These statuses apply only to hotels booked through Hotels by Tern. Other bookings, such as integrations like ALG Vacations or Project Expedition and hotels booked another way, follow that supplier's own statuses. Every Hotels by Tern booking shows a status so you know where it stands.
Statuses
Status
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What it means
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What you do
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Add details to get ready to book
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The booking is not ready to share with a client.
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Turn on credit card authorization, add the missing client details, or choose a verified accreditation.
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Pending Confirmation
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Tern is confirming the booking with the hotel.
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Nothing at first. If it's still pending after 30 minutes, tell us in chat. If Tern can't confirm the same room, you choose a similar room or a full refund to your client's original card.
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Booked / Confirmed
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The booking is confirmed and Tern has the hotel confirmation number.
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Nothing.
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Tern Reviewing
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Something went wrong after payment. Tern is resolving it for you and will be in touch.
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Nothing. Tern contacts you.
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Failed
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The booking may have failed due an invalid card or a system error.
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Reset the booking to send it to your client again, or choose another room.
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A declined card doesn't change the booking status. Your client sees the error on the payment page and can try again or use another card. See "Payments and Pricing" for what each message means.
Manual Booking
Before you can book a stay through Hotels by Tern, it needs to show as ready to book. If it shows Add details to get ready to book, something is missing.
No booking contact: Add a traveler to the trip, then select them as the booking contact.
Booking contact missing details: Add the contact’s email and phone number.
Credit card authorization isn’t enabled: Turn on credit card authorization for your account. Without it, no Hotels by Tern stay can be booked.
Accreditation isn’t verified: In Booking & Pricing > Accreditation, choose a verified accreditation.
Converting a Stay to a Custom Activity
If you don’t want to book a stay through Hotels by Tern, you can convert it to a manual lodging activity before your client pays.
Click the three-dot menu on the stay.
Select “Convert to Custom Activity.”
Update the supplier. Change it to the supplier you’ll use to book the stay manually.
The stay keeps its price and dates. It becomes a regular lodging activity that you book outside Tern.
Note: You can’t undo this. To book the stay through Hotels by Tern again, add it from the Hotel Booking Library again.
If a booking doesn't complete after payment
If you see an error, the booking is missing, or it shows Tern Reviewing, assume your client was charged. Tern will be in touch to resolve it and will present the following options:
Your client gets the booking at the price they paid.
If Tern can't rebook the same room, you choose a similar room or a full refund to the original card.