What families can do on their own

Self-service

Families do not need you to manage a booking. They can:

• Book rooms at your event's hotels from your booking link. They pay part of the stay when they book and the rest at the hotel; checkout shows what is due now and an estimate of what they will pay at the hotel.
• Look up a booking with the Manage Booking button in their confirmation email, or on the reservations page with their confirmation number and email.
• Edit details on the reservation page: the guest's name, phone, number of guests, hotel rewards number and special requests, until the evening before the check-in date.
• Change dates while the booking is still inside its free-cancellation period.
• Cancel each room online, until the evening before the check-in date.
• Hold rooms for a team, when team holds are on for your event: a coach holds rooms at a hotel and shares one link with the team.

Cancellations and refunds

A family that cancels at least 72 hours before check-in gets back everything it paid at booking for that room. Inside that window, and for a no-show, the first night is non-refundable. A hotel's contract can set a different window, and each reservation page shows the exact deadline.

Each room has its own confirmation number and is cancelled on its own page. Refunds go back to the original payment method and typically take 5 to 10 business days to process.

At the hotel

Hotels see each booking on their TEAM Solutions rooming list, get new bookings by email each day and get their full rooming list after their booking cutoff. Until a hotel enters a booking into its own system, the front desk may not find the family by name. The TEAM Solutions confirmation email is the family's proof of booking.

Once the hotel adds its own confirmation number for every room booked under a guest's email, that guest gets an email with the hotel's numbers. When a coach books rooms for several families, each family's email goes out as soon as its own rooms are confirmed.