Beyond the check-in: Seamless guest experiences, at scale

RMS users were dealing with astounding complexity. Most users were drowning under multiple gateways; some were using up to three gateways for different sales channels (e.g., online booking, in-person payment terminals, etc.). Needless to say, reconciliation across different gateways and systems was challenging. "The world before we integrated Adyen into RMS was very manual," Cameron Gough, RMS' Chief Product Officer, explains. "The reconciliation that our users handled was complex because they had multiple systems to work with."

Besides manual reconciliation, users struggled to manage their chargebacks and disputes while trying to keep up with ever-evolving fraud risks. To protect their businesses and guests, they spent a lot of time managing disputes and high levels of fraud, which took time away from what they did best – creating exceptional experiences for their guests.

Lastly, conversion is vital to many hospitality businesses, including RMS users. "We know that 1 in 10 guests may abandon their cart if we don't offer the payment method they prefer. And that's a significant amount of revenue that a customer of ours might lose," Cameron states. While it’s essential for hospitality businesses to offer flexible payment options, supporting many local and regional payment methods can be a challenge.

Enter Adyen for Platforms.

"We ended up working with Adyen, which was a great choice, as it was an out-of-the-box payment capability. We wanted to leverage Adyen's expertise and build our business, embed payments, and create a better solution for our customers."

Adam Seskis

CEO, RMS

Offering an embedded payment solution

By embedding payments into their platform, RMS can layer additional functionalities that matter most to their customers and guests. The introduction of RMS Pay, powered by Adyen for Platforms, creates a new revenue stream for the platform through monetizing payment services, and boosts user retention too.

Moving from a fragmented ecosystem with multiple gateways to an integrated payment solution is a game-changer for many RMS users. The reconciliation and settlement process is now streamlined and fully automated. "Seamless and efficient would be the best way I can summarize RMS Pay," Kane Robertson, Business Owner of Quest Collingwood, one of RMS' customers, says.

"Our users get immediate reconciliation. There is no manual reconciliation," Adam adds. "Everything moves faster."

Automated reconciliation: Financial reconciliation from days to hours

Help your users streamline their operations with automated reconciliation.

Find out how

Additionally, with Adyen's local acquiring capabilities, users can save on the cost of each transaction compared to cross-border transactions.

Finding the right balance between risk and revenue

Fraud is top of mind for many hospitality businesses, especially as the nature of fraud has evolved with the easy access to AI. 39% of hospitality businesses agree there has been a significant increase in payment fraud attempts in the past year, and 34% see chargebacks from online transactions as a serious challenge.

"Pay by Link is one of those features that really stands out as a competitive advantage for us."

Adam Seskis

CEO, RMS

When users send out a Pay by Link, their guests can pay securely while the property remains fully PCI-compliant. "When we send out a Pay by Link, it gives us the reassurance to know that our guests' data is secure and they are authenticated," Kane states. Authentication protocols like 3D Secure give hospitality users peace of mind and help reduce the chargeback rate.

An integrated dashboard, powered by Adyen, streamlines dispute and chargeback management, making it easier for users to submit their chargeback defense. "We've got great documentation that's easily accessible for our users through our partnership with Adyen," Cameron explains. "They now have an easy and timely way to submit a challenge against a dispute, and we've seen them win."

Understanding chargebacks

Explore what chargebacks are, how the process works, and how to avoid them.

Get started

Creating the right mix of payment methods

Whether booking online, paying by link, or paying through an in-person terminal, creating a seamless and consistent experience for guests means supporting local payment methods they know and trust.

"It's about the breadth of payment methods that we can offer. Often, that's localized and regional, so we need to support that for our users."

Cameron Gough

Chief Product Officer, RMS

And it's a win-win – businesses save an average of 49% with local payment methods compared to credit and debit cards.

Building five-star guest experiences

"Our users are really excited about using data to enhance the guest experience and improve their revenue," Cameron mentions. With RMS Pay, hospitality businesses like Quest Collingwood can collect guest information securely, which helps them understand guest profiles. "For example, where are they coming from? How long do they stay with us? And then, from a sales point of view, it helps us make informed decisions for the business in the future," Kane adds.

"The data we get from the Adyen platform, insights from how payments are used, chargeback rates, and so on, help our customers fine-tune their offer. We're excited by what we can do with all the data."

Cameron Gough

Chief Product Officer, RMS

RMS' users also unlock the ability to process 100% contactless check-ins with RMS Pay, leading to less manual work for hotels and more time to spend with guests. "One of the things that our users are very excited about is contactless check-in," Cameron says. "For guests, it means a frictionless experience when checking into the hotel."

Automatic reconciliation

"In my experience in hotels, your auditing process in the evening might take up to an hour," Kane states. "For us, it's one minute – as simple as the click of a button." With RMS Pay, users like Quest Collingwood are no longer required to manually balance their books every evening, saving up to an hour a day and 30 hours every month.

"With RMS Pay, we get a lot of efficiencies for a night auditing process. It is truly a game changer for the hospitality industry."

Kane Roberson

Business Owner, Quest Collingwood

With Adyen, backend statement reconciliation is automated, saving several users over ten hours each week.

Exceptional guest experiences

It's crucial for hospitality businesses to know that their staff can focus on guest interactions rather than managing inefficient processes.

RMS Pay unlocks pre-check functions for users, allowing them to reach out to guests before their arrival, securely save guest information, and collect payment details. The pre-check process creates seamless check-ins because guests only need to present their ID when they arrive.

Additionally, a large part of the guest experience revolves around guests’ ability to pay with options they know and trust. The breadth of payment methods and channels supported by RMS Pay and Adyen allows guests to pay how they want and when they want, usually with no action required on their part.

Finding balance between conversion, risk, and cost

With RMS Pay and Adyen, Quest Collingwood has cut fraud and chargeback rates by using secure payment links that verify cardholder authorization, while also simplifying PCI compliance.

"Using Pay by Link has reduced and almost eliminated fraudulent credit card activity at the hotel," Kane explains. "We've saved up to $10,000 to $20,000 a year."

Additionally, through the integrated dashboard powered by Adyen, RMS has been able to help their users reduce the time and effort spent managing chargebacks and disputes. The number of disputes has also dramatically dropped through authentication mechanisms like 3DS, which is a big win for hospitality users. One customer of RMS has even seen a 93% drop in their number of disputes.

Adyen Uplift: Grow payment conversion with AI

Get more out of your payment set up by optimizing the full payment funnel.

Discover how

"Feedback is incredible. Without exception, every single customer is having a great experience with RMS Pay, whether that is the time savings they're getting from nighttime reconciliation, the increase in acceptance rate, or the reduction of fraud. It's proving a successful formula for embedding the Adyen platform into RMS."

Adam Seskis

CEO, RMS

With big opportunities emerging from North America, Europe, and the Middle East, RMS is excited to continue scaling globally with Adyen and deliver a seamless embedded payment solution to a growing number of markets.

"Our customers are already talking to us about embedded finance," Adam adds, "like providing advances so they can solve short-term problems, like doing minor renovations on their rooms. Having the embedded finance capability with Adyen is important to our platform's future."

The Embedded Finance Report

Embedded finance is worth $185bn. Ready to claim it?

Find out how

Cameron agrees: "We're excited by some of the capabilities on Adyen's roadmap, in particular some of the modules that we can build into RMS Pay to offer our customers."

"This continual innovation is what's going to keep us ahead and keep our customers happy."

Cameron Gough

Chief Product Officer, RMS

The future is indeed bright and embedded.