What's the best way to deal with them?
We understand that the current situation surrounding the COVID-19 (Corona virus) outbreak also has financial consequences for your company. Especially in the travel industry, these consequences can have a major impact on your business.
Nevertheless, we advise you to be flexible in dealing with the situation, especially in case of cancellations. Especially if the cancellations are related to travel restrictions, we ask you to solve this together with your client. This can be done, for example, by moving the reservation or providing a voucher. If this is not possible, we advise you not to charge any additional costs and also to book additional costs back. This prevents annoyance with your customers, but also possible chargebacks.
Although no special rules have entered into force, the (credit) card companies will apply the (chargeback) rules as much as possible to the advantage of the cardholder (consumer) in this type of situation. This applies not only in the event of cancellations, but also if ordered products cannot be delivered or cannot be delivered on time.
If you have had to cancel an event due to the rules then cardholders, your visitors, are entitled to reimbursement of the costs. In principle, this also applies if the event is moved and your visitors cannot attend the event on the new date.
If your client cancels for an event, your cancellation policy applies. In principle, a cardholder cannot dispute these conditions. If you do receive a chargeback, please send our Chargeback Team proof of this. They will dispute the chargeback for you.
If you, as a hotel, receive a cancellation, it is advisable to reschedule the reservation.
If you are unable to come to an agreement with your client, it is better not to charge a no-show, even if this is within your cancellation policy. The possibilities to send in a no-show are limited at Visa and Mastercard.
No-show rules for hotels
If your visitor does not cancel or cancels too late for a booking, the following rules apply:
- Only one night may be charged, not the entire booked period.
- Guests may cancel up to 72 hours before the booking if a MasterCard has been booked. With Visa, this period is a maximum of 24 hours.