For travelers. What to do if there's a problem with your hotel booking at check-in or during your stay, and who to contact.
If something goes wrong at the hotel, call Tern while you’re still there. Tern support is available 24/7 from October 26, 2026.
Who do I contact?
To change or cancel your booking: contact your travel advisor.
For a problem at the hotel: call the Tern support number on your hotel voucher. Say what’s wrong, and have your booking details ready.
If you’re at the hotel and there’s no room: say so right away. You’ll be connected to a person immediately.
This number only takes calls about Hotels by Tern bookings. Text messages to this number aren’t received. When you contact Tern, Tern lets your advisor know.
What should I have ready?
Your Tern Booking Confirmation or hotel confirmation number (both are on your voucher). At the front desk, give the hotel confirmation number. The hotel doesn't see the Tern Booking Confirmation.
Your check-in date
I’m at the hotel and there’s no room.
Call Tern right away. Tern works to get you a room at no extra cost. Depending on what’s available, you:
Keep your booking, if the hotel can honor it.
Get another room at the same hotel with refund options discussed
Move to an equal or better room at a nearby hotel.
You won’t wait at the front desk while Tern reaches your advisor. Tern keeps your advisor updated.
If you move to another hotel, keep your transport receipt and send it to your advisor.
The hotel cancelled my booking.
Within 48 hours of check-in: Tern books you a replacement room at no extra cost.
More than 48 hours before check-in: your advisor will contact you to rebook.
The hotel says my room hasn’t been paid for.
Your room is prepaid, so don’t pay for it again. Fees marked Due at property, deposits, and incidentals are separate and are paid to the hotel.
Call Tern right away with your Tern Booking Confirmation.
My room isn’t what I booked.
Call Tern while you’re at the hotel.
Something else is wrong with my room.
For problems like a dirty room, broken AC, or noise, tell the front desk first. If it isn’t fixed, call Tern while you’re still at the hotel. Tern works with the hotel to sort it out.
Common questions
The hotel asked for a deposit at check-in.
That’s the hotel’s incidentals deposit. It’s between you and the hotel.
Breakfast is included in my rate, but the hotel won’t provide it.
Call Tern while you’re at the hotel.
I arrived early and my room isn’t ready.
The hotel sets the check-in time, and it’s shown on your voucher. Early check-in isn’t guaranteed, but you can ask the front desk.