Question 1

I haven't received my booking confirmation

Accepted Answer

You will receive your accommodation booking confirmation within 24 hours of placing your reservation. We also recommend to check your junk mail or spam folder for your itinerary.

Please also note that you can always view your booking status online using My Trip on our website or by signing in and selecting My Bookings from the account menu.

Cryptocurrency payments require a certain number of blockchain confirmations for the booking to proceed. The number of blockchain confirmations required for the most commonly used payment options are as follows:

BTC payments: 3 confirmations
ETH payments (incl. ERC20): 20 confirmations
BNB payments (incl. BEP20): near-instant
TRON payments (incl. TRC20): near-instant

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Question 2

What is the maximum number of rooms that I can book per booking?

Accepted Answer

You can book up to four rooms per booking. For group bookings that exceed four rooms, please contact our Customer Support Team via support@travala.com .

Question 3

When will I receive my hotel confirmation email?

Accepted Answer

Hotel reservations are usually confirmed within 60 minutes of booking.

Once confirmed, your official hotel itinerary will be emailed to you.

You can view your booking status via My Trips on our website, or the My Bookings section of your account dashboard.

If you need further assistance, please contact our Customer Support team via Live Chat or email [email protected].

Question 4

Why isn't there any hotel availability showing?

Accepted Answer

If our website displays no availability, that unfortunately means we have no available rooms at your chosen property for your preferred dates. Please try updating your search criteria with new dates or filters.

If your travel arrangements are not flexible and you must stay at this property, please live-chat us or submit a Contact Us form for assistance.

Question 5

My order is expired, what do I do?

Accepted Answer

If your flight, hotel, activity, or car rental booking shows a status of expired after you made a payment, please do not attempt to rebook. Bookings automatically expire if a payment is not fully confirmed within our 10-minute window.

Why did my booking expire?

Due to fluctuating product rates and real-time currency or cryptocurrency exchange shifts, we limit the initial reservation window to 10 minutes. The reservation will be marked as expired if a successful payment confirmation is not received before this timer runs out.

I already sent the payment, what happens next?

Some payment methods, particularly cryptocurrency transactions, can experience blockchain network delays, exceeding our reservation window. Once the payment is detected, our system will automatically attempt to make the reservation again.

If you need further assistance, please reach out to our Customer Support team via Live Chat or email [email protected].

Question 6

Is there any discount available if I do not have any AVA tokens?

Accepted Answer

Each accommodation and activity booking made on Travala will receive a 2% giveback in the form of AVA tokens. In order to receive this giveback, simply activate your FREE Smart Basic account . The giveback will be credited directly to your wallet after you complete your stay. If you don’t have a Travala account yet, create an account here .

Question 7

What should I do if my booking fails after payment?

Accepted Answer

Please contact our Customer Support team via chat or email support@travala.com and the team will find you another alternative for your booking. If there are no suitable alternative options available, we will refund the amount you paid.

Question 8

How do we determine our hotel sort and filter order?

Accepted Answer

Sort and Filter functions in the search result page support you in finding the best accommodation offers as quickly as possible. Sort function at the top of the search page enables you to order accommodation search results according to your preference, such as price, rating, distance, guest recommendation, and other criteria. The Filter function enables you to include or exclude various options to suit your travel needs. By default, if you do not use either Sort or Filter function, your search results may be ordered based on two factors: The nearest distance to the destination/landmark you searched for Property ratings based on top reviews SORT Price : sorts your search results based on the property price from high to low and low to high Rating : sorts your search results based on the accommodation star rating from 5 stars to 1 star and 1 star to 5 stars. Distance from downtown : sorts properties nearest to the location you searched for. Property Rank : sorts properties based on transactional data and details about the property. Top Rated : sorts properties with the outstanding ratings based on our data. Guest Recommended : sorts by the percentage of guests who recommend staying at this property. Use this option to get the properties with the highest recommendation score display first. FILTER Search Hotels : filters properties by name once the hotel/property name is entered. Price per night : filters properties by price range once the minimum and maximum price range is selected. Popular Filters : we show the most common filters here that help you easily find the best choice from one or more filters. Star Rating : filters by desired minimum star rating, e.g. only 5-star hotels, both 4-star and 5-star hotels, etc. Guest Review : filters by guest review types, including Excellent, Very Good, etc. Property Type : filters by property types, e.g. Hotel, Villa, Apartment, etc. Amenities : filters by desired amenities, e.g. Swimming Pool, Free WiFi, etc. Hotel Chain : filters by properties that belong to a particular hotel chain.

Question 9

How can I obtain a payment receipt or invoice for my hotel booking?

Accepted Answer

To request a payment receipt or invoice for your hotel booking, please submit a Contact Us request form. Once your request is received we will email you an electronic receipt.

