Trouble Checking In / Hotel Cannot find my Reservation

To check-in, please provide the traveling guest's first and last name to the Front Desk Agent, they will be able to find your reservation with this information. If the hotel is not able to find your reservation with the first and last name, please confirm that you are checking in to the booking on the correct dates. The Hotel will not have the SmarterTravel Reservation Number beginning with (H) on file.

Trouble Checking in

If you are currently at the hotel and are having trouble checking in, Contact Smarter Travel's Customer Service Team.

If you are not put in touch with a member of SmarterTravel's Customer Service Team immediately via chat, please follow these steps: 

1. Pull up your reservation's confirmation email or access your reservation at https://hotels.smartertravel.com/n/hotels/reservations.
   • To access your booking on the SmarterTravel website, you will need to enter your booking email and the SmarterTravel Confirmation number that begins with H
2. Locate the section called "Booking Details" and confirm if the supplier for your reservation is listed as Hotelbeds and find the Hotelbeds Confirmation Number.
   Your reservation will look similar to the example below: 
   
   HOW TO SPEAK WITH A LIVE AGENT 
3.  Once you confirm that your reservation vendor is Hotelbeds, please call them to ask that they confirm your booking with the hotel: 
   • For bookings inside the USA:  [phone]
   • For International bookings: +011-52-554-624-0194
4. Once you call, you need to follow the prompts you will be given
   1. 1. 1. First, click 0 to accept the Privacy Policy provided by Hotelbeds
         2. Next, click 2 for "on-the-spot assistance"
         3. Then click 1 to be assigned to an agent
         4. They will then ask you to enter your HotelBeds Confirmation number which you located in step 2. When inputting your confirmation number, they will ask you to enter the numbers before the hyphen then click #, and then after and click #.
         5. You will then be connected with a Customer Service Associate.  
5. When speaking with Customer Service they will ask you to confirm the First and Last Name of the guest listed on the confirmation, the hotel name, and finally the check-in and out dates. 
6. You should then explain the issue you are facing with the hotel to the agent so that they can call the hotel and resolve the issue. 
   • It is important to note that the Agent will most likely need to call the hotel directly. You will not be able to pass your phone to a hotel employee.