{"id":10541,"date":"2026-02-18T06:55:56","date_gmt":"2026-02-18T06:55:56","guid":{"rendered":"https:\/\/leanhotelsystem.com\/?p=10541"},"modified":"2026-02-18T06:55:58","modified_gmt":"2026-02-18T06:55:58","slug":"hotel-chargeback","status":"publish","type":"post","link":"https:\/\/leanhotelsystem.com\/en\/devolucion-de-cargo-en-hoteles\/","title":{"rendered":"Hotel chargebacks: what they are, why they happen and how to manage them"},"content":{"rendered":"<div data-elementor-type=\"wp-post\" data-elementor-id=\"10541\" class=\"elementor elementor-10541\" data-elementor-post-type=\"post\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2297de64 e-con-full e-flex e-con e-parent\" data-id=\"2297de64\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-70602cff e-con-full e-flex e-con e-child\" data-id=\"70602cff\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-86a325c elementor-widget elementor-widget-hfe-breadcrumbs-widget\" data-id=\"86a325c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"hfe-breadcrumbs-widget.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<nav aria-label=\"Breadcrumb\"><ul class=\"hfe-breadcrumbs hfe-breadcrumbs-show-home\"><li class=\"hfe-breadcrumbs-item hfe-breadcrumbs-first\"><span class=\"hfe-breadcrumbs-home-icon\"><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-home\" viewbox=\"0 0 576 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M280.37 148.26L96 300.11V464a16 16 0 0 0 16 16l112.06-.29a16 16 0 0 0 15.92-16V368a16 16 0 0 1 16-16h64a16 16 0 0 1 16 16v95.64a16 16 0 0 0 16 16.05L464 480a16 16 0 0 0 16-16V300L295.67 148.26a12.19 12.19 0 0 0-15.3 0zM571.6 251.47L488 182.56V44.05a12 12 0 0 0-12-12h-56a12 12 0 0 0-12 12v72.61L318.47 43a48 48 0 0 0-61 0L4.34 251.47a12 12 0 0 0-1.6 16.9l25.5 31A12 12 0 0 0 45.15 301l235.22-193.74a12.19 12.19 0 0 1 15.3 0L530.9 301a12 12 0 0 0 16.9-1.6l25.5-31a12 12 0 0 0-1.7-16.93z\"><\/path><\/svg><\/span><a href=\"https:\/\/leanhotelsystem.com\/en\"><span class=\"hfe-breadcrumbs-text\">Home<\/span><\/a><\/li><\/ul><\/nav>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3123adc4 elementor-widget elementor-widget-heading\" data-id=\"3123adc4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Hotel chargebacks: what they are, why they happen and how to manage them<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7b90c9c9 elementor-widget elementor-widget-text-editor\" data-id=\"7b90c9c9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>A chargeback is one of those events that, in a small hotel, impacts beyond the disputed amount. It usually implies loss of revenue, possible associated commissions (depending on the supplier and the case) and operational time to respond with evidence within deadlines. In addition, it distorts the forecast if it is not well recorded and analysed: the booking \u201ccounted\u201d as revenue and then reversed.<\/p><p><!-- notionvc: 2537b69c-d87d-48e7-99bd-e03de26256a9 --><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3dd6375 elementor-widget elementor-widget-image\" data-id=\"3dd6375\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"683\" src=\"https:\/\/leanhotelsystem.com\/wp-content\/uploads\/2026\/02\/devolucion-de-cargos-en-hoteles-1024x683.webp\" class=\"attachment-large size-large wp-image-10542\" alt=\"hotel chargebacks\" srcset=\"https:\/\/leanhotelsystem.com\/wp-content\/uploads\/2026\/02\/devolucion-de-cargos-en-hoteles-1024x683.webp 1024w, https:\/\/leanhotelsystem.com\/wp-content\/uploads\/2026\/02\/devolucion-de-cargos-en-hoteles-300x200.webp 300w, https:\/\/leanhotelsystem.com\/wp-content\/uploads\/2026\/02\/devolucion-de-cargos-en-hoteles-768x512.webp 768w, https:\/\/leanhotelsystem.com\/wp-content\/uploads\/2026\/02\/devolucion-de-cargos-en-hoteles-1536x1024.webp 1536w, https:\/\/leanhotelsystem.com\/wp-content\/uploads\/2026\/02\/devolucion-de-cargos-en-hoteles-2048x1365.webp 2048w, https:\/\/leanhotelsystem.com\/wp-content\/uploads\/2026\/02\/devolucion-de-cargos-en-hoteles-18x12.webp 18w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-39c09eb elementor-widget elementor-widget-text-editor\" data-id=\"39c09eb\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>This should be differentiated from the start of a refund, because the control and process are different. And for the sake of caution, bear in mind that deadlines, reasons and requirements vary depending on the issuing bank, the payment network and the acquirer\/payment provider. In complex or recurring cases, it is advisable to rely on your payment provider and, where appropriate, on legal advice.<\/p><p><!-- notionvc: 2537b69c-d87d-48e7-99bd-e03de26256a9 --><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6633160f elementor-widget elementor-widget-heading\" data-id=\"6633160f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Not a refund: difference between refund and chargeback<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4e2b5281 elementor-widget elementor-widget-text-editor\" data-id=\"4e2b5281\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>A <strong>reimbursement<\/strong> initiated by the hotel: you decide to refund an amount (in full or in part) and execute it through your payment provider, following your policy and the agreement with the guest.<\/p><p>A <strong>chargeback<\/strong> is initiated by the cardholder via his bank. The bank communicates the dispute and the hotel (usually via the acquirer\/payment provider) can:<\/p><ul><li><strong>Accept<\/strong> the chargeback (do not dispute it), or<\/li><li><strong>Dispute it<\/strong>, The customer shall provide evidence of what has been agreed and\/or the service provided.<\/li><\/ul><p>Important point: \u201calready reimbursed\u201d does not always mean that the matter is closed. If the guest initiates a chargeback on their own, a notification may still arrive and you will have to handle it according to the provider's process.<\/p><p><!-- notionvc: 5bb49ee6-c577-47b5-975a-a78724c2bfd9 --><\/p><p><!-- notionvc: 2537b69c-d87d-48e7-99bd-e03de26256a9 --><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d06c6dd elementor-widget elementor-widget-heading\" data-id=\"d06c6dd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">When chargebacks are most triggered in small hotels<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d539ff4 elementor-widget elementor-widget-text-editor\" data-id=\"d539ff4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Most chargebacks in small hotels are concentrated in situations that are very recognisable in day-to-day operations:<\/p><ul><li><strong>No-shows<\/strong> with poorly explained or inconspicuous policies at the time of booking.