Booking number: ***
The guest booked a room on 16/04/2019, 5 min. after that, she cancelled it. as non refundable policy we made the payment as usual.
Today 26/06/2019 we have received an email from her bank rejecting this payment.
The guest contacted us as well, explaining the reasons why she has cancelled the booking 5 minutes after her reservation.
As I could check, the last invoice has been emitted and paid, So, we would like to know how can we sort this out, Unfortunately her bank does not accept a partial refund. As far as we know, we will need a credit note for this reservation (comission) and then we can proceed with the full refund to her account.
Please let me know, what option do we have.
Hotel St. Clair