Network
AmexCode
C18Response window
20 calendar daysWin difficulty
MediumDispute type
Consumer DisputeC18 is primarily relevant to hotels, vacation rentals, and hospitality businesses. If you don't take advance deposits or charge for no-shows, you're unlikely to receive this code.
Amex C18 - No Show / CARDeposit Cancelled: What It Is and How to Respond
⚠️ 20-Day Deadline: American Express gives you only 20 calendar days to respond - shorter than Visa (30 days) or Mastercard (45 days). Act within 48 hours of receiving notification.
C18 is filed when a cardholder was billed for lodging or a service they cancelled or didn't show up for. This code covers two distinct scenarios: the cardholder cancelled the reservation but was still charged a deposit or cancellation fee; or the cardholder didn't show up (no-show) but disputes the no-show charge. CARDeposit refers to Amex's programme for handling guaranteed reservation deposits.
Whether you can defend a C18 dispute depends almost entirely on how clearly your no-show and cancellation policy was disclosed at the time of booking, and whether you can prove no valid cancellation was received before the no-show date.
Common reasons you received this dispute
- 1Guest cancelled within the free cancellation window but was still charged a deposit or cancellation fee
- 2Guest filed a no-show charge dispute claiming they did cancel, but your records show no cancellation was received
- 3Guest disputes that the cancellation policy was clearly disclosed - believes terms were buried or not prominent at booking
- 4The deposit hold exceeded what was disclosed in the booking terms
Can you win this dispute?
Fight this dispute if...
- ✓No-show/cancellation policy was clearly disclosed at booking and agreed to by the guest
- ✓Cancellation was received after your stated cancellation deadline
- ✓You can prove no valid cancellation was received before the no-show date
Accept this chargeback if...
- ✗Guest cancelled within the free cancellation window and was charged anyway
- ✗Cancellation policy was not clearly disclosed at booking
- ✗You charged more than the disclosed deposit amount
Evidence checklist
- ✅ Required
Signed booking confirmation showing no-show/cancellation policy: The booking confirmation sent to the guest, which must include the specific no-show and cancellation terms - deadline, fee amount, and deposit conditions. A signed booking form is strongest; an email confirmation quoting the terms is also valid.
- ✅ Required
Booking records showing the cardholder agreed to the terms: Booking platform records, reservation system export, or checkout confirmation showing the guest accepted the terms before completing the booking.
- ⭐ Strongly recommended
Evidence no valid cancellation was received before the no-show: Your reservation or cancellation system records showing no cancellation request was processed before the no-show date - particularly important when the guest claims they did cancel.
- ⭐ Strongly recommended
Any communication with the guest: Emails, messages, or call records between you and the guest about the reservation - especially any communications close to the check-in date that do not include a cancellation request.
- ○ If available
Screenshots of the cancellation policy as displayed during booking: If the booking was made online, screenshots of the booking flow showing where and how the cancellation policy was displayed before the guest confirmed.
Key legal note for hospitality businesses
Many jurisdictions - including the UK and EU - have specific consumer protection requirements about how cancellation policies must be disclosed for advance bookings. Policies buried in T&Cs that the guest had no practical way to notice before confirming may not hold up in a dispute even if technically accepted. Ensure your cancellation terms are prominent, specific (including exact fee amounts and deadlines), and confirmed explicitly at the time of booking.
Key deadlines
Response window: 20 calendar days from the notification date.
C18 vs C05: C18 is hospitality-specific (hotels, vacation rentals, guaranteed reservations). For general service cancellations outside hospitality, see C05.
Frequently asked questions
What is Amex C18?
Amex C18 is filed when a cardholder was billed for lodging or a service they cancelled or didn't show up for, and they dispute the charge. It covers two scenarios: (1) the cardholder cancelled the reservation but was still charged a deposit or cancellation fee; (2) the cardholder didn't show up but disputes the no-show charge. CARDeposit refers to Amex's programme for handling guaranteed reservation deposits.
How do I prove a valid cancellation policy was agreed to?
Provide the signed booking confirmation or the booking platform's checkout page showing the no-show and cancellation policy before the guest confirmed. The policy must have been visible and unambiguous - ideally with an explicit checkbox, signature, or click-to-confirm step. Email booking confirmations that quote the policy terms are also strong evidence of agreement.
What if the guest claims they cancelled but has no cancellation confirmation?
If your systems show no valid cancellation was received before the no-show date, state this clearly and provide your cancellation log or booking system records as evidence. Guests who cancelled validly should have received a cancellation confirmation from you or the booking platform. The absence of any such confirmation on either side supports your position that no cancellation was processed.
How is C18 different from C05?
C18 is specifically for hospitality and lodging - hotels, vacation rentals, and similar businesses that take advance deposits or charge for no-shows. The CARDeposit element is Amex-specific to this industry context. C05 is the broader general cancellation code applying to any one-time transaction. If you operate in hospitality and the dispute involves a guaranteed reservation or no-show charge, C18 is the applicable code.
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