Swire Hotels has teamed up with Adyen to enable more payment options, payment tokenisation and unified commerce – offering flexibility and security to the hotel group’s payment processes.
Adyen’s solutions have now been implemented in the accommodation services in EAST Hong Kong, EAST Residence, The Upper House and Pacific Place Apartments, where guest can now enjoy a seamless and secure payment experience during their stay. The solutions will also be rolled out in the hotels’ online shop by the end of the year.
“Working with Adyen has helped us enhance efficiency, flexibility and security. Now that we have access to a real-time, unified view of payment data on Adyen’s platform, our team can clearly identify customer demand and fine-tune our business strategy accordingly,” said Dean Winter, managing director at Swire Hotels. “Our staff can also save time on manual processes, enhancing our operational efficiency thereby allowing us to focus on providing extraordinary experiences for our guests.”
Through Adyen, Swire Hotels have now added WeChat Pay and Alipay HK as payment options, on top of other popular credit card payments such as Visa, Mastercard, Union Pay and JCB, allowing guests to pay with their preferred methods, whether online or offline. On the other end, Swire Hotels can reconcile and consolidate payments information across brands via Adyen’s single platform. It allows the hotelier to obtain a clear view of payment details in a single destination, increasing the efficiency of accounting and finance processes.
Payment details of the hotels’ guests are tokenized, meaning that a guest’s card details are captured during the online booking or at check-in, and the data is then encrypted and replaced with a secure token, which can be used for subsequent purchases. This means guests will not need to sign on bills or pay via a mobile POS (point-of-sale) for incidentals, reducing friction at every point of the guest experience.
Integration with the property management system
By partnering with Adyen, Swire Hotels has unified its online and offline payment systems within and across its hotel brands, integrating their payments with property management system Infor for a holistic view of their guests.
The hotel group now have access to a comprehensive and instant view of payments data, allowing them to understand their business performance in real-time and optimise conversion as they enhance the guest experience.
Furthermore, the insights from the payments data are invaluable in helping Swire Hotels make informed business decisions and foster growth.
Having an extensive, 24/7 and easy-to-read dataset means the management team can understand where guests are from; what facilities they use and how often; their average transaction value and which payment methods are popular; and then follow the purchase patterns of guests throughout their stay to enhance their experience. The insights are also vital to shaping Swire Hotels’ future developments and campaigns, including customised experience offerings and promotions.
“It is exciting to see that Swire Hotels shares our vision and recognises the true value of unified commerce in payments as well as the power of data in enriching the guest experience,” said Kai Tang, head of Hong Kong at Adyen.
