Loyalty
Turn first-timers into regulars. Without lifting a finger.
Every guest classified behaviourally. Points on bookings and on spend. Redemption at the till. No app required, no separate sign-up flow, no second guest record.
What it does
Universal guest tiers, points, rewards — all automatic.
Universal tier classification
Every guest in your CRM gets a behavioural tier — new, regular, lapsing, VIP — automatically, based on visit frequency, recency, and spend. No opt-in required. Tiers update overnight and drive marketing journeys without manual list management.
Points on bookings and on spend
Earn points when guests book a reservation, when they pay in the venue, and when they pre-pay for events or experiences. Configure rates per service, per venue type, or per guest tier. Points sit on the same guest record as everything else.
EPOS redemption
Redeem points at the till in seconds. Apply against the bill, against a specific item, or convert to a discount percentage. Server enters the redemption; the audit trail captures who, when, and how much.
Service-recovery overrides
A meal didn't land. A booking went wrong. Front-of-house can issue a one-off points credit on the spot — no manager call, no awkward conversation. Configurable limits per role; everything audited.
Automatic reversal on refunded transactions
If a transaction gets refunded, the points awarded for it reverse automatically. No phantom balances, no operator confusion, no manual cleanup. The integrity of the loyalty programme stays intact whether you're awarding or unwinding.
No second guest record
Loyalty isn't a separate database. The same guest record drives reservations, EPOS visits, marketing consent, and loyalty balance. Guests don't sign up for loyalty separately; they're already in your CRM.
Tier-driven marketing journeys
Behavioural tiers feed straight into the Marketing module. Win-back journeys to lapsing guests, VIP welcome to first-time regulars, birthday triggers — all driven by the same tier logic, all without you running a list.
Apple Wallet card (v1.1)
Guests can add a Grace loyalty card to Apple Wallet for at-a-glance balance and tier status. Shipping in v1.1 alongside the Guest-Facing App.
Included on every plan
Get Loyalty for your venue — alongside 9 other features from £84 per month
The whole Grace platform on every plan. Scale by venue size, not by ticking features on one at a time.
Pairs well with
Other modules that work alongside Loyalty.
Everything Grace does feeds back to the same guest record. Here are the modules most operators use together.
Know every guest. Even the walk-ins.
One record per guest, automatically built across every channel.
- Visit history, preferences, allergies, notes
- Marketing consent tracked properly
- Automatic behavioural tiers
- No duplicates, ever
Send fewer messages. Get better results.
Campaigns, journeys and reporting that actually attribute revenue.
- UK SMS from a number specific to your venue
- Always-on journeys (welcome, win-back, birthday)
- Real attribution — see which messages drove bookings
- Meta Pixel + Conversions API integrated
Fewer no-shows. More repeat visits. Less host-stand chaos.
Booking widget, deposits, walk-ins and waitlist — one host screen.
- Branded booking widget on your domain
- Deposits and cancellation fees
- OTP-verified guest identity
- Service-aware availability
Want to see Grace at work?
30 minutes, no slides, just the product running at a real venue.