Lowers Costly and Time-Consuming Chargebacks by 86%
Prior to Sertifi, the IHG hotel property collected payment authorization forms for third party reservations, amenity requests, and sales the traditional way (via print, sign, and fax) which required copies of the cardholder’s I.D. The manager on duty was then forced to carefully review and safely store the form.
“It was quite an unfriendly, administrative journey!” said Jennifer Lombard Knight, director of front office operations.
Since implementing Sertifi eAuthorizations, the hotel has radically reduced the number of chargeback cases each month and has better control of fraudulent activity. The solution has decreased the number of non-refundable chargeback fees from the hotel’s acquiring bank as well as employee time spent on filing and following up on fraud-related cases.
All authorization forms are now sent to guests via email to complete securely online in a PCI-compliant manner. Each form includes an eSignature from the cardholder to further help reduce the amount of disputes, strengthen protection from scams, and prevent revenue loss.
Collects Valid Authorizations the First Time, Every Time Instead of 60% of the Time via Paper Forms
Sertifi helps the property combat incomplete forms such as those missing address information, erroneous forms containing all sorts of mistakes, and illegible forms. Beforehand, these types of issues occurred 40% of the time and created prolonged delays and led to employees spending countless hours on follow ups.
“Sertifi eAuthorize lets us take an actual authorization on the guest’s card – it validates through the cardholder’s address and allows our team to be more productive on the job,” said Lombard Knight.
Guests Spend 5 Minutes Completing Forms vs 1.5 Hours
Since introducing Sertifi eAuthorize, the total working time required of a guest is 18x quicker. Guests are no longer hassled with locating a functioning printer and fax machine. On-the-move guests can sign anywhere, anytime!
The overall turnaround time dropped from an average of 2 days to merely minutes, allowing hotel employees to focus on what matters most – creating extraordinary guest experiences.
About the Hotel
InterContinental® Buckhead Atlanta offers sophisticated business and leisure travelers a host of quality facilities. Southern hospitality is assured in our unique event spaces, including two opulent ballrooms and the breathtaking Windsor Garden. Reconnect with a range of holistic therapies and treatments from around the world at Jurique Spa. Let award-winning chef Art Smith astonish you at the hotel’s exquisite Southern Art restaurant, followed by a nightcap of fine whiskey at Bourbon Bar.
3315 Peachtree Rd.
Atlanta, GA 30326
“I’ve had the awesome opportunity to work for IHG for about a decade now, in nearly every continent, and at 8 different IHG hotels. This is the first time I’ve used Sertifi and I would highly recommend this solution to any of the hotels I’ve worked at in the past.”
JENNIFER LOMBARD KNIGHT, DIRECTOR OF FRONT OFFICE OPERATIONS