Frequently Asked Questions
Q: I can’t find my reservation confirmation email. What should I do?
A: If you can’t find your reservation confirmation email, please check your junk or spam folders.
For Hotmail and AOL users, the security settings can occasionally prevent the confirmation email from reaching you. If possible, please use an alternative email address.
If you cannot find your confirmation email in any of the folders, please sign in with your reservation confirmation number and email address.
Q: My card has been charged while my booking clearly states the amount can be paid later.
A: Please note that the hotel reserves the right to pre-authorize your credit card prior to arrival for busy dates to avoid the loss of a late cancellation fee by pre-authorizing the cancellation amount for the first-night stay.
Bookings made using a debit card may find, that the pre-authorization results in funds being deducted from your account. Some banks cannot set your funds into a "hold" status and automatically process the pre-authorization as a debit.
A pre-authorization is not a charge when booking with a credit card. It is simply the practice of having the ability to charge in the future by locking funds. The hotel has not received any payment but has locked the funds equivalent to the first night of stay.
In the event of cancellation of a booking prior to the hotel’s notice period, pre-authorizations will be released. This process can take between 3-21 days, dependent upon the hotel. Any concerns with the release of this pre-authorization should be addressed with the property directly via the contact details on your booking confirmation.
Q: Why does TiCATi offer some special rates?
A: Most of our rates come directly from hotels. Hotels provide special rates for travelers that care about our environment. By reducing their carbon footprint, green travelers assist hotels to reduce their costs too. There are also special rates for seniors as well as members of AAA, CAA, AARP, CARP, government, business, and the army, valid upon presentation of the ID at check-in.
Q: I have already entered my payment details in TiCATi. Should I pay the hotel upon check-out?
A: Payment details are securely transmitted to the hotel to guarantee the reservation. Your card will be not be charged by the hotel unless otherwise stated in the rate or for a pre-authorization—see above.
TiCATi does not have access to payment details as per PCI security compliance. If your payment details are not valid, the hotel will contact you to guarantee your reservation.
Q: The hotel cannot find my booking.
A: It may happen occasionally when you book on very short notice and the hotel’s property management system is not fully integrated with its reservation system. In this case, the hotel’s reservation team may not have enough time to enter your booking details into the hotel property management system.
Kindly require the front desk team to search into their central reservation system. They will have to select all channels and enter the booking reference you have received in your confirmation letter.
SynXis booking reference: 17944SB007888 (this hotel uses SynXis for the reservation)
TravelClick booking reference: 436588834 (this hotel uses TravelClick for the reservation)
Q: The hotel has made an overbooking.
A: Most of the hotels will propose comparable hotels and offer you compensation accordingly. The hotel has to accommodate you or propose a solution that satisfies you.
If a hotel knows about an overbooking problem in advance, they will probably ‘protect’ the overbooked guests by arranging alternate rooms at some other nearby hotel and then ‘walk’ them to a comparable hotel when they check-in, and will have this all in place for when you arrive. Such an arrangement might include providing a taxi fare to get to the next hotel, or maybe a free meal or something as well, and if you’re lucky, a room upgrade or a nicer hotel than the one that couldn’t accommodate you.
They’ll also traditionally allow you to make a free long-distance call to tell someone that you’re not in the hotel you said you’d be in, but these days, we all have cell phones with effectively free and unlimited calling, so who cares about that anymore.
Sometimes the hotel will not have alternative accommodation already arranged, particularly if it is late at night and they’ve decided you’re simply not going to turn up, and particularly if there is a shortage of other rooms at other hotels, making it hard for them to hold rooms elsewhere ‘just in case you do arrive. But that is their problem, not yours, and if you have a guaranteed reservation, then you absolutely should not feel apologetic at checking in ‘late’ because there’s no such thing as ‘late’ for that type of reservation.
Please do not hesitate to contact us with any further questions at: firstname.lastname@example.org