Question 10

How do I cancel my hotel booking?

Accepted Answer

Hotel booking cancellations are determined by the refund policy of each property and/or terms and conditions. If your booking is eligible for a refund a cancellation fee may apply. Your booking cancellation policy is located on your confirmed booking itinerary and booking summary (via My Trip ). If you have an account you can access the property cancellation policy via My Bookings . To request a cancellation of your hotel booking, navigate to My Bookings in your account and click the cancel button next to the relevant booking. You will be prompted to review the cancellation condtions before proceeding. If you are unable to request a booking cancellation from your account, please contact our Customer Support team via chat or email at support@travala.com .

Question 11

What is the difference between non-refundable and free cancellation for a hotel booking?

Accepted Answer

The cancellation policy of the property determines if a booking is eligible for a refund or not. Non-refundable booking The property does not permit amendments or refunds. If you fail to arrive at the hotel or if you cancel the booking, no refund will be given. This information is stated in the accommodation booking cancellation policy at time of booking and the booking confirmation email. Free cancellation booking The property will permit you to cancel your booking free of charge within a specified period. This information is stated in the booking cancellation policy and the booking confirmation email. Example of a common cancellation policy, "Free cancellation before DD/MM/YYYY. Cancellations made after DD/MM/YYYY will be charged XXX of the booking.”

Question 12

If I cancel my current hotel booking, will I pay a fee?

Accepted Answer

​​​​​If you have a free cancellation booking and you cancel it before the cancellation deadline, you will not pay any cancellation fee. Please note that if you cancel a refundable booking after the cancellation deadline, you may still be charged a cancellation fee. If you have a non-refundable booking, you must pay a cancellation fee that is determined by the supplier as outlined in their cancellation policy and/or terms and conditions applicable to the reservation. Please refer to the cancellation policy of your booking in your confirmation email or My Bookings for more details.

Question 13

Where can I find the hotel cancellation policy?

Accepted Answer

The cancellation policy of each property is different and depends upon the room type selected. Please read the cancellation policy carefully before cancelling your booking. The cancellation policy is displayed: in the booking conditions at time of booking the booking confirmation email under Cancellation Policy My Trip , you will require your Order Number in your account under My bookings , you will need to log into your account to access For further assistance please contact the Customer Support team via chat or email support@travala.com .

Question 14

What are my hotel booking refund options?

Accepted Answer

If you are entitled to a refund of your accommodation booking, the available refund amount will be refunded to you based on the original payment method used to purchase your booking. Credit/ debit card payment: the refund will be sent to the card that you used to pay for the booking. Cryptocurrency payments: the refund will be made in Travel Credits and will be sent to your wallet in your Travala account. Crypto.com Pay: you will receive a refund in the cryptocurrency that was used to make the payment (please note that the refund amount may differ due to the current market price of the cryptocurrency). Travel Credits payment: the refund will be made in Travel Credits and will be sent to your wallet in your Travala account. Promo Credits partial payment: Promo Credits that have been used to make a booking are non-refundable in the event of cancellation (whether voluntary or involuntary) or any other circumstances. Binance Pay: the refund will be made in USDT and will be sent to your Binance Pay wallet in your Binance account.

Question 15

When will I receive my hotel refund?

Accepted Answer

The timeframe for you to receive your accommodation refund is determined by two factors: the refund payment method, for timeframes refer to our Refunds FAQs the time it takes for the property or hotel supplier to process the refund Note: Not all bookings are eligible for a refund. Refer to the hotel cancellation policy to check if your booking is eligible for a refund. Related Link: Where can I find the hotel cancellation policy?

Question 16

What is partial payment?

Accepted Answer

We value flexibility, that’s why Travala is proud to offer partial payments. With partial payments, Travellers can pay for part of their booking using any of Travala’s accepted payment methods and the remainder in either Travel Credits or AVA.

Question 17

How can I use partial payment?

Accepted Answer

Partial payments allow you to split your booking cost between a primary and a secondary payment method. How to split your payment Select your preferred main payment method (Credit Card, Crypto, Wallet, Crypto.com or BinancePay) Choose either Travel Credits or AVA as your secondary method Decide how much you want to split the payment. With Partial Payments, you can pay up to 50% of your booking in AVA, and there is no limit on Travel Credits. Can I use more than two forms of payment? You cannot use three (3) or more forms of payment for a single reservation. You also cannot combine Travel Credits and AVA together with a Credit Card (example). If you wish to use an external currency (Dollars/Crypto) to complete a reservation, you must choose to use only your Travel Credits or only your AVA balance as the second split method.

Question 18

How will I receive my refund on a partial payment?

