Frequently Asked Questions

Visit our Advisor Guide for step-by-step instructions under the View My Dashboard section.

You are not able to access the dashboard or view the performance metrics or Achievements for any other Advisor.

There is no access to view the aggregate or individual performance metrics for a team of Advisors or an Agency at this time.

You are welcome to tell your Preferred Partner agency team members and Four Seasons network about your accomplishments.

However, per our Terms of Service, you are not able to share, post or promote your ILLUME information (including your performance metrics and Achievements) on your company or personal websites, social media, or any other public-facing channel.

First, ensure your browser is set to allow third party cookies/third party cookies are not blocked. If you continue to experience technical issues with your dashboard, submit a request to our support team.

ILLUME highlights your performance metrics and Achievements for your year-to-date travelled (paid and stayed) reservations that meet all other criteria. In February, your dashboard updates to show your metrics and achievements for your year-to-date travelled reservations in the new year and archives your reservations data for the prior year. You can find more detail on annual updates in the Advisor Guide.

ILLUME highlights an aggregated view of your year-to-date travelled (paid and stayed) reservations that meet all other criteria. While your dashboard does not display a detailed list of reservations, we hope you are finding value in ILLUME to help you track key metrics and recognize your performance.

ILLUME data is refreshed daily with any new or updated travelled (paid and stayed) reservations data. Please allow for one to five days following the guest check-out date for the reservation production to show on your dashboard, provided the reservation meets all other criteria. See the following question for what reservations are included in your dashboard results.

ILLUME data is displayed in USD and is refreshed daily with any new or updated reservations data. Please allow for one to five days following the guest check-out date for the reservation production to show on your dashboard, providing the reservation meets all of the following criteria:

• Must have a Preferred Partner IATA
• Must have a Preferred Partner Rate Code
• Must have an Advisor ID
• Must have consumed/travelled (paid and stayed)
• Must be for a leisure business segment (excludes Group, Corporate Negotiated, Wholesale)
• Stay dates for 2024 YTD

Ensure your reservations meet all of the criteria outlined above. The below channel instructions will help to ensure correct application of the Advisor ID and choosing a Preferred Partner rate code:

For GDS bookings:

• Enter your Advisor ID in the GDS “SI Comments” field.
• Include the “FS” followed by all 6 digits.
• Your Advisor ID can be anywhere in the field.
• You can include other notes with your Advisor ID, such as bedding requests, etc. Example: “FS123456 king bed husband's birthday.”
• Ensure you always select a Preferred Partner rate code (PP6).

For Preferred Partner Website Bookings:

• Log in to the Preferred Partner website with your unique username and password.
• When making a reservation, select a Preferred Partner Offer/Package to ensure there is a Preferred Partner rate code.
• Your Advisor ID will automatically show on your reservation.

For Voice Reservations:

• Provide your IATA number and name to the Four Seasons reservation agent to ensure your Advisor profile and Advisor ID are connected to the reservation.
• Ensure you always request a Preferred Partner rate code.

The following reservations are not included in your performance metrics and Achievements:

• Future reservations that have not yet travelled (paid and stayed)
• Cancelled or No-Show reservations
• Corporate Negotiated reservations
• Group reservations
• Wholesale reservations
• Stand-alone Residential Rental reservations
• Reservations with a Virtuoso, American Express or other partner program Rate Code
• Reservations with any Rate Code that is not a Preferred Partner Rate Code
• Private Jet reservations

Visit our Advisor Guide for a Glossary that defines every performance metric.

ILLUME performance metrics and Achievements are based on year-to-date reservations that have travelled (paid and stayed) and meet all other criteria.

ILLUME performance metrics and Achievements are based on year-to-date reservations that have travelled (paid and stayed) and meet all other criteria.

Your Private Retreats Revenue metric and Private Retreats Revenue Achievement include all Private Retreats except the following special cases:

• Bora Bora Two- to Three-Bedroom Villa Estates
• Hangzhou Three-Bedroom Governor, Ambassador and Presidential Villas
• Maldives Private Island at Voavah
• Grand-Hotel du Cap-Ferrat Presidential Villa Rose-Pierre, Villa Clair Soleil and Villa Beauchamp
• Los Cabos Three-Bedroom Beachfront Presidential Villa
• The Ocean Club, Bahamas Villa Residences
• Punta Mita Casa de la Luna, Arena Beach House, Coral Beach House, Casa del Sol and Casa Tesoro

Note: Revenue for the above Private Retreats is included in ILLUME under Room Revenue and all other performance metrics and Achievements.

Private Jet reservations are not included in your performance metrics (Room Revenue, etc.) Private Jet reservations are featured in our special Four Seasons Private Jet Achievement.

Visit our Advisor Guide for a Glossary that defines the criteria for every Achievement.

We are continually adding new Achievements to ILLUME to recognize your specialized expertise. To claim a Special Stay Achievement, please complete the following steps:

1. Check your reservation meets the criteria for inclusion in ILLUME as outlined in the Advisor Guide.

2. Check your reservation meets the criteria for the Special Achievement as outlined in the Achievements section of the Advisor Guide.

3. If your reservation meets the above criteria, please submit your eligible stay through the ILLUME support request form:

• Select “My Achievements” under Request Type.
• Enter the Achievement name in the Subject Line.
• Enter the confirmation number(s) and property in Additional Information.

Learn more

Submit a request to our support team. We would love to hear from you!

There are multiple reasons why your estimates based on your own reservation tracking system may not match the metrics on your ILLUME dashboard. These expected differences are based on the unique criteria for ILLUME, outlined in the Terms of Service.

1. First, ensure your reservations meet all of our criteria. See our Advisor Guide for details.
2. Then, consider our definition for the Room Revenue metric: room rate portion of the reservation only, excluding Preferred Partner amenities (breakfast and credit) and any value-add package inclusions, taxes and fees.
3. Then, consider timing: your performance metrics will only display consumed/travelled (paid and stayed) reservations, which appear one to five days following check-out.
4. Finally, the Room Revenue metric is reported in USD. Consider the potential impact of currency conversions.

Please allow for one to five days following the guest check-out date for the travelled (paid and stayed) reservation production to show on your dashboard and update your achievements, providing the reservation meets all other criteria. If that time has passed and you still do not see the Achievement update, contact our support team for assistance.

Room Revenue for Advisor ID is reported in USD for travelled (paid and stayed) consumed reservations.  It is defined as the room rate revenue portion of the reservation that must have a Preferred Partner IATA, an Advisor ID and a Preferred Partner Rate Code to qualify. This excludes non-rooms Preferred Partner amenities (breakfast and credit), any value-add package inclusions, taxes and fees.

No, at this time, ILLUME shows data for travelled (paid and stayed) qualified reservations only.

Rank values are based on YTD room revenue performance and update monthly with the following levels: Top 10, Top 25, Top 50, Top 100, Top 250, Top 500, Top 1000. A pre-achieved state is shown for those who ranked 1001 or higher.

The rank calculations have been carefully validated. Depending where you live and your production level, this may occur naturally based on how the program revenue production is geographically dispersed. For example, an Advisor in the US may be both a Top 50 Advisor in Americas and also a Top 50 Advisor globally, though their exact ranking (not published) may differ. Rank values are based on YTD room revenue performance and update monthly with the following levels: Top 10, Top 25, Top 50, Top 100, Top 250, Top 500, Top 1000. A pre-achieved state is shown for those who ranked 1001 or higher.

Select dashboard metrics display your year-to-date, year-over-year growth. Growth metrics are based on your year-to-date consumed reservations compared to your consumed reservations during the same time period last year. For example, on April 1, 2024, your growth metrics will be based on your consumed reservations from January 1, 2024 to March 31, 2024 compared to your consumed reservations from January 1, 2023 to March 31, 2023. Formula: [(Current Year – Prior Year) / Prior Year] * 100%.

