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FAQ

My Account

Refunds

If the policy on your voucher purchase or hotel reservation allows a cancellation or refund, you can cancel it online. Sign in to My Account. Then select My Purchases and click the “Cancel” button for hotels or “Request Refund” button for vouchers. We offer full refunds within 14 days of purchase on most vouchers. Vouchers for date-specific events, vouchers noted as non-refundable and all voucher purchases more than 14 days old are final sale and are not eligible for a refund. For hotel bookings, The cancellation policy will vary depending on the hotel and rate booked but you may be able to cancel your reservation online. Sign in to My Account, go to My Purchases, and if your reservation is eligible for a cancellation, click the "Cancel" button. We’ll send you a cancellation email as soon as your cancellation is processed.

Lost voucher

Vouchers are stored under My Account in the My Purchases section on our site and as long as your voucher is active (unused, not refunded) it can be printed at any time.

Can you book me into the restaurant or spa or advise on availability?

Once you have purchased your voucher, we recommend you call the business as soon as possible to make a booking. We are unable to advise on availability or make bookings. All dates are subject to availability.

Unsubscribe/manage subscriptions

Login to My Account and go to My Subscriptions. Select the changes you would like to make to your account. You can subscribe to as many site editions as you like to receive deals published by Travelzoo in other countries. You can also change your email address or postcode in My Subscriptions.

Passwords

If you have forgotten your password, click on the “Forgot Your Password” link in Sign In/Sign Up in the upper right corner of the homepage and enter the email address you used to join. We will send you an email with a link to reset your password. If you do not receive your email, check your spam folder and ensure the email address is spelled exactly as it was as when you subscribed. If you wish to change your password, you may make the changes under My Details in My Account.

Change email address

Login to My Account and go to My Subscriptions. Select "Change" next to your email address. Then enter the new email address.

Update credit card information

To update a credit card, you must delete the old card and enter a new form of payment with the updated information.

How long will it take for the changes to My Account to take effect?

Any changes made to your account will take effect in 48 hours.

Vouchers

Refunds

If the policy on your voucher purchase or hotel reservation allows a cancellation or refund, you can cancel it online. Sign in to My Account. Then select My Purchases and click the “Cancel” button for hotels or “Request Refund” button for vouchers. We offer full refunds within 14 days of purchase on most vouchers. Vouchers for date-specific events, vouchers noted as non-refundable and all voucher purchases more than 14 days old are final sale and are not eligible for a refund. For hotel bookings, The cancellation policy will vary depending on the hotel and rate booked but you may be able to cancel your reservation online. Sign in to My Account, go to My Purchases, and if your reservation is eligible for a cancellation, click the "Cancel" button. We’ll send you a cancellation email as soon as your cancellation is processed.

Lost voucher

Vouchers are stored under My Account in the My Purchases section on our site and as long as your voucher is active (unused, not refunded) it can be printed at any time.

Can you book me into the restaurant or spa or advise on availability?

Once you have purchased your voucher, we recommend you call the business as soon as possible to make a booking. We are unable to advise on availability or make bookings. All dates are subject to availability.

How do I buy a voucher?

Click on the "Buy Now" button and follow the instructions. Once your purchase is complete, we’ll charge your credit/debit card and send you an email confirmation with a link to access your voucher. Vouchers are also stored under My Account on the Travelzoo website and can be printed at any time. To redeem your voucher, follow the booking instructions on the voucher and be sure to check the fine print for special instructions! If reservations are required, we recommend you call the merchant as soon as possible to get the dates that you want.

Can I purchase over the telephone?

At this time only online ordering is available.

General Questions about the deal?

We disclose as much information as we can on the deal page on our website; if the answer you require is not there, we recommend calling the business for clarification. You’ll find the merchant's contact details on the deal page and your voucher.

What payment methods do you accept?

We accept MasterCard, Visa, American Express and PayPal.

What will you do with my credit card and billing information?

We work with CyberSource to process credit card information. CyberSource is owned by Visa International and is one of the largest payment transaction companies on the Internet. Your credit card and billing information is recorded via fully encrypted Secure Socket Layer connection (SSL). This and your other personal information are safe and secure and will only be used for your intended purpose. We comply with industry-leading security and privacy standards and are registered with TRUSTe. For details, see our full Terms of Service and Privacy Policy.

What if the business goes out of business?

While we do our best to keep current with the status of our business partners, if you discover you are holding a voucher for a closed business, please contact our Customer Service Team at +44 (0) 20 3564 3000 or support_uk@travelzoo.com, Monday-Friday, 8am-6pm. If a business closes down before your voucher expires, you will receive a full refund. Travelzoo serves as an agent in recommending local businesses. Travelzoo makes no warrants and does not accept liability for business failure.

