FAQs

Q. What does a Hospitality Package include?

Q. What is a hospitality product and how do I select the hospitality product best suited to me?

Q. What is a hospitality series?

Q. Are the prices shown per person rates?

Q. Do you have any information on individual match ticket availability without the hospitality offering?

Q. What is a Category 1 match ticket?

Q. Can I choose my seat locations?

Q. When will I know my seat number and where my seats are located?

Q. Will I be able to request a change of seat allocation?

Q. Will all the tickets included in my hospitality package be seated next to one another in the stadium?

Q. If I make separate hospitality purchases for a single match, will the stadium seats be assigned next to each other?

Q. Are there any restrictions on the number of guests that can be seated together?

Q. How do I know where and when my team will be playing during FIFA World Cup Qatar 2022™?

Q. If my team does advance to the knock-out stages, how will I receive the hospitality packages for these games?

Q. What happens if my team is eliminated in the group stage and I have purchased a ticket-inclusive hospitality package for the knock-out stages of the competition?

Q. If my team does not advance to the knock-out stages and I am sent to default matches, how will I receive the hospitality packages for these matches?

Q. What is MATCH Experience?

Q. Why should I buy MATCH Experience if I only need a TSS?

Q. For the Team Specific Match (TSM1) products, can I purchase a variety of Single Match Packages for different teams?

Q. What is the Match Schedule?

Q. What time will the matches kick-off?

Q. How and when will I know which teams will be playing the match(s) I have purchased hospitality packages for?

Q. When will I receive my match tickets?

Q. Are the website accommodation rates per person or per room?

Q. Do the rates include all taxes and fees?

Q. What currency will be used for my booking?

Q. What are my payment terms for accommodation?

Q. How many people can stay in the room I have booked?

Q. Can a double room also be offered/used as a twin room?

Q. Do I have to book for minimum numbers of nights?

Q. Is there a limit on the number of nights I can book?

Q. Who can use the reserved room?

Q. How can I cancel or change my accommodation booking?

Q. Can I book a room for a disabled person?

Q. I am travelling with children; how should I process my booking?

Q. Is there a limit on the number of persons which I can book per room?

Q. Is there a limit on the number of rooms which I can book?

Q. I cannot find any availability for accommodation on the dates requested. What should I do?

Q. Can I make additional accommodation bookings using a different email address?

Q. I wish to stay longer than the dates presented to me during the order process, why does the system not allow this?

Q. What happens if I arrive "late" at the hotel? Will my booking be maintained?

Q. What happens if I arrive early at the hotel or if I depart late?

Q. Will I receive a refund if I cancel my accommodation booking?

Q. Is the accommodation information on the website accurate?

Q. Is the information from the hotels on the website updated?

Q. Will I be provided with documentation to present upon arrival at the accommodation?

Q: I never received any communications from you regarding my accommodation booking, can I cancel my booking?

Q. Can I have an adjacent hotel room with another order?

Q. Do the rates include breakfast?

Q. Do the rates include lunch and dinner?

Q. Will I be able to park my car at the hotel?

Q. Which Hotel do you recommend? Which destination do you recommend?

Q. How far is a particular hotel from the Stadium? What is the closest hotel to a particular Stadium?

Q: Can I make bookings for flights?

Q: Can I amend my booking?

Q: Will there be specific terms and conditions relating to flight bookings?

Q: I need to make flight bookings for people who are wheelchair bound/have reduced mobility. Can this be accommodated?

Q: The quote I have received for a large group is more expensive that the fares advertised, why?

Q: What about last-minute changes when teams qualify beyond the Group Stages?

Q. How do I register an online account?

Q. I have registered an account but did not receive a ‘Confirmation of Account’ email.

Q. Can I create an online account by calling Customer Services?

Q. Why do I need to register an account online to purchase hospitality packages?

Q. I have forgotten my account password. How do I get a new password?

Q. How do I change my password?

Q. I have forgotten which email address I used during my account registration. How can I access my account?

Q. The registered email address linked to my online account is no longer active or valid, how can I access my account?

Q. Who is the account holder?

Q. How do I amend my account holder’s email address, account settings or personal details online?

Q. Can I use a different shipping or billing address to my main address?

Q. How do I update the payment card associated with my account?

Q. What third parties may receive my personal details if I consent to sharing them?

Q. Where can I find out more information on how my personal data can be used?

Q. How do I change my settings so that no third parties, other than MATCH Hospitality’s authorised Sales Agents in my country, are given my data?

