Applies to:          Stayntouch PMS          

Stayntouch Pay FAQs

MARKETS SUPPORTED

Stayntouch Pay supports customers located in Europe*, United States, Canada, Australia, New Zealand (EFTPOS not supported) and Singapore.

*Europe = Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Liechtenstein, Luxembourg, Lithuania, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom.

PAYOUT STRUCTURE

The payout structure for all merchant accounts on Stayntouch Pay adhere to a transaction + 2 business day schedule. This means 2 business days after the transaction has been processed, funds will be paid out.

Please note that the costs of the transactions will be deducted from each batch of payouts.

Please find an overview of when payouts will occur below.

ITEMS TO NOTE:

1. Users cannot capture on authorization via the Essentials portal. It is only possible to cancel a payment.
2. During account creation, the customer needs to specify they want the payout batch setting enabled.

PRICING

• Available Payment Types:
  • PayByLink
  • Direct Payments
  • PayPal
  • AliPay
  • Apple Pay
  • Google Pay
  • Samsung Pay
• EMV Terminal Specifications:
  • For model and connection type, please refer to this link.
• EMV Terminal Offer:
  • One time purchase. Please refer to this link for pricing.
• Fees: 
  • Non-EWR Transactions: No applied fees.
  • Non-Secure Transaction (If 3D Secure isn’t used): 3D Secure will be charged per transaction whenever this is used.
  • Late Transaction (Normally for all transactions purchased but delivered later than 48 hours): No fee per transaction.
  • Authorization: Just the processing fee is charged.
    • Pre-Authorization
    • Integrity
    • Final Authorization
  • Disagio E-Commerce & Disagio Card Present: Disagio is the same for eCommerce and POS.
  • Payment Request Fee: The transaction fee is based on any payment or refund that you process.
  • Risk Service Fee: A fee charged when a transaction is screened for fraud. This applies to card-not-present transactions, such as online bookings, phone reservations, and OTA bookings, where the card is not physically swiped or tapped at the front desk.
  • Authentication Service Fee: A fee charged when a transaction requires identity verification (known as 3D Secure). This only applies when a guest is actively completing payment themselves online, such as through Stayntouch IBE or a Stayntouch payment link, where the card scheme or regulation requires the cardholder to verify their identity before the payment is completed. It does not apply to reservations booked over the phone or through an OTA. 3D Secure is most commonly triggered by European-issued cards, where regulations strictly require it, but is expanding to cards issued in other regions like Canada.
  • Direct Currency Conversion (DCC)
    • Does Stayntouch Pay support business for both DCC (Direct Currency Conversion) and non-DCC cards?
      • Yes
    • What is the percent kickback for DCC (Direct Currency Conversion) transactions? 
      • None
    • Difference for customers, business versus individual?
      • None
  • Can hotels access the Adyen API endpoint, since they have some proprietary systems? 
    • Not via Stayntouch Pay. You will need to use Adyen directly.
• PayByLink:
  • Which customers will receive the payment link? 
    • The payment link will go on every confirmation email for guests that haven’t paid a deposit
  • What type of process is there in terms of strong authentication when guests use the payment link? Are Virtual Credit Cards (VCC) exempted from this? 
    • Payments via our IBE and payment links have strong customer authentication, when 3DS applies (for both hotels and guests from the European Economic Area (EEA)). Mail Order/Telephone Order, Merchant Initiated Transactions (top-ups, etc.), and B2B (including VCCs) are exempted.
  • Can hotels also create QR codes? 
    • No, this is a future development.
  • Do guests get a receipt when they pay via payment link? 
    • Yes, via email.
  • What will the follow-up on payment links look like? How will you be able to follow up on who paid and who didn’t? Will hotels be notified of payment failures?
    • Payment failures will not be reported. Only successful payments will show on the Bill & Charges screen.
  • Do you have a full flow from start to finish? From receiving the link to confirming payment/receipt? We want to see the URL and see whether there are authenticity marks, since guests are concerned with fraudulent websites.
    • The email with the link is up to the hotel. When a guest clicks the link, we show as much information as possible, so the guest is sure they pay the hotel. See example below.

For all pricing questions, please contact sales@stayntouch.com or your Stayntouch Sales Executive.

Here are further details on your Stayntouch Pay Essentials Portal, your onboarding process, and Stayntouch Pay invoicing.

For further information about Know Your Customer and the Onboarding Assessment Form, please see this article.