21 a. Benefits 21 b. Eligibility 21 c. Procedures Member Resources Hotel Resources

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1 1.1 General Description Member Benefits 4 a. Benefit Descriptions 4-7 b. Membership Benefits and Information Quick Reference Guide Guidelines Enrollment Coast Rewards Redemptions Coast Rewards Stays 16 a. Reservations 16 b. Pre Check-In 16 c. Check-In 16 d. Aeroplan vs. Alaska Airlines vs. Coast Rewards e. Night Audit Points Entry f. Night Audit Points & Voucher Reconciliation 18 g. Bonus Points 18 h. Points Reconciliation a. Reservations 19 b. Accepting Redemption Vouchers 19 c. Accepting Real-time Vouchers 20 d. Pre Check-In 20 e. Check-Out a. Benefits 21 b. Eligibility 21 c. Procedures Member Resources Hotel Resources

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3 Coast Rewards recognizes and rewards members for their loyalty to Coast Hotels, offering our most loyal guests an opportunity to earn points for every qualifying dollar spent. Members have the opportunity to redeem points for complimentary stays, upgrades, charity donations, travel packages and valuable merchandise. The program: rewards loyal Coast customers increases retention of Coast customers increases frequency of stay of Coast customers invites trial use of Coast Hotels & Resorts drives frequent Coast customers to preferred reservation methods (i.e. web site, CRES, direct to hotel, travel agents) The Coast Rewards program offers members exciting redemption possibilities rewarding them for their loyalty to Coast Hotels & Resorts. Points can be redeemed in real-time (onsite) for upgrades and stays at our hotels, charity donations, travel packages, and for merchandise through merchants in Canada and the United States such as The Gap, Home Depot, Pottery Barn, Chapters/Indigo, Best Buy and Amazon.com/ca. These redemption items make the Coast Rewards program competitive with industry-leading loyalty programs and truly recognize the loyalty of our customers. Members stays are tracked through a Web Terminal, available on the Internet to all hotel locations. Using a secure login, the member s stay information is entered nightly with points being awarded immediately after their stay. The Web Terminal also provides access to look-up member information and account histories, as well providing real-time redemption functionality for onsite room upgrades, room nights, carbon credits, and pet and parking redemptions. All new members in the Coast Rewards program start at the Silver level. Then based on activity in the program, members will move between the three levels. Each level provides a different amount of point accumulation and in-hotel benefits. 3

4 Membership Level Accumulation Qualification Re-qualification Silver $1 = 1 point Enrollment 1 stay in 12 months Gold $1 = 1.25 points 15 nights 15 nights in 12 months Platinum $1 = 1.5 points 40 nights 40 nights in 12 months Members also have the option of choosing to collect frequent flyer miles with either of Coast Hotels airline affiliates, Aeroplan and Alaska Airlines. When registering for a Coast Rewards Membership, members are able to select whether they would like to collect Coast Rewards Points, Aeroplan Miles or Alaska Airline Miles. Members may change their selection once every anniversary year. Further information provided in Section 2 of this Handbook Renewal of membership will be on the member s anniversary date (enrollment date). Members who do not re-qualify at their current level during their membership year will move to the level for which they qualify. Memberships that do not have any activity with-in a 24-month period will be cancelled from the program. Cancelled memberships are not renewable and any points associated with the memberships are permanently lost. If a membership is cancelled, it cannot be reinstated but the guest may sign-up for the program again. Members will receive 2 reminder Miss you after 12 and 18 months of non- activity to advise of their last activity and their potential deactivation date. a. Benefit Descriptions Benefits are provided to the member, based on their membership level. Following are detailed descriptions of the benefits. Please refer to the Membership Benefits Quick Reference for benefit qualification by level. Express Check-In Guarantee after 3:00pm (see below). *Valid credit card must be on file. Coast Rewards members' folio statements will be delivered to their room, prior to 6:00 am, on their planned check-out day. A final statement with any additional charges will be mailed to address on the members folio. 4

5 Immediate family members (brother, sister, mother, father, spouse, and children) may occupy the same room as the Member, at no charge. Additional family members must be confirmed at time of reservation. There may be a charge if a rollaway bed is required. Coast Rewards members will have the opportunity to be placed on a priority waitlist in the event that the requested dates for a hotel are sold out. Priority check-in is available to all Coast Rewards member when reservations are made outside 24 hours prior to arrival. Coast Rewards Members can go directly to the Priority Check In Front Desk and pick-up their pre-registration folder and key for the accommodation reserved. Priority Check-in Guarantee is based on standard check-in times for each membership level. The guest is guaranteed that the pre-registration envelope and key will be at the Front Desk by the standard check in time: Silver 3:00 PM Gold 3:00 PM Platinum 12:00PM Noon Hotels will provide Express Check-In by pre-approving the member s credit card that was provided at the time of reservation. All charges from each stay will be processed to that credit card unless alternative arrangements for that stay are made. If Coast Rewards Members check-in folder and key are not available when a member arrives at the priority check-in counter, the member is entitled to receive 500 Coast Rewards points or 250 Aeroplan Miles. Ex. A member arrives after the standard check-in time and finds that the pre-registration package is not at the "Check-In ". As a result the member must wait for the Coast Ambassador to process the check-in. The member is eligible to receive 500 Coast Reward Points or 250 Aeroplan Miles. Members are entitled to the best available rate in all hotels. These rates are only available for individual travel. For group rates, please contact the Coast Hotels Sales Representative. Rates are subject to change without notice. Members receive special rates in Canada and the US, subject to availability. To receive this special rate, quote the required ID number at the time of reservation. Special Rates Contract ID# In addition, Coast Rewards members receive complimentary enrollment in Emerald Club, a program that offers priority service, recognition and rewards for renting with National(valued at $50 USD) To enroll in Emerald Club, simply visit any National location or register online. Reservations can be made toll free with National Car at or by visiting 5