Can you tell me exactly what "Fine Print" means and why it’s important?

Each deal has unique guidelines, set by the merchant. Pay close attention to them before you buy. These little details usually refer to things like dates when the deal is not available, how many deals you are allowed to purchase or redeem and whether or not the deal can be combined with any other offers.

I’m still confused.

If you have a question we haven’t answered or just want to leave a comment, click here to send us an email, or call +44 (0) 20 3564 3000, Monday-Friday, 8am-6pm.

Hotel Bookings

How do I cancel my reservation?

The cancellation policy will vary depending on the hotel and rate booked, but you may be able to cancel your reservation online. Sign in to My Account, go to My Purchases, and if your reservation is eligible for a cancellation, click the “Cancel” button. We’ll send you an email as soon as your cancellation is processed. If you need additional assistance, please call us on +44 (0) 20 3564 9000, Mon-Fri 8am-9pm. If you need immediate assistance outside of our business hours, please contact the hotel directly. Remember, cancellation penalties are set and charged by the hotel, and any exceptions to policy are entirely up to them.

How do I change my reservation?

Changes are not permitted; however if your cancellation policy allows it, you may be able to cancel your reservation and rebook a new reservation with the updated information. Availability is not guaranteed so we recommend that you make your new reservation first. Please note that a change in dates or room type may result in a rate change.

Where can I find my cancellation policy?

You will find the Booking Conditions and Cancellation Policy on the payment page (where you enter your credit card information) during the reservation process. If you have an existing reservation, you can find the cancellation policy on your confirmation email or by clicking the "Print Reservation" button in My Account.

What does non-refundable mean?

A non-refundable rate is usually a discounted or promotional rate that may be charged in full at the time of purchase and cannot be refunded after it has been booked. This often includes Advanced Purchase rates. These rates are clearly labelled and explained during the booking process.

When is my reservation confirmed?

Immediately after you complete the reservation process, you will see the confirmation screen that shows your booking confirmation number and all the details of your stay. We will also immediately send you an email confirmation. Please check to make sure all the details are correct. Although you do not need the email to check-in, we recommend you keep a copy for your reference.

I did not receive a confirmation email for my booking. What should I do?

If you have not received a booking confirmation from us, check your spam or junk mail folders first. If you don’t see it there, contact us on +44 (0) 20 3564 9000 and we’ll be happy to resend it. You can also print a copy of your hotel reservation online via My Account.

How do I make a special request?

You can enter any special requests during the booking process. We will pass special requests to the hotel; however we are not able to guarantee the hotel can fulfil your request.

How do I know what dates are available for a specific hotel?

All you have to do is enter your desired dates of travel on the search results page and we will show you available rates for your trip! If a rate is not available for your dates, you will see a message telling you that no rates are available for your specific dates. Try different dates or a different hotel.

Why am I seeing a higher rate for my dates than what you advertised?

Different rates are available on different dates. If a deal rate sells out, we will show you other rates that are available for your travel dates. Check the rooms and rates listing carefully before you purchase.

Is the rate shown based on two people?

Most rates shown are based on two people (“double occupancy”) and they are all on a per room, per night basis. You can find extra person charges in the Policies & Fees section under Children/Extra Guests. Please be sure to select the correct number of guests that will be occupying the room. If a room does not allow this number of people, it will not be returned.

Where can I find information about the hotel?

General information about the hotel can be found in the Overview tab, room descriptions are under the Rooms & Rates tab, and specific information about hotel amenities can be found under the Amenities tab. The Policies & Fees tab contains important information about check-in, checkout, children, pet policies and any additional fees.

Where can I find the contact details of my hotel?

You’ll find all the contact details of your hotel, including phone number, address and email, on your booking confirmation.

What is included with my room rate?

You can find information on what’s included on the hotel details page when you select your rate. Some hotels offer Travelzoo-exclusive extras like free breakfast or an upgrade, some offer parking or credit to spend in the restaurant and some just offer a really great nightly rate.

Do children cost extra?

Information about charges for children and extra guests can be found on the Policies & Fees tab for each hotel. Individual hotel policies vary so be sure to check the hotel’s policy prior to booking.

Is there an additional cost for cots or extra beds in the room? And how do I book this?

Extra bed costs are shown on the Policies & Fees tab for each hotel. Any additional fees for cots or extra beds are not included in the reservation price and are charged at the discretion of the hotel. If you have made a special request for extra bedding, we suggest you contact the hotel directly to confirm that they have the extra bed available.

