VIP Scoring Configuration Guide

Tier: 💼 Business Plan ($79/mo)
Time to read: 6 minutes

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What is VIP Scoring?

VIP Scoring automatically rates your guests from 0-100 based on their value and engagement. It helps you identify your best guests so you can:

• Prioritize high-value guest communications
• Create targeted campaigns for VIPs
• Reward loyal guests with special offers
• Focus your time on guests who matter most

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How Scores Are Calculated

Score Components

VIP scores are calculated from multiple factors:

Factor	Weight	Max Points
Lifetime Value (LTV)	35%	35
Booking Frequency	25%	25
Recency	20%	20
Average Booking Value	15%	15
Email Engagement	5%	5

Calculation Details

Lifetime Value (35 points max)

Scales based on total spending. $10,000+ lifetime value = 35 points.

LTV Score = min(35, (lifetime_value / 10000) * 35)

Examples:
$1,000 LTV = 3.5 points
$5,000 LTV = 17.5 points
$10,000+ LTV = 35 points

Booking Frequency (25 points max)

Each booking adds 5 points, capped at 25.

1 booking = 5 points
2 bookings = 10 points
3 bookings = 15 points
4 bookings = 20 points
5+ bookings = 25 points

Recency (20 points max)

How recently the guest last stayed with you.

Last 90 days = 20 points
91-180 days = 15 points
181-365 days = 10 points
1-2 years ago = 5 points
Over 2 years = 0 points

Average Booking Value (15 points max)

Higher per-booking spend earns more points. $2,000+ per booking = 15 points.

Avg Value Score = min(15, (avg_booking_value / 2000) * 15)

Examples:
$500/booking = 3.75 points
$1,000/booking = 7.5 points
$2,000+/booking = 15 points

Email Engagement (5 points max)

Tracks email opens and clicks.

Each email open = 0.1 points
Each link click = 0.3 points
Maximum = 5 points

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Guest Segments

Based on their score, guests are automatically assigned to segments:

Segment	Score Range	Icon	Meaning
VIP	75-100	💎	Top-tier guests, highest value
High Value	50-74	🥇	Excellent guests, very engaged
Regular	25-49	🥈	Good guests, moderate engagement
At Risk	Any score, 365+ days since last booking	⚠️	Past guests who may be churning
New	0-24	⚪	First-time guests with limited data

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Viewing VIP Scores

In Guest List

1. Go to Dashboard → Guests
2. The VIP Score column shows each guest's score
3. Click column header to sort by score

In Guest Detail

1. Click on any guest name
2. View their VIP score and tier badge
3. See breakdown of score components

In Campaigns

When creating campaigns, you can filter by VIP tier:

☑️ VIP (75-100)
☑️ High Value (50-74)
☐ Regular (25-49)
☐ At Risk (any score, 365+ days)
☐ New (0-24)

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Configuring VIP Scoring

Accessing Settings

Navigate to Dashboard → Settings → VIP Scoring

Adjusting Weights

Customize how much each factor contributes:

Factor	Default	Min	Max
Total Stays	25%	0%	50%
Lifetime Revenue	25%	0%	50%
Email Engagement	15%	0%	30%
Referral Activity	15%	0%	30%
Recency	10%	0%	20%
Direct Booking Rate	10%	0%	20%

Note: Total must equal 100%.

Setting Tier Thresholds

Adjust score thresholds for each tier:

VIP: 75+ (default)
High Value: 50+ (default)
Regular: 25+ (default)
At Risk: Any score with 365+ days since booking
New: 0-24 (default)

Revenue Brackets

Customize revenue scoring brackets to match your market:

Tier 1: $0 - $500 (5 points)
Tier 2: $501 - $1,000 (10 points)
Tier 3: $1,001 - $2,500 (15 points)
Tier 4: $2,501 - $5,000 (20 points)
Tier 5: $5,000+ (25 points)

Tip: Adjust brackets based on your average booking value.

