Measure the impact of your loyalty program with Analytics (early access)

Repeat visit rate

The share of enrolled loyalty guests who visited more than once after joining the program. 

Calculated as: (Enrolled guests with 2+ visits ÷ total enrolled guests) × 100. 

Interpret: A high rate means the program is driving return visits. A low rate suggests guests are enrolling but not coming back. 

Use when: Reviewing overall program health — check this first before digging into spend or redemption data.

Average visits per guest

The average number of visits an enrolled guest makes in the last 12 months. 

Calculated as: Unique bookings by enrolled guests ÷ total enrolled guests. 

Interpret: Use alongside repeat visit rate to understand depth of engagement. A healthy repeat visit rate with a low visit average means most returning guests are only coming back twice. Because this includes all enrolled guests — including those who haven't returned — a low average may reflect inactive enrollees rather than low visit frequency among active guests. 

Use when: Repeat visit rate isn't giving you enough detail — this shows how often guests are coming back, not just whether they came back.

Incremental revenue

Revenue from bookings where at least one loyalty point or reward was redeemed, in the last 4 quarters. 

Calculated as: Sum of booking subtotals (excluding taxes and fees) for bookings where at least one loyalty redemption occurred. 

Interpret: A growing figure means guests are actively using rewards to book — the behaviour the program is designed to drive. This reflects the gross booking value for reward redemption bookings, not the booking value net of the redemption discount. Pair with rewards value used to understand the ratio of revenue generated against value given away.

Use when: You want to understand the total booking value associated with loyalty redemptions, or demonstrate the program's commercial impact to stakeholders.

Rewards value used

The total discount value applied to bookings through loyalty redemptions in the last 4 quarters. 

Calculated as: Sum of the dollar value of point redemptions plus the dollar value of reward redemptions applied to bookings. 

Interpret: This is the cost side of your program — what guests received in discounts through loyalty. A growing figure means guests are finding the program worth engaging with. If it grows faster than incremental revenue, review whether your reward rules and point values are set at the right level. 

Use when: Evaluating program ROI, reviewing reward rule settings, or reporting on the total cost of the loyalty program to stakeholders. Pair with incremental revenue to understand the ratio of booking value generated against discount value given away.

Average spend per visit

The average booking value per visit for enrolled loyalty guests over the last 4 quarters. 

Calculated as: Total booking item cost (local currency) ÷ total unique bookings, across all product types. 

Interpret: Compare against the quarterly chart to track the spend gap between loyalty and non-loyalty guests over time. A widening gap is a strong signal the program is influencing purchase behaviour.

Use when: You want to understand how much guests are spending each time they visit, rather than their total spend overall. Use alongside average spend per guest to distinguish between guests who visit more often and guests who spend more per visit.

Average spend per guest

The average total spend per unique enrolled loyalty guest over the last 4 quarters. 

Calculated as: Total booking item cost (local currency) ÷ unique enrolled guests who visited, across all product types. 

Interpret: Compare against the quarterly chart to track how this changes over time. A higher average spend per guest for loyalty guests vs non-loyalty guests suggests the program is influencing overall spending behaviour. Use alongside average spend per visit to distinguish between guests who visit more often and guests who spend more per visit — both contribute to overall guest value differently. 

Use when: You want a total revenue-per-guest view rather than a per-visit view. Useful for comparing loyalty vs non-loyalty guest value or reviewing program performance over time.

Quarterly incremental revenue

Revenue from bookings where at least one loyalty point or reward was redeemed, each quarter. 

What to look for: A growing total quarter on quarter means more guests are using rewards to book. Quarters with no bar indicate redemptions had not yet started — this is expected in the early stages of a new program.

Average spend per guest

Total spend per guest each quarter — loyalty vs non-loyalty guests.

What to look for: Loyalty guests spending more per guest than non-loyalty guests is a sign the program is working. Average spend per guest rises as guests visit more often, so a growing gap over time is a strong positive signal.

Average spend per visit

Spend per visit each quarter — loyalty vs non-loyalty guests. 

What to look for: In the early quarters of a new program, non-loyalty guests may spend more per visit — this is expected as the loyalty cohort data in early quarters reflects guest behaviour before the program launched. Look for loyalty guests to close the gap as redemptions increase.

Average visit frequency

Average visits per quarter — loyalty vs non-loyalty guests. 

What to look for: Loyalty guests visiting more often than non-loyalty guests is a strong signal the program is driving repeat visits. If the gap is narrowing, review whether guests have enough incentive to return.

Quarterly redemption value used

Total value of rewards redeemed each quarter, broken down by points redemption and rewards redemption. 