6 Coast Rewards members have an exclusive reservation number, , answered by Member Service Agents only. A newspaper will be available for Silver Coast Rewards members at the front desk each morning. (Note: the newspaper will be delivered in all Canadian hotels as per Coast Standards) A newspaper will be delivered to Gold and Platinum Coast Rewards members guestrooms each morning. Complimentary Local and Toll-Free Calls (Gold, Platinum) Gold and Platinum Coast Rewards members will not be charged for local calls or phone systems access, including collect calls, credit card calls and calls. (This does not include actual toll charges). (Note: Canadian hotels as per Coast Standards do not charge Silver, Gold or Platinum members for local calls or phone systems access to collect calls, credit card and calls.) Ex. If a member wishes to make a calling card call, the usual hotel access fee charged for this service will be waived. Upon request, Gold and Platinum Coast Rewards members are offered complimentary nightly turndown service. At the time of Check-In, Platinum Coast Rewards Members can be given a complimentary one room type level upgrade based on availability. Late check out to Coast Rewards members is based on their level: - Gold and Platinum members may check-out late, up to 3:00pm, upon request, based on availability. Coast Rewards members receive a special welcome amenity at check-in for each stay. The welcome amenity is at the discretion of the hotel (e.g. bottled water, chocolates, cookies, etc.). Coast Rewards members receive complimentary continental breakfast each morning. The location of the breakfast availability will vary by hotel location. 6

7 Coast Rewards members may request a 2 nd room at 50% off Best Available Rate at time of booking, for use by immediate family members (brother, sister, mother, father, and children) based on availability. Limited to one room per stay. Guests of the member do not receive member only benefits. However, the revenue from the second room does accumulate points for the Coast Rewards member if the charges from the second room are transferred to the member s folio. Reservation of one room is guaranteed even when the hotel is full, if reserving a minimum of 48 hours in advance (hotel local time). If a Platinum member tries to reserve online and there are no rooms available, the member must call to book. Room type cannot be guaranteed. Ex. A Platinum member reserves a week before arrival and the hotel is full. The Platinum member is able to reserve a room and another guest will have to be moved to accommodate the reservation. Note: this benefit may not be available in all Resort locations. Each instance must be evaluated on its merits. 7

8 Perks Silver Gold Platinum Qualification Enrollment 15 room nights/member year Re-qualification One year from enrollment and each year there after 40 room nights/member year 1 room night 15 room nights 40 room nights Express Check-In and Check-Out Yes Yes Yes Second Person in Room at No-Charge Yes Yes Yes (immediate family only) Priority Waitlist Placement When Hotel Yes Yes Yes is Sold Out Priority Check-in Check-in Key Folder is guaranteed upon arrival if not met guest will receive 500 Coast Rewards points or 250 Aeroplan Miles Yes Yes Yes National Car Rental Canada and US special rates and a complimentary Emerald Club membership, subject to availability. Yes Yes Yes Exclusive Toll-Free Reservations Yes Yes Yes Internet Reservations Direct access to online reservations that are personalized and faster with Coast Rewards membership. Yes Yes Yes Complimentary Newspaper Yes Yes Yes Complimentary Local and Toll-Free No USA Yes Yes Calls Yes - Canada Turndown Service No Yes Yes Upon request. Upgrade at time of Check-in No No Yes Based on availability. Late Check-Out Check-out, without charge up to 3:00 p.m. upon request, based on availability. No Yes Yes Welcome Amenity No No Yes Complimentary Continental Breakfast No No Yes 50% off Second Room for Immediate No No Yes Family Guaranteed Availability Reservation is guaranteed, even when hotel is full, if reserving a minimum of 48 hours in advance. *See Guidelines No No Yes Accumulation Rate / Earning points 1 point for every dollar spent excluding taxes 1.25 points for every dollar spent excluding taxes 1.50 points for every dollar spent excluding taxes 8

