Hotel charged my card several times and won't refund: who helps?

Summary

When a card machine says a payment declined but your bank shows several charges, first check whether they are pending holds or completed payments. Holds usually drop off within days. If the extra payments have completed, the business has been paid more than you owed and should refund it. If it says it has no record, ask your bank for the transaction details and raise a chargeback for duplicate charges. Do it quickly: banks have time limits.

Key information

• Pending or completed: pending holds can disappear on their own. Completed charges need a refund.
• Evidence: screenshots of each charge, the time, the amount, your receipt for the one payment that should stand, and notes of what staff said.
• Different amounts: a charge that is slightly different is still a duplicate if it was for the same bill. Say so clearly.
• Bank details: your bank can give the merchant name, time and terminal details for each payment, which helps the business find them.
• Chargeback: banks can reverse duplicate card payments through the card scheme. Ask soon: time limits are often around 120 days.
• Section 75: only covers credit card purchases of a single item over £100, so it may not fit a restaurant bill.
• The hotel can: check its payment records using the times and amounts you give, and refund duplicates; answer a written complaint through head office customer services. They will not always find payments without exact times and terminal details from your bank.
• Your bank can: provide transaction details and raise a chargeback for duplicate charges. They will not act on pending holds that have not completed.
• The Financial Ombudsman Service can: review how your bank handled the chargeback request if you complain to the bank first. See how to complain. They will not order the hotel to pay.

Practical guidance

• Check your banking app: are the extra charges pending or completed?
• Ask your bank for the merchant and time details of each completed payment.
• Email the hotel's head office customer services with screenshots, times and amounts. Ask for a refund of the duplicates within 14 days.
• If it refuses or does not reply, ask your bank for a chargeback. See getting your money back if you paid by card.
• If the bank handles it badly, complain to the bank and then the Financial Ombudsman.
• Ask the Shaman to order the steps.

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