<\/li><li><strong>Prepaid or non-refundable<\/strong> communicated in a confusing way (or with different texts between channels).<\/li><li><strong>Charges for damage, cleaning or penalties<\/strong> without sufficient evidence or clear prior communication.<\/li><li><strong>Tax and fee discrepancies<\/strong> (the customer expected a different total than the one charged).<\/li><li><strong>Third-party reservations<\/strong> (holder other than the guest) where it is then claimed \u201cI do not recognise the purchase\u201d.<\/li><li><strong>Duplicity of charges<\/strong> (double charging, pre-authorisation that is interpreted as a final charge, or operational errors).<\/li><li><strong>\u201cI don't recognise trade\u201d.\u201d<\/strong> because the name on the statement does not match the business name that the customer remembers.<\/li><\/ul><p>The good news is that many of these cases do not require \u201cmore technology\u201d, but better consistency of information and documentation.<\/p><p><!-- notionvc: 7c4bb978-ad37-4973-bb13-de35fc5e7e71 --><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3133fa24 elementor-widget elementor-widget-heading\" data-id=\"3133fa24\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Early signs of risk before the chargeback arrives<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cd753b4 elementor-widget elementor-widget-text-editor\" data-id=\"cd753b4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>There are often signals that allow intervention before the guest goes to the bank:<\/p><ul><li>Complaints about \u201csurprise charges\u201d or differences between what was confirmed and what was charged.<\/li><li>Guests who insistently ask for proof or question the policy at the last minute.<\/li><li>Intense disputes for no-shows, prepayment or cancellation within 24-48 hours.<\/li><li>Discrepancies between confirmation (mail\/OTA) and folio (concepts, taxes, regime).<\/li><li>Bookings with incomplete or inconsistent data (owner, email, telephone, country) that make it difficult to validate identity or communication.<\/li><\/ul><p>The useful intervention is usually twofold: communicating clearly (what will be charged and why) and documenting (leaving evidence of what has been communicated and of the service).<\/p><p><!-- notionvc: e2ad7958-6f63-4f21-b91f-d10c1c826bb1 --><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c8d0298 elementor-widget elementor-widget-heading\" data-id=\"c8d0298\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Root causes: 80% comes from communication, evidence and consistency of charges.<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6108c82 elementor-widget elementor-widget-text-editor\" data-id=\"6108c82\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Without going into specific payment network rules, in hospitality most chargebacks are explained by three actionable roots:<\/p><ol><li><p><strong>The client did not understand the conditions<\/strong><\/p><p>Cancellation\/no-show policies, prepayment or additional charges were not visible, or were not the same in all channels.<\/p><\/li><li><p><strong>The hotel cannot prove what was agreed or what was borrowed.<\/strong><\/p><p>Missing stored confirmation, proof of stay, detailed folio or evidence of consumption\/damage.<\/p><\/li><li><p><strong>The charge does not match what the customer saw or remembers.<\/strong><\/p><p>Differences in amount, tax, concept, or a descriptor in the statement that is not recognised.<\/p><\/li><\/ol><p>In practice, many chargebacks are framed as disputes over charges, fraud or allegations of service not provided. Your scope for action is to reduce confusion, reinforce evidence and ensure consistency.<\/p><p><!-- notionvc: 4d21b9fa-eb54-4798-9880-ad30e4115941 --><\/p><p><!-- notionvc: 347b2324-5c61-4d9d-9e89-33fd2d98dea2 --><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-13db1b4 elementor-widget elementor-widget-heading\" data-id=\"13db1b4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Prevention at 4 points in the guest journey<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ec4db90 elementor-widget elementor-widget-text-editor\" data-id=\"ec4db90\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>In small hotels, prevention works best when it is integrated into the process. For each moment, it is important to define what to do and what to keep as evidence.<\/p><p><!-- notionvc: 347b2324-5c61-4d9d-9e89-33fd2d98dea2 --><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-323eae6 elementor-widget elementor-widget-heading\" data-id=\"323eae6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">1) At booking: visible conditions and consistent confirmation<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a84dcdd elementor-widget elementor-widget-text-editor\" data-id=\"a84dcdd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>What to do:<\/p><ul><li>Display cancellation and no-show policies visibly (no \u201chidden\u201d text).<\/li><li>Clarify whether it is prepaid, non-refundable or flexible, and under what conditions.<\/li><li>Indicate the tax\/levy regime and treatment with a basic breakdown.<\/li><li>Ensure that the name of the shop that the customer will see (descriptor) is recognisable.<\/li><li>Maintain policy coherence between engine\/OTAs and PMS (same meaning, same key terms).<\/li><\/ul><p>What to keep as evidence:<\/p><ul><li>Email or booking confirmation with conditions (and version\/date if texts are updated).<\/li><li>Registration of the fare plan and policy applied in PMS.<\/li><li>Capture or copy of current policy text if your operation requires it.<\/li><\/ul><p>Objective: to reduce chargebacks for \u201cI did not know\u201d or \u201cI was not informed\u201d.<\/p><p><!-- notionvc: 6c69bf01-1b8d-4e6e-95b0-f103ca7e4cf1 --><\/p><p><!-- notionvc: 347b2324-5c61-4d9d-9e89-33fd2d98dea2 --><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4ebe9b8 elementor-widget elementor-widget-heading\" data-id=\"4ebe9b8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">2) Before check-in: validation and pre-authorisations with discretion<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7ffa5a3 elementor-widget elementor-widget-text-editor\" data-id=\"7ffa5a3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>What to do:<\/p><ul><li>If pre-authorisations\/deposits are used, they should be aligned with the hotel's policy and explained in an understandable way (amount, reason, when it becomes a charge or is released).