Got a question about Hotel Packages? Have a look at our FAQs below:
Who does Ticketmaster sell hotels through?
We sell Hotel packages on behalf of the following partners:
- Global Solutions Team UK Limited, who are solely responsible for delivering the hotel booking. The terms and conditions of Global Solutions Team UK Limited can be found here.
- Sound Travel Group Limited, who are solely responsible for delivering the package (ticket & hotel) and quality of the products and services. The terms and conditions of Sound Travel can be found on here.
Which travel partner did I purchase from?
You can identify the travel partner you booked with by reviewing your hotel confirmation email. Bookings made with Global Solutions will come from noreply@ticketmastertravel.com, all other bookings are through Sound Travel. Each partner has a distinct branding, as detailed below:
- Global Solutions: Confirmation emails will feature the Ticketmaster logo exclusively at top of the email and sender will be Ticketmaster Travel
- Sound Travel: Confirmation emails will feature the Sound Travel logo exclusively at top of the email
How will I receive my hotel confirmation?
Following the purchase of your hotel stay, a confirmation will be sent to the email address provided at checkout. There may be a delay of up to 7 days in your confirmation being sent.
Be sure to check your email inbox, spam, and junk folders for your ticket and hotel confirmation emails. If you haven’t received your email since your purchase and your event is within the next 48 hours or check-in is in less than 48 hours, contact Fan Support.
I have booked one room. How many people can stay in?
The number of guests allowed in your room is based on the number of people you specified during the booking process. Please reference your hotel confirmation email.
Where can I view my hotel booking details?
All hotel booking details are provided during checkout and can be found in your hotel confirmation email. You can also find your booking details by clicking ‘Manage my Reservation’ link within the hotel confirmation email from Ticketmaster Travel (noreply.travel@ticketmaster.com).
Do I need to show ID at the hotel on arrival?
You must bring a valid PHOTO ID matching the PURCHASER name on the 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 name, please contact Fan Support. The addition or update of names is at the discretion of the hotel and is not guaranteed.
Can I cancel my booking and get a refund for my hotel?
Cancellation policies vary for each hotel package. Review the hotel cancellation policies provided at checkout or in your hotel confirmation email. You may have to pay a cancellation fee depending on the hotel cancellation policy.
Can I cancel or change my dates for a non-refundable booking?
There is currently no option to change booking dates for non-refundable bookings.
How do I know if my booking was cancelled?
After you cancel a booking, you will receive an email confirming the cancellation. Make sure to check your inbox, spam, and junk mail folders.
If my event is cancelled or rescheduled, is my hotel reservation automatically cancelled?
Hotel Booking
No. When booking a hotel after ticket purchase or solely just a hotel in a single purchase, all hotel bookings are subject to the hotel’s cancellation policy- provided at the time of booking and in your hotel confirmation email. You are responsible for canceling or modifying your Hotel Booking. If your booking is eligible to be cancelled, please proceed via the ‘Manage My Reservation’ link in your hotel confirmation email from Ticketmaster Travel (noreply.travel@ticketmaster.com).
Ticket + Hotel Package
If you have purchased a Ticket + Hotel in a single purchase, and your event is cancelled or postponed- you will be eligible for a full refund.
Can I pay for my hotel incidentals/ hold with a different credit card than the one used to book with Ticketmaster?
Yes. Upon arrival at the hotel, you may be required to put a deposit/ hold down for incidentals and other charges, which can be a different credit card than the one used for online reservation.
Who is going to charge my credit card, and when?
All payments will appear with Ticketmaster as the merchant, and will be charged in a single transaction.
How can I get an invoice?
Your hotel confirmation email serves as the invoice, with pricing information
Are taxes and fees included in the price?
Generally, 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 and in your hotel confirmation email.
Can I purchase more than one hotel through Ticketmaster Travel?
Fans can purchase multiple rooms under one purchase with the same hotel, room type, and dates. For alternative hotels, room types, or dates, you will have to purchase in separate transactions.
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.
What does ‘Run of The House’ or ‘Room Assigned on Arrival’ mean?
This is when room type is not determined in advance. The hotel will assign the guest to any available room depending on availability at time of check-in.
Can I upgrade or modify my booking after making a purchase?
Hotel bookings cannot be modified or upgraded at this time.
