Our Bank reversing payments for Non Refundable Bookings
Earlier this week and again today our Bank has advised 2 payments taken for Non Refundable bookings would be reversed.
One of these bookings was a No Show, (but nevertheless a Non Refundable booking) whereby the Guest who failed to advise cancellation, claimed to his bank the payment taken by us was not authorized, as we processed the charge as a Motto or card not present. Despite our providing all relevant documentation from Booking.com and ourselves the Bank agreed with the Customer and processed a reversal to our account.
Today we have received another letter from our Bank advising the need for documentation where a charge is in dispute, despite the Guest staying in the Hotel. Having spoken to the Bank I am advised if any payment is processed without the credit card being present it can be reversed with or without notice.
Has any other property encounted this situation or is this just the attitude/policy of Australian banks? I would very much welcome any feedback or comments.