Customer Support and FAQ

Have a Question?

Hotel Bookings:1-877-966-0000

Vouchers:1-877-665-0000

Email Us

Agents available Mon-Fri 9am-9pm & Sat-Sun 12pm-8pm ET

General

  • 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 7 days of purchase on most vouchers, except for vouchers for date-specific events, vouchers noted as non-refundable. After 7 days, all voucher sales are final. For hotel bookings, most 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 I subscribe to Travelzoo?
    Become a Travelzoo member for FREE and get access to the best travel, entertainment and local deals. Every deal is researched, negotiated and tested — we only recommend what we would book ourselves. Join FREE with your email now!
  • 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.

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  • 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.
  • Booking a trip with our travel partners?
    For tips from our Deal Experts on booking a reservation with one of our travel partners, click here.
  • When are passports needed?
    For the most up to date information on how to get a passport and where and when they are needed, click here.
  • Questions about Travelzoo stock
    For shareholder-related services:
    Telephone inquiries:
    1-866-632-6352 (U.S.) or 1-781-575-2510 (non U.S.)

    Written inquires:
    Computershare
    P.O. Box 43078
    Providence, RI 02940

    By overnight delivery:
    Computershare
    250 Royall Street
    Canton, MA 02021

    You can also manage your account online via Investor Centre, Computershare's web-based tool for shareholders. Here you can view your account details, update your account information and process various transactions. Registration is quick and easy. You can access Investor Centre at http://www.computershare.com/investor/.

    For Investor Relations questions:

    Please send any questions or requests in writing to:

    Travelzoo, Inc.
    Attn: Investor Relations
    800 West El Camino Real, Suite 275
    Mountain View, CA 94040
    Press inquiries
    For press inquiries, please contact Justin Soffer at 512-270-4101 or jsoffer@travelzoo.com
  • I represent a business and want to work with Travelzoo.
    To learn how Travelzoo can help your business, visit http://solutions.travelzoo.com/

My Account

  • 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 7 days of purchase on most vouchers, except for vouchers for date-specific events, vouchers noted as non-refundable. After 7 days, all voucher sales are final. For hotel bookings, most 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.
  • Unsubscribe or manage your subscriptions
    Login to “My Account” and go to “My Subscriptions.” Select the changes you would like to make to your account. You can unsubscribe or subscribe to as many site editions as you like to receive deals published by Travelzoo in other countries. You can also change your ZIP (post/ postal) code in “My Subscriptions.”
  • Reset your password
    If you have forgotten your password, please go to Sign In in the upper right corner of the home page and click on the “Don't Know Password” link 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, please 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 in “My Account” under My Details.
  • Change your email address
    Login to “My Account” and go to “My Subscriptions.” Select "Change" next to your email address. Then enter the new address where you’d like to receive email. Please wait 48 hours for any changes made to your account to take effect.
  • Change your name, ZIP code or payment information
    Login to “My Account” and go to “My Subscriptions.” Select the changes you would like to make to your account. You can unsubscribe or subscribe to as many site editions as you like to receive deals published by Travelzoo in other countries. You can also change your ZIP (post/ postal) code in “My Subscriptions.”
  • Update your 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. Please wait 48 hours for any changes made to your account to take effect.

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 7 days of purchase on most vouchers, except for vouchers for date-specific events, vouchers noted as non-refundable. After 7 days, all voucher sales are final. For hotel bookings, most 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?
    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 in “My Account” on the Travelzoo site 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.
  • How do hotel 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 7 days or outside of 7 days, please contact Travelzoo Customer Service for a full refund at 1-877-665-0000, Monday-Friday, 9 a.m.-9 p.m. or Saturday-Sunday 12 p.m.-8 p.m. EST.
  • Expired vouchers
    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.
  • 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. 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 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 only online ordering is 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 and PayPal.
  • 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 at 877-665-0000 or support@travelzoo.com, Monday-Friday, 9 a.m.-9 p.m. or Saturday-Sunday 12 p.m.-8 p.m. EST. Travelzoo serves as an agent in recommending local businesses. Travelzoo makes no warrants and does not accept liability for business failures.
  • Why is “What You Need To Know” 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.
  • 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 our Customer Service Team at 1-877-665-0000, Monday-Friday, 9 a.m.-9 p.m. or Saturday-Sunday 12 p.m.-8 p.m. EST.

Hotel Bookings

  • How do I cancel my reservation?
    Most reservations can be canceled free of charge up until a few days before check-in. If your reservation is eligible for a cancellation, you can cancel it 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. If you need additional assistance, please call us our Customer Service Team at 1-877-966-0000, Monday-Friday, 9 a.m.-9 p.m. or Saturday-Sunday 12 p.m.-8 p.m. EST.
  • How do I change my reservation?
    If you would like to change your reservation (dates, room type, number of guests or rooms), please check the cancellation policy on your booking confirmation email or by clicking the "Print Reservation" button in “My Account” to make sure changes are allowed. Then give us a call at 1-877-966-0000, Monday-Friday, 9 a.m.-9 p.m. or Saturday-Sunday 12 p.m.-8 p.m. EST. 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. Please note, a change in dates or room types 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 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 at 1-877-966-0000, Monday-Friday, 9 a.m.-9 p.m. or Saturday-Sunday 12 p.m.-8 p.m. EST, 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. If your reservation is booked with our our partners Getaroom.com or Travelscape, please contact the hotel directly after you complete your booking to make a special request. For more information about Getaroom or Travelscape reservations, click here.
  • 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?
    Most reservations are paid directly to the hotel, normally upon checkout. Reservations provided by our partner Getaroom.com are charged in full at the time of purchase. 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 hotels may take a deposit at the time of booking, and non-refundable rates may be charged in full at 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) 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. 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-authorize 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 the U.S., we will also show you the estimated conversion in USD, but remember this may not exactly match what you will pay on checkout, as currency exchange rates are subject to fluctuation and can change daily.
  • 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?
    The first price you see is the average room rate per night excluding tax. Taxes and fees are then listed on the booking page and added to the room subtotal so you see the total cost of the reservation.
  • 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.
  • What does “reservation provided in partnership with Getaroom.com” mean?
    In order to offer provide you with the best selection of hotels in the most destinations, we have partnered with Getaroom.com to provide access to additional hotels. If a reservation is provided by Getaroom.com, the hotel rate has been specially negotiated with one of its partner hotels.
  • Who charges my card for a Getaroom.com reservation?
    Getaroom.com charges your card upfront at the time of booking for the room and tax. You will be required to present a credit card upon check-in to cover incidental charges.
  • What should I do if I have an issue with a hotel booked through Getaroom.com?
    All post-booking service will be provided by Getaroom.com. You can reach Getaroom.com at 1-855-213-8444, 24/7. Please have your Getaroom.com reservation number available, which starts with the letter R and can be found at the bottom of your confirmation email.