Improving the booking experience for hotel guests to meet new behavioural patterns
Bezons, 22 June 2021 – Worldline [Euronext: WLN], the European market leader in payment and transactional services, today announced its collaboration with Cendyn, a leading innovator in CRM, sales, and revenue strategy in the hospitality industry. Thanks to this partnership, hotels can now include secure e-payment solutions in any automated guest communication based on the seamless integration of Cendyn’s CRM, the hotel’s own PMS (property management system) data and Worldline’s e-payment solution.
Through the combination of Worldline’s Saferpay e-payment solution and Cendyn’s CRM engine, payment, processes can be simplified, making e-payments risk free and convenient for hotels and guests alike. Cendyn’s CRM solutions interface with hundreds of PMS systems and can apply smart and automated payment terms, in line with predefined customer segments, booking codes, rates and more.
To compete in today’s digital world, hoteliers need an array of tools, including bespoke technology solutions that meet the needs of guests, coupled with attractive design capabilities. Using the right technology does not only increase digital engagement and generate revenue, but also allows hotels to focus on serving their guests whilst adhering to regulatory requirements.
Chris Lanckbeen, head of Travel & Hospitality at Worldline said: “Our partnership with Cendyn serves both the hospitality industry and hotel guests by simplifying and securing online payments. Cendyn is connected to all major hotel systems, which means all booking data are pre-stored and sent to the guest. To complete the payment, the cardholder just needs to fill in his card details – and the hotelier can process the payment without worrying about regulatory issues.”
With the integrated Worldline payment Saferpay, hotels using Cendyn’s CRM are now free from exposure to PCI-compliance and charge-back risks. Their transactions are processed according to PSD2 regulations, avoiding error prone manual tasks. Likewise, hotels can tailor their payment policies to booking channels and guest characteristics. Hotels and guests alike will benefit from less manual work and potential errors thanks to automated data transfers between Cendyn’s CRM and the payment solution from Worldline.
“We are excited to provide hoteliers with additional value by partnering with Worldline,” saidRodd Herron, VP Partnerships at Cendyn. “The integration of their comprehensive Saferpay platform with our transactional guest communications is a first in the industry. For us, this is another step in further optimizing the guest journey and making CRM as intelligent and simple as possible.”
A click on the payment link embedded into the email confirmation will guide the guest to the Saferpay payment site. After choosing their preferred payment method, guests can enter their payment card data. Saferpay then automatically sends the transaction status to Cendyn’s CRM and confirms the payment to the guest by email. The same mechanism enables hotels to collect credit card information from the guests before their arrival and have this data ready for payment at check-out or as a fall-back in case of no-shows. Using this method of payment, full card holder authentication is guaranteed, allowing hoteliers to fulfil PSD2 regulations and avoid PCI and charge-back risks.
The process secures an end-to end solution for guest communications while maintaining the hotel’s corporate identity across all channels, thus ensuring a smooth customer journey also from a brand perspective.