hello rewards faqs - cloudfront.net
HELLO REWARDS FAQS FREE STAY EVERY 7 STAYS Q: What is the credit amount that my hotel will receive? A: Your hotel will receive a $35 credit for each free night stay that is redeemed. Q: How does my hotel get credit for a free night stay? A: All free night stay reservations (HRFREE) must be routed to the Hello Rewards AR account (specific account will be detailed within an SOP). If your property is interfaced with a PMS system, a report will be automatically run and credit will be provided by RLHC accounting within 30-45 days. If your property is not interfaced with a PMS system, a copy of your Hello Rewards AR account will need to be sent to RLHC accounting on a monthly basis Q: What is the rate code for the free night stay voucher? A: HRFREE Q: Is the free stay a LRA (Last Room Availability)? A: The Hello Rewards Free Night (HRFREE) will live in the rate category with DAILY, however is not a full LRA rate. This rate will be fenced automatically within the system and will be restricted using the following conditions: When the properties has reached 90% occupancy, on the books When the property is projected / forecasted in Duetto to reach 90% occupancy When 10 bookings using this rate plan are already on the books for a given date At no time should the Hello Rewards Free Night be restricted at the rate code level outside of these conditions. Q: Can a free night stay be transferred to another guest? A: Yes, so long as the person the free night is being transferred to is a Hello Rewards member, identified within the reservation as an accompanying guest with a profile attached, and the member with the free night award makes the reservation. Q: How does a member book a free night stay? A: A member may book a free night stay by calling Red Lion Reservations at 888-606-0563. Q: How many consecutive free night stay vouchers can a guest use? A: A member may use multiple valid free night stay vouchers consecutively, but each must be contained in a separate reservation. Q: How long is a free night stay voucher valid? A: A free night stay voucher must be used and consumed 12 months from the date of issue. Q: What room type is the free night voucher good for? A: A free night voucher is good for Standard and Premium room types.
Q: Can I upgrade a guest that is using a free night stay voucher? A: Absolutely! If you have upgraded rooms available and a member is checking in for a free night stay, by all means feel empowered to upgrade them. Q: Can a guest use a free night voucher on-property? A: If a guest brings a voucher to a property without a reservation and you have room availability, please honor the free night stay voucher. Please email [email protected] with detailed reservation, member and voucher information to mark the voucher as redeemed and finalize the backend process. Q: What does the free night stay voucher look like? A: Below is a sample version of a free night voucher.
HELLO REWARDS RATE, THE BEST RATE GUARANTEE (FORMERLY KNOWN AS THE LOWEST RATE PERIOD) Q: Who determines the price point of the Hello Rewards rate? A: The Revenue Management team in conjunction with your on-property Revenue Strategist determines the price point of the Hello Rewards Rate. Q: Will the Hello Rewards rates continue to use the RNR rate codes? A: Yes, the RNR rate codes (previously, Lowest Rate Period) have been renamed as Hello Rewards rates. The codes themselves will continue to be in use, and be updated according to our Promotion strategies, and will always list Hello Rewards Rate within the title and description.
STAY CREDIT Q: What is the definition of a qualified stay? A: One “Qualifying Stay” is a stay of one or more consecutive nights spent at the same hotel (whether or not a Member checks out and checks back in again), during which a Member pays a Qualifying Rate during the stay, and during which a Member will earn Qualifying Stay credits. Reservations made for day use, where the check-in date is equal to the check-out date will not earn Qualifying Stay credits. If a Member is not named on the reservation prior to departing the hotel, the stay is not a Qualifying Stay. Red Lion Inn & Suites Victoria, Red Lion McMinnville and Westgate Las Vegas Resort & Casino do not participate in the Hello Rewards Program; therefore stays at these brands are not considered a Qualifying Stay. Stays booked through an online travel website (some examples include, but aren’t limited to Hotwire, Priceline, Expedia, Travelocity or Orbitz, etc), may be considered to be a Qualifying Stay. Q: What rates qualify as a stay? A: A “Qualifying Rate” is a rate available to the general public for such night, but specifically does not include the following rates: (1) contracted rates (2) room rates for airline staff and crew where rooms are pre-booked and paid for by the airline or directly; (3) any employee rates; (4) other discounted rates; (5) any complimentary, free, traded or bartered night stays, or any stays in connection with gift certificates or Hello Rewards awards or vouchers. RLHC shall determine if a rate is a Qualifying Rate in its sole discretion. Q: Can a guest earn stay credit for a stay that is direct billed? A: It depends on the rate type. Reservations that are direct billed will earn stay count credit as long as it doesn’t include the above mentioned rate types and they meet the requirements for a qualified stay. R&R CLUB RETIREMENT Q: Were R&R Club Members transitioned to Hello Rewards? A: Yes, all active R&R Club Members were transitioned into the Hello Rewards program. Q: When did the benefits of R&R Club expire? A: Benefits of the R&R Club (including Gold and Platinum benefits) expired on December 14, 2014. All outstanding point balances in the R&R Club program were expired on November 30, 2014. PERKS Q: How do guests receive perks like breakfast and drink offers? A: Breakfast, drink and other perk vouchers are not yet available. Once they are available, they will be sent to members via an email campaign. Q: How do I facilitate perk redemptions? A: The process of facilitating breakfast, drink and other perk redemption is still being finalized, but will be communicated to the field soon.
Q: What perks are facilitated via the call center? A: Free night, birthday, new property trial offers will be redeemed through our call center using voucher numbers and a discreet rate code assigned for those offers. The only perk facilitated via the call center right now is the free night voucher, but more will be communicated soon. MISCELLANEOUS Q: Can front desk agents enroll Hello Rewards members? A: Front desk agents are not able to enroll Hello Rewards members. Instead, front desk agents should focus on making sure profiles are complete and accurate and that the lookup function is being utilized. Q: When will Whisper Screens be available to the front desk? A: The Hello Rewards team is working on this enhancement with MICROS and will provide a timeline as soon as one is available. Q: How can I access a member’s stay history? A: Most recent stays can be seen on the members Dashboard, which you can access from the guest profile in Opera PMS. Call Center agents currently do not have access to this information, however this is an enhancement that is being outlined. Q: What information in a guest or member profile can I update? A: Front Desk: Currently, you can add or update the following fields in the profile: Guest Address, phone number, email address, birthdate, gender. Call Center: Currently, you can add or update Guest Address, Phone number, email Address Q: Do we offer an airline status match program? A: We do not currently offer an airline status match program, but there are plans to launch one soon. Remember, membership levels are for internal use only. When a member receives a status match, it simply means that they will receive enhanced benefits and perks sooner. Q: How do I order available Hello Rewards amenities? A: Available Hello Rewards amenities are available via HD Supply.
© 2015 Red Lion Hotels Corporation
Q: Can I upgrade a guest that is using a free night stay voucher? A: Absolutely! If you have upgraded rooms available and a member is checking in for a free night stay, by all means feel empowered to upgrade them. Q: Can a guest use a free night voucher on-property? A: If a guest brings a voucher to a property without a reservation and you have room availability, please honor the free night stay voucher. Please email [email protected] with detailed reservation, member and voucher information to mark the voucher as redeemed and finalize the backend process. Q: What does the free night stay voucher look like? A: Below is a sample version of a free night voucher.
HELLO REWARDS RATE, THE BEST RATE GUARANTEE (FORMERLY KNOWN AS THE LOWEST RATE PERIOD) Q: Who determines the price point of the Hello Rewards rate? A: The Revenue Management team in conjunction with your on-property Revenue Strategist determines the price point of the Hello Rewards Rate. Q: Will the Hello Rewards rates continue to use the RNR rate codes? A: Yes, the RNR rate codes (previously, Lowest Rate Period) have been renamed as Hello Rewards rates. The codes themselves will continue to be in use, and be updated according to our Promotion strategies, and will always list Hello Rewards Rate within the title and description.
