Royal Crown Distributing

Guest [redacted] booked two rooms on his own using Choicehotels.com. Both of the rooms were booked at different time, so this was not an accident.  Choice Hotels have designed their website and its terms and conditions according to Credit Cards requirements.  Guest is...

prompted/notified around seven times if they choose to book Advance Purchase Rate reservation which can not be modified or cancelled and the system places the charge right away. Some time after we received a chargeback notice from our credit card processor and the disputed amount ($342.64) was reversed until the case was resolved.  Our processor had requested for documentation since the charges were reported as fraudulent. Filled out the chargeback form and terms and condition from Choice Hotels were submitted to prove that we did not make this reservation and guest did it on his own. Guest arrived on the day of the reservation and immediately demanded that we provide cash, check or credit back to his card.  Tried to explain to the guest that since he had disputed the charges there is nothing we can do since the amount was already reversed.  Had he made the request to us directly first we would have canceled the reservation and refunded for the extra room.  Guest kept insisting that we were going to cancel the room and rent it to another guest and to just give him his money back.  He then claimed we would be charged with criminal law suite if he was not provided his refund. After checking in he filed a complaint with Choice Hotels guest relations who then contacted us to hear our situation.  Explained to Choice Hotels that the money was already reversed and unless the bank puts it back we cannot refund another $342.64 to guest.  They understood the situation and closed the case since both parties had to wait to receive the final paperwork from the credit card issuer. Finally received paper work from card issuer and our processor that they both have decided the case in our favor and the $342.64 was transferred back to our account.  As promised to guest this refund was issued to his card on the same day we received the paperwork. Guest and Choice Hotels both confirmed the refund was issued. Due to the chargeback and guest relation comment we were still left with a negative balance and negative comment.  Processor charges us $25 for chargeback cases, 8% for sale transaction, another 8% for the refund transaction, 12% in Choice Hotels royalty and commission, and 4 nights of lost room revenue. Regards, Yogesh P[redacted] Message history