Get Help With Duplicate Pending Transactions on Guest Accounts

What should I do if my guest sees multiple pending charges or holds on their card for the same transaction, or was double-charged?

If your guest sees multiple pending charges or authorizations on their credit or debit card activity, they're usually not being charged multiple times—they're seeing overlapping authorization holds that will resolve when the transaction settles.

These authorization holds typically resolve within 5 business days once the transaction settles. The guest will only be charged once for the final amount.

If your guest still sees these holds after 5 business days, please reach out to Customer Support and have the following information ready:

• Check number and date
• Last 4 digits of the card used
• A screenshot from the guest's banking app showing the pending charges (if available), and proof that one of the charges has closed (if applicable)
• Whether the guest is using a debit card or credit card
• The name of the guest's bank (if known)