Hyatt’s Inclusive Collection is North America’s fastest-growing luxury leisure resort company, offering the largest portfolio of all-inclusive luxury retreats. Using Antavo’s next-gen technology, they’ve successfully revitalized and elevated their B2B2C loyalty program. Now, the Confidant Rewards loyalty program is the most comprehensive travel advisor loyalty program in the industry, offering exclusive benefits, including free stays and cash bonuses for advisors.
In this article, we’ll discuss the amazing story of this loyalty program revamp, what new features have been added, and what the results are. Still, if you are looking for the full picture and how Antavo helped to achieve all of this, make sure to download our comprehensive case study on Hyatt’s Confidant Rewards loyalty program.
The Origin Story of the Revamped Confidant Rewards Program by Hyatt’s Inclusive Collection
In the travel industry, everyone is drawn to best-in-class service – and travel advisors are no exception. Giving them a truly rewarding loyalty experience is what motivated the US-based Hyatt’s Inclusive Collection to reimagine its previous loyalty concept. The elevated Confidant Rewards program—powered by Antavo—now honors travel advisors’ hunger for growth, their drive to offer exceptional value to their clients, and their ability to constantly elevate their game plans.
Aiming to truly stand out, Hyatt’s Inclusive Collection completed an extensive research process—including market analysis and partnering with travel professionals to ensure the inclusion of the most relevant insights possible—before reconfiguring and refreshing its loyalty program.
The same level of dedication went into choosing the right technology partner. Hyatt’s Inclusive Collection voted for Antavo AI Loyalty Cloud, recognizing our global presence, extensive API catalog, the loyalty engine’s highly advanced segmentation functionalities, and flexibility, plus, Antavo’s unwavering dedication to our craft, as a pure-play loyalty vendor, with sole focus on loyalty.
How Antavo’s Technology Empowers Loyalty Professionals in Delivering Peak Performance
One of the challenges of the travel industry is that the trends change as quickly as the seasons, and a loyalty program needs to be flexible and easy to manage to keep up with it—while also maintaining a personal touch. Antavo’s Tiers module came into play with a genuinely motivational, engagement-driven system. Building on this strong baseline, brand-side loyalty professionals are able to set up personalization-based campaigns by effortlessly creating matching workflows within our drag-and-drop Workflows module.
As a result, travel advisors get to enjoy personalized, segmentation-based promotions and several bonus-point-earning options. By offering varying levels of bonus points for bookings and tailoring rewards to dynamically align with occupancy, they have truly struck the perfect balance between advisor incentives and property goals.
While some companies focus solely on highlighting customer-experience benefits, we at Antavo aim to empower behind-the-scenes marketing and loyalty teams as well. Providing them with easy-to-use tools, which they can use to seamlessly translate brand values, and visionary ideas into actionable workflows and successful campaigns, with a few simple clicks.
How the Confidant Rewards Loyalty Program Works
Utilizing Antavo’s versatile capabilities, the reimagined Confidant Rewards loyalty program allows travel advisors to advance through the tier system and attain high-level benefits. What sets the program apart is that enrolled travel advisors can progress in a variety of ways:
- Complete Hyatt’s Inclusive Collection’s Confidant Learning program with at least 85% of 10 core classes.
- Book hotel nights for their clients at participating resorts.
- Participating in limited-time campaigns also yields points, such as uploading bookings within a limited timeframe or booking their clients for a designated time slot or resort.
- Members also earn double Confidant Rewards points when they book directly with Hyatt’s Inclusive Collection.
Driving Both Engagement and Revenue, With a 43% YoY increase in Bookings Through the Program
Since its launch in 2023, the program has managed to strengthen relations between the travel advisors and the company, incentivize engagement, and achieve outstanding results in reward redemption.
High engagement + sign-in rates, especially for a B2B2C program
- 32.000 advisors opted in
- 45% of the advisors are active and engaged with the program
- 295,000 bookings, with a 92% successful confirmation rate
There has been significant growth in direct bookings since the program launched (comparing 2024 to 2023).
- The revenue being claimed through the loyalty program increased by 42% YoY.
- The number of hotel bookings claimed through the loyalty program increased by 43% YoY.
Growth in Average Daily Rate (ADR):
- All bookings: A 4% increase, rising from $323 in 2023 to $336 in 2024 YTD.
- Direct bookings: A 3% increase, rising from $531 in 2023 to $548 in 2024 YTD.
High earning and redemption rates
- 404M total earned points
- 97M points redeemed in total
- 19.34% of the points spent, showcasing a substantial engagement in point redemption
A large boost in campaigns
- 65 campaign workflows built with Antavo’s technology
When in search of our perfect loyalty vendor, we aimed to partner with a company that will enable us to completely restructure and enhance our previous program, launching a new system full of innovative solutions. Antavo exceeded our expectations by providing the right tool for the job. They enabled our team to build customized campaigns, exciting offers, easily integrate with the rest of our tech partners, and delivered an overall elevated customer experience.
Our Way of Loyalty: Customer Needs and Business Initiatives Should Both Be Met
Confidant Rewards truly embodies innovation, passion, and community. It’s a loyalty program fully focused on quick adaptability, enhancing engagement, and providing a fully personalized experience for travel advisors.
Putting both customer experience and business priorities front and center. Proving once again that loyalty programs are much more than an afterthought, they have the power to drive important business metrics, and strengthen customer relationships, forging them into real bonds of loyalty.
Interested in elevating your existing loyalty program or launching a flexible and innovative new concept powered by a pure-play loyalty technology vendor? Make sure to get in touch with Antavo’s experts, either by booking a demo to see our platform’s capabilities or by sending us an RFP.
If you haven’t already, make sure to download the Confidant Rewards loyalty program case study for more details about this amazing success story.
Zsuzsanna is a Loyalty Specialist with years of experience in digital marketing and e-commerce. Zsuzsanna is known for having an analytic approach and high-level communication skills, helping her deliver engaging content. In her free time, she enjoys watching Formula 1 and listening to endless Taylor Swift playlists.
