Customer stories

citizenM: Optimizing the customer experience with Adyen

The Dutch hotel group has completely transformed its payment process with Adyen’s unified commerce solution – making travel even more convenient for citizenM’s international customers.

July 9, 2019
 ·  2 minutes
Discover how Citizen M is partnering Adyen to make every stay memorable

citizenM is welcoming more guests into its hotels all over the world. Guests are increasingly connected and demand an enjoyable stay with smooth and efficient payments. It’s why the hotel group chose Adyen as its technology partner to help deliver exceptional experiences. citizenM’s global omnichannelpayment systemis based exclusively on our unified commerce technology.

More enjoyable stays for citizenM’s customers

From online booking to checkout, facilitating and optimizing the customer experience is a priority for citizenM. Focusing on the customer journey,Adyen’s payment platformsimplifies the purchasing process at every stage.

"Because at citizenM, we want to provide a seamless and enjoyable customer experience, from online booking to check-out", says Lennert de Jong, Director of Distribution & Business Development, citizenM.

At every citizenM hotel, check-ins and checkouts are now automated and can be accomplished in just one minute, thanks to self-service kiosks – saving travellers time and frustration.

With Adyen’s help, the hotel group is also able to tokenize customers' cards, saving payment data with complete security. This allows hotel guests to move around the hotels with ease and convenience. Guests can simply use their room card to pay for drinks and meals at the bar or restaurant, without having to present their card, enter a code, or sign a bill. This wallet-free technology is already available in citizenM hotels around the world.

Helping the citizenM group expand into new markets

citizenM is growing rapidly and each new market expansion typically involves adding local payment methods and finding a new payment partner in-market to cater to the payment preferences of an expanded group of travellers.

Partnering Adyen means the group no longer needs to look for local partners for their international expansion. Our single platform solution lets citizenM handle both online and in-hotel transactions all in one place. Everything is managed from the same platform, with a single integration and a single contract. So whether it’s a French customer paying with his credit card, an American using his Paypal account, or a Dutch customer booking with iDEAL, citizenM is able to accommodate all its global customers’ payment needs.

"Since we have been working with Adyen, global payment is no longer an issue whether the transaction is online or within our hotels. The smooth payment process is key in building memorable experiences for our customers."

Bob EngeringhCommercial Director, citizenM

Adyen's platform provides a unified view and management of payment data 24/7, regardless of channel or country. With full information on transaction performance, optimizing conversion and improving customer experience, citizenM is making every stay even more memorable for travellers anywhere in the world.

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