ROOMIE launches Malaysia’s first integrated payment gateway for hotels

ROOMIE has launched Malaysia’s first integrated payment gateway built specifically for the hotel and tourism industry. The solution lets hotel guests pay directly for services from room bookings, room service, laundry and on-demand entertainment and is processed without leaving their preferred chat or booking channel. It is now live across the app for key travelers from: China, India, Korea, Indonesia, Thailand and the Philippines.

Built directly into the guest journey, the new gateway reduces payment friction, lifts transaction conversion for in-hotel payments by 40%, compared to industry cart abandonment at 80%. The latest payment gateway allows all travellers to engage in the language they are comfortable in, as well as the payment method they are familiar with.

“This removes the hassle of currency conversion and letting guests pay through the platforms they already use. Our goal is to help hotels improve transaction conversion, reduce abandoned orders, and unlock more opportunities for upselling,” said CS Goh, Chief Executive Officer of ROOMIE.

ROOMIE’s payment gateway supports regional e-wallets and payment methods familiar to tourists including Alipay for China and Southeast Asia, UPI for India, TrueMoney and Line Pay for Thailand, and GCash for the Philippines.

The launch comes as China and India remain key source markets for Malaysia’s tourism industry. China recorded 1.4 million visitor arrivals during the first quarter of 2026. India delivered more than 1.5 million visitors in 2025, ranking among the country’s top five international source markets, with a target of 2.1 million visitors this 2026.

Beyond payments, ROOMIE enables hotels to manage bookings, payments and guest interactions directly through social media. This reduces the friction of traditional credit card checkout and cutting cart abandonment.

Guests can pay for snacks, beverages and on-demand movies without leaving the chat. Orders are only processed once payment is completed. This helps hotels minimise cancellations and no-shows.

ROOMIE’s platform also supports mobile check-in and check-out, consolidating guest communications across WhatsApp, Facebook and hotel CRMs into a single interface. It secures every chat, profile and payment with institutional-grade compliance. This helps hotels maintain consistent service across shift changes.

“Every additional step between a guest deciding to purchase and completing that purchase creates hassle and frustration that can lead to a failed transaction,” said June Yap, Vice President, Business Development & Strategic Partnership at ROOMIE.

“By simplifying the process, hotels can make it easier for guests to say yes to the services they want, while giving operators a more effective way to generate additional revenue,” Yap further added.
From a decade of experience in providing hospitality solutions and services for the hotel industry across 100 hotels across Malaysia, Thailand and Vietnam, ROOMIE has delivered the following results:

• Guest Engagement: Engaged 5.8 million guests on behalf of hotels and gained invaluable experience in guests’ engagement
• Automation: has processed and automated 3.6 million orders and requests from guests for F&B, housekeeping, maintenance, reservation and sales
• AI: Invested in training and building the skills, knowledge and agentic capabilities of ROOMIE AI for Hotels
• Reduced booking abandonment: ROOMIE chat-based booking process sees average abandonment of less than 56% compared to 84% in hotel booking sites
• Efficient Mobile Check In: City Business hotel solved the check-in rush at the lobby with more than 30% mobile check-in conversion.
• Positive Ratings: 4 stars business hotels see 101% number of online reviews in the 6 months period since using ROOMIE
• Positive Ratings:Family resort hotel sees 76% increase in positive guest reviews and direct booking with shared discount vouchers within 1 months of strategy execution

ROOMIE has also achieved an ISO security certification for data protection and information security, addressing hotel concerns around compliance with Malaysia’s Personal Data Protection Act (PDPA) and the safeguarding of guest data.

ROOMIE aims to double its current base of 100 hotel clients across Malaysia, Thailand and Vietnam over the next 12 months.
The company has recently signed a contract with a hotel group covering approximately 1,800 rooms, one of the largest single room volumes transacted by a hotel technology provider in Malaysia, well above the industry-typical 100- to 200-room deal.

Some of ROOMIE’s hotel clientele includes brands such as: St. Giles, Wyndham, Hard Rock, Frasers & Resorts World.