One in ten travelers fall victim to payment fraud when booking hotels

Adyen's Hospitality Report reveals that 71% of travelers worry about scams, potentially discouraging them from booking stays

Adyen, a leading global financial technology platform, has unveiled new research showing that one in ten hotel guests have experienced payment fraud, either at the time of booking or during their stay.

Key takeaways

• Vulnerability to fraud: The hospitality industry faces heightened risks due to outdated practices such as over-the-phone payments, which are less common in other industries;
• Over-the-phone payments: Nearly half (47%) of hotels still offer manual, over-the-phone payment options, which 51% of executives say are popular with guests. However, only 11% of travelers prefer this method, and 26% said they would not book with a hotel again if asked for credit card information over the phone.
• Preferred payment methods: Travelers feel more secure with options such as paying at check-in (43%) or booking directly online (36%).
• Increasing fraud cases: More than a third (38%) of hospitality companies reported an increase in fraudulent activity in 2024, with 7% experiencing 15-20 incidents.

Download the report at Adyen