TeamRunner Is Here To Help

You’ve got questions and TeamRunner has the answers. Here you’ll find additional resources to help get you up and running on the TeamRunner system. Connect with us on social media for sports team travel tips and all the latest news.
 
Quick Answers

Preferred Browsers

Chrome, Safari and Firefox are preferred. If you use Internet Explorer, use the latest version. Use of Windows XP and its default brower is likely to produce problems, as it is no longer supported by Microsoft.

Quick Help

The quickest way to get assistance is to email Help@TeamRunner.com with all of the details regarding the issue you are experiencing. Please be sure to include the email address that is linked to the account you are using in TeamRunner.

Need to Cancel or Modify a Reservation?

If you need to cancel a hotel or restaurant reservation please contact Help and make sure you include the order ID# and which nights you would like cancelled. Do not attempt to contact the hotel or restaurant directly.

What is Travel@TeamRunner.com?

This may be used for booking ground transportation, airfare and other travel arrangements except hotel and restaurant reservations as these must be made directly in TeamRunner. Just email your requests and we will get back to you within 24 hours.


Of course if you still have questions or just feel like talking to a real person please feel free to contact us.
We’d love to hear from you.
 
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HotelLiaison@TeamRunner.com   Hotel Managers: 855 294.6263 Ext. 3   Twitter

 

Frequently Asked Questions

TeamRunner Team FAQs

Q

I can’t find my team

A

In most cases the team manager has either not uploaded the team roster or there is a misspelling in your name and email address. Please contact the team manager to ensure that the information has been correctly uploaded. If you confirm it is up and correct and there is still an issue please contact customer support at Help@TeamRunner.com and we will assist you.

 

Q

What is the difference between a courtesy hold and a reservation?

A

A courtesy hold allows you to block rooms for a few days in order to get any needed approval from your team prior to reserving. A reservation is secured with a credit card and provided a confirmation number.  Please note the expiration date on blocks, once they pass you will most likely lose the rooms immediately as hotels book quickly.

 

Q

I didn't get a confirmation number and I called the hotel they don’t have it should I be concerned?

A

Upon completion of your reservations you will receive a TeamRunner reservation code. Within a couple of days the hotel will process a hotel reservation code as well. Both are viewable in your order history. To see it click on your name in the top right corner and then click order history. It is located under the section titled Description.

Q

What if I want to change or cancel my reservation what do I do?

A

Do not contact the hotel, everything is handled through TeamRunner. Email your reservation order to Help@TeamRunner.com and a customer service representative will process your request and send you a confirmation.

Q

My team members and parents aren’t able to access the site properly what’s wrong?

A

A vital step in setting up your Team Manger account is to use the Roster Tab and upload the list of team athletes. You can upload team members by emailing them instructions we provide there or cut and paste the name and parent email of each member. Ensure that all contact email addresses are filled in and correct - your team's individual accounts will be created with these email addresses.

 

Q

Can I pay for my hotel with points?

A

While you may earn points from your hotel stay booked through TeamRunner (just provide your number when checking in) the room may not be paid for with points.

Q

Why can't I find a place to confirm my email?

A

We send a confirmation message to your email account with a link for you to click - it is in the message, not on the TeamRunner page.

Q

I forgot my password and can't seem to change it.

A

Email your request to Help@TeamRunner.com

Q

How do I change the email account TeamRunner uses for me?

A

Click on the top right by your name, choose My Account Information, and Change Email.

TeamRunner Hotel FAQs

Q

How many rooms do teams typically need?

A

It is important when providing room blocks to assume that the average team requires approximately 13 rooms. And the preferred configuration is two double beds. Also you will want to consider providing rooms for multiple teams (based on inventory) so that your hotel doesnt appear to be full after one team books. Your hotel liaison can work with you on this if you have questions.

 

 

Q

Where do I see my reservations?

