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Guest Tiers sorts guests into levels — Regular, Silver, Gold and Platinum are set up for you — and tells your AI staff how a guest on each level should be treated.

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What is on the screen

A single switch at the top, Guest Tier System, turns the tier system on. With it off, the cards below are hidden and nothing applies. A card per tier — Add Tier adds one, up to five, and a card’s bin icon removes it, down to two. Each card has four things: The first tier is the default: everyone starts there, and it cannot be removed or renamed.
AI Instruction is the field that changes behaviour. The instruction is what your AI staff act on — “Greet warmly as a returning guest. Mention their preferences. Offer room upgrades proactively.” Perks are what the level gets: your team sees them on the guest’s profile, your AI staff know them, and guests read them in the chat.

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What you do here

1

Turn the system on

Nothing below applies until the switch is on.
2

Name your levels

Use words your team already says out loud. A tier nobody recognises is a tier nobody applies.
3

Write each perk as a concrete thing

“Room upgrade when available” is usable. “Enhanced experience” is not, because neither your AI staff nor your team can act on it.
4

Write the AI Instruction as an instruction

Tell your AI staff what to do, not what the guest is. “Offer a late check-out without being asked” is actionable; “this guest is important” is not.
5

Select Save Changes

Nothing you have typed — the switch included — takes effect until you save. The button appears as soon as something on the page has changed.
A perk is a promise your hotel keeps, not one the software keeps. Writing “free airport transfer” here means guests read it in the chat, and your AI staff can tell a guest on that level they have it. Only write what your team will actually honour.
Before removing a tier, check the strategies that use it. If a strategy uses a tier your change affects, Save Changes is refused and the message names the strategy. Edit or archive that strategy on Strategies first.

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What happens next

Once tiers are saved, a guest above your first tier carries a badge with their tier’s name on Profiles and on their bookings in Reservations, and the VIP view on Profiles lists them. Every guest’s profile panel shows their tier beside their name, and that is where you set it, by hand. Points do not change a guest’s tier. Use AI Instruction to describe how you want your AI staff to treat guests on each tier. With the switch on, the chat also offers membership: a Member button where a guest signs in or joins, a page of their own with their level, stays, points and perks, and, beside the rates the chat shows, an invitation to join that lists perks from your first tier — the level a new member starts on. The tier names you save are the ones the Loyalty tier condition offers on Strategies.