Where is my hotel confirmation and how does check-in work?

It is on your order page. After payment we confirm your reservation with the hotel. Once that is done, the order page shows the Confirmation ID and the details you need at check-in, and the confirmation is emailed to the guest email you gave.

01What happens after payment

1. 1The page says it is confirming your reservation with the hotel. The Confirmation ID reads Being confirmed until then.
2. 2When the hotel confirms, the page reads Your stay is booked and the booking shows Confirmed.

Confirmation typically takes minutes. Our Terms of Service allow up to 48 hours for certain properties.

02Find your booking details

1. 1Open the order: the private order link in your order email, or Orders in your account.
2. 2Booking shows Check-in and Check-out with the hotel's times, the length of the stay and the Board. It also shows Hotel contact, any amount Due at property, and Key collection when the property has instructions for it.
3. 3Room & guests shows the room, the guests and the booking contact.
4. 4Policies shows the Cancellation policy, the Hotel policy with check-in and check-out times, and the Rate conditions.
5. 5Price shows what you paid.

03At check-in

• Give the guest's name and the Confirmation ID.
• Check the hotel's check-in time on the booking.
• If there is an amount Due at property, you pay it to the hotel. See What do I pay at the hotel?.
• To ask the hotel for something, select Special request next to the Confirmation ID. It shows the hotel's phone and email so you can contact the hotel directly.

04If something is wrong

• Still being confirmed: come back to the page. It updates when the hotel confirms. Contact support if 48 hours have passed, or earlier if your check-in is close.
• No email: check your spam folder. The order page has the same details.
• The hotel cannot find the booking, or does not honour it: show the Confirmation ID and contact support straight away through the support widget or [email protected], with your order number, the Confirmation ID and what the hotel told you. Under our Refund Policy, bookings not honoured by the property due to overbooking or closure are refundable.

05Related articles

• How do I book a hotel?
• How do I cancel a hotel booking?
• What do I pay at the hotel?