Frequently Asked Questions
Q: How will I earn points?
Simply link a payment method to your loyalty account when registering for the programme. Use that payment method when dining, drinking, or staying with us and your points will automatically be tracked.
Q: I booked via an Online Travel Agent (like booking.com), can I earn points?
Unfortunately, if you didn’t book direct with us, we’re unable to award points for your stay.
But the good news? You can still earn points on food and drink purchases during your stay when you use a registered payment card and redeem them when you book directly with us next time!
Account & Registration
Q: Is it free to join the City to Coast Rewards programme?
Yes! Registration is completely free and only takes a few minutes.
Q: How do I earn points?
Once your account is set up and your bank card is registered, you’ll earn 1 point for every £1 you spend on direct accommodation bookings and food & drink across our venues.
Q: Can I use more than one bank card?
Yes – you can register more than one card under your account, which is helpful for shared household spending.
Q: Why do I need to add a bank card?
Your bank card allows us to automatically track qualified spend and award points. This is done securely using a trusted third-party provider (Fidel) that tokenises your card — meaning no actual card numbers are stored.
Q: Is my payment information safe?
Absolutely. Fidel uses end-to-end encryption and does not store your card number. Inspire Loyalty (our programme provider) also does not store any sensitive card data.
Earning Points
Q: What can I earn points on?
You’ll earn points on:
Direct accommodation bookings
Food and beverage purchases
Experience spend (where applicable)
Q: What purchases don’t earn points?
You will not earn points on:
Conferences or events
Travel agency/third-party bookings (e.g. Booking.com, Expedia)
Wedding bookings
Q: How long until points show in my account?
Points usually appear on the same day of payment, but please allow up to 48 hours.
Q: Can two people earn points on the same transaction?
No — points can only be awarded to the member who pays with their registered card.
Redeeming Points
Q: What are my points worth?
Each point is worth 5p.
For example, 500 points = £25 voucher.
Q: When can I redeem points?
You can start redeeming points once you’ve earned 500 points (£25 value).
Q: What can I redeem points for?
You can redeem points for:
Monetary vouchers (£25, £50, £75, £100)
Experience vouchers (listed here)
Q: How do I redeem a voucher?
Log into your account, request a voucher, and it will be sent to your registered email. Present the code when paying your bill.
Q: Do vouchers expire?
Yes, vouchers must be used within 12 months of issue.
Account Activity & Expiry
Q: Do my points expire?
Yes. If you don’t earn or redeem points for 24 consecutive months, your account will be closed and points forfeited.
Q: Can I reopen my account if it lapses?
Yes, you’ll need to register again as a new member.
Q: Are points transferable?
No — points cannot be transferred to other members or combined with other accounts.
Other Member Benefits
Q: Are there exclusive member offers?
Yes — you’ll receive member-only rates, experiences and seasonal offers directly to your inbox.
Q: Is there a member accommodation rate?
Yes, login to your City to Coast Rewards account and enjoy 10% off best available rate (Club Tier).
Membership Tiers
Q: Are there membership Tiers?
Yes, there are multiple membership tiers within the City to Coast Rewards program, each offering increasing benefits.
Q: What is the Club tier?
All newly registered members are automatically enrolled in the Club tier. Benefits include:
- Earning points on your stays
- Points earning: one point per £1 spent
- 10% off best available B&B rate (when booked direct)
- Welcome back recognition
- Birthday reward of 100 points
- Complimentary room upgrade subject to availability
Q: How do I become an Elite member?
You will automatically be upgraded to Elite membership once you reach 2,000 points.
Elite member benefits include:
- All Club benefits
- 12% off best available B&B rate (when booked direct)
- Priority check-in
- Complimentary welcome drink
- 10% food and beverage discount during stays at The Queens Hotel Bournemouth
Q: How do I become a Platinum member?
You will automatically be upgraded to Platinum membership once you reach 5,000 points.
Platinum member benefits include:
- All Elite benefits
- 15% off best available B&B rate (when booked direct)
- Guaranteed 1pm late checkout
- 20% food and beverage discount during stays at The Queens Hotel Bournemouth
- Complimentary stay after 30 qualifying room nights
Troubleshooting & Cancellation
Q: Can I cancel my membership?
Yes — just email citytocoastrewards@inspireloyalty.co.uk. Any unused points or vouchers will become invalid, and your data will be permanently deleted.
Q: What if I have a dispute about my points?
Switch Management Ltd and Inspire Loyalty do not enter into disputes about awarded or redeemed points. Please ensure your account and card details are up to date.
Still have questions?
Email citytocoastrewards@inspireloyalty.co.uk — we’re happy to help!