In June 2026, businesswoman Krisley Marques, owner of a motel in Goiânia, went viral by showing a fraud that many people had never imagined: mini cans from the minibar with a small hole underneath, to drink without the can appearing to be opened. The video got over 2 million views on Instagram. For those who watched, it was curiosity. For those who operate, it's routine: hotel fraud is rarely a big scam. It's almost always small, repeated, and, when added up, it weighs on the results.
The good news is that most issues can be resolved with process, not suspicion. See the most common guest frauds, how to protect yourself from each one, and how to do so without embarrassing honest guests.
The Most Common Guest Frauds
Minibar tampering. Punctured cans, refilled bottles, and swapped items. At the motel in Goiânia, the team removes all items from the minibar and checks each one upon departure, as a quick glance doesn't show the tampered can. Sealed items and individual verification at check-out solve most cases.
Linen and amenities. Towels, robes, and slippers that go home in the suitcase. Verification during cleaning, a discreet notice in the room with the prices, and the option to sell the most sought-after items help.
Fake or scheduled Pix receipt. The scammer sends an edited receipt or a scheduled Pix that is canceled before the date, and pressures to confirm the reservation immediately. A receipt is not a payment: only confirm when the amount is in the statement, verifying the date, time, and amount.
Third-party card and chargeback. The reservation is paid with a stolen card, and weeks later, the real cardholder disputes the purchase. There are also those who stay and then dispute the payment. Prefer payment via the system's link, verify the document and card at check-in when the payment is in person, and keep records of what was agreed.
No-show and phantom reservation. Unsecured reservations that block rooms on high-demand dates. A deposit on the reservation and a reminder before arrival reduce the problem. See how to reduce no-shows with automatic reminders.
Extra guest. A room reserved for two that receives four, or a visitor who sleeps in the hotel. The registration of all guests in the FNRH is mandatory and helps control occupancy. In the case of minors, the Child and Adolescent Statute prohibits lodging without parents or a guardian, except with authorization (Article 82).
Payment Only Through Official Channels
A large part of payment fraud falls when the hotel receives through a single traceable channel: the link or QR Code generated by the system, which confirms the payment alone, instead of a standalone Pix key and a receipt printout. The same applies to the guest side. When all payments come through the hotel's official channel, it becomes easier to spot a fake profile asking for money in the name of the inn. Read more about the reservation hijacking scam.
How to Prove What Was Agreed
In a chargeback or a complaint to Procon, the one with the record wins. Keep:
- the budget with values, dates, and what was included;
- the cancellation policy informed before payment;
- the conversation with the guest, preferably on the hotel's official WhatsApp;
- the receipt generated by the payment system;
- the guest's check-in and check-out record.
In DeskHotel, the conversation on WhatsApp, the budget, and the payment are linked to the same contact in the CRM. When a dispute arises, the history is in one place.
How to Prevent Hotel Fraud Without Embarrassing Honest Guests
Verification works best when it's routine, not accusation. Some practices help:
- have the rules written and informed before arrival: minibar, linen, occupancy, and damages;
- verify the room as part of the normal check-out process, for everyone;
- train the team to handle discrepancies calmly and in private;
- record cases in the CRM to identify repeat offenders.
Reception Anti-Fraud Checklist
- minibar verified item by item upon departure;
- payment confirmed in the statement or by the system, never by a printout;
- documents of all guests registered;
- cancellation policy and house rules sent before payment;
- deposit for high-demand dates;
- conversation and payment through the official channel.
Frequently Asked Questions About Hotel Fraud
Does a Pix receipt count as payment?
No. A receipt can be edited or be from a scheduled Pix. Only the amount credited to the account confirms the payment.
What to Do When Receiving a Chargeback?
Respond within the card processor's deadline with the evidence: reservation confirmation, accepted policy, conversation with the guest, and lodging record. The more complete the history, the greater the chance of reversing it.
Can I Charge for the Minibar After the Guest Has Left?
The ideal is to verify before departure. After that, the charge depends on what was agreed and how the guest paid. Therefore, have the rule written and informed from the reservation.
Small-scale fraud is combated with routine and record-keeping. DeskHotel combines the official WhatsApp, budget, payment by link, and CRM in a single platform, from the click to the payment.
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Sources: TV BV, "Motel Owner Goes Viral Revealing the Most Common Guest Frauds," 06/12/2026; Child and Adolescent Statute (Law 8,069/1990), Article 82.