"Thanks to Pliant, we manage payments in real time."

Marco Motta is the Hotel Relationship Manager at Gattinoni Business Travel, where he oversees the entire hotel category — from supplier negotiations and customer support to payments. In this case study, he shares how Pliant transformed card payment management for hotel bookings.

Gattinoni Business Travel

Milan, ItalyHeadquarters
TravelIndustry
1983Founded
950 employeesHeadcount

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Benefits of Pliant for Gattinoni Business Travel

Real-time monitoring — see every transaction as it happens, in one dedicated portal. Nothing runs in the dark.
Decline notifications — instant alerts that tell you exactly why a transaction was blocked, so your team can act fast, not guess.
Immediate intervention — step in and resolve issues the moment they happen. No call centers, no waiting on batch cycles.
Instant supplier payment — hotels get paid the second a booking is made, building trust across every supplier relationship.

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The challenge: hotel payments depend entirely on the card

In Travel, the credit card is the only payment method accepted by hotels. This isn't a choice, but an operational necessity: without a card, there's no booking.

Until about a year ago, Gattinoni relied on credit lines with suppliers. The decision to suspend them — in order to guarantee immediate payments to hotels — made card management even more central and critical.

The recurring problem was at the hotel front desk: staff often forgot to charge the card at check-in, resulting in lost payment information and the need to resend it manually. Each incident meant additional work to trace the transaction, figure out what had gone wrong, and resolve the situation.

The solution: immediate visibility and notifications on blocks

Pliant gave Gattinoni Business Travel the tools to keep every transaction under control and step in before a problem turns into an operational disruption.

The Pliant portal shows the status of every payment in real time. When a transaction is declined, a notification arrives immediately with the precise reason for the block — eliminating the investigative work that used to occupy the team.

""Pliant helped us with a portal that shows us transactions in real time. The ability to intervene in case of blocks, the notifications with the reason for the transaction's decline, help us: there's the possibility to act immediately or in any case resolve the situation without having to wait.""
Marco Motta, Manager Hotel Category, Gattinoni Business Travel

The result: no block goes unanswered

Since Gattinoni Business Travel started using Pliant, every anomaly is identified in real time with the cause already available. The team can act immediately — unblock the transaction, resend the data, contact the hotel — without having to wait or do manual research.

The result is a smoother payment flow, with fewer operational disruptions and more control over the entire hotel category.