{"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":"retrofacturation-des-hotels","status":"publish","type":"post","link":"https:\/\/leanhotelsystem.com\/fr\/devolucion-de-cargo-en-hoteles\/","title":{"rendered":"Les r\u00e9trocessions h\u00f4teli\u00e8res : ce qu'elles sont, pourquoi elles se produisent et comment les g\u00e9rer"},"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=\"Fil d&#039;Ariane\"><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\/fr\"><span class=\"hfe-breadcrumbs-text\">Accueil<\/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\">Les r\u00e9trocessions h\u00f4teli\u00e8res : ce qu'elles sont, pourquoi elles se produisent et comment les g\u00e9rer<\/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>Une r\u00e9trofacturation est l'un de ces \u00e9v\u00e9nements qui, dans un petit h\u00f4tel, a un impact qui va au-del\u00e0 du montant contest\u00e9. Il implique g\u00e9n\u00e9ralement une perte de revenus, d'\u00e9ventuelles commissions associ\u00e9es (en fonction du fournisseur et du cas) et un temps op\u00e9rationnel pour r\u00e9pondre avec des preuves dans les d\u00e9lais. En outre, il fausse les pr\u00e9visions s'il n'est pas bien enregistr\u00e9 et analys\u00e9 : la r\u00e9servation \u201ccompt\u00e9e\u201d comme un revenu est ensuite annul\u00e9e.<\/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=\"r\u00e9trofacturation des h\u00f4tels\" 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>Il convient de faire la distinction avec le d\u00e9but d'un remboursement, car le contr\u00f4le et le processus sont diff\u00e9rents. Et par prudence, n'oubliez pas que les d\u00e9lais, les raisons et les exigences varient en fonction de la banque \u00e9mettrice, du r\u00e9seau de paiement et de l'acqu\u00e9reur\/du prestataire de paiement. Dans les cas complexes ou r\u00e9currents, il est conseill\u00e9 de s'appuyer sur son prestataire de paiement et, le cas \u00e9ch\u00e9ant, sur un conseil juridique.<\/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\">Pas un remboursement : diff\u00e9rence entre remboursement et r\u00e9trofacturation<\/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>Remboursement<\/strong> \u00e0 l'initiative de l'h\u00f4tel : vous d\u00e9cidez de rembourser un montant (en tout ou en partie) et l'ex\u00e9cutez par l'interm\u00e9diaire de votre prestataire de services de paiement, conform\u00e9ment \u00e0 votre politique et \u00e0 l'accord conclu avec le client.<\/p><p>A <strong>r\u00e9trofacturation<\/strong> est initi\u00e9 par le titulaire de la carte via sa banque. La banque communique le litige et l'h\u00f4tel (g\u00e9n\u00e9ralement par l'interm\u00e9diaire de l'acqu\u00e9reur\/du prestataire de paiement) peut :<\/p><ul><li><strong>Accepter<\/strong> la r\u00e9trofacturation (ne pas la contester), ou<\/li><li><strong>Le contester<\/strong>, Le client doit fournir des preuves de ce qui a \u00e9t\u00e9 convenu et\/ou du service fourni.<\/li><\/ul><p>Point important : la mention \u201cd\u00e9j\u00e0 rembours\u00e9\u201d ne signifie pas toujours que l'affaire est close. Si le client initie lui-m\u00eame une r\u00e9trofacturation, une notification peut encore arriver et vous devrez la traiter conform\u00e9ment \u00e0 la proc\u00e9dure du fournisseur.<\/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\">Quand les r\u00e9trocessions sont-elles le plus souvent d\u00e9clench\u00e9es dans les petits h\u00f4tels ?<\/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>Dans les petits h\u00f4tels, la plupart des impay\u00e9s sont concentr\u00e9s dans des situations qui sont tr\u00e8s reconnaissables dans les op\u00e9rations quotidiennes :<\/p><ul><li><strong>Absences<\/strong> avec des politiques mal expliqu\u00e9es ou peu visibles au moment de la r\u00e9servation.<\/li><li><strong>Pr\u00e9pay\u00e9 ou non remboursable<\/strong> communiqu\u00e9s de mani\u00e8re confuse (ou avec des textes diff\u00e9rents d'un canal \u00e0 l'autre).<\/li><li><strong>Frais de dommages, de nettoyage ou de p\u00e9nalit\u00e9s<\/strong> sans preuves suffisantes ou sans communication pr\u00e9alable claire.<\/li><li><strong>Divergences en mati\u00e8re de taxes et de redevances<\/strong> (le client s'attendait \u00e0 un total diff\u00e9rent de celui qui lui a \u00e9t\u00e9 factur\u00e9).<\/li><li><strong>R\u00e9serves de tiers<\/strong> (d\u00e9tenteur autre que l'invit\u00e9) o\u00f9 l'on pr\u00e9tend alors \u201cje ne reconnais pas l'achat\u201d.<\/li><li><strong>Duplicit\u00e9 des charges<\/strong> (double facturation, pr\u00e9-autorisation interpr\u00e9t\u00e9e comme une facturation finale, ou erreurs op\u00e9rationnelles).<\/li><li><strong>\u201cJe ne reconnais pas le commerce\u201d.