How do I dispute a hotel overcharge?

The first step in disputing hotel charges is to contact the hotel directly. Call the front desk or speak to a manager to discuss the issue. Clearly explain the charges you are disputing and provide any relevant details. It's important to remain calm and polite during this conversation to maintain a positive dialogue.



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Provide any documentation that supports your claim – receipts, emails, notes from conversations. Request a chargeback to remove the charge and be credited to your account. The credit card issuer will contact the merchant (hotel) to investigate the disputed charge.

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If a hotel refuses to refund customer payments, the Federal Trade Commission (FTC) may step in via an enforcement action.

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The bottom line
Businesses cannot charge your credit card without authorization. Hotels will typically get your authorization to place a hold on your card for your stay at the time you check in.

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Here's how:
  1. Log in to the Extranet.
  2. Click Inbox, then Booking.com messages.
  3. Click See contact options.
  4. Click Finance (invoice and payments), then Dispute invoices as the topic.
  5. Click See all contact options , then Message.
  6. Write the reservation number that you're disputing in the text field.


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If the hotel finds out that you have more people staying in the room than you originally booked for, they may charge you extra fees or even ask you to leave the hotel. To avoid any issues, it's best to be upfront with the hotel about how many people will be staying in the room.

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Experts say most places will offer you a refund if you have a reasonable excuse. If you are stuck with a nonrefundable room, try changing the date of your reservation. Some hotels will let you move the date of your stay if you ask. You can also resell your room and get your money back that way.

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This is usually done to cover any additional charges that may have been incurred during your stay such as room service or other incidentals.

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Experts say most places will offer you a refund if you have a reasonable excuse. If you are stuck with a nonrefundable room, try changing the date of your reservation. Some hotels will let you move the date of your stay if you ask. You can also resell your room and get your money back that way.

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Nonrefundable bookings When you cancel, you simply won't receive a refund. Just a heads-up that the hotel or vacation rental may charge you an additional cancellation fee.

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At check-out. The final time when a hotel is likely to charge your credit card — and the time at which most hotels require payment — is when you check out. In most cases, the hotel will charge the credit card on file at this time. However, the hotel may give you the option of paying with a different credit card.

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