Frequently Asked Questions
Your Questions Answered – Highland Coast Loyalty Programme Update
Q: What happened to the original Highland Coast Community Card?
On 1st August 2025, we evolved to a new digital loyalty system that offers more personalised rewards, greater ease of use, and more flexibility — all while reducing plastic waste.
Q: Will I still receive the same benefits?
You’ll receive 10% off food and drink, and you’ll now earn 1 point for every £1 spent. You can redeem points (worth 10p per point) and convert them into a voucher to use at any Highland Coast Hotels venue. You’ll also receive exclusive member offers and perks on accommodation, food, drink, and events..
Q: How will I earn points?
Simply link a payment method to your new loyalty account once it’s set up. Use that payment method when dining, drinking, or staying with us, and your points will automatically be tracked.
Q: What do I need to do?
If we have your email on file, your account will be set up automatically. You will have received an email with your login details. If you’ve received the email but prefer not to join the new system, follow the instructions in the email — there will be an option to ‘delete account’.
Q: What happens to my plastic card?
We’ve phased out the plastic Community Cards. If you present a plastic card after 31st July 2025, we’ll still honour it (General Manager approval required), but our team will retrieve the card and help you move to the new digital system.
Q: What are the accommodation benefits?
From November to March, you’ll have access to a special fixed community rate (including breakfast!) at all Highland Coast Hotels, including Lochardil House, Inverness. You’ll still earn points on eligible stays, and member-only accommodation offers may be available at other times too.
Q: Why did you make this change?
Our original card system wasn’t able to reward our most loyal members the way we’d like to. And as much as we love the charm of the physical card, it’s time for something more personal and sustainable. We also want to ensure the integrity of the system, as sadly, there’s been a little misuse over time. The new loyalty platform gives us the chance to better protect the spirit of the program and make sure it remains something special for our genuine local supporters — like you.
Q: I have an active community membership account however I prefer to pay in cash, can I still earn points?
Yes! You can still earn points when you pay in cash at one of our hotels. Just request a receipt every time you visit, take a photo, and upload it via our online points enquiry form. Our team will add the points to your account within 48 hours. Please note: if you don’t have a receipt or invoice, we won’t be able to verify your transaction and award points.
Q: I have an active community membership or rewards account, however I don’t have my barcode nor can I remember my account number, can I still receive my discount and/or earn points?
Don’t worry, we all forget things sometimes! Just speak to a member of our team. They’ll ask for your name or email linked to the account and may request a piece of ID to verify it.
Once verified, they can apply your 10% discount. If your account is active and you have a registered payment method linked, your points will still be awarded automatically during your visit.
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 in our bars and restaurants during your stay and redeem them when you book directly with us next time!
Still have questions?
Email your local hotel — we’re happy to help!
Other FAQ's
Account & Registration
Q: Is it free to join the Highland Coast Hotels 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 Highland Coast Hotels.
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:
Gift vouchers
Conferences or events
Private dining
Travel agency/third-party bookings (e.g. Booking.com, Expedia)
Group bookings of 5+ rooms
Wedding bookings over £1,000 (capped)
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 10p.
For example, 250 points = £25 voucher.
Q: When can I redeem points?
You can start redeeming points once you’ve earned 250 points (£25 value). Community welcome points must be used in a minimum £50 voucher.
Q: What can I redeem points for?
You can redeem points for:
Monetary vouchers (£25, £50, £75, £100)
Experience vouchers (listed online)
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 6 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: Do I still get a 10% discount on food and drink?
Yes — all community members receive 10% off food & drink, year-round.
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 — enjoy exclusive B&B rates from 1st November to 31st March (subject to availability).
Troubleshooting & Cancellation
Q: Can I cancel my membership?
Yes — just email highlandcoasthotelsrewards@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?
Highland Coast Hotels and Inspire Loyalty do not enter into disputes about awarded or redeemed points. Please ensure your account and card details are up to date.