6 payment process mistakes that can cost the tourism sector bookings

Year after year, Spain’s tourism sector continues to reach record-breaking figures. In July alone, Spain welcomed 9.74 million international tourists, the highest figure ever recorded for this month, according to the Spanish National Statistics Institute (INE).

And with the arrival of more tourists come new challenges for the sector. Offering fast, seamless and user-friendly booking and payment experiences, adapted to an increasingly digital and international traveller, is essential to make the most of every conversion opportunity.

Even when a customer has already decided to book, any friction during the payment process can lead them to abandon the transaction.

Below, we take a look at the 6 most common payment process mistakes in the tourism sector and what hotels and other tourism businesses can do to fix them.

1. A checkout with too much friction

A checkout that is too long or complex can turn the final step of the booking process into an unnecessary barrier. Requiring users to register or create an account, asking for more information than necessary, including lengthy forms, or redirecting them to another page to complete the payment all add friction and create uncertainty.

The more obstacles customers encounter when trying to pay, the higher the risk that they will abandon the process before confirming their booking.

What should a good checkout include?

A hotel checkout is much more than just one step in the booking process. It is a key element that can have a direct impact on your hotel’s conversion rate and number of bookings. That is why, when designing it, several essential aspects should be taken into account:

• A clear and easy-to-understand payment process.
• As few form fields as possible.
• A responsive, mobile-optimised design.
• Clear information about the final amount to be paid, with no hidden costs.
• A design that is consistent with the rest of the website and the brand.
• Easily accessible payment methods without unnecessary extra steps.

These are just some of the elements to consider. In this article, you can find the key tips for an optimised checkout and learn how to provide a frictionless purchasing experience.

2. Offering too few payment methods

Not all travellers pay in the same way. A Spanish customer may be used to certain payment options, while a German, Portuguese or Polish traveller may prefer local payment methods or digital wallets that are widely used in their country. That is why it is essential to understand the profile of the guests staying at your hotel.

Offering too few payment options can become a barrier at the very end of the booking process. If users cannot find a payment method they recognise, regularly use or consider secure, they are more likely to abandon the booking and look for an alternative.

For tourism businesses that welcome international customers, adapting the payment offering to each market can make the difference between a completed booking and a lost conversion.

More payment methods do not mean more complexity

The key is to offer the right payment options for each customer and market, while presenting them clearly within the checkout.

A good virtual POS makes it possible to centralise different payment methods and provide a consistent payment experience, even when customers come from different countries and look for different payment methods.

This is especially important for hotels, hotel chains, travel agencies, OTAs and other tourism businesses that sell internationally.

3. Not offering payment in the customer’s currency

Another common mistake in the payment process, especially when dealing with international tourists, is not allowing customers to pay in the currency used in their home country.

When travellers have to pay in a different currency, uncertainty around exchange rates or potential fees can create friction. Showing the final amount clearly and allowing customers to pay in their own currency helps reduce that uncertainty.

For tourism businesses selling to international customers, offering payments in multiple currencies can help improve the overall payment experience and increase conversion rates for online bookings.

4. Not taking advantage of card tokenisation

In the hotel sector, the payment process does not necessarily end when a customer confirms a booking. One of the common challenges accommodation providers face is no-shows, where guests fail to arrive and may cause a loss of revenue when the booking is not subject to specific cancellation conditions.

This is where card tokenisation can become a valuable tool. It replaces sensitive card data with a token that can later be used for certain authorised transactions, without requiring the customer to enter their card details again.

For hotels and other accommodation businesses, this can simplify processes such as:

• Charging no-show fees when the booking conditions allow it.
• Pre-authorisations to check the availability of funds.
• Charges made after the booking.
• Managing deposits or security deposits.
• Charging for additional services booked during the stay.

Tokenisation not only helps improve the guest experience. It can also simplify internal processes and reduce the manual management of payments.

5. Turning authentication into a barrier

Authentication is an essential part of protecting online transactions. However, if the process is not smooth, it can become a point of abandonment.

In the tourism sector, where many bookings are made on mobile devices and at specific moments during a trip, delays in receiving verification codes, validation errors or unclear two-factor authentication steps can cause frustration and lead users to abandon the process before completing the payment.

Security, yes — but without unnecessary friction

The key is to use a virtual POS that enables secure and seamless authentication processes, allowing users to validate transactions quickly and clearly, without unnecessary steps or confusing redirects.

Security should also be backed by recognised standards. PaynoPain’s payment platform provides merchants with a high level of protection thanks to its PCI DSS certification, one of the most widely recognised payment security standards in the industry.

6. Offering a payment experience that does not inspire trust

Trust is essential when making a travel booking, especially when the amount involved is significant. Slow loading times, a poor mobile experience or a virtual POS that feels disconnected from the brand can create uncertainty and lead customers to abandon their booking.

Trust is also built during the payment process

The checkout should be fast, clear, secure and consistent with the rest of the website. A well-integrated virtual POS, optimised for all devices and aligned with the business’s visual identity, helps reinforce customer trust and makes it easier for users to complete their booking.

Payment is also part of the travel experience

The traveller experience does not end when a customer chooses a hotel, flight or activity. Every interaction throughout the booking process, including payment, shapes the customer’s perception of the business. A fast, secure payment process tailored to their preferences can help increase conversions and contribute to a more positive customer experience from the very first interaction.

In the hotel sector, payments are also present at different stages of the guest journey: from the initial online booking to check-in, additional services and check-out. Integrating payments efficiently helps simplify processes, reduce friction and streamline the day-to-day management of the property. If you would like to explore this topic in more detail, take a look at our latest article on how payments can improve the guest experience throughout the hotel journey.

How can a virtual POS specialised in the tourism sector help?

At PaynoPain, we have more than 15 years of experience developing payment solutions tailored to the needs of the tourism sector, from hotels and accommodation providers to travel agencies, OTAs and other businesses managing online bookings.

If you want to improve your business’s payment process and reduce booking abandonment, contact our sales team for more information.