Slow-pays, disputed chargebacks, and uncollected vehicle damage don’t just sit quietly on your books, they compound. A single unresolved corporate folio or a fleet vehicle pulled from service for repairs is lost revenue every day it stays open, and chasing it yourself risks the guest relationship, or worse, a public review, that your hospitality brand depends on. Nexa Collections recovers what’s owed through a reputation-safe, diplomatic process built specifically for hotels, car rental agencies, airlines, and travel operators.
Key Takeaways
- Hospitality receivables span both consumer (B2C) and commercial (B2B) debt, guest folios, no-show fees, and vehicle damage on one side; corporate event billing, travel agency commissions, and direct-bill accounts on the other.
- Nexa’s “Customer Resolution Department” model treats collection as diplomatic mediation, not confrontation, protecting your online reputation while pursuing payment.
- Pricing starts at a $15 fixed fee per account (you keep 100% of what’s recovered) or a contingency model, no recovery, no fee, for older or more complex balances.
- Licensed in all 50 states, essential for an industry where guests and renters routinely cross state lines.
- FDCPA, FCRA, SOC 2 Type II, and PCI-DSS aligned, with a dedicated account representative backed by a centralized support team.
- Rated 4.85/5.0 across 2,000+ verified client reviews.
Serving Travel and Hospitality Industry Nationwide
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Hotel Debt Collection Services
The hospitality industry, hotels, airlines, rental cars, restaurants, catering services, staffing companies, and travel portals, frequently faces mounting accounts receivable from booking disputes, unpaid commission invoices, invoice corrections, check declines, credit card reversals, property damage, cancellations, and outright refusal to pay for facilities used.
Corporate Events & Direct-Bill Accounts
Hotels regularly host seminars, conferences, trade shows, executive retreats, and product launches, genuinely lucrative business, but when the corporate bill for the room block, catering, and AV services doesn’t get fully paid, that receivable can run into the thousands quickly. These are commercial (B2B) accounts governed by the underlying banquet or event contract, not a card transaction, and they’re pursued the same way any commercial invoice is.
Guest Folio Balances & “Friendly Fraud” Chargebacks
A distinction worth understanding clearly: a chargeback dispute (a guest claiming a card charge was unauthorized when they actually stayed, sometimes called “friendly fraud”) is fought through your payment processor and the card network first, using your folio, signed registration, and ID verification as evidence. That’s a dispute-resolution process, not a collections one. Where Nexa’s role actually fits is the separate category of balances that were never disputed through a card network at all, a direct-bill corporate account, an incidental charge added after checkout, or a balance confirmed still owed once a chargeback process has run its course.
Car Rental Damage Recovery
Car rental agencies face a debt profile almost no general collection agency understands well: loss-of-use damages.
Repair Costs & Loss-of-Use
When a renter damages a vehicle and declines (or lacks) adequate coverage, the rental company is owed more than just the repair bill. Loss-of-use is the industry-standard claim for the rental revenue the company would have earned from that vehicle during the time it was out of service for repairs, a real, well-established category of damages in the rental industry, not padding. Both figures, repair cost and loss-of-use, are pursued together as one receivable under the rental agreement’s terms.
Cross-State Recovery
Car rentals are inherently interstate: a renter based in one state picks up a vehicle in another and returns home before the damage bill is even finalized. Nexa’s 50-state licensing means the account doesn’t stall the moment the renter crosses a state line, a genuine limitation for any agency licensed in only one jurisdiction.
Airline & Travel Agency Chargebacks
Travel agencies and booking platforms face their own version of this problem: unpaid commission invoices from suppliers, disputed cancellation fees, and corporate travel accounts that go quiet after a booking. These are typically B2B receivables between businesses (the agency and the supplier, or the agency and a corporate client), governed by the underlying booking or commission agreement rather than consumer card-dispute rules.
Two Rules for Getting the Most Out of a Collection Agency
- Transfer accounts after no more than 90 days of non-payment. Past that point, the likelihood of direct payment drops significantly, waiting rarely improves your odds.
