FAQs
BOOKING
When and how do I book?
Once you’ve decided on the event (or events!) you’d like to attend, all you have to do is get in touch and one of our Account Managers will arrange for a booking form to be sent out. The booking form will be sent electronically so you’re able to sign on a computer or smart device for ease of convenience.
What is included in my package?
Please speak with your dedicated Account Manager at any time and they will be happy to talk you through the package inclusions for your chosen event(s).
How do I amend or add to my booking?
Get in contact with your dedicated Account Manager and they will talk you through the options available, dependent on your requirements.
How do I know when my booking is confirmed?
Once we receive your signed booking form (and payment if required), our finance team will send you formal confirmation of your order in addition to an invoice and contact details of each department for your reference. Once the confirmation has been sent, your order is then confirmed and the preparation work to welcome you to your chosen event(s) has already begun!
BOOK WITH CONFIDENCE
What happens if my event does not take place due to Covid-19?
Hospitality Finder are committed to helping clients utilise 100% of their investment. Therefore, should your event not take place due to Covid-19, we will give you the option to transfer your booking to an equivalent fixture at another time, issue you with a credit note or provide you with a refund.*
* Refunds are available to the extent that Hospitality Finder are able to receive one from its suppliers. Full information can be found in the terms and conditions of booking
What happens if I am diagnosed with Covid-19 and am unable to attend?
Hospitality Finder are able to offer a Premium Cover package, which may afford you protection against this and other eventualities. Please speak with a member of the team about this service for more information.
What happens if one of my guests is diagnosed with Covid-19 and is unable to attend?
With the exception of all but a few events, name changes are available completely free of charge and replacement tickets can generally be issued where necessary.
What happens if my country forbids travel to an event due to Covid-19?
Hospitality Finder are able to offer a Premium Cover package, which may afford you protection against this and other eventualities. Please speak with a member of our team about this service for more information.
What happens if I feel uncomfortable in attending an event due to Covid-19?
While Hospitality Finder and the venues with whom we work will follow Governmental Guidance to ensure the safest possible environment for you and your guests, we appreciate that there may be reasons why you feel uncomfortable in attending an event that you were previously looking forward to. Wherever possible, Hospitality Finder will make every possible effort to transfer your booking to another event which may be taking place at a time or location where you will feel more comfortable in attending. Alternatively, name changes are available free of charge on all but a handful of events. Please speak with a member of our team, providing as much notice as possible if you are uncertain about attending a booking you have made with us.
PRE-EVENT INFO
When will I receive my hospitality packages?
All of our hospitality packages are sent prior to the event – you can usually expect these 5-7 working days before the event. We rely on our tickets & event information being printed & allocated in a timely manner and do everything we can to ensure an efficient process. If on the rare occasion there is an issue with the timings of your hospitality packs being sent out to you, you will be informed with further information.
Will I be notified when my hospitality packages are on their way?
Approximately 10 days prior to the event you will receive an email from our dispatch team giving you a more specified delivery date.
How do I know where to go on the day of my event?
Approximately one month before your event date you will receive an email from our Guest Experience team containing further information about your event. This will include important information such as maps, directions itineraries & menus (if required).
I have specific dietary requirements. How do I let you know?
Our Guest Experience team will also be in contact with you regarding dietary requirements. If you’d like to let us know prior to us getting in touch with you, feel free to email our Guest Experience team at guestexperience@hospitalityfinder.co.uk, and they will log your request.
I am away from home/the office for the days leading up to the event, will I miss my delivery?
If, for any reason, you’re away from your specified delivery address, get in contact with our Dispatch team and we’ll happily amend the delivery address attached to your booking. We advise this is done at least 5-7 working days prior to the event to make sure your packages haven’t already been sent!
In unforeseen circumstances, we always have a contingency plan in place, such as making your tickets available to collect on the day or arranging e-tickets where possible.
I have a problem with my booking. Who do I talk to?
With any issue we advise you get in contact with your dedicated Account Manager and they can advise the best route from there. We take any form of complaint very seriously and use it to learn and improve all aspects of our business.
I had a fantastic time at the event. How do I say thank you?
First of all, we’re glad to hear you enjoyed your experience with Hospitality Finder. Post-event your dedicated Account Manager will be in touch to see how your event went and will invite you to share your experiences through our independent review site partner; TrustPilot.
FINANCE
How much do I pay and when?
All payment schedules are discussed and agreed at the time of booking.
How can I make payment?
Payment is often processed at the time of booking. In addition to your event booking form being sent out, you will also receive an email from our payment providers with a ‘link to pay’. Follow the simple instructions given and you will receive payment confirmation once processed.
If you prefer to pick up the phone and speak with our finance department, then give us a call on 0844 247 8998 and press option two.
I have an issue when it comes to payment. How can you help?
We understand circumstances change so if you’re unable to make a payment, please get in touch with your dedicated Account Manager as soon as possible and they will discuss all options available to you.
