This article is for hotels booked through Hotels by Tern. For a hotel booked another way, such as directly with the property or through your host agency, contact the hotel or the supplier you booked with. If something goes wrong at the hotel, tell us in chat while your client is still there. Tern support is available 24/7 from October 26, 2026. From October 22 to 25, support runs extended hours, not around the clock.
How do I reach Tern?
Chat: tell us here in chat. See "When is Tern Support Available?" for hours.
Callback for urgent problems: if your client is at the hotel without a reservation, has a problem during the stay, the hotel says it hasn't been paid, a booking that checks in within 48 hours has a problem (including cancelling on the check-in day), a booking has been pending for more than 30 minutes, or your client was charged and no booking was created, tell us in chat. Tern's team calls you back as soon as possible at the phone number on your Tern account. Make sure that number is correct. If Tern can't reach you after two tries, it continues with you in chat. Other booking questions are handled in chat or by email.
The phone number on your client's hotel voucher is for your client, the traveler. Text messages to that number aren't received, so use chat instead. As the advisor, start in chat. Outside the US? Tern may continue with you in chat instead of calling.
You are your client's first contact for booking questions. The voucher tells your client to contact you to change or cancel the booking, and shows Tern's support number. If your client contacts Tern, Tern lets you know, and Tern never contacts your client without letting you or your agency know.
What should I have ready?
The Tern Booking Confirmation (also called the booking ID) or the hotel confirmation number. Both are on the booking and on the voucher in the Documents tab.
The check-in date
At the front desk, your client should give the hotel confirmation number. The hotel doesn't see the Tern Booking Confirmation.
What if my client is at the hotel and there's no room?
Tell us in chat right away. This is urgent, and Tern's team calls you back. Tern works to get your client into a room at no extra cost. Depending on what's available, your client:
Keeps the booking, if the hotel can honor it.
Gets an upgraded room at the same hotel.
Gets a lower-category room at the same hotel, with any eligible price difference refunded.
Moves to an equal or better room at a nearby hotel.
Tern tries to reach you, but won't keep your client waiting at the front desk for your approval. Tern updates you as soon as it reaches you.
If Tern moves your client to another hotel, ask your client to keep the transport receipt and send it to us in chat.
What if the hotel cancels the booking?
Within 48 hours of check-in: Tern books your client a replacement room at no extra cost.
More than 48 hours before check-in: Tern lets you know, and you rebook in Tern.
What if the hotel says it hasn't been paid?
The room is prepaid. Ask your client not to pay for it again. Fees marked Due at property, deposits, and incidentals are separate and are paid to the hotel.
Tell us in chat right away with the Tern Booking Confirmation. This is urgent, and Tern's team calls you back.
What if the room isn't what was booked?
Tell us in chat while your client is at the hotel.
What if something else is wrong with the room?
For problems like a dirty room, broken AC, or noise, your client tells the front desk first. If it isn't fixed, tell us in chat while your client is still at the hotel. Tern works with the hotel.
Common questions
The hotel asked for a deposit at check-in. That's the hotel's incidentals deposit. It's between your client and the hotel.
Breakfast is included in the rate, but the hotel won't provide it. Tell us in chat while your client is at the hotel.
My client arrived early and the room isn't ready. Check-in time is set by the hotel and shown on the booking. Early check-in isn't guaranteed. Your client can ask the front desk.