International Journal of Business and Economics

International Journal of Business and Economics
Volume 16, No. 2

September, 2017
Pennywise, Pound Foolish: Balancing Guest Service and Financial Control on Hotel Overcharged Credit Card Dispute
Po-Ju Chen
University of Central Florida, U.S.A.
While reviewing her credit card statement, a hotel loyalty reward program member discovered she was overcharged $56 for a recent hotel stay. After contacting the hotel she was told the charge was for guest room mini bar items. As the guest never consumed items from the mini bar, she requested a refund. After failing to receive a satisfactory response from the hotel, the guest disputed the charge and received a refund from the credit card company. What should the hotel have done differently?
Keywords:customer relationship management, credit card dispute, refund, guest services management, financial control.