If you own or run a hotel in the digital age, your guests probably expect to be able to book a room online.
Although it is essential to have a knowledgeable, courteous human staff available to anyone who calls the desk, the realities of the Internet age demand that your hotel has a way to accept payments from customers without asking them to leave the comfort of their computer. Lack of an online payment system not only deprives guests of a convenient way to pay, but also detracts from your hotel’s credibility as a modern institution.
A simple Google search reveals a multitude of companies that specialize in providing you a means to accept online payments. Before you take the plunge, assemble a checklist of must-haves and have-nots to make sure the provider you choose is right for you.
Security Is Paramount
First among any consideration — even price — should be the security of your clients’ information. In the age of rampant identity theft, your guests must know that they are safe entering their private financial data into your system.
Be sure to get a thorough explanation of the type of encryption that will be used to keep your customers’ credit and debit card data safe.
Straightforward Pricing
A good deal isn’t very good at all if it comes littered with hidden gateway fees, merchant fees, return fees, or authorization fees. Once agreeing upon a (usually monthly) payment, be sure to demand disclosure of all applicable fees upfront.
Not if, but When it Breaks
Your fancy new payment system is worthless the moment it goes down. Chances are, your in-house IT guy is not going to be able to remedy the problems that will inevitably arise with this — or any — online electronic system. Twenty-four/seven tech support is a must, and be sure that phone support is coupled with physical visits from a technician when necessary.
Flexibility for Your Guests
The whole reason you’re spending capital on a new online payment system is to offer flexibility to your future guests — make sure the company that provides you with that system doesn’t fall short. Make sure your customers will have the option of using a credit card, debit card, checking account, or even a third-party payment system like PayPal.
Package Deal
Make sure you’re buying a complete package. Everything — from Web support to customer invoicing to auditing to the ability to create an online store — should be provided to you. You’re paying for your customers’ convenience, but the service should also be convenient for you.
Accepting reservations and payments online is a must for hotels. Internet payment is no longer considered a novelty or amenity, but an expectation in the booking process. Modern, savvy guests expect it, and it will make your business more streamlined and profitable in the long run.
About the Author
Andrew Lisa is a freelance business writer living in Los Angeles.