\u201d<\/strong> parce que le nom figurant sur le relev\u00e9 ne correspond pas au nom de l'entreprise dont le client se souvient.<\/li><\/ul><p>La bonne nouvelle, c'est que nombre de ces cas ne n\u00e9cessitent pas \u201cplus de technologie\u201d, mais une meilleure coh\u00e9rence de l'information et de la 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\">Signes pr\u00e9curseurs de risque avant l'arriv\u00e9e de la r\u00e9trofacturation<\/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>Il y a souvent des signes qui permettent d'intervenir avant que le client ne se rende \u00e0 la banque :<\/p><ul><li>Plaintes concernant des \u201cfrais surprises\u201d ou des diff\u00e9rences entre ce qui a \u00e9t\u00e9 confirm\u00e9 et ce qui a \u00e9t\u00e9 factur\u00e9.<\/li><li>Les clients qui demandent avec insistance des preuves ou qui remettent en question la politique \u00e0 la derni\u00e8re minute.<\/li><li>Contestations intenses en cas de non-pr\u00e9sentation, de paiement anticip\u00e9 ou d'annulation dans les 24-48 heures.<\/li><li>Divergences entre la confirmation (courrier\/OTA) et le folio (concepts, taxes, r\u00e9gime).<\/li><li>Les r\u00e9servations comportant des donn\u00e9es incompl\u00e8tes ou incoh\u00e9rentes (propri\u00e9taire, courriel, t\u00e9l\u00e9phone, pays) qui rendent difficile la validation de l'identit\u00e9 ou de la communication.<\/li><\/ul><p>L'intervention utile est g\u00e9n\u00e9ralement double : communiquer clairement (ce qui sera factur\u00e9 et pourquoi) et documenter (laisser des preuves de ce qui a \u00e9t\u00e9 communiqu\u00e9 et du 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\">Causes profondes : 80% provient de la communication, des preuves et de la coh\u00e9rence des accusations.<\/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>Sans entrer dans les r\u00e8gles sp\u00e9cifiques des r\u00e9seaux de paiement, dans le domaine de l'hospitalit\u00e9, la plupart des r\u00e9trocessions s'expliquent par trois raisons qui peuvent \u00eatre prises en compte :<\/p><ol><li><p><strong>Le client n'a pas compris les conditions<\/strong><\/p><p>Les politiques d'annulation\/de non-pr\u00e9sentation, de pr\u00e9paiement ou de frais suppl\u00e9mentaires n'\u00e9taient pas visibles ou n'\u00e9taient pas les m\u00eames sur tous les canaux.<\/p><\/li><li><p><strong>L'h\u00f4tel ne peut pas prouver ce qui a \u00e9t\u00e9 convenu ou ce qui a \u00e9t\u00e9 emprunt\u00e9.<\/strong><\/p><p>Il manque la confirmation stock\u00e9e, la preuve de s\u00e9jour, le folio d\u00e9taill\u00e9 ou la preuve de la consommation\/du dommage.<\/p><\/li><li><p><strong>Le montant factur\u00e9 ne correspond pas \u00e0 ce que le client a vu ou \u00e0 ce dont il se souvient.<\/strong><\/p><p>Diff\u00e9rences de montant, de taxe, de concept ou de descripteur dans l'\u00e9tat qui n'est pas comptabilis\u00e9.<\/p><\/li><\/ol><p>Dans la pratique, de nombreuses r\u00e9trocessions sont consid\u00e9r\u00e9es comme des contestations de frais, des fraudes ou des all\u00e9gations de service non fourni. Votre champ d'action consiste \u00e0 r\u00e9duire la confusion, \u00e0 renforcer les preuves et \u00e0 assurer la coh\u00e9rence.<\/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\">Pr\u00e9vention en 4 points du parcours de l'invit\u00e9<\/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>Dans les petits h\u00f4tels, la pr\u00e9vention fonctionne mieux lorsqu'elle est int\u00e9gr\u00e9e au processus. Pour chaque moment, il est important de d\u00e9finir ce qu'il faut faire et ce qu'il faut garder comme preuve.<\/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) Lors de la r\u00e9servation : conditions visibles et confirmation coh\u00e9rente<\/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>Ce qu'il faut faire :<\/p><ul><li>Afficher les politiques d'annulation et de non-pr\u00e9sentation de mani\u00e8re visible (pas de texte \u201ccach\u00e9\u201d).<\/li><li>Pr\u00e9cisez s'il s'agit d'un service pr\u00e9pay\u00e9, non remboursable ou flexible, et dans quelles conditions.<\/li><li>Indiquer le r\u00e9gime et le traitement de l'imp\u00f4t\/la taxe avec une ventilation de base.<\/li><li>Veillez \u00e0 ce que le nom du magasin que le client verra (descripteur) soit reconnaissable.<\/li><li>Maintenir la coh\u00e9rence politique entre les moteurs\/OTA et le PMS (m\u00eame sens, m\u00eames termes cl\u00e9s).<\/li><\/ul><p>Ce qu'il faut garder comme preuve :<\/p><ul><li>Courriel ou confirmation de r\u00e9servation avec les conditions (et la version\/date si les textes sont mis \u00e0 jour).<\/li><li>Enregistrement du plan tarifaire et de la politique appliqu\u00e9e dans le PMS.<\/li><li>Capture ou copie du texte de la politique actuelle si votre op\u00e9ration l'exige.