Vouchers: Customer Support & FAQs
Have a Question? Contact Travelzoo.
How do vouchers work?
Taking advantage of a voucher deal is easy!
- Purchase the voucher(s) you want on our site. You can buy multiple vouchers for the same deal, although different deals must be purchased in separate transactions.
- You'll get an email confirmation with a PDF of the voucher. Follow the instructions on the voucher to book the deal directly with the merchant. In some cases a reservation may be required, in others you can just show up!
- Present a printed or mobile copy of your voucher to merchant when you arrive.
We recommend making a reservation right away to secure your date. If you can't get dates that suit you, you can request a refund online through My Account, as long as the refund policy allows it.
Vouchers always retain its "base value," which means even if you don't use it by the expiration date, you can use the amount you paid as a credit with the merchant for as long as they are in business.
How do I book a hotel deal?
Purchase a voucher for the period you want to travel, then follow the directions on the voucher to make your reservation. The sooner you book the more likely the hotel will have Travelzoo inventory available for your dates (they may have other availability, but not for the Travelzoo deal.) Remember to buy multiple vouchers if combining or extending stays.
If you need to change or cancel a reservation you have booked with the hotel, please check the cancellation policy on the voucher, then contact the hotel directly. You can obtain a refund for your voucher in My Account, as long as you are eligible according to the cancellation policy. You must also cancel any active reservations you have made with the hotel before requesting a refund.
Can I get a refund if I can’t use my voucher?
In most cases a voucher can be refunded up to a certain timeframe. Follow these steps to determine eligibility and request a refund online:
First, check the refund policy at the bottom of the voucher. You can also check whether your voucher is eligible for a refund by signing into My Account and clicking My Purchases. Next, select the purchase you would like to refund.
- If you see a “Request Refund” button, you can request a refund online.
- If you see “Reservation Made”, you must cancel your reservation with the Merchant first, then come back to My Account to request the refund.
- If you do not see Request Refund or Reservation Made, or your voucher says Non-Refundable, then your voucher has either expired, or the refund policy does not allow a refund anymore.
Finally, click the Request Refund button, select the reason for the refund, and confirm that you would like to refund it. Your request will be processed within 3-5 business days and the refund will appear in your account.
Can I combine multiple vouchers to extend a hotel stay?
In most cases, yes you can. Check the "How to book" section on the deal page for more information about combining stays.
Is the price of the voucher per person?
You can find this information under "occupancy" if purchasing a hotel offer, and in the terms and conditions for all other deals. Typically, spa deals are valid for one person unless otherwise stated, restaurant deals are valid for one voucher per table unless a specific number of diners is mentioned, and the number of participants for attractions and activities is noted in the headline. Check the terms at the bottom of the deal page for exact information regarding your deal.
Do you offer flights?
If a deal includes flights it will be listed in the headline as "including flights or air." Check the deal details carefully for additional information. Some deals are flight-only, which take you to the airline's website to book. And if you're really interested in flights, check out our sister site Jack's Flight Club, where you can join for free and let us send you the cheapest flight deals on the web.
What does "additional night" mean when I look at a hotel deal?
Many hotel deals are sold as multi-night packages, for example, "5 nights in an overwater bungalow." You may see a separate voucher deal for an extra night at a reduced rate, allowing you to extend your stay. You must purchase the multi-night voucher in order to purchase the single-night voucher, then call the hotel to book all nights at once.
Can you provide more details about the hotel room?
We are only able to display the room type. Additional details about the room can be found on the hotel's website or ask the hotel for more information when you call to make your reservation or check availability.
What currency am I paying in?
You will always pay in the currency of the site edition you are on. The site edition can be found in the upper right corner of the website and is denoted by a country flag.
What does it mean when your site says, "Please wait while we connect you to your deal?"
This type of deal is offered directly by one of our trusted partners. You book the deal directly with the partner and address any questions or issues to them. The partner is responsible for handling all pre-and post-booking issues. If you have a problem, and are not able to get a resolution, please contact us at 1-877-665-0000, Mon-Sun 9am to 9pm ET and we will advocate on your behalf.
What should I do if I have problems with an order placed online/redeemed directly with the Merchant?
You should always contact the merchant to request assistance as they will have the details of your order.
How do I know if a deal is sold out?
If the entire deal is sold out, you will see a sold-out banner at the top of the page. If only some options are sold out, those will be noted as sold out on the selection page, and the others will still be available to purchase.
