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UK: Almost two-thirds of accommodation professionals say they have seen guests abandon bookings when their preferred payment method was unavailable, according to new research from Booking.com.
The platform surveyed 500 senior decision-makers working across UK hotels, resorts, serviced apartments and B&Bs, finding that 62 per cent had experienced payment-related booking abandonment.
A further 67 per cent said travellers were less willing to complete a reservation without their preferred payment option, while 87 per cent reported growing expectations around digital wallets including Apple Pay and Google Pay.
International guests are also seeking payment methods commonly used in their home markets, according to 71 per cent of respondents, with Booking.com highlighting Alipay, WeChat Pay and Pix as examples.
More than eight in ten respondents said providing a wider choice of payment methods had helped their business secure additional bookings. Thirty-four per cent believed that accepting more domestic and international options could increase their revenue by over 20 per cent.
The findings highlight the role of payments within the wider booking journey as accommodation providers, including short-term rental property managers, look to improve direct-booking conversion and attract international guests.
Booking.com also found that daily AI use among the businesses surveyed had increased from 32 per cent in 2025 to 66 per cent in 2026.
Among respondents already using AI, 45 per cent applied it to analysing guest feedback and making improvements, while 40 per cent used the technology for translation and communication with international guests.
Looking ahead, 74 per cent expected AI-powered fraud detection and cybersecurity to have a meaningful effect on their business during the next three years. Seventy-one per cent said the same about AI-driven revenue management.
Carlo Olejniczak, vice president and managing director for EMEA at Booking.com, said: “There’s a real opportunity for UK accommodation businesses to welcome more guests from around the world next year, but reaching someone thousands of miles away, understanding what they expect and ultimately turning that interest into a booking isn’t always easy.”
More than three-quarters of respondents viewed growth in international travel as an opportunity for their business in 2027, although 28 per cent identified meeting the different expectations of overseas travellers as one of their greatest conversion challenges.
The research was conducted between 11 and 16 September 2026.
Highlights
- Booking.com surveyed 500 senior UK accommodation decision-makers.
- Sixty-two per cent had seen guests abandon bookings when their preferred payment method was unavailable.
- Eighty-seven per cent said guests increasingly expect digital-wallet payments.
- Eighty-four per cent said offering more payment methods had helped them win bookings.
- Daily AI use increased from 32 per cent in 2025 to 66 per cent in 2026.
- Seventy-seven per cent viewed international travel growth as an opportunity for 2027.
- The survey covered hotels, resorts, serviced apartments and B&Bs.