<\/li><li>Validate basic guest data and ownership consistency according to the hotel's procedure (without making it a complex process).<\/li><li>Coordinate the procedure with the payment provider to avoid operational errors (e.g. differences between pre-authorisation and final debit).<\/li><\/ul><p>What to keep as evidence:<\/p><ul><li>Communication sent to the guest (if applicable) about deposits\/pre-authorisations.<\/li><li>Recording in PMS of operational notes (what was explained, when, and through which channel).<\/li><\/ul><p>Objective: to minimise fraud and misunderstandings without generating unnecessary friction.<\/p><p><!-- notionvc: a5a90258-5879-48ac-a680-45af48e65974 --><\/p><p><!-- notionvc: 347b2324-5c61-4d9d-9e89-33fd2d98dea2 --><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c4aaddb elementor-widget elementor-widget-heading\" data-id=\"c4aaddb\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">3) During the stay: clean folio and understandable charges<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a7bf816 elementor-widget elementor-widget-text-editor\" data-id=\"a7bf816\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>What to do:<\/p><ul><li>Record consumption with date\/time and clear descriptions.<\/li><li>Avoid \u201caggregate charges\u201d that are difficult to interpret (concepts that are too generic).<\/li><li>If POS or other systems are in place, ensure that traceability is retrievable (tickets, internal references).<\/li><li>For sensitive charges (e.g. damages), follow a clear procedure for communication and evidence.<\/li><\/ul><p>What to keep as evidence:<\/p><ul><li>Folio with clear lines and, where applicable, supports (signed tickets, internal evidence of consumption, notes with context).<\/li><li>PMS records of relevant incidents and their management.<\/li><\/ul><p>Objective: to avoid disputes over \u201cindecipherable\u201d or untraceable charges.<\/p><p><!-- notionvc: 6341e4a5-4d33-4b3a-815a-6360dd2c0f60 --><\/p><p><!-- notionvc: 347b2324-5c61-4d9d-9e89-33fd2d98dea2 --><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e67bb1f elementor-widget elementor-widget-heading\" data-id=\"e67bb1f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">4) Post-stay: fast check-in and pre-bank resolution channel<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a08eb14 elementor-widget elementor-widget-text-editor\" data-id=\"a08eb14\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>What to do:<\/p><ul><li>Send folio\/invoice quickly and provide a clear channel for queries.<\/li><li>Have a protocol for resolving incidents (correcting actual errors, clarifying charges and, where appropriate, refunding).<\/li><li>Maintain a decisive tone: the aim is that the customer does not need to go to the bank to feel listened to.<\/li><\/ul><p>What to keep as evidence:<\/p><ul><li>Sending of invoice\/portfolio (date\/time, addressee).<\/li><li>Resolution communications (what was agreed, what was returned if applicable).<\/li><\/ul><p>You will not always avoid a chargeback, but you will reduce escalations due to confusion and lack of response.<\/p><p><!-- notionvc: 4efcadf3-937a-4f0c-b6dd-90dcb1b06e6e --><\/p><p><!-- notionvc: 347b2324-5c61-4d9d-9e89-33fd2d98dea2 --><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e3f3cb5 elementor-widget elementor-widget-heading\" data-id=\"e3f3cb5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">What to do when a chargeback arrives: operational workflow for revenue<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-78c0a9e elementor-widget elementor-widget-text-editor\" data-id=\"78c0a9e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>When the notification arrives, it should be treated as urgent. Deadlines depend on the supplier\/acquirer and the payment network, but are usually tight.<\/p><p>Recommended operational flow:<\/p><ol><li><strong>Notification<\/strong>records the case (amount, date, channel, reason if reported).<\/li><li><strong>Rapid decision<\/strong>: accept or dispute.<\/li><li><strong>Gathering evidence<\/strong>: prepare a standard pack (see next section).<\/li><li><strong>Sending<\/strong>: responds to the payment provider's channels and formats in a timely manner.<\/li><li><strong>Follow-up<\/strong>records outcome and learnings (actual reason, channel, type of tariff).<\/li><\/ol><p>The key is to make it a repeatable process so that it does not depend on \u201cwho is there that day\u201d.<\/p><p><!-- notionvc: 1a0fee07-e708-48e9-b76e-88b9133c0aeb --><\/p><p><!-- notionvc: 347b2324-5c61-4d9d-9e89-33fd2d98dea2 --><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3a05755 elementor-widget elementor-widget-heading\" data-id=\"3a05755\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Criteria for deciding: accept vs. dispute (without wasting time)<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ba46e0e elementor-widget elementor-widget-text-editor\" data-id=\"ba46e0e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Practical guide:<\/p><ul><li><strong>Accept<\/strong> is usually reasonable if there is a real error on the part of the hotel:<ul><li>double charge or incorrect amount,<\/li><li>charge that does not correspond to what was agreed,<\/li><li>a refund was promised and not executed,<\/li><li>clear communication\/documentation failure.<\/li><\/ul><\/li><li><strong>Dispute<\/strong> makes sense if you can demonstrate clearly:<ul><li>conditions accepted (no-show, non-refundable, prepaid),<\/li><li>provision of the service (proof of stay),<\/li><li>consistency between what has been confirmed and what has been charged,<\/li><li>evidence of additional consumption\/charges (if applicable).<\/li><\/ul><\/li><\/ul><p>Operational caveat: in small hotels, cost-time is also important. Value amount, recurrence and probability of success. Disputing everything may consume resources without improving the overall result; accepting everything may encourage recurrence and systematic loss.<\/p><p><!-- notionvc: 8dee8272-10c1-46d1-b8d3-2f33d0823a18 --><\/p><p><!