By: Mike Coleman
You check your credit card statement after a trip and spot a $75 charge from the hotel minibar you never touched, a resort fee for amenities you didn’t know existed, or a parking charge when you took Uber the whole time. Hotel billing mistakes happen more often than you might think, and learning how to handle them can save you hundreds of dollars.
Whether it’s an honest mistake or something more questionable, getting your money back takes a mix of fast action, good documentation, and knowing who to talk to. Here’s your step-by-step guide to fighting those bogus hotel charges and winning.
Check Your Folio Before Checking Out
The best time to catch and fix a hotel billing error is before you leave the property. Most hotels provide a printed or emailed copy of your final bill (a folio in hotel lingo) upon checkout.
Take a few minutes to review every line item while you’re still at the front desk. If you spot something fishy, you have a huge advantage: you can resolve it on the spot with a manager with the authority to remove charges immediately.
Many travelers skip this step in their rush to catch flights or hit the road, only to discover problems days later when fighting the charge becomes much harder.
Document Everything During Your Stay
Savvy travelers create evidence as they go. If you notice the gym is closed during your stay but see a “fitness center fee” on your bill, take a photo of the “closed for renovation” sign with a timestamp. If the hotel charges you for the breakfast you skipped every morning, save your coffee shop receipts showing you were elsewhere.
Keep all email confirmations that specify what’s included in your rate. Screenshots of online booking pages can also prove helpful, especially when hotels claim certain charges were disclosed at booking.
Ask for receipts for everything you pay for. If the hotel says you had four drinks at the bar when you only had two, your signed bar receipt becomes valuable evidence.
Act Fast Once You Discover a Problem
Credit card disputes usually need to be filed within 60 days of the statement date containing the error, but the sooner you act, the better your chances of success.
If you discover an error after leaving:
- Call the hotel directly and ask to speak with the front desk manager or general manager – not just whoever answers the phone.
- Explain the situation calmly and clearly. Something like: “I’m calling about my stay last weekend, room 302. I’ve been charged $50 for valet parking, but I didn’t bring a car. Can you help me get this resolved?”
- Take notes during the call – write down the name of the person you spoke with, the date and time, and what they promised to do.
Many billing errors get resolved with this first call, especially if you have some evidence to back up your claim.
Escalate Through the Right Channels
If your first call doesn’t solve the problem, it’s time to escalate:
First, contact the hotel chain’s customer service department if the hotel is part of a major brand. Marriott, Hilton, Hyatt, and other big chains have customer service teams specifically for billing disputes. Find their contact information on the corporate website, not the individual hotel’s page.
When you reach out, include your confirmation number, stay dates, a copy of your folio, and a clear explanation of the incorrect charge. These corporate customer service teams often have more authority to issue refunds than individual hotel staff.
For smaller hotels or independent properties, ask to speak with the owner. In many cases, the general manager reports to an ownership group with the final say on financial matters.
Use Social Media Strategically
Public complaints on social media can get fast results, but this approach works best after you’ve tried direct contact with the hotel.
Most major hotel chains have dedicated social media teams watching platforms like Bluesky and Facebook. A polite, factual post tagging the hotel brand may get routed to customer service specialists who can help.
Keep your post professional and specific: “Still trying to resolve a $200 incorrect minibar charge from my stay at [Hotel] last week. Contacted the hotel twice with no resolution. Can someone from customer service help?”
Avoid angry rants or threats, which can reduce your credibility and the likelihood of getting help.
Understand Your Credit Card Protections
If direct communication with the hotel doesn’t work, your credit card company can become a powerful ally through the chargeback process.
Call your credit card company’s customer service line and explain that you want to dispute a charge. Most credit cards offer robust consumer protections that put the burden of proof on the merchant, not you.
The card company will ask for:
- The date and amount of the transaction
- Why you believe the charge is incorrect
- What steps you’ve already taken to resolve it with the merchant
Once filed, the credit card company typically gives the hotel 30 days to respond to the dispute. You’ll usually receive a temporary credit for the disputed amount during this time.
Credit card disputes should be your last resort, not your first step. Hotels keep records of customers who file chargebacks, and some chains may even ban guests with a history of disputes.
Common Hotel Charges to Watch For
Some charges are more common sources of billing errors than others:
Resort fees or destination fees often catch travelers by surprise. These mandatory charges supposedly cover amenities like wifi gym access, and local calls, whether you use them or not. While these fees are generally legal if disclosed at booking, you might have grounds for a refund if the amenities were unavailable or not properly disclosed.
Minibar charges rely on sensors or staff checks that aren’t always accurate. Hotels sometimes charge just for moving items, even if you put them back and consumed nothing.
Early check-in or late checkout fees might appear even if you arrived at the normal time or if the front desk offered extended checkout as a courtesy.
Parking fees could show up on your bill automatically if your reservation included a parking spot, whether you parked there or not.
In-room safe fees can be mandatory daily charges that many guests never notice, even if you didn’t store anything in the safe.
Prevention Is Easier Than Disputes
The easiest way to handle incorrect hotel charges is to prevent them in the first place.
Take photos of the minibar contents immediately when you check in and each morning of your stay.
Ask at check-in exactly what fees will appear on your final bill. Get the front desk agent to note in your reservation if you won’t be using certain amenities that carry fees.
Use a credit card with good dispute protections for all hotel stays rather than debit cards, which offer fewer consumer protections.
Review your bill every morning during extended stays, which will allow you to catch recurring daily charges before they multiply.
When to Just Let It Go
Occasionally, fighting a small charge isn’t worth your time and stress. For minor amounts (like those under $20), consider whether the hours spent on phone calls and emails justify the potential refund.
Don’t ignore incorrect charges just because they’re small, though! Hotels that get away with adding small fees to many guest bills can profit significantly from this practice. By challenging even minor incorrect charges, you help discourage this behavior and protect future travelers.
The Hotel Manager’s Perspective
Understanding how hotels view these situations can help you approach disputes effectively.
Front desk managers deal with billing questions daily and have heard every possible excuse. They’re most likely to help guests who:
- Have clear evidence
- Remain polite but firm
- Have a history of staying at the property or brand
- Report problems promptly
Most hotel managers want satisfied customers who will return and leave positive reviews. A reasonable refund request with good documentation often gets approved because the hotel values your future business more than the disputed amount.
When All Else Fails
If you’ve tried everything and still can’t get your refund, consider these last resorts:
File a complaint with the Better Business Bureau or your state’s attorney general consumer protection division.
Leave honest reviews on major travel sites mentioning the billing issue and the hotel’s response (or lack thereof).
Small claims court is an option for larger amounts, though the time and filing fees may not be worth it for minor charges.
Remember that each situation is unique, and what works in one case might not work in another. The key is remaining persistent, documenting everything, and knowing your consumer rights. With the right approach, most incorrect hotel charges can be successfully reversed.
About the Author
Mike is a writer who researches and shares actionable advice around travel lifestyle, finance, and personal growth. He loves any trip where he can explore the great outdoors, and believes everyone should be able to experience travel for personal development and fulfillment. Read his other articles on Frayed Passport here.Featured image by Toa Heftiba on Unsplash
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