Why was a guest double charged?

If there's an automatic payment policy in place but a staff member processes the payment manually first, the guest may be double charged.

 

How can I prevent double charging guests?

Automatic settlement is not triggered if the reservation items have been paid for, and the bill has been closed. Billing items that have not been closed against a guest's payment are considered outstanding, and subject to automatic settlement.

 

To prevent double charges for reservations that have future automatic settlement scheduled, make sure any manual payment is balanced against the reservation items, and that the bill has been closed. If payments are not assigned to a bill, or are assigned to an open bill, the system cannot determine if the reservation has been paid or not.

For properties not using Mews Terminals, there can be instances in which third party terminals post charges to Mews. In such cases, contact the integration partner as they should have a log of all charges taken from the guest.