Incorrect charge

A guest complains that he was charged by Booking.com and by the property. You see in the reservation that the payment was facilitated by Booking.com. What do you do?

• You contact the property and ask if they charged the guest. If they confirm that they charged, you can open the ticket Request refund after double charge (PBB)

• You inform the guest to send us the proof of charge so you can investigate further

• The property is the one in charge of the refund

Cindy complains about an overcharge, she claims that the property overcharged her for 100 EUR. The guest already checked out. You send the claim to the property. The property states that indeed they mistakenly charged and that they have refunded already.

• You inform the guest that the refund is processed, and you resolve the complaint

• You thank the property for their answer, however, we need a proof of refund to resolve the complaint.

• All answers correct

• None of them are correct, we do not cover incorrect charges after check out

Is the pending transaction a charge?

• True

• False

Incorrect charge can be reported:

• Before stay

• After stay

• During stay

• all of the above

• none of the above

If the property does not answer the second attempt on the 3-2-D, and it already passed 2 days what should you do

• My next steps will be: talk to my TL or Senior to request for approval and once the approval is there, I can escalate the reservation to the Seniors for payout

• I escalate the reservation so the seniors can investigate further