Hotel Packages

When will I found out my hotel details?

Sound Travel will make contact you within 7-10 days of initial booking. You will receive an email inviting you to finish setting up your Sound Travel account to allow you to download your package confirmation.

Information provided at the time of purchase (name, email) is the same information that will be utilized for Hotel Package Check-in and individual contact requirements where applicable. Please note: Bedding preferences can be requested but cannot be guaranteed by the hotel. The hotel will accommodate on a first-come first-serve basis as purchasers contact Sound Travel. 

What should I do if I haven’t yet received my package confirmation?

Be sure to check your email inbox, spam and junk folders for your ticket and hotel confirmation emails from Ticketmaster. If you haven’t received these emails, contact Fan Support.

Can I get a refund for my hotel package?

Once confirmed, packages are refundable within the first 48 hours of booking ONLY. All packages become NON-REFUNDABLE after the first 48 hours of purchase. Please refer to the Sound Travel terms and conditions for full details of cancellation terms and the right of transfer to an alternative person.

Do I need to show ID at the hotel on arrival?

You must bring a valid PHOTO ID matching the PURCHASER name on this order. Those who can't present a photo ID matching the PURCHASER name on the order will be turned away. If you need to add an alternate pick-up name, please contact Sound Travel. If you have a question regarding the Hotel Package components of your purchase, please visit Submit a request – Sound Travel Group Limited or call +44 20 4538 8197, Monday – Friday 9.00am – 5.30pm and Saturday 2 00pm - 4 00pm (UK TIME).

How do I receive my hotel confirmation?

Immediately following the purchase of your hotel stay, a confirmation will be sent to the email address provided. There may be a delay of up to 48 hours in your confirmation being sent. If you’ve not received your hotel confirmation 48 hours prior to the check-in date, please contact Fan Support.

What should I do if I haven’t yet received my hotel confirmation?

It may take up to 48 hours to receive your hotel booking confirmation email.

If it’s been more than 48 hours since your purchase, or your event is within the next 48 hours, contact Fan Support.

What should I do if my hotel confirmation is incorrect or my hotel has no record of my booking?

Contact Fan Support.

I have booked one room. How many people can stay in?

The number of guests allowed in your booked room is based on the number of people you specified during the booking process.

Where can I view my hotel booking details?

All details relating to your hotel booking can be found in your booking confirmation email. If you would like this email to be resent to you, please contact Fan Support.

Can I cancel my booking?

Cancellations policies vary. Review the policies provided at checkout or in your hotel booking confirmation email for more information or contact Fan Support.

If I need to cancel my booking, will I pay a fee?

Please reference your hotel booking confirmation email for personal and event cancellation policies. You may have to pay a cancellation fee.

Can I cancel or change my dates for a non-refundable booking?

There is currently not an option to change the dates booked for your non-refundable booking.

How do I know if my booking was cancelled?

After you cancel a booking with us, you should get an email confirming the cancellation. Make sure to check your inbox, spam and junk mail folders. If you don’t receive an email within 24 hours, contact Fan Support for help.

Where can I find my property’s cancellation policy?

You can find the cancellation policy in your booking confirmation.

Please reference your hotel booking confirmation email for hotel cancellation.

What payment methods are accepted?

Visa and MasterCard are accepted payment methods for all Ticketmaster accommodation purchases.

Ticketmaster only accepts full payment for purchases.

Can I pay for my stay with a different credit card than the one used to book?

Only one form of payment is accepted currently.

Who’s going to charge my credit card, and when?

Ticketmaster will be taking payment and charging your credit card. You'll see one charge for your hotel purchase.

You may need to pay other fees like local taxes or resort fees on arrival. This information will be provided during your purchase process, in your confirmation email.

What should I do after I've been charged?

For your hotel stay, confirm you have received the hotel confirmation for your records and review cancellation policy if applicable. If you have any questions, please contact Fan Support.

Are taxes and fees included in the price?

In most cases, taxes and fees are included in the final pricing. You may need to pay other fees like local taxes or resort fees on arrival. This information will be provided during your purchase process, in your confirmation email.

Can I purchase more than one room?

Yes.

Do I pay a reservation fee to Ticketmaster?

There is no reservation fee for hotel bookings. All Ticketmaster fees are disclosed and paid at checkout.

How can I get an invoice?

Your booking confirmation contains all pricing information.