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How can a payment gateway help attract customers for your hotel

A good digital marketing strategy involves all the elements that the customer will have contact with from the moment they discover our brand until they complete the purchase process (even after that). However, some of these elements are usually underestimated, and that is the case with the payment gateway. And the truth is that a good payment gateway with tools that favor conversion can be key to avoid abandoning the purchase before completing the payment process. And this affects any business that works online, and of course hotels as well.


Currently, still suffering the consequences of the COVID-19 crisis, the tourism sector needs more than ever to implement a strategy to improve results. For this reason, we are going to review the key parts of the payment process and how a good payment gateway can help your hotel to attract customers.


Different payment options and DCC for international clients

Once the customer decides to book a room and it is time to pay online, the first thing they have to decide is with which payment method they will do it. Each user has preferences and, in some cases, not having their favorite payment method can lead to the loss of a customer. To avoid this, the more options you offer on your payment gateway, the better.


Likewise, if your hotel receives international customers, it is very possible that in some cases they come from countries with currencies other than the Euro. We all know the mistrust generated by having to pay in a currency that is not yours and with which is not clear exactly how much you are spending. To avoid this, there is the DCC (Dynamic Currency Conversion) technology that allows you to change your currency automatically during the payment process.


Payment form integrated in the website itself and with your brand

Building trust in the user is key to get him to become a customer, and during the payment process there is a critical moment, which is the manual entry of the card’s payment details (the most chosen payment method). Many gateways “take” the client from the hotel’s website to another website where they can complete the payment process, and this can be confusing and worrisome for users with less experience or who are more suspicious. And the truth is that it is a risk of customer loss that can be avoided simply by choosing a gateway that integrates the payment form within the hotel’s website and, ideally, that also allows it to be personalized with the brand’s logo.


Reminder emails to complete the payment process

Implementing a purchase process that includes the collection of basic customer data is very interesting for different reasons, one of them is to ensure contact information to be used in case the customer does not finish the payment process. In this case, if we have his e-mail address and his authorization to receive emails from our company, we may send him an email encouraging to finish the payment process and, if our payment gateway has a MoTo tool (Mail order Telephone order), in this email we can include a direct payment link so that the user can resume the payment process where they left off.


A memorable experience begins with the first contact

Once we have successfully got the customer and the hotel stay is over, the next step is to achieve their loyalty. We want that user to think about our hotel when they return to the city or when deciding where to go on vacation in the future. And achieving such loyalty implies having offered an optimal experience from the first contact to the check-out (or subsequent marketing emails), including the purchase process, of course.


A long, slow or low-trust purchase process may not be enough to discourage a user who, at a particular moment, needs a room quickly or has no other option to choose from. But without a doubt, it will be much more difficult for that customer to be loyal and repeat in the future. For this reason, it is extremely important to carefully review all the points that we have previously seen and make sure that we offer the client an optimal experience in the relationship with our hotel, including the payment gateway.



At PaynoPain we are experts in payment methods and we are helping many hotels to optimize their payment processes and improve their results with all the tools described in this article and many more. Find out without obligation about how we can also help your business through this form:


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    Tourism businesses can find in eCommerce an important ally for the revival of the sector

    • PaynoPain summarizes in 5 the keys to having a secure, fast and easy-to-use e-commerce, which is essential to ‘return to normality’ in the tourism sector. 
    • PaynoPain recommends offering multi-device payment experiences, in which the users can choose the way to make the transaction and the currency that best suits their needs, and feel total security and confidence when making the transaction.


    The coronavirus has altered the vacation plans of many this summer: only 32% of Spaniards who had made plans keep them intact after the pandemic, according to SocioMétrica. The fear of contagion and the gradual opening of borders slow down the return to normality of a sector that, if in 2019 it contributed 153.9 billion euros to the GDP of Spain’s economy, Exceltur’s forecasts are that this year its contribution  will barely exceed 70,700 million euros, the worst figure since 1999. Apart from the protection and hygiene measures, PaynoPain, a Spanish technology company specialized in the development of online payment tools, recommends that tourism operators opt for ecommerce as an ally to recover the figures prior to the pandemic.


    “Although it is true that travel agencies and operators are, within the tourism sector, the most advanced in the adoption and use of electronic commerce – proof of this is that they generated 16% of the 11,999 million euros that they invoiced e-commerce in Spain in the second quarter of 2019, according to the CNMC-, there is still room for improvement that can be vital for recovery, ”says Jordi Nebot, CEO and co-founder of PaynoPain.

