Reservation not in the system and requested to pay at hotel

Introduction

This tutorial addresses the common issue of hotel reservations not appearing in the system, which can lead to requests for payment upon arrival. By following these steps, you will learn how to handle this situation effectively, ensuring a smooth check-in process and preventing unexpected charges.

Step 1: Verify Your Reservation Details

• Check your email for the reservation confirmation.
• Ensure that the name, dates, and hotel details match what you expect.
• If applicable, look for any reference number provided in the confirmation email.

Step 2: Contact the Hotel Directly

• Call the hotel using the phone number listed on their official website.
• Provide them with your reservation details, including:
  • Your name
  • Reservation confirmation number
  • Dates of your stay
• Ask them to confirm whether your reservation is in their system.

Step 3: Gather Supporting Documents

• If the hotel cannot find your reservation, gather any relevant documents:
  • Screenshots of the booking confirmation email
  • Payment receipts (if already paid)
• These documents will be useful in resolving any discrepancies.

Step 4: Discuss Payment Options

• If your reservation is not found, ask the hotel about their policy on payment at check-in.
• Inquire if they can accommodate you without charging a full rate or if they can honor the original booking rate.
• Make sure to clarify the payment methods accepted (e.g., credit card, cash).

Step 5: Explore Alternative Solutions

• If the hotel cannot accommodate you, ask if they can assist with finding alternative nearby accommodations.
• Check for any available rooms at the hotel or sister properties.

Step 6: Follow Up After the Stay

• After your stay, reach out to the booking platform (if applicable) to report the issue.
• Provide them with the details of your experience and any supporting documents.
• This can help improve their service and prevent similar issues in the future.

Conclusion

Navigating a situation where your reservation is not recognized can be stressful, but with these steps, you can manage the process effectively. Always keep your confirmation details handy, communicate clearly with hotel staff, and follow up as needed. This approach will help ensure a smooth hotel experience, even in the face of unexpected challenges.