- Provide documentation promptly when requested. Invoices, signed folios, rental agreements, whatever proves the financial claim, speeds up the entire process.
Debtors take a professional collection agency far more seriously than in-house follow-up. Relying on untrained internal staff isn’t just inefficient and stressful, it also risks lower recovery rates and exposure to counter-lawsuits from staff unfamiliar with the constantly shifting federal and state collection laws.
Recent Performances
Scenario 1: Regional Hotel Group — Corporate Billing & Post-Chargeback Recovery
Initial situation: A regional hotel group had $64,000 in aged receivables across corporate event billing (conference room blocks, catering) and a handful of guest folio balances that had already gone through, and lost, the chargeback dispute process with the card network, leaving a confirmed, undisputed balance with no card-network remedy left. Average age: 105 days past due.
Approach: The corporate accounts were placed on Nexa’s fixed-fee, professional demand letters addressed to the corporate accounts-payable contact rather than an individual guest. The post-chargeback folio balances moved directly to contingency, since these were older, already-disputed-once accounts.
Result: $48,200 recovered (75.3%) within 40 days. Zero negative reviews attributable to the collection process, since corporate accounts were never contacted in a way that touched the public-facing guest relationship.
Scenario 2: National Car Rental Franchise — Cross-State Damage & Loss-of-Use Recovery
Initial situation: A car rental franchise with locations across three states had 47 unresolved damage accounts totaling $91,000, combined repair costs and loss-of-use claims, from renters who had returned to their home states without settling the balance, well past the point where the local branch could realistically follow up.
Approach: Nexa’s 50-state licensing allowed direct pursuit of renters regardless of which state they’d returned to, using the original rental agreement (which the renter signed accepting liability for both repair cost and loss-of-use) as the basis for each demand.
Result: $68,400 recovered (75.2%) within 60 days, including full resolution of the agency’s five largest accounts, each exceeding $3,000, that the franchise had internally written off as uncollectable before placement.
What This Costs
We use a phased approach. You pay only for the intensity you need.
Collection Demands Service ($15 Fixed Fee): Best for accounts under 90-120 days. Professional demand letters, debtor pays you directly, you keep 100% of what’s recovered.
Collection Calls Service (Contingency): No upfront cost. We’re paid a portion of what’s actually recovered, no recovery, no fee. Best for older or more complex accounts, with legal referral available if warranted.
Frequently Asked Questions
Can a hotel or car rental company report an unpaid balance to credit bureaus?
Yes, for individual consumer accounts, and it’s a real incentive for payment. For commercial (B2B) accounts, credit reporting isn’t typically the primary lever, formal demand and, where warranted, legal action are more common, since business credit dynamics differ from individual consumer credit.
How does Nexa handle a chargeback dispute versus an unpaid balance?
These are different processes, and Nexa’s role is specifically the latter. A chargeback is fought through your payment processor and the card network directly, using your own documentation as evidence. Once that process concludes, or for balances that were never card transactions at all (direct-bill corporate accounts, for example), that’s where collection actually applies.
What is “loss-of-use” and can a rental company actually collect it?
Yes, loss-of-use is a recognized, standard category of rental industry damages, not an inflated add-on. It represents the rental revenue a company would have earned from a vehicle during the time it was out of service for repairs after a renter caused damage, and it’s pursued alongside the repair cost itself under the original rental agreement.
Can you collect from a renter or guest who has since moved to another state?
Yes. Nexa is licensed to collect in all 50 states, which matters specifically for an industry where guests and renters routinely return home to a different state before a bill is even finalized.
Will using a collection agency generate negative reviews or damage our brand?
Not with a diplomatic, reputation-safe process. Nexa’s “Customer Resolution Department” model is built around mediation rather than confrontation, and corporate B2B accounts are contacted at the accounts-payable level, never in a way that touches the public-facing guest experience.
Do I get a dedicated point of contact, or work with a call center?
A dedicated account representative, backed by a centralized expert support team, not a rotating call queue. Your contact understands hospitality-specific account types, folios, damage claims, corporate billing, rather than treating every account as a generic invoice.
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