Redeem and Track Guest Benefits

Quick Check

Tap the card, then click Consume 1. The redemption is saved the moment you click — it does not wait for your PMS.

This guide covers the daily job at the restaurant door or the front desk: recording that a guest used an included benefit such as breakfast, handling a guest who has already used their allowance, fixing a mistake, and exporting the month's figures.

Where to Find It

Go to: Main Menu → Entitlements

Setting up, not redeeming?

To connect the benefit catalogue, create benefits, or attach them to rate plans, see Set Up Entitlement Support. To scan cards and refresh reservation data, see Scan Guest Entitlements.

Quick Reference

Action	Where	What it does
Consume 1	Benefit card, Scan tab	Records one redemption against the selected room allowance
Consume selected quantity	Benefit card when more than one unit remains	Records the selected quantity against the allowance
Manager override	Replaces Consume 1 when the allowance is used up	Records an audited exception with a written reason
Undo	Activity tab	Adds a reversing entry that cancels a redemption
Retry	Activity tab, on a failed row	Sends the redemption to your PMS again
Export XLSX	Activity tab	Downloads a summary and transaction workbook

Redeem a Benefit

1. Go to Main Menu → Entitlements and stay on the Scan tab

2. Select an online encoder and click Start scanning

   Skip this if the card will not read — a manual lookup needs no encoder

3. Tap the guest's keycard, or find them with Look up by room or the confirmation number

4. Check the benefit card — it shows the allowance, how much is used, and when the next one becomes available

5. Click Consume 1

   ✓ The redemption appears immediately in the Activity tab with a green Saved in Streamliner badge

6. Click Done to clear the guest and leave the reader ready for the next card

Saved first, synced second

Streamliner records every redemption in its own ledger straight away, then sends it to your PMS in the background. A slow or unavailable PMS never blocks the guest at the door, and never loses the redemption.

If the guest is not eligible today

The card shows why instead of offering a button. Common reasons: the benefit belongs to a different day of the stay, the schedule could not be confirmed with the PMS, or the guest has no such benefit on their rate plan.

Opera breakfast dates

Opera may store a next-day package against the previous stay night. AVA uses Opera's schedule flag to show the benefit on its actual redemption date. The hotel business date controls redemption, while the matched PMS date controls the allowance row. For example, a breakfast redeemed on 28 August can use Opera's 27 August schedule row. Schedules without an explicit stay-night basis continue using the hotel business date.

Mews breakfast dates

Mews normally posts benefits against the occupied stay night. A 27 August posting can appear as breakfast for 28 August. AVA keeps this default when the Mews product catalogue is unavailable. Explicit same-day schedules, including PostingTimeUnit, use their supplied redemption date.

When the PMS date differs from today's date

Some PMS benefits use the occupied stay night as their schedule date. That date can be earlier than today's hotel business date.

• AVA checks today's business date for redemption eligibility.
• AVA reads and updates the matched PMS schedule row.
• Per-stay benefits follow the same basis when their valid dates come from the PMS.

You can redeem normally when the benefit card says it is available. You do not need to adjust the hotel business date.

Shared rooms and grouped reservations

AVA combines linked reservations for the same room into one room-level result. The result shows booked occupancy when the PMS provides it. It also shows a roster with Primary, Sharer, Accompany, or Guest labels.

AVA uses normalized PMS family metadata to build this roster. You do not need to interpret vendor-specific shared-guest identifiers. Opera family reservations use Primary, Sharer, or Member roles. Mews companion records use Main or Accompany roles.

AVA does not sum linked allowances. It selects the highest allowance and chooses Primary when allowances tie. The redemption remains attached to the reservation that supplied the allowance.

Use the roster to confirm the guest before consuming a benefit.

Check the guest before redeeming

Confirm the guest's roster label and reservation details before redeeming. This prevents a redemption from being recorded against the wrong linked reservation.

Consume several units at once

When more than one unit remains, choose a Quantity to consume value. The available choices stop at the remaining allowance.

1. Check the remaining allowance on the benefit card.
2. Choose the number of units to consume.
3. Click the Consume button showing your selected quantity.

✓ Streamliner records the selected quantity in one redemption.

When the Allowance Is Used Up

Once a guest has used everything for the period, Consume 1 is replaced by Manager override.

1. Get a manager's approval for the exception — this step is not optional

2. Click Manager override

3. Type a Reason for override — up to 300 characters, and it is required

4. Confirm

   ✓ The Activity row is tagged Manager override with your reason attached

Use overrides sparingly

An override is an audited exception, not a second helping. The reason is stored permanently against the redemption and appears in the exported report. Overriding requires a specific permission, so most staff will not see this option at all.

Fix a Mistake

1. Open the Activity tab

2. Find the redemption

3. Click Undo

   ✓ The entry appears struck through in red

Undo does not delete anything. It adds a reversing entry that cancels out the original, so both remain in the record. That is what keeps the audit trail honest — and it is why a reversal itself cannot be undone. If you reverse something in error, simply record the redemption again.

Read the Sync Badges

Every Activity row carries a green Saved in Streamliner badge. The second badge tells you how the PMS side is going.

Badge	Meaning	Do This
PMS sync pending	Queued, not sent yet	Nothing — it clears on its own
PMS sync retrying	The first attempt failed, another is running	Nothing — wait
PMS synced	Recorded in your PMS too	Nothing
Ledger only	The PMS cannot accept this redemption for its current business date	Nothing. The Streamliner ledger is the record
PMS sync failed	Every attempt failed	Click Retry. If it keeps failing, the figures still stand — export the report and post them manually

The guest is never affected by a sync problem

All five states mean the same thing for the guest at the door: the benefit was redeemed and the allowance was counted. Sync status only affects whether the charge is mirrored into your PMS.

Export the Consumption Report

Use this for month-end reconciliation, F&B billing, or checking overrides.

1. Open the Activity tab

2. Find Export consumption report

3. Set a Start date and End date — both default to today

4. Click Export XLSX

   ✓ A Vouch-branded workbook downloads with two sheets

Sheet	What it holds
Summary	Totals grouped by business date and benefit — the management view
Transactions	Every individual redemption, including overrides and reversals — the audit view

Limits worth knowing before you pick a range:

• A report covers at most 90 days
• A report holds at most 50,000 transactions
• Future business dates are not accepted
• If nothing was redeemed in the range, you still get a workbook — with headers and no rows

Things Worth Knowing

• A scan result goes stale after about 20 minutes. The redemption offer is tied to the allowance shown at scan time. Leave a card open on screen through a long breakfast service and the redemption will be refused — scan again and it works.
• Activity shows today only. For anything earlier, use the export.
• Each click records one unit — check what the guest is actually entitled to. The card shows whether the benefit is Per guest or Per room, alongside the remaining allowance. A per-room breakfast covers the room whatever the headcount, so clicking once per person would over-consume it. Click Consume 1 once for each unit you serve, and stop when nothing remains.

Troubleshooting

The redemption is refused after the card has been on screen a while

What you see: Clicking Consume 1 fails, mentioning an expired or invalid eligibility check.

Why it happens: The scan result is older than roughly 20 minutes, or the guest's data has changed since.

Fix: Scan the card again — or re-run the manual lookup — and redeem from the fresh result.

"Failed to record consumption"

What you see: The redemption does not save.

Check:

• You have not already recorded this exact redemption — check Activity before retrying
• The benefit is still showing as available on a fresh scan
• Your role can record redemptions — viewing entitlements and redeeming them are separate permissions

The wrong guest appears for a shared room

What you see: A room lookup shows a grouped result with several guests.

Fix:

1. Compare the roster names and labels with the guest's details.
2. Confirm the booked occupancy when it is shown.
3. Confirm the allowance before clicking Consume 1 or the quantity button.
4. Ask support to review the PMS reservations if the roster is incorrect.

The override dialog will not submit

What you see: Nothing happens when you confirm the override.

Check:

• You have typed a reason — it is mandatory
• The reason is 300 characters or fewer
• The allowance is genuinely used up — override only applies to an exhausted allowance
• Your role has override permission

Undo is missing on a row

Why it happens: The row is itself a reversal. Reversals cannot be reversed.

Fix: To reinstate the benefit, record the redemption again from the Scan tab.

The export will not run

What you see: One of the date messages instead of a download.

Message	Fix
"Select a start and end date"	Fill both fields
"The start date must be on or before the end date"	Swap the dates
"Reports cannot include future business dates"	End on today or earlier
"Choose a date range of 90 days or fewer"	Split it into shorter ranges
"This report has too many transactions"	Shorten the range — the cap is 50,000 rows

Still Stuck?

Contact success@vouch-technologies.com if:

• ❌ Redemptions stay on PMS sync failed after several retries
• ❌ A guest's allowance looks wrong on a fresh scan
• ❌ The exported totals do not match what your team recorded

Helpful to include:

• The guest's room or confirmation number
• The date and time of the redemption
• A screenshot of the Activity row, including its badges

Related Guides

• Scan Guest Entitlements
• Set Up Entitlement Support
• Manage Rate Plans