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Negativehotel
Overcharged on the bill
Review Response Template — Guest found extra charges
Response template
Billing errors erode trust, and we’re sorry this happened. We’ve already flagged this with our finance team. Please email us your booking reference — we’ll refund the overcharge immediately and add a credit to your account.
Why this response works
- Names the emotional impact (“erode trust”) not just the financial one
- Shows the fix is already in motion (“already flagged”), not waiting for the guest to push
- Goes beyond the refund with an account credit — over-corrects to rebuild trust
Common mistakes when responding to "guest found extra charges"
- ×Asking the guest to “check their receipt again” before investigating internally
- ×Being slow to commit to a refund — billing disputes need immediate resolution language