Hotel Can't Find My Reservation
If the hotel can't find your booking, don't panic - this is usually an easy fix.
Quick Answer
Stay calm → Show confirmation → Provide all reference numbers → Call PriceRoom support → We'll resolve it immediately
Most common causes: Name variation, supplier system delay, hotel staff error
Immediate Steps
Step 1: Show Your Confirmation
Have ready:
- PriceRoom confirmation email
- Booking reference number
- Supplier confirmation number
- Your ID
Show hotel staff:
- Printed or digital confirmation
- All booking details
- Payment proof if available
Step 2: Check Name Variations
Common issues:
- Different name format (John Smith vs Smith, John)
- Middle name included/excluded
- Spelled differently
- Special characters
Try searching:
- Last name only
- First name only
- Different name order
- Phone number or email
Step 3: Provide Supplier Reference
Give hotel:
- Supplier confirmation number
- Supplier name (RateHawk, Hotelbeds, etc.)
- Ask them to check supplier portal
Example: "The booking is through RateHawk, confirmation number RH12345678"
Step 4: Contact PriceRoom
Call/message us immediately:
- We'll contact supplier
- We'll conference call hotel
- We'll verify booking
- We'll resolve issue
Have ready:
- Your booking reference
- Hotel name and location
- Check-in date
- Guest name
Common Causes
1. System Delay
What happened:
- Booking confirmed by supplier
- Not yet in hotel system
- Usually syncs within hours
- Rare but happens
Solution:
- Show confirmation
- Hotel calls supplier
- Supplier confirms directly
- Usually resolved in minutes
2. Name Mismatch
What happened:
- Name entered slightly different
- Hotel searching wrong format
- Special characters missing
- Title (Mr/Mrs) included/excluded
Solution:
- Try all name variations
- Search by confirmation number
- Search by date
3. Wrong Property
What happened:
- Chain hotel - wrong location
- Similar hotel name
- Hotel has multiple properties
Solution:
- Verify hotel address
- Check confirmation carefully
- Confirm exact property
- May need to go to correct location
4. Date Confusion
What happened:
- Booking for different dates
- Hotel checking wrong date
- Time zone differences
Solution:
- Clearly state check-in date
- Show dates in confirmation
- Check hotel is looking at correct date
5. Cancelled by Mistake
What happened:
- Hotel cancelled incorrectly
- Supplier error
- System glitch
Solution:
- Show confirmation
- We reconfirm with supplier
- Hotel must honor booking
- Legal obligation
What Hotel Should Do
Proper Hotel Procedure
They should:
- Check all reservation systems
- Call supplier directly
- Search by confirmation number
- Contact their reservations team
- Check email reservations
They shouldn't:
- Turn you away immediately
- Say "no booking" without checking thoroughly
- Refuse to contact supplier
- Demand you book again
If Hotel Won't Help
Escalate:
- Ask for duty manager
- Show booking confirmation clearly
- Remain polite but firm
- Contact PriceRoom with hotel on line
Your rights:
- You have confirmed booking
- Hotel must honor it
- Supplier legally obligated
- We'll enforce this
While Issue is Resolved
At the Hotel
Ask to:
- Sit in lobby
- Use WiFi
- Store luggage
- Wait while resolved
Don't:
- Leave the hotel
- Book elsewhere yet
- Pay again
- Panic
If Takes Time
Hotel should offer:
- Refreshments while waiting
- Alternative room temporarily
- Upgrade if available
- Apology for inconvenience
Resolution Options
Option 1: Find the Booking
Most common:
- Found under different name
- In different system
- Supplier confirms directly
- You check in normally
Option 2: Manual Override
If system issue:
- Supplier authorizes hotel directly
- Hotel creates manual reservation
- You check in with confirmation
- System updated later
Option 3: Alternative Accommodation
If hotel genuinely overbooked:
- Hotel must find alternative
- Equal or better quality
- At same or lower price
- Transportation provided
- Hotel pays difference
Or:
- We find alternative immediately
- Full refund processed
- Compensation for inconvenience
Preventing Issues
Before Travel
✅ Save confirmation offline
✅ Print confirmation as backup
✅ Note all reference numbers
✅ Save hotel contact number
✅ Screenshot booking details
On Arrival
✅ Have confirmation ready
✅ State booking clearly
✅ Provide reference numbers
✅ Be patient and polite
✅ Don't leave hotel premises
Documentation to Keep
Essential Papers
Bring to hotel:
- Booking confirmation email
- Payment receipt/confirmation
- All reference numbers
- PriceRoom contact info
Digital backups:
- Screenshots on phone
- Email saved offline
- Photos of confirmation
Legal Protection
Your Rights
You are entitled to:
- Accommodation as booked
- Same or better room
- No extra charges
- Alternative if truly unavailable
Supplier obligations:
- Must honor confirmed booking
- Cannot deny valid reservation
- Must find solution
- Legal contract exists
If Hotel Refuses
Document everything:
- Staff names
- Time and date
- What was said
- Photos if appropriate
Contact us immediately:
- We'll handle legally
- Force supplier compliance
- Find alternative
- Seek compensation
Special Situations
Booked Under Different Name
If booking for someone else:
- Confirmation may be under your name
- Provide authorization
- Show confirmation
- ID of both people helpful
Corporate Bookings
Company reservations:
- May be under company name
- Provide employee details
- Show confirmation
- Corporate contact info
Group Bookings
Multiple rooms:
- May need master booking number
- Individual room numbers
- Group coordinator details
After Resolution
If Everything Resolved
You should:
- Verify room details correct
- Ensure no extra charges
- Get apology if warranted
- Enjoy your stay!
We should know:
- Email us what happened
- Help us prevent future issues
- Improve our supplier relationships
If Not Resolved Satisfactorily
Contact us:
- Explain outcome
- Show documentation
- Request compensation
- File formal complaint
We'll:
- Investigate thoroughly
- Take action with supplier
- Compensate if appropriate
- Prevent recurrence
FAQ
Q: Can hotel refuse me if confirmation is valid? A: No. Valid confirmation is binding contract.
Q: Should I book another room? A: No! Don't pay twice. Contact us first.
Q: What if I need to leave for meeting? A: Tell hotel urgency. Contact us immediately. We'll expedite.
Q: Can hotel charge me again? A: No. You've already paid through PriceRoom.
Q: What if hotel is full? A: They must find alternative of equal/better standard.
Q: Will I get compensation? A: Depends on cause and resolution. We review case-by-case.
Emergency Contact
Hotel can't find booking?
Contact PriceRoom immediately:
📧 Email: support@priceroom.co
💬 Live Chat: On website
📱 Account: Message through app
Available: 24/7/365
We'll:
- Contact supplier now
- Conference call hotel
- Resolve within 15 minutes
- Find alternative if needed