Swire Hotels partners with Adyen to optimize guest experience

Adyen (AMS:ADYEN), the financial technology platform of choice for leading companies, today announces that it has become the payments partner of Swire Hotels, the hospitality group with two brands including The House Collective and EAST, to enhance payments and optimize the guest experience for the hotelier’s properties in Hong Kong.

Adyen’s solutions have enabled more payment options, payments tokenization and unified commerce, offering flexibility and security to the hotels’ payment processes, in tandem with the best-in-class guest experience the hotels provide. Guests can now enjoy a seamless and secure payment experience during their stay in EAST Hong Kong, EAST Residence, The Upper House and Pacific Place Apartments.

“Working with Adyen has helped us enhance efficiency, flexibility and security. Now that we have access to a real-time, unified view of payment data on Adyen’s platform, our team can clearly identify customer demand and fine-tune our business strategy accordingly,” said Dean Winter, Managing Director at Swire Hotels. “Our staff can also save time on manual processes, enhancing our operational efficiency, thereby allowing us to focus on providing extraordinary experiences for our guests.”

Kai Tang, Head of Hong Kong at Adyen, added, “We are honoured to be the preferred payments partner of one of Hong Kong’s most renowned hospitality groups. It is exciting to see that Swire Hotels shares our vision and recognizes the true value of unified commerce in payments as well as the power of data in enriching the guest experience. At Adyen, we are always committed to enabling businesses to provide an easier, faster and more customer-centric payments journey.”

Through Adyen, Swire Hotels have now added WeChat Pay and Alipay HK as payment options, on top of other popular credit card payments such as Visa, Mastercard, Union Pay and JCB, allowing guests to pay with their preferred methods, whether online or offline. On the other end, Swire Hotels can reconcile and consolidate payments information across brands via Adyen’s single platform. It allows the hotelier to obtain a clear view of payment details in a single destination, increasing the efficiency of accounting and finance processes.

Payment details of the hotels’ guests are tokenized, meaning that a guest’s card details are captured during the online booking or at check-in, and the data is then encrypted and replaced with a secure token, which can be used for subsequent purchases. This means guests will not need to sign on bills or pay via a mobile POS (point-of-sale) for incidentals, reducing friction at every point of the guest experience.

By partnering with Adyen, Swire Hotels has unified its online and offline payment systems within and across its hotel brands, integrating their payments with property management system Infor for a holistic view of their guests. They now have access to a comprehensive and instant view of payments data, allowing them to understand their business performance in real-time and optimize conversion as they enhance the guest experience.

Furthermore, the insights from the payments data are invaluable in helping Swire Hotels make informed business decisions and foster growth. Having an extensive, 24/7 and easy-to-read dataset means the management team can understand where guests are from; what facilities they use and how often; their average transaction value and which payment methods are popular; and then follow the purchase patterns of guests throughout their stay to enhance their experience. The insights are also vital to shaping Swire Hotels’ future developments and campaigns, including customized experience offerings and promotions.

Adyen’s solutions have now been implemented in the accommodation services in EAST Hong Kong, EAST Residence, The Upper House and Pacific Place Apartments. They will also be rolled out in the hotels’ online shop by the end of the year.

About Adyen

Adyen (AMS: ADYEN) is the financial technology platform of choice for leading companies. By providing end-to-end payments capabilities, data-driven insights, and financial products in a single global solution, Adyen helps businesses achieve their ambitions faster. With offices around the world, Adyen works with the likes of Facebook, Uber, H&M, eBay, and Microsoft. The cooperation with Swire Hotels as described in this merchant update underlines Adyen’s continuous growth with current and new merchants over the years.

About Swire Hotels

Swire Hotels creates and manages distinctive hotels in Asia and the United States under two brands, The House Collective and EAST, providing unscripted and authentic experiences for travellers who seek originality, style and personalised service.

The House Collective, a group of Houses each uniquely imagined and inspired by their locations, began with the opening of The Opposite House in Beijing in 2008, followed by The Upper House in Hong Kong, The Temple House in Chengdu and the latest addition, The Middle House in Shanghai, which opened in 2018. EAST are lifestyle hotels located in Hong Kong, Beijing and Miami with an emphasis on working playfully and playing productively. Located in key commercial districts, EAST brings these cities' buzzing dynamism right to our guests.