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Fast-tracking guest check-ins and achieving zero chargebacks with RMS PAY

Zero Disputes: No chargebacks since implementation, saving time and money.

Fewer mistakes: Eliminated human error by automating manual processes.

Improved Efficiency: 70 guest arrivals processed in under 5 minutes.

The challenges

Quest Penrith needed a way to fix the bottlenecks at check-in, replacing manual processes with automation. Managing payments was another hurdle, particularly around complicated chargebacks and disputes. Finally, as a fast-growing hotel, being able to onboard new staff quickly is essential—and they needed a user-friendly property management solution that anyone could pick up.

Before the grand unveiling of RMS PAY, our manual payment process felt like a cumbersome anchor, dragging on our daily rhythm with its time-consuming nature.

RAVI SATYAVOLU, FRANCHISEE & GENERAL MANAGER, QUEST PENRITH

RMS Cloud offers RMS Pay solutions to Quest Penrith

The Solutions

RMS Cloud and RMS PAY delivered the ideal solution, combining the right mix of technology, including a cloud-based PMS, integrated partners, and operational tools to elevate Quest Penrith’s guest satisfaction.

Speedy payments

Quest's reception team have shaved hours off their arrivals and payments, processing 70 bookings a day in under 5 minutes. They've given greater control of bookings and payments to their guests, with the online guest portal and mobile Pay By Links. The outcome? Faster, smoother check-ins for both guests and staff.

Air-tight security

Quest Penrith is dispute-free and PCI-compliant thanks to new best practice and RMS PAY. By providing guest-initiated payments and uplifting communications through the guest portal, every transaction is safe from fraudulent activity.

Quick and easy training

Fancy joining the team at Quest Penrith? RMS is so user-friendly, they can train you up in a day. By bringing bookings, operations and payments all into one place, a few simple clicks is all this team needs to get the job done, leaving more time to focus on their guest service.

Improving guest experience at Quest Penrith

The Results

Implementing RMS with RMS PAY has significantly improved operational efficiency at Quest Penrith, to the point at which they're processing 70 guest arrivals in under 5 minutes. By automating manual processes, they have effectively eliminated human error, leading to a flawless record with 0 chargebacks since the system's introduction. Additionally, the user-friendly design allows new hires, even those without prior hotel experience, to quickly learn and navigate the RMS, ensuring a smooth onboarding process and enhancing overall service quality.

Since starting RMS PAY, we've had 0 disputes. We send links to the guests, either through emails or SMS, and at the point when they're updating their credit card information they take the liability. We haven't had a charge back ever since Feb 2023.

RAVI SATYAVOLU, FRANCHISEE & GENERAL MANAGER, QUEST PENRITH

With RMS PAY’s simple and brilliant enhancement to our day-to-day operations, it has enabled us to put our full focus on the stars of the show – our amazing guests and their fantastic experiences.

Ravi Satyavolu Franchisee & General Manager, Quest Penrith

Read our full interview here

Transcript

Quest Penrith is a 115 room property. We have a combination of studios, one and two bedrooms. We have a team of 32 working with us. We predominantly have corporate guests, but a lot of leisure guests as well. We are always looking at how to improve the guest services at the hotel. We've always believed in investing in technology.

Technology should make your life easier. RMS Enterprise and RMS PAY has immensely helped our team. It is so user friendly and it eliminates a lot of human error.

The check-in experience before RMS PAY, I would say on average would take about maybe five minutes. So, we came up with iPads to do digital check-ins. Now with RMS PAY, we can do 70 arrival payments in about 5 minutes instead of 3 hours. It's much easier for the team members to deal with the day when they have busy arrivals.

They simply sign the iPad, show us the ID, it tells us the card is on file and we do the pre-authorization, and all we get is the key cards and off it goes. Instead of it being all administrative work and an awkward silence, now it’s “How was your day?”

We get to know more about our leads for corporate guests. We get to know where our leisure guests are going. And this is also our opportunity to upsell. If a team member can concentrate more on guest services and less on manual work, isn’t that what the hospitality service industry is about?

On average, we used to get 1 or 2 credit card disputes every month. We used to win sometimes, we used to lose money sometimes. Since starting RMS PAY, we've had 0 disputes. We send links to the guests, either through emails or SMS, and at the point when they're updating their credit card information they take the liability. We haven't had a charge back ever since Feb 2023.

RMS and RMS PAY in general is super-duper easy to use. We've actually had an experience where we hired a new front office staff member, no hotel background whatsoever. We taught him RMS within a day. It's so user-friendly, it's all there. One, you're getting rid of paperwork. Two, again, everything is electronic and it's safe and secure and it's PCI compliant.

It's a no brainer that it is the way to go.

Watch our full story here: