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TEAM Solutions

The hotel can't find my reservation

Your booking is confirmed as soon as you pay. The front desk may not find it until the hotel enters it in its own system and adds its confirmation number.

For guests and familiesUpdated

Step by step

  1. Step 1: Show your TEAM Solutions confirmation email

    It is your proof of booking. It has one TEAM Solutions confirmation number for each room, starting with TS-. If someone else booked your room, it went to them.

  2. Step 2: Look for the hotel's confirmation email

    It is sent once the hotel has added its confirmation number for every room booked under your email. If you booked rooms for other guests, each guest gets the hotel's number for their own room. Give the hotel's number at the front desk.

  3. Step 3: Still not found? Contact support

    If the front desk cannot find you once you have the hotel's confirmation number, or on your check-in date, contact support with your TEAM Solutions confirmation number.

Why it happens

Your reservation is confirmed with TEAM Solutions as soon as you complete your booking. The hotel can see it in TEAM Solutions right away. It also gets an email each day with any new bookings, and its full rooming list the morning after booking closes at that hotel. Your confirmation email says when that is, when the date is known.

Many hotels enter bookings into their own system after booking closes. Until then, the front desk may not find your reservation. Your booking stays active, and your TEAM Solutions confirmation email is your proof of booking.

Once the hotel has added its confirmation number for every room booked under your email, you get an email with the hotel's numbers. If you booked rooms for other guests, each guest gets the hotel's number for their own room. Give the hotel's number for your room at the front desk.

Common questions

Is my booking still valid if the hotel cannot find it?

Yes. Your booking is confirmed with TEAM Solutions as soon as you pay, and it stays active while the hotel enters it into its own system. Your TEAM Solutions confirmation email is your proof of booking.

Why have I not received the hotel's confirmation number yet?

The hotel adds its number after it enters your booking into its own system, and many hotels do that after booking closes. The email goes out once every room booked under your email has the hotel's number.

Still stuck?

Call or email our support team.

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