1 Show your booking details
Show the front desk your hotel voucher & hotel confirmation number
Make sure the hotel name, check in date and lead guest name match your booking.
2 Ask the front desk to check again
Ask the hotel to search using your confirmation number and the lead guest name.
Do not cancel your Pelago booking or book another hotel yet. We may need the original booking to remain active while we investigate.
3 Contact Pelago immediately
Stay at the hotel while you contact Pelago, if it is safe and practical to do so.
Share your Pelago Booking ID or confirmation number, the hotel name and what the front desk told you.
If possible, ask the front desk for a written note or message confirming the issue.
What Pelago will do
We will first try to confirm your original booking with the hotel. If the hotel still cannot provide your room, we will contact you with the available options.
We may offer another room or hotel with similar or better standards, services, room type and meal plan, in the same area where possible.
If a suitable alternative cannot be arranged, we will explain the refund or rebooking support available for your booking.
If you are asked to book another hotel
Please wait for Pelago to confirm the next step before making a new booking. If we confirm that you should arrange your own hotel:
Choose a hotel in the same area and of the same category as your original booking.
Keep the new hotel invoice and proof of payment.
After the case is verified, you may receive a full refund for the original booking and additional reimbursement of up to 50% of its value, subject to the applicable policy.
What to keep
Your Pelago booking confirmation or hotel voucher.
Messages or written confirmation from the hotel.
Receipts and invoices for any replacement hotel approved by Pelago.
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