How Does Booking Management Work?
Your PriceRoom booking involves three parties: PriceRoom, the supplier, and the hotel. Understanding who does what helps you get the right support.
Quick Answer
PriceRoom: Your booking platform and support contact
Supplier: Provides hotel inventory and processes booking
Hotel: Delivers your actual stay
For most issues, contact PriceRoom - we coordinate with suppliers and hotels for you.
The Three Parties
1. PriceRoom (You Book Here)
What we do:
- ✅ Search and comparison platform
- ✅ Process your booking
- ✅ Customer support 24/7
- ✅ Coordinate with suppliers
- ✅ Handle modifications/cancellations
- ✅ Issue refunds
- ✅ Resolve problems
Your main contact: Always contact PriceRoom first for any issues.
2. Supplier (Provides the Rooms)
Who they are:
- RateHawk (EmergingTravel)
- Hotelbeds
- GoGlobal
- SunHotels
What they do:
- Provide hotel inventory
- Process reservations
- Manage availability
- Set cancellation policies
- Handle bookings with hotels
Your interaction: Usually minimal - we handle supplier communication.
3. Hotel (Where You Stay)
What they do:
- Provide accommodation
- Check you in/out
- Deliver services during stay
- Handle on-property issues
- Process incidental charges
When to contact hotel:
- Room-related issues
- Hotel service questions
- Late arrival notifications
- On-property problems
How Booking Flows
When You Book
Step 1: You search on PriceRoom
Step 2: You select hotel and rate
Step 3: PriceRoom sends booking to supplier
Step 4: Supplier confirms with hotel
Step 5: You receive confirmation
Timeline: Usually instant, max 1 hour
The Booking Chain
YOU
↓ (book through)
PRICEROOM
↓ (sends to)
SUPPLIER (RateHawk/Hotelbeds/etc.)
↓ (confirms with)
HOTEL
↓ (sends confirmation back)
SUPPLIER
↓ (confirms to)
PRICEROOM
↓ (confirms to)
YOU
Who Handles What
Before Your Stay
Booking Questions → Contact PriceRoom
Payment Issues → Contact PriceRoom
Cancellations → Contact PriceRoom
Modifications → Contact PriceRoom
Special Requests → Contact hotel (we can help)
During Your Stay
Room Issues → Contact hotel front desk
Hotel Services → Contact hotel
Billing Errors → Contact hotel first, then PriceRoom
Major Problems → Contact PriceRoom support
After Your Stay
Refund Questions → Contact PriceRoom
Invoice Requests → Contact PriceRoom
Complaints → Contact PriceRoom
Reviews → Leave on PriceRoom
Common Scenarios
Scenario 1: Need to Cancel
Who to contact: PriceRoom
Process:
- Log into account or email us
- Request cancellation
- We process with supplier
- Supplier cancels with hotel
- We issue refund (if applicable)
Don't contact: Hotel directly (they can't cancel)
Scenario 2: Room Not Ready
Who to contact: Hotel front desk
Process:
- Speak to hotel reception
- They'll expedite room prep
- Or offer alternatives
If unresolved: Contact PriceRoom support
Scenario 3: Wrong Dates Booked
Who to contact: PriceRoom immediately
Process:
- Contact us ASAP
- We check with supplier
- Modification or cancel/rebook
- Subject to hotel policy
Time is critical: Earlier = more options
Scenario 4: Hotel Can't Find Booking
Who to contact: Show confirmation, call PriceRoom
Process:
- Show hotel your confirmation
- Provide supplier reference
- We call supplier/hotel
- Resolve issue quickly
Have ready: Booking reference, confirmation email
Why This Structure?
Benefits to You
Single point of contact:
- Don't need to chase suppliers
- Don't need to know which supplier
- We handle all coordination
- One support team for everything
Better pricing:
- Access to multiple suppliers
- Compare all options
- Choose best deal
Consistent support:
- Same process for all bookings
- Familiar with your history
- 24/7 availability
Supplier-Specific Policies
Why Policies Differ
Each supplier has:
- Own cancellation rules
- Own modification policies
- Own refund timelines
- Own change fees
We show you:
- Specific policy before booking
- What applies to your choice
- Clear terms and conditions
Common Policy Variations
RateHawk:
- Often flexible cancellation
- Quick processing
- Good modification options
Hotelbeds:
- Mix of policies
- Some non-refundable
- Some fully flexible
GoGlobal:
- Varies by hotel
- Clear policy display
- Standard processing
SunHotels:
- Resort-focused
- Package deals
- Specific policies
Direct Hotel Bookings vs PriceRoom
With PriceRoom
Advantages:
- ✅ Compare multiple suppliers
- ✅ See all available rates
- ✅ One account for all bookings
- ✅ Unified support
- ✅ Easy management
Process:
- Book through us
- We coordinate with supplier
- Supplier books with hotel
Direct with Hotel
Advantages:
- Direct relationship
- Sometimes loyalty points
- Sometimes exclusive rates
Process:
- Book on hotel website
- Hotel manages directly
- Contact hotel for changes
Your Rights
What You're Entitled To
Clear information:
- ✅ All policies before booking
- ✅ Total price transparency
- ✅ Cancellation terms
- ✅ Modification options
Support access:
- ✅ 24/7 customer service
- ✅ Help with issues
- ✅ Refunds when applicable
- ✅ Complaint resolution
Data protection:
- ✅ Secure payment processing
- ✅ Privacy protection
- ✅ GDPR compliance
Communication Channels
Contacting PriceRoom
Email: support@priceroom.co
Live Chat: On website 24/7
Account: Message through your account
Phone: Coming soon
Response times:
- Live chat: Under 2 minutes
- Email: Within 2 hours
- Urgent issues: Prioritized
Contacting Supplier
Usually not needed - we handle it
If required:
- Contact details in confirmation
- We can facilitate contact
- Better to go through us
Contacting Hotel
When appropriate:
- Special requests before stay
- Late arrival notification
- On-property issues
- Room preferences
Contact info: In confirmation email
Dispute Resolution
If You're Not Satisfied
Step 1: Contact PriceRoom support
Step 2: Explain the issue clearly
Step 3: We investigate with supplier/hotel
Step 4: We propose resolution
Step 5: Escalate to management if needed
We're here to help: Customer satisfaction is priority
FAQ
Q: Who do I pay? A: PriceRoom. We process payment and pay suppliers.
Q: Can hotel modify my booking? A: No. Only through PriceRoom/supplier system.
Q: What if hotel overbooked? A: Contact us immediately. We'll find alternative or full refund.
Q: Can I book directly with supplier? A: Yes, but you'd lose our comparison, support, and platform benefits.
Q: Who issues refunds? A: PriceRoom processes refunds to your original payment method.
Q: What if supplier goes out of business? A: We work with established, reliable suppliers. Your booking is protected.
Best Practices
For Smooth Experience
✅ Save confirmation email
✅ Contact PriceRoom first for any issues
✅ Read policies before booking
✅ Keep booking reference handy
✅ Notify hotel if arriving late
✅ Contact us early if plans change
What to Avoid
❌ Trying to cancel through hotel
❌ Contacting supplier directly
❌ Assuming hotel can modify booking
❌ Waiting until last minute for changes
Need Help?
Questions about booking management?
We're here 24/7 to:
- Explain your specific booking
- Handle modifications
- Resolve issues
- Coordinate with suppliers/hotels