A

Click on the Reservations Tab on the left hand side: You’all see the event and how many rooms are booked. Click on the event name to see more details and enter confirmation numbers for reservations. 

reservation image

Q

Why are my reservations blocked?

A

Email Help@TeamRunner.com and your reservations will be unblocked. 

reservation block

Q

How can I check the status of my room block?

A

Click on the Reports Tab on the left hand side: You’all see a breakdown of how many rooms are being held and how many are reserved with credit card numbers. 

staus

Q

Why am I not able to submit an RFP/Why do I receive an error?

A

Rooms you offer for RFP’s are taken from your Hotel Inventory. Click on the Hotels tab on the left hand side. Click on your hotel name and then click on Edit on the right hand side. Scroll down to the Room Types section. This is where you will enter your hotel’s inventory and then click on Update Hotel at the bottom. 

RFP Error

 

TeamRunner Restaurant FAQs

Q

Duplicate of I can’t find my team

A

In most cases the team manager has either not uploaded the team roster or there is a misspelling in your name and email address. Please contact the team manager to ensure that the information has been correctly uploaded. If you confirm it is up and correct and there is still an issue please contact customer support at Help@TeamRunner.com and we will assist you.

 

Q

Duplicate of What is the difference between a courtesy hold and a reservation?

A

A courtesy hold allows you to block rooms for a few days in order to get any needed approval from your team prior to reserving. A reservation is secured with a credit card and provided a confirmation number.  Please note the expiration date on blocks, once they pass you will most likely lose the rooms immediately as hotels book quickly.

 

Q

Duplicate of I didn't get a confirmation number and I called the hotel they don’t have it should I be concerned?

A

Upon completion of your reservations you will receive a TeamRunner reservation code. Within a couple of days the hotel will process a hotel reservation code as well. Both are viewable in your order history. To see it click on your name in the top right corner and then click order history. It is located under the section titled Description.

Q

Duplicate of What if I want to change or cancel my reservation what do I do?

A

Do not contact the hotel, everything is handled through TeamRunner. Email your reservation order to Help@TeamRunner.com and a customer service representative will process your request and send you a confirmation.

Q

Duplicate of My team members and parents aren’t able to access the site properly what’s wrong?

A

A vital step to setting up your Team Manger account is going to the Roster Tab and uploading the roster for your team.  You can upload team members one by one or bulk upload with the spreadsheet template provided. Ensure that all contact email addresses are filled in and correct, your teams individual accounts will be created with those email addresses.

 

Q

Duplicate of Can I pay for my hotel with points?

A

While you may earn points from your hotel stay booked through TeamRunner (just provide your number when checking in) the room may not be paid for with points.

TeamRunner Technical FAQs

Q

Duplicate of I didn't get a confirmation number and I called the hotel they don’t have it should I be concerned?

A

Upon completion of your reservations you will receive a TeamRunner reservation code. Within a couple of days the hotel will process a hotel reservation code as well. Both are viewable in your order history. To see it click on your name in the top right corner and then click order history. It is located under the section titled Description.

Q

Duplicate of I can’t find my team

A

In most cases the team manager has either not uploaded the team roster or there is a misspelling in your name and email address. Please contact the team manager to ensure that the information has been correctly uploaded. If you confirm it is up and correct and there is still an issue please contact customer support at Help@TeamRunner.com and we will assist you.

 

Q

Duplicate of Can I pay for my hotel with points?

A

While you may earn points from your hotel stay booked through TeamRunner (just provide your number when checking in) the room may not be paid for with points.

Q

Duplicate of What if I want to change or cancel my reservation what do I do?

A

Do not contact the hotel, everything is handled through TeamRunner. Email your reservation order to Help@TeamRunner.com and a customer service representative will process your request and send you a confirmation.

Q

Is TeamRunner only in English?

A

TeamRunner is currently bilingual. We speak English and Spanish and so does most of our customer support staff.

 

Q

Is my data secure?

A

TeamRunner is developed with industry standard encrytption and security best practices to secure your data.