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. 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: How do we make bookings for flights?

Q: Who do I speak to about flight bookings?

Q: I want to request seats on other airlines – can you offer these?

Q: Can I amend my booking?

Q: Are our fares going to be the cheapest in the market?

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?