Hospitality trends powering industry change

No two people are alike, let alone their hotel preferences. 

While some will be swayed on price, others will focus on location. One thing they can agree on: booking needs to be stress-free. 

Which is where personalisation comes into play. 

According to our report, 65% of UK guests have a preferred online payment method, with digital wallets, Pay by Bank, and in-app payments being the most popular. 

And their preferences shouldn’t be overlooked: 32% of guests have dropped out of booking a hotel because they couldn’t pay how they like. 

But it goes beyond booking. Guests expect seamless experiences across the board — such as when paying at your hotel’s poolside bar or in-house masseuse. 

With an omnichannel solution like Unified Commerce, hotels can unify all of their payment systems. 

The result? A flexible, cross-channel, and personalised journey your guests are looking for. 

"Travel expectations are sky high, with payment options playing a critical role in shaping the overall guest experience and influencing future booking decisions."

Mark Rademaker

Head of Hospitality, Adyen

Though just 10% of hotel guests have experienced fraud (at an average cost of £564.08), 71% say they’re concerned about it. 

It’s an issue we’ve seen in other industries. Our 2024 retail report showed that 26% of shoppers feel more unsafe shopping today than they did 10 years ago because of payment fraud. 

One practice that’s particularly vulnerable in the hospitality industry is over-the-phone payments. 

While 51% of hotels claim it’s a popular option for guests, only 11% of guests prefer it. 

In fact, 26% say they wouldn’t book with a hotel if their credit card details were requested over the phone. 

The takeaway? There’s a disconnect between how hotels and guests view these legacy practices. 

The hoteliers who adapt to new technology, like tokenisation, can stay ahead of the competition while providing a secure experience.

"Hotels are entrusted with sensitive customer information, including payment details and personal identification, which makes secure data handling a top priority. Our partnership with Adyen helps us create a safer, more secure experience for customers."

David Purcell

VP, Global Products, Infor Hospitality

Our research isn’t entirely consumer focused. We dug into hotels’ pain points too.

Many hotels rely on manual processes, such as for reconciliation, often with an overworked and understaffed team. 

Case in point: 25% said the amount of invoices their business receives isn’t manageable because they don't have enough staff.

With the right fintech partner, hotels can create automated processes that’ll optimise their staff’s workflow.  

Solutions like contactless payments or real-time payments data allow hotels to accurately and swiftly capture guest data and payment details. 

Staff can then focus on engaging with guests, answering requests faster, and identifying repeat guests to, you guessed it — personalise their stay.

"In the past, we spent a lot of time behind computers, behind paperwork, and emails. Since Adyen, our day-to-day tasks have become easier and have freed up more time for staff to focus on guests. The staff have more time. The guests have more time. Everyone is happy."

Santi Roggio

Head Concierge, Grand Hotel Timeo, A Belmond Hotel

In our 2024 index report, you’ll discover expert analysis on the trends shaping the hospitality industry, including:

• The lessons hotels can learn from other industries to maximise profitability

• The extent of fraud in the hospitality industry and how hotels can protect themselves 

• How Adyen helps hotels deliver seamless and secure stays for all guests

Using insights from across the hospitality industry, our index report uncovers what today's guests expect.

Read here our latest hospitality report.