Separate link access from the underlying hotel booking
A pre-check-in link may be incomplete, expired or unable to match the intended stay. This does not in itself mean that the hotel reservation has been cancelled.
Check the basic conditions
Confirm that the URL came from an official hotel channel and was copied in full. Try a supported browser and ask the authorised front-desk team to verify the property, arrival date and stay reference.
- Is this Stay feature enabled at the property?
- Is the link complete and still valid?
- Is the guest matched to the intended stay and property?
Protect guest information
Never ask guests to send identity documents, card numbers or access codes through an unsecured support message. Complete any required identity or accommodation checks through the hotel’s approved process.
Offer the normal arrival path
If the link cannot be used, the front desk can complete the usual arrival steps. Pre-check-in information does not replace any final legal or property-specific identity verification.