Chargebacks

We understand the challenges that hotels face when dealing with chargebacks: guests may cancel reservations for a variety of reasons and often at the last minute. In the era of Covid-19, cancellations have become more frequent and more costly, and merchants need to be prepared to navigate the chargeback process quickly and effectively.

The key factor in managing hotel chargeback disputes is understanding the cancellation policies of the card schemes that you accept. Merchants must be able to demonstrate proper disclosure of policy rules prior to payment, and confirm that customers acknowledged and understood them.


Communication with guests is especially important in the hotel industry. Your reservation cancellation policy must be disclosed and communicated to guests clearly and, crucially, before payments have been finalized.

We offer extensive hotel payments industry expertise and we’re ready to help you navigate every step of the chargeback process - from disclosing scheme policies at the payment stage, through to arbitration.

We understand the pressures of the hotel industry and the need to manage challenges around the clock.

We’ll be here to help you manage your chargeback-related payment issues whenever you need us: call on our 24/7 support team to talk to an experienced adviser.

Reservation details containing passenger and flight data that include the cancellation policy for the specific reservation.

Sample screenshots that show your cancellation policy was referenced during final checkout.

A screenshot from the final payment page demonstrating that cardholders had to acknowledge acceptance of terms and conditions.