Thursday, 20 September 2018

Auf den Leim gegangen

Ein Gastkommentar von Kristof Roemer, Geschäftsführer des Hospitality-Software-Unternehmens Guestline für den DACH-Raum. Er spricht von zunehmenden Fake-Buchungen in der Hotellerie, und wie man denen entgegen wirken kann.

Erst kürzlich machten in der Hotelbranche wieder einmal Fake-Buchungen Schlagzeilen. Mehrere Hotels berichteten, man habe über die Online Travel Agency Booking.com Buchungen erhalten, die weder wahrgenommen, noch storniert wurden. Das kann natürlich mal vorkommen. Eine gewisse Ausfallquote ist in Zeiten der „Generation Maybe“, die sich alle Optionen offenhalten will, sicherlich normal. Geschieht das allerdings häufiger innerhalb kürzester Zeit, liegt der Verdacht des Betrugs nahe. Sicher ist für den Hotelier vor allem eines: Es ist ärgerlich! Denn von den nicht angereisten Kunden im Nachhinein Schadensersatz für den Ausfall fordern? Aussichtslos!

Fake-Gäste geben meist falsche Daten an, etwa eine falsche Adresse oder Kreditkartennummer. Die wahre Identität ist so kaum nachweisbar. Betrug verhindern Auf Unterstützung von Booking.com können Hoteliers kaum hoffen. Das Portal ermutigt dazu, selbst aktiv zu werden. Zurecht, denn Hoteliers müssten dem Thema mitnichten hilflos gegenüberstehen. Mit der richtigen Technologie lassen sich Fake-Bookings im Vorfeld erkennen und Betrug somit verhindern. Dazu ist es keineswegs notwendig, jede einzelne Buchung manuell auf Richtigkeit zu überprüfen. Der Aufwand ist wesentlich geringer: Sie brauchen lediglich ein sicheres Bezahlsystem, das „PCI-compliant“ ist, also den Regeln der Payment Card Industry entspricht. Dieses System verarbeitet und prüft die Kreditkartendaten im Sinne der EU-DSGVO. Die Kreditkartendaten, die von den OTAs kommen, werden dabei automatisch von einem Payment-Provider – einer Art Schutzschild – auf Richtigkeit und Gültigkeit überprüft.

Halten die Daten der Prüfung stand, kann die Buchung erfolgen. In diesem Fall werden die korrekten Daten in einen verschlüsselten Token umgewandelt und in das PMS des Hotels eingespeist. Wird ein Fehler erkannt, oder die Kreditkarte nicht gefunden, kommt keine Reservierung zustande. PCI-Konformität kann Betrug also ganz einfach vorbeugen. Leider ist dieses Stichwort für viele Hoteliers noch ein Fremdwort. Mit diesem Unwissen machen sie sich mitschuldig an der Betrugsmasche. Denn nur ein technisch sicheres Bezahlsystem kann verhindern, dass es zu Fake-Buchungen kommt.

Kristof Roemer (Guestline)


Klicken Sie hier für eine Demo!

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