Why did I not get my first choice of hotels when booking, it was available when I put in my request?

We understand how frustrating it can be to select a preferred hotel during registration only to receive a different one in your confirmation. Here are some common reasons this might happen—and how we manage availability to give you the best possible experience.

🏨 1. Real-Time Availability Can Change Quickly

Hotel inventory is dynamic. While your preferred hotel may have shown availability when you started registration, it’s possible that:

• Another user completed their booking just seconds before you

• Group blocks reached capacity before your submission was finalized

• The hotel system had a delay in updating room counts

To protect group rates and ensure fair distribution, hotel blocks operate on a first-come, first-served basis.

📝 2. Room Requests Are Not Always Guaranteed

If your hotel selection is made via a request-based system, it means your choice is not immediately confirmed. Our team works behind the scenes to fulfill requests in the order they are received, based on:

• Room availability

• Room type preferences

• Hotel group contract terms

If your first choice isn’t available, we’ll confirm the closest match or assign an alternate hotel with similar features or proximity.

✅ 3. What Happens Next

If you did not receive your preferred hotel:

• Check your confirmation email for your assigned hotel details

• If you believe there was an error, contact our support team at support@tournkey.com for assistance

• We’ll do our best to adjust your reservation if space becomes available or offer comparable options

We know accommodations are a key part of your event experience and are committed to helping make your stay as smooth as possible.