9 Qualifying Stays: All rates are eligible to receive Coast Rewards points when reservations are made through: CRES number hotel direct travel agents Members are permitted to earn points and miles on incidental charges that are posted to their guestroom folio. When a member uses the restaurant services only, a Food and Beverage Tracking Form must be completed and submitted nightly to the Front Desk for submission by the usual audit procedures. *A member can receive points for restaurant services only. *Participating restaurants only Reservations made in advance through third party reservation systems, such as Expedia, Travelocity,Booking.com, etc where the member pays an online company in advance or tour operators such as Thomas Cook where a hotel is chosen for the guest, will not be eligible for point or mile accumulation. However, the number of nights that they have stayed will count toward their membership tier status. Members can accumulate points or miles on stays made only after enrollment (i.e. previous stays will not qualify for points or membership level qualification). In some special cases will apply retro points up to 3months to prior to sign up date depending on guest future travels. Will evaluate one by one case. Points accumulate upon receipt of completed member application by Coast Rewards and implementation of membership enrollment. The guest folio must be in the member s name to qualify for points. Points and miles are non-refundable, non-transferable and may not be combined with another member s card. Members that have room charges direct billed are eligible for point and mile accumulation; if room rates are applied to a group master they are not eligible to collect points or mileage. They can however be awarded for the number of nights that they have stayed. The General Manager, Front Office Manager or Supervisors can authorize the addition of bonus points to a member account if the member has had reason to complain or has been unsatisfactory with any product or service. Bonus points are added through the points processing procedure by the night auditor. Only one bonus per stay should be considered. Bonus points for members earning Coast Rewards Points can be issued in 50, 100, 250, 500, and 1000 point increments. Bonus points Bonus Code

10 Members may redeem points via Member Services or the Coast Rewards Website. Complimentary room nights, upgrades, pet and parking fees may be redeemed in real-time at time of check-in. Points are for personal use and cannot be combined with another member s points but a member can use points to purchase a redemption reward, including room vouchers, for another person. Points, once redeemed, are non-recoverable to the member s account. Vouchers cannot be refunded or replaced. Reservations made for use with a redemption voucher or real time requires a credit card for guarantee of arrival. If the guest is a no show, the credit card will be charged the best rate available plus taxes for the first night of the stay. The redemption voucher can be used for a future stay. Travel rewards must be reserved at least 21 days in advance such as Vacation Package, golf and/or ski packages. When reserving a travel reward, the named travelers must be provided at the time of redemption. Members can call if they would like to give a specific reward to another person. Coast Rewards redemption items are subject to change without notice. Reservations made for use with a Redemption voucher or real times is subject to all applicable stay restrictions such as cancellation and no-show policies. When redeeming an upgrade, the member s reserved room type will be upgraded one room type level at the time of reservation based upon availability. Specialty suites and rooms are not eligible for upgrade redemption. 3-4 weeks must be allowed for delivery of redemption rewards when redeeming online. Duplicate vouchers will not be issued if lost or stolen. Redemption voucher must be presented at check-in. Coast Rewards members also have the option to redeem their Coast Rewards points for Aeroplan Miles. 1 Coast Rewards Point is equal to one 1 Aeroplan Mile (1:1 ratio) as provided for within the Coast Rewards Catalogue. Conversions are allowed in 1,000 point increments. 10

11 Members are able to enroll through three different methods. Guests can complete a Coast Rewards enrollment form at a property. The enrollment form has the Coast Rewards membership # included so new member can use immediately. Coast Rewards member info will be stored in our in system. The enrollment form is self-sealing, pre-addressed and postage paid. Enrollment forms should be dropped into a Canada Post / USPS mailbox to complete the enrollment process. If turned in to a hotel, the hotel should drop the form into the mail or may scan the enrollment forms and e- mail to enrolments@moneris.com. Please ensure the enrollment form is completed in full, and that the following fields are provided: Name Full Address Address Birthdate Point or Mile Collection Preference Signature Also ensure the location name has been included on the form. Enrollment forms are self-sealing, pre-addressed and postage paid. Guests can complete a Coast Rewards enrollment form and remove the perforated membership card. This card can be used immediately. The enrollment form must then be dropped into a Canada Post / USPS mailbox to complete the enrollment process. For the enrollment to process, the following information must be provided: Name Full Address Address Birth date Point or Mile Collection Preference Signature New members do not require membership card, all info will be stored in our system. Guests can register for Coast Rewards online. Upon completion the member will receive their membership number for immediate use. For the enrollment to process, the following information must be provided: Name Full Address Address Birthdate Point or Mile Collection Preference New members do not require membership card, all info will be stored in our system. 11

12 *If a member is enrolling in the Coast Rewards program and is choosing to earn Aeroplan Miles or Alaska Air Mileage, the member must have an active Aeroplan Number or Alaska Air Mileage Membership to qualify. If the member does not have an active account, Aeroplan Enrolment Kits enrollment information are available at the front desk. The Aeroplan Card number included with the kit must be activated at Guests may also register for an Aeroplan Number online at For Alaska Mileage guest may join the Alaska Mileage Program at 12

