RMS | Sydney Lodges case study

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Sydney Lodges stamps out disputes, reduces staff pressure and improves guest check-ins

Seamless check-in

with guests managing bookings online, easing the staff workload

10 hours saved

per week by automating check-ins and payments, redirected to guest services

Cut out disputes

by letting guests pay online, securely and easily

Executive summary

Sydney Lodges, a boutique hospitality group with three properties in Sydney, Australia, partnered with RMS to streamline operations and elevate the guest experience. Facing challenges with manual check-ins, payment disputes, and limited staff capacity, the team implemented RMS Guest Portal, RMS Pay, and Goki Smart Locks. These solutions enabled online pre-check-ins, secure guest-initiated payments, and mobile access, saving over 10 hours per week in staff time.

The transformation led to reduced operational pressure, eliminated chargeback disputes, and a smoother, more flexible experience for both guests and staff—allowing management to operate remotely with confidence.

Challenges

Smarter check-ins

The team was looking for a way to streamline their check-in process and deliver a smoother, more modern guest experience.

More control over payment

Transforming payments was part of the process, particularly around the flexibility of transactions and handling disputes.

Too little time, too few hands

As a small team, Sydney Lodges was looking to save time wherever possible, and they needed a user-friendly payment gateway to implement quickly.

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Solutions

RMS's Guest Portal and Payment Gateway, and the integration with Goki Smart Locks was the ideal solution for Sydney Lodges and their guests.

Online Check-ins

Online pre-check-ins through the RMS Guest Portal give guests more control over their bookings and payments while freeing up staff time.

Pay by Link

With RMS Pay, the team enabled secure, guest-initiated transactions like Pay By Link - cutting down on admin and reducing the risk of disputes.

Smart Access

With Goki Smart Locks integrated into RMS, guests receive a DoorCode directly to their phone, making arrivals and departures smooth, secure, and fully self-service.

Results

With the addition of the RMS Guest Portal, RMS Pay, and Goki Smart Locks, Sydney Lodges has made life easier for both guests and staff. Online check-ins and secure payment links have:

Cut down on time and hassle,
Eliminated payment disputes and fraud.

General Manager Marousa Polias even managed to run things smoothly while on holiday! These changes have helped Sydney Lodges save money, work smarter, and focus on what really matters, making guests happy.

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10 hours

Saved per week

Zero

Dispute