Booking Error Instructions

Modified on Tue, 14 Nov 2023 at 04:51 PM

We're sorry to hear that you had an issue with your booking. To help us fix the problem, we'll need some documentation from you.

  • If you were double charged (once by Super and again by the hotel), please send us a copy of the hotel invoice.
  • If you weren't able to use your booking, we'll need written confirmation from the hotel front desk explaining why.
  • If you had to stay in a lesser room, we'll need written confirmation from the hotel front desk with the reason why, as well as the price difference between your original booking and the room you ended up staying in.

How to Submit a Ticket:

  1. Get proof: Make sure to get documentation that proves the error.
  2. Navigate to the Ticket Portal: Go to the “Submit a Ticket” section to initiate your request.
  3. Provide Details: Under "Cancellation Reason", select Booking Error (double charged, unable to check in, incorrect room type)
  4. Attach Confirmation: Upload your supporting documentation.
  5. Finalize: Click ‘Submit’ to send your request.

What Happens Next:

  1. Ticket Review: Once we receive your ticket, we'll review your documentation and work to fix the error. 
  2. Stay Informed: You’ll get an email acknowledgment of your request, and we’ll keep you updated on its status.
  3. Processing Time: Expect a resolution within 72 hours.
  4. Avoid Delays: Please do not submit duplicate requests as it could complicate and prolong the process.

Where to Find the “Submit a Ticket” Button:

  • Look for the button in the top-right corner within the Booking Amendment portal.
  • Alternatively, navigate to Home > Submit a Ticket.

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