The hotel can't find my reservation, or there's a problem at the property
Call us right away at (800) 601-4678. We answer 24/7, and you'll reach a real person on our own team. If we miss your call, leave a voicemail and we'll call you back.
What to try first at the front desk
- Show your confirmation email, or open the trip in My Trips on your phone.
- Give the front desk the Hotel confirmation # from your confirmation email.
- Ask them to search by the lead guest's name. That is the Reservation name in the email and the Guest name in My Trips.
- Ask them to check your check-in date too. Reservations are sometimes filed under a different date or a misspelled name.
If they still can't find it, call us from the front desk if you can. We can talk to the hotel while you are there.
Have this ready when you call
- Your confirmation number from the email or My Trips
- The lead guest's name and your check-in date
- The email address you used to book
Don't pay twice or cancel on your own
Your room is already paid. Before you pay the hotel again for the same stay, call us so we can sort it out with the hotel first.
Don't cancel the booking in My Trips while you are at the hotel. Cancelling can release your room, and your rate's cancellation policy still applies. See Refundable, partially refundable and non-refundable rates.
Fees due at check-in, such as a resort fee, are a separate charge from the hotel. They are not a second payment for your room. See Parking, breakfast and what your rate includes.
If the hotel is overbooked
Sometimes a hotel has more bookings than rooms. It may offer to move you to another nearby hotel, which is called being walked. Call us before you accept or leave, so we can confirm the details with the hotel.
Other problems during your stay
For anything else at the property, like a room that isn't what you booked, call us at (800) 601-4678, any time. For questions after your stay, such as receipts, email support@justgoodtravel.com or use chat on the site. We reply Monday to Friday, 9am to 5pm Central Time. See How to reach us.