Challenge 
Before partnering with Chargeback Gurus (CBG), the company’s chargeback process was decentralized and under-resourced. General Managers (GMs) were often relied on to handle disputes themselves, resulting in inconsistent follow-through. Property management systems varied across hotel brands, making a centralized process impractical.
Approach 
With a deep understanding of the hospitality industry and experience accessing various property management systems, CBG streamlined the evidence collection process and ensured disputes could be addressed without burdening hotel staff. CBG’s advanced analytics identified major causes of chargebacks that could be mitigated by GMs.
Solution 
With CBG, the client’s average monthly recovered revenue jumped from $16,714 to $50,760 — a 3x improvement. The rate at which chargebacks are contested more than doubled, from 28% to 59%. With expert support, smart tech, and ongoing insights from CBG, the company is recovering more revenue while freeing GMs to focus on selling rooms.
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