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Using VIP Scores

Campaign Targeting

Create campaigns for specific VIP segments:

Example: VIP Appreciation Campaign

Audience: VIP + High Value guests (score 50+)
Subject: "Thank you for being a valued guest! 🌟"
Content: Exclusive 15% discount for loyal guests

Example: Re-engagement Campaign

Audience: At Risk + New guests (score under 50, or 365+ days)
Subject: "We miss you! Here's 10% off your next stay"
Content: Incentive to encourage rebooking

Automation Triggers

Create workflows based on VIP status:

Trigger: Guest reaches VIP score of 75 Action: Send "Welcome to VIP" email

Trigger: VIP score drops below 40 Action: Send re-engagement offer

Priority Support

Use VIP scores to prioritize guest communications:

• Respond to VIP/High Value guests first
• Offer premium support to high-value guests
• Personalize interactions based on tier

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VIP Score Analytics

Dashboard Metrics

View VIP distribution in Dashboard → Analytics:

Metric	Description
VIP Distribution	Pie chart of guests by tier
Average VIP Score	Overall guest quality
Score Trend	How scores change over time
Revenue by Tier	Revenue contribution per tier

Insights

The system provides insights like:

• "Your VIP guests generate 45% of revenue"
• "12 guests are close to VIP status"
• "Average VIP score increased 8% this month"

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Best Practices

Scoring Configuration

1. Match your business model

   • High-end properties: Weight revenue higher
   • Repeat-focused: Weight stays higher
   • Marketing-driven: Weight engagement higher

2. Review quarterly

   • Adjust thresholds as guest base grows
   • Update revenue brackets for inflation
   • Analyze tier distribution

3. Don't over-complicate

   • Default settings work well for most hosts
   • Make small adjustments based on data

Using VIP Data

1. Personalize communications

   • Address VIPs by name
   • Reference their history
   • Offer tier-appropriate perks

2. Create segment-specific campaigns

   • VIP: Exclusive early access
   • High Value: Loyalty rewards
   • Regular: Upgrade incentives
   • At Risk: Win-back campaigns

3. Reward progress

   • Celebrate tier upgrades
   • Show guests their score
   • Create gamification

Maintaining Scores

1. Keep data clean

   • Merge duplicate guests
   • Update contact information
   • Track all bookings accurately

2. Engage consistently

   • Regular email campaigns keep scores active
   • Recency component rewards engagement

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Score Examples

VIP Guest (Score: 89)

Sarah Johnson
├── Lifetime Value: $12,000 (35 pts)
├── Booking Frequency: 5 stays (25 pts)
├── Recency: Booked last month (20 pts)
├── Avg Booking Value: $2,400 (15 pts max)
└── Email Engagement: Opens + Clicks (4 pts)
──────────────────────────────────────────
Total: 89 points → VIP 💎
Rebooking Probability: 72%

High Value Guest (Score: 58)

Mike Thompson
├── Lifetime Value: $4,500 (16 pts)
├── Booking Frequency: 3 stays (15 pts)
├── Recency: 4 months ago (15 pts)
├── Avg Booking Value: $1,500 (11 pts)
└── Email Engagement: Opens only (1 pt)
──────────────────────────────────────────
Total: 58 points → High Value 🥇
Rebooking Probability: 45%

Regular Guest (Score: 30)

New Guest
├── Lifetime Value: $800 (3 pts)
├── Booking Frequency: 1 stay (5 pts)
├── Recency: Last week (20 pts)
├── Avg Booking Value: $800 (2 pts)
└── Email Engagement: None (0 pts)
──────────────────────────────────────────
Total: 30 points → Regular 🥈
Rebooking Probability: 30%

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FAQ

How often are scores updated?

Scores are recalculated nightly, and immediately after bookings or significant events.

Can I manually adjust a guest's score?

No, scores are calculated automatically to ensure consistency. You can add tags for manual segmentation.

Do scores ever decrease?

Yes, recency points decrease over time if guests don't rebook. Other factors only increase.

Can guests see their VIP score?

By default, no. You can optionally share tier status in communications.

What happens to scores for merged guests?

When you merge duplicate guests, their data combines and the score recalculates.

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Related Guides

• Guest Database Overview
• Audience Targeting & Filters
• Automation & Workflows
• Creating Email Campaigns