Friday, September 21, 2018

When guests want to pay… get out of the way

Stop blocking bookings – be flexible and allow as many payment methods as possible. 

A booking in progress is a fragile and fickle thing. So many factors could derail the process and cause people to abandon their reservation and head over to another hotel or OTA. In fact, often it’s a complicated hotel booking engine process that pushes people to walk away from their reservation.

This is especially true at the moment of truth… at checkout!

Most hotels are smart about giving their guests options – from room types to upgrades. However, many hotels don’t extend their flexibility when it comes to paying. Instead, they offer a rigid set of payment options.

Solution: Provide speedy, simple payment experiences. Offer multiple ways to pay beyond the typical Visa, AMEX and Mastercard transactions. Accept as many other forms of payment as possible (like PayPal). Some hotels even accept Bitcoin these days!

And some go even further – Couples Resorts offers the Love Away payment plan which allows guests to place a $100 deposit, then enter into a layaway plan for their getaway.

Also, don’t forget to mention security clearly on your checkout page, otherwise you run a serious risk of abandonment. Customers need to feel confident that their payments will be handled securely. A statement of secure payment (or security badges) reassures your customers and could be the difference between a new guest and a lost sale.

About Tambourine Blog

Tambourine Blog
Tambourine is a US-based marketing, booking and distribution service that helps hotel and travel marketers sort it all out. It delivers a 360º program that reduces stress and increases revenue.

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