-- notionvc: 347b2324-5c61-4d9d-9e89-33fd2d98dea2 --><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6027ab3 elementor-widget elementor-widget-heading\" data-id=\"6027ab3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Most helpful evidence (and how to organise it from the PMS)<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1477fce elementor-widget elementor-widget-text-editor\" data-id=\"1477fce\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The determining factor in a dispute is often the quality and consistency of the evidence. That's why it pays to have a standard \u201cpack\u201d that you can quickly assemble from the PMS (and connected systems if applicable), without searching through scattered emails or informal notes.<\/p><p>A well-used PMS should be able to retrieve in an agile way: confirmation, policies applied, check-in\/out, folio, notes and communications linked to the booking.<\/p><p><!-- notionvc: 977b872a-db61-4f7c-9d67-6524e65aaf70 --><\/p><p><!-- notionvc: 347b2324-5c61-4d9d-9e89-33fd2d98dea2 --><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b79df48 elementor-widget elementor-widget-heading\" data-id=\"b79df48\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Minimum test package for most cases<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a13f747 elementor-widget elementor-widget-text-editor\" data-id=\"a13f747\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li>Booking confirmation (email, OTA document or engine confirmation).<\/li><li>Current applicable policy (cancellation\/no-show\/pre-payment) and evidence that it was visible\/accepted.<\/li><li>Detailed folio\/invoice (legible items, dates, amounts, taxes).<\/li><li>Proof of stay (check-in\/check-out register or equivalent operational evidence).<\/li><li>Identification or data verified according to hotel procedure (without exceeding internal regulations and policies).<\/li><li>Communications with the guest (clarifications, complaints and responses).<\/li><li>Evidence of consumption or additional charges if applicable (tickets, POS records, internal evidence, documentation of damage).<\/li><\/ul><p>Recommendation for prudence: retain and process this data in accordance with applicable laws and internal retention and privacy policies.<\/p><p><!-- notionvc: 422bd7ae-7dfe-4c2a-bc1e-81aa3239b011 --><\/p><p><!-- notionvc: 347b2324-5c61-4d9d-9e89-33fd2d98dea2 --><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e2635ec elementor-widget elementor-widget-heading\" data-id=\"e2635ec\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">How to avoid \u201cmismatching\u201d evidence between systems<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e6ab882 elementor-widget elementor-widget-text-editor\" data-id=\"e6ab882\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Many chargebacks are won or lost because of documentary inconsistencies, not because of the fact itself. Typical risks:<\/p><ul><li>Different policy in OTA\/engine vs. that in PMS.<\/li><li>Poorly mapped tariff plans (BAR vs. non-refundable) and inconsistent wording.<\/li><li>Taxes\/fees shown different (confirmation and folio do not match).<\/li><li>Folio with concepts that the customer cannot relate to what was contracted.<\/li><\/ul><p>Good practice:<\/p><ul><li>Periodic audit of policy templates and texts at all points (web, OTAs, PMS).<\/li><li>Review of tariff and typology mappings after seasonal changes or integrations.<\/li><li>Testing \u201cas a customer\u201d to see final price and conditions before peak demand.<\/li><\/ul><p><!-- notionvc: e8a5ff7d-3d11-4688-b7f9-f31c89c91d91 --><\/p><p><!-- notionvc: 347b2324-5c61-4d9d-9e89-33fd2d98dea2 --><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-002ec71 elementor-widget elementor-widget-heading\" data-id=\"002ec71\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Metrics to track to monitor the problem<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b5f80e6 elementor-widget elementor-widget-text-editor\" data-id=\"b5f80e6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>If you only treat chargebacks as isolated cases, you don't improve the system. A monthly mini-dashboard helps to see patterns and prioritise prevention:<\/p><ul><li>Ratio of chargebacks to transactions (or to reserves paid).<\/li><li>Charges per channel (direct vs. OTA, and per partner if applicable).<\/li><li>By fare type (prepaid\/non-refundable vs. flexible).<\/li><li>By reason (if known: no-show, fraud, not recognised, service not provided, etc.).<\/li><li>Average amount and dispersion (few large vs. many small cases).<\/li><li>Average resolution time.<\/li><li>% won vs lost in disputes.<\/li><\/ul><p>If the PMS does not offer it, a simple sheet with 10-20 cases already allows to see patterns and justify process adjustments.<\/p><p><!-- notionvc: 04ce31d2-47d5-4158-b561-2d269319fd1b --><\/p><p><!-- notionvc: 347b2324-5c61-4d9d-9e89-33fd2d98dea2 --><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-86d3562 elementor-widget elementor-widget-heading\" data-id=\"86d3562\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">How a well-configured PMS reduces chargebacks (without converting to sales)<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-017e3f8 elementor-widget elementor-widget-text-editor\" data-id=\"017e3f8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>A PMS alone does not prevent a customer from disputing a charge. What it can do, when properly configured and used with discipline, is reduce avoidable causes and speed up response:<\/p><ul><li><strong>Traceability<\/strong> reservation, changes and associated communications.<\/li><li><strong>Audit of changes<\/strong> (who changed a policy, fee or charge, and when).<\/li><li><strong>Centralisation<\/strong> of folios, notes and policies applied.<\/li><li><strong>Quick access<\/strong> to evidence to assemble the \u201cpack\u201d without chaos.<\/li><li>Integration with payments and status control where applicable (to reduce operational errors).<\/li><li><strong>Roles and permissions<\/strong> to avoid uncontrolled charges or changes.<\/li><\/ul><p>The impact for revenue is direct: fewer errors, less time spent on incidents and greater consistency between what is sold and what is collected.<\/p><p><!-- notionvc: 78cacc06-f5b3-41b5-aeb4-fb60bb96111f --><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2320b6c elementor-widget elementor-widget-heading\" data-id=\"2320b6c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Frequently asked questions about hotel chargebacks<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e8bd178 elementor-widget elementor-widget-n-accordion\" data-id=\"e8bd178\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;default_state&quot;:&quot;expanded&quot;,&quot;max_items_expended&quot;:&quot;one&quot;,&quot;n_accordion_animation_duration&quot;:{&quot;unit&quot;:&quot;ms&quot;,&quot;size&quot;:400,&quot;sizes&quot;:[]}}\" data-widget_type=\"nested-accordion.