Accepted Answer

If you paid for your booking using a combination of a credit card, Travel Credits, or cryptocurrency, your refund will be split and sent back to the original payment methods used, subject to our terms and conditions. Credit card or debit card payments will be sent to the card used to pay for the booking. Funds may take a few days to appear in your bank account, depending on your bank billing cycle. Cryptocurrency payments will be credited to your Travala account in the form of Travel Credits. This is due to regulatory requirements and price volatility. Travel Credit payments will be refunded to you in Travel Credits and sent to your Travel Credits Wallet in your Travala account. Binance Pay will be refunded in USDT and will be sent to your Binance Pay wallet in your Binance account. Crypto.com Pay will be refunded in the original cryptocurrency used and credited to your Crypto.com account.

Question 19

What is the Best Price Guarantee and how do I claim it?

Accepted Answer

If you have booked a stay (hotel) or an activity on Travala and find a cheaper price on another website, you can claim a refund for the difference up to 24 hours before your check-in date or the start time of your activity. Please note that our Best Price Guarantee does not apply to flight or car rental bookings. How to Submit Your Claim Send an email to support@travala.com at least 24 hours before your hotel check-in / activity start date with the following: The Order Number in your booking confirmation email Proof of the cheaper rate: a link to the competing travel website where you found the cheaper accommodation price or activity How you receive your refund Our customer support team will verify your claim and get back to you within 48 hours. If approved, we’ll refund the difference in the form of Travel Credits directly to your Travala wallet within 24 to 36 hours after check out. To claim the refund, you must have a Travala account. If you have not created an account yet, please create an account now . For more information on Best Price Guarantee .

Question 20

What are the Best Price Guarantee conditions?

Accepted Answer

To check if your confirmed hotel or activity booking is eligible for the Best Price Guarantee it must meet the below conditions, the comparison offer: must be for the same property, accommodation type or activity must have the same check-in and check-out dates or activity start time and duration must have the same cancellation policy and conditions must be available to the general public Please note our Best Price Guarantee currently does not apply to flight or car rental bookings. For more information on our Best Price Guarantee terms and conditions

Question 21

What are the benefits of becoming an AVA Smart Program member?

Accepted Answer

The AVA Smart Program is a crypto loyalty travel program that offers savings of up to 13% on travel bookings via direct discounts, crypto givebacks on bookings in AVA (all Smart members) and Bitcoin (exclusive to Smart Diamond & Platinum members), and AVA payment discounts, alongside many other benefits. These rewards are available to travellers who choose to use either cryptocurrencies or traditional payment options. The AVA Smart Program has several tiers and can be activated by locking up AVA. You still own 100% of the AVA tokens and can unlock at any time after 30 days. Learn more .

Question 22

Who can join the AVA Smart Program?

Accepted Answer

Any Travala customer with a registered account can participate in the AVA Smart Program and get started with the Smart Basic tier for FREE. Don’t have an account? Create one now!

Question 23

Can I use the AVA Smart Program and another program at the same time for my booking?

Accepted Answer

The AVA Smart Program cannot be used in conjunction with any other incentives or programs.

Question 24

How much discount can I get with the AVA Smart Program?

Accepted Answer

In total, you can receive up to 13% cheaper rates on the listed Travala price when combining the discount and rewards based on your membership tier, your payment method and the travel product you book. See the membership comparison table for a full breakdown.

Question 25

How to make a booking using Travel Credits

Accepted Answer

You will find the option to pay with Travel Credits at checkout. If your Travel Credit balance covers the total amount of the booking, select Pay with Travel Credits . You may also choose the Partial Payment option to use your Travel Credits and pay the remaining balance with one other payment method (including Credit/Debit Cards, Cryptocurrencies, or your Wallet). You can only use a maximum of two (2) payment methods per booking. You cannot combine Travel Credits with both AVA and a credit card at the same time.

Question 26

How can I buy Travel Credits?

Accepted Answer

Travel Credits can be purchased with cryptocurrencies via the Credits tab under My Profile . There is no limit on how many Travel Credits you can purchase or have in your account. However, the minimum amount per transaction is 50 Travel Credits and the maximum is 25,000.

Question 27

What are Travel Credits?

Accepted Answer

Travel Credits are a US dollar-equivalent credits stored in your Travala account used exclusively to pay for bookings. They are valued at a fixed rate of 1 Travel Credit = 1 USD, though the total balance will display in your locally selected fiat currency. How Can I Obtain Travel Credits? Travel Credits are automatically added to your Travala account through several standard account activities: Purchased directly using your preferred cryptocurrency. Issued as a refund from a canceled or eligible booking. Earned as rewards via the Ambassador program or specific promotional bonuses. Gifted to your account as loyalty or birthday rewards. Can I withdraw or cash out Travel Credits? Travel Credits cannot be withdrawn, cashed out, or converted into real money or cryptocurrency once they are issued or purchased. They hold no external cash value and can only be used to pay for bookings directly on the Travala platform. Do Travel Credits Expire? Travel Credits purchased or received as a refund have no expiration date. Travel Credits received via promotions or other methods may have specific expiration rules depending on the manner in which they were obtained

Question 28

How do I make a booking using Promo Credits?