<\/li><\/ul><p>Objectif : r\u00e9duire le nombre d'imputations pour \u201cje ne savais pas\u201d ou \u201cje n'ai pas \u00e9t\u00e9 inform\u00e9\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) Avant l'enregistrement : validation et pr\u00e9-autorisations avec discr\u00e9tion<\/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>Ce qu'il faut faire :<\/p><ul><li>Si des pr\u00e9-autorisations\/d\u00e9p\u00f4ts sont utilis\u00e9s, ils doivent \u00eatre align\u00e9s sur la politique de l'h\u00f4tel et expliqu\u00e9s de mani\u00e8re compr\u00e9hensible (montant, raison, quand cela devient une charge ou est lib\u00e9r\u00e9).<\/li><li>Valider les donn\u00e9es de base des clients et la coh\u00e9rence de la propri\u00e9t\u00e9 conform\u00e9ment \u00e0 la proc\u00e9dure de l'h\u00f4tel (sans en faire un processus complexe).<\/li><li>Coordonner la proc\u00e9dure avec le prestataire de services de paiement afin d'\u00e9viter les erreurs op\u00e9rationnelles (par exemple, les diff\u00e9rences entre l'autorisation pr\u00e9alable et le d\u00e9bit final).<\/li><\/ul><p>Ce qu'il faut garder comme preuve :<\/p><ul><li>Communication envoy\u00e9e au client (le cas \u00e9ch\u00e9ant) concernant les d\u00e9p\u00f4ts\/pr\u00e9-autorisations.<\/li><li>Enregistrement dans le PMS des notes op\u00e9rationnelles (ce qui a \u00e9t\u00e9 expliqu\u00e9, quand et par quel canal).<\/li><\/ul><p>Objectif : minimiser la fraude et les malentendus sans g\u00e9n\u00e9rer de frictions inutiles.<\/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) Pendant le s\u00e9jour : nettoyer le dossier et comprendre les frais.<\/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>Ce qu'il faut faire :<\/p><ul><li>Enregistrer la consommation avec la date et l'heure et des descriptions claires.<\/li><li>\u00c9viter les \u201cfrais globaux\u201d difficiles \u00e0 interpr\u00e9ter (concepts trop g\u00e9n\u00e9riques).<\/li><li>Si des syst\u00e8mes de points de vente ou autres sont en place, s'assurer que la tra\u00e7abilit\u00e9 peut \u00eatre retrouv\u00e9e (tickets, r\u00e9f\u00e9rences internes).<\/li><li>Pour les accusations sensibles (par exemple, les dommages et int\u00e9r\u00eats), suivez une proc\u00e9dure claire pour la communication et les preuves.<\/li><\/ul><p>Ce qu'il faut garder comme preuve :<\/p><ul><li>Folio avec des lignes claires et, le cas \u00e9ch\u00e9ant, des supports (tickets sign\u00e9s, preuves internes de consommation, notes avec contexte).<\/li><li>Enregistrement dans le PMS des incidents pertinents et de leur gestion.<\/li><\/ul><p>Objectif : \u00e9viter les litiges li\u00e9s \u00e0 des frais \u201cind\u00e9chiffrables\u201d ou non tra\u00e7ables.<\/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) Apr\u00e8s le s\u00e9jour : enregistrement rapide et canal de r\u00e9solution pr\u00e9-bancaire<\/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>Ce qu'il faut faire :<\/p><ul><li>Envoyer rapidement le folio\/la facture et fournir un canal clair pour les demandes de renseignements.<\/li><li>Disposer d'un protocole de r\u00e9solution des incidents (correction des erreurs r\u00e9elles, clarification des frais et, le cas \u00e9ch\u00e9ant, remboursement).<\/li><li>Maintenir un ton ferme : l'objectif est que le client n'ait pas besoin de se rendre \u00e0 la banque pour se sentir \u00e9cout\u00e9.<\/li><\/ul><p>Ce qu'il faut garder comme preuve :<\/p><ul><li>Envoi de la facture\/du portefeuille (date\/heure, destinataire).<\/li><li>Communications relatives \u00e0 la r\u00e9solution (ce qui a \u00e9t\u00e9 convenu, ce qui a \u00e9t\u00e9 renvoy\u00e9 le cas \u00e9ch\u00e9ant).<\/li><\/ul><p>Vous n'\u00e9viterez pas toujours une r\u00e9trofacturation, mais vous r\u00e9duirez les escalades dues \u00e0 la confusion et \u00e0 l'absence de r\u00e9ponse.<\/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\">Que faire en cas de r\u00e9trofacturation : flux de travail op\u00e9rationnel pour les recettes<\/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>Lorsque la notification arrive, elle doit \u00eatre consid\u00e9r\u00e9e comme urgente. Les d\u00e9lais d\u00e9pendent du fournisseur\/acqu\u00e9reur et du r\u00e9seau de paiement, mais ils sont g\u00e9n\u00e9ralement serr\u00e9s.<\/p><p>D\u00e9bit op\u00e9rationnel recommand\u00e9 :<\/p><ol><li><strong>Notification<\/strong>enregistre le cas (montant, date, canal, raison si rapport\u00e9e).<\/li><li><strong>D\u00e9cision rapide<\/strong>: accepter ou contester.<\/li><li><strong>Rassembler des preuves<\/strong>Pour l'instant, il s'agit de pr\u00e9parer un paquet standard (voir la section suivante).<\/li><li><strong>Envoi<\/strong>Le syst\u00e8me de gestion des paiements : r\u00e9pond aux canaux et aux formats du prestataire de paiement en temps voulu.