Raffles Hotel Singapore introduces Adyen payment solution

November 30, 2020

Raffles Hotel Singapore has appointed leading global payments platform Adyen as its preferred payments partner.

The move by the iconic property will see it offer guests seamless and hassle-free payment options powered by a unified commerce offering, providing simpler, faster and more customer-centric payment experiences across all sales channel touchpoints, from online to offline, including suite reservations, dining in its restaurants and bars as well as at Raffles Spa and Raffles Boutique.

Welcoming the new technology, Raffles Hotel Singapore Hotel Manager, Chadi Chemaly advised “delivering bespoke and sincere service is always at the core of our legendary Raffles experiences that guests have come to love and appreciate. We believe that the guest journey with Raffles Hotel Singapore needs to be seamless from the start to the end and payment processes are key to achieving this.

“With innovative and flexible solutions, Adyen stood out to us as a preferred strategic partner to meet our vision. Collaborating with Adyen has successfully allowed us to deliver a promise that is secure and contactless while enhancing our offerings as a lifestyle destination where guests can stay, dine, shop, celebrate and relax as they create treasured memories, without interruptions.”

Warren Hayashi, Ayden’s President - Asia Pacific, Adyen added "we are honoured to be chosen as the preferred payments partner to Raffles Hotel Singapore, and to support the property in meeting its vision of creating extraordinary experiences for its hotel guests. With our rich data and advanced technological capabilities, we are committed to providing the right insights to hotel partners, so they can drive smarter engagement, while focusing on the softer touches, as part of their recovery strategy.”

A new era in hotel guest experiences
Through this partnership with Adyen, Raffles Hotel Singapore is one of the first hotels in the broader APAC region, to offer a truly contactless check-in and check-out with tokenised payments.

With the implementation of Adyen’s payment solutions, Raffles Hotel Singapore can now securely capture a guest’s card details, encrypt the data, and replace it with a secure token ensuring faster hassle-free checkout experiences later. The implementation of this technology reaffirms the iconic property's commitment to being at the forefront of innovation to deliver a guest experience that is seamless and holistic, allowing guests to enjoy hassle-free curated experiences.

While the COVID-19 pandemic has raised concerns around hygiene and safety, Raffles Hotel Singapore has always been committed to upholding the highest standards and delivering modern hospitality experiences to its guests.

Prior to its reopening in August 2019, Raffles Hotel Singapore was already planning to implement contactless check-in/check-out which finally came into fruition in July 2020.

Contactless check-in/check-out means guests can register and check-in prior to arrival, and check-out via the web, on their mobile devices using a QR code, through a phone call, or via a mobile payment terminal brought to their room. The ability for guests to check-out and pay securely via a phone call is a first-of-its-kind offering for the hotel and provides a new channel touchpoint with hotel guests. Prior to leaving the property, without needing to visit the front desk or make payments, hotel guests will receive the option to check-out via a phone call, through which they can go through payment-related processes, ultimately minimising face-to-face interactions for payment matters.

To date, the hotel has seen a 90% take-up rate for this check-out option.

Through Adyen’s technical solution, which supports a large variety of currencies and payment methods, Raffles Hotel Singapore will now be able to offer hotel guests and customers options to choose their preferred payment methods. The hotel will now be able to accept all major credit cards, as well as Alipay, Apple Pay, Google Pay, Samsung Pay, UnionPay and WeChat Pay.

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