ACME's process to minimize fraudulent bookings and chargebacks
Last-minute reservations represent a significantly higher risk for fraud within the vacation rental sector. To proactively screen, help prevent, and address potential issues with same-week arrivals (bookings made 0–7 days in advance), the following enhanced verification process will be implemented:
Step 1: Reservations receives notification to process the booking (applicable to any reservation where payment is managed in-house).
Step 2: Apply the “Last Minute Res” tag to the reservation.
Step 3: Reservation Agent contacts the guest, introduces themselves, and communicates:
– Recommended Language: “Because your reservation is close to your arrival date, we are reaching out to ensure a smooth check-in. Next steps include completing a rental agreement and providing a valid ID and selfie through our secure portal, Akia.”
Step 4: Akia issues the rental agreement to the guest.
Step 5: Guest completes and submits the rental agreement, ID, and selfie.
Step 6: Reservation Agent reviews the agreement and confirms the ID matches the selfie.
Step 7: A second Reservation Agent or Manager confirms that the provided ID and selfie are acceptable.
Step 8: If there are concerns regarding the ID or selfie, the Reservation Agent contacts the guest and provides a new secure link for updated images.
Step 9: If questions remain after this step, the Reservation Agent escalates the reservation to management for further review.
Important: Lack of guest response on the booking day for any last-minute reservation is a RED FLAG—pause processing and consult with management immediately.
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