Set Up Entitlement Support

Quick Setup

Most hotels finish this in about 5 minutes. You only need PMS support and one admin account.

Use this guide when you want Entitlements to show reservation benefits like breakfast. It also helps when you need to assign those benefits to rate plans and set when guests can redeem them.

Go to: Settings → Essentials

What You'll Configure

Task	What It Controls	Where You Use It
PMS entitlement support	Shows scan, benefits, and activity features	Entitlements page
PMS keycard reading	Allows physical card scans for Entitlements	Settings → Room Access
Benefit catalog	Creates or edits benefit definitions	Entitlements → Benefits
Rate plan assignments	Attaches benefits to rate plans	Rates & Availability → Rate Plans
Redemption timing	Sets when a guest can use a benefit	Entitlements → Benefits
PMS consumption sync	Optionally sends eligible consumption to the PMS	Entitlements → Settings

Mobile editing

The same benefit catalog appears on phones and desktops. Only the layout changes.

How Timing Works

AVA uses the business date, allocation, accrual, and redemption timing, plus any PMS schedule, to decide usability. When the PMS provides a schedule, AVA follows that schedule first. If the PMS data is incomplete, AVA only derives timing when the rule is safe to interpret. Streamliner signs the eligibility used for redemption, and the Entitlements page consumes that signed result.

This keeps breakfast and similar benefits aligned with the hotel day, not just the calendar day.

Business date and PMS schedule date

AVA keeps two dates separate when a PMS schedule uses an occupied stay night:

• The hotel business date controls whether staff can redeem the benefit today.
• The PMS schedule date identifies the allowance row to read and update.

For example, a breakfast redeemed on 28 August can use the PMS row dated 27 August. Schedules without an explicit stay-night basis keep using the hotel business date. The same rule applies to daily benefits and valid dates for per-stay benefits.

Mews posting dates

Mews normally posts benefits against the occupied stay night. For example, a 27 August posting can appear as breakfast for 28 August. AVA keeps this stay-night basis when the Mews product catalogue is unavailable. Explicit same-day schedules use the supplied redemption date instead. This includes PostingTimeUnit, arrival-day, and departure-day schedules.

Opera next-day schedules

Opera can store a next-day package against the occupied stay night. AVA reads Opera's schedule flag and places the benefit on its actual redemption date. It still writes the redemption to the matched PMS schedule row. For example, a breakfast redeemed on 28 August can use the 27 August row in Opera.

Before You Start

Make sure these items are ready:

• You can open Settings → Essentials.
• Your PMS supports reservation benefits.
• Your PMS supports benefit catalog access or rate-plan assignments.
• Your PMS provider has validated physical keycard reading, if you need card scans.
• You know which benefits should appear on guest stays.
• You have permission to edit settings or rate plans.

Missing the section?

If the Entitlements page is disabled, your PMS support is missing or inactive.

Choose PMS Consumption Sync

Use this hotel-level setting when you want eligible benefit redemptions mirrored to your PMS. It does not change how AVA records or reports consumption.

1. Open Entitlements → Settings.

2. Find PMS consumption sync.

3. Turn the switch on or off.

   ✓ AVA saves the setting automatically.

Keep the switch off when your hotel wants Vouch to track consumption without PMS write-back. The setting is off by default.

What syncs

Only eligible, unsplit benefits sync when the setting is on. The PMS must support consumption write-back. Opera and AVA currently support this flow.

Existing local redemptions stay local

Turning sync on does not backfill earlier local-only redemptions. Split benefits always stay in Vouch. Disabling sync closes queued work, but a request already sent may finish.

Check PMS Support

1. Open Settings → Essentials → PMS Integration.

2. Confirm your PMS is connected and active.

3. Open Entitlements.

4. Check that you see Scan, Benefits, and Activity tabs.

   ✓ Supported PMSs show the entitlement tabs.

Entitlements are capability-based

If a tab is missing, your PMS does not expose that capability. Some merchants can scan and consume only.

Enable PMS keycard scans

Physical card scans need both PMS support and Room Access read capability. Manual room and confirmation lookup remains available without card reading.

1. Open Settings → Room Access → Keycard Encoding.

2. Select PMS Integration.

3. Confirm the PMS vendor and encoder devices are correct.

4. Turn on Enable physical keycard reading.

5. Click Save.

6. Return to Entitlements and reload the page.

   ✓ Start scanning appears when a ready snapshot and eligible encoder exist.

Enable reading only after validation

The setting defaults to off. Enable it only after your PMS provider confirms the property's read API is ready. Encoding continues when reading is off.

Manage the Benefit Catalog

1. Open Entitlements → Benefits.

2. Click New benefit if you can create benefits.

3. Enter the Code and Name.

4. Set who receives it with Each guest or Each room.

5. Set how often it accrues with Every night or Once per stay.

6. Choose when guests can use it.

7. Click Save benefit.

   ✓ The benefit appears in the catalog list.

PMS-managed catalogs

If the catalog is PMS-managed, you can only view the benefits here. Changes appear after the PMS sync updates.

Assign Benefits to Rate Plans

1. Open Rates & Availability → Rate Plans.

2. Find the rate plan you want.

3. Click Manage benefits or View benefits.

4. Select the existing benefits from the catalog.

5. Set each included quantity.

6. Click Save assignments.

   ✓ Guests booked on that plan receive those benefits.

Existing benefits only

Rate plans now pick from the benefit catalog. You do not create benefit definitions inside the rate-plan modal. If you need to change allocation, accrual, or redemption timing, edit the benefit itself.

Split an Imported Benefit into Local Uses

Use a split when one PMS benefit needs separate uses in AVA. For example, one imported package can provide breakfast and an evening lounge visit.

Before you split a benefit

Splits do not change the package in your PMS. AVA records split redemptions in its own ledger only.

1. Open Entitlements → Benefits.

2. Find the imported PMS benefit.

3. Click its Split icon, or click Add split above the catalog.

4. Select the Imported PMS benefit code.

5. Enter a unique Local code and Display name for each use.

6. Choose Same day or Following day for each use.

7. Click Save split.

   ✓ AVA shows the child uses separately when the PMS returns the exact source code.

You can create two to ten child uses. The source PMS code is case-sensitive and must match the PMS response exactly. Each child receives the source allowance on its configured day.

Understand split redemption rules

• AVA keeps the original package in the PMS.
• AVA gives every child its own local allowance and activity entry.
• AVA does not write child redemptions back to the PMS.
• A following-day child uses the next date after the source stay date.
• Unknown source schedules remain unverified and cannot be consumed.

Protect existing redemption history

You cannot edit or remove a split after a child redemption exists. If the source benefit was already used today, enable the split on a new business day.

A split benefit does not receive a fresh allowance

What you see: A new split child appears used or unavailable.

Why it happens: The source benefit already has PMS or AVA usage for that date.

Fix:

1. Check the source benefit's usage in the PMS.
2. Check Entitlements → Activity for an earlier AVA redemption.
3. Use the existing usage record instead of enabling another allowance.
4. Start the split on a new business day if the source was used today.

Verify the Ledger

1. Open Entitlements → Activity.

2. Check the latest redemption rows.

3. Confirm you see one of these statuses:

   • Saved in Streamliner
   • PMS sync pending
   • PMS synced
   • Ledger only
   • PMS sync failed

4. Use Retry for failed syncs.

   ✓ Streamliner records the redemption first. ✓ PMS sync happens afterward when supported.

Troubleshooting

"An active PMS connection is required" appears

What you see: The Entitlements page says An active PMS connection is required, even though Settings → Essentials → PMS Integration shows a connected PMS.

Fix:

1. Reload Entitlements after you confirm the PMS connection.
2. If you just switched hotels, reopen the correct hotel and try again.
3. Sign out and back in if the message still appears.

Entitlements now reads the active PMS configuration for the current hotel. That keeps the page aligned with the same connection you see in PMS Integration.

The Entitlements Page Is Disabled

What you see: The Entitlements page shows a disabled banner.

Fix:

1. Ask an admin to confirm your plan.
2. Confirm your PMS integration is active.
3. Reload the Entitlements page.

The Benefits Tab Is Read Only

What you see: You can view benefits, but you cannot create or edit them.

Fix:

1. Check whether your PMS manages the catalog.
2. Ask an admin for settings write access.
3. Reload Entitlements.

Rate Plan Benefits Do Not Save

What you see: The benefits drawer closes, but the plan keeps old benefits.

Fix:

1. Confirm you have settings write access.
2. Confirm your PMS supports rate-plan assignments.
3. Open the rate plan again and save once more.

Sync Stays Pending Or Fails

What you see: Activity rows stay pending or show sync failed.

Fix:

1. Click Retry on the failed row.
2. Check the PMS connection if retries keep failing.
3. Keep using the Streamliner ledger in the meantime.

The PMS receives no new consumption

What you see: Redemptions appear in Activity, but the PMS does not receive them.

Fix:

1. Open Entitlements → Settings.
2. Confirm PMS consumption sync is on.
3. Confirm the PMS supports consumption write-back.
4. Check that the benefit is not split.

Earlier Ledger only redemptions do not backfill after you enable the switch.

The sync switch will not save

What you see: The switch returns to its previous state or shows an error.

Fix:

1. Confirm your role can edit entitlement settings.
2. Confirm the hotel has the required room-access billing access.
3. Refresh Entitlements and try again.
4. Contact support if the error continues.

A Benefit Looks Unavailable Today

What you see: The benefit appears in the catalog, but it is not usable for today's stay.

Fix:

1. Check the reservation dates and the hotel's business date.
2. Open the benefit and review its timing rule.
3. If the PMS manages the catalog, confirm the schedule there.

If the PMS sends a schedule, AVA follows that schedule before showing the benefit as usable. If the benefit starts the following day, AVA blocks arrival-day redemption.

For Opera or Mews, check the occupied stay-night row when breakfast is not available today.

A benefit uses the wrong schedule date

What you see: A benefit is available today, but its PMS schedule appears on the previous stay night.

Fix:

1. Confirm the hotel's current business date.

2. Check the PMS row for the occupied stay night.

3. Confirm the benefit's schedule basis in the PMS.

4. Refresh Entitlements before trying again.

   ✓ AVA should redeem against today's business date and update the matched PMS row.

Still Stuck?

Contact success@vouch-technologies.com if:

• ❌ The Entitlements page stays disabled after a fresh sync.
• ❌ Benefits never appear in the catalog.
• ❌ Rate-plan assignments do not save.
• ❌ Activity rows never leave pending state.

Include:

• The PMS name
• One benefit code or rate plan name
• A screenshot of the page or drawer

Related Guides

• Check and Consume Guest Entitlements
• Manage Rate Plans
• Opera PMS Integration
• Mews PMS Integration