As an accommodation or lodging business provider, ensuring that your operations run smoothly and that you are protected in the event of a dispute is essential. Whether you run a hotel, resort, chalet, glamping site, campsite, or vacation rental, one crucial aspect of maintaining security and professionalism is collecting important documentation from your guests.
Among the most vital documents are a copy of the ID of the person who booked and paid for the reservation, a registration form signed by the guest, and a record of any security deposit collected and refunded.
Why Collect a Guest’s ID and Signed Registration Form?
When a guest makes a reservation at your property, especially when booking remotely, it is critical to gather documentation that verifies their identity and confirms their stay. The two key pieces of documentation you should collect are:
- A copy of the ID of the person who booked and paid for the reservation
- A signed registration form upon check-in and check-out
Guest Identification
Having a clear copy of the guest's ID – be it a passport, driver's license, or other government-issued identification – serves as an essential safeguard for both the guest and the accommodation provider. It not only helps verify the identity of the guest upon arrival, but it also creates an important record should any disputes arise later, especially when there are concerns about the unauthorized use of a credit card for payment.
In the unfortunate event that a guest disputes a transaction or claims they were not present at your establishment, this ID copy provides crucial proof that the guest was, indeed, the one who booked and paid for the reservation.
Signed Registration Form
A signed registration form upon check-in is another critical document to maintain in your records. This form confirms that the guest checked in and agreed to your terms and conditions, including your policies on deposits, payment methods, cancellations, and check-out procedures. At check-out, the guest should sign again to confirm that they have completed their stay and no outstanding issues remain.
This creates a written record of the guest's arrival and departure dates and serves as proof that they occupied the property for the specified duration. In cases where guests later dispute the transaction or their stay, the signed registration form serves as irrefutable evidence that they checked in and checked out from your premises.
The Role of Refundable Security Deposits
Many accommodation providers, particularly those managing vacation rentals, resorts, or glamping sites, require a refundable security deposit from guests. This deposit is typically collected to cover potential damage, missing items, or other unforeseen issues during the guest's stay.
Keeping a record of the refundable security deposit is another key piece of evidence that can serve to substantiate the guest's stay at your property. When the deposit is collected, it is important to document the amount and the guest’s acknowledgement of the deposit in your system. When the deposit is refunded, ensure that you keep a copy of the refund transaction as well, showing that it was returned in full (or with any deductions, if applicable).
Protecting Your Business: A Proactive Approach to Disputes
A well-documented and transparent process will not only help you avoid disputes but also protect you in the event that a dispute does arise. Credit card disputes and/or chargebacks, for example, are a growing concern for many accommodation providers, as guests sometimes raise disputes over transactions they later claim were fraudulent or unapproved.
Having a thorough system of documentation in place – including ID copies, signed registration forms, and security deposit records – gives you a strong foundation for addressing such issues.
In the event of a Credit Card Transaction Dispute and/or Chargeback:
- If you can prove the chargeback is wrongful, meaning the guest did indeed stay at your property, the payment gateway provider and bank have the right to charge fees to the guest for filing a fraudulent chargeback.
- If you cannot prove the guest stayed at your property, the guest is likely to win the chargeback dispute. In this case, the payment gateway provider and the bank can charge fees to you as the accommodation provider for failing to provide sufficient evidence.
By collecting the necessary documentation, you are not only protecting your business but also ensuring that your guests have a smooth, hassle-free experience with you. As a result, both your customers and your property will be safeguarded from potential risks.
Sample Registration Form with Guest Signature
To provide an example of what a signed registration form might look like, we have got you covered. Feel free to download the template here.
Conclusion
For any accommodation business, regardless of how small or established it is, proper documentation is key to managing guest relationships and protecting your property from disputes. Collecting a copy of the ID, a signed registration form, and security deposit records provides you with a robust defence in case of any disputes. These simple steps can go a long way in ensuring a smooth operation and peace of mind for both you and your guests.
By proactively keeping accurate and comprehensive records, you help ensure that your business remains secure and well-regarded, offering a high level of trust and transparency that guests value.
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