How do I confirm whether pets are allowed?

You can find out if the hotel is pet-friendly on the Amenities tab, and the Policies & Fees section will outline any pet fees and/or restrictions.

What’s the difference between a Double room and a Twin room?

A double room has a double bed, and a twin room has two separate single beds. Some hotels also offer triple rooms.

What are Travelzoo-exclusive extras?

Travelzoo-exclusive extras are specially negotiated freebies that our valued members get when they book a select Travelzoo rate on our site. It is our way of saying thanks. The extras may be different for each hotel and may include a combination of benefits, such as free breakfast, room upgrades, attraction tickets or a credit to spend at the hotel. You’ll see these clearly displayed in the hotel search results and the individual hotel page. If included, these extras will also be noted on your booking confirmation email.

If one of the exclusive extras is a room upgrade, how does this work? Do I need to select a different room type?

Room upgrades, where offered, are subject to availability and assigned on check-in. When you arrive at the hotel, you will be given a room in the next-best available category to the one that you booked, if one is available.

If I book for one person (single occupancy), do I get exclusive extras for two?

No. Travelzoo-exclusive extras are based on the number of people booked on the reservation. So if you book a rate that includes a complimentary drink at the bar, you’ll get two drinks if you have booked a room for two people, and one drink if you are flying solo. Unless otherwise specified, exclusive extras are offered once per room, per stay.

How do I know what exclusive extras I get with my booking?

They are listed on the hotel search results page and the hotel details page. Individual room rates will also list the exclusive extras if they are included. Please note that early check-in, late checkout and room upgrades to the next category are usually offered subject to availability on check-in unless otherwise specified. In other words, it will depend on how full the hotel is on the dates you have booked. We recommend that you contact the hotel a couple of days in advance to check whether early check-in (in particular) will be possible.

Does every rate come with exclusive extras?

No. Those that do will clearly list the extras alongside the rate.

Can I earn loyalty points through the hotel’s loyalty program if I book through Travelzoo?

You may be able to earn loyalty and/or rewards points directly through your confirmed hotel. We recommend you provide your loyalty number to the hotel after your reservation has been confirmed. We cannot guarantee that all hotels will award points for stays purchased through Travelzoo.

How are the star ratings determined?

We use a combination of recognised industry standards, including but not limited to, national rating schemes (eg, The AA, AAA), destination-specific rating guides, competitor’s ratings and site visits, to assign star ratings. We hand-pick all of our hotels carefully, so you can be certain that you are getting a quality hotel at a great rate.

Are group rates offered?

No, at this time we are not able to offer group rates. If you are booking a stay for more than 10 people or more than five rooms, we suggest you contact the hotel you are interested in to see if you may qualify for a group rate.

When will I be charged for my reservation? Who charges my credit or debit card?

Most reservations are paid directly to the hotel, normally upon checkout. Each hotel may have a different policy regarding when and how much your payment card may be charged. Most hotels simply use your card details as a guarantee, some may take a deposit at the time of booking, and non-refundable rates are usually charged in full at the time of booking. Please review the Booking Conditions listed on the payment page, to view the details about when and who will charge your card for the selected rate.

What credit cards do you accept?

A valid credit or debit card is required to confirm your reservation. The payment card(s) that will be accepted are dependent on the hotel. For specifics, please refer to the payment page. The card you use for your booking must be valid for the duration of your stay.

Can I use a debit card to reserve a room?

This depends on the policy of the selected hotel. Many hotels do allow debit card bookings, others will only accept credit cards. Keep in mind that if you use a debit card the hotel may pre-authorise your card and/or place a hold on the card at check-in for security purposes.

How do you make sure my payment card details are safe?

Your personal information in your Travelzoo account is kept in a safe and secure environment, and can only be accessed by using the username and password associated with it. Your information is never sold, given away or used without your permission. Please read our Privacy Policy for more information.

Can I book with someone else’s card?

Yes, you can, provided that you have the other person’s permission, but you will need to pay with a card in your own (or one of your party’s) name on checkout.

Can I book a stay for someone else?

Yes, however if you would like to authorise the hotel to charge the card that was entered during the booking process for the stay, you must contact the hotel directly to fill out an authorisation form.

What currency do I pay in?

All payments are made in the hotel’s local currency. If you are booking a hotel outside the UK, we will also show you the estimated conversion in GBP. Remember, this may not exactly match what you will pay on checkout, as currency exchange rates fluctuate.

The credit card I used to book is no longer valid – what do I do?

Your credit card is used to guarantee your stay, so if the card you used to book is no longer valid, your stay will not be guaranteed. You will need to contact the hotel directly to provide them with the details of your new credit card.

