10.30.2026
Hyatt’s Inclusive Collection has modernized its travel advisor loyalty program with technology from Antavo, connecting booking activity, professional education and personalized incentives through Confidant Rewards.
The revamped program, launched in 2023, replaces a heavily manual approach with a flexible platform that allows advisors to earn rewards and advance through membership tiers while giving the company’s loyalty team greater control over campaigns.
Antavo reports that revenue claimed through the loyalty program increased by 42% and hotel bookings claimed through the program increased by 43% in a comparison of 2024 with 2023. The figures reflect activity recorded through Confidant Rewards.
Connecting Bookings, Education and Rewards
Confidant Rewards is part of Hyatt’s Confidant Collective, a platform that brings together tools, training and resources for travel advisors. The loyalty program combines redeemable points with membership tiers, recognizing both booking activity and participation in professional education.
Advisors earn points for eligible booked and traveled nights, with additional opportunities through limited-time campaigns. These promotions can reward bookings at designated resorts, travel during particular periods or submission of booking information within a specified window. Advisors can also earn double points when booking directly with Hyatt’s Inclusive Collection.
Confidant Learning connects education with the rewards experience, helping advisors develop their knowledge of the resort portfolio as they work toward higher membership tiers and benefits.
Before launching the revamped program, Hyatt’s Inclusive Collection gathered feedback through surveys, advisor boards and testing with a group of advisors. That process helped shape the program around the needs of the travel professionals who recommend and book its properties.
Making Campaign Management More Flexible
The previous program’s reliance on manual processes made it difficult to scale. Hyatt’s Inclusive Collection needed a flexible, API-first technology platform capable of integrating with its CRM, booking engines and marketing tools.
Antavo’s headless architecture separates the loyalty engine from the customer-facing experience, allowing the program to operate within the broader Confidant Collective platform.
Its Workflows editor gives internal teams a visual, no-code interface for configuring campaign rules, eligibility conditions and rewards. Segmentation tools allow program managers to create offers for specific advisor groups and adjust campaigns as business priorities change.
The case study records 65 campaign workflows built using Antavo’s technology, supporting a range of targeted promotions within the same loyalty platform.
Giving Advisors More Ways to Participate
Alongside tier benefits, Confidant Rewards offers a catalog through which advisors can exchange points for personal travel, gift cards, prepaid cards, spa certificates, merchandise and charitable contributions. CarltonOne manages the rewards catalog.
Advisors can also redeem selected rewards for their clients, extending the benefits beyond the person making the booking.
Antavo’s Confidant Rewards case study reports 32,000 opted-in advisors, with 45% active and engaged, alongside 295,000 submitted bookings and a 92% successful confirmation rate.
“Antavo exceeded our expectations by providing the right tool for the job,” said Melissa Carvajal, Director of B2B Loyalty at Hyatt’s Inclusive Collection.
Carvajal said the platform enabled her team to build customized campaigns and offers, integrate with other technology partners and improve the overall experience.