Q. Does my hospitality package include ground or air transportation on match day?

Q. Does my hospitality package include flights and/or accommodation?

Q. How will I arrange my travel and accommodation?

Q. Do I need a visa for entry into Qatar?

Disclaimer

Q. What is a Hayya card (Fan ID) and why do I need one?

Q. How long is my Hayya card (Fan ID) valid?

Q. How does a MATCH Hospitality customer get a Hayya card (Fan ID)?

Q. Who is responsible for obtaining and processing of the Hayya card (Fan ID)?

Q. Am I able to purchase hospitality packages online without creating an account?

Q. What is the step-by-step process when purchasing packages online?

Q. How can I view my online purchase(s)?

Q. When is my order confirmed?

Q. How do I know that your website is secure and that my payment information is safe?

Q. What is the minimum number of packages I am required to purchase?

Q. Is there a limit to how many hospitality packages I can purchase online?

Q. Will I be able to purchase additional hospitality packages once I am in Qatar?

Q. Can I purchase hospitality packages for sweepstakes, competitions, auctions or charitable use?

Q. Are discounts offered for large purchase quantities of hospitality packages?

Q. Are there discounted rates for children?

Q. Can children get in for free?

Q. How long before kick-off will the hospitality areas open?

Q. What are the seating arrangements in the hospitality areas?

Q. How many people will each table in the hospitality area seat?

Q. What type of entertainment is provided in the hospitality areas for customers?

Q. I have purchased a MATCH Business Seat / Pearl Lounge product and only want to have access to non-alcoholic drinks – will I be allocated a lounge with other customers who share my preference?

Q. I have purchased a MATCH Gallery Seat / MATCH Pavilion / MATCH Club product and only want to have access to non-alcoholic drinks – will I be allocated a lounge with other customers who share my preference?

Q. I have purchased a MATCH Business Seat / Pearl Lounge product and some of my guests wish to be allocated space in the Family area – will it be possible for my other guests to be allocated space in the open lounge where alcohol is available?

Q. I have purchased MATCH Gallery Seat / MATCH Pavilion / MATCH Club product and some of my guests wish to be allocated in the Family area – will it be possible for others to be allocated space in the open lounge where alcohol is available?

Q. What solutions can you offer me if there is no availability to locate me in the family area?

Q. Will I be able to see other customers in the open area of the lounge consuming alcohol from my position in the family area?

Q. Will alcohol be served and/or permitted in the hospitality areas of the stadium?

Q. If my preference is to be allocated space in the family area of the lounge, will I also be allocated seats in the stadium next to other customers with the same preference?

Q. I hear that the stadiums are still under construction. What happens if the location or size of the private suite I have purchased changes?

Q. Can I cancel my hospitality purchase?

Q. Can I transfer or resell my hospitality package?

Q. Can I exchange my purchased hospitality packages?

Q. If I no longer want to attend the match for which I have purchased hospitality packages, can I exchange my hospitality packages for a match I would prefer to see?

Q. Can I cancel my hospitality purchase due to a positive COVID-19 result or health restrictions?

Q. In which currency must I pay for my hospitality packages?

Q. Is VAT applicable/refundable? What is the planned VAT/Sales Tax treatment of hospitality services and tickets?

Q. How can I pay for my hospitality packages online?

Q. What payment cards are accepted online?

Q. Is full payment required upon purchase for hospitality packages and/or accommodation ordered online?

Q. Can I split online payment between multiple credit/debit cards?

Q. The credit amount on my payment card is not sufficient to allow me to complete my purchase, how can I solve this problem?

Q. Is there another way to pay for hospitality packages, accommodation, other than an online card payment?

Q. Why have I been redirected to the checkout page when attempting to process online payment? I am unable to conclude my purchase, what should I do?

Q. I have attempted to process a payment online using a Visa or similar credit/ debit card, but I have not received a Confirmation of Purchase email, even though an order number is appearing under my account. Is my order confirmed or not?

Q. How can I pay for my hospitality packages if I download and submit a completed Request Form?

Q. Why was my purchase unsuccessful?