With Stayntouch Pay, the Danish hotel operator lowered credit card fees, streamlined reconciliation, reduced manual work, and gained a payment partner its team can rely on around the clock.
For hotels, payments are not simply a back-office function. They are a critical part of daily operations. When something goes wrong, hotel teams need to know exactly who to call and trust that the issue will be resolved quickly.
That was becoming increasingly difficult for K/S Atlantic Hotels and its broader hotel operation. Across four individual hotels in Denmark, encompassing 457 rooms as well as restaurants and meeting facilities, the team was managing payments through multiple providers and third-party platforms.
The result was a payment environment that was more complicated than it needed to be.
When the existing payment setup worked, there were few concerns. The problems became clear when something went wrong.
With multiple providers involved, determining who was responsible for resolving an issue could be difficult. Support requests often meant filling out forms, contacting different parties, and waiting through lengthy back-and-forth communication.
For a hotel operation running 24 hours a day, that uncertainty created real operational risk.
“Payments are business critical. Being left without a clear point of contact when something goes wrong simply doesn’t work for the way we operate.”
Lotte Morre, COO, K/S Atlantic Hotels
At the same time, credit card fees continued to increase without delivering additional value. The team began looking for an alternative that could improve both the commercial and operational sides of payments.
They wanted lower fees, but they also wanted something equally important: a payment partner they could trust.
K/S Atlantic Hotels had already worked with Stayntouch for many years, so Stayntouch Pay quickly stood out as a natural option.
Its native connection with Stayntouch PMS would allow payments to become part of the same operational environment hotel teams were already using, while removing much of the complexity associated with multiple providers.
The combination of lower credit card fees, integrated payments, and an existing relationship with Stayntouch ultimately made the decision straightforward.
“The integration with Stayntouch PMS made Stayntouch Pay a very natural choice. The combination of the integration, lower credit card fees, and Stayntouch’s support made the choice easy. I can honestly say we could not have chosen a better partner.”
Lotte Morre, COO, K/S Atlantic Hotels
Because hotel teams were already familiar with Stayntouch PMS, Stayntouch Pay quickly became part of their everyday workflow.
According to Morre, the transition from the previous provider was smoother than the team anticipated, continuing the positive implementation experience they had come to expect from Stayntouch.
Rather than introducing another disconnected system for employees to learn and manage, payments became more closely integrated into the technology they were already using.
That simplicity extends beyond front-line operations.
The accounting team can access the Stayntouch Pay portal directly to find the information it needs for refunds, reporting, statistics, and reconciliation. With information available in one place and less manual work required, payment administration has become considerably more efficient.
Since moving to Stayntouch Pay, K/S Atlantic Hotels has achieved one of its original objectives: reducing credit card fees.
But Morre says the operational impact has been just as meaningful.
Payment handling and reconciliation are simpler. Integration with Stayntouch PMS has reduced manual processes. Staff spend fewer hours managing payments and searching for information. And when the team does need assistance, there is no confusion about who owns the issue.
Perhaps most notably, after more than three years using Stayntouch Pay, Morre says the hotels have yet to experience payment downtime.
For K/S Atlantic Hotels, the value of Stayntouch Pay ultimately goes beyond processing transactions.
It has given the hotel operation a simpler payment environment, lower costs, less administrative work, and confidence that support is there when the team needs it.
“Stayntouch Pay has given us exactly what we were looking for: a simpler and more cost-effective payment solution backed by incredibly responsive support. It has been one of the best operational decisions we have made.”
Lotte Morre, COO, K/S Atlantic Hotels
See how Stayntouch’s Cloud PMS, Guest Mobility, and Guest Kiosk solutions deliver better results for hotels through better front & back of house communication, increased mobile touch-points, more revenue and operational efficiency, and unlimited interfaces.
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Manage and Set Tasks Across Your Departments
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