Tern's support team handles issues with Hotels by Tern bookings and keeps you informed. For urgent issues, like a client at the front desk, Tern's team calls you back.
Hours: until October 26, 2026, 9am to 1am ET on weekdays and 7am to 10pm ET on weekends. From October 26, 2026, 24/7. From October 22 to 25, support runs extended hours, not around the clock.
How to Reach Support
Chat. Tell us here in chat.
Email. Write to [email protected].
Callback for urgent issues only. Start in chat. If your client is at the hotel without a reservation, has a problem during the stay, 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, Tern's team calls you back at the phone number on your Tern account. Other questions are answered in chat or by email.
The phone number on your client's hotel voucher is for your client, the traveler. As the advisor, start in chat.
If your client has a problem at the hotel, they can call the Tern support number on their voucher and are connected to a person right away. For changes, cancellations, and other booking questions, your client contacts you, and you contact Tern.
Room Types, Descriptions, and Special Requests
Special requests. Tern sends special requests with the booking, but Tern can't confirm the hotel received them. Requests like bed type, room location, early check-in, or late check-out aren't guaranteed unless the booking confirmation lists them as confirmed. Special requests can't be added after booking yet. Anything you write in the hotel notes also appears on your client's voucher.
Property content. Hotel suppliers provide descriptions, photos, amenities, and other property details, and Tern doesn't verify them. Tern's team also curates photos and descriptions for some properties. Descriptions Tern drafts with AI are reviewed by a person before they're shown, and Tern doesn't generate photos with AI. Photos may not show the specific room assigned.
Booking confirmation. Review the booking confirmation as soon as you receive it. Report any error, like a misspelled name, wrong dates, or the wrong room type, to Tern within 24 hours.