What this is: the bigger, more detailed FAQ you asked for, written so guests, Google, and AI assistants all get the right answers. The current page has 8 questions; this draft has 34, ordered by what guests actually call about most (parking is #1 by far, then the $200 hold, breakfast, and pets).
- For each question: mark Yes (publish as written) or No (change it), and add a note if you want wording changed.
- Ten questions need a fact only you can confirm — they're highlighted in yellow. Type your answer right in the box.
- When done, press Download my answers at the bottom and email the file back. Your progress also saves automatically in this browser.
The email guests currently receive about the $200 says "security deposit" and "refund" — the exact words that cause the calls. Proposed replacement:
Subject: Your $200 incidental authorization has been released
Greetings,
At check-in we placed a temporary $200 incidental authorization on your card. This was a hold, not a charge: no money was taken from your account.
Our records show the authorization was released on (checkout date), the day of your check-out. If you paid with a debit card, your bank set the $200 aside during your stay, and your bank controls how quickly it shows as available again. This usually takes 1 to 14 days. If it is still showing after 14 days, please contact your bank directly, since the hotel is no longer holding these funds.
If you have any other questions, please let us know.
Sincerely,
(name)