How to Secure Your Check-in and Cancellation Procedure


In order to help us help you it is crucial that you follow the correct procedure for check-in.

If we cannot prove that the guest has stayed, we will not be able to convince the bank to pay out the money once the guest pulls out of their agreement.


Even the best and most successful hotels in the world protect themselves against any chargebacks by doing the following:

  • Make sure you “check-in” the guest in the eviivo suite diary on the day of arrival, before you process the charge and not later!
  • Without a digital timestamp we will not be able to successfully argue that the guest has stayed.


If you are on site:

  • When the guest arrives, ask them to sign a registration card and take a photocopy of their passport or other ID and credit card.
  • Make sure the credit card is issued in the name of the person checking in.


If you are not on site (you are managing some locations remotely) you need to take electronic proof.

  • Ask the guest to use their smartphone and send you a photo of their passport or other ID (make sure it matches the name on the booking)
  • Ask the guest to use their smartphone and send you a photo of their credit card – front and back ideally (make sure it matches the card details on the booking).


If the card provided by the guest DOES NOT match the card on the booking, or the passport, be extremely wary of fraudsters.

Any guest who disputes a card payment later, sometimes long after the event, will be given right of way if you are unable to provide evidence that they stayed with you.

Finally, if a guest calls you to cancel a booking, make absolutely sure that you cancel it in the diary too, and do not delete any confirmation/cancellation emails that eviivo suite generates (a copy of which is always attached to the booking).