Stay calm and show the front desk your confirmation email or the booking in My Trips — the booking reference usually lets them locate it under the partner channel it arrived through. If they still cannot find it, contact our support immediately from support; we will re-send the confirmation to the hotel or arrange an alternative while you wait.
Travel with your confirmation handy
Keep the confirmation email on your phone and screenshot the booking page in My Trips before you fly — a screenshot works even with no roaming or hotel Wi-Fi. The booking reference on it is the key that unlocks most check-in problems.
Help the desk search properly
Bookings reach hotels through partner channels, so they may sit under a different reference system than a direct booking. Ask the desk to search by:
- the booking reference on your confirmation,
- the lead guest's name — including alternative spellings, and
- your check-in date — mistakes here are surprisingly common.
A name typo or a desk agent checking the wrong arrival date explains most "missing" bookings.
If it is genuinely not in their system
Open a ticket at support from the lobby — include your booking reference and the hotel's name. We contact the hotel and the booking channel in real time to re-send the confirmation, and if the room genuinely cannot be produced we arrange an alternative or a refund.
You are protected
A paid, confirmed booking will be honoured or made right — you will not be left paying twice for the same night. For urgent help you can also reach us via contact.