The Client
Holiday Inn Express & Suites Houston West – Katy is a three-star hotel just outside Houston along the I-10. With their convenient location and amenities, they are a high-traffic hotel that hosts a wide variety of guests, from frequent business travelers to transient guests and leisure visitors. They have a busy front desk who need to welcome and check guests in quickly, which is why efficient technology is essential.
We spoke with LaKisha Johnson, the hotel’s General Manager, about her experience using b4Checkin’s TransForm solution to streamline complicated check-ins.
The Challenge
Before implementing b4checkin, the hotel had to email forms back and forth, followed by manual entry for any letters of authorization needed at check-in. This process was time-consuming and inefficient, requiring staff to spend 10-15 minutes per guest, with the potential for delays, errors, and a frustrated guest who just wants to check into their room. Additionally, like many hotels, they were staying vigilant for potential chargebacks and fraudulent transactions. LaKisha and her team needed a solution that could streamline authorization processes, reduce chargebacks, and enhance guest satisfaction.
The Solution
b4checkin’s Transform solution provided a secure, digital method for handling credit card authorizations for card-not-present (CNP) transactions, as well as in scenarios in which the card authenticity was in question. Like most General Managers, LaKisha has a lot on her plate, and implementing a new solution was not top of mind. Once she saw how easy it was to train and use, she was convinced of the significant benefits Transform could offer.
Using TransForm to send secure payment links instead of handling manual paperwork, allows her team to reduce administrative burdens and improve overall efficiency.
“It makes guests happier,” she says. “They’ve just gotten in after a long day of travel, and the last thing they want to do is sit around and wait for paperwork to be signed off on. With TransForm we can get the entire process completed in under 2 minutes.”
The Results
Implementing b4checkin’s TransForm solution has led to several key improvements:
- Time Savings: Processing a CNP authorization takes as little as two minutes instead of 10–15, allowing staff to focus on guest service rather than paperwork.
- Reduction in Chargebacks: The hotel has seen a decrease in chargebacks, as the secure payment link acts as a fraud deterrent for front desk transactions.
- Enhanced Guest Experience: The digital authorization process reduces guest frustration, creating a more seamless check-in experience.
- Operational Efficiency: Staff no longer need to manually process multiple letters of authorization per shift, freeing up valuable time for other tasks.
Overall, b4checkin’s TransForm has provided the Holiday Inn Express & Suites Houston West – Katy with a streamlined, secure, and guest-friendly approach to handling payments and authorizations.
When asked if she would recommend TransForm to other General Managers in her position, LaKisha says she already has!
“Using the system is easy,” she says. “And it gives the hotel and the public an added layer of protection, with this secure payment method that guests can do on their own time and on their own device.”
Learn more about TransForm and how it can help your hotel streamline pre-arrival authorizations. Get a demo today!
