Drawing on Adyen’s 2024 Hospitality Report, based on research with 31,000 consumers and 7,600 businesses, here’s a preview of how hotels can deliver a five-star experience. 

Why a seamless guest experience is crucial in Hospitality

You know that moment when someone checks in and enjoys a complimentary cocktail or heads straight to the spa? It’s completely stress-free and exactly what guests expect from the moment they choose your hotel. In fact, 59% say that a seamless experience, from booking to check-in and check-out, is a key factor when choosing a hotel. Guests want to have a feeling of flexibility as well, with 59% insisting on free cancellation up to 24 hours before check-in, and they want to be able to pay how they want, with 68% having a preferred online payment method.   

When it comes to payments, hotels are catching up with guests’ expectations and modernising their payment systems to offer more flexibility, security and convenience at every stage of their stay. 

How secure guest payments drive satisfaction

The stress-free experience that guests seek also extends to safety and security, with 72% saying they’re concerned about fraud. While only 10% of the 38,000 surveyed have personally experienced fraud from staying at a hotel (with an average cost of $682) the fear of it lingers. 

Ignoring payment security can impact both revenue and guest trust. Recognising these risks, 1834 Hotels upgraded its payment systems after experiencing fraud firsthand. Fiona Hehir from 1834 Hotels says, “We had a property that received $200,000 worth of bookings with fraudulent cards through OTAs in one month. Because of RMS Pay, we were able to validate those cards right there and then rather than waiting until just before the arrival date, which otherwise might have resulted in a large revenue loss." 

It’s an issue seen in other industries too. In retail, 15% of shoppers regularly abandon purchases because of security concerns and 25% feel less safe shopping today than they did 10 years ago because of payment fraud.  

The hospitality industry, however, is particularly vulnerable due to legacy practices, such as taking payments over the phone, which are much less common in other industries. While 43% of hotels claim it’s a popular option for guests, research shows that only 9% of guests prefer it. In fact, nearly half the amount of guests (43%) claim they wouldn’t book with a hotel if their credit card details were requested over the phone. 

By modernising payment systems, the hospitality industry can improve security, build trust and enhance guest satisfaction. 

The impact of hotel payment issues on loyalty and repeat bookings

The hospitality industry relies on guest loyalty, but nothing breaks trust faster than a payment headache. So, what is it that stops guests booking a repeat stay? Turns out, payment problems go beyond booking, with 13% identifying card declines or incorrect charges, 11% facing delayed charges or refunds, and 10% dealing with overpayments due to errors.  

In other words, the seamless experience guests valued during booking wasn't evident during their stay. RMS Chief Product Officer Cameron Gough explains why that’s a missed opportunity: 

"A truly exceptional guest experience doesn’t stop at check-in, it extends across every touchpoint, including payments. By integrating payment solutions within the PMS and unifying them across guest interactions, we empower accommodation providers to remove friction, enhance satisfaction, and build lasting loyalty. Seamless payments aren’t just a nice-to-have; they’re fundamental to delivering the kind of experiences today’s guests expect."

Balancing technology and personal service for exceptional guest experiences

Great service is at the heart of hospitality, but guests are noticing the gaps, with 13% saying under-staffing led to poor service, while another source of frustration was lengthy check-in or check-out times.  

So, is a human-free check-in the answer? Perhaps kiosks, tablets, or mobile apps can help streamline the process, but while travellers might check into a flight or book a taxi without human interaction, when it comes to hotels, they value the personal touch.  

 When asked about their views on human-free hotel check-ins, guests had strong opinions: 

Leveraging technology at every stage of the guest journey

In today's hospitality landscape, technology is pivotal in elevating the guest experience at every touchpoint. Here's how innovative solutions can enhance each phase of the guest journey. 

Booking: Streamlined payment systems during booking instil confidence, ensuring guests commence their journey seamlessly. Automated confirmations and secure transactions reduce manual interventions, allowing staff to focus on personalised welcomes. 

Check-in: Efficient, automated payment processing upon arrival reduces queues and stress for both guests and staff. Features like pre-authorizations and digital wallets facilitate a smooth, contactless check-in, setting a positive tone from the outset. 

During the stay: With backend payment processes optimised, staff can dedicate more time to attending to guest needs. This focus enables effortless upselling of services such as room upgrades, spa treatments, or dining experiences, enhancing overall satisfaction. 

Check-out: A swift, hassle-free departure enabled by express check-out options, automated receipts, or digital invoices, ensures guests leave with a lasting positive impression, free from unnecessary delays. 

Post-stay: Securely stored payment details simplify future bookings, encouraging repeat visits, while automated post-stay communications, including feedback requests or loyalty offers, foster ongoing relationships and guest loyalty. 

By integrating smart payment solutions throughout the guest journey, hospitality providers can reduce friction and shift focus from administrative tasks to delivering exceptional, personalised service, transforming first-time visitors into loyal patrons. 

Ravi Satyavolu, GM at Quest Penrith, has seen the difference firsthand:

"RMS Pay’s simple and brilliant enhancement to our day-to-day operations has enabled us to put our full focus on the stars of the show – our guests," he says. "Now, we can process 70 arrival payments in 5 minutes instead of 3 hours."  

Want to deliver a friction-free guest experience? Talk to our team about RMS Pay and the value of embedded payments to learn how you can improve guest experiences and save time doing it. 

By Elizabeth Gasperotti