John Q. Hammons Hotels standardizes lost-and-found operations

John Q. Hammons Hotels and Resorts is preparing for the shift in liability on credit card fraud moves from banks to the merchants. In the past, banks were responsible for the cost of fraud. Impending change shifts the liability of fraud charges involving physical credit or debit cards, and under the new rules, whichever company is least compliant – card issuer or the merchant – will pay for fraud losses. 

Not often on the immediate radar when it comes to compliance, lost and found operations will be heavily impacted with this shift in liability. While some hotel brands currently prohibit their staff from accepting credit card payments over the phone, there are many who are still heavily exposed in this area. 

JQH has standardized their lost and found operations by recently partnering with Chargerback Lost and Found, the nation’s leading provider of lost and found technology. They have implemented the free web-based end-to-end solution in all of their hotels.


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“John Q. Hammons Hotels & Resorts implemented the Chargerback service to automate our lost and found procedures and to ensure these processes are PCI compliant," said Joe Morrissey, SVP of operations for JQH. "Chargerback has exceeded our expectations, as guests and associates have expressed satisfaction with the system. The automated approach allows guests to make inquiries from their electronic devices, claim items, and arrange and pay for the shipping. Chargerback has greatly reduced the non-productive hours our hotel teams typically spent on processing lost and found requests. I highly recommend Chargerback.”


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