Overcharged on the bill
Review Response Template — Guest found extra charges
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.
When to use this template
Use this for disputed charges, resort fees, deposits, minibar issues, or checkout surprises. Keep financial details private and show that billing will be reviewed through a direct channel.
Variations to customize
Short version
I am sorry for the billing concern. Please send us your booking reference directly so our team can review the charge and resolve it privately.
More empathetic version
Unexpected charges are frustrating because they affect trust after the stay. I am sorry this happened. We will review the account privately and make sure any billing error is corrected.
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
- ×Posting room numbers, booking references, or payment details publicly.
- ×Telling the guest the charge was disclosed in the fine print.
- ×Promising a refund publicly before verifying the account.
Caution note
Billing disputes can become legal or card-dispute issues. Keep the public reply brief and move details to a secure private channel.
Adapt this template to your business
Use AI to personalize the tone, then save your Brand Voice for future replies.