    This way, PaynoPain recommends that those who have not yet started their journey in the online world, do it as soon as possible, since 72% of Spaniards already prefer to pay and book trips online, according to Cetelem data. The advice for those that already sell online,  is to check if their online sales systems include the following options:


    1. 100% safe. Overcoming the fear of being scammed is still the main obstacle for a website visitor to end up becoming a customer. The best formula to guarantee security to the user and give them confidence is to comply with all the PCI regulations, the also mandatory PSD2 with its corresponding 3D Secure authentications and add extra layers of security as an intelligent anti-fraud system.
    2. Multi platform. Currently, the computer is giving way to mobile devices such as smartphones and tablets when hiring and paying for vacations online, so it is important to have a multiplatform sales system. In this way, it will be possible to increase the conversion ratio and maximize sales opportunities.
    3. Cards tokenization. The debit or credit card continues to be the favourite means of payment for customers, so ensuring that the user’s sensitive data is safe from any possible fraudulent use is essential. The fact of having a payment gateway capable of tokenizing card payment data in a completely indecipherable code is the best guarantee, also for the service provider since, thanks to this technology, they can check security data before executing the reservation, for example, verifying if it has been stolen or has enough money, and minimize any scam attempt.
    4. Variety of online payment methods. It is important to consider a wide range of options so customers can find the one that best suits their needs or preferences. Thus, for example, it is interesting that the operator has a payment service that includes payment by link with 3D Secure and even IVR (Interactive Voice Response), to guarantee efficient and very secure remote charging to customers who prefer book by email and phone, respectively.
    5. Multicurrency and digital means of exchange. The Internet opens the business to the world. For this reason, it is important to have an automatic currency conversion system, which makes it easier for foreign customers to pay with their currency. With this, not only it is possible to optimize the conversion ratio but also to offer a better online booking and payment experience. It is also convenient to open up to the use of digital currencies or cryptocurrencies as a payment method.

    “Today it is no longer enough to be on the Internet. Businesses have to create safe, convenient and fast shopping experiences for the user. Offering dream destinations and vacations for a population eager to forget about the months of confinement and facilitate online booking and payment anytime, anywhere, regardless of device and method of payment, can be key for the recovering of the sector. That is why we create personalized shopping experiences with the business brand to build trust. In these times it is what the customer needs the most”, says Nebot.

    PaynoPain has a specific payment gateway service for the tourism sector, Paylands, which includes all the aforementioned benefits and, in addition, a fraud monitoring tool, which shields consumer information and the operations they carry out.

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    Trends in bookings and payment methods in the tourism sector

    Nowadays, speed and instantaneousness are protagonists in the course of daily life. With the irruption of new technologies, many of the behaviors that have been carried out have been modified. One of the clear examples is in the tourism sector, where booking and payment habits have completely changed in recent years.

    The popularization of OTAs has revolutionized the tourism sector. These online travel agencies have taken technology as an ally to offer lower prices, time savings and convenience when booking and paying online, they have even been a boost for small hotels.

    Travelers opt for online booking and payment from mobiles and computers

    According to the latest data issued by the Report from the Cetelem eCommerce Observatory, 72% of Spaniards prefer to pay for and book trips online. This data increases in the age range of 18 to 38 years, reaching 86% of the population. An age range that increasingly travels much more in search of adventure, therefore, the amount of income generated online by this group, can reach quite high numbers.

    It should also be borne in mind that, of the 72% of Spaniards who make reservations online, 47% do so using the computer and the remaining 25% use their smartphone, which means that it is important for hotels to have a multiplatform online sales system. But this does not only affect hotels, but also other companies in the tourism sector, since 46% of Spaniards contract or pay online for any vacation service or product.

    A payment gateway adapted to new consumption habits in the tourism sector

    Most of the payments made by tourists are made by debit or credit card, so it is essential to have a good payment gateway capable of tokenizing this sensitive customer data. Compliance with PSD2 regulations is no longer enough, the payment gateway must inspire confidence and security to the customer. In addition, the payment process must be quick and easy, since it is calculated that the average time spent by tourists to book a hotel at their destination does not reach just 5 minutes. Using a good payment technology is the way to make sure you don’t lose any customers during the payment process, a fairly common problem.

    But not only has there been an increase in online bookings and payments in hotels and companies in the tourism sector, reservations by phone and e-mail have also increased, so in such cases it will be important that the payment service also has a pay-per-link system with 3D Secure and even IVR (Interactive Voice Response), to achieve efficient and very secure remote collection.

    This change in habits in the way of booking and paying in hotels and companies in the tourism sector has also changed the way of traveling. Now, thanks to the speed of the internet and the power of smartphones, trips that arise unexpectedly without prior planning have become popular, reserving all services in a short time and online.

    Your hotel must provide a wide variety of online payment methods

    We also know that today 66% of Spaniards prefer to pay in advance for trips, since they thus space the expenses generated by the trip over time and do not bear them all at once when the vacation period arrives. Regarding the payment method, although the debit and credit card is still the star, the truth is that more and more travelers are opting for alternative payment methods such as cryptocurrencies. Covering a good range of different payment methods will always be a good idea, since the more options the customer finds, the more likely they are to choose us for their holidays. As well as having an automatic currency conversion system, to improve the comfort of foreign tourists who want to pay with another currency in their online booking and payment experience.

    At PaynoPain we work with the most advanced online payment technologies and our Paylands payment gateway has all the tools we have discussed and many more. The entire team at PaynoPain is very aware of the needs that our customers transfer to us and we strive every day to satisfy them.

    Would you like to improve the payment gateway of your hotel or tourist business to increase the number of reservations and online payments? Find out how to do it.

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