Amadeus: payment issues are common among hotel guests


Payment issues affect a significant portion of hotel stays, according to research released by Amadeus on Tuesday.

The survey, conducted by psychological research agency Innovationbubble based on “hundreds” of interviews with recent travelers to the US, UK and Brazil, showed that 40% of travelers had encountered a challenge trying to pay for a hotel stay. A third party said they were unable to use their preferred payment method for their stay, according to Amadeus.

Payment frustrations stem from the fragmented nature of the hotel payment structure, with individual properties or managers processing them more frequently than at the brand level, according to Amadeus. As such, they have been slower to adapt to advances such as digital payments, according to Jean-Christophe Lacour, head of product management and payments delivery at Amadeus.

“Our research shows that bad payments now alter guest perceptions of the overall hotel stay,” Lacour said in a statement.

Fragmentation has also limited hotels’ ability to offer self-service payment options, such as paying for services in a hotel’s app, requiring guests to go to the front desk to pay incidental charges. Lacour encouraged hotel brands to take more ownership of the payment process at the group level.


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