Call (844) NO-DISPUTESResponse Template for "Hotel/Accommodation Dispute"
Chargeback Response
Dear Processor,
We are writing in response to the chargeback filed for transaction ID Transaction ID dated Transaction Date in the amount of $Transaction Amount. We respectfully dispute this chargeback and provide the following evidence to support our position.
Guest Information:
- Guest Name: Guest Full Name
- Confirmation Number: Booking Confirmation Number
- Check-in Date: Check-in Date
- Check-out Date: Check-out Date
- Room Type: Room Type Booked
Dispute Type:
This dispute appears to be related to Dispute Reason.
Our Response:
Service Status. Additional Service Details (Optional)
Evidence Provided:
- Booking confirmation showing Booking Method
- Check-in Evidence
- Credit card authorization form showing matching Verification Method
- Additional Evidence Type (Optional)
Cancellation Policy:
Our cancellation policy clearly states Cancellation Policy Terms. This policy was Policy Disclosure. Specific Policy Application (Optional)
Additional Supporting Information (Optional)
Based on the evidence provided, we respectfully request that this chargeback be reversed as the services were Service Conclusion.
We have attached all supporting documentation for your review. List of Attached Documents (Optional)
Thank you for your consideration of this matter.
Sincerely,
Your Name
Your Title
Hotel/Property Name
Contact Phone Number
Contact Email Address
Hotel chargebacks are a huge problem for the hospitality industry and cost properties over $25 billion every year. Accommodation disputes are some of the hardest chargebacks that you’ll ever have to fight. The reason is that hotel stays are transactions with lots of details to manage. You have reservations that guests make weeks or months ahead of time, no-show policies that they might not have read, incidental charges that they forgot about and services that they used throughout their stay. Then months later when a guest disputes the charges and you have to find registration cards and housekeeping logs and reservation confirmations and you need to do it all before the dispute deadline passes.
The hospitality industry has some specific weak points that other businesses don’t have to worry about. Third-party bookings make it harder to prove who the real cardholder was. Guests commit “friendly fraud” all of the time when they claim that they never stayed at your property even though they used the pool and ate breakfast every morning. And cancellation policy disputes happen again and again because guests just ignore the terms that they agreed to. Most properties that put together a rushed response only recover about 20% of the money from disputed charges. But properties that record everything the right way can win 65% or more of their disputes. Failed disputes hurt your property’s chargeback ratio and can result in higher processing fees or merchant account restrictions. Every dispute that you lose also teaches fraudsters that your property is an easy target for future fraud.
A strong template built just for accommodation disputes helps you put together your evidence exactly the way that banks want to see it. You start with the first booking and work your way through to checkout. The template makes sure that you remember to include every piece of evidence and that housekeeping serviced the room every day of their stay! Templates also help keep your whole team on the same page. Your night managers and your front desk staff will all follow the exact same professional record-keeping standards and those standards are what win disputes.
This specific template covers the special evidence requirements that hotel disputes have. There are separate sections for folio information and third-party booking confirmations. It covers those verification methods that hotels use but regular retail stores don’t. The template works for every standard dispute category you’ll face, from no-shows to complaints about service quality. Each reason code gets its own response strategy that’s built for what the banks are actually looking for in those cases.