Customer needs
Flexible payments: bookings, deposits, changes, extensions and refunds
Multi-property operations: for payments across locations, channels and methods
- Payment security: protect payment data and meet PCI requirements
Clear reporting: reconcile transactions easily
Responsive support: address issues quickly and support growth
Elavon solutions
Payment acceptance: acquiring, standalone terminals and online payment gateway
Gold Desk: direct access to experienced payments specialists
Dynamic Currency Conversion: home-currency payments for international guests
Elavon Connect: for reporting and reconciliation
Payment security: guidance to help manage PCI requirements
The results
Smoother guest experience: quick, secure payments
Greater visibility: clearer payment information across operations
Simpler administration: for reconciliation and chargeback management
Specialist support: with clear escalation routes for urgent payment queries
Support for growth: expert help with a growing portfolio
Since launching in 2003, Marlin has offered guests an alternative to the traditional hotel stay. Today, it’s London’s largest independent operator of serviced apartments, with properties across key business and leisure destinations in the capital, including an aparthotel in Waterloo. Its wider portfolio also includes a hotel in Dublin city centre.
Marlin’s accommodation combines the space and independence of an apartment with the support guests expect from a hospitality business. Fully equipped kitchens, washer-dryers, Wi-Fi, housekeeping and 24-hour concierge services help guests settle in, whether they’re visiting for a few nights or staying for much longer.
“We want guests to feel comfortable, welcome and at home from the moment they arrive,” says Lucy Martin, head of marketing at Marlin. “We want staying with Marlin to feel easy and stress-free, giving guests everything they need to settle in and enjoy their time in the city.”
That proposition attracts business and corporate travellers, leisure guests, relocating professionals and longer-term residents. They value having their own space and practical facilities, combined with the support they’d expect from a hotel.
More than a payment at checkout
Behind an easy stay sits a more complex payment journey. Unlike a single transaction at checkout, payments can arise at several stages of a guest’s booking and stay.
With payments coming through different booking channels and methods, each transaction must be processed reliably and accounted for correctly without adding friction for guests.
“There can be a number of payment points throughout the guest journey, including deposits, booking payments, extensions, amendments and longer stays,” says Rajesh Sharma, financial controller at Marlin Apartments. “We also deal with different booking channels and payment methods, so having reliable payment processes is very important.”
Marlin uses Elavon for payment acquiring, standalone terminals, online payment gateway and Dynamic Currency Conversion (DCC). Elavon also supports Marlin with PCI requirements, reporting and payment operations.
For guests, the ideal payment experience barely draws attention to itself. “Payments should be quick, secure and straightforward, without unnecessary steps or delays,” adds Rajesh. “The guest should be able to concentrate on enjoying their stay rather than worrying about the payment process.”
Managing details behind every stay
Many of the payment moments that Marlin’s teams manage are largely invisible to guests. Deposits, refunds, booking extensions, adjustments, third-party payments and reconciliation all require careful work behind the scenes.
With transactions coming from multiple properties and booking channels, Marlin’s finance team needs to match and account for payments accurately, while identifying discrepancies that require attention. Elavon Connect supports that work.
“Elavon Connect is an important part of our payment operations, particularly around managing chargebacks and reconciliation,” says Rajesh. “It gives our team greater visibility and helps us manage payment-related matters more efficiently.”
Clear transaction information also helps the team investigate and respond to chargebacks. Payment failures, refunds and reconciliation discrepancies can all require prompt action, particularly when an unresolved issue could affect a guest.
Security is equally important. Marlin handles a significant amount of customer payment information and needs confidence that transactions are processed securely. “Security and compliance are fundamental,” says Rajesh. “We get the support we need around PCI requirements from Elavon.”
Support keeps teams focused on guests
Alongside Elavon’s responsive customer support, Marlin benefits from an enhanced level of service through Gold Desk.
Elavon Gold Desk support provides direct access to an experienced team, dedicated escalation routes and specialist assistance with areas including Elavon Connect, reporting, reconciliation, payment queries and chargebacks.
“We’ve taken Gold Desk support and having direct access to a specialist support team when we've a payment issue is really helpful,” says Rajesh. “It means our team can get the right information quickly, which is important as payment issues can ultimately affect the guest experience.”
That support helps Marlin’s operational teams spend less time investigating a payment issue themselves and more time looking after guests.
Partnership to support growth
As Marlin grows its portfolio and welcomes more guests, transaction volumes and the operational demands surrounding payments will increase. It needs a payments partner that can scale with the business while maintaining reliable service and support across its properties.
Marlin values the dependability and cost-conscious approach Elavon provides. “It’s a partnership rather than simply a supplier relationship,” says Lucy. “Having access to knowledgeable support and being able to discuss issues with people who understand our business is very important.”
Delivering a smooth guest experience requires substantial operational and financial management behind the scenes.
“With Elavon supporting our payment acceptance, reporting, reconciliation, chargeback management, security and day-to-day service needs, we can keep our focus where it belongs: on making every guest’s stay feel easy,” Lucy concludes.
Key benefits
Accept payments across properties securely online and in-person
Support the full guest stay from booking and deposits to extensions and refunds
Offer home-currency payments to eligible international guests with Dynamic Currency Conversion
Improve payment management with clearer reporting, reconciliation and chargeback support through Elavon Connect
- Specialist support through Elavon Gold Desk with direct access to payment specialists and dedicated escalation routes
- Scale your payment setup as your portfolio and transaction volumes grow
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Helping thousands of customers around the world grow their business through payments
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Copyright© 2026 | U.S. Bank Europe DAC. Registered in Ireland – Number 418442. Registered Office: Block F1, Cherrywood Business Park, Dublin 18, D18 W2X7, Ireland.
U.S. Bank Europe DAC, trading as Elavon Merchant Services, is regulated by the Central Bank of Ireland.
We are regulated by the Central Bank of Ireland for our acquiring, transaction risk analysis, and dynamic currency conversion services. For all other products and services we provide, please note the following:
Warning: The provision of this service does not require licensing, registration, or authorisation by the Central Bank of Ireland, and as a result is not covered by Central Bank of Ireland rules designed to protect consumers or by a statutory compensation scheme.
Helping thousands of customers around the world grow their business through payments
Customer service and support
We’re here to help!
Customer service: 0818 20 21 20
Telephone: Monday to Friday, 8am to 5pm
Chat: Monday to Friday, 8am to 6pm
Elavon technical support: 0818 20 21 20
24 hours a day, 365 days a year
Opayo product support: 01 240 8731
24 hours a day, 365 days a year
Copyright© 2026 | U.S. Bank Europe DAC. Registered in Ireland – Number 418442. Registered Office: Block F1, Cherrywood Business Park, Dublin 18, D18 W2X7, Ireland.
U.S. Bank Europe DAC, trading as Elavon Merchant Services, is regulated by the Central Bank of Ireland.
We are regulated by the Central Bank of Ireland for our acquiring, transaction risk analysis, and dynamic currency conversion services. For all other products and services we provide, please note the following:
Warning: The provision of this service does not require licensing, registration, or authorisation by the Central Bank of Ireland, and as a result is not covered by Central Bank of Ireland rules designed to protect consumers or by a statutory compensation scheme.
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