Vintry & Mercer Hotel Case Study

The Challenge

Like many high-end hotels, Vintry & Mercer relied on manual processes to manage deposits and prepayments.

This created several operational and commercial challenges:

• PCI compliance exposure
  Handling card data placed staff and systems within scope, increasing risk and administrative burden
• Time-consuming manual workflows
  Payments had to be processed and assigned to folios manually, taking time away from guest service
• Reconciliation delays and errors
  Manual entry increased the likelihood of incorrect allocation or delayed reporting
• Impact on guest experience
  Outdated payment journeys created friction before arrival, affecting first impressions

The hotel needed a solution that would improve efficiency without disrupting existing systems or guest expectations.

The Solution

Vintry & Mercer implemented the SOTpay payment platform with full integration into Oracle OPERA PMS.

This introduced a structured, secure payment process that removed manual handling and aligned with the hotel’s operational flow.

Key elements of the solution:

• Secure Pay-by-Link payments
  Guests receive branded payment requests via email or SMS and complete transactions on their own device
• Automated OPERA integration
  Payments are posted directly to the correct folio in real time, removing the need for manual reconciliation
• Reduced PCI scope
  Card data is not handled by staff, significantly lowering compliance exposure
• Consistent payment experience
  The payment journey reflects the hotel’s premium positioning and avoids unnecessary friction

The Results

Following implementation, Vintry & Mercer saw measurable improvements across operations and guest experience:

• Stronger security and compliance
  Reduced PCI scope and improved protection of sensitive payment data
• Increased operational efficiency
  Manual processes removed, saving staff time and reducing administrative workload
• Improved accuracy
  Automated posting eliminated reconciliation errors and delays
• Faster guest check-in
  Payments completed in advance reduced queues and improved arrival experience
• More time for guest service
  Staff were able to focus on delivering a personalised experience rather than processing transactions

Why It Matters for Hotels

Hotels often already have the demand. The issue is converting that demand efficiently and securely.

With SOTpay integrated into OPERA, payments become part of a structured, automated workflow rather than a manual task.

This supports:

• better cash flow
• improved guest experience
• reduced operational pressure
• stronger compliance

Client Feedback

“At Vintry & Mercer, merging digital convenience with genuine service is at the heart of what we do. SOTpay has enabled us to welcome guests with a process that’s secure, seamless, and perfectly aligned with our brand. Our team now spends less time on admin and more time delivering the exceptional hospitality our guests expect.”
— Joseph Delaney, Group Manager

Explore More

• Payment Platform
• Payment Automation
• Hospitality Payment Solutions
• Oracle OPERA Integration

Want to see how SOTpay can support your hotel operations?

Book a demo and explore how secure, automated payments can improve efficiency, reduce risk and enhance guest experience.