Accepted Answer

You’ll find the option to pay with Promo Credits at checkout. Simply select the Partial Payment option to use some or all of your Promo Credits and pay the remaining amount with another payment method, including cryptocurrencies or credit card. The minimum total booking value to use Promo Credits is US$200. Promo Credits may only be redeemed in multiples of US$25, with the maximum redeemable amount dependent on the total booking value. See the table below for details. Booking Value Max Promo Credit Spend Less than US$200 0 US$200 or more 25 US$400 or more 50 US$600 or more 75 US$800 or more 100

Question 29

What are Promo Credits?

Accepted Answer

Promo Credits can be obtained through offers or competitions. Can I withdraw or cash out Promo Credits? Promo Credits cannot be withdrawn, cashed out, or converted into real money or cryptocurrency. They hold no external cash value and are used exclusively to pay for bookings directly on the Travala platform. Do Promo Credits Expire? Yes. Unlike standard Travel Credits, all Promo Credits have a strict, set expiration date. The specific validity window depends entirely on the terms of the individual campaign or promotion through which they were obtained. You can view your specific expiration dates directly inside your Travala account wallet.

Question 30

Can Travel Credits be used to pay at the property?

Accepted Answer

Yes, Travel Credits can be used together with the “Pay at Property" method. Simply choose to pay with Travel Credits at checkout, then select “Pay at Property'' as your secondary payment method. Please note that your total Travel Credit balance must be lower than the total booking price in order to select the secondary payment method.

Question 31

How long are Travel Credits & Promo Credits valid for?

Accepted Answer

Travel Credits that are purchased or received as a refund have no expiration date. Obtaining Travel Credits in any other way will involve an expiration date specific to the manner in which they were obtained. Promo Credits always have a set expiration date.

Question 32

What is a discount voucher?

Accepted Answer

A Discount Voucher is issued by Travala and can be used to save more when you book on Travala. You can redeem the voucher at the checkout step by entering the voucher code in the Apply Discount Voucher box.

Question 33

How can I use a discount voucher?

Accepted Answer

At the checkout step, you can apply the discount voucher code to receive the discount for your booking. Your discount will be displayed immediately on your Booking Summary. To find the room offers eligible for Discount vouchers, login on your account, search for your property, and see the room offer with Voucher Supported label. Discount vouchers can be used with almost all the payment methods on Travala except Pay at Property . Discount vouchers can only be applied when the booking value is higher than 100 USD Only one discount voucher can be used per booking transaction Only one discount voucher may be used per person Each discount voucher will have its own validity and terms and conditions Discount voucher types can have a fixed or percentage value The discount voucher can only be used for supported room offers Discount Voucher Terms and Conditions By using discount vouchers, the customer agrees to be bound by the Discount Voucher Terms and Conditions. To be eligible to use a discount voucher, the customer must be over 18 years of age and must have a registered account on Travala. Discount vouchers can only be used and valid for travel products on Travala. The discount value of the discount voucher will be deducted from the total booking value. The remaining payment must be paid by you. Only one discount voucher can be used per booking transaction Only one discount voucher may be used per person Discount vouchers cannot be paid out in cash or transferable or assignable. Discount vouchers are issued with specific terms and conditions and validity. For example, a discount voucher may only be used for bookings made during a specific validity period, bookings where the check-in date is within a specific period, bookings that check-in on specific days of the week, and/or bookings above or below a booking value threshold. The Discount Voucher will expire on the date specified in the specific terms relating to the Discount Voucher, or before subject to availability of which we will notify you via the website. You cannot use the Discount Voucher after this date. In the event that a discount voucher is used and the booking is cancelled by the customer, the discount voucher will no longer be valid. The discounted voucher amount will not be reallocated or refunded. Travala reserves the right to modify or cancel any discount voucher at any time. Travala reserves the right to revise and amend the Discount Voucher Terms and Conditions at any time at its sole discretion with or without notice including to reflect changes affecting our business, changes in technology, changes in payment methods, changes in relevant laws and regulatory requirements and changes in our site's capabilities. If a customer is found to be acting in breach of these Terms and Conditions, or in an illegal, deceptive or fraudulent manner, Travala reserves the right to render the customer's Discount Voucher void.

Question 34

How can I check the validity of a discount voucher?

Accepted Answer

When you enter a discount voucher code at checkout, you’ll be able to see whether the discount voucher was successfully applied by checking the price listed under your Booking Summary.

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