by Matt Rej
Stayntouch is one of the most powerful cloud-based hotel property management systems on the market today. It comes with a range of built-in operations features, from bookings to guest engagement, kiosk check-in, and channel management.
Plus its 1,400+ integrations and open API means third-party solution connections are among the most extensive in the industry.
But for anyone using or evaluating Stayntouch, filtering that massive integration hub by payments only shows Stayntouch Pay or Shift4.
So it’s easy to conclude that those are the only options.
But in reality, you have far more payment processing choices than the site leads on. And that’s an important distinction because your payment path ultimately decides who sets your markup and how much you pay on every single transaction property-wide.
Let me break it all down for you.
How Stayntouch Supports Different Payment Processors
Your credit card processing options with Stayntouch generally fall into four paths:
- Stayntouch Pay: The software’s branded payment product that’s actually a PayFac model powered by Adyen on the backend.
- Direct Processor Agreements: Through either Shift4 or Adyen.
- POS Integrations: Roughly 70 point-of-sale systems integrate with Stayntouch, and many of those either come with their own processing or support other processors.
- Keeping Your Own Processor: Either as a standalone non-integrated setup or potentially through Stayntouch’s open API.
Many hotels end up using a combination of these. Like a direct integration at the front desk and a POS integration in other parts of the property (like Toast at your restaurant or Lightspeed at the spa).
But the main point to understand is that keeping your own processor is realistic. And that’s typically the best option for most properties and what you should be trying to achieve during the setup.
While Stayntouch Pay is the convenient default (and one that sales reps have a good reason to push), it’s not a requirement. It actually ends up being one of the most expensive options at your disposal.
Why Stayntouch Pay Typically Costs More
There’s a reason why Stayntouch doesn’t clearly disclose all possible credit card processing options on its website and PMS integration hub.
It’s because Stayntouch Pay is what they want you to use and what any Stayntouch sales rep is going to steer you toward.
Yes, it’s built right into the cloud software and may seem like a simpler approach by getting both software and processing through one vendor. But simpler doesn’t mean cheaper. And in this case, it’s actually the opposite.
Here’s why:
- Stayntouch Pay isn’t actually a payment processor.
- They rely on Adyen to handle the money movement and backend acquiring service.
- And while Adyen is a great processor with fair rates, your contract is with Stayntouch (not Adyen).
- This is a classic sub-merchant agreement, which leads to higher pricing.
- Stayntouch sets your rates. And those rates need to be high enough to profit on top of whatever they’re paying Adyen.
Stayntouch Pay doesn’t publish its rates publicly, and everything is customized for each account. But the setup alone dictates rates that aren’t favorable.
At the end of the day, this setup is just another profit center for Stayntouch on top of the PMS software fees you’re paying them.
The amount of money they’ll earn from your account from merchant fees will far exceed whatever your software costs are. And you have less negotiation leverage here because Stayntouch Pay is a middleman in the payment infrastructure that increases costs by default because it’s another party to pay.
Using Adyen Direct or Shift4 Without Stayntouch Sitting in the Middle
One thing that’s not advertised anywhere on Stayntouch’s website is the fact that you can go straight to Adyen and get a direct merchant agreement.
The difference here is that it cuts out Stayntouch Pay as a middleman, meaning your contract is with Adyen, and you’ll have a traditional merchant account instead of a sub-merchant setup.
Adyen’s rates are extremely reasonable, and some of the lowest you’ll find for high-volume accounts. So even if they add a little extra margin to account for the integration, you’re still ahead.
It’s a bit disappointing that Stayntouch doesn’t make this obvious. And Adyen isn’t even listed as an integration partner on its list of 1,400+ tools. Though I’m assuming this is an agreement that was made when they partnered with Adyen to power Stayntouch Pay. Adyen still wins on those accounts because they get their margin as the acquirer.
But “Adyen direct” agreements are mentioned dozens of times throughout Stayntouch’s help desk documentation. So its availability is confirmed.
Alternatively, you can get a direct processing agreement with Shift4.
This option is advertised, and it’s a great option for any hotel that’s already using Shift4 for payment processing. You can keep your same setup, hardware, and merchant account exactly as is. Then just connect Stayntouch to Shift4 through the supported integration.
In this case, your contract continues to run directly through Shift4 meaning they set your rates and handle all processing-related needs. They may try to use the integration as an excuse to bump up your rates. While a small bps adjustment can be justified, don’t let them add a bunch of junk fees to your statements or drastically hike your discount rate.
POS Integrations That Bring Their Own Processor
This is where your credit card processing options can really expand.
And it’s an excellent workaround to keep your current processor, even if you aren’t already using one of these POS systems. As it’s much easier (and more importantly, cheaper) to switch your POS than it is to change processors.
Examples include:
Toast: Good option if your restaurant is already using Toast, you can keep it. Though I wouldn’t necessarily recommend it if you’re starting from scratch as Toast has a closed payment ecosystem and you’re forced to use them for credit card processing.
Lightspeed: Lightspeed also has its own in-house payment processing option that’s the default for its POS. And you have the option to bring your own payment processor (for an added cost).
Salido by North: Hospitality-specific POS system that was acquired by North American Bancard a few years back. Today, its payments run through North on the backend.
Aloha POS: Popular for bars, restaurants, quick-service, and hospitality that’s largely processor agnostic.
Squirrel Systems: Works with Shift4, Elavon, Moneris, FreedomPay, Cayan, Worldpay, and more.
MICROS: From Oracle that has its own payment solution powered by Adyen (similar to the exact setup with Stayntouch Payments). But you can also use ISOs to bring your own processor, including Fiserv, Global Payments, CardConnect, North, and TSYS.
I’m not going to list all 70 POS systems that integrate with Stayntouch. But you get the idea.
Just looking at these handful of examples you can already see roughly a dozen more processors than it initially appeared. And that list continues to grow as you look at other POS systems.
Can the Stayntouch Open API Connect Your Processor?
Stayntouch publishes open Connect APIs and webhooks designed to sync with third-party systems, and API certification is free for both Stayntouch customers and third-party vendors.
In theory, this means your processor could set this up for you creating a custom API to the gateway.
But the developer docs don’t establish a path for you to connect just any third-party payment gateway for full PMS payment processing.
So it’s possible. But ultimately depends on whether your gateway or processor is willing to build and certify an integration.
It’s certainly worth asking your processor whether they’ve worked with Stayntouch in the past (because the work may already be done) or if they’re willing to build that connection.
This also helps set up negotiations with them on pricing, for your willingness to stick with them regardless of the outcome.
Final Thoughts
If you’re already using Stayntouch Payments: Adyen is technically the backend processor but you can’t negotiate with them. You need to contact Stayntouch directly to ask for better rates, and there’s a good chance you’re overpaying.
If you’re evaluating Stayntouch: Avoid Stayntouch Payments. The inflated rates are hard to justify despite the perceived convenience. You’re better off sticking with your current processor.
If you’re already using Shift4 or Adyen for processing: This is the cleanest integration as both providers integrate directly with Stayntouch without any workarounds. You keep a direct agreement with the acquirer you’re already using, and everything stays the same. Just make sure your provider isn’t using this new setup as an excuse to price gouge you.
If you want to keep your current processor: You probably can, even if you don’t see their name listed anywhere on the Stayntouch integration list. Try to bring them through a supported POS integration or custom API build. Just ask, and switching POS systems isn’t a big deal if you get to continue processing with your current provider.