In Brief: Duane Overgaard writes that hotels should prioritize frictionless, invisible payment experiences, emphasizing that streamlined, secure payment systems can boost guest satisfaction and operational efficiency.
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The Best Hotel Payment Experience Is the One Guests Never Notice – Image Credit DerbySoft
Hotels spend around $21 billion a year processing payments, yet guests still end up reaching for a card multiple times a stay, fraud is on the rise, and chargebacks are at an all time high.
Think about the last time a rideshare app impressed you at the end of a trip. It did not, because nothing happened. You reached your destination, opened the door and walked away. The payment settled itself. The absence of a moment was the moment.
That is the standard guests now quietly carry into a hotel lobby, and most hotel payment experiences still fall short of it.
According to the reports:
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$21B is spent annually by hotels on payment processing
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5–6% of hospitality revenue is lost to fraud
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Hotels lose 0.8–2% of room revenue to OTA and payments friction
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$1.5 billion annually to inefficient reconciliation, chargebacks cost operators ($450 avg per dispute)
Payments stopped being a back-office function some time ago.
What was once treated as a back-office function is now part of the hotel’s operational foundation, with payments embedded in nearly every stage of the guest journey, from booking and pre-arrival through check-in, dining, room charges, upgrades and the post-stay. Payment now moves continuously alongside the guest.
That shift sounds like a guest experience story, and it is, but underneath it is an infrastructure story. A payment that follows the guest invisibly from the booking screen to the pool bar to checkout is only possible if the systems handling each of those moments share the same secure record. When they do not, the seams show, and the guest feels every one of them.
The friction guests notice is almost always a connection that is missing.
The mechanism that makes invisible payment work is tokenization. Card details are captured once and replaced with a secure token, so the real number never has to be handled again. Secure tokenization reduces the need to repeatedly handle sensitive card data, letting payment credentials pass safely between systems without fresh exposure at every step. Done well, the guest enters their card a single time and never thinks about it again.
Done poorly, the opposite happens. The card gets requested at booking, again at the desk, again for the spa, again at checkout, each touchpoint a separate system with its own copy and its own risk. The guest experiences that as friction. The hotel experiences it as chargebacks, reconciliation headaches and a finance team spending its month untangling what the systems could not agree on.
Where I think the conversation understates the challenge is scope.
It is tempting to treat this as an on-property problem, something that starts at check-in. But the guest’s first payment moment usually happens well before arrival, at the point of booking, often through a channel the hotel does not own. If the payment data captured there does not travel cleanly into the hotel’s own systems, the invisible experience breaks before the guest has walked through the door. The token has to move as reliably as the reservation does.
Network tokens address two of the most persistent problems in travel payments, declined transactions and expired cards. In fact, some merchants see up to 10% higher approval rates when using tokenization compared to non-tokenized transactions
Storing guest credentials as tokens keeps them secure and lifts the share of payments that go through, and pairing that with account updater tools and automatic retries pushes those results further still. Properties that live on repeat bookings gain the most, since a stored card can refresh itself without the guest ever being asked to re-enter it.
At DerbySoft we move payment data alongside content, rates and availability across hundreds of channels, so the record created at booking arrives intact wherever it needs to go next. Our Payment Connector work exists to make that handoff secure and seamless, connecting the money side of a reservation to the same connected foundation as everything else.
When card data, confirmations and reconciliation move together from the very first touchpoint, checkout gets simpler for the guest and month-end gets simpler for the finance team.
Neither of those groups tends to celebrate it, which is the point. The guest notices the absence of friction more than any feature. The finance team notices the absence of a mess.
What invisible actually requires.
An invisible payment is actually a chain of systems, from the booking channel to the PMS to the point of sale, agreeing on one secure record of who the guest is and how they pay. Every break in that chain is a place the guest has to reach for a card again. The goal is not to add a payment feature. It is to remove every reason the guest ever has to think about payment at all. The hotels getting close to that standard are those whose systems pass a single secure record cleanly from the first click to the final folio.
Guests have already told us what good looks like. It looks like nothing.
About the Author
Duane Overgaard is the Divisional CEO, Hospitality, of DerbySoft. With over 30 years of experience in the hospitality industry, he has a diverse skill set that includes account management, business development, and contract negotiation. Duane has held various leadership positions at renowned companies such as Sabre Corporation, Wyndham International, and Hilton Hotels & Resorts, where he has demonstrated expertise in hotel management and marketing strategy. He is known for his strong team-building and competitive analysis skills. Duane is currently based in the Dallas area of the United States.