If your payment went through but you have not received a confirmation email — do not attempt the booking again. Here is how to sort it out quickly.
Step 1 — Check your spam folder
Confirmation emails are sometimes filtered. Check your spam or junk folder for an email from the platform or the Travel Desk.
Step 2 — Check your account
Log in and go to Reservations. If the booking appears there, it was successful — the confirmation email may simply be delayed (allow up to 15 minutes).
Step 3 — Booking not in your account and card was charged
Contact the Travel Desk immediately. Do not attempt the booking again — a duplicate attempt may result in a second charge.
Have ready:
- A screenshot or bank statement showing the charge
- The date and time of the booking attempt
- The booking details (dates, property, travel type)
What usually happens
In most cases the booking exists on our end and the confirmation email was delayed or filtered. We can resend it.
In rare cases where payment was captured but the booking failed, a full refund is issued within 3–10 business days.
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