13 Reward redemptions are made through three different methods. A member can request a redemption reward through Member Services at Live customer service representatives are available M-F 7-6:30 Pacific Standard Time and 9-4 Pacific Standard Time on holidays and weekends. Points are removed from the member s account immediately upon redemption. The member will receive their reward 3-4 weeks after redemption. Redemptions cannot be reversed. Members are also able to request a redemption reward via Once a member has logged into their account, they are able to request a redemption reward based on their accumulated points and the available redemption rewards. Points are removed from the member s account immediately. The member will receive their reward 3-4 weeks after redemption. Redemptions cannot be reversed. Real-time redemptions for room upgrades and room nights (standard and superior), carbon credits, pet and parking redemptions are available at check-in. Members can request a real-time redemption, assuming he/she has the required points available in his/her account. The member is required to show proof of identity (picture ID) prior to the redemption taking place. The front desk agent completes the real-time redemption through the Web Terminal and prints the completed screen. The guest must sign the printed redemption voucher. The redemption voucher must be used during the current stay. The voucher acts as a F.I.T. voucher and must be attached to the member s registration card for payment. Please follow the Procedures for Redemption Stays (section 2.2) provided in this training manual. Note: Points, once redeemed, are non-recoverable to a member s account. Hotel must ensure member signs the printed redemption voucher to confirm member s request. is a complete resource for current and potential Coast Rewards members. It is a real-time site that has the most up to date information for our members. Our customers can: Learn about Coast Rewards and its benefits View the exciting redemption awards Join the Coast Rewards program online Learn about becoming a Coast Meeting Planner When a Coast customer becomes a member of Coast Rewards, they have complete, real time access to their membership. Once logged into using their password, members can: Make faster, online reservations View current reservation on a travel itinerary 13

14 View their tier status and points history Update their contact information View and redeem points for Coast Rewards Update their stay preferences View promotions for Coast Reward members and Coast Rewards Meeting Planners Change their Aeroplan Miles / Alaska Air Mile / Coast Rewards Point accumulation preference (this can only be done once annually) Report lost or stolen cards Contact Coast Rewards : Step 1: Member logs in to the Coast Rewards or Coast Hotels website using their full Coast Rewards card number or username and password Step 2: The member makes a reservation Step 3: The member s contact information and stay preferences are automatically entered into the reservation Step 4: A travel itinerary is automatically created and can be printed as a reference A travel itinerary is an up to date chronological list of any active reservations that are made online. This includes any cancellations or modifications made to reservations online. The list gives the arrival date, city, hotel and confirmation number for each active reservation. Any reservations, modifications or cancellations that are made offline can be accessed or viewed online. When a Coast Rewards member updates their stay preferences on their preferences are automatically added to the beginning of the notes & comments field of every reservation they make. These are the preference choices and how they will appear in the notes and comments field of the reservation: Preference : Bed Type - queen or king Room Preference of Comfort, Superior or Premium Upper vs. Lower floor Near Elevator vs. Away from Elevator is fully integrated with Customers can go to either website and access the other. is secure site verified by Verisign. 14

15 PROGRAM OPERATIONS AND PROCEDURES 15

16 For direct to hotel reservations: a. Reservation Procedure Step 1: Enter the reservation using the current reservation process. Step 2: Ask the member for their Coast Rewards Number or if they collect Aeroplan Miles or Alaska Miles Step 3: Enter the Coast Rewards Membership number (last 7 digits) into the reservation. In Hotel Concepts, it should be entered in the Loyalty field or their guest profile. Aeroplan Numbers and Alaska Airline Numbers should be entered in the Misc. field of their guest profile. b. Pre Check-In Procedure In addition to current pre check-in procedure: Step 1: Identify Coast Rewards Members and their membership tiers from the arrivals list. Step 2: Assign a room that best-suits the Coast Rewards Member s personal preferences. Step 3: Prepare the room keys in the member s respective membership tier check-in folder. Personalize the folder with the member s name. Step 4: Prepare the required in-hotel member benefits, based on the member s respective tiers. Step 5: Place Express Check-In key folder in required area. In addition to current check-in procedure: c. Check-In Procedure Step 1: Ask every guest, ARE YOU A COAST REWARDS MEMBER? Or DO YOU COLLECT AEROPLAN MILES? If not a member, provide the guest with a member enrollment form of their choice. Once the guest has completed the Coast Rewards enrollment form, taken an Aeroplan Enrolment Kit, or learned about how to sign up for Alaska Air Mileage, add the Coast Rewards number and/or Aeroplan Number and/or Alaska Air Mileage number to the guest s reservation. Step 2: Ensure that the member s Coast Rewards Number or Aeroplan Number or Alaska Air Number is on their reservation and on the reservation card. Members have the option of earning Coast Rewards Points, Aeroplan Miles, or Alaska Airline Miles for their stay. They can only earn one of the three! Earning mileage can be achieved in three ways: 1. Presenting an Aeroplan or Alaska Airlines Card or number (as long as the member does not have a Coast Rewards Number on their reservation) 2. Coast Rewards Members are able to request that their current and future Coast Rewards qualified stays be set up to earn Aeroplan Miles or Alaska Airline Miles instead of Coast Reward Points. By visiting members can also update their accumulation preference once per year. This allows the member to show just their Coast Rewards Card and 16

