Luxury hospitality is built on detail. From the design of the lobby to the warmth of a welcome, everything contributes to how a guest perceives the brand. But one area too often overlooked is the payment journey. Manual card-not-present transactions, unbranded requests, and clunky reconciliation processes are still common in hotels across the UK — and they undermine both operational efficiency and the luxury guest experience.
SOTpay, Gala Technology’s award-winning payment solution, changes that. Fully integrated with Oracle OPERA and OPERA Cloud PMS, SOTpay provides a secure, branded, and automated way for hotels to collect payments. Whether it’s deposits, pre-arrival balances, or event bookings, SOTpay reduces PCI scope, eliminates fraud-related chargebacks, and frees staff to focus on what really matters: delivering exceptional service.
The hidden challenges of hotel payments
Behind the polished guest experience, payment workflows often expose inefficiencies and risks:
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PCI compliance scope – when staff handle or store card data, hotels shoulder heavy compliance costs and risk exposure.
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Chargeback liability – card-not-present fraud leaves hotels vulnerable, particularly with late or international bookings.
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Reconciliation overhead – manually assigning payments to folios wastes staff hours and increases the chance of error.
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Guest perception – generic, unbranded payment emails can appear like phishing, eroding trust before a guest even arrives.
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Lost revenue – abandoned bookings or failed transfers caused by poor payment processes directly impact occupancy and profitability.
For General Managers and Financial Directors alike, the message is clear: outdated systems are not just an operational nuisance; they are a direct threat to revenue and reputation.
What today’s guests expect
Travellers are increasingly tech-savvy and impatient with inefficiency. Research shows that 73% prefer hotels offering self-service technology, while 39% expect a fully contactless check-in. With 81% of guests reading reviews before booking — and 72% choosing higher-rated hotels even if the price is higher — seamless digital experiences are no longer optional.
Guests want:
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Branded, secure payment requests they can trust.
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The ability to pay instantly on their own device.
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Familiar options such as Apple Pay, Google Pay, or bank transfers.
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A smooth, queue-free check-in that sets the right tone for their stay.
Any delay, security concern, or unprofessional step in this journey risks undermining even the finest hotel experience.
How SOTpay integrates with Oracle OPERA
The true power of SOTpay lies in its integration with Oracle OPERA/OPERA Cloud PMS, which transforms fragmented workflows into a seamless loop:
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A payment request is generated directly from OPERA.
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The guest receives a secure, branded link via email, SMS, WhatsApp, or live chat.
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The guest completes the payment on their device.
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The transaction posts automatically to the correct folio in OPERA.
This integration means staff never handle sensitive card details, reconciliation is automated, and payment status is visible in real time within the PMS. It’s a closed loop that delivers accuracy, efficiency, and compliance — without disrupting existing workflows.
Four pillars of value for hotels
1. Security and compliance
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Removes sensitive card data from hotel systems, reducing PCI DSS scope.
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Applies cardholder authentication and 3-D Secure, shifting liability for fraud-related chargebacks to the issuer.
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Provides Open Banking options for high-value transactions, eliminating card limits and reducing costs.
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Ensures compliance with GDPR, UK Data Protection Act, and other privacy regulations.
2. Operational efficiency
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Automatic folio posting within OPERA eliminates manual reconciliation.
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Real-time visibility allows reservations and finance teams to confirm payments instantly.
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Standardised processes reduce training and remove local workarounds.
3. Guest experience
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Branded, mobile-friendly links create a professional first impression.
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Pre-arrival settlement speeds up check-in and reduces queues.
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Digital wallets improve convenience and reduce booking abandonment.
4. Flexibility
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Multi-channel requests meet guests on their preferred platform.
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Supports card, bank, and wallet payments in one system.
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Handles complex use cases such as staged event payments, incidentals, and ancillaries.
Where the benefits show up
Hotels that adopt SOTpay with OPERA see measurable improvements across the business:
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Reduced costs – lower acquiring fees on authenticated transactions; bank payments cut costs further for high-value events.
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Zero fraud-related chargebacks – liability shifts away from the hotel, protecting margin.
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Time savings – hours of manual posting and reconciliation are eliminated each week.
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Improved conversion – faster, branded flows reduce abandoned bookings and increase upsell uptake.
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Cleaner audits – detailed records within OPERA simplify reporting and compliance.
Case studies from leading hotels
Several leading properties have already demonstrated the impact of SOTpay.
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Vintry & Mercer Hotel, London – By integrating SOTpay with Opera PMS and Worldpay acquiring, the boutique luxury property eliminated manual reconciliation, reduced PCI scope, and freed reception staff to deliver more personalised service. As Group Manager Joseph Delaney explains: “SOTpay has enabled us to welcome guests with a process that’s secure, seamless, and perfectly aligned with our brand.”
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The Ampersand Hotel, South Kensington – Faced with rising chargebacks and admin overheads, the five-star hotel adopted SOTpay to streamline payments. The results included reduced transaction fees, automated posting into OPERA PMS, and complete protection against fraud-related chargebacks. A spokesperson described it as “an essential tool that enhances security, efficiency, and the overall luxury guest experience.”
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Dalata Hotel Group – As one of the largest hotel operators in Ireland, Dalata implemented SOTpay across its estate to standardise secure phone bookings and remote payments. The integration delivered consistent workflows across properties, protecting revenue while supporting a group-wide focus on guest experience.
These examples highlight the versatility of SOTpay — from boutique independents to multi-site operators — and its ability to align payments with brand values.
Everyday hotel scenarios transformed
Advance deposits and prepayments – guests settle balances before arrival, with payments assigned automatically to the correct folio.
Corporate bookings – staged requests align with contract milestones, improving cash flow and financial control.
Events and weddings – Open Banking handles high-value payments securely and cost-effectively, reducing friction and chargebacks.
International bookings – authenticated payments reduce no-show risk and smooth late arrivals.
Ancillaries and upgrades – spa treatments, dining deposits, or green fees can all be secured quickly via branded links.
Why Oracle OPERA is central
Plenty of providers can generate a payment link. What sets SOTpay apart is its deep integration with OPERA/OPERA Cloud PMS, creating a true closed loop between reservations, finance, and guest services.
With actions in OPERA triggering requests and payments returning automatically to folios, hotels gain a single source of truth. This eliminates manual errors, speeds up reconciliation, and standardises the process across multiple properties. It is this integration — not just the payment link — that makes SOTpay transformative for hospitality.
Setting the standard for modern hospitality
In a sector defined by high expectations and narrow margins, payment processes are too important to ignore. Outdated systems slow operations, frustrate guests, and expose hotels to risk. By adopting SOTpay, integrated with Oracle OPERA, hotels create a seamless, branded, and secure payment journey that supports staff, protects revenue, and delights guests.
Hotels that modernise in this way gain a competitive advantage: every payment becomes part of the guest experience, every transaction strengthens trust, and every check-in begins on the right note.
Take the next step
SOTpay is already trusted by luxury independents and global groups to deliver secure, automated, and guest-friendly payment experiences. With proven Oracle OPERA integration, it is the solution hotels need to reduce risk, save time, and elevate service.
Book a demo today and see how SOTpay can transform your hotel’s payment journey.
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