Read this to learn how to confirm or cancel unconfirmed bookings and prevent future issues with your reservation system.
What is an unconfirmed booking
An unconfirmed booking occurs when a traveler completes a purchase on GetYourGuide, but the booking does not successfully confirm in your reservation system. The traveler has paid for the activity but has not received a voucher.
Why this happens:
Technical errors between GetYourGuide and your reservation system
System timeouts or failures
Why this matters:
Unconfirmed bookings can lead to travelers canceling their booking or being denied entry to the activity. This results in lost revenue and disappointed customers.
Why you must act within 24 hours
Unconfirmed bookings are time-sensitive and require immediate attention:
Travelers may cancel if they do not receive their voucher promptly
Delayed confirmation increases the risk of cancellation and lost revenue
Travelers may contact GetYourGuide for assistance
Acting within 24 hours significantly reduces cancellation risk and ensures a positive customer experience.
How to confirm an unconfirmed booking
Confirm a booking when you can accommodate the traveler.
Go to Manage > Bookings
Open the unconfirmed booking
Enter the ticket codes or booking reference the traveler will use
Click Confirm Booking
The traveler will receive their voucher once the booking is confirmed.
Note: Confirming in the Supplier Portal does not automatically confirm the booking in your own system. Record it internally if needed.
How to cancel an unconfirmed booking
Cancel a booking when you cannot fulfill it, so the traveler can receive a refund and rebook quickly.
Go to Manage > Bookings
Open the unconfirmed booking
Click Cancel Booking
Confirm the cancellation
The traveler will be notified and can proceed with a refund or alternative booking.
Important: Unconfirmed bookings must be handled individually. Bulk confirmations are not available.
Instructions for Suppliers Using Their Own Reservation System (Supplier API)
If you use your own reservation system, you will receive email notifications from GetYourGuide for all unconfirmed bookings.
What's Included:
Booking reference number
Traveler details
Activity and booking date
Amount paid
Action Required:
Review the notification promptly
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Investigate why the booking failed to confirm in your system
Review API logs for error patterns
Check system capacity during peak booking times
Reach out to GetYourGuide Connectivity Support supplier-api@getyourguide.com if problems persist
Preventing recurring issues
If you experience frequent unconfirmed bookings:
Contact your reservation system to investigate connectivity or system issues
Work with your reservation system to resolve technical problems causing booking failures
Monitor your unconfirmed bookings regularly to catch issues early
Reach out to GetYourGuide Connectivity Support at supplier-api@getyourguide.com if problems persist
Frequently Asked Questions
Where do I find a booking’s ticket code or booking reference?
If you’re unsure where to find the ticket codes or booking reference, please contact your reservation system.
What happens if I don't confirm or cancel an unconfirmed booking?
The traveler will not receive their voucher and may cancel the booking or contact GetYourGuide. This can result in lost revenue and a negative customer experience.
Can I confirm multiple unconfirmed bookings at once?
No, unconfirmed bookings must be handled individually. Bulk confirmations are not available.
Does confirming a booking in the Supplier Portal update my reservation system?
No, confirming in the Supplier Portal does not automatically update your own system. You must record the booking internally if needed.
What should I do if I keep receiving unconfirmed bookings?
Contact your reservation system to investigate connectivity issues. If problems persist, reach out to GetYourGuide Connectivity Support at supplier-api@getyourguide.com for assistance.
How do I know if a booking is unconfirmed?
Unconfirmed bookings are clearly marked in the Supplier Portal under Manage > Bookings. You will also receive notifications if you use a Supplier API Reservation System.
Act quickly on unconfirmed bookings to protect your revenue and deliver a seamless experience for travelers. Monitor your bookings regularly and address technical issues promptly to prevent future problems.