17 accumulate stays qualifying them for membership tier upgrades, while still earning Aeroplan Miles or Alaska Airline Miles. 3. Members can redeem their Coast Rewards Points for Aeroplan Miles at a 1:1 point-to-mile ratio in 1000 point increments. Point/Mile Entry e. Night Audit To add points or miles to Coast Rewards Member accounts (cards): Note: Information MUST be keyed into every field in order for the transaction to be approved. Step 1: Print Frequent Stay report from your PMS Step 2: Log on to Ernex Web terminal using user ID and password Step 3: Check the Frequent Stay report to determine if the member is collecting Coast Rewards Points, Alaska Air Miles or Aeroplan Miles Step 4: (a) for Coast Rewards Points: Select Enter card, and key in full *Coast Rewards Card number. Click on Go (b) for Alaska Airline Members only: Select Enter card, and key in full Alaska Air Miles Card number. Click on Go (c) for Aeroplan Member only: Select Enter card, and key in full Aeroplan Number. Click on Go Step 5: Check guest name on Frequent Stay report to that on web terminal screen. If names do NOT match, do NOT proceed Step 6: Select PURCHASE from menu *Remember to double check if the Coast Rewards Member is collecting Coast Rewards Points, Alaska Air Miles or Aeroplan Miles. This may be verified in ERNEX by selecting Cardholder Demographics Step 7 (a) for Members collecting Coast Rewards Points or Alaska Air Miles: Key in amount (revenue) of stay (from Frequent Stay report or folio). Amount keyed must always exclude taxes. (b) for Members collecting Aeroplan Miles: - Check the member s rate type (displayed on the Frequent Stay report) - Determine if the rate qualifies for 500 or 250 Aeroplan Miles (as noted above) - Purchase the appropriate amount of Aeroplan Miles in the Aeroplan field *Bonus code 10 = 250 Aeroplan Miles for restricted rates as specified *Bonus code 20 = 500 Aeroplan miles for all other eligible rates Step 8: Key in folio number (from Frequent Stay report or folio) Step 9: Key in number nights stayed (from Frequent Stay report or folio) Step 10: Key in Aeroplan code (10 or 20) or zero if no bonus code required Step 11: Click on Submit. Transaction is complete. Screen displays transaction reference number, points awarded, new balance etc. Step 12: Select Enter Card to continue as above until all guest transactions are recorded 17

18 Point/Mile Reconciliation To audit nightly point entry: Step 1: Print Terminal Transaction Log from Ernex Web Terminal. Step 2: Cross reference Frequent Stay report or daily folios to determine accuracy of data entry. If inaccuracies exist, adjust by completing additional purchase or refund transactions. Step 3: Follow night audit procedures to enter the member s incidental expenditures for point accumulation. Voucher Reconciliation Reconciliation of the redemption vouchers involves: Front Office: At check out, include the redemption voucher with the guest folio and included it in your shift audit at the end of your day. Night Auditor: After reconciling Drop Envelopes, include vouchers in Audit Envelope. Controller: After reconciling Audit Envelope, record budgeted monthly RevPar on voucher. At the end of the month, compile all vouchers and send to the Canadian Head Office. Specific reporting details will be provided. To add discretionary bonus points to a Coast Rewards Member account accumulating Coast Rewards points ONLY: When management has authorized the addition of bonus points to a member s account, the corresponding bonus code must be inserted during the purchase transaction. To add bonus points to a Coast Rewards Member account: Step 1: Select Enter card, and key in full Coast Rewards Card number. Click on Go. Step 2: Select PURCHASE from menu Step 3: Enter 0 into total amount Step 4: Enter 0 into folio number Step 5: Enter 0 in number of nights (very important to enter 0 ) Step 6: Enter bonus code (1=50pts, 2=100pts, 3=250pts, 4=500pts, 5=1,000pts) Step 7: Click on Submit. Transaction is complete. Screen displays transaction reference number, points awarded, new balance, etc. ( To audit nightly point entry: Step 1: Print Terminal Transaction Log from Ernex Web Terminal. Step 2: Cross reference Frequent Stay report or daily folios from your PMS to determine accuracy of data entry. If inaccuracies exist, adjust by completing additional purchase or refund transactions 18