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"e-n-accordion\" aria-label=\"Accordion. Open links with Enter or Space, close with Escape, and navigate with Arrow Keys\">\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-2440\" class=\"e-n-accordion-item\" open>\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"1\" tabindex=\"0\" aria-expanded=\"true\" aria-controls=\"e-n-accordion-item-2440\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><h3 class=\"e-n-accordion-item-title-text\"> What exactly is a chargeback in a hotel? <\/h3><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-minus\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-plus\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-2440\" class=\"elementor-element elementor-element-d645a64 e-con-full e-flex e-con e-child\" data-id=\"d645a64\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-13cc145 elementor-widget elementor-widget-text-editor\" data-id=\"13cc145\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>A chargeback is the reversal of a payment initiated by the cardholder's bank at the request of the customer. It is not a refund: it is not initiated by the hotel. When the notification arrives, the hotel can accept or dispute it by providing evidence of the accepted conditions and\/or the service provided, depending on the payment provider's process.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-2441\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"2\" tabindex=\"-1\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-2441\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><h3 class=\"e-n-accordion-item-title-text\"> What are the most frequent causes of chargebacks in hotels? <\/h3><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-minus\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-plus\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-2441\" class=\"elementor-element elementor-element-4822ca8 e-con-full e-flex e-con e-child\" data-id=\"4822ca8\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-8f345a6 elementor-widget elementor-widget-text-editor\" data-id=\"8f345a6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The most common are often no-shows with poorly communicated policies, prepaid or non-refundable rates not understood, fraud or third party bookings, duplicate charges or incorrect amounts, charges for damages without sufficient evidence, and cases of \u201cI don't recognise the merchant\u201d due to confusion with the name on the statement.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-2442\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"3\" tabindex=\"-1\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-2442\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><h3 class=\"e-n-accordion-item-title-text\"> What do I do first when I receive a chargeback notice? <\/h3><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-minus\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-plus\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-2442\" class=\"elementor-element elementor-element-3792fc9 e-con-full e-flex e-con e-child\" data-id=\"3792fc9\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-565cb21 elementor-widget elementor-widget-text-editor\" data-id=\"565cb21\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>First confirm the case: amount, associated booking, channel and reason reported. Then check if there is a real error (double charge, incorrect amount, promised refund). Decide quickly whether to accept or dispute, gather evidence and respond according to your payment provider's instructions and deadlines, which may vary according to network and bank.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-2443\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"4\" tabindex=\"-1\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-2443\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><h3 class=\"e-n-accordion-item-title-text\"> What evidence is usually required to dispute a hotel chargeback? <\/h3><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-minus\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-plus\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-2443\" class=\"elementor-element elementor-element-c07a98f e-con-full e-flex e-con e-child\" data-id=\"c07a98f\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-da698ca elementor-widget elementor-widget-text-editor\" data-id=\"da698ca\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>They usually help with the booking confirmation, the applicable policy and evidence that it was visible\/accepted, proof of stay (check-in\/out), detailed folio or invoice with clear concepts, communications with the guest and proof of consumption or additional charges if applicable. Consistency between what is confirmed and what is charged is often crucial.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-2444\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"5\" tabindex=\"-1\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-2444\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><h3 class=\"e-n-accordion-item-title-text\"> Can a chargeback be avoided by offering a refund? <\/h3><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-minus\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-plus\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-2444\" class=\"elementor-element elementor-element-c6f7d1d e-con-full e-flex e-con e-child\" data-id=\"c6f7d1d\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-ee0f50d elementor-widget elementor-widget-text-editor\" data-id=\"ee0f50d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Sometimes prompt attention and a refund where appropriate reduce the likelihood that the customer will dispute the charge, especially if the dispute is due to confusion or error. However, it does not guarantee to stop a process already initiated by the bank. It is prudent to liaise with the payment provider to understand the status of the case.