Handling Declined Guest Credit Cards at Check-out

Tips for resolving Declined Credit Card / Check issues in Front Office

When a Credit Card is Declined by the EDC machine:

  • Discuss the matter with the guest in private.

  • User Care when describing the guest's unauthorized transaction ( Eg: Do not say that he guest credit card is Bad or Worthless).

  • Offer the use of telephone to help resolve the matter with the credit card company.

  • Allow the guest a chance to provide alternate, acceptable means of payment.

When a Guest Personal check in not accepted:
  • Explain the hotels's Check cashing policy politely to the guest.

  • Remain Friendly and co-operative.

  • Discuss alternative methods of payment to the guest.

  • If local banks are open , direct the guest to the nearby branch, or extend the use of a telephone.


Since 2012 Setupmyhotel.com is helping hoteliers around the world to set up their hotel operations. Get sample Stationery, Formats, Hotel SOP's, Staff Training Tips, Job Descriptions and more. See you around and happy Hoteliering.


Subscribe to our new interactive newsletter. Don’t miss on any posts.

Subscribe Now!
We do not spam!