8 hospitality innovations to win over your guests

Unified commerce goes a step beyond the traditional omnichannel experience. 

With it, payments data from all channels — online, in-app, and on-premise — feed into a single platform. 

This helps hotels make more targeted, data-driven decisions:

• Where are guests travelling from?

• How often do they visit?

• What are their purchasing patterns? 

• How do they like to pay? 

These guest insights make it easier to deliver tailored experiences and build long-term loyalty. 

For example, imagine checking in and being offered your favourite cocktail without prompting. Or, having the payment methods you expect readily available.

Unified commerce is also future-proof. 

With real-time data, hotels can respond faster to guest needs, adapt to cross-channel payment preferences, and reconcile more efficiently. 

Forget old-school loyalty cards and clunky apps. By embracing technology, hotels can modernise their loyalty programmes. 

By recognising returning guests the moment they book or pay, discounts and perks can be awarded automatically. 

It’s the VIP treatment. 

According to our index report, 13% of guests say lengthy check-ins or checkouts will stop them from rebooking a hotel stay. 

Unsurprisingly, there’s a growing trend of hotels experimenting with self check-in kiosks or apps. 

Instead of waiting at the front desk, guests can check in, scan their ID, grab their key, and go — all in just a few taps.

But it’s about more than speed. It frees up time for staff too and lets them focus on other tasks, especially if they’re understaffed.

Paying at the table, or anywhere for that matter, is a key trend in the hospitality industry. 

And mobile point of sale terminals (mPOS) make it easy by creating a flexible experience for both staff and guests. 

With mPOS, businesses can accept payments anywhere, as long as there is an internet connection. 

This means staff can move around freely and meet guests the moment they’re ready to pay.

To take it to the next level, some businesses use Android apps that take orders (and payments) directly on the payment terminal. These all-in-one devices remove the need for a POS station altogether.

Tokenization significantly improves payment security by replacing sensitive card data with a unique, encrypted token that protects against fraud. These tokens allow guests to make future purchases without re-entering their details. 

This is a growing trend in hospitality, and hotel management company Oetker Collection is already using it. With Adyen’s tokenization solution, they reduce risk and comply with regulations in the countries in which they operate. 

At their hotel, The Woodward, guests’ details are protected from the moment they book. Guests can order at the restaurant, buy drinks at the bar, and pay for spa treatments without presenting their card, entering a code, or signing a bill.

Another use of the technology is network tokenization, which automatically replaces a 16-digit PAN with a non-sensitive reference called a network token, which is used to authorize online and recurring payments.

Guests crave convenience. And hotels are adapting. Instead of making guests go to the payment terminal to pay, staff can now meet guests where they are when they are ready to pay. Pay at table, for instance, is a key trend in the hospitality industry. 

Mobile point of sale terminals (mPOS) provide flexible experiences for both staff and guests. As long as there is an internet connection, staff can move around and accept payments anywhere.

Taking it to the next level are Android apps that take orders (and payments) directly on the payment terminal. These all-in-one devices remove the need for a POS station altogether.

Tokenisation significantly improves payment security by replacing sensitive data with non-sensitive unique identifiers. 

This makes it possible for businesses to securely save payment data through tokens so guests can make future purchases without re-entering their details. 

Hotel management company, Oetker Collection, uses Adyen’s tokenisation solution to reduce risk while staying compliant in countries with differing regulations. 

At their hotel The Woodward, a guest’s personal details are protected from the minute they book. Guests can buy drinks, purchase postcards, and book spa treatments without presenting their card, entering a code, or signing a bill.

Taking it a step further is network tokenisation, an automated process that replaces a 16-digit PAN with a non-sensitive reference called a network token. These network tokens are used to authorise online and recurring payments.

In a sector where service is key, AI ensures smooth checkouts, reduces fraud, and lowers operational costs. 

All while adapting in real-time to guest behavior. 

With Adyen Uplift, the hospitality industry can leverage AI trained on global payments data to optimise the entire payment funnel. 

From recognising returning customers to automating fraud prevention and routing payments more efficiently, Adyen Uplift drives higher conversion and guest satisfaction.

Embracing innovation is essential for hospitality businesses looking to meet evolving customer expectations.

By using smart payment technology, hotels can meet guests where they are, anticipate their needs, and deliver an unforgettable experience.

Adyen gives hospitality businesses the flexibility to offer the payment experiences that are most relevant to their business—self check-in and check out, or a personalized, attentive 5-star resort experience experience. Hospitality businesses gain access to a range of innovations, allowing them to choose the ones that best align with their goals. This flexibility allows them to tailor the guest experience to their unique needs.

Discover how Adyen helps hospitality businesses drive growth, increase operational efficiency, and offer seamless guest experiences.