What do I do if my hotel doesn’t have a record of my booking?
There are a few reasons why your hotel might not have the details of your booking on file. You’ll find more information and next steps, depending on where you are in your loveholidays journey, below.
Before you travel
We book many of our hotel rooms through local suppliers who often only share your personal information with your hotel a few weeks before your arrival. Therefore, if you get in touch with your accommodation far in advance, there’s a possibility they won’t have your booking details on file.
If you need to contact your hotel for any reason – including organising special requests or finding out more on accessibility – we recommend getting in touch with them within 2 weeks of your arrival.
On arrival
In the rare case your hotel cannot find your booking on their system when you arrive to check in, it may be due to a supplier payment error. However, it’s worth checking that:
- You’re using the correct reference number. For hotel check-in, you’ll need to use your hotel reference number. You'll find this in the accommodation section of your booking documents. Please note that this number is different to your booking reference number (which begins with ‘LOV’).
If the above doesn’t work and you’re still unable to check in to your hotel, please give our On Holiday Support Team a call, using the number listed in the ‘Support’ section of your booking documents.
If we’re unable to resolve the matter directly with the hotel, we will arrange for you to be moved to a like-for-like hotel close by.
