Seramar Hotels
ePayments
March 31, 2025
About SERAMAR HOTELS
Mallorcan family-run vacation chain composed of two 4 and 3-star hotels located, one on the beachfront in Palmanova and the other located in Bahia de Palma / El Arenal, one of the best known leisure areas in Mallorca.
The challenge
The Seramar Hotels team wanted to promote their semi-flexible rate with a partial payment before arrival and, according to a lead time, charge the rest at the hotel. At the same time, they wanted to ensure the collection of the flexible rate penalty before arrival to guarantee its payment.
They also needed a solution with more payment options and flexibility to be more competitive against other distribution channels that already offer them.
Finding a solution that would allow them to improve all collection processes, automating them and reducing the manual workload, was also a necessity to reduce administrative costs.
The solution
ePayments Manager, as a solution to automate and split payments, validates guests' credit cards at the time of purchase and automatically charges the reservation amount according to their cancellation policy.
With ePayments Manager, Seramar Hotels has been able to split the charges for the semi-flexible rate into three installments (2 before arrival and a third with the remaining amount at the hotel) according to rules defined in the system and according to the advance booking period.
Additionally, with the tool, they can charge the 1-night penalty for the flexible rate 3 days before arrival, which is when cancellation fees apply. If the reservation is made less than 3 days in advance, 1 night is automatically charged at the time of booking.
The results
100% of reservations with payment through the POS, validating and tokenizing the cards, with full or partial payment before arrival. This has generated the following for Seramar Hotels:
- Greater cash flow with the sale of advance booking rates
- Automation of penalty collection processes
- Reduction of manual management
- Fraud Reduction and Chargebacks or Payment Returns.
+37% Increase in sales of the Semi Flexible rate
-19% Decrease in sales of the Flexible rate
+23% of Conversions compared to the previous year
With the implementation of the ePayment Manager tool, in addition to being able to tokenize all transactions, we have been able to carry out our strategy of a new rate structure that consists of the flexibility of scheduled deferred payments, facilitating conversions with a longer lead time for the season.
At an operational level, as scheduled collections are automated according to the rules created, there is no need to manually manage collections through the gateway.
We have increased conversion by +23% vs. last year's same sales date in just a short period of 5 months. In addition, we are managing to guarantee reservations not only with prepayments and scheduled payments, but we also have the guarantee of being able to automatically apply the cancellation fees for flexible rates.
On the other hand, we have managed to emulate the payment methods of other agencies or tour operators that allow their clients alternative payment methods."
