Swire Hotels takes in Adyen to boost CX in their Hong Kong assets

Photo courtesy of Swire Hotels

Swire Hotels, the hospitality group with two brands including The House Collective and EAST, made Adyen its payments partner to enhance payments and optimise the guest experience for their properties in Hong Kong.

Adyen’s solutions have enabled more payment options, payments tokenisation and unified commerce. 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.

Swire Hotels managing director Dean Winter said working with Adyen has helped them 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 Winter. “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.”

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 tokenised, 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. 

Guests now have access to a comprehensive and instant view of payments data, allowing them to understand their business performance in real-time and optimise conversion as they enhance the guest experience.

Furthermore, the insights from the payments data help Swire Hotels make informed business decisions and foster growth. 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.