Where can I find more information about a hotel deal?
Here's a list of popular topics and where to find the answers on the deal page:
Children policy: Occupancy Rules
Refund policy: Cancellation and Other Hotel Policies
# people allowed: Occupancy Rules
Taxes and fees: Additional Hotel Specific Charges
For questions that are not covered in the deal details, please contact the merchant directly using the information provided on the deal page.
Where can I find more information about a spa, restaurant or activity?
The answers to all of these popular questions can be found in the terms and conditions at the bottom of the deal page, directly under the refund policy:
How many vouchers can I buy?
How many people does this apply to?
Are there any additional taxes or fees?
Can I use more than one on a single order?
Is there an age requirement or restriction?
For questions not covered in the deal details, you can contact the merchant directly using the contact info provided.
How do I book a spa deal?
Purchase a voucher and review the voucher terms for the specific booking steps. For most merchants you can simply call to make an appointment, if required. If you need to cancel or modify a reservation then call the spa directly. You can obtain a refund for your voucher in My Account as long as you are eligible according to the cancellation policy and do not have an active reservation.
How do I book a restaurant deal?
Purchase a voucher then review the voucher terms for the specific reservation steps if required. If you need to cancel or modify a reservation then call the restaurant directly. You can obtain a refund for your voucher in My Account as long as you are eligible according to the cancellation policy and do not have an active reservation.
How do I book an activity?
Purchase a voucher then review the voucher terms for the specific reservation steps if required. If you need to cancel or modify a reservation then call the merchant directly. You can obtain a refund for your voucher in My Account as long as you are eligible according to the cancellation policy and do not have an active reservation.
Most of our deals are based on double occupancy, or two people traveling together. We know many of our members travel independently. When we find deals for solo travelers, we always include that information in the deal copy.
How do I know I am getting a quality deal?
Travelzoo® provides our 30 million members insider deals and one-of-a-kind experiences personally reviewed by one of our deal experts around the globe. We have our finger on the pulse of outstanding travel, entertainment, and lifestyle experiences. For over 20 years we have worked in partnership with more than 5,000 top travel suppliers—our long-standing relationships give Travelzoo members access to irresistible deals that no other companies can match!
How do I get a refund when it says "Reservation Made" in My Account?
"Reservation made" means just that, the merchant has a reservation for you on the books. Please contact the merchant to cancel your reservation. If you have already done that, but it still says "Reservation Made", give us a call at 1-877-665-0000, Mon-Sun 9am to 9pm ET and we'll be happy to help you.
Why does the hotel say there's no availability when the hotel's website shows lots of availability?
Since our deals are exclusive to Travelzoo, we only get a limited number of room nights from the hotel to sell at such fantastic rates. Therefore, even though the hotel may have availability, the rooms allocated to the Travelzoo deal have sold out.
What happens if my voucher expires?
After the expiry date listed on your voucher, you are no longer able to redeem it for its promotional value (advertised value). However, the great news is you can use the amount you paid for the voucher as a credit with the merchant. This value, called face value or base value, never expires, according to applicable law. No refunds can be issued for expired vouchers.
Where can I find 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. Good news -- if your voucher is expired, you can still use the amount you paid for the voucher as a credit with the merchant. This value, called face value or base value, never expires, according to applicable law. No refunds can be issued for expired vouchers.
Can you check availability for me?
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?
We are happy to walk you through the purchase of any deal on our site. In some cases, we can take payment over the phone, otherwise, we'll help you enter it on the site.
I have additional questions about the deal that are not on the deal page!
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 merchant 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?
What if the merchant goes out of business?
We do our best to keep current with the status of our business partners, and if a merchant 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 merchant, please contact our Customer Service Team at 1-877-665-0000 or email@example.com, Mon-Sun 9am - 9pm ET. Travelzoo serves as an agent in recommending local businesses. Travelzoo makes no warrants and does not accept liability for business failures.
Can you change the name on my voucher?
Once a voucher has been purchased we are unable to make changes to the name, however, you have options. If your refund policy allows it, you may request a refund in My Account and then make the purchase once again. Or, you can give the voucher to someone else to use, as long as the deal does not require a reservation. In cases where a reservation is required (in particular for a hotel), the name on the voucher must match the name on the reservation.
I still have questions!
If you have a question we haven’t answered here, click here to send us an email, or call our Customer Service Team at 1-877-665-0000, Mon-Sun 9am to 9pm ET.