$2M Per Year in Hotel Delivery Chargebacks

1% of Gross Revenue Budgeted Just for Chargebacks

For a $200M revenue hotel or resort, that 1% gross sales chargeback budget translates to roughly $2M in annual exposure. In-room dining disputes, F&B delivery errors, and amenity billing issues are the primary drivers — and the liability sits with the property, not the delivery platform.

The Hotel Takes the Hit. The Platform Doesn't.

Third-party delivery adds an intermediary between the venue and the guest. When F&B arrives cold, merch ships with errors, or will-call tickets fail — the dispute lands on the venue first. The platform's involvement ends at the handoff.

• Late or cold F&B delivery — 60% of all disputes
• Amenity and gift shop order errors — 5–8% of disputed hotel charges
• Billing discrepancies on F&B charges — 2–3% dispute and chargeback rate
• Delivery and service dispute liability running 2.5–3% of property revenue

Hotel Delivery Chargebacks Are Up 31% Year Over Year

The trend is moving in the wrong direction. As hotel delivery and in-room dining volume grows, chargeback exposure grows with it — and each disputed transaction carries costs beyond the refund: review damage, administrative overhead, and the friction of dispute resolution across multiple platforms.

Controlling Delivery Internally Changes the Risk Profile

Hotels and resorts that operate delivery in-house or through a controlled platform reduce pass-through risk, ensure order quality and timing, and avoid third-party fees and chargeback exposure. The revenue stays on-property. So does the guest relationship.

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In-house delivery keeps quality control, timing, and the guest relationship inside the property

Hotel delivery isn't just a convenience channel. It's a risk management challenge.

The $2M figure is the budgeted exposure. The unbudgeted cost — negative reviews, lost repeat bookings, lower review scores, and the operational overhead of managing disputes across multiple platforms — compounds significantly on top of it.