Only select dashboard metrics display your year-to-date, year-over-year growth. If you do not have any year-to-date consumed reservations for the current year – or if you have no consumed reservations during the same time period last year – you will not see a percent growth. View our Advisor Guide for more details.

1. Check the reservation meets all of our criteria:
   
   • Must have a Preferred Partner IATA 
   • Must have a Preferred Partner Rate Code
   • Must have an Advisor ID
   • Must have travelled (paid and stayed)
   • Must be for a leisure business segment
2. Check the timing: Allow for one to five days following the guest check-out date for the reservation production to show in ILLUME.
3. If the reservation meets our criteria and more than five days have passed since the guest checked out, contact our support team for assistance.

Please note that you are not able to view your past and upcoming reservations in ILLUME at this time, only qualified travelled (paid and stayed) reservations are included.

Welcome to the Preferred Partner Program. You will not be able to view your past production as your previous reservations would not have had a Preferred Partner Rate Code or an Advisor ID. Going forward, ensure you always use an Advisor ID and a Preferred Partner Rate Code on every reservation and take notice of all the criteria for qualified reservations.

Share your updated Agency/IATA information immediately by submitting a request to our support team or contacting your Worldwide Account Director and continue using your Advisor ID (it remains unchanged). This will allow us to update the system. Every attempt will be made to include your past reservations within the calendar year on the original Preferred Partner IATA – although some reservations may not be able to be recovered.

We are unable to change IATA numbers on travelled (paid and stayed) reservations. If you used an IATA that is not a Preferred Partner, or not affiliated to you in your My Profile page in the Preferred Partner website, you will not see this revenue in your production.

It is recommended that each Advisor use one primary IATA, aligned to their agency – only reservations on the agency’s primary IATA will be included.  

It is the Advisor’s responsibility to notify Four Seasons to correct your IATA – reservations may not be able to be recovered.

You will no longer have access to ILLUME.

Share your updates immediately by contacting your Worldwide Account Director and continue using your Advisor ID (it remains unchanged). Prior Preferred Partner reservations may not be able to be recovered. Non-Preferred Partner reservations will not be recovered.

As a one-time exception, if your guest has checked out, submit a request to our support team. We can add your Advisor ID, provided the reservation meets all other criteria.

If your guest has not checked out, contact your Worldwide Account Director for assistance. Going forward, it is important that you put your Advisor ID on each reservation at time of booking.

If your guest has checked out, submit a request to our Support team. If your guest has not checked out, contact your Worldwide Account Director for assistance.

If your guest has not checked out, and your reservation is booked on a leisure travel Rate Code, contact your Worldwide Account Director for assistance.

*In both cases, the reservation must meet all other qualification criteria.

Visit our About the Program page to learn more about your Preferred Partner benefits, educational programming, tools, and more.

Visit our Advisor ID page to learn more about your Advisor ID benefits, how to use your Advisor ID every time you make a booking, and more.

Four Seasons Advisor ID is an important element to our Preferred Partner program – ensuring that our hotels and resorts are able to acknowledge and recognize you as the booking advisor, as well as the Preferred Partner agency. Preferred Partner advisors are assigned a personal number – the Four Seasons Advisor ID. Use your Advisor ID when making bookings so we can identify you specifically as the booking advisor. We can then contact you directly with any questions or updates. The Advisor ID will also help us acknowledge you personally to your clients and remind them of the value you bring to their Four Seasons stay. Visit our Advisor ID page to learn more about your Advisor ID benefits, how to use your Advisor ID every time you make a booking, and more.

Negotiated Corporate and Group bookings made by Preferred Partners do not qualify for Preferred Partner Amenities or ILLUME.

No, we cannot change your Four Seasons Advisor ID.

You can find your Advisor ID at any time on the My Profile page of the Preferred Partner website.

Contact your Four Seasons Worldwide Sales Account Director.

It is important to attach the correct Advisor – the person who has the relationship with the guest. Remind the Advisor that the name associated with the Advisor ID will be used on the guest’s welcome letter.