Find help with account access, payments, and bookings

Start with the guide for the action you were taking. Keep the original record while you resolve an interrupted booking or payment.

Account access

If you cannot sign in, follow Reset a forgotten password. A staff member who has lost their authenticator should ask their property administrator to follow Reset a staff password or authenticator.

Payments

For an arrival blocked by payment, follow Resolve an arrival payment blocker. For a guest service payment, use Pay a service deposit or balance. Check the original payment status before collecting or paying again.

Booking changes

For a service appointment, follow Edit an existing service booking. Guests can request a service booking change or cancellation from their secure booking link.

Contact the right team

Guests should contact their property for a booking, payment, or room-access issue. Hotel teams can contact Staycore Support with the property, record reference, displayed error, and time of the problem. Keep passwords and private guest links out of the message.