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Commonly used segments

An overview of the most used member segments, the campaigns they are typically used for, and the exact filter settings to build them in the segmentation tool.

How it works

Segments let you target campaigns and communication at the right members instead of your whole database. You build a segment with filters in the dashboard segmentation tool, then choose it as the recipient list in the campaign settings before activating.

Segments marked (standard) below are available out of the box in the Loyalty+ dashboard.

Segment overview

1. Post-stay (standard)

  • Use for: "Thanks for visiting" letters, or a rebooking nudge sent for example 2 months after check-out.
  • Filter: Days Since CheckOut <equal> [x]
  • Note: x = number of days since check-out.

2. Pre-arrival (standard)

  • Use for: Pre-stay letters with practical information, presentation of your facilities, and upsell opportunities before arrival.
  • Filter: PMS DaysToArrival <equal> [x]
  • Note: x = number of days until arrival, for example 2.

3. On-stay (standard)

  • Use for: Messages to guests currently at your hotel, such as tonight's restaurant offer or spa availability.
  • Filter: PMS DaysToArrival <equal> [-1] AND PMS DaysOfStaying <greater> [1]
  • Note: Captures members who checked in yesterday and are not checking out today.

4. Birthday (standard)

  • Use for: Birthday greetings with a gift, for example a birthday gift card.
  • Filter: DaysUntilBirthday <equal> [0] OR [-1] OR [-2] OR [-3] OR [-4] OR [-5] OR [-6] OR [-7]
  • Note: Members stay in the segment for 7 days after their birthday, then birthday offers disappear from their profile. Combine the segment with a gift card or offer, and the member finds their birthday gift on My Page. Set the email to send every 1 days and send only 1 time per member.

5. Expiring bonus points

  • Use for: Reminding members that points are about to expire, with a nudge to book before they're lost.
  • Filter: ExpiringBonus <greater_or_equal> [1]
  • Note: Replace 1 with a higher number to only reach members with a meaningful amount of expiring points.

6. New members (standard)

  • Use for: Welcome messages introducing the program and its benefits.
  • Filter: Registration date <last_x-days> [5]
  • Note: Captures everyone who registered in the last 5 days.

7. Members in specific areas

  • Use for: "For the locals" campaigns in the off-season, or flash sales for members living near your hotel.
  • Filter: ZipCode <equal> [xxxx] OR ZipCode <equal> [yyyy] — or ZipCode <begins_with> [x]
  • Note: The first version targets exact zip codes. The second targets all zip codes starting with a given digit, covering a wider area.

 

Good to know

  • Recipients are always chosen in the campaign settings before activation. Double-check the segment size before sending.
  • The birthday segment requires the send settings described above, otherwise members may receive the email multiple times during the 7-day window.
  • Segments update dynamically. A member who qualifies tomorrow enters the segment automatically.
  • See "Campaign Structure for Your Loyalty Program" for campaign ideas to pair with these segments.