Getting double-charged by a hotel can be frustrating and create financial headaches. Whether it’s an accidental duplicate charge or unfair billing practices, you’ll want to act swiftly to get the extra charges reversed. Don’t panic – with the right steps, you can get the situation resolved.

If you’re short on time, here’s a quick answer: If a hotel charges your card twice, first call the hotel to explain the issue and request a refund. If they refuse, contact your bank to dispute the charges and potentially receive a provisional credit while investigating.

Call the Hotel First

If you find yourself in a situation where a hotel has charged you twice, the first thing you should do is pick up the phone and call the hotel directly. This is the quickest and most efficient way to resolve the issue.

By speaking to someone from the hotel, you can explain the situation and work towards a resolution.

Speak to Billing or Manager Directly

When you call the hotel, try to speak to someone in the billing department or a manager. These individuals are usually the most knowledgeable and have the authority to make any necessary adjustments to your account.

Be polite and patient when explaining the double charge, as they will be more inclined to help if you maintain a calm demeanor.

Explain Charges, Dates, Amounts

When talking to the hotel staff, be prepared to provide them with specific details about the charges, including dates and amounts. This will help them locate the transactions in question and understand the problem more clearly.

It’s important to be as accurate as possible to ensure a smooth resolution.

Request Refund or Credit

Once you have explained the situation, politely request a refund or credit for the duplicate charge. Most hotels have policies in place to handle these types of situations and will be willing to rectify the mistake.

If the hotel is unable or unwilling to provide a refund, you can consider escalating the issue by speaking to a higher-level manager or contacting your credit card company for assistance.

Remember, mistakes happen, and it’s crucial to approach the situation with a calm and understanding attitude. By calling the hotel first and following these steps, you increase your chances of resolving the double charge in a timely manner.

Gather Supporting Documentation

Print Out Bank/Credit Card Statements

When dealing with a situation where a hotel has charged you twice, it is crucial to gather all the necessary documentation to support your claim. One of the first things you should do is print out your bank or credit card statements that show the duplicate charges.

This will serve as concrete evidence when you approach the hotel for a refund. Make sure to highlight or circle the transactions in question to make it easier for the hotel staff to identify the issue.

Save Email/Booking Confirmations

In addition to bank statements, it is also important to save any email or booking confirmations you received from the hotel. These confirmations will provide further evidence of your original booking and payment.

If possible, try to find the confirmation email that includes details such as the booking reference number and the amount you were initially charged. This will help the hotel staff verify your claim and expedite the refund process.

Track Interactions with Hotel Staff

Throughout the process of resolving the double charge issue, it is essential to keep a record of all your interactions with the hotel staff. Take note of the date and time of each conversation, the names of the staff members you spoke to, and a summary of what was discussed.

This will not only help you stay organized but also provide a reference point if any discrepancies arise later on. If possible, consider taking notes during the conversation or sending a follow-up email summarizing the discussion to create a paper trail.

Gathering supporting documentation is crucial when dealing with a double charge situation at a hotel. By printing out bank/credit card statements, saving email/booking confirmations, and tracking interactions with hotel staff, you will have a strong case to present to the hotel for a refund.

Remember to stay organized and document every step of the process to ensure a smooth resolution.

File a Dispute with Your Bank

If you find yourself in the unfortunate situation of being charged twice by a hotel, one of the first steps you should take is to file a dispute with your bank. This is an important step in ensuring that you are not unfairly charged for a service you did not receive.

Dispute Each Duplicate Charge

When filing a dispute with your bank, it is crucial to dispute each duplicate charge separately. This will help ensure that your bank understands the full extent of the issue and can take appropriate action.

Be sure to provide detailed information about the charges, including the date, amount, and any other relevant details.

Provide Documentation to Bank

When filing a dispute, it is important to provide any documentation or evidence you have that supports your claim. This can include receipts, confirmation emails, or any other relevant documents. The more evidence you can provide, the stronger your case will be.

