Kovena Benchmark Report : Payments in Accommodation

The annual Pacific Islands survey for the Hotel Insights was carried out in January 2022. The survey had over 130 respondents across the Pacific Islands, making it the most comprehensive report of Payments in the Accommodation sector in the region. Australia’s lead export and investment facilitation agency, Pacific Trade Invest has partnered with Kovena and is a supporter of the Hotel Insights 2022 Report to educate the Pacific region in regard to payments and hotel technology.

As a region, the Pacific Islands relies much more heavily on tourism than other parts of the world, accounting for 20% of their total GDP in 2019¹. The Pacific Islands have been through a great deal of adversity over the past few years. COVID-19 crippled the industry in 2020, but with borders starting to open back up for foreign travelers, hoteliers are addressing key issues and creating innovative ways to earn more revenue from their customers. Sentiment among hoteliers is overall positive, with properties that have stayed operational seeing business increase to pre-COVID levels in 2022.

Bookings as a whole are still driven mainly by OTAs, which eat into much of the profitability of each booking. For international guests paying with a card, the average transaction fee among the respondents was 7.7%¹; far higher than the global average of 2.9%-4.4%³. Big chain brands dominate the advertising channels, however, 78% of the properties surveyed for this report were stand-alone(2). In this report, we will uncover the technology used by hoteliers in the region to receive payments, run their operations, distribute and market their inventory, while enhancing their guest experience.

This report features helpful insights into the accommodation sector within the Pacific Islands providing competitive intelligence gathered from 130+ hotels, resorts, B&Bs, hostels and serviced apartments. The annual Pacific Islands Hotel Insights Report will be released on a yearly basis. Each year, Kovena will retrieve data from hoteliers within the region and generate valuable insights for hoteliers and travel-tech softwares based in the region.

In this guide, you will learn:

  • How to improve the guest booking experience
  • How your hotel compares to others in the Pacific Islands
  • How to optimise operations and remove guest friction
  • The cost of taking card payments in the Pacific region

Key Highlights include:

  • Guests today expect to pay with a card, yet 17% of hotels in the Pacific Islands do not accept them
  • 15% of guests upgrade their rooms if offered by the hotel before check-in
  • Only 16% of hotels in the Pacific Islands offer a Guest App

Get the latest insights download the report here: Pacific Islands Hotel Insights 2022 Report.


  1. Kovena 2021, Pacific Islands – Benchmark Report Data
  2. Development Asia 2021. Does Tourism Have a Future in the Pacific Islands
  3. Lending Tree. Credit Card Processing Fees and Costs

Kovena is a hospitality payment solution, that aims to helping hospitality tech ventures understand & unlock revenue potential to fuel their global growth. Kovena provides both an alternative to inhouse expertise aswell as flexible, white-labelled technology to empower platforms, allowing them to focus on what they do best.

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