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-2445\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"6\" tabindex=\"-1\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-2445\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><h3 class=\"e-n-accordion-item-title-text\"> How do I reduce chargebacks for \u201cunrecognised charge\u201d on the statement? <\/h3><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-minus\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-plus\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-2445\" class=\"elementor-element elementor-element-44a41d6 e-con-full e-flex e-con e-child\" data-id=\"44a41d6\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7355cab elementor-widget elementor-widget-text-editor\" data-id=\"7355cab\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>It helps if the trade descriptor is recognisable and consistent with your business name, and that the customer receives clear communications: confirmation and a folio\/invoice with the final amount and a visible contact. If there are taxes or fees, these should be clearly explained. Consistency of amounts and concepts reduces confusion disputes.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-2446\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"7\" tabindex=\"-1\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-2446\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><h3 class=\"e-n-accordion-item-title-text\"> What should I register in the PMS to protect myself against disputes? <\/h3><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-minus\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-plus\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-2446\" class=\"elementor-element elementor-element-f341ccb e-con-full e-flex e-con e-child\" data-id=\"f341ccb\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-e0e4257 elementor-widget elementor-widget-text-editor\" data-id=\"e0e4257\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Record a minimum recoverable pack: booking confirmation, rate plan and policy applied, check-in\/out, detailed folio with clear concepts, notes and relevant communications, and evidence of consumption or additional charges where they exist. Traceability and auditing of changes helps demonstrate consistency between what is sold, what is rendered and what is charged.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7ae778bc elementor-widget elementor-widget-heading\" data-id=\"7ae778bc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">You may also be interested in<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-29ae1db6 meta-visibility-show title_position_default title_hover_border_default title-default img_hover_animation_default meta_position_default grid-hover-overlay-type-always tpg-el-box-border-enable tpg-border-bottom-disable elementor-widget elementor-widget-tpg-grid-layout\" data-id=\"29ae1db6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"tpg-grid-layout.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"rt-container-fluid rt-tpg-container tpg-el-main-wrapper clearfix grid-layout4-main\"\n\t\t\t id=\"rt-tpg-container-829966786\"\n\t\t\t data-layout=\"grid-layout4\"\n\t\t\t data-grid-style=\"tpg-full-height\"\n\t\t\t data-sc-id=\"elementor\"\n\t\t\t data-el-settings=''\n\t\t\t data-el-query=''\n\t\t\t data-el-path=''\n\t\t>\n\t\t\t\t\t\t<div class='tpg-header-wrapper'>\n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t<div data-title=\"Loading ...\" class=\"rt-row rt-content-loader grid-layout4 grid-behaviour tpg-full-height grid_layout_wrapper\">\n\t\t\t\t\n<div class=\"rt-col-md-4 rt-col-sm-6 rt-col-xs-12 default rt-grid-item\" data-id=\"7653\">\n\t<div class=\"rt-holder tpg-post-holder\">\n\t\t<div class=\"rt-detail rt-el-content-wrapper\">\n\t\t\t\t\t\t\t<div class=\"rt-img-holder tpg-el-image-wrap has-thumbnail\">\n\t\t\t\t\t<a data-id=\"7653\" href=\"https:\/\/leanhotelsystem.com\/en\/estrategias-de-fidelizacion-y-tarifas-especiales-en-hoteles-como-atraer-y-retener-huespedes\/\" class=\"tpg-post-link\" target=\"_self\">                        <img decoding=\"async\" src=\"https:\/\/leanhotelsystem.com\/wp-content\/uploads\/2025\/03\/las-mejores-estrategias-de-tarifas-para-fidelizar-clientes-768x576.webp\"\n                             class=\"rt-img-responsive\"\n                             width=\"768\"\n                             height=\"576\"\n                             alt=\"the best tariff strategies for customer loyalty\">\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\n\t\t<\/a>\n\t\t        <div class=\"overlay grid-hover-content\"><\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<div class=\"entry-title-wrapper\"><h3 class=\"entry-title\"><a data-id=\"7653\" 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href=\"https:\/\/leanhotelsystem.com\/en\/gestion-inteligente-de-tarifas-hoteleras-la-guia-completa-para-maximizar-ingresos\/\" class=\"tpg-post-link\" target=\"_self\">                        <img decoding=\"async\" src=\"https:\/\/leanhotelsystem.com\/wp-content\/uploads\/2025\/02\/tarifas-hoteleras-768x576.webp\"\n                             class=\"rt-img-responsive\"\n                             width=\"768\"\n                             height=\"576\"\n                             alt=\"smart hotel rate management\">\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\n\t\t<\/a>\n\t\t        <div class=\"overlay grid-hover-content\"><\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<div class=\"entry-title-wrapper\"><h3 class=\"entry-title\"><a data-id=\"7523\" href=\"https:\/\/leanhotelsystem.com\/en\/gestion-inteligente-de-tarifas-hoteleras-la-guia-completa-para-maximizar-ingresos\/\" class=\"tpg-post-link\" target=\"_self\">Smart hotel rate management, the complete guide to maximising revenues<\/a><\/h3><\/div>\n\t\t\t\t\t\t\t<div class=\"post-meta-tags rt-el-post-meta\">\n\t\t\t\t\t            <span class='date'>\n\t\t\t\t<i class='far fa-calendar-alt'><\/i>\t\t\t\t                    <a href=\"https:\/\/leanhotelsystem.com\/en\/2025\/02\/12\/\">\n\t\t\t\t\tFebruary 12, 2025\t\t\t\t<\/a>\n\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\n\t\t\t\t\t<\/div>\n\t<\/div>\n<\/div>\n\n<div class=\"rt-col-md-4 rt-col-sm-6 rt-col-xs-12 default rt-grid-item\" data-id=\"7414\">\n\t<div class=\"rt-holder tpg-post-holder\">\n\t\t<div class=\"rt-detail rt-el-content-wrapper\">\n\t\t\t\t\t\t\t<div class=\"rt-img-holder tpg-el-image-wrap has-thumbnail\">\n\t\t\t\t\t<a data-id=\"7414\" href=\"https:\/\/leanhotelsystem.com\/en\/que-es-una-tarifa-flexible-en-hoteles\/\" class=\"tpg-post-link\" target=\"_self\">                        <img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/leanhotelsystem.com\/wp-content\/uploads\/2025\/01\/Diferencias-precio-tarifa-flexible-no-reembolssable-768x432.webp\"\n                             class=\"rt-img-responsive\"\n                             width=\"768\"\n                             height=\"432\"\n                             alt=\"price differences tariffs\">\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\n\t\t<\/a>\n\t\t        <div class=\"overlay grid-hover-content\"><\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<div class=\"entry-title-wrapper\"><h3 class=\"entry-title\"><a data-id=\"7414\" href=\"https:\/\/leanhotelsystem.com\/en\/que-es-una-tarifa-flexible-en-hoteles\/\" class=\"tpg-post-link\" target=\"_self\">What is a flexible hotel tariff?