If an Arcadis booker contacts us to advise the traveller has been asked to pay for their hotel stay, please follow the instructions below:
- If the traveller is still in house, call the hotel to arrange for the traveller’s card to be refunded and charged to the deployed card.
- If the traveller has already checked out, you should inform the traveller, they must claim this back via their expenses. You should never ask the hotel to reverse the charge unless you have had specific instruction from Daria (key contact). In both scenarios, you must ask the hotel why they charged the guest directly and provide this information to the Arcadis booker.
- In addition to this, if the booker or key contact asks you to provide proof Clarity has sent the billing instructions you must provide them with the below screenshot, as agreed with customer service, account manager and the client:
