nanaA little help along the way.
REPLACE BEFORE LAUNCH: This page is a beta placeholder. It has not been reviewed by a lawyer and is not the final, binding text.
Contact us
Email [support email]. Include your booking reference or checkout reference so we can find your stay quickly. Support is available by email 24 hours a day, 7 days a week. We aim to reply within [response time].
Payment or booking uncertainty
If you completed payment but your stay is not confirmed, do not pay again. Keep your checkout reference and contact support. We check the supplier's records before anything else, and we tell you by email whether a reservation exists.
Finding your reservation
Open My bookings and enter the email used at checkout. We send a secure link to that address. The link expires in 30 minutes, and you can request a new one at any time.
Changing or cancelling
Use your secure booking link to request cancellation assistance. A request does not cancel your reservation: support confirms the current penalty with you first. Date or guest changes are not available online, so contact support.
At the hotel
Bring the booking reference from your confirmation email and a photo ID matching the lead guest's name. The hotel's own confirmation code can arrive after the booking is confirmed. For urgent problems at check-in, email [support email] at any time.
Complaints
If something went wrong, email [support email] with your reference and what happened. We acknowledge complaints within [acknowledgement time] and aim to resolve them within [resolution time].