Check in TEAM Solutions guests
What the guest shows at the desk, what you collect, and how the first night is already paid through TEAM Solutions.
- Front desk
Step by step
Step 1: Find the reservation
Guests are asked to bring your hotel confirmation number and a photo ID. Look the guest up in your system by that number.
Step 2: Check photo ID
Check the guest's photo ID as you would for any arrival.
Step 3: Collect the rest of the stay
The first night is prepaid. Collect the reservation's Due at Check-in amount, which already includes the RFP's event fees, plus applicable taxes and incidentals. Add a nightly fee from your own Taxes & Fees page only if it is not on the RFP.
Step 4: Credit the guest's loyalty number
If the rooming list shows a Guest Loyalty # for the reservation, credit the stay to it.
Step 5: Check the first night is charged to the event card
The first night is charged to the event's virtual card from the Payment Card page, once the room is ready to charge, not at check-in. If the room is under To charge and not marked charged yet, charge its Card Charge now. It includes the first night's tax.
What the guest has already paid
When a guest books through TEAM Solutions, they prepay the first night and its tax to us. Your hotel collects both from the event's virtual card, not from the guest, so never charge the guest for night one or its tax. Your hotel remits that tax with the tax on the rest of the stay.
You do not wait for check-in to charge the card: each room is ready to charge once its free cancellation period ends, usually before the guest arrives, and your primary contacts get a Ready to charge email that morning. See Charge the event's virtual card.
At a full prepay hotel, the guest prepaid every night and the tax on every night, and the rooming list says Full prepay: charge the full stay. Due at Check-in is then only the event fees listed on the RFP: collect those and incidentals, never the room or its tax.
Everything else after the first night is between your hotel and the guest. The rooming list shows each reservation's Due at Check-in: the room's remaining nights after the prepaid first night, plus any event fees listed under Fees & Concessions on the RFP, before taxes. Add applicable taxes and incidentals, as you would for any group guest. Do not add an RFP fee again: it is already in Due at Check-in. A nightly fee from your own Taxes & Fees page that is not on the RFP is not included, so collect it as usual.
Loyalty numbers
Guests can give their loyalty number when they book. It shows as Guest Loyalty # on the rooming list. Credit the stay to it as usual. If your contract includes planner points, those are credited separately, after the event: see Planner Points to Credit on the rooming list.
Staff rooms
Rooms the event organizer books for staff are marked Staff (comp) or Staff (paid) on the rooming list.
Bookings your hotel took
Bookings your hotel took itself, which TEAM Solutions added to your rooming list so they count toward your block, are marked Hotel direct. Nothing was prepaid through TEAM Solutions, so they have no Card Charge and no Due at Check-in: collect from the guest as you booked them.
Common questions
Who pays the first night and its tax?
The guest prepaid both to TEAM Solutions when booking. Your hotel collects them from the event's virtual card: charge the reservation's Card Charge on the Payment Card page once the room is ready to charge, when its free cancellation period ends. It includes the first night's tax, which your hotel remits.
Where is the guest's credit card for the first night?
There is no per-guest card for the first night. The event's virtual card covers every first night. For the rest of the stay and incidentals, take the guest's own payment at the desk.
The guest asks about the booking fee. What do I say?
Fees the guest paid when booking went to TEAM Solutions, not to your hotel, so your hotel does not refund or collect them. The guest can contact TEAM Solutions support.
A guest says they booked, but we cannot find them. What do I check?
Search the rooming list by name, email or our confirmation number, which starts with TS-. Refresh the page first: new bookings appear as soon as they are paid. Then enter the reservation in your system and add your confirmation number.
A guest did not arrive. What do I do?
A no-show forfeits the first night, so your hotel keeps it: if you have not charged the reservation's Card Charge yet, charge it, unless the row shows Post-event invoice. After the event, mark the reservation No Show on Reconciliation. Commission and rebate then count for the first night only, and the difference is added to the event card for you to charge.
Still stuck?
Call or email our support team.
- Call 1-866-588-7774
- Email andrea@myhockeytournaments.com
- Monday to Friday, 9am to 5pm ET
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Related guides
- Charge the event's virtual cardUse the event's TEAM Solutions virtual card to collect each room's first-night Card Charge once the room is ready. Here is when, and what each row means.
- Your rooming listSee every reservation for your event from the moment a guest pays, with what is due at check-in, loyalty numbers and a CSV export.
- Add your confirmation numbersEnter your hotel's confirmation number for each reservation on the rooming list. Guests get your number by email once every room on their booking has one.