Pearson New International Edition International pcl tp indd 1

FRONT OFFICE SEMANTICS
Block (funds):
Amount by which a card’s available credit (if a credit card) or balance (if a debit card) is
reduced. Also called a 
hold.
If the guest uses the same card authorized at check-in when he or she checks out,
the final charge (credit card) or final amount (debit card) will replace the block in a
day or two. However, if the guest pays with a different card or with cash or a check,
the card-issuing company might maintain the block for up to 15 days after check-
out. The reason for this is that the company was not notified about the final payment
(recall that the guest did not use the card to settle the account); therefore, the hold is
continued. The hotel could contact the card issuer in such a case, but this is not prac-
tical in a larger hotel and is typically done only at the guest’s request.
1. Resubmit all authorization information to ensure that the decline is not the result of a hotel staff
member’s entry error.
2. To the extent possible, discuss the difficulty with the guest in a private setting.
3. Use care when explaining the problem. Avoid insulting the guest about his or her ability to pay.
4. Suggest that the guest offer an alternative card for authorization. Promptly seek authorization
on the alternative card.
5. Provide a private setting and telephone access (when appropriate) for the guest to contact the
payment card company.
FIGURE 10
Procedures to follow when guest payment cards are declined.
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