Search/Enroll a Guest in the Sonesta Loyalty Program (Cloud)
When a guest checks in, you may need to confirm whether they are already enrolled in the Sonesta loyalty program or create a new loyalty membership on their behalf. Visual Matrix Cloud allows you to do both from within the reservation screen. The process is simple: search for an existing account by email, and if none is found, the system will automatically enroll the guest.
Path: Front Office > Reservations > Search > Open the Reservation
The Add Loyalty button only appears once the reservation has been saved. You’ll also need the guest’s email address, since this is how Sonesta identifies or creates loyalty accounts.
Instructions
1. Open the reservation. The Add Loyalty button appears only if the reservation has been saved.
2. Click Add Loyalty.
3. Enter the guest’s email address (or confirm the pre-filled one). The system uses this to identify whether the guest already has a loyalty membership.
Updating this field will also update the email in the reservation record.
4. Click Yes to continue.
If the guest is already a loyalty member, their membership number and status will display in the reservation.
If the guest is not a member, the system automatically enrolls them and displays their new membership number and initial loyalty status.
If the system cannot find a match, but the guest believes they are already enrolled, try confirming alternate email addresses they may have used.
Still Need Help With This Topic?
Ask Yourself:
- Did I save the reservation so that the Add Loyalty button is visible?
- Did I confirm the guest’s email address is accurate and up to date?
- Did the system display a loyalty number and status after clicking OK?
- If not, was a new membership automatically created?
Support May Ask You:
- What is the reservation number and guest name?
- What email address did you enter for the search/enrollment?
- Did you see an error message during the process?
- Do you have a screenshot of the reservation before and after adding loyalty?
- Was the guest expecting an existing loyalty account, or did they want to enroll in a new?
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