Have a Question? Contact Travelzoo.

Customer Service available Mon-Fri, 10am-6pm AET

General

  • How do I get a refund for my voucher or cancel a hotel booking?
    If your voucher purchase or hotel reservation is eligible for a refund or cancellation, you can do it online. Sign in to “My Account.” In the Purchases section click the “Cancel” button for hotels or “Get Refund” button for vouchers. We offer full refunds within 14 days of purchase on most vouchers, except for vouchers for date-specific events, vouchers noted as non-refundable. After 14 days, all voucher sales are final. For hotel bookings, some reservations can be canceled free of charge up until a few days before check-in. We’ll send you a confirmation email as soon as your refund or cancellation is processed.
  • I want to unsubscribe or change my subscription preferences.
    Sign in to the site in the upper right corner and select "My Account" then "Manage my subscription". You can unsubscribe, or subscribe to as many site editions as you like.
  • How do I disconnect my Google account from Travelzoo?
    Travelzoo offers the ability to subscribe and connect with Google+. If you would like to disconnect your Google+ profile from Travelzoo, simply disconnect below. You have no connected subscription with Google+. If you would like to subscribe with Google+, please sign in.
  • How do I disconnect my Facebook account from Travelzoo?
    Travelzoo offers the ability to subscribe and connect with Facebook. If you would like to disconnect your Facebook account from Travelzoo, visit https://www.facebook.com/settings?tab=applications and click the "X" next to the Travelzoo application
  • How do Travelzoo discount or promo codes work?
    Discount codes can be used on voucher purchases only. To apply the code, click "Buy Now" to go to the payment page. Click the link "Do you have a promo code?" and copy and paste the code in the promo code field the next time you purchase any Travelzoo voucher on our site. The discount will be deducted from your purchase total. If the promo code is less than the total cost of the voucher, you will pay the remaining difference. If the promo code is more than the cost of your voucher, no residual value remains. Purchases made directly on a merchant’s website or 3rd party website are excluded and the code is not valid on existing purchases or hotel reservations made directly on Travelzoo’s site (only hotel voucher purchases are eligible).

My Account

  • How do I get a refund for my voucher or cancel a hotel booking?
    If your voucher purchase or hotel reservation is eligible for a refund or cancellation, you can do it online. Sign in to “My Account.” In the Purchases section click the “Cancel” button for hotels or “Get Refund” button for vouchers. We offer full refunds within 14 days of purchase on most vouchers, except for vouchers for date-specific events, vouchers noted as non-refundable. After 14 days, all voucher sales are final. For hotel bookings, some reservations can be canceled free of charge up until a few days before check-in. We’ll send you a confirmation email as soon as your refund or cancellation is processed.
  • I want to unsubscribe or change my subscription preferences.
    Sign in on the site in the upper right corner and select "Manage my subscription". You can unsubscribe, or subscribe to as many site editions as you like.
  • Reset your password
    To reset your password, sign in on the site in the upper right corner and click on "Reset my password" under "My Account".
  • I want to change my email address.
    Sign in on the site and go to "My Account." Under "I want to:" on the "My Account" page, select "Update my email address" and follow the instructions.
  • Change your name, postcode or payment information
    Sign in on the site and go to "My Account." Under "I want to:" on the "My Account" page, select "Manage my subscription" and follow the instructions. To update an email address, go to "My Account" and select "Update my email address" and follow the instructions.
  • I want to update my credit card.
    Sign in on the site and go to "My Account." Under "I want to:", select "Add/remove payment methods" and follow the instructions.

