Dear @Yvette Dine, 
Thank you for your question! 

We experienced a temporary issue where the guest card was charged instead of the VCC if there was a card added during online check-in. But I’m happy to report that this has been resolved as of yesterday. Everything is functioning normally now.

Please keep in mind that bookings made before the fix may still have payments scheduled to the incorrect card if the guest added their card through the guest portal. I recommend reviewing these bookings manually to ensure accuracy. All new bookings will be charged correctly moving forward.
Please accept our apologies for any inconvenience caused. 

If you have any further questions, please don’t hesitate to reach out.

Warm regards 

I will start a new topic because I have this issue now. 

Dear ​@Emilie Getaway, 

Thank you for raising this! I am sorry to hear that you are experiencing a similar issue. The best course of action would be to open a support case with us rather than starting a new topic. This will allow us to review your specific case and examples in detail, enabling us to assist you more effectively.

Warm regards, 

Hi,

I've opened a ticket, but I find the ticketing system too chaotic. It would be really helpful to have a dedicated support page where I can track the status of all tickets submitted by me and my team. Right now, it's not always clear what the topic of my ticket was.

From what I understand, you're working on a platform to provide more insights to hotels. Will this also improve the support experience? Additionally, the response time is currently too slow.

Looking forward to your feedback!