Hotels

Fraud prevention

Use secure transaction methods.

• CHIP & PIN or contactless for in-person check-ins. 
• 3D Secure for online bookings. 
• Encourage in-person payments at check-in to reduce risk. 

Check receipts for mismatch between entry method and what actually happened — void any suspicious transaction. Disable manual entry if not needed for MOTO transactions and switch instead to secure pay-by-link methods where possible. Use fraud filters and Address Verification Service (AVS)/Network Access Control (NAC) checks. If the check fails, consider declining the payment. Use Code 10 for suspicious transactions — call for voice authorisation.

Watch out for bookings where the guest and cardholder differ, especially from OTAs or corporate accounts. Consider using virtual cards for OTA payments to avoid cardholder disputes. Pre-authorise cards with 3D Secure for no-show bookings to reduce fraud exposure. Don’t assume third-party bookings are safe — always confirm identity and cardholder consent at the time of service. Never refund to a different card, even if a customer claims their card is lost or blocked. Ask them to raise a chargeback if needed

Authorisation issues

Don’t force transactions if the card is declined. Make sure you follow prompts carefully: if a voice referral is requested, call the number provided. Don’t treat it as a PIN request.

Use authorisation codes only when issued by the system, never accept authorisation codes from customers. Use authorisation codes only once and don’t reuse or reverse codes after a transaction has been completed. Follow terminal instructions — if referral is requested, call the number and input the code provided.

Avoid splitting payments to bypass limits. Avoid pre-authorising debit cards (except minimal verification amounts), as they often lead to processing problems. Complete pre-auths for exact amounts or use separate charges for extras like damage or minibar use.

Processing errors

Always use the correct refund method, onto the same payment card.

• “Void” or “Reversal” for open batch transactions.
• Full refund for closed batch issues.
• Use the same currency chosen by the customer and display the conversion rate clearly at the point of sale.

Monitor for duplicate transactions using Elavon Connect and issue prompt refunds if any are found. Respond with full documentation for duplicate charges or “paid by other means” claims — invoices, receipts, and system logs. Issue itemised invoices that clearly match each transaction and payment.

Customer disputes

Record all complaints and resolutions, including upgrades, refunds, and any goodwill gestures. Be transparent about issues like building works, closed amenities, or disruptions. Notify guests and offer compensation or discounts proactively.

Document responses to complaints such as cleanliness, noise, or facilities — include photos or maintenance logs if applicable. Use clear and enforceable non-refundable policies, with proper disclosures and demonstrate customer acceptance at booking. Include Ts & Cs and refund policies with each dispute response.

Explain clearly why a refund isn’t due, e.g. for no-shows or policy-based cancellations. Keep all guest correspondence, including emails, messages, and reviews, to show satisfaction or resolution.

For add-on charges (e.g. damage/cleaning):

• Only valid proof is either a card-present transaction or a signed/written consent following an invoice.
• If police were involved, collect and retain reports to support your case.