19 The accounting department will collect signed redemption vouchers and guest folios and forward to Coast Rewards Accounting for reimbursement. To ensure efficient credit, it is suggested that the vouchers be sent on a weekly basis. Reimbursement for room stays are based upon budgeted Revpar for the month which the redemption took place. Reimbursement for Coast Hotels & Resorts cash vouchers are returned at a value of 80% of the face value of the voucher. For example: $ voucher = $ Send original voucher for reimbursement to Coast Hotels Corporate Office. Attn: Coast Rewards Ver Pesarillo West Georgia Street Vancouver, BC V6E 3V7 a. Making Redemption Reservations For direct to hotel reservations that include a redemption stay: Step 1: Enter the reservation using the current reservation process Step 2: Ask the member for their Coast Rewards number Step 3: Ask the member for their voucher number. Enter this number in the member s reservation, in the Notes and Comments field of the reservation Step 4: Ensure the room rate has been entered as RR (Rewards Redemption) rate type, which should be set as your budgeted monthly Revpar for the month of stay Step 5: Make sure credit card number is on reservation for any incidental charges or no-shows For redemption of upgrades, room nights or packages, presentation of the redemption voucher is required. Once the member has presented the voucher: Step 1: Confirm the member has signed the voucher to endorse its use and that it has not expired. Step 2: Ensure the correct room rate has been applied (RR rate type) Step 3: Retain a credit card number from the member, to cover incidental charges to the room Step 4: Ensure the member s Coast Rewards number is listed on their reservation Step 5: Attach the voucher to the member s registration card 19

20 Real-time redemptions can only be completed for room upgrades, room nights in a standard room and room nights in a superior room, pet stay and parking fees. Once the member has requested a real-time redemption: Step 1: Confirm the member has the required number of points in their account through the Web Terminal Real-time Redemptions for complimentary upgrades are redeemed on a per day basis for the guest s entire stay Note: Once redeemed, points are non-recoverable to the member s account; therefore, let them know you will have them sign the redemption voucher printed from the web terminal. If while attempting the real-time redemption, the message: Member s record requires update the redemption cannot be completed due to missing information on the member s account. Explain the situation to the member, and inform them of the way to instantly update their information: Contact Member Service, M-F 7-6:30 & Weekends and Holidays 9-4 (PST) Online at Step 2: Present the real-time redemption voucher to the member for a signature THE REAL-TIME REDEMPTION VOUCHER MUST BE SIGNED AT TIME OF REDEMPTION Step 3: Ensure the RR rate type has been applied Step 4: Ensure the member s Coast Rewards number is listed on their reservation Step 5: Attach the voucher to the member s registration card Step 6: Original signed voucher must be accompanied with the original hotel folio when sending to Head Office for reimbursement In addition to current pre check-in procedure: Step 1: Identify Coast Rewards members and their membership tiers from the arrivals list and/or Frequent Stay report Step 2: Assign a room that best-suits the Coast Reward Member s personal preferences Step 3: Prepare the room keys in the member s respective membership tier check-in folder. Personalize the folder with the member s name. Step 4: Prepare the required in-hotel member benefits, based on the member s respective tiers. Step 5: Place Express Check-In key folder in required area. In addition to current check-out procedure: Step 1: Ensure the member s Coast Rewards number is recorded on the guest registration card Step 2: Include any redemption vouchers and accompanying guest folio in the Drop Envelope at the end of your shift. 20

21 The Coast Rewards meeting planner program is a tool which will assist our sales teams in closing potential business and offers the members the ability to earn points toward exciting vacation packages, complimentary accommodations, valuable merchandise, or to earn thousands of Aeroplan Miles. i) Meeting planners will earn Coast Rewards Points or Aeroplan Miles when a minimum of 10 rooms are realized: *Meeting Planner Aeroplan Miles offered for a limited time. See details below. a) Coast Reward Points: Meeting planners choosing to earn Coast Rewards Points are eligible to earn one Coast Reward Point for every dollar spent in group room revenue when a minimum of ten rooms are booked and/or conference services are provided by Coast Hotels & Resorts. Meeting Planners will 1 Coast Reward point for every $3 spent on food, beverage and conference room rental charges applied to their event. A maximum of 20,000 Coast Rewards Points may be earned with any single, contracted event. b) Aeroplan Miles: Meeting planners choosing to earn Aeroplan Miles are eligible to earn miles when a minimum of 10 guest rooms are booked and/or conference services are provided by Coast Hotels & Resorts. Meeting Planners will also receive 1 Aeroplan Mile for every $3 spent on food, beverage and meeting room rental charges for their event, excluding taxes and gratuities. ii) As an added bonus, Coast Rewards meeting planners will be enrolled into Coast Rewards at the Gold level and will receive this tier's benefits when traveling on personal business. The Gold benefits do not apply to groups. i) Any anticipated distribution of meeting planner points must be outlined in the group and event contract. ii) Meeting planners will have a choice to earn either Coast Rewards Points or Aeroplan Miles. This choice will be outlined in the group or event contract. iii) Crew contracts and tour series bookings will not be eligible for point or mileage accumulation. Individual properties may elect to distribute bonus points or miles to these planners if necessary, although not recommended. Points will not be extended for items on the final bill that were purchased through outside vendors (audio visual, flowers, tents, etc.) iv) Aeroplan Members are also eligible to earn their respective miles for their personal stay (250 or 500) by providing their Aeroplan Number at check-in. The number of miles will be issued based on the contracted room rate. 21

