Automating payments through hotel kiosks has become a key solution for improving efficiency and reducing human errors. However, many hoteliers are still unsure about the best payment options to implement.
In this blog, we’ll explore how hotel kiosk payment systems work and whether pre-authorization is a feature worth considering.
Question #1: Can most hotel kiosks in Malaysia automate payments?
Answer:
Yes, most hotel kiosks in Malaysia can automate payments by integrating the payment terminal with the Property Management System (PMS) and key encoder. This setup allows the kiosk to manage the entire process, from looking up reservations/ handling walk-ins, to collecting payments, issuing keycards, and managing check-outs.
Question #2: Why is there upfront payment on the payment terminal?
Answer:
- Terminal is provided by a third-party payment gateway: The vendor handles the application process until you receive the terminal. The fee covers the entire rental period, with no additional annual renewal fees.
- Integration Fee: This fee includes connecting the terminal with hotel kiosk, PMS and key encoder.
- Website Integration: If your hotel’s website also uses the same payment gateway, consider negotiating lower transaction fees by using the same vendor for both your site and kiosk.
Question #3: Can the existing payment terminal from the bank be installed into a hotel kiosk?
Answer:
SDK provided by the bank is subject to their discretion. If the SDK is provided, the integration process will take around 1.5 months, and additional costs will be incurred. Hence, best to link the hotel kiosk with a third-party payment gateway.
Question #4: How does a cashless kiosk collect payment and refund deposits?
Answer:
- Payment Methods: Cashless kiosks accept payments via credit cards, debit cards, and e-wallets.
- Deposit Handling: These kiosks are suitable for hotels that do not collect deposits or prefer to inspect rooms before refunding deposits. Deposits can be refunded via bank transfer for local guests or in cash for foreigner guests
Question #5: How does a hybrid kiosk collect payment and refund deposits?
Answer:
- Payment Methods: Hybrid kiosks accept both cash and card payments. Regardless of how guests pay, deposits are refunded in cash.
- Immediate Cash Refund: This traditional method ensures guests receive their deposit refund immediately, reducing complications and avoiding delays.
Question #6: Do hotel kiosk in Malaysia support the pre-authorization for deposits?
Answer:
-
Yes, hotel kiosks can use pre-authorization to hold a fixed amount on a guest’s credit card for a deposit. However, there are some limitations to consider:
- Unavailable for e-wallets and some debit cards: Pre-authorization doesn’t work with e-wallets or certain debit cards.
- Deposit Refund Times: Refund times can vary depending on the bank, taking anywhere from 7 to 21 days, which could frustrate guests and increase your handling time.
- Charges: Each pre-authorization costs RM0.50.
- Justification for Deductions: If you need to deduct from the pre-authorized amount, you must provide valid reasons and proof. Disputes from guests could even result in terminal deactivation.
Conclusion
Implementing automated payment kiosks in your hotel can significantly enhance operational efficiency and guest satisfaction. By carefully navigating the payment options and understanding the benefits and limitations of pre-authorization, you can choose the best solution for your property.
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