Case Study: InterContinental Buckhead Atlanta cuts monthly chargebacks and speeds guest authorizations with Sertifi

InterContinental Buckhead Atlanta Cuts Down on Expensive Chargebacks

InterContinental Buckhead Atlanta, part of InterContinental Hotels & Resorts, faced a cumbersome paper-and-fax workflow for third-party reservations, amenity requests and sales that required cardholder ID copies, manual reviews and physical storage. The process produced incomplete or illegible forms about 40% of the time, created administrative burdens for staff and contributed to frequent chargebacks and delays.

By implementing Sertifi’s PCI-compliant digital authorization and e‑signature solution, the hotel sends secure emailed forms that validate cardholder information and guarantee completed submissions. The change dramatically reduced monthly chargebacks and fraud-related work, made the guest authorization experience 18x faster, and enabled the property to close business in minutes instead of days.

InterContinental Buckhead Atlanta

Jennifer Lombard Knight

Director of Front Office Operations