At Click. 2023 Miami, Sydney Stanback, a Senior Manager on...
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a guest is saying we double charged them but we have not.
Oliver Wähner stayed last Thursday on May 12th
In these cases, when the guest reaches out about this to you or to our customer service team, we will ask them for proof of the double charge.
If they can send that in and the proof meets the requirements, we will ask the property to refund, unless they have sent in proof that there was not a double charge.
I hope this helps!