What payment trends can we expect for guests and hoteliers in the next few years?
I joined Stripe three years ago, and what really surprised me is how many different ways people want to pay. A few years ago, it was just credit and debit cards. But now, people love wallets like Apple Pay and Google Pay, and they want one-click checkouts that remember who they are. Then you have local payment methods—like iDEAL in the Netherlands or BLIK in Poland—that people know and trust. And with budgets tighter, we’re also seeing installment options like Klarna or Affirm becoming more popular, especially for leisure travel. The goal is to make checkout dynamic, adapting to what converts best for each customer.
Do you think the future is tech-enabled hospitality?
Definitely, but it’s about optionality. A luxury leisure guest might want a warm, personal check-in and someone to bring them a drink. They don’t want to deal with admin or fill in the same forms again. Business travellers, on the other hand, might want to skip all that, check in quickly, and get straight to their room. Hospitality should be about giving people the choice and flexibility to match their trip type.
How can hoteliers maximize tech investments for revenue, efficiency, and guest experience?
We talk a lot about ROI at Stripe. It’s not just about cost—it’s about value. Think about how much of your business is coming through direct channels. Look at the incremental revenue you generate per guest or per square foot after a tech investment. And consider productivity. Stripe can reduce the time your finance or ops teams spend on money movement, so they can focus on higher-value work. Same team, more impact.
Amid ITB’s innovations, how can hoteliers stay agile and choose the right tech?
It’s not easy. If I were starting a hotel chain now, I’d be overwhelmed. Do you go with a one-stop shop or build your own stack? It depends. If you’re an independent or high-service hotel, maybe you want an integrated solution like Cloudbeds or Mews. But if you’re a big chain focused on loyalty and global growth, then you probably want your own product and tech function. Either way, ask your partners what they can do today, how they integrate, and if they’re ready for the future—for AI, for guest expectations, for what’s next.
How can technology help hoteliers unlock new revenue beyond room sales?
Start with the room, but look for other purchase moments. Add upsell options to the basket, use guest messaging platforms before and during the stay, and personalise offers—secure parking, early check-in, champagne in the room. For business guests, think about breakfast meetings or private dining. Use that trust you’ve earned from the booking to offer more value.
How can hotels use tech to deliver authentic personalised experiences?
We sometimes overcomplicate this. Great hotels personalise by listening. At scale, it’s about using data. Payments data is guest data. What did they buy? What kind of drinks or extras did they choose? Use that to tailor future stays. It’s hard to get that data—especially when OTAs hold so much of it—but you can use your touchpoints to gather and act on it. Start with human interaction and have systems in place to capture and apply what you learn.
Is the future of hospitality tech in specialised platforms or all-in-one solutions?
Both have a place. If I’m opening a single hotel, I’d probably go all-in-one. But if I want to differentiate, I need someone in my business who wakes up thinking about product and tech every day. Someone who asks: are we getting the most out of our CRM, our website, our checkout? These systems are complex, and the innovations keep coming. Without that internal focus, you fall behind.
What are you most excited about for Stripe in the next year?
Honestly, I used to think payments was all about what the customer sees—one-click checkout, international support. But now I’m really excited about payouts. CFOs at hotel groups are dealing with complex, inefficient systems for paying suppliers, partners, and OTAs. Stripe is building tools for virtual cards, global payouts, maybe even stablecoins down the line. If everyone’s on Stripe, we can create a unified, lower-cost, efficient payout ecosystem. That’s the dream for hospitality finance leaders.
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