First, have you booked a hotel, guest house or any other type of accommodation recently?  If yes, go back to the booking confirmation that was sent to you when you made the booking. 

  • If your booking confirmation indicates that part, or all of the reservation was paid in advance, then the charge which appears under ‘eviivo’ on your card or bank statement will match the amount displayed as the pre-paid amount on your booking confirmation. This charge was paid in advance and the hotel should not charge you for this amount again.

 

  • If your booking confirmation indicates that payment is only due on arrival at the B&B or hotel, it means that your reservation was guaranteed using your card details but NOTHING was charged to your card at the time of booking.  The card was merely validated and/or ‘pre-authorised’ by your bank.  However:
    • Whilst a pre-authorisation is NOT a charge and no money is taken from your account, your bank may see the pre-authorisation request as a possible future payment and therefore use this information to reduce the credit limit available on your card by the amount preauthorised. This only affects the spending limit available on your card and it remains a matter between you and your bank.
    • Always check the cancellation policy applicable to your reservation (printed on your booking confirmation). If you have passed the deadline beyond which late cancellation fees are due, the accommodation provider you booked may charge your card up to the value of the late cancellation fees printed on your booking confirmation, once the date has passed and these are no longer refundable. Please contact the accommodation provider to check if have they have done so.  If they have charged this amount to your card, it will show as pre-paid on your accommodation bill and you should make sure you do NOT pay this amount again when you check-out.  Only any remaining balance outstanding at the end of your stay should be charged at check-out.
    • If you believe that neither of the above scenarios apply and that a payment has been made in error please contact your accommodation provider in the first instance and if you cannot resolve the matter with them, send an email to reservations@eviivo.com.   Please type the word REFUND in the subject header, and make sure your email includes your booking reference, check-in date, full name and the name of the establishment you have booked with.  We will respond within 7 days, as it may take us time to contact and obtain a response from the establishment or trace and process the payment.