The pace of technological change is
unlike anything we’ve ever experienced
before. While every industry is feeling
the effects of the digital world, the
hotel sector is experiencing unique
challenges due to the complexity of
their systems. payments:
Luxury hotels are used to implementing
innovative products and services as
guest demands evolve, but those
updates typically align to the facility,
room décor and design, special
programs and in-room technology.
While it’s important to innovate in
those areas, there has been a staggering
lack of innovation when it comes to how
guests’ payments are accepted. • Restaurant
When the liability shift occurred in the
United States in 2015, it required a big
investment for businesses to implement
EMV acceptance with system upgrades
and new card readers. The migration
to EMV was a critical component in
helping to prevent card present fraud
and reduce chargebacks and was a
starting point for payment innovation in
hotels.
Hotel guests want the best digital
experience, and that includes meeting
their demands for paying in whatever
format they desire. While it’s not
a matter of wanting to meet these
demands and expectations hotels
have unique complexities that have
to be taken into consideration. Most
hotels offer multiple opportunities for
• Front desk
• In-room
• Mobile application
• Poolside
• Spa
• Gift shop
Often these various payment points
require different systems such as a
Property Management System and
a Point-of-Sale system, in addition
to many card readers and potentially
third-party technology for a mobile
application that offers payment
acceptance – and all of these systems
have to be integrated with a payment
processor. Even further complexity can
come when Online Travel Agencies and
reservation systems are part of the mix.
Everything must be frictionless and
seamless so it’s no wonder hotels are
hesitant to implement more modern
payment solutions.
It doesn’t have to be as complicated
as it sounds and there are multiple
benefits to implementing innovative
payment solu