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FAQ

My Account

I’d like to change the email address I subscribed with/I entered my email address incorrectly.

Go to My Subscriptions and click Change next to your email address. Then enter the new address where you’d like to receive our emails.

What will you do with my email address?

We use your email address to deliver our email publications to your inbox. Your postcode is only used to send deals relevant to your local area. We have over 27 million subscribers worldwide. Please review our Privacy Policy and be assured that we take your privacy and data security very seriously.

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 Trustee. For details, see our full Terms of Service and Privacy Policy.

I would like to update my postcode to receive travel, entertainment and local deals for my area.

Log into your account, click on My Subscriptions in My Account and enter your new postcode in step 2.

How do I update my credit card/ payment information?

Go to My Payment Methods in My Account and delete any card by clicking the X, or click "Add a New Card". You will have to delete your card and re-add it if the current information is incorrect.

I’ve changed my subscription or account preferences. How long will it take for the changes to take effect?

Please wait 48 hours for any changes made to your account to take effect.

I would like to connect or disconnect my Google+ or Facebook profiles from Travelzoo.

You can connect with Facebook using the icon on the footer of each Travelzoo page. If you would like to disconnect your Facebook account from Travelzoo, visit https://www.facebook.com/settings?tab=applications

Travelzoo offers the ability to subscribe and connect with Google+ by using the Google+ icon in the footer of all Travelzoo pages. If you would like to disconnect your Google+ profile from Travelzoo, log into your gmail account. Under Accounts, select Google+ and then click on the "Manage apps & activities" button. Then disconnect the Travelzoo app.

Pre-Purchase Questions

What are Travelzoo Local Deals?

Local Deals offer you outstanding deals at discounted prices from top-quality businesses, including spas, restaurants and destination hotels.

How do I buy a Local Deal?

Making a purchase is simple. Once you’re ready to purchase a voucher, click on the "Buy Now" button. If you already have an account with Travelzoo, you can purchase with just one click. Or, simply follow the instructions online to My Account and enter your billing details. The charge will appear on your credit card statement as "TRAVELZOO." 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 included near the top of the page – remember to check the fine print for special instructions. We recommend you call the merchant as soon as possible to get the dates that you want. In some cases you can just show up whenever you like.

You have 14 days to ask for a refund if you wish to cancel your order. Vouchers noted as non-refundable or for a date-specific event are non refundable. Please read our full Terms of Sale for more information.

Can I purchase over the telephone?

At this time only online ordering is available. If you have a question before you get started, please contact our Customer Support Team at support_uk@travelzoo.com or 020 3564 3000.

Does it cost money to join Travelzoo or to receive Local Deals?

Access to all of Travelzoo’s content is free for subscribers. To become a subscriber, sign up here or just register when you purchase your first Local Deals voucher.

What payment methods do you accept?

We accept MasterCard, Visa, American Express, Maestro and PayPal. We do not charge you a fee for debit or credit card use.

I received an error message when trying to purchase a Local Deal. Now what?

Sometimes there is a problem processing your credit card, or the billing address you entered does not match your account details on file with your bank (for instance, have you moved recently or changed marital status?). It could just be a typo, or a number was incorrectly entered (don’t put dashes or spaces when you enter your credit card number). Our system will immediately notify you if there’s a problem at the time of purchase. Re-enter your details (check all the fields carefully) and try again. If it still doesn’t work, send us an email or give us a call.

My Password is not accepted.

If you have forgotten your password, please click on the “Forgot Your Password” link in Sign In/Sign Up and enter the email address you used to subscribe. We will then send you an email with a link to reset your password. If you do not receive your email, please check your spam folder and ensure the email address is spelled exactly as it was as when you subscribed.

What happens if the date I want is not available?

Availability is always subject to change, and is based on the merchant’s availability. We recommend you contact the business as soon as you have purchased your voucher to confirm the dates you want are available and make your reservation.

Can I buy a deal as a gift for someone else?

Yes, subject to the terms and conditions of the offer. You can print a voucher and give it to someone else like a traditional certificate or gift card. Unless the small print specifically states otherwise, feel free to give Travelzoo Local Deals vouchers as gifts, or if you can’t use it before the expiry date, give it to a friend or family member.

General Questions about the deal?

We are often asked questions like whether restaurants have vegetarian or gluten free options or if a hotel accepts pets. We try to disclose as much information 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 contact details on the deal page and your voucher.

Post Purchase Questions

Can you book me into the hotel or restaurant?

