What Actually Happens Between "I Booked" and "I Got Paid"? Every week, our support inbox gets some version of the same question from members: "I stayed at your hotel, so where's my Cash Reward?" It's a fair thing for them to wonder, and it's a question your front desk or reservations team may hear too. Booking feels instant. Payout doesn't. Here's what's actually happening in between, and why your property is part of that timeline.

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Step 1: Guest stay completionA member's Cash Reward doesn't start processing the moment they book, or even when they check in. It kicks off after checkout, once the stay is fully complete. This is simple, but it trips guests up because the booking confirmation email makes the reward feel already locked in. It's earned at booking, but it's not processed until the stay actually happens.

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Step 2: The hotel confirms the stay.This is the step most members don't see, and it's usually where member questions come from. After checkout, we wait on confirmation from your property that the stay took place as booked, no cancellations, no no-shows, no changes to the reservation.

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Step 3: Payout.Once we have that confirmation, the Cash Reward gets released to the member's account. This is the fastest part of the whole process, but it's also the last domino, so it only moves once everything before it has landed.

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Where your team fits inBecause your guests are our members, your team ends up playing a few small but visible roles in this timeline:

• Room reservations and front desk teams are often the first to hear about the program, so a quick acknowledgement at check-in, letting guests know their reward comes after checkout, sets the right expectation early.
• The speed of your stay confirmation directly determines how quickly a guest sees their reward, since payout can't happen until that confirmation lands on our end.
• Questions come up on both sides. Our daily support team is available to answer them, whether they come from you or directly from your guests.

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Why this matters for how we talk about it.Every guest who books direct should walk away wowed by their rewards and feel like they made the smart choice, every time. It takes understanding the entire process inside and out, including the behind-the-scenes mechanics most guests never think about. Those invisible details are exactly what separate an average member experience from one that earns loyalty.

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