22 The salesperson will be responsible for outlining the point or mileage program in each group and event contract. Upon completion of the event, the salesperson will communicate with the accounting office to notify her/him when the final bill has been paid. Upon receipt of final payment, the salesperson will fill out a form with the final point or mile tally that will be approved by the General Manager. This form must be submitted to Ernex for point or mileage distribution. This salesperson will advise the customer how many Coast Rewards points or Aeroplan Miles have been earned and ask for future bookings. 22

23 When can a member start earning Coast Rewards Points or miles? A member can start earning points and miles immediately! Enrollment is available at the property or through or Stays prior to enrollment will not be eligible for points, miles or towards tier status. When will a member be able to access their membership details and profile online? If a member enrolls online, they may access their Coast Rewards profile immediately. What does a member earn points on? Members receive points on all pre-tax spending during qualified stays at all Coast Hotels properties throughout Canada and the US. Members can only earn points on their personal folio. What does a member earn Aeroplan Miles on? Members receive 250 or 500 Aeroplan Miles (varies based on rate paid) on qualified stays at all Coast Hotels properties throughout Canada and the US. Members can earn miles for each room paid-for by the member, whereby the member is occupying one of the rooms and whereby the name of that member appears on all folios issued for these rooms. How does a member receive his/her points or miles? After the member has checked out, the Night Auditor will enter the member s stay information into the Web Terminal. This information is updated within min hours on the members account. How does a member achieve the different membership levels? Level qualification is based on the number of nights stayed by the Coast Rewards Member, at a Coast Hotels property. Qualification is as follows: Number of Nights to Re-qualify on an Annual Basis Silver Gold Platinum Members will be upgraded to the next level as soon as they reach the required nights stay within one year of their enrollment anniversary date. Membership is re-evaluated on the enrollment anniversary date. At this time, members could be downgraded if they have not accumulated enough nights to re-qualify. Members without activity for 24 consecutive months will be deactivated from the program. This rule applies to all members, regardless of the membership tier. So, Coast is affiliated with both Aeroplan Miles and Alaska Airlines Mileage Programs? Yes! The option to earn miles through our Frequent Flyer affiliate programs, Aeroplan and Alaska Airline Mileage, is offered at all participating properties. Coast Rewards Members can choose to earn Coast Rewards Points, Aeroplan Miles, or Alaska Airline Miles for their stay. They CANNOT earn more than one! 23

24 Guests who are NOT Coast Rewards Members can earn Aeroplan Miles or Alaska Airline Miles by showing their Aeroplan or Alaska Card or providing their Aeroplan Number at check-in or time of reservation. Coast Rewards Members: 1. Coast Rewards members are able to choose to earn Aeroplan Miles or Alaska Airline Miles for their Coast Rewards qualified stays by visiting and updating their accumulation preference in their Coast Rewards Profile. This allows the member to show just their Coast Rewards Card and accumulate stays qualifying them for membership tier upgrades, while still earning their Frequent Flyer points. 2. Members can update their accumulation preference once every 365 days. 3. Members can redeem their Coast Rewards Points for Aeroplan Miles or Alaska Airline Miles at any time through the usual redemption methods. Night audit must always check the Frequent Stay report to verify what currency (point or mile) the member has chosen to collect when they have both a Coast Rewards Number and Frequent Flyer number on file. Coast Rewards Members may indicate their preference via their membership preferences online. Non-Coast Rewards Members: Non-Coast Rewards members may receive Aeroplan Miles or Alaska Airlines Mileage even when they are not Coast Rewards members. Guests must provide their Frequent Flyer membership number at the time of reservation or at check-in. After they check-out, the night auditor submits the Frequent Flyer member s stay information in the same manner as any Coast Rewards member, inputting the Frequent Flyer member s number in the Card Number field. What if a Non-Coast Rewards Member realizes they did not earn Aeroplan Miles or Alaska Airline Miles for their stay? The member can make a claim for missing miles within 6 months from the date of departure by contacting Member Services at What if a member wants both Coast Rewards Points and their Frequent Flyer Miles? This is not possible on a per stay basis. The member is permitted to only earn Coast Rewards Points or Aeroplan Miles or Alaska Airline Miles on each stay. The choice is governed by their member preference profile. The Coast Rewards program allows members to earn Coast Rewards points or miles for their stay. Coast Rewards Points can be redeemed for either Aeroplan Miles or Alaska Mileage online at or by calling Member Services at The nights that Coast Rewards Members stay will still be counted for their tier level even if they receive Aeroplan Miles or Alaska Airline Miles with their Coast Rewards Card. A member has forgotten their redemption voucher. What should I do? The member is required to present their redemption voucher at check-in. Without a voucher the member must pay for the room in full, or use a real-time redemption and save the voucher for a future stay. Offer the member the choice of using a real-time redemption. If they agree, check the web terminal to make sure they have enough points. If they do have enough points, continue with the real-time redemption process and be sure to change their reservation card to indicate the new voucher. 24

