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As a property management company committed to maximizing owner revenue through direct bookings, Valta Realty faced an unexpected challenge that threatened our business model: a wave of chargeback disputes that we couldn't win. After months of losses totaling thousands of dollars, we finally cracked the code—transforming our approach and securing our first major victory. This is the story of how we turned our biggest operational challenge into a strategic advantage for our property owners.
Platforms like Airbnb and Booking.com charge property owners 15–20% in commission fees—a significant cut that reduces owner profits on every booking. To help our clients keep more of their hard-earned revenue, we've been championing direct bookings through our platform, passing savings directly to guests while increasing owner income.
But with this strategic shift came an unexpected adversary: chargebacks.
In the past year, as our direct booking volume grew, so did a troubling trend. Guests began disputing charges for:
For a small property management company, every dollar matters—not just for us, but for the homeowners who trust us with their investments. These weren't just numbers on a spreadsheet; they represented real losses that threatened our ability to operate sustainably.
Initially, we believed proper documentation would be our shield. We meticulously followed Stripe's guidelines, compiling comprehensive evidence packages including:
Despite our thorough approach, our Stripe dashboard became a graveyard of failed disputes. Red "Dispute lost" notifications piled up—$200 here, $300 there, even a devastating $711 loss. Each defeat wasn't just a financial blow; it was a challenge to our commitment to protect our owners' interests.
Refusing to accept defeat, we explored every possible avenue:
1. Stripe Support
We opened multiple support tickets and escalated repeatedly. While Stripe's team was responsive and professional, their guidance had limitations. An industry insider eventually revealed a hard truth: the advanced fraud prevention tools we needed—AVS rules, 3D Secure authentication, descriptor optimization—typically require enterprise-level account management, something small businesses rarely qualify for.
2. Our Property Management System (Guesty)
Guesty confirmed that chargeback management falls entirely under Stripe's jurisdiction unless we migrated to GuestyPay—a major operational overhaul that didn't align with our business model or our owners' needs.
3. Chargeback Mitigation Services
We reached out to industry specialists including Chargeback Gurus and Lynnbrook. The responses were disheartening:
Just when we were considering abandoning direct bookings altogether, we discovered ChargebackHelp. Unlike every other service, they didn't dismiss us as "too small." Instead, they took time to understand our unique challenges in the vacation rental space.
Their approach was revolutionary in its simplicity. They didn't ask us to collect more evidence—we already had everything. Instead, they taught us the critical difference between having evidence and presenting it effectively.
ChargebackHelp's expertise revealed crucial insights:
They transformed our existing documentation from a pile of proof into a compelling narrative that banks could understand and accept.
Armed with this new knowledge, we resubmitted our next dispute with confidence. The result? We won our largest chargeback to date: $751.41.
This victory represented more than recovered revenue. It proved that:
While Valta Realty has always absorbed chargeback losses to ensure owners receive their full payouts, this unsustainable practice threatened our long-term viability. Our newfound success in dispute resolution means:
This transformation has strengthened our entire operation:
Our victory against chargebacks marks a turning point in our direct booking strategy. We're now implementing:
For property owners considering Valta Realty, know that we've built robust systems to protect your revenue while maximizing your booking potential. We've faced one of the industry's toughest challenges head-on and emerged stronger.
Chargebacks remain one of the most challenging aspects of vacation rental management, but they're not insurmountable. With the right knowledge, partners, and persistence, even small property management companies can protect their owners' interests and maintain sustainable operations.
At Valta Realty, we're committed to continuously improving our processes, protecting owner revenue, and delivering the peace of mind that comes from knowing your investment is in capable hands. Our chargeback victory isn't just our win—it's a win for every property owner who trusts us with their investment.
Ready to maximize your vacation rental revenue with a property management company that fights for every dollar? Contact Valta Realty today to learn how we protect and grow your investment.