STAY CREDIT Q: What is the definition of a qualified stay? A: One “Qualifying Stay” is a stay of one or more consecutive nights spent at the same hotel (whether or not a Member checks out and checks back in again), during which a Member pays a Qualifying Rate during the stay, and during which a Member will earn Qualifying Stay credits. Reservations made for day use, where the check-in date is equal to the check-out date will not earn Qualifying Stay credits. If a Member is not named on the reservation prior to departing the hotel, the stay is not a Qualifying Stay. Red Lion Inn & Suites Victoria, Red Lion McMinnville and Westgate Las Vegas Resort & Casino do not participate in the Hello Rewards Program; therefore stays at these brands are not considered a Qualifying Stay. Stays booked through an online travel website (some examples include, but aren’t limited to Hotwire, Priceline, Expedia, Travelocity or Orbitz, etc), may be considered to be a Qualifying Stay. Q: What rates qualify as a stay? A: A “Qualifying Rate” is a rate available to the general public for such night, but specifically does not include the following rates: (1) contracted rates (2) room rates for airline staff and crew where rooms are pre-booked and paid for by the airline or directly; (3) any employee rates; (4) other discounted rates; (5) any complimentary, free, traded or bartered night stays, or any stays in connection with gift certificates or Hello Rewards awards or vouchers. RLHC shall determine if a rate is a Qualifying Rate in its sole discretion. Q: Can a guest earn stay credit for a stay that is direct billed? A: It depends on the rate type. Reservations that are direct billed will earn stay count credit as long as it doesn’t include the above mentioned rate types and they meet the requirements for a qualified stay. R&R CLUB RETIREMENT Q: Were R&R Club Members transitioned to Hello Rewards? A: Yes, all active R&R Club Members were transitioned into the Hello Rewards program. Q: When did the benefits of R&R Club expire? A: Benefits of the R&R Club (including Gold and Platinum benefits) expired on December 14, 2014. All outstanding point balances in the R&R Club program were expired on November 30, 2014. PERKS Q: How do guests receive perks like breakfast and drink offers? A: Breakfast, drink and other perk vouchers are not yet available. Once they are available, they will be sent to members via an email campaign. Q: How do I facilitate perk redemptions? A: The process of facilitating breakfast, drink and other perk redemption is still being finalized, but will be communicated to the field soon.
Q: What perks are facilitated via the call center? A: Free night, birthday, new property trial offers will be redeemed through our call center using voucher numbers and a discreet rate code assigned for those offers. The only perk facilitated via the call center right now is the free night voucher, but more will be communicated soon. MISCELLANEOUS Q: Can front desk agents enroll Hello Rewards members? A: Front desk agents are not able to enroll Hello Rewards members. Instead, front desk agents should focus on making sure profiles are complete and accurate and that the lookup function is being utilized. Q: When will Whisper Screens be available to the front desk? A: The Hello Rewards team is working on this enhancement with MICROS and will provide a timeline as soon as one is available. Q: How can I access a member’s stay history? A: Most recent stays can be seen on the members Dashboard, which you can access from the guest profile in Opera PMS. Call Center agents currently do not have access to this information, however this is an enhancement that is being outlined. Q: What information in a guest or member profile can I update? A: Front Desk: Currently, you can add or update the following fields in the profile: Guest Address, phone number, email address, birthdate, gender. Call Center: Currently, you can add or update Guest Address, Phone number, email Address Q: Do we offer an airline status match program? A: We do not currently offer an airline status match program, but there are plans to launch one soon. Remember, membership levels are for internal use only. When a member receives a status match, it simply means that they will receive enhanced benefits and perks sooner. Q: How do I order available Hello Rewards amenities? A: Available Hello Rewards amenities are available via HD Supply.
© 2015 Red Lion Hotels Corporation