25 If they do not have enough points, or choose not to redeem their points, offer the member the best rate available for their stay. Please follow the procedure for updating the member s reservation to remove the redemption. What does a redemption voucher include? Upgrade vouchers: include one room type level upgrade from Comfort to Superior rooms, or Superior to Premium, when available. Upgrade vouchers cannot be used to upgrade to Specialty Suites. Room vouchers only include the room rate, package components and applicable taxes. All incidentals billed to the room are the responsibility of the guest. Coast Reward points may be earned on these incidentals. Redemption vouchers: include room nights for either Comfort or Superior rooms. The voucher will indicate the number of nights. Room vouchers cannot be used for Premium rooms or Specialty Suites. How long does it take for a member to receive a redeemed reward? For redemptions made through the Coast Rewards toll-free line or the Coast Rewards website, the redemption reward will take 3-4 weeks for delivery. Real-time redemptions are completed immediately at the property. Does a Coast Rewards membership expire? Yes, membership points will expire after 24 months of no activity. Activity is hotel stay and redemption. If a member does not meet this requirement, their membership is cancelled and points are forfeited. They are able to enroll again if they wish but their lost points will not be credited to their new membership. As a Coast Rewards member, do I receive a membership card when I sign up to the program? New Members signing up online will receive an ewelcome Package, which will include your Coast Rewards membership number.. What if the wrong amount was entered into the Web Terminal during a purchase transaction? Please refer to the Web Terminal User Guide page 21 Void Transaction or page 22 Refund Transaction. Why is a credit card number a mandatory field for Coast Rewards members reservations? In order to implement the Expedited check-in benefit, a credit card is required for pre check-in. A member has tried to use their membership, but it has been deactivated. Why does this happen and what should I do? Cards not used for hotel activity or redemption, within a 24 month period are automatically cancelled. Prior to this deactivation, members are communicated with via . If a member inquires with regards to a deactivated card, please ask them to contact Coast Rewards Member Services at

26 A member has lost their voucher; can they get a replacement? Vouchers are like cash; they cannot be replaced if they are lost. A member has requested to transfer points to another member s account. Can they do this? Program rules state that points are not transferable; however, a member can redeem their points for merchandise or vouchers, which can be used by anyone. A member has booked rooms for non-members but is not staying; can he/she receive the points or miles? No, the member must be staying at the hotel to be eligible to receive points or miles, and only if all of the charges are put on the member s folio. A member would like an additional card on the same account. Can they do this? Only one card can be issued per membership. I can t remember my web terminal login. What should I do? Speak with the Front Office Manager or General Manager at your hotel. They are your resources for modifying web terminal access. Further, you can contact Ernex Support. I can t remember the web terminal URL. What should I do? Log on to or refer to the Web Terminal User Guide at the back of this manual. 26

27 TROUBLESHOOTING AND PROGRAM RESOURCES 27

28 4.1 Member Resources Coast Rewards Member Services (FOR MEMBER USE ONLY) Hours of operation: Mon Fri 7-6:30, Sat, Sun & Holidays 9-4 Pacific Time. - Program enrollment - Member information update - Reward redemption - Point inquires - General program questions - Coast Rewards website account set up and problems Coast Hotels Website - Program enrollment - Member information update - Reward redemption - Transaction history - General program information Note: members will require their card number and password to access their account online. Their password is provided in their membership e-welcome package or at time of online enrollment. Members will be communicated with multiple times per year, including: - Monthly e-statement/promotion - Exclusive Coast Rewards member promotion - 12 and 18 months of non activity Miss you - Tier status change notification 28

29 4.2 Hotel Resources a. Program Inquiries Ernex Property Support Hours of operations: 24 hours a day, 7 days per week b. Web terminal Support Ernex Property Support Hours of operations: 24 hours a day, 7 days per week Please be ready with your property name and question or concern. c. Training Video A training video is available at all properties. This video is approximately 15 minutes in length, and includes detailed information on the Coast Rewards program and its operation at the property. The purpose of this video is to provide program information to new Coast Hotels & Resorts employees and remind existing employees about the program and its benefits. 29

30 COLLATERAL Collateral may be ordered by faxing a Collateral Order Form to

31 31

32 PRIVACY AND USE OF MEMBER INFORMATION 32

33 Coast Rewards, all program information, documentation, data and member information is the property of Coast Hotels Ltd. Coast Hotels Ltd. respects the privacy of Coast Rewards members and, as such, communicates with members by permission only. Participating hotels may contact members only for the purposes of members' inquiries, complaints or concerns. Hotels may not contact members for marketing purposes without the express written permission of Coast Hotels Ltd. 33