Vouchers

  • Voucher refunds & hotel cancellations
    If your voucher purchase or hotel reservation is eligible for a refund or cancellation, you can do 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, except for vouchers for date-specific events, vouchers noted as non-refundable. After 14 days, all voucher sales are final. For hotel bookings, some reservations can be canceled free of charge up until a few days before check-in. We’ll send you a confirmation email as soon as your refund or cancellation is processed.
  • How do vouchers work?
    Purchase a voucher from Travelzoo and follow the instructions on the voucher to reserve, book or redeem the deal. If reservations are required, we recommend making them right away. If there is no availability for your dates, you may refund your voucher online within 14 days of purchase. Sign in on the site and go to "Purchases" to request a refund.
  • How do hotel (Getaways) vouchers work? What if my dates are not available?
    Reservations are subject to availability and early booking is encouraged. Purchase a voucher from Travelzoo, then contact the hotel directly to make a reservation for your desired travel dates. If you have bought a hotel voucher, and there is no availability for your dates, you may refund your voucher online in “My Account” within 14 days of purchase.
  • I lost my voucher!
    Vouchers are stored under “My Account” in the “My Purchases” section on our site, and can be printed at any time or viewed on your mobile device -- even after the voucher expiry date. No refunds can be issued for expired vouchers
  • 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, as we do not have any visibility into availability or the merchant’s reservation systems. All dates are subject to availability.
  • Can I purchase over the telephone?
    At this time phone ordering is only available for hotel bookings.
  • I have questions about the deal!
    We disclose as much information as we can on the deal page on our site. If you can’t find what you’re looking for, we recommend calling the business for clarification. You’ll find the merchant's contact details on the deal page and your voucher. If you’re still stuck, please call our Customer Service Team.
  • What payment methods do you accept?
    We accept MasterCard, Visa & American Express.
  • What will you do with my credit card and billing information?
    We work with CyberSource, our credit card payment processor. 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. For details, see our full Terms of Service and Privacy Policy.
  • What if the business goes out of business?
    We do our best to keep current with the status of our business partners, and if a business closes before your voucher expires, we’ll notify you and you will receive a full refund. If you discover you are holding a voucher for a closed business, please contact our Customer Service Team on +61 (2) 8880-0246, Mon-Fri 10am-6pm AET. Travelzoo serves as an agent in recommending local businesses. Travelzoo makes no warrants and does not accept liability for business failures.
  • Why is “What's Included” important?
    Each deal has unique guidelines, set by the local business. Pay close attention to these little details before you buy, as they 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.
  • Can you change the name on my voucher?
    Once a voucher has been purchased we are unable to make changes to the name, however, if you made the purchase within 14 days you may request a refund in My Account and then make the purchase once again with the correct information on the voucher.
  • I’m still confused!
    If you have a question we haven’t answered please call our Customer Service Team on +61 (2) 8880-0246, Mon-Fri 10am-6pm AET.

Hotel Bookings

  • How do I cancel a hotel booking or get a refund for my voucher?
    If your booking is eligible, you can cancel your hotel booking online. Sign in on the site in the upper right corner and go to "Purchases." Click the “Cancel” button. A confirmation email will be sent as your cancellation is processed. If you don't see a refund or cancel button, your purchase may not be eligible. You can confirm eligibility by calling our Customer Service Team.
  • How do I change my reservation?
    Once your reservation is booked, you cannot change it. However, you may be able to cancel it and rebook for the new dates, if your hotel’s cancellation policy allows it. If your reservation is eligible for a cancellation, we recommend you book your new reservation first, before you cancel your existing one, as availability is not guaranteed. Non-refundable reservations cannot be changed or canceled.
  • 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 when you make the reservation and cannot be refunded after booking (This often includes Advanced Purchase rates.) If a rate is non-refundable, the cancellation policy on the payment page will state "non-refundable once booked."
  • When is my reservation confirmed?
    Immediately after you complete your reservation, you will see the confirmation page, showing your booking confirmation number and all the details of your stay. You’ll also immediately receive 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.
  • I did not receive a confirmation email for my booking. What should I do?
    If you have not received a booking confirmation email, please check your spam or junk mail folders first. If you don’t see it there, please call us on +61 (2) 8880-0246, Mon-Fri 10am-6pm AET and we’ll be happy to resend it. You can also print a copy of your hotel reservation online via “My Account” or send a confirmation email to your email address on account.
  • How do I make a special request?
    You can enter a special request when you make your reservation online. We pass your request to the hotel; however we are not able to guarantee the hotel can fulfill your request. We recommend you contact the hotel directly to confirm your request before you travel.
  • Why am I seeing a higher rate for my dates than what you advertised?
    If a deal rate sells out, we have different rates available for different dates, so we will show you other available rates for your travel dates. Check the rooms and rates listing carefully before you purchase.
  • Is the rate shown based on 2 people?
    Most rates shown are based on 2 people, called “double occupancy.” You can find extra person charges in the Policies and Fees section under Children/Extra Guests. Please be sure to select the correct number of adults staying in the room from the “Number of Guests” drop-down box. If a deal does not allow more than 2 people, then rates will not be returned.
  • Where can I find information about the hotel?
    Once you search for a hotel, general hotel information can be found in the Overview tab, room descriptions are under the Rooms and Rates tab, and details about hotel amenities can be found under the Amenities tab. The Policies Tab contains important information about check-in, check-out, 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 website address email on your booking confirmation.
  • What is included with my room rate?
    You can find information on what’s included right on the hotel details page when you select your rate. Some hotels come with member-exclusive “extras” like free breakfast, some offer parking, 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 Tab for each hotel. Individual hotel policies vary so be sure to check the hotel’s policy prior to booking.
  • Do cots or extra beds cost extra? And how do I book this?
    Extra bed costs are shown on the Policies 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 the extra bed is available.
  • Is my hotel pet friendly?
    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. We suggest you check with the hotel directly to confirm availability before booking, as many pet-friendly hotels have a limited number of pet-friendly rooms.
  • What’s the difference between a double room and a twin room?
    A double room has one double bed, and a twin room has two separate beds.
  • What are Exclusive Extras?
    Free Extras are specially negotiated freebies 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. Free Extras will also be noted on your booking confirmation. email.
  • How do the Exclusive Extras upgrades work?
    Room upgrades, where offered, are subject to availability and assigned on check-in. When you arrive at the hotel, be sure to inquire about an upgrade, and you will be given a room in the next level category up from the one you booked, if one is available.
  • If I book for one person (single occupancy) do I get Free Extras for two?
    No. Free 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, Free Extras are offered once per room, per stay.
  • How do I know what Exclusive Extras I get with my booking?
    Exclusive Extras are listed on the hotel search results page and the hotel details page. Individual room rates will also list Free Extras if they are included. Make sure you select a rate that offers the Free Extras when you book. Please note that early check-in, late checkout and room upgrades to the next category are all subject to availability at check-in. In other words, it will depend on how full the hotel is on the dates you have booked. We recommend you check with the hotel a couple of days in advance of check-in.
  • Can I earn my hotel’s loyalty points if I book with 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 all hotels will award points for stays purchased through Travelzoo.
  • How are star ratings determined?
    We use a combination of recognized industry standards to assign star ratings, including but not limited to, competitor’s ratings, destination-specific rating guides, site visits, amenities and the hotel’s own rating. 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 5 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?
    The answer depends on the type of rate you select. Look on the payment page, directly above the section where you enter billing information, for the answer:

