Case Study: CitizenM achieves seamless global omnichannel payments and one-minute check-ins with Adyen

CitizenM Optimizing the customer experience with Adyen

CitizenM, a fast-growing Dutch hotel group, needed to streamline payments and deliver a seamless omnichannel guest experience as it expanded globally. Guests expected fast, convenient transactions from booking to checkout, but entering new markets required adding local payment methods and often finding new in-market partners.

By adopting Adyen’s unified commerce platform, CitizenM consolidated online and in-hotel payments under a single integration and contract, enabling one-minute self-service check-ins/checkouts, secure card tokenization and wallet-free room-card payments. The move removed the need for local payment partners, provided 24/7 transaction visibility, supported global and local payment methods, and improved conversion and overall guest satisfaction.

CitizenM

Lennert de Jong

Director of Distribution & Business Development