pay for itself?
- For a typical 40-room property at €140 average rate, two shifted bookings a month cover the subscription. We run the calculation with your numbers in the demo.
Implementation
- How long does implementation take?
- The wizard takes under five minutes. The initial data import depends on your history size and runs in the background.
- Do we need to train staff?
- One sentence: guests earn points automatically at check-out. Nothing in their RoomRack workflow changes.
- Can we test before going live?
- Yes. Demo mode uses sample data and clearly labels everything, and pilot mode runs against a real connection with delivery safeguards.
- What is the activation date?
- The date from which stays start earning points. Earlier stays are imported for context but do not award points unless you ask.
- Can we change the programme after launch?
- Yes. Levels, benefits, earn rules and rewards are all editable, and changes are logged.
- What if we launch and it isn't working?
- Disconnect and cancel. Data is exportable. We would rather you leave cleanly than stay unhappily.
Integrations
- How does Guest Club connect to RoomRack?
- Through a versioned API for synchronisation and HMAC-signed webhooks for live events, configured per property by a platform administrator.
- Does Guest Club write into the PMS?
- No. It reads guest and reservation data and owns everything about the loyalty relationship separately.
- What happens if the connection drops?
- Events queue and retry with exponential backoff. Anything that never succeeds is surfaced as a dead-letter event and counted.
- Can we connect more than one property?
- Yes. Each property has its own integration record with its own status, counters and credentials.
- Can Guest Club talk to our website or booking engine?
- Yes, through the member status read API, so you can show member pricing or a balance during booking.
- Which email provider is used?
- Email delivery is configurable. Until a provider is configured, campaigns are clearly marked as queued rather than reported as sent.
Security
- How are credentials protected?
- API keys and webhook signing secrets are encrypted at rest and never displayed to hotel users. A new signing secret is shown once at rotation and never again.
- How do you prevent forged webhooks?
- Every webhook is verified by HMAC signature with a timestamp window that rejects replayed requests.
- Can one customer see another customer's data?
- No. Access is scoped to organisation and property and enforced on the server for every request, not in the browser.
- Who at your company can access our data?
- Access is limited to the platform administrators who operate the service, and administrative actions are recorded in an audit log.
- Are administrative actions traceable?
- Yes. Credential rotation, merges, redemptions and configuration changes are recorded with the actor and timestamp.
Data and privacy
- Who owns the guest data?
- The hotel. Guest Club processes it to operate the programme and it remains exportable at any time.
- How do you handle GDPR requests?
- Access, correction and deletion requests are supported. Guests contact the hotel, and the hotel can action the request directly or ask us to.
- Where is data stored?
- In managed EU-region cloud infrastructure. We can share the current hosting and subprocessor details on request.
- How long is data retained?
- While the club is active, unless you set a shorter retention or request deletion.
- Do you sell or share data?
- No. Guest data is never sold, shared with advertisers or used to train models for other customers.
- Can we get a data processing agreement?
- Yes. Ask us for the current DPA and subprocessor list before you sign anything.
Support
- What support is included?
- Email support on Starter, priority support on Professional, and a named contact with an SLA on Enterprise.
- Who helps us set up?
- A person. Every property is onboarded with a real conversation rather than a help article.
- Can we see whether the integration is healthy?
- Yes. Connection status, last sync, last webhook, failed events and the current error are visible per property.
- What happens when something breaks?
- Failures are logged, retried and surfaced. Operational incidents affecting your properties are communicated to account owners.