What to look for: A growing total means guests are actively using rewards — a sign of healthy program engagement. Review the breakdown between points and rewards to understand which is driving activity. Pair with quarterly incremental revenue to track redemption cost against booking revenue.

Enrolled guests

Total guests who have enrolled in your loyalty program since it launched, regardless of whether they have visited or redeemed since joining. 

Calculated as: Count of unique guests who accepted an invitation to join or completed self-enrollment. 

Interpret: Use this as your baseline measure of program reach. A growing number shows the program is attracting guests. Use alongside enrollment rate to understand whether growth is keeping pace with your booking volume. 

Use when: Getting a snapshot of total program reach or tracking overall enrollment growth over time.

Enrollment rate (%)

The share of booking holders who enrolled in the loyalty program, measured from the date the program was activated at your venue.

Calculated as: Enrolled booking holders ÷ (booking holders with a guest ID + booking holders without a guest ID). The denominator captures all booking holders — whether or not a guest ID was recorded at the time of booking. 

Interpret: Shows how widely the program is being adopted across your guest base. A low rate suggests guests are booking but not joining — check whether enrollment is being offered at every booking touchpoint.

Use when: Assessing overall program adoption or identifying whether enrollment prompts are reaching enough guests.

Guest redemption rate (%)

The percentage of active loyalty guests who redeemed points or a reward at least once in the last 4 quarters. 

Calculated as: Guests with at least one redemption (points or reward) ÷ active loyalty accounts (guests with at least one earn or redeem event). 

Interpret: Shows how many engaged loyalty guests are getting enough value from the program to redeem. A low rate means guests are earning but not redeeming — review whether your reward thresholds are set too high or whether guests know what they can redeem. 

Use when: Diagnosing whether the program is delivering enough perceived value to drive redemption behaviour among guests who are actively participating.

Points redemption rate (%)

The percentage of all points earned that have been redeemed since the program launched. 

Calculated as: Total points redeemed ÷ total points earned, for enrolled guests. 

Interpret: A higher rate signals guests find the program valuable enough to use their points. A low rate suggests guests are earning but not redeeming — check whether reward thresholds are set too high or whether guests are aware they can redeem. Use alongside guest redemption rate to distinguish between guests who aren't redeeming at all vs guests redeeming at a low volume. 

Use when: Understanding whether earned points are being activated, or diagnosing whether your points-to-reward structure is working.

Rewards redemption rate (%)

The percentage of all rewards earned that have been redeemed since the program launched. 

Calculated as: Total rewards redeemed ÷ total rewards earned, for enrolled guests. 

Interpret: A higher rate signals guests find their earned rewards valuable enough to use. A low rate suggests guests are earning rewards but not redeeming them — check whether reward types are appealing, whether guests know how to redeem, or whether the redemption process has friction. Use alongside points redemption rate to understand whether guests engage differently with rewards vs points.

Use when: Understanding whether earned rewards are being activated, or identifying whether specific reward types need reviewing.

Monthly booking holder enrollment rate

Total booking holders and enrolled booking holders each month, with the enrollment rate as a percentage. 

What to look for: A rising enrollment rate month on month shows the program is reaching more guests. If total booking holders are growing but the enrollment rate is flat or falling, more guests are booking without joining — check whether enrollment is being offered consistently at every booking touchpoint.

Monthly invite and invite acceptance rate

Total booking holders each month, how many were invited to join loyalty and how many enrolled after being invited — shown as counts and rates.

What to look for: Track invite rate and acceptance rate separately. A low invite rate means not enough guests are being offered the program. A low acceptance rate means invited guests aren't converting — review the invitation messaging or timing.

Monthly enrollments

Total new guest enrollments each month. 

What to look for: A growing monthly total shows enrollment momentum is building. A dip may reflect seasonal changes in booking volume rather than a program issue — check alongside booking holder enrollment rate for context.

Monthly guest redemption

The number of loyalty guests who redeemed points or rewards each month, with the guest redemption rate as a percentage. 

What to look for: Track the count and rate together. A rising count with a falling rate is expected as your enrolled guest base grows — more guests are redeeming in absolute terms, but the share redeeming may dip as new enrollees haven't yet had the opportunity to redeem.

Monthly points earned and redeemed

Total points earned and redeemed by enrolled guests each month.

What to look for: A growing points earned total shows guests are actively booking and accumulating points. If points redeemed is growing more slowly than points earned, guests may not be aware they can redeem or reward thresholds may be set too high.

Monthly rewards earned and redeemed

Total rewards earned and redeemed by enrolled guests each month. 

What to look for: In the early stages of a new program, earned and redeemed reward numbers will be low — this is expected. Look for rewards earned to grow as guests reach reward thresholds, followed by redemptions increasing as guests start using them.