Smart Benefits are independent of the AVA Smart Program. Smart Benefits enable you to enjoy 5% discounts on hotels and activities for a limited time and can be activated by connecting a wallet containing a supported partner NFT during a campaign period at <a href="https://www.travala.com/smart-benefits">https://www.travala.com/smart-benefits.</a>
These limited-time campaigns with supported partner NFTs are announced on <a href="https://twitter.com/travalacom">Twitter</a> and <a href="https://t.me/Travala_announcements">Telegram</a>—stay tuned on those channels for updates on new campaigns!

What are Smart Benefits and how can I activate them?

Most hotels offer transportation at an additional charge. You can arrange this service directly with the hotel. Otherwise, please refer to the <a href="https://www.travala.com/?tab=activities" target="_blank" rel="noopener noreferrer">Activities</a> section on our website for the most suitable transfer service provider.

How can I arrange transportation to my hotel?

Deposits can take up to 20 minutes to reflect in your Travala account balance. If the deposit is delayed, please contact us via live chat or email <a href="mailto:support@travala.com">support@travala.com</a>, providing your Travala account email address and the transaction hash so we can check accordingly.

How long should I wait for my deposit?

As a Travel Agency we may not always have full access to the property's inventory. If you cannot find availability for a particular property or room type on our website, please contact us via live chat or email <a href="mailto:support@travala.com">support@travala.com</a> so we can check with all of our suppliers and let you know.

Why I cannot find this hotel/room on your site?

Date amendment
If your booking is still outside the property's amendment penalty window and there is availability for your new dates, we are usually able to amend your dates, subject to any additional amount due if the room rate changes. Please reach out to us at <a href="mailto:support@travala.com">support@travala.com</a>, we will check and advise you accordingly.
Extending your stay
Extending your stay whereby you wish to add more nights to the current reservation, means your current reservation would need to be cancelled (in accordance with the cancellation penalty) and a new reservation at the current rates would need to be made. This could mean potentially having to pay a lot more if the room rate has changed. In this case, we recommend that you make a new reservation only for the additional nights and put a note in the reservation for the property to keep you in the same room. Please keep in mind that this is subject to the property's approval.

How can I amend or extend my stay?

You may be able to book a cruise directly on our website if it's displayed as accommodation. Otherwise, please reach out to our customer service team via <a href="mailto:support@travala.com">support@travala.com,</a> stating your itinerary. Our team will get back to you.

Can I reserve a cruise with Travala?

At the moment, Travala.com has decided to remove the Invite program, but it might be re-introduced again in a different format in the future.
In the meantime, if you are interested in promoting our platform, kindly check out the <a href="https://www.travala.com/affiliate-program" target="_blank" rel="noopener noreferrer">Affiliate Program </a>on our website.

Where can I find my invite/referral code?

The instructions for the AVA Token Swap Process can be found in this <a href="https://www.travala.com/blog/ava-token-swap-process-on-travala-com-explained/" target="_blank" rel="noopener noreferrer">article</a>.

How can I swap my AVA?

You can find the property's phone number in either:
<ol>
<li>Your booking confirmation email, which is sent to the email address used to make the booking</li>
<li>
 My Trip, which is located on our website if you don't have a Travala account</li>
<li> My Bookings tab in your Travala account </li>
</ol>
 
Due to privacy reasons, we are unable to publish the property's email address, but you can reach out to us via <a href="mailto:support@travala.com">support@travala.com</a> so we can provide the relevant contact information to you.

How can I contact the property?

Once the refund is received from our supplier, the refund payout processing times will depend on the payment method used: 
<ul style="font-family: Montserrat, sans-serif; margin: 0px 0px 0px 1rem; padding: 0px; box-sizing: border-box; outline: none; color: #333333; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">
<li style="font-family: Montserrat, sans-serif; margin: 0px; padding: 0px; box-sizing: border-box; outline: none;">
Credit/ debit card payment: the refund will be paid out within 7 business days, however, it may take up to 30 days for it to appear in your bank account, depending on your bank billing cycle. Please contact your bank to investigate if the funds do not appear in your account after this time.</li>
<li style="font-family: Montserrat, sans-serif; margin: 0px; padding: 0px; box-sizing: border-box; outline: none;">
Cryptocurrency payments: the refund will be paid out in Travel Credits and will be sent to your wallet in your <a style="color: #1c5e97; text-decoration: none; font-family: Montserrat, sans-serif; margin: 0px; padding: 0px; box-sizing: border-box; outline: none;" href="http://travala.com/">Travala.com</a> account within 7 business days.</li>
<li style="font-family: Montserrat, sans-serif; margin: 0px; padding: 0px; box-sizing: border-box; outline: none;">
Crypto.com Pay: the refund will be paid out in the cryptocurrency that was used to make the booking within 7 business days (please note that the refund amount may differ due to the current market price of the cryptocurrency used).</li>
<li style="font-family: Montserrat, sans-serif; margin: 0px; padding: 0px; box-sizing: border-box; outline: none;">
Travel Credits payment: the refund will be paid out in Travel Credits and will be sent to your wallet in your <a style="color: #1c5e97; text-decoration: none; font-family: Montserrat, sans-serif; margin: 0px; padding: 0px; box-sizing: border-box; outline: none;" href="http://travala.com/">Travala.com</a> account within 7 business working days.</li>
<li style="font-family: Montserrat, sans-serif; margin: 0px; padding: 0px; box-sizing: border-box; outline: none;">
Binance Pay: the refund will be paid out in USDT and will