Lay My Hat

Guest cancelled booking two week before arrival. We told them to cancel thru TM as they would refund 50% and if we got the dates rebooked (we didn't) we would contact them. Guest said unable to make contact with TM. We received full payment from TM so we contacted said guest to offer a 50% refund less TM fees. Guest now says they are claiming for full refund thru their card provider.

Any thoughts?

I think they’re going to be very disappointed in what their credit card issuer has to say.

Neither yourself nor TM has failed to provide the service that the customer paid for. In fact, the service remains available to the customer if they wanted as you haven’t rebooked it for another customer.

Card issuer’s response should be the polite and professional version of “do one”.