<\/li><li><strong>Suivi<\/strong>enregistre les r\u00e9sultats et les enseignements (raison r\u00e9elle, canal, type de tarif).<\/li><\/ol><p>L'essentiel est d'en faire un processus reproductible afin qu'il ne d\u00e9pende pas de \u201cqui est l\u00e0 ce jour-l\u00e0\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\">Crit\u00e8res de d\u00e9cision : accepter ou contester (sans perdre de temps)<\/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>Guide pratique :<\/p><ul><li><strong>Accepter<\/strong> est g\u00e9n\u00e9ralement raisonnable s'il s'agit d'une v\u00e9ritable erreur de la part de l'h\u00f4tel :<ul><li>un double pr\u00e9l\u00e8vement ou un montant erron\u00e9,<\/li><li>qui ne correspond pas \u00e0 ce qui a \u00e9t\u00e9 convenu,<\/li><li>un remboursement a \u00e9t\u00e9 promis et n'a pas \u00e9t\u00e9 effectu\u00e9,<\/li><li>d\u00e9faut de communication\/documentation claire.<\/li><\/ul><\/li><li><strong>Diff\u00e9rend<\/strong> a du sens si vous pouvez le d\u00e9montrer clairement :<ul><li>conditions accept\u00e9es (non pr\u00e9sentation, non remboursable, pr\u00e9pay\u00e9),<\/li><li>la prestation de service (preuve de s\u00e9jour),<\/li><li>coh\u00e9rence entre ce qui a \u00e9t\u00e9 confirm\u00e9 et ce qui a \u00e9t\u00e9 incrimin\u00e9,<\/li><li>la preuve de la consommation\/des frais suppl\u00e9mentaires (le cas \u00e9ch\u00e9ant).<\/li><\/ul><\/li><\/ul><p>Mise en garde op\u00e9rationnelle : dans les petits h\u00f4tels, le co\u00fbt-temps est \u00e9galement important. Valoriser le montant, la r\u00e9currence et la probabilit\u00e9 de succ\u00e8s. Tout contester risque de consommer des ressources sans am\u00e9liorer le r\u00e9sultat global ; tout accepter risque d'encourager la r\u00e9currence et la perte syst\u00e9matique.<\/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\">Preuves les plus utiles (et comment les organiser \u00e0 partir du 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>Le facteur d\u00e9terminant dans un litige est souvent la qualit\u00e9 et la coh\u00e9rence des preuves. C'est pourquoi il est utile de disposer d'un \u201cdossier\u201d standard que vous pouvez rapidement assembler \u00e0 partir du PMS (et des syst\u00e8mes connexes le cas \u00e9ch\u00e9ant), sans avoir \u00e0 chercher dans des courriels \u00e9pars ou des notes informelles.<\/p><p>Un PMS bien utilis\u00e9 devrait \u00eatre en mesure d'extraire de mani\u00e8re agile : la confirmation, les politiques appliqu\u00e9es, l'enregistrement\/le d\u00e9part, le folio, les notes et les communications li\u00e9es \u00e0 la r\u00e9servation.<\/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\">Paquet de tests minimum pour la plupart des cas<\/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>Confirmation de la r\u00e9servation (courriel, document OTA ou confirmation du moteur).<\/li><li>Politique actuelle applicable (annulation\/no-show\/pr\u00e9paiement) et preuve qu'elle a \u00e9t\u00e9 visible\/accept\u00e9e.<\/li><li>Folio\/facture d\u00e9taill\u00e9(e) (\u00e9l\u00e9ments lisibles, dates, montants, taxes).<\/li><li>Preuve de s\u00e9jour (registre d'entr\u00e9e et de sortie ou preuve op\u00e9rationnelle \u00e9quivalente).<\/li><li>Identification ou donn\u00e9es v\u00e9rifi\u00e9es conform\u00e9ment \u00e0 la proc\u00e9dure de l'h\u00f4tel (sans d\u00e9passer les r\u00e8gles et politiques internes).<\/li><li>Communications avec le client (clarifications, plaintes et r\u00e9ponses).<\/li><li>Preuve de la consommation ou des frais suppl\u00e9mentaires, le cas \u00e9ch\u00e9ant (tickets, registres des points de vente, preuves internes, documentation des dommages).<\/li><\/ul><p>Recommandation de prudence : conserver et traiter ces donn\u00e9es conform\u00e9ment aux lois applicables et aux politiques internes de conservation et de protection de la vie priv\u00e9e.<\/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\">Comment \u00e9viter de faire correspondre les preuves d'un syst\u00e8me \u00e0 l'autre ?<\/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>De nombreuses r\u00e9trocessions sont gagn\u00e9es ou perdues en raison d'incoh\u00e9rences documentaires, et non en raison du fait lui-m\u00eame. Risques typiques :<\/p><ul><li>Politique diff\u00e9rente selon qu'il s'agit d'OTA\/moteur ou de PMS.<\/li><li>Plans tarifaires mal cartographi\u00e9s (BAR ou non remboursable) et formulation incoh\u00e9rente.<\/li><li>Les taxes affich\u00e9es sont diff\u00e9rentes (la confirmation et le folio ne correspondent pas).<\/li><li>Folio avec des concepts que le client ne peut pas relier \u00e0 ce qui a \u00e9t\u00e9 contract\u00e9.<\/li><\/ul><p>Bonnes pratiques :<\/p><ul><li>Audit p\u00e9riodique des mod\u00e8les et textes de politique \u00e0 tous les niveaux (web, OTA, PMS).