A LITTLE HELP. MORE POSSIBILITY.
Great experiences.Support to match.
Find answers for your bookings, payments and plans. Let’s get you back to what matters.
Customer presentationSee Superlogic in actionExplore the booking-recovery journey and connected data model. View presentationAt the hotel and unable to check in?
Tell us where you are and include your booking reference.
FIND YOUR WAY
What can we help with?
Start with the part of your journey
you need a hand with.
Your booking
Confirmations, arrival details and help when plans don’t go as expected.
Find booking helpChanges & cancellations
A different date, a change of plans or the next steps for a cancellation.
Explore your optionsPayments & refunds
Understand a payment, follow a refund or find out what a status means.
Understand your paymentRewards & payment methods
Help with bookings made using money, rewards or a combination of both.
Get rewards guidanceYOUR HELP LIBRARY
A little clarity goes a long way.
Bookings & confirmations
Check hotel reservations, flight documents where offered, and experience access instructions.
Payments, refunds & rewards
Understand payment records and follow the separate outcomes for money and rewards.
Changes & urgent travel help
Request a change or cancellation, review alternatives, and get help when you cannot check in.
Your program & support
Find the right support route, access your booking and share information safely.
Good places to start
- Check whether your hotel booking is confirmed
- Your hotel booking is pending, failed or cannot be verified
- You were charged but have no booking confirmation
- Understand refund requested, approved, submitted and completed
- Your refund has not appeared or has a processing problem
- You are at the hotel and it cannot find your reservation
- The hotel asks you to pay again at check-in
- Contact support and ask for a human specialist
A FEW COMMON QUESTIONS
Let’s clear
that up.
Start here for the essentials, then explore the help library for more detail.
Where can I find my booking confirmation?
Check the email address and the app or website you used to book. A booking reference and a supplier confirmation may be different. If the confirmation is missing or unclear, contact support with your booking reference.
Find confirmation guidanceWhat if the hotel cannot find my reservation?
Use the check-in help link and say that you are already at the property. Include the hotel name, booking reference and what reception has told you. A pending or unknown status should not be treated as a confirmed cancellation.
Get check-in helpCan I change or cancel a booking?
Options depend on the terms of your booking and the supplier. Send the change you would like to make before committing to a replacement. A request to change or cancel is not the same as confirmation that it has happened.
Explore changes and cancellationsWhy does my refund still say pending?
Requested, submitted and completed are different stages. Ask support for the latest confirmed status rather than submitting the same request again. A booking paid with both money and rewards may need each payment component checked.
Understand refund statusesWE’RE HERE FOR THE NEXT STEP
Some things need
a human touch.
Tell us what’s happening with your booking.