<\/a><\/h3><\/div>\n\t\t\t\t\t\t\t<div class=\"post-meta-tags rt-el-post-meta\">\n\t\t\t\t\t            <span class='date'>\n\t\t\t\t<i class='far fa-calendar-alt'><\/i>\t\t\t\t                    <a href=\"https:\/\/leanhotelsystem.com\/en\/2025\/01\/10\/\">\n\t\t\t\t\tJanuary 10, 2025\t\t\t\t<\/a>\n\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\n\t\t\t\t\t<\/div>\n\t<\/div>\n<\/div>\n\t\t\t<\/div>\n\t\t\t\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4aa35993 e-n-tabs-mobile elementor-widget elementor-widget-n-tabs\" data-id=\"4aa35993\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;horizontal_scroll&quot;:&quot;disable&quot;}\" data-widget_type=\"nested-tabs.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"e-n-tabs\" data-widget-number=\"1252219283\" aria-label=\"Tabs. Open items with Enter or Space, close with Escape and navigate using the Arrow keys.\">\n\t\t\t<div class=\"e-n-tabs-heading\" role=\"tablist\">\n\t\t\t\t\t<button id=\"e-n-tab-title-12522192831\" data-tab-title-id=\"e-n-tab-title-12522192831\" class=\"e-n-tab-title\" aria-selected=\"true\" data-tab-index=\"1\" role=\"tab\" tabindex=\"0\" aria-controls=\"e-n-tab-content-12522192831\" style=\"--n-tabs-title-order: 1;\">\n\t\t\t\t\t\t<span class=\"e-n-tab-title-text\">\n\t\t\t\tEnergy saving\t\t\t<\/span>\n\t\t<\/button>\n\t\t\t\t<button id=\"e-n-tab-title-12522192832\" data-tab-title-id=\"e-n-tab-title-12522192832\" class=\"e-n-tab-title\" aria-selected=\"false\" data-tab-index=\"2\" role=\"tab\" tabindex=\"-1\" aria-controls=\"e-n-tab-content-12522192832\" style=\"--n-tabs-title-order: 2;\">\n\t\t\t\t\t\t<span class=\"e-n-tab-title-text\">\n\t\t\t\tReturn on investment\t\t\t<\/span>\n\t\t<\/button>\n\t\t\t\t<button id=\"e-n-tab-title-12522192833\" data-tab-title-id=\"e-n-tab-title-12522192833\" class=\"e-n-tab-title\" aria-selected=\"false\" data-tab-index=\"3\" role=\"tab\" tabindex=\"-1\" aria-controls=\"e-n-tab-content-12522192833\" style=\"--n-tabs-title-order: 3;\">\n\t\t\t\t\t\t<span class=\"e-n-tab-title-text\">\n\t\t\t\tEnergy regulation\t\t\t<\/span>\n\t\t<\/button>\n\t\t\t\t\t<\/div>\n\t\t\t<div class=\"e-n-tabs-content\">\n\t\t\t\t<div id=\"e-n-tab-content-12522192831\" role=\"tabpanel\" aria-labelledby=\"e-n-tab-title-12522192831\" data-tab-index=\"1\" style=\"--n-tabs-title-order: 1;\" class=\"e-active elementor-element elementor-element-76174fbb e-flex e-con-boxed e-con e-child\" data-id=\"76174fbb\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-40870a7b elementor-widget elementor-widget-text-editor\" data-id=\"40870a7b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Adopting measures such as LED lighting, zoned climate control systems, motion sensors and aerothermics can reduce energy consumption by up to 40%. In addition to reducing the carbon footprint, these changes have a direct economic impact.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div id=\"e-n-tab-content-12522192832\" role=\"tabpanel\" aria-labelledby=\"e-n-tab-title-12522192832\" data-tab-index=\"2\" style=\"--n-tabs-title-order: 2;\" class=\"elementor-element elementor-element-c6c6f1a e-flex e-con-boxed e-con e-child\" data-id=\"c6c6f1a\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-3a9f53fc elementor-widget elementor-widget-text-editor\" data-id=\"3a9f53fc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Investing in technology such as energy management systems (EMS) and home automation is a strategic investment. Hotels that have done so have recovered their investment in less than 3 years thanks to the reduction in energy costs. In our experience, connecting these systems to the PMS allows greater control, real-time reporting and better decisions.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div id=\"e-n-tab-content-12522192833\" role=\"tabpanel\" aria-labelledby=\"e-n-tab-title-12522192833\" data-tab-index=\"3\" style=\"--n-tabs-title-order: 3;\" class=\"elementor-element elementor-element-b2df5b1 e-flex e-con-boxed e-con e-child\" data-id=\"b2df5b1\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-59a29e81 elementor-widget elementor-widget-text-editor\" data-id=\"59a29e81\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Having certifications such as ISO 50001 or the European energy label not only guarantees regulatory compliance, but also provides brand value for guests who are increasingly committed to the environment.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3976c86 elementor-widget elementor-widget-text-editor\" data-id=\"3976c86\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><b>\ud83d\udccc Empathy<\/b><strong>:<\/strong> Empathy is key to understanding customers' needs, which in the hospitality industry is essential to developing long-lasting, trust-based relationships. A team that practices empathy is in a better position to address customer concerns effectively and to offer personalised solutions that increase satisfaction and loyalty.<\/p><p><strong>\ud83d\udccc Active listening:<\/strong> Related to empathy, active listening allows marketers to capture important details from conversations with customers. A team that listens can adapt its approach and offer solutions that truly address guests' concerns.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-27a6dcbf elementor-widget elementor-widget-n-accordion\" data-id=\"27a6dcbf\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;default_state&quot;:&quot;expanded&quot;,&quot;max_items_expended&quot;:&quot;one&quot;,&quot;n_accordion_animation_duration&quot;:{&quot;unit&quot;:&quot;ms&quot;,&quot;size&quot;:400,&quot;sizes&quot;:[]}}\" data-widget_type=\"nested-accordion.