Can I pay for my stay with a different card than the one I used to book?

If the booking conditions on your reservation indicate that there is no charge at the time of booking, then yes you can pay with a different card upon check-out. Keep in mind however that an Advance Purchase rate requires pre-payment upon booking, and so the card that is provided at the time of the booking will be charged for that type of rate.

What should I do if I have questions about any extra charges on my card?

If you have a question about your hotel charges after checkout, please call the hotel directly as we do not have a record of your hotel charges.

Are taxes included in the price I see?

Yes. The first price you will see is an average room rate per night including tax. Taxes and fees are also listed separately on the booking page so you can see the breakdown. If city tax is not included, this will also be specified.

Are the prices per person or per night?

Rates shown are always per room, per night, not per person.

Are there any additional charges?

A city tax may be imposed by certain municipalities or regions. If it is not already included in the total price, the amount will clearly be shown in the Policies & Fees section, on the payment page and in your confirmation email. Some hotels do charge mandatory daily resort fees (or service charges) to cover some services and facilities. Some additional services or amenities offered by the hotel, such as daily high-speed Wi-Fi access, additional beds/cots, occupancy fees and spa access, may incur an additional charge. These will be added to your bill on checkout. When known, we will show you the additional charges during the booking process and on the hotel overview page in the Policies & Fees section.

I can’t find my destination in your search results. Why?

We have launched our hotel service with a limited collection of hand-picked hotels. This initial collection focuses on the most popular destinations and our most popular hotels. Based on your feedback and suggestions, we will continue to add hotels, so please keep checking back.

How do I give feedback about my stay?

We’ll email you a short post-stay survey 24 hours after your checkout date. We really want to hear what you loved – or didn’t – about the hotel. Your feedback helps other Travelzoo members make smart choices about where they stay. It will also help us determine what properties stay in our collection.

What are the hotel ratings based on?

The rating represents the aggregate score our members have given the hotel. Unlike some other review sites, we only solicit feedback from guests who have stayed at the specific hotel. This ensures that the ratings we display are a true reflection of the experience Travelzoo members have had at the hotel.

How do I contact Service?

Our award-winning travel specialists are available Mon-Fri 8am-9pm to assist you. Please call us on +44 (0) 20 3564 9000 or send an email to support_uk@travelzoo.com.

When can I check in to my hotel?

Check-in times vary by hotel, so be sure to check the hotel’s policy listed in the Policies & Fees section and on your confirmation email.

How are hotels selected?

Our Travelzoo Deal Experts across the globe spent months researching a shortlist of over 5000 recommended hotels. We have read your first-hand reviews, visited hotels, spoke with industry leaders and tapped into our international pool of knowledge. We then cross-referenced our research with other sources. But the toughest part was picking just a handful of properties in each destination that we truly believe will deliver an exceptional experience. We will continue to grow the list based on recommendations from our members and deal experts. Properties can only remain in the program if they consistently achieve an 85% or better user rating.

What does “reservation provided in partnership with Travelscape, LLC.” mean?

In order to offer you the best selection of hotels in the most destinations, we have partnered with Travelscape, LLC.com to provide access to additional hotels. If a reservation is provided by Travelscape, LLC, the hotel rate has been specially negotiated with one of its partner hotels.

Who charges my card for a Travelscape, LLC. reservation?

Depending on the type of rate you select, either Travelscape, LLC or the hotel will charge your card. If Travelscape, LLC is the merchant of record, you will see a message on the payment page that states that Travelscape. LLC will charge your card directly upon booking. This will then appear on your statement as Travelzoo/Travelscape. Regardless of who charges your card, you will be required to present a credit card upon check in to cover incidental charges.

If Travelscape, LLC. charges my card for a reservation, can it be cancelled?

Yes, if the cancellation policy on your reservation permits a cancellation, you may do so online by visiting My Account and selecting the Cancel button. Please note that some reservations may be subject to a cancellation fee that will be outlined as part of the cancellation policy. If the reservation was pre-paid to Travelscape, LLC., please allow 5-10 business days for the refund, less any applicable cancellation fees, to appear in your account.

What should I do if I have an issue with a hotel booked through Travelscape, LLC?

We hope that you do not have any issues with our hotels, but if you do, contact us directly on +44 (0) 20 3564 9000, Mon-Fri 8am-9pm and we will work with Travelscape, LLC on your behalf to make it right.

Is my information safe when I book through Travelscape, LLC?

Absolutely! Your information is communicated securely in accordance with our Privacy Policy. We only share information with Travelscape, LLC that is necessary to facilitate your reservation. You can view their complete terms and conditions here.