We are not able to make a booking for you or advise you on availability. We recommend that once you have purchased your Local Deal, you call the business as soon as possible to make a booking. All dates are subject to availability.

Does the Local Deal have to be used the same day I buy it?

Each Local Deal has a limited redemption window (typically six months, but it could be more or less than that). Each deal has an expiration date (listed on the deal page before you buy and on the voucher). We recommend you call the business to make your reservation as soon as possible; for example, weekend dates always go very quickly. Remember you only have 14 days after the date of purchase to ask for a refund in case your desired dates are unavailable.

I’ve lost my voucher!

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

Can I return or get a refund on Travelzoo Local Deals voucher?

We offer full refunds within 14 days of purchase, so if you change your mind and no longer want a voucher, please let us know. Log in to My Account, and if your voucher is eligible for a credit, you can cancel it online. After 14 days, we are not able to offer returns or refunds. On date-specific events, or for those noted as non-refundable, all sales are final, and no returns or exchanges are permitted. Please see our Terms of Sale for more information.

What if the business for my voucher closes down?

If a business closes down before the redemption window for your voucher expires, you will receive a full refund. Travelzoo serves as an agent in recommending the merchant or local business. Travelzoo makes no warrants and does not accept liability for business failure. Please see our full Terms of Sale for more information.

What happens if my Travelzoo Local Deals voucher expires?

You must redeem your voucher before the expiry date specified on the Voucher. No refunds will be issued for expired Vouchers. See our full Terms of Sale.

What if I want to change or cancel my order?

We are not able to change your order once you make a purchase (add or remove vouchers, change the name or dates on a voucher). If you would like to cancel your voucher, please call us within 14 days of making your purchase. After 14 days, no refunds can be issued.

General FAQ

I’d like to change the email address I subscribed with/I entered my email address incorrectly.

Go to My Subscriptions in My Account and click Change to enter the new address where you’d like to receive mail.

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

Each deal has unique guidelines, set by the local businesses where you can buy the goods and services. 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 booked a travel deal that was featured on Travelzoo but am having a problem. Can you help me?

Most travel (holiday, cruise, transport) deals aren’t booked directly through Travelzoo unless you actually purchased a voucher on Travelzoo’s website. A good test is to take a look at the company that actually charged your credit card. If it’s a travel or entertainment company other than Travelzoo, you’ll need to contact them directly. If you see Travelzoo on your bank card statement, then you likely bought one of our Local Deals and we’ll do our very best to help you.

How can I feature my business on Travelzoo Local Deals?

Contact us! We’ll respond to you as soon as possible.

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, 08:00 - 18:00.

Hotel Bookings

Can I book a hotel directly with Travelzoo?

Yes. Travelzoo has recently launched a booking platform allowing you to book a hotel with us, rather than buying a voucher or being redirected to a hotel’s website. We are currently in beta testing with this new tool, so it is only available for some hotel deals.

Reservations

When is my reservation confirmed?

Immediately after you complete the reservation process, you will see the confirmation screen, showing 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 print a copy for your reference.

How do I cancel my reservation?

Hotel cancellation policies vary, so please check the details on your confirmation email first, as penalties may apply. If your reservation is eligible for a cancellation, you can cancel it online. Just sign in to your account and go to the My Purchases section, or you can call us on +44 (0) 20 3564 9000, Monday-Friday 8am-midnight; Saturday-Sunday 3-11pm.

How do I change my reservation?

If you would like to change your reservation e.g, change dates, room type, number of guests or rooms), please check the hotel policy on your email booking confirmation to make sure it does allow changes, then give us a call on +44 (0) 20 3564 9000, Monday-Friday 8am-midnight; Saturday-Sunday 3-11pm. Our hotel travel specialists will be happy to assist you. If you need to change your reservation outside of our business hours, please contact the hotel directly. Note: a change in dates or room types may result in a rate change.

If I need to cancel my reservation, is it free of charge?

Many of the rates offered are cancellable and refundable up until a certain date and time, but some are not. Make sure you check the Cancellation Policy and Booking Conditions on the payment page before you make your reservation to confirm the policy. If you have an existing reservation you can find the cancellation policy on your confirmation email.

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

If you have not received a booking confirmation from us, please check your spam or junk mail folders first. If you don’t see it there, please contact us on +44 (0) 20 3564 9000, Monday-Friday 8am-midnight; Saturday-Sunday 3-11pm.

Will I receive a separate email confirmation from the hotel?

No. Your booking is logged directly in the hotel’s reservation system. We also send the hotel a confirmation email at the same time we send yours.

