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Swire Hotels partners with Adyen to optimize guest experience

Author: Vicky Karantzavelou / Date: Thu, 09/22/2022 - 07:45

Adyen enables more payment options, payments tokenization and unified commerce to support Swire Hotels’ hospitality experiences.

HONG KONG – Adyen, the financial technology platform of choice for leading companies, announces that it has become the payments partner of Swire Hotels, the hospitality group with two brands including The House Collective and EAST, to enhance payments and optimize the guest experience for the hotelier’s properties in Hong Kong.

Adyen’s solutions have enabled more payment options, payments tokenization and unified commerce, offering flexibility and security to the hotels’ payment processes, in tandem with the best-in-class guest experience the hotels provide. 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.

“Working with Adyen has helped us 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 Dean Winter, Managing Director at Swire Hotels. “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.”

Kai Tang, Head of Hong Kong at Adyen, added, “We are honoured to be the preferred payments partner of one of Hong Kong’s most renowned hospitality groups. It is exciting to see that Swire Hotels shares our vision and recognizes the true value of unified commerce in payments as well as the power of data in enriching the guest experience. At Adyen, we are always committed to enabling businesses to provide an easier, faster and more customer-centric payments journey.”

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

Furthermore, the insights from the payments data are invaluable in helping Swire Hotels make informed business decisions and foster growth. Having an extensive, 24/7 and easy-to-read dataset means 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. The insights are also vital to shaping Swire Hotels’ future developments and campaigns, including customized experience offerings and promotions.

Adyen’s solutions have now been implemented in the accommodation services in EAST Hong Kong, EAST Residence, The Upper House and Pacific Place Apartments. They will also be rolled out in the hotels’ online shop by the end of the year.


Vicky Karantzavelou

Co-Founder & Chief Editor

Vicky is the co-founder of TravelDailyNews Media Network where she is the Editor-in Chief. She is also responsible for the daily operation and the financial policy. She holds a Bachelor's degree in Tourism Business Administration from the Technical University of Athens and a Master in Business Administration (MBA) from the University of Wales. She has many years of both academic and industrial experience within the travel industry. She has written/edited numerous articles in various tourism magazines.