Contact both the hotel and the company you booked through. Give each your confirmation number, guest name, and stay dates, and ask for written confirmation that the reservation is active and that the booked room, rate, dates, and key terms are still recorded. A sale or management change alone does not tell you whether your individual booking is intact.
What to check before contacting anyone
Find your original confirmation or itinerary and note the details the hotel and booking channel can use to locate the reservation:
- Confirmation or itinerary number and the name on the booking
- Check-in and check-out dates
- Room type and booked rate
- Cancellation terms
- Whether payment has already been collected or is due at the property
Keep this original record. It gives you a point of comparison if the property’s current system shows different dates, room details, or terms.
Verify the reservation with the property and booking channel
1. Ask the property to check its current system
Use contact details on the property’s current official website. Ask whether the reservation is active in its current reservation system, and whether the dates, room type, rate, and relevant terms match your confirmation. Request a reply by email or another written channel. A specific property can explain its own transition policy: for example, MGM’s FAQ about The Reserve at Park MGM said existing bookings connected with the NoMad Las Vegas rebrand would be honored at the booked rate and provided a property contact for questions (MGM’s NoMad Las Vegas FAQ).
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2. Contact the channel you used to book
Ask the original booking channel to verify that the reservation remains confirmed and whether the property has acknowledged it. The channel matters because hotel brands may not be able to access or change reservations made through an intermediary. Hilton, for example, says direct reservations can be managed through Hilton’s online or app tools, while reservations made through third parties must be handled by the third party (Hilton reservation help).
If you booked directly with Marriott, most reservations can be changed or canceled online or in its app within the hotel’s cancellation window; some changes, including certain guest-name changes, require contacting the hotel or a reservation associate (Marriott reservation help). If your direct booking does not appear or needs special handling, contact the brand or property rather than assuming the system display settles the issue.
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3. Save replies and compare them with your confirmation
Keep the original confirmation, any updated itinerary, and written replies from both parties. If one party cannot find the reservation, ask it to state what record it can see and who will correct or verify the discrepancy. Agoda’s partner guidance says confirmed Agoda bookings should be honored by old or new management and describes how accommodation partners should coordinate pending reservations during an ownership transfer (Agoda Partner Hub guidance on ownership changes). That is Agoda platform guidance for its bookings, not a universal rule for every hotel or country.
If the property and booking channel give different answers
Ask the booking channel to document its position and explain its process for a confirmed booking the property says it cannot accommodate. Request clear options before agreeing to changed dates or terms, or canceling the reservation yourself. Review the cancellation and payment conditions in your original confirmation before taking action.
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Do not assume that a refund, replacement room, compensation, or particular legal remedy is guaranteed. The available examples do not establish a universal remedy for a disrupted reservation; outcomes depend on the booking terms, provider, location, and circumstances.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.What ownership-change guidance can—and cannot—tell you
Some platform and property guidance addresses what happens to bookings during a transition. Agoda tells accommodation partners that confirmed bookings must be honored by either old or new management. MGM’s NoMad Las Vegas FAQ gives a property-specific example of bookings being honored at the booked rate. These statements help explain the relevant organizations’ positions in those situations, but neither establishes that every confirmed hotel booking everywhere is automatically preserved after a sale or management change.
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For your trip, the decisive practical question is whether the current property and your booking channel can confirm your particular reservation and its terms in writing. If they cannot, ask the channel what it can do before giving up the existing booking.
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