It is uncommon, but if the property cannot find your booking or says that no room is available, contact Pelago Support as soon as possible.
Our live support hours are daily, 7:00 AM to 11:30 PM Singapore Time (SGT).
Contact Pelago during operating hours
Ask the front desk to check the booking again using the lead guest's name and your confirmation number.
If the booking still cannot be found or no room is available, ask to speak with the hotel's duty manager.
Contact Pelago Support and share your Pelago booking ID or confirmation number, the property's name and the name of the hotel staff assisting you.
Do not cancel your original booking unless Pelago asks you to.
Located at the top-right corner of your voucher
If possible, remain near the front desk while we check the booking with the property.
If you are checking in outside our operating hours
Ask the duty manager to recheck your booking.
Request written confirmation that the property has no room available or cannot honour your booking.
Note the staff member's name and the time you tried to check in. Take photos or screenshots of any written messages.
If you need somewhere to stay immediately, book a reasonably priced alternative in the same area and of a similar standard. Keep the booking confirmation and itemised receipt.
Contact Pelago Support as soon as our operating hours begin and send us the documents above.
What happens next?
We will investigate the case with the property and let you know whether a refund or reimbursement applies. This will depend on the documents provided and the outcome of our review.
Please choose a reasonable alternative, as additional costs are not automatically covered. If the property offers another room or hotel, confirm whether there is an extra charge before accepting it.