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We are a villa management handle villas in Bali
We had fake guest on last April, which the guest made reservation with us and 1 week after check out the system cancel booking and i'm not sure why this can did. After double check with should be honestly i'm not happy with the reason it's not sense!!! And because the guest report charge back to bank and we did send all evidence to our merchant as support also hotel support from but didn't work. So disappointed! 

Is somebody been at this trouble? 

Some feedback would be great!

Many thanks,

2 Replies

Leandri Klopper

Hi Siska,

Welcome to the forum.

I just want to ask, did the booking get cancelled from your Extranet? Eg. It shows Cancelled on

There are many posts and opinions on banks being able to revert the payments we processed back to the card holder. Our concessus so far is that needs to insert a Tickbox where the guest agrees to us taking payment which we can show to the bank when they want to reverse the payment.

Hope to hear from you again!

1 year ago
Asad Chaudary

Hello Siska

You'll find on this forum that a few of us have been in this situation before. You rightfully process the fee for a no-show or cancellation, only for the guest to report it to their bank as being fraudulent or unauthorised. In this situation, your bank will more often than not (or at least in my case) have to reimburse the money back to the guest. You can provide all the supporting documents you want, but if the transaction was processed without and explicit consent or the guest, or without the physical card being present, the odds are stacked against you.

It sucks, I know.

1 year ago