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Hotel booking missing on arrival

The desk can't find your booking: stay calm, gather proof and get a room tonight.

20 items · 5 sections · travel, documents

Start this checklist

At the desk (5)

  • Stay polite: the person at the desk can help you faster
  • Check you are at the right hotel and the right city
  • Check the name on the booking and try other spellings
  • Show your confirmation email or app booking with the number
  • Ask them to search by your email, phone number and booking site

Gather proof (4)

  • Take screenshots of the booking, the price and the payment
  • Find the booking confirmation number
  • Check your bank or card for a charge from the hotel or booking site
  • Check the dates: a wrong date can make a booking look missing

Call the booking site (4)

  • Call the booking site’s number from its app or website, not from a search result
  • Ask them to contact the hotel and confirm the booking
  • Ask for the case number and the name of the person you talked to
  • Ask them to find you a room tonight if the booking is lost

If there is no room (4)

  • Ask the hotel for a room at a partner hotel at no extra cost
  • Ask if you can have a refund, and for it in writing
  • Check other hotels nearby on your phone
  • Keep every receipt for the new hotel and transport

Afterwards (3)

  • Ask the booking site for a refund of the difference in price
  • Dispute the charge with your card company if no refund comes
  • Leave an honest review so others know

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