To ensure a lovely stay

Fraud Policy

Credit Card Fraud Policy
Purpose: Grotto Resort is committed to protecting its guests and the resort from credit card fraud. This policy outlines the procedures and measures in place to identify, prevent, and address fraudulent credit card activity.

Scope: This policy applies to all transactions conducted at Grotto Resort, including reservations, check-ins, check-outs, and any ancillary services or purchases made on the property.

1. Reservation and Payment Policy
- 100% of the reservation amount is due at the time of booking.
- The credit card holder’s name must match the name on the reservation.
- All guests must provide a government-issued photo ID to verify the cardholder’s identity.
- A $500 pre-authorization hold will be placed on the credit card to cover incidental deposits.
- This hold will be released after checkout, pending the absence of damages or unpaid charges.
- Grotto offers a digital verification process where guests can securely upload a valid ID and a credit card. And/or guests may present their ID and credit card  in person before check-in between the hours of 9AM-5PM.  
*If guests are arriving outside of office hours (9AM-5PM) then guests are required to digitally upload ID and Credit Card to be verified 

‍2. Detection of Fraudulent Activity
- The resort reserves the right to use fraud detection tools and verify credit card details during the booking and payment processes.
- Any discrepancies or indications of unauthorized card use will be investigated, and the reservation may be canceled without notice.
- If fraud is suspected during a guest’s stay, the resort reserves the right to:
- Suspend services immediately.
- Notify the guest and request alternative payment methods.
- Prosecute to the fullest extent of the law any illegal incident or activity  

‍3. Preventative Measures
- Staff will be trained to identify warning signs of credit card fraud, such as:
- Mismatched names on the credit card and ID.
- Suspicious behavior during transactions.
- Repeated declined transactions.
- Guests may be asked to provide additional verification for online bookings, including:
- A confirmation email response and digital registration. Additional documentation for international transactions.

‍4. Liability and Guest Responsibility
- Guests are responsible for ensuring that their payment methods are valid and authorized.
- Grotto Resort will not be held liable for any charges made to a fraudulent card if the guest fails to notify the resort of suspected fraud before the transaction.

‍5. Reporting Fraud
- Any guest or staff member who suspects fraudulent activity should report it immediately to resort management.
- Grotto Resort will cooperate with financial institutions and law enforcement to investigate and address incidents of fraud.

‍6. Consequences of Fraudulent Activity
- Guests found to be engaging in credit card fraud will:
- Be required to settle all outstanding balances using an alternative payment method.
- Be reported to law enforcement for further investigation.
- Be permanently banned from making future reservations at Grotto Resort.

‍7. Policy Updates
This policy may be updated periodically to reflect changes in technology, legal requirements, or operational practices. Guests are encouraged to review this policy prior to booking.