Got a question about Hotel Packages? 🏨 Have a look at our FAQs below and hopefully you'll find the answers that you're looking for!
Who does Ticketmaster sell hotels through?
We sell Hotel packages on behalf of Sound Travel Group Limited who are solely responsible for delivering the package and the quality of the products and services to be provided. The terms and conditions of Sound Travel can be found on their website.
Who do I contact if I need help with my order?
If you have any questions regarding the ticket portion of your purchase or have not received your confirmation email, contact Fan Support.
If you have any queries relating to Hotel Packages only, please visit- Submit a request – Sound Travel Group Limited or +44 20 4538 8197, Monday – Friday 9.00am – 5.30pm and Saturday 2 00pm - 4 00pm and Sunday on event days 2 00pm – 4 00pm (UK TIME).
Please note: this offer is not valid if this ticket was purchased via Resale.
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).