Do I need to confirm my reservation with the hotel directly?

No. There is no need to reconfirm your booking with the hotel. However, if you have made a special request, we recommend you call the hotel directly to confirm. While we are able to pass special requests through to the hotel at the time of booking, we are not able to guarantee the hotel can fulfil your request.

How do I know my booking has been cancelled?

You can see the status of all of your hotel bookings in the My Purchases section in your account. We’ll also send you an email confirmation to let you know the cancellation has been processed.

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.

Is breakfast included in my room rate?

Breakfast is included in many -- but not all -- of our hotels. All details of what is included in the price will be clearly displayed on the deal page. This will also be noted on your booking confirmation email.

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

You may be able to earn loyalty and/or rewards points through your confirmed hotel. You will have to provide your loyalty number directly 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 to assign star ratings, including but not limited to destination-specific rating guides, competitor's ratings, site visits, amenities and the hotel’s own rating. We check all of our hotels carefully, so you can be certain that you are getting a quality hotel at a great rate.

How do I give feedback?

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 subscribers make smart choices about where they stay. It will also help us determine what properties stay in the collection.

What are the feedback ratings based on?

The rating represents the aggregate score our subscribers have given the hotel. Unlike 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 subscribers have had at the hotel.

Room types & rates

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 beds. Some hotels also offer triple rooms.

What is a non-refundable rate?

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. (They are sometimes referred to as Advanced Purchase rates.) These rates are clearly labelled and explained during the booking process.

Are taxes included in the price I see?

Yes. Taxes and fees are also listed separately so you can see the breakdown.

Are the prices I see per person or per night?

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

Are there any additional charges?

Some hotels do charge compulsory daily resort fees (or service charges) to cover some services and facilities. There are also some additional services or amenities offered by the hotel that may incur an additional charge, such as daily high-speed Wi-Fi access, additional beds/cots, occupancy fees and spa access. These will be added to your bill on checkout. Whenever possible, we will show you the additional charges during the booking process and on the hotel overview page.

Payment

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

Travelzoo does not take payment for your booking. This is taken by the hotel normally upon checkout. When you make a booking with us, your reservation is sent immediately to the hotel and into the hotel's reservation system. However, each hotel has a different policy regarding when and how much your payment card may be charged. Most hotels simply use your card details as a guarantee but some hotels may take a deposit at the time of booking, and non-refundable rates may be charged in full by the hotel at time of booking. Please read the Cancellation Policy carefully before booking, so that you understand the terms of your reservation.

What credit cards do you accept?

A valid credit is required to confirm your reservation. The credit card(s) that will be accepted is dependent on the hotel and rate you book. For specifics, please refer to the room description and Forms of Payment Accepted for the hotel you are interested in. The eligible credit cards are also displayed on the booking page when you make your reservation. 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.

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, but remember this may not exactly match what you will pay on checkout, as currency exchange rates are subject to fluctuation and can change on a daily basis.

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?

Yes, you can. The card is used to guarantee your stay but you can use any payment card that the hotel accepts upon checkout.

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.

Customer Service

How do I contact Customer Service?

Our award-winning travel specialists are available Monday-Friday from 8am to midnight and Saturday and Sunday from 3pm to 11pm. Please call us on +44 (0) 20 3564 9000 or send an email to support_uk@travelzoo.com.

Special Requests

How do I make a special request?

When you're making a reservation, you can enter any special requests on the payment page. You’ll find the link in the guest details section. Although we pass this information along to the hotel, we cannot guarantee your request will be met. We suggest calling the hotel prior to arrival to confirm any special requests, such as specific bedding types or a non-smoking room.

Will it cost more to bring my children?

Information about charges for children can be found on the Policies 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?

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 check if there are any extra fees.

How do I confirm whether pets are allowed?

You can find this information on the Amenities page and in the Policies & Fees section. It will also be noted on your booking confirmation.

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 5 rooms, we suggest you contact the hotel you are interested in to see if you may qualify for a group rate.

Hotel Policies

When can I check in to my hotel?

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

How can I find out what amenities & facilities are at the hotel/in my room?

A list of amenities and services can be found in the Amenities tab on the hotel page for every hotel you can book directly with Travelzoo.

If I booked a non-refundable rate, can I cancel the booking?

Reservations for room types that are fully non-refundable may be cancelled, but, you will not receive a refund.

How will I know if my booking has been cancelled?

If you cancel your reservation online or with our Customer Service team, we’ll send you a cancellation email to confirm your reservation status. You’ll also see a cancel status for your booking in My Account on our site.