Key challenges for hospitality properties

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Fraud and chargeback

With the rise of “friendly fraud,” where guests dispute legitimate credit card charges, properties face a growing problem. Videos circulating online even teach people how to exploit this loophole. Without strong proof, like a signed rental agreement or ID certification, hotels and vacation rentals often lose these credit card disputes. Automating processes with tools like Akia can help protect properties by verifying guest identities and credit cards before check-in. This includes placing authorization holds, matching credit card information with guest IDs, and collecting signatures. 

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ID verification works by pulling the name on the ID and comparing it with the reservation name, as well as matching the ID image with a selfie. Credit card verification works by authorizing a temporary charge to ensure the card is valid, not lost, or stolen. 

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Including terms and conditions within the check-in form provides a stronger proof in case of credit card disputes. This process not only helps win chargebacks but also deters fraud attempts, as potential fraudsters are discouraged by the required verification steps.

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Here’s what to capture in your digital registration card to beat fraud:

• Guest name
• Identification (password or driver’s license) - Verify the guest’s ID to confirm their identity. 
• Selfie - Akia only allows live photo capture, preventing the upload of any pre-existing images. 
• Terms and conditions - Clearly outline your policies, including penalties, so guests are fully informed. 
• Capture signature - Ensure the guest agrees to their reservation and stay. 

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Getting guests to sign local ordinance

Many short-term rental properties are required to comply with local ordinances, such as having their guest sign the contract, ensuring they are abiding to regulations. Many properties face challenges in getting their guests to sign it, delaying the check-in process by having to chase down signatures. By integrating this requirement seamlessly into Akia’s rental agreement, properties can ensure guests sign necessary documents automatically, protecting them from fines or potential loss of their short-term rental license. 

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Not immediately responding to guests. 

Staff often juggle multiple tasks simultaneously - managing front desk operations, handling guest check-ins, addressing in-person inquiries, and coordinating with other departments. This can lead to delays in responding to guest messages, which impacts the guest experience and can lead to dissatisfaction. Akia helps solve this problem by automating guest communications. 

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With Akia, scheduled and AI-driven responses ensure guests receive immediate answers to common inquiries, even when staff are occupied with other responsibilities. Text message questions like “What’s the Wi-Fi?”, “What time is check-in?”, “Where is the pool located?” can generate an automated reply, reducing phone calls and having the staff to respond, thus freeing up their time. This allows your team to focus on critical tasks without compromising guest service, ensuring timely communication throughout the guest’s stay. 

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“We faced challenges in responding to guest inquiries quickly, as required. Akia helped us overcome that by providing tools to automate our communication to shorten response time, ensuring no guest message goes unanswered. This has led to happier guests, better reviews, and increased revenue.” 

‍ - Johel Montiel, Director of Guest Services at Escape to Cabo 

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“Akia’s AI feature and escalation notifications have been extremely useful in maintaining our 5-10 minute response rate and helping to make sure no messages get missed.”

- Megan Mahan at Sky High Cabins

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Automating tailored messages for each guest from pre-arrival to post-stay allows you to schedule key reservation details like check-in instructions and check-out reminders without extra effort from your staff. Guests receive timely updates without your staff needing to send them manually, saving them time on other urgent tasks. 

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“At Harris Vacations, guest experience is our priority. Akia’s automated messaging platform allows us to engage with guests, from pre-arrival to post-checkout. It has improved response times and freed up our team to focus on delivering personalized service. Akia has become an invaluable part of our toolkit, helping us maintain a smooth, high-touch experience across every stay."

‍- Anna Grantham, Guest Relations Manager at Harris Vacation

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