Additionally, it may be helpful to provide a written explanation of the situation, detailing why you believe you were charged twice and why you should not be responsible for the duplicate charges. This can help your bank understand the issue more clearly and make a more informed decision.

Ask About Provisional Credit Options

While your bank investigates the dispute, it is worth asking them about any provisional credit options that may be available to you. Provisional credit is a temporary credit that can be given to you while the investigation is ongoing.

This can be particularly helpful if you are in need of immediate funds.

It’s important to note that each bank may have different policies and procedures when it comes to filing a dispute and requesting provisional credit. Therefore, it’s always a good idea to contact your specific bank and inquire about their specific process.

For more information on how to file a dispute with your bank, you can visit the Consumer Financial Protection Bureau website. They provide helpful resources and guidance on how to navigate the dispute process.

Be Persistent and Escalate It

Discovering that a hotel has charged you twice can be frustrating and inconvenient. However, there are steps you can take to resolve the issue. One of the most important things to remember is to be persistent and escalate the matter if necessary.

Keep Calling Hotel Management

If you notice a duplicate charge on your bank statement or credit card, don’t hesitate to contact the hotel directly. It’s essential to remain calm and polite during these conversations, as the hotel staff is more likely to assist you if you approach the situation with a positive attitude.

Explain the situation clearly and provide any evidence you may have, such as receipts or transaction details. If the hotel staff can’t resolve the issue immediately, don’t give up. Keep calling and following up until you get a satisfactory response.

Contact Corporate Customer Service

If the hotel management is unresponsive or unable to resolve the double charge, reach out to the hotel’s corporate customer service department. Look for their contact information on the hotel’s official website or through a quick online search.

When contacting corporate, explain the situation and include any conversations or attempts you’ve made to resolve the issue with the hotel directly. Corporate customer service teams are often more equipped to handle complex situations and may have the authority to reverse the duplicate charge promptly.

Leave Online Reviews Detailing Issue

If all else fails, consider leaving online reviews detailing your experience with the hotel and the double charge issue. Many hotels value their reputation and strive to maintain positive customer feedback.

By sharing your experience on popular review platforms, you may grab the hotel management’s attention and prompt them to address the issue promptly. Be sure to provide accurate and factual information in your reviews, avoiding any exaggerated or false claims.

Remember, being persistent and escalating the issue can increase your chances of resolving the double charge problem. By keeping calm, contacting hotel management, reaching out to corporate customer service, and leaving online reviews, you can take proactive steps towards rectifying the situation and ensuring a satisfactory resolution.

Request Formal Mediation If Needed

If you find yourself in a situation where a hotel has charged you twice and your attempts to resolve the issue directly with the hotel have been unsuccessful, it may be time to consider requesting formal mediation.

Mediation is a process in which a neutral third party helps facilitate a resolution between you and the hotel.

Involve Credit Card Company or Banks

One of the first steps you can take is to contact your credit card company or bank to inform them about the double charge. They may be able to assist you in resolving the issue by initiating a chargeback, which is a reversal of the duplicate charge.

Be prepared to provide documentation such as your hotel reservation confirmation and proof of the duplicate charge.

File Complaint with Better Business Bureau

If your attempts to resolve the issue through your credit card company or bank are unsuccessful, another option is to file a complaint with the Better Business Bureau (BBB). The BBB is a nonprofit organization that helps consumers resolve disputes with businesses.

By filing a complaint, you can bring attention to the situation and potentially get assistance in reaching a resolution.

Pursue Legal Action as Last Resort

If all else fails and you have exhausted all other options, you may need to consider pursuing legal action as a last resort. Consult with an attorney to understand your rights and options in such a situation.

Keep in mind that pursuing legal action can be time-consuming and costly, so it should only be considered as a final course of action.


No one should have to pay double for a hotel stay. If you find duplicate charges, act quickly to dispute them by contacting the hotel and your bank, providing documentation, and persistently following up.

With concerted effort and escalation to management, corporate offices, mediators or legal channels if necessary, you can successfully get unfair hotel charges reversed.

Similar Posts