I had this happen in the States.
My outlaws were staying in the same hotel for some of the time and they were on a package that included breakfast - they even had a confirming letter which I saw later. They left first.
I got my bill and saw the addition of their breakfast which I queried and the receptionist came out with utter crap. I asked for the manager - Oh he isn't here. Who is in charge then? (fairly big hotel). More crap and procrastination. If there was a fire or a major incident who would you call? Stonewalling.....
This was just as e-ticketing came in and I scrawled in the amoutn minus the breakfasts and, in front of the receptionist, I called AMEX and instructed them of the amount and NOT to accept any secondary charges from the hotel and the reason why. And this is what happened.
Therefore, I would suggest that she first phone her card company and put a block on the illicit transaction and then call the restaurant/hotel and ask for the most senior manager and explain that (i) this was not on and (ii) she has blocked the charge.