1. When taking phone reservations, be sure your reservation agent documents that they confirmed the cancel policy and penalty with the guest. (In our closing script, this is provided before the confirmation number to ensure the guest is still listening and actually hears the policy instead of tuning us out.) It only takes a second to write a reservation note. Train them to do this immediately, while on the call, to ensure the change log records the note during the reservation process. Print and provide this in the event of a chargeback.

2. Review your confirmation letters to be sure they address all key items required to both assist the guest and provide an effective ground for a chargeback.

3. If the guest books in advance of the cancel policy, send a pre-stay email recapping the confirmed reservation and providing additional information on your hotel. This is a great time to reach out for some upselling or additional marketing efforts as well.

4. Issue a no-show or a cancellation letter that recaps the confirmed reservation and a folio detailing the penalty charge incurred. Most business travelers will need this for their expense reports anyway. Save your accounting team some time and make your business seem more transparent by being proactive with the penalty fee receipts.

If you are unsure what to include in your letters, check with your bank for more information. Visa has published a great guide for hoteliers (http://usa.visa.com/download/merchants/visa-acceptance-guide-lodging-industry.pdf) that identifies the items required on a confirmation to ensure a successful chargeback dispute.

With a confirmation letter, pre-stay email, and post-stay receipt/no-show letter/cancelation letter, it’s extremely difficult for a guest to dispute a no-show charge or a cancel penalty as anything other than fraudulent use of thier card, and even that can be disputed through confirmed communications.

I hope that helps.