Properties may encounter unforeseen circumstances that prevent them from accommodating guests under the conditions specified in the booking. In such cases, it is important to act promptly and follow the instructions to minimize any inconvenience for the guest.
Step 1: Contact us
If you realize that you will not be able to accommodate the guest, immediately contact Customer Support:
via chat in the Extranet;
by phone:
USA: +1-917-773-34-88
Cyprus: +357-250-30-717
France: +33-9-70-01-97-63
Italy: +39-02-3858-2848
UAE: +971-800-031-112-96
Georgia: +995-706-77-74-82
Kazakhstan: +7-727-357-43-09
Uzbekistan: +998-712-055-835
Step 2: Provide all the details
To resolve the situation promptly, please provide the support agent with the following information:
the booking number;
the reason you are unable to accommodate the guest;
if available, alternative accommodation options you have found on your own. All conditions (star rating, room category, meal plan, etc.) must be at least as good as those in the guest's original booking;
if available, documents confirming force majeure circumstances (an official status at the regional or national level), such as a pandemic, military action, border closures, or natural disasters. Such documents will help speed up the processing of your request.
Important: Do not coordinate alternative accommodation directly with the guest
According to the terms of our agreement, any changes in accommodation conditions or guest relocation must be coordinated with Emerging Travel Group. Independently negotiating changes without ETG's involvement violates the terms of cooperation and may lead to serious incidents.