    If the sentence above the payment section says “The hotel will charge your card according to the booking conditions below,” then the hotel will charge you directly. The Booking Conditions, also found on the payment page, will advise whether the reservation will be paid in full at the time of booking or if the credit card is simply being held to guarantee the room and will be charged by the hotel during your stay.
  • What credit cards do you accept?
    The payment card(s) accepted are dependent on the hotel and rate booked. For specifics, please refer to the room description and Forms of Payment Accepted for the hotel you are interested in. Eligible payment cards are also displayed on the booking page when you make your reservation. A valid credit or debit card is required to confirm 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.
  • Can I book with someone else’s card?
    Yes, you can, provided you have the other person’s permission, and 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 authorize the hotel to charge the card entered during the booking process for the stay, you must contact the hotel directly to fill out an authorization form.
  • What currency do I pay in?
    All payments are made in the hotel’s local currency. If you are booking a hotel outside Australia, we will also show you the estimated conversion in AUD. Remember, this may not exactly match what you will pay on checkout, as currency exchange rates fluctuate.
  • My credit card I used to book is no longer valid!
    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. Please contact the hotel directly to provide your new credit card details.
  • 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, and you can use any payment card the hotel accepts upon checkout.
  • I have 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 what the hotel charged you.
  • Are taxes included in the price I see?
    Yes. The first price you see includes all taxes except local taxes such as city tax, which are collected by the hotel on checkout. On the payment page, before you book, you will see the breakdown of the different taxes and any local taxes if applicable.
  • Are the prices I see per person or per night?
    Rates shown are always per room, per night, not per person.
  • What about additional charges?
    Some hotels do charge mandatory daily resort fees or service charges to cover some services and facilities. Some additional hotel-offered services or amenities may incur an additional charge, such as daily high-speed Wi-Fi, additional beds/cots, occupancy fees and spa access. These charges 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.
  • 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 hotel. This ensures the ratings we display are a true reflection of the experience Travelzoo members have had at a hotel.
  • How do I contact Customer Service?
    Our award-winning travel specialists are available Mon-Fri 10am-6pm AET to assist you. Please call us on +61 (2) 8880-0246 or send an email to support_au@travelzoo.com.