When I arrived for my audit shift Saturday night there was a reservation in our system for two rooms under the same name.
Later the guest arrives to checkin and I ask for drivers license and credit card. The name on the drivers license is different but the credit card matches the name on the reservations.
At this point I have to refuse the credit card. We must either have the person in front of us with ID matching credit card or a fax authorizing use of the credit card. This is to prevent fraud. Anyone can check in and later the credit card owner can claim fraud - we would have no signature on file matching the name on the credit card and would have no choice but to do a refund.
I try to explain to the guest why we can't just use this card and she gets on her phone and puts me on with someone (husband of credit card owner) I explain this to him and he is ok with it. I ask if he has access to a fax machine and he does but at this point sucky guest asks if she can just pay with cash.
I discount each room by 20 bucks (a 40 dollar saving) and waive our deposit as a way of making up for the dillema. She still walks away upset.
Later she calls me and asks if we have cots (and we don't) leaving me to wonder how many people she has in two rooms with two beds in each room.
Later the guest arrives to checkin and I ask for drivers license and credit card. The name on the drivers license is different but the credit card matches the name on the reservations.
At this point I have to refuse the credit card. We must either have the person in front of us with ID matching credit card or a fax authorizing use of the credit card. This is to prevent fraud. Anyone can check in and later the credit card owner can claim fraud - we would have no signature on file matching the name on the credit card and would have no choice but to do a refund.
I try to explain to the guest why we can't just use this card and she gets on her phone and puts me on with someone (husband of credit card owner) I explain this to him and he is ok with it. I ask if he has access to a fax machine and he does but at this point sucky guest asks if she can just pay with cash.
I discount each room by 20 bucks (a 40 dollar saving) and waive our deposit as a way of making up for the dillema. She still walks away upset.
Later she calls me and asks if we have cots (and we don't) leaving me to wonder how many people she has in two rooms with two beds in each room.
Comment