Guest expectations are a major challenge for hoteliers to grapple with when it comes to the guest’s digital journey. The COVID-19 crisis has, of course, shone an even stronger light on this topic. The payment experience is particularly important to guests. It spans the entire guest journey, from initial booking options to settlement at check-out. Today’s traveller is sensitive to credit card security and expects hotels to manage their data in accordance with legal requirements and industry best practices. The focus of this white paper is to understand the challenges hotels are currently facing, address current consumer expectations, reduce fraud and customer friction, and explain how technology can solve these problems.
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