Due to circumstances out of our control (like COVID-19), it's possible that a hotel might be closed, overbooked, or simply not have your reservation in their system due to a technical issue. Here's what you should do in the rare case that this happens to you.
How can this happen?
In these uncertain times, the hotel may not be passing the accurate availability through to our platform, which is how customers can end up booking rooms in closed hotels. As much as we understand the discomfort and distress this may cause, it is unfortunately not something that we can currently control.
What to do if this happens to you
First off, please remain calm and contact TravelPerk Customer Care before doing anything else. We recommend calling us or starting a chat from the mobile app for instant help. As soon as we hear from you, our expert agents will work on your immediate relocation.
We'll do our utmost to rebook you in a nearby hotel that's equal or better quality than your original booking. But to do this, we ask that you contact us as soon as possible, so we can reach out to our providers to make arrangements. In addition, we'll evaluate any additional expenses (such as taxi to the new hotel or nightly rate increase) on a case-by-case basis to see if we can provide any reimbursement. Please be sure to hold onto any receipts as proof of these expenses to submit as evidence later on.