logo
Book a demo

Reduced disputes, smarter payments and no more night audit for Quest Collingwood with RMS Pay

Quest_PrimaryLogo_INS 1

100%

Night audit automated

93%

Drop in disputes (from 1/week to 3 in 10 months)

1-click

Pre-authorisation release

Executive summary

Quest Collingwood, a modern serviced apartment hotel located in Melbourne, is led by General Manager Stephanie Robertson and Business Development Manager Kane Robertson. As a tech-forward team, they adopted RMS Pay to modernize their payment operations.

With secure payment links, automated night audits, and native integration with RMS, the team has reduced fraud-related disputes, improved PCI compliance, and simplified workflows. RMS Pay has also made it easier for corporate clients to pay before arrival and for staff to manage pre-auth releases for leisure guests—all from one platform.

There was really no way to secure a card payment previously without doing it over the phone, or doing something manual like sending a form, and the security around those processes is questionable. Now I just send out a payment link and it eliminates those problems.

Stephanie Robertson, General Manager, Quest Collingwood

Challenges

Manual and insecure payment processes
Quest Collingwood previously relied on phone calls and manual forms to collect payments, which raised concerns around security and PCI compliance.

Frequent disputes and fraud risk
Without a secure payment method, the team faced regular disputes and had limited tools to identify potentially fraudulent bookings.

Limited integration and manual workflows
Past payment gateways lacked integration with their PMS, making tasks like releasing pre-authorizations slow and cumbersome.

Quest Collingwood Appart
Quest Collingwood Entrance

Solutions

RMS Pay has transformed how Quest Collingwood handles payments—making transactions faster, more secure, and easier for both staff and guests.

RMS Pay with secure payment links
Guests now receive SMS or email links to complete payments securely, removing the need for manual forms or phone calls.

Corporate-friendly payment workflows
Corporate clients can now pay for rooms using a secure link with their corporate card—no paperwork, no back-and-forth. Everything’s sorted before arrival.

Integrated pre-auth release
For leisure guests, Quest can release pre-auth holds and bonds directly in RMS—no forms, no bank follow-ups. With RMS Pay, it’s a one-touch release, fully integrated with RMS’s PMS.

Automated night audit
The night audit process is now streamlined and paper-free, saving time and improving accuracy.

I’ve used payment gateways before, and in terms of innovation, RMS Pay is miles above the rest.

Stephanie Robertson, General Manager, Quest Collingwood

Results

Since adopting RMS Pay, Quest Collingwood has seen major improvements in efficiency, compliance, and guest experience:

  • Disputes reduced
    From one per week to just three in 10 months

  • Night audit eliminated
    The process is now automated and paper-free

  • Improved PCI compliance
    Secure, guest-initiated payments via SMS and email links

  • Faster corporate bookings
    No more manual forms—just a quick payment link

  • Better fraud prevention
    Payment links help flag risky bookings before arrival

Quest Collingwood Room

93%

Drop in disputes (from 1/week to 3 in 10 months)

100%

Night audit automated

1-click

Pre-auth release 

Most people I talk to about RMS Pay are fascinated with the reduction in disputes, pre-auth releases and PCI compliance, and it handles all of those things expertly.

Stephanie Robertson, General Manager, Quest Collingwood

Quest Collingwood Seating Area