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"e-n-accordion\" aria-label=\"Accordion. Open links with Enter or Space, close with Escape, and navigate with Arrow Keys\">\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-6650\" class=\"e-n-accordion-item\" open>\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"1\" tabindex=\"0\" aria-expanded=\"true\" aria-controls=\"e-n-accordion-item-6650\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><h3 class=\"e-n-accordion-item-title-text\"> Adaptability in the sales process <\/h3><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-minus\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-plus\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-6650\" class=\"elementor-element elementor-element-78e20f33 e-con-full e-flex e-con e-child\" data-id=\"78e20f33\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-d27e558 elementor-widget elementor-widget-text-editor\" data-id=\"d27e558\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Adaptability allows sales teams to adjust their strategies according to customer trends and preferences. In a changing marketplace, it is vital that the sales team responds quickly to customer expectations, maximising conversion opportunities.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-5bcc124b e-grid e-con-full e-con e-child\" data-id=\"5bcc124b\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7f14aab3 hfe-post-info-layout-inline elementor-widget elementor-widget-post-info-widget\" data-id=\"7f14aab3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"post-info-widget.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"hfe-post-info-inline hfe-post-info-items hfe-post-info\">\n\t\t\t\t\t<li class=\"hfe-post-info-item elementor-repeater-item-191a4c3 hfe-post-info-inline-item\" itemprop=\"datePublished\"> \n\t\t\t\t\t\t\t<a href=\"https:\/\/leanhotelsystem.com\/en\/2025\/01\/10\/\">\n\t\t\t\n\t\t\t\t\t\t<span class=\"hfe-post-info-icon\">\n\t\t\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-far-calendar-alt\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M148 288h-40c-6.6 0-12-5.4-12-12v-40c0-6.6 5.4-12 12-12h40c6.6 0 12 5.4 12 12v40c0 6.6-5.4 12-12 12zm108-12v-40c0-6.6-5.4-12-12-12h-40c-6.6 0-12 5.4-12 12v40c0 6.6 5.4 12 12 12h40c6.6 0 12-5.4 12-12zm96 0v-40c0-6.6-5.4-12-12-12h-40c-6.6 0-12 5.4-12 12v40c0 6.6 5.4 12 12 12h40c6.6 0 12-5.4 12-12zm-96 96v-40c0-6.6-5.4-12-12-12h-40c-6.6 0-12 5.4-12 12v40c0 6.6 5.4 12 12 12h40c6.6 0 12-5.4 12-12zm-96 0v-40c0-6.6-5.4-12-12-12h-40c-6.6 0-12 5.4-12 12v40c0 6.6 5.4 12 12 12h40c6.6 0 12-5.4 12-12zm192 0v-40c0-6.6-5.4-12-12-12h-40c-6.6 0-12 5.4-12 12v40c0 6.6 5.4 12 12 12h40c6.6 0 12-5.4 12-12zm96-260v352c0 26.5-21.5 48-48 48H48c-26.5 0-48-21.5-48-48V112c0-26.5 21.5-48 48-48h48V12c0-6.6 5.4-12 12-12h40c6.6 0 12 5.4 12 12v52h128V12c0-6.6 5.4-12 12-12h40c6.6 0 12 5.4 12 12v52h48c26.5 0 48 21.5 48 48zm-48 346V160H48v298c0 3.3 2.7 6 6 6h340c3.3 0 6-2.7 6-6z\"><\/path><\/svg>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t<span class=\"hfe-post-info-text hfe-post-info__item hfe-post-info__item--type-date\">\n\t\t\t\n\t\t\t\t\t\t\tJanuary 10, 2025\t\t\t\t\t<\/span>\n\t\t\n\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t<\/li>\n\t\t\t\t<li class=\"hfe-post-info-item elementor-repeater-item-da36491 hfe-post-info-inline-item\" itemprop=\"author\"> \n\t\t\t\t\t\t\t<a href=\"https:\/\/leanhotelsystem.com\/en\/author\/lean-hotel-system-seo\/\">\n\t\t\t\n\t\t\t\t\t\t<span class=\"hfe-post-info-icon\">\n\t\t\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-far-user-circle\" viewbox=\"0 0 496 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M248 104c-53 0-96 43-96 96s43 96 96 96 96-43 96-96-43-96-96-96zm0 144c-26.5 0-48-21.5-48-48s21.5-48 48-48 48 21.5 48 48-21.5 48-48 48zm0-240C111 8 0 119 0 256s111 248 248 248 248-111 248-248S385 8 248 8zm0 448c-49.7 0-95.1-18.3-130.1-48.4 14.9-23 40.4-38.6 69.6-39.5 20.8 6.4 40.6 9.6 60.5 9.6s39.7-3.1 60.5-9.6c29.2 1 54.7 16.5 69.6 39.5-35 30.1-80.4 48.4-130.1 48.4zm162.7-84.1c-24.4-31.4-62.1-51.9-105.1-51.9-10.2 0-26 9.6-57.6 9.6-31.5 0-47.4-9.6-57.6-9.6-42.9 0-80.6 20.5-105.1 51.9C61.9 339.2 48 299.2 48 256c0-110.3 89.7-200 200-200s200 89.7 200 200c0 43.2-13.9 83.2-37.3 115.9z\"><\/path><\/svg>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t<span class=\"hfe-post-info-text hfe-post-info__item hfe-post-info__item--type-author\">\n\t\t\t\n\t\t\t\t\t\t\tLean Hotel System\t\t\t\t\t<\/span>\n\t\t\n\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t<\/li>\n\t\t\t\t<li class=\"hfe-post-info-item elementor-repeater-item-0b41359 hfe-post-info-inline-item\"> \n\t\t\t\n\t\t\t\t\t\t<span class=\"hfe-post-info-icon\">\n\t\t\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-far-clock\" viewbox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M256 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default rt-grid-item post-7414 post type-post status-publish format-standard has-post-thumbnail hentry category-estrategia-y-fundamentos category-gestion-hotelera-pms category-tarifas-y-politicas-de-cancelacion tag-lean-hotel-system\"        data-id=\"7414\">\n    <div class=\"rt-holder tpg-post-holder\">\n        <div class=\"rt-detail rt-el-content-wrapper\">\n\t\t\t\n\t\t\t<div class=\"entry-title-wrapper\"><h3 class=\"entry-title\"><a data-id=\"7414\" href=\"https:\/\/leanhotelsystem.com\/en\/que-es-una-tarifa-flexible-en-hoteles\/\" class=\"tpg-post-link\" target=\"_self\">What is a flexible hotel tariff?<\/a><\/h3><\/div>\n\t\t\t\n\n\t\t\t\n\t\t\t        <\/div>\n    <\/div>\n<\/div>\n\t\t\t<\/div>\n\t\t\t\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>Inicio Devoluci\u00f3n de cargo en hoteles: qu\u00e9 es, por qu\u00e9 pasa y c\u00f3mo gestionarla Una devoluci\u00f3n de cargo (chargeback o [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":10542,"comment_status":"open","ping_status":"open","sticky":false,"template":"elementor_header_footer","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"disabled","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center 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center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[141,138,169],"tags":[42],"class_list":["post-10541","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-estrategia-y-fundamentos","category-gestion-hotelera-pms","category-tarifas-y-politicas-de-cancelacion","tag-lean-hotel-system"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Devoluci\u00f3n de cargo en hoteles: causas, y c\u00f3mo gestionarla \ud83e\uddfe\ud83c\udfe8<\/title>\n<meta name=\"description\" content=\"Qu\u00e9 es una devoluci\u00f3n de cargo en hoteles, por qu\u00e9 ocurre y c\u00f3mo reducirla: pol\u00edticas claras, evidencias, procesos y uso del PMS para proteger ingresos. \u2705\" \/>\n<meta name=\"robots\" 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