The hotel does not have my reservation in their system
A guest guide...
Uh-oh! So you've arrived at your hotel, and they can't seem to find your reservation. Don't worry—there are a few reasons this might happen, and we've got you covered with some easy steps to sort it out based on where you are in your journey.
Before You Travel
Most of our hotel bookings are made through local suppliers, who sometimes only share your personal details with the hotel a few days, hours before your arrival. So, if you're reaching out to your hotel way in advance, don't worry if they can't find your booking right away. Get in-touch with our support team and we will follow up with the local supplier / accommodation provider expediting the process.
When You Arrive
On the rare occasion your hotel can't find your booking when you check in, it might be due to a supplier payment hiccup.
Before panicking, double-check that you're using the right reference number.
For checking in, you will need your hotel reference number, which you can find on your booking documents.
Keep in mind, this is different from your booking reference number and it is listed on the top left side of your voucher.
If that doesn't do the trick and you're still unable to check in, give our support team a ring or send us an email explaining the situation.
In most cases things will be sorted out in few minutes but if we're unable to resolve the issue with the hotel, don’t worry!
We’ll arrange to move you to a comparable hotel nearby so you can continue enjoying your stay or refund the cost of your stay.
We aim to respond to all support tickets as quickly as possible, typically within 24 hours. Our team is committed to getting back to you sooner whenever we can. To ensure that we can assist everyone efficiently, we kindly ask you not to send multiple emails or calls about the same issue, as we process tickets in the order they are received. In the meantime, you might find our help articles useful for common questions. Additionally, after booking, feel free to contact local providers directly for specific inquiries. We're here to help and appreciate your patience!