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What is a Reservation Dispute?
What is a Reservation Dispute?
Once a dispute has been opened on a reservation; We are unable to issue any refund until the dispute has been closed.
Once a dispute has been opened on a reservation; We are unable to issue any refund until the dispute has been closed.
Search for a reservation and identify the "Disputed" section.
Search for a reservation and identify the "Disputed" section.
The Closure of a dispute takes up to 90 days, but the guest can provide written documentation of the closure of the dispute in order to move on to grant a possible refund.
The Closure of a dispute takes up to 90 days, but the guest can provide written documentation of the closure of the dispute in order to move on to grant a possible refund.
This is subject to the merchant's approval.
This is subject to the merchant's approval.
Requests for status updates on disputed reservations can also be sent to this email:
Requests for status updates on disputed reservations can also be sent to this email:
- chargereview@hotelplanner.com
HOW TO PROCEED FOR UNRECOGNIZED CHARGES
HOW TO PROCEED FOR UNRECOGNIZED CHARGES
- If you CAN find the RSV
Resend a copy of the confirmation via email and text
Resend a copy of the confirmation via email and text
- If you CANNOT find the RSV
If a customer receives a charge that you do not recognize and you are unable to obtain the RSV with the information provided, ask them to email proof of the charge to:
If a customer receives a charge that you do not recognize and you are unable to obtain the RSV with the information provided, ask them to email proof of the charge to:
CHARGES WITHOUT A RSV
CHARGES WITHOUT A RSV
What to do If a guest calls because they were trying to make a booking and they got charged but the reservation wasn’t completed successfully:
What to do If a guest calls because they were trying to make a booking and they got charged but the reservation wasn’t completed successfully:
✅Advise the client that if the charge is still Pending it will disappear in the next 24 - 48 hours.
✅Advise the client that if the charge is still Pending it will disappear in the next 24 - 48 hours.
✅If the charge is posted after 48 hours, they will need to send a copy of the charge or bank statement to reservations@hotelplanner.com
✅If the charge is posted after 48 hours, they will need to send a copy of the charge or bank statement to reservations@hotelplanner.com
✅If at the time of the call, the charge has been posted out of their account, they need to send it right away to the same email.
✅If at the time of the call, the charge has been posted out of their account, they need to send it right away to the same email.
✅Please ask the guest to kindly add a brief explanation of what happened and the screenshot of the charges.
✅Please ask the guest to kindly add a brief explanation of what happened and the screenshot of the charges.
UNRECOGNIZED RSVs
UNRECOGNIZED RSVs
A client received a text message notification concerning a RSV.
A client received a text message notification concerning a RSV.
✔️validate the information on the RSV, and confirm with the Guest if they received a charge to their CC related to that RSV.
✔️validate the information on the RSV, and confirm with the Guest if they received a charge to their CC related to that RSV.
- If the Client has been charged for it, and the email on the RSV does not belong to them.
✔️Ask them to submit the screenshot of the charges to reservations@hotelplanner.com adding the details of the RSV to easily identify it.
✔️Ask them to submit the screenshot of the charges to reservations@hotelplanner.com adding the details of the RSV to easily identify it.
- If the Guest hasn’t been charged.
✔️verify the phone number in our RSV is the same as the guest. Advise them the information received was sent in error to their phone number.
✔️verify the phone number in our RSV is the same as the guest. Advise them the information received was sent in error to their phone number.
DUPLICATE CHARGES
DUPLICATE CHARGES
Guest that has been charged multiple times for the same reservations or the hotel has charged the guest a second time for a prepaid reservation.
Guest that has been charged multiple times for the same reservations or the hotel has charged the guest a second time for a prepaid reservation.
✔️Please request a screenshot of both charges to be replied to the ticket that will be created by using the “Double Charge” dropdown.
✔️Please request a screenshot of both charges to be replied to the ticket that will be created by using the “Double Charge” dropdown.
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