This may include a different room category, missing breakfast or other included benefits, a charge for something already included, unavailable facilities, or cleanliness and maintenance issues.
What to do during your stay
Check your booking confirmation or voucher against what the property has provided. For a listing mismatch, keep screenshots of the relevant information on Pelago.
Explain the issue to the front desk or duty manager and ask for it to be resolved. For example, ask for the booked room, a missing included benefit, cleaning or repairs, or a review of an incorrect charge.
Keep photos, written messages and any itemised receipts related to the issue. Note when it began, how many nights or services were affected, and what the property offered.
If the issue remains unresolved, contact Pelago Support. Share your booking ID, property name, a description of the issue, supporting evidence and the name of the staff member assisting you.
Our live support hours are daily, 7:00 AM to 11:30 PM Singapore Time (SGT). Let us know if you are still at the property so we can help address the issue during your stay.
If you need help outside our operating hours
Ask the duty manager to help resolve the issue. If the property offers another room or an alternative arrangement, check whether it meets your needs and whether any extra charges apply.
Keep a record of the issue, the property’s response and any additional costs.
Contact Pelago Support as soon as our operating hours begin and send us the details above.
If there is a safety or security concern
Prioritise your safety. Move to a safe place and contact the property’s security team or local emergency services where appropriate. Ask the property for a safe room or alternative accommodation, then contact Pelago Support when it is safe to do so.
What happens next?
We will review your booking details and the information provided, and work with the property and our booking partner to identify a suitable resolution. This may include correcting the issue, providing a suitable alternative, or reviewing a refund for a service that was included but not provided.
Refunds or reimbursements depend on the confirmed booking, supporting evidence and the outcome of the review. Additional costs are not automatically covered.
A few things to keep in mind
Property charges: Local taxes, resort fees, deposits or optional services disclosed in your booking terms may still be payable. If you believe you have been charged twice for an included item, keep the receipt and contact us.
Special requests: Preferences such as a high floor, adjoining rooms, bed type, early check-in or late check-out are subject to availability unless explicitly guaranteed. If a paid or guaranteed feature was not provided, share the confirmation with us.
After checkout: You can still contact us about an issue after your stay. Share the supporting evidence and explain whether you reported it to the property and what happened.
If the property cannot accommodate you because no rooms are available, refer to “The property has no rooms upon my arrival” for guidance.