<\/li><li>R\u00e9vision des cartographies tarifaires et typologiques apr\u00e8s les changements saisonniers ou les int\u00e9grations.<\/li><li>Essai \u201cen tant que client\u201d pour voir le prix et les conditions d\u00e9finitifs avant le pic de la demande.<\/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\">Mesures \u00e0 suivre pour contr\u00f4ler le probl\u00e8me<\/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>Si vous traitez les r\u00e9trocessions comme des cas isol\u00e9s, vous n'am\u00e9liorez pas le syst\u00e8me. Un mini-tableau de bord mensuel permet d'identifier les tendances et de donner la priorit\u00e9 \u00e0 la pr\u00e9vention :<\/p><ul><li>Rapport entre les r\u00e9trocessions et les transactions (ou les r\u00e9serves pay\u00e9es).<\/li><li>Frais par canal (direct vs. OTA, et par partenaire le cas \u00e9ch\u00e9ant).<\/li><li>Par type de tarif (pr\u00e9pay\u00e9\/non remboursable ou flexible).<\/li><li>Par motif (s'il est connu : non pr\u00e9sentation, fraude, non reconnu, service non fourni, etc.).<\/li><li>Montant moyen et dispersion (quelques grands cas par rapport \u00e0 de nombreux petits cas).<\/li><li>Temps de r\u00e9solution moyen.<\/li><li>% a gagn\u00e9 contre perdu dans les litiges.<\/li><\/ul><p>Si le PMS ne le permet pas, une simple feuille de 10 \u00e0 20 cas permet d\u00e9j\u00e0 de voir les tendances et de justifier les ajustements de processus.<\/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\">Comment un PMS bien configur\u00e9 r\u00e9duit les r\u00e9trocessions (sans les convertir en ventes)<\/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>Un PMS n'emp\u00eache pas \u00e0 lui seul un client de contester une facture. Ce qu'il peut faire, lorsqu'il est correctement configur\u00e9 et utilis\u00e9 avec discipline, c'est r\u00e9duire les causes \u00e9vitables et acc\u00e9l\u00e9rer la r\u00e9ponse :<\/p><ul><li><strong>Tra\u00e7abilit\u00e9<\/strong> les r\u00e9servations, les modifications et les communications associ\u00e9es.<\/li><li><strong>Audit des changements<\/strong> (qui a modifi\u00e9 une politique, un droit ou une taxe, et quand).<\/li><li><strong>Centralisation<\/strong> de folios, de notes et de politiques appliqu\u00e9es.<\/li><li><strong>Acc\u00e8s rapide<\/strong> \u00e0 l'\u00e9vidence pour assembler la \u201cmeute\u201d sans chaos.<\/li><li>Int\u00e9gration avec les paiements et le contr\u00f4le du statut le cas \u00e9ch\u00e9ant (pour r\u00e9duire les erreurs op\u00e9rationnelles).<\/li><li><strong>R\u00f4les et autorisations<\/strong> afin d'\u00e9viter des frais ou des changements incontr\u00f4l\u00e9s.<\/li><\/ul><p>L'impact sur les recettes est direct : moins d'erreurs, moins de temps pass\u00e9 sur les incidents et une plus grande coh\u00e9rence entre ce qui est vendu et ce qui est collect\u00e9.<\/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\">Questions fr\u00e9quemment pos\u00e9es sur les r\u00e9trocessions dans les h\u00f4tels<\/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=\"Accord\u00e9on. Ouvrez les liens avec Enter ou Space, fermez-les avec Escape et naviguez avec les touches fl\u00e9ch\u00e9es.\">\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\"> Qu'est-ce qu'une r\u00e9trofacturation dans un h\u00f4tel ? <\/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>Une r\u00e9trofacturation est l'annulation d'un paiement initi\u00e9e par la banque du titulaire de la carte \u00e0 la demande du client. Il ne s'agit pas d'un remboursement : l'h\u00f4tel n'en est pas \u00e0 l'origine. Lorsque la notification arrive, l'h\u00f4tel peut l'accepter ou la contester en fournissant des preuves des conditions accept\u00e9es et\/ou du service fourni, selon la proc\u00e9dure du prestataire de paiement.<\/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\"> Quelles sont les causes les plus fr\u00e9quentes de r\u00e9trofacturation dans les h\u00f4tels ? <\/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>Les cas les plus fr\u00e9quents sont les suivants : non-pr\u00e9sentation en raison de politiques mal communiqu\u00e9es, tarifs pr\u00e9pay\u00e9s ou non remboursables mal compris, fraudes ou r\u00e9servations par des tiers, frais en double ou montants incorrects, frais pour dommages sans preuves suffisantes, et cas de \u201cje ne reconnais pas le commer\u00e7ant\u201d en raison d'une confusion avec le nom figurant sur le relev\u00e9 de compte.<\/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\"> Que dois-je faire en premier lieu lorsque je re\u00e7ois un avis de r\u00e9trofacturation ? <\/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>Confirmez d'abord le cas : montant, r\u00e9servation associ\u00e9e, canal et raison signal\u00e9e. V\u00e9rifiez ensuite s'il s'agit d'une v\u00e9ritable erreur (double pr\u00e9l\u00e8vement, montant erron\u00e9, remboursement promis). D\u00e9cidez rapidement d'accepter ou de contester, rassemblez les preuves et r\u00e9pondez selon les instructions et les d\u00e9lais de votre prestataire de paiement, qui peuvent varier selon le r\u00e9seau et la banque.<\/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\"> Quelles sont les preuves g\u00e9n\u00e9ralement requises pour contester une r\u00e9trofacturation d'un h\u00f4tel ? <\/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>Ils aident g\u00e9n\u00e9ralement avec la confirmation de la r\u00e9servation, la politique applicable et la preuve qu'elle a \u00e9t\u00e9 visible\/accept\u00e9e, la preuve du s\u00e9jour (check-in\/out), le folio d\u00e9taill\u00e9 ou la facture avec des concepts clairs, les communications avec le client et la preuve de la consommation ou des frais suppl\u00e9mentaires, le cas \u00e9ch\u00e9ant. La coh\u00e9rence entre ce qui est confirm\u00e9 et ce qui est factur\u00e9 est souvent cruciale.<\/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\"> Peut-on \u00e9viter une r\u00e9trofacturation en offrant un remboursement ? <\/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>Parfois, une attention rapide et un remboursement le cas \u00e9ch\u00e9ant r\u00e9duisent la probabilit\u00e9 que le client conteste le pr\u00e9l\u00e8vement, en particulier si la contestation est due \u00e0 une confusion ou \u00e0 une erreur. Toutefois, cela ne garantit pas l'arr\u00eat d'une proc\u00e9dure d\u00e9j\u00e0 entam\u00e9e par la banque. Il est prudent de prendre contact avec le prestataire de services de paiement pour conna\u00eetre l'\u00e9tat d'avancement du dossier.<\/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\"> Comment r\u00e9duire les r\u00e9trocessions pour \u201cfrais non comptabilis\u00e9s\u201d sur le relev\u00e9 ? <\/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>Il est utile que le descripteur commercial soit reconnaissable et coh\u00e9rent avec le nom de votre entreprise, et que le client re\u00e7oive des communications claires : une confirmation et un folio\/facture avec le montant final et un contact visible. S'il y a des taxes ou des frais, ils doivent \u00eatre clairement expliqu\u00e9s. La coh\u00e9rence des montants et des concepts r\u00e9duit les risques de confusion.<\/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\"> Que dois-je enregistrer dans le PMS pour me prot\u00e9ger contre les litiges ? <\/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>Enregistrez un dossier minimum r\u00e9cup\u00e9rable : confirmation de r\u00e9servation, plan tarifaire et politique appliqu\u00e9e, check-in\/out, folio d\u00e9taill\u00e9 avec des concepts clairs, notes et communications pertinentes, et preuve de consommation ou de frais suppl\u00e9mentaires le cas \u00e9ch\u00e9ant. La tra\u00e7abilit\u00e9 et l'audit des changements permettent de d\u00e9montrer la coh\u00e9rence entre ce qui est vendu, ce qui est rendu et ce qui est factur\u00e9.<\/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\">Vous pouvez \u00e9galement \u00eatre int\u00e9ress\u00e9 par<\/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-385572477\"\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\/fr\/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=\"les meilleures strat\u00e9gies tarifaires pour fid\u00e9liser les clients\">\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\" href=\"https:\/\/leanhotelsystem.com\/fr\/estrategias-de-fidelizacion-y-tarifas-especiales-en-hoteles-como-atraer-y-retener-huespedes\/\" class=\"tpg-post-link\" target=\"_self\">Strat\u00e9gies de fid\u00e9lisation et tarifs h\u00f4teliers sp\u00e9ciaux, comment attirer et fid\u00e9liser les clients<\/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\/fr\/2025\/03\/14\/\">\n\t\t\t\t\t14 mars 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=\"7523\">\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=\"7523\" href=\"https:\/\/leanhotelsystem.com\/fr\/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=\"gestion intelligente des tarifs h\u00f4teliers\">\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\/fr\/gestion-inteligente-de-tarifas-hoteleras-la-guia-completa-para-maximizar-ingresos\/\" class=\"tpg-post-link\" target=\"_self\">Gestion intelligente des tarifs h\u00f4teliers, le guide complet pour maximiser les revenus<\/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\/fr\/2025\/02\/12\/\">\n\t\t\t\t\t12 f\u00e9vrier 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\/fr\/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=\"diff\u00e9rences de prix tarifs\">\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\/fr\/que-es-una-tarifa-flexible-en-hoteles\/\" class=\"tpg-post-link\" target=\"_self\">Qu'est-ce qu'un tarif h\u00f4telier flexible ?<\/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\/fr\/2025\/01\/10\/\">\n\t\t\t\t\t10 janvier 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=\"Onglets. Ouvrez des \u00e9l\u00e9ments avec Enter ou Space, fermez-les avec Escape et naviguez \u00e0 l&#039;aide des touches fl\u00e9ch\u00e9es.\">\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\t\u00c9conomie d'\u00e9nergie\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\tRetour sur investissement\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\tR\u00e9glementation de l'\u00e9nergie\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>L'adoption de mesures telles que l'\u00e9clairage LED, les syst\u00e8mes de contr\u00f4le climatique par zones, les d\u00e9tecteurs de mouvement et l'a\u00e9rothermie peut r\u00e9duire la consommation d'\u00e9nergie jusqu'\u00e0 40%. Outre la r\u00e9duction de l'empreinte carbone, ces changements ont un impact \u00e9conomique direct.<\/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>Investir dans des technologies telles que les syst\u00e8mes de gestion de l'\u00e9nergie (EMS) et la domotique est un investissement strat\u00e9gique. Les h\u00f4tels qui l'ont fait ont r\u00e9cup\u00e9r\u00e9 leur investissement en moins de 3 ans gr\u00e2ce \u00e0 la r\u00e9duction des co\u00fbts \u00e9nerg\u00e9tiques. D'apr\u00e8s notre exp\u00e9rience, la connexion de ces syst\u00e8mes au PMS permet un meilleur contr\u00f4le, des rapports en temps r\u00e9el et de meilleures d\u00e9cisions.<\/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>Les certifications telles que ISO 50001 ou le label \u00e9nerg\u00e9tique europ\u00e9en garantissent non seulement le respect de la r\u00e9glementation, mais elles valorisent \u00e9galement la marque aupr\u00e8s des clients qui sont de plus en plus attach\u00e9s \u00e0 l'environnement.<\/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 Empathie<\/b><strong>:<\/strong> L'empathie est essentielle pour comprendre les besoins des clients, ce qui, dans le secteur de l'h\u00f4tellerie et de la restauration, est indispensable pour d\u00e9velopper des relations durables et bas\u00e9es sur la confiance. Une \u00e9quipe qui pratique l'empathie est mieux \u00e0 m\u00eame de r\u00e9pondre efficacement aux pr\u00e9occupations des clients et d'offrir des solutions personnalis\u00e9es qui augmentent la satisfaction et la fid\u00e9lit\u00e9.<\/p><p><strong>\ud83d\udccc \u00c9coute active :<\/strong> Li\u00e9e \u00e0 l'empathie, l'\u00e9coute active permet aux sp\u00e9cialistes du marketing de saisir les d\u00e9tails importants des conversations avec les clients. Une \u00e9quipe qui \u00e9coute peut adapter son approche et proposer des solutions qui r\u00e9pondent vraiment aux pr\u00e9occupations des clients.<\/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=\"Accord\u00e9on. Ouvrez les liens avec Enter ou Space, fermez-les avec Escape et naviguez avec les touches fl\u00e9ch\u00e9es.\">\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\"> Adaptabilit\u00e9 dans le processus de vente <\/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>La capacit\u00e9 d'adaptation permet aux \u00e9quipes de vente d'ajuster leurs strat\u00e9gies en fonction des tendances et des pr\u00e9f\u00e9rences des clients. Dans un march\u00e9 en constante \u00e9volution, il est essentiel que l'\u00e9quipe de vente r\u00e9ponde rapidement aux attentes des clients, afin de maximiser les opportunit\u00e9s de conversion.<\/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\/fr\/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\t10 janvier 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\/fr\/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\tSyst\u00e8me h\u00f4telier all\u00e9g\u00e9\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\" 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class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/www.linkedin.com\/company\/lean-hotels-cars-management-systems\">\n\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fab-linkedin\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 32H31.9C14.3 32 0 46.5 0 64.3v383.4C0 465.5 14.3 480 31.9 480H416c17.6 0 32-14.5 32-32.3V64.3c0-17.8-14.4-32.3-32-32.3zM135.4 416H69V202.2h66.5V416zm-33.2-243c-21.3 0-38.5-17.3-38.5-38.5S80.9 96 102.2 96c21.2 0 38.5 17.3 38.5 38.5 0 21.3-17.2 38.5-38.5 38.5zm282.1 243h-66.4V312c0-24.8-.5-56.7-34.5-56.7-34.6 0-39.9 27-39.9 54.9V416h-66.4V202.2h63.7v29.2h.9c8.9-16.8 30.6-34.5 62.9-34.5 67.2 0 79.7 44.3 79.7 101.9V416z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Suivez-nous sur Linkedin et ne manquez rien !<\/span>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\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<div class=\"elementor-element elementor-element-4a63be82 e-con-full e-flex e-con e-child\" data-id=\"4a63be82\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-7644adad e-con-full e-flex e-con e-child\" data-id=\"7644adad\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-282ba361 elementor-view-default elementor-widget elementor-widget-icon\" data-id=\"282ba361\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<div class=\"elementor-icon\">\n\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-far-calendar-check\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M400 64h-48V12c0-6.627-5.373-12-12-12h-40c-6.627 0-12 5.373-12 12v52H160V12c0-6.627-5.373-12-12-12h-40c-6.627 0-12 5.373-12 12v52H48C21.49 64 0 85.49 0 112v352c0 26.51 21.49 48 48 48h352c26.51 0 48-21.49 48-48V112c0-26.51-21.49-48-48-48zm-6 400H54a6 6 0 0 1-6-6V160h352v298a6 6 0 0 1-6 6zm-52.849-200.65L198.842 404.519c-4.705 4.667-12.303 4.637-16.971-.068l-75.091-75.699c-4.667-4.705-4.637-12.303.068-16.971l22.719-22.536c4.705-4.667 12.303-4.637 16.97.069l44.104 44.461 111.072-110.181c4.705-4.667 12.303-4.637 16.971.068l22.536 22.718c4.667 4.705 4.636 12.303-.069 16.97z\"><\/path><\/svg>\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-7b3e77ac elementor-widget elementor-widget-heading\" data-id=\"7b3e77ac\" 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\">DEMANDEZ VOTRE D\u00c9MO AUJOURD'HUI<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-78a14d10 elementor-widget elementor-widget-text-editor\" data-id=\"78a14d10\" 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>D\u00e9couvrez comment le syst\u00e8me Lean Hotel peut transformer votre entreprise h\u00f4teli\u00e8re<\/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-4f593c4e elementor-align-center elementor-widget elementor-widget-button\" data-id=\"4f593c4e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/leanhotelsystem.com\/fr\/contact\/\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">DEMANDEZ VOTRE D\u00c9MO GRATUITE !<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-37318239 e-con-full e-flex e-con e-child\" data-id=\"37318239\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-4b50a7ca e-con-full e-flex e-con e-child\" data-id=\"4b50a7ca\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7b2957c7 elementor-widget elementor-widget-heading\" data-id=\"7b2957c7\" 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\">Articles connexes<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2d6b9536 title_position_default title_hover_border_default title-default tpg-el-box-border-enable tpg-border-bottom-disable elementor-widget elementor-widget-tpg-grid-layout\" data-id=\"2d6b9536\" 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-layout1-main\"\n\t\t\t id=\"rt-tpg-container-247069453\"\n\t\t\t data-layout=\"grid-layout1\"\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-layout1 grid-behaviour tpg-full-height grid_layout_wrapper\">\n\t\t\t\t<div class=\"rt-col-md-12 rt-col-sm-6 rt-col-xs-12 default rt-grid-item post-7653 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=\"7653\">\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=\"7653\" href=\"https:\/\/leanhotelsystem.com\/fr\/estrategias-de-fidelizacion-y-tarifas-especiales-en-hoteles-como-atraer-y-retener-huespedes\/\" class=\"tpg-post-link\" target=\"_self\">Strat\u00e9gies de fid\u00e9lisation et tarifs h\u00f4teliers sp\u00e9ciaux, comment attirer et fid\u00e9liser les clients<\/a><\/h3><\/div>\n\t\t\t\n\n\t\t\t\n\t\t\t        <\/div>\n    <\/div>\n<\/div>\n<div class=\"rt-col-md-12 rt-col-sm-6 rt-col-xs-12 default rt-grid-item post-7523 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=\"7523\">\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=\"7523\" href=\"https:\/\/leanhotelsystem.com\/fr\/gestion-inteligente-de-tarifas-hoteleras-la-guia-completa-para-maximizar-ingresos\/\" class=\"tpg-post-link\" target=\"_self\">Gestion intelligente des tarifs h\u00f4teliers, le guide complet pour maximiser les revenus<\/a><\/h3><\/div>\n\t\t\t\n\n\t\t\t\n\t\t\t        <\/div>\n    <\/div>\n<\/div>\n<div class=\"rt-col-md-12 rt-col-sm-6 rt-col-xs-12 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\/fr\/que-es-una-tarifa-flexible-en-hoteles\/\" class=\"tpg-post-link\" target=\"_self\">Qu'est-ce qu'un tarif h\u00f4telier flexible ?<\/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 center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center 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