Frequently Asked Questions

I’VE CONTACTED MY HOTEL AND THEY HAVE NO RECORD OF MY BOOKING

All rooms are initially booked with our partner hotels under the group booking name 'Sound Travel', hotels will have access to your booking details from 14 days pre arrival. If you would like to arrange parking or any other extra directly with the hotel, please do so within 14 days of your check in date.

I’VE NOT YET RECEIVED MY PACKAGE CONFIRMATION

If your event is within 30 days and you are yet to receive an email from sound travel inviting you to your account area to download your package confirmation please email [email protected] with your full name, the email that you used to place your booking and your booking reference.

I PURCHASED MY PACKAGE VIA MY TICKETING AGENT’S RESALE MARKETPLACE, HOW CAN I VIEW MY BOOKING?

If you purchased a resale ticket + hotel package, please contact us on [email protected] with your full name, the email that you used to place your booking and your booking reference. We will check that we have your booking and provide you with your official sound travel package booking confirmation.

HOW DO I AMEND THE NAME ON MY BOOKING?

You can amend the name of the lead guest on your booking up to 15 days prior to your check in date. Please email [email protected] with your full name, the email that you used to place your booking and your booking reference. An amendment fee of £25 per change will be charged. No amendments will be possible within 15 days prior to your check in date. We cannot accept name changes over the phone.

DO YOU NEED THE NAMES OF ALL GUESTS ON MY BOOKING?

We only require the name of the lead guest, however if you have more than one room booked and will be checking in separately, please email [email protected] with your full name, the email that you used to place your booking and your booking reference, as well as the lead guest names for the additional room(s).

I HAVE BOOKED ONE PACKAGE, HOW MANY ROOMS WILL I BE ALLOCATED?

All our packages are based on two people sharing one room, each package includes two event tickets and one hotel room. If you have purchased two packages you will have 4 tickets and two hotel rooms included.

HOW DO I EXTEND MY STAY?

We offer the option to add extra nights to your booking for many of our events. Please login to your booking to see if extra nights are available for your event, if available these can be booked and paid for within your account area. Once confirmed your package confirmation will update accordingly. All extra night bookings are non-refundable and non-transferable.

IS IT POSSIBLE TO UPGRADE MY ROOM?

Room upgrades may be available upon check in at your hotel. Unfortunately, at this time we are unable to offer room upgrades in advance.

CAN I ARRANGE AN EARLY CHECK IN OR LATE CHECK OUT?

Early check in and late check out is subject to availability, please contact your hotel within 14 days of your check in date to arrange this. If you are attending a matinee event we recommend that you drop off your luggage at the hotel and check in after your event, our partner hotels typically have a 24-hour reception service and most offer a bag storage facility but always best to check in advance with your hotel directly.

IS IT POSSIBLE TO CHANGE THE DATE OF MY PACKAGE?

Date changes may be possible depending on the event that you have booked, please contact your ticketing agent directly to see what is possible.

I NEED TO CANCEL MY PACKAGE, CAN I GET A REFUND?

You may be entitled to a refund if your original event was rescheduled. Please contact your ticketing agent directly to discuss your available options of visit the refund section of their helpdesk. Extra night bookings made directly with sound travel are non-refundable and non-transferable.

MY PACKAGE CONFIRMATION IS INCORRECT

Please email us on [email protected] with your full name, the email that you used to place your booking and your booking reference and we will investigate the error for you.

DOES MY PACKAGE INCLUDE TRANSPORTATION TO THE VENUE?

Our packages do you not include transportation at this time. You can view details of the travel route within your package confirmation in your account area.

WHAT HAPPENS IN THE EVENT OF INDUSTRIAL ACTION AFFECTING TRAVEL?

All packages are non-transferable and non-refundable as per the terms and conditions of the sale. If you are travelling within the UK to the event please contact us and our team will be able to advise you on any available travel options, along with parking within the area of your hotel and the event. If you are travelling outside of the UK please speak with your travel insurance.

HOW CAN I DOWNLOAD MY TICKETS VIA MY ACCOUNT AREA?

Please contact your ticketing agent directly for questions relating to your ticket delivery.