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.

Control PMS Consumption Sync

Every redemption is saved in Vouch first. You can choose whether eligible consumption also goes to the PMS.

1. Open Entitlements → Settings.
2. Find PMS consumption sync.
3. Turn the switch on or off.

The switch is off by default. When off, redemptions remain in Vouch and still appear in Activity and reports. When on, eligible unsplit benefits queue for supported PMS write-back.

Sync does not backfill

Turning sync on does not send earlier local-only redemptions to the PMS. Split benefits remain local even when sync is on. Disabling sync closes queued work, but an already-sent request may finish.

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
Add benefit	Benefit card	Adds purchased or complimentary mornings when your PMS supports grants
Void unused mornings	Reservation benefit details	Removes unused granted mornings with an audit reason
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.

Redeem Split Benefits

Your hotel may show separate child benefits from one imported PMS package. For example, Breakfast and Evening Lounge can appear separately.

1. Scan the guest's card or use a manual lookup.

2. Review each child benefit and its available date.

3. Confirm the guest and remaining allowance.

4. Click Consume 1 or choose a quantity.

   ✓ AVA records the child redemption in the Streamliner ledger.

Split child redemptions are Ledger only by design. AVA does not write them back to the PMS because the PMS still owns the source package. The Activity tab and export show the child name and local code.

Same-day and following-day uses

The configured day rule controls when each child appears. The following-day child is unavailable until the next eligible date. For AVA packages, the following-day date is the redemption date. AVA can verify that child and include its allowance in the activity and breakdown reports.

If an administrator changes a split while your result is open, AVA asks you to look up the reservation again. This prevents redemption against an outdated source package.

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.

AVA package dates

AVA dates each entitlement by its redemption date. This applies to day and stay allowances, including following-day split children. The date shown in AVA is the date you can serve the benefit.

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.

Add a Benefit

Use Add benefit when a guest needs extra breakfast or another supported benefit. The action appears only when your PMS supports grants and your role has permission.

1. Scan the guest's card or look up the reservation.

2. Find the benefit card and click Add benefit.

3. Select the room, benefit, number of guests, and service mornings.

4. Choose Purchased or Complimentary.

5. Choose the settlement method shown by AVA.

6. Add the requested payment, channel, or approval details.

7. Click Add benefit.

   ✓ The new allowance appears after AVA refreshes the reservation.

Purchased benefits can post to the room folio, when supported. Paid-direct and OTA-prepaid grants need the matching reference. Complimentary and previous-day grants need a reason and manager permission.

Check the total before saving

The total can cover multiple guests and mornings. Confirm the room, dates, quantity, and settlement before clicking Add benefit.

Void Unused Mornings

Void a granted morning when a guest leaves early or no longer needs it. Only unused grants can be voided.

1. Open the guest's reservation benefit details.

2. Click Void unused mornings.

3. Select the unused mornings to remove.

4. Enter a reason of at least three characters.

5. Click Void selected.

   ✓ AVA updates the allowance and records the void in the activity history.

Paid grants may need a manual refund

If the voided mornings were already paid, AVA shows the refund amount. Refund the guest manually through your hotel's approved process.

AVA briefly pauses scans and redemptions while it confirms the void with the PMS. If the PMS does not answer clearly, AVA keeps the lower allowance until a fresh read confirms it. Scan the card or look up the reservation again before serving another breakfast.

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

When PMS consumption sync is off, eligible new redemptions remain local and do not enter the PMS queue.

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

Print the Daily Breakfast Sheet

Use Daily breakfast when your PMS provides the daily entitlement report. It shows the benefits your kitchen should prepare for today or tomorrow.

1. Open the Daily breakfast tab.

2. Choose Today or Tomorrow.

3. Select the benefit code you want to review.

4. Review guests by In-house, Departed today, or Expected.

5. Check totals by rate plan, purchased, and complimentary source.

6. Click Print kitchen sheet.

   ✓ AVA prints only the kitchen sheet, without the surrounding controls.

The report includes room names, guest names, confirmation numbers, allowances, and consumption. Unassigned rooms show the room type instead.

Consumption, reversals, grants, and voids can include the signed-in staff member's profile name. AVA excludes email addresses from displayed staff names. Older actions remain unchanged because AVA does not backfill actor names.

Report dates use the hotel timezone

AVA supports the current business date and the following day. Check the timezone warning before serving breakfast.

Daily sheet warnings

What you see: A timezone or incomplete-report warning appears.

Fix:

1. Check that the PMS and AVA hotel timezones match.
2. Refresh the report.
3. Ask an administrator to correct the hotel timezone if dates still differ.
4. Treat an incomplete report as provisional and verify affected reservations.

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.
• Grant and daily-report actions are capability-gated. If you do not see Add benefit, Void unused mornings, or Daily breakfast, your PMS or role may not support that action.

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 entitlement allowance for this period has already been used"

What you see: The card still shows an available allowance, but Consume 1 is refused with this message.

Fix:

1. Do not use Manager override unless the allowance is genuinely exhausted.
2. Scan the card again, or run a fresh manual lookup.
3. Confirm the allowance still appears available.
4. Try Consume 1 once more.

If the fresh result still shows an available allowance and the error returns, contact support.

A split child is unavailable or the source package looks used

What you see: A split child shows no allowance, or all children appear used.

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

Fix:

1. Check the source package usage in the PMS.
2. Check Activity for an earlier redemption on the same date.
3. Refresh the reservation with a new card scan or manual lookup.
4. Ask an administrator to review the split rule if the dates still look wrong.

For an AVA following-day child, check the next eligible redemption date before retrying. That date should match the date shown in the activity or breakdown report.

A split redemption shows Ledger only

What you see: The Activity row shows Ledger only instead of PMS synced.

Fix: Check the reason before taking action.

• Split child benefits are intentionally recorded in AVA only.
• Sync was off when the redemption was recorded.
• The PMS does not support consumption write-back.

No backfill occurs after enabling sync. The source package remains unchanged in the PMS.

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

The reservation is being changed

What you see: AVA says a change is being confirmed, or says the benefits changed recently.

Fix:

1. Wait briefly for the PMS confirmation to finish.
2. Scan the card again, or look up the reservation again.
3. Confirm the fresh allowance before redeeming.

Do not keep submitting an older scan result.

AVA will not void a morning

What you see: AVA says the morning was already used, or the benefit is split.

Fix:

• You cannot void below the amount already consumed.
• Split benefits dated today or tomorrow cannot be voided as one source package.
• Untick the split morning and void later eligible mornings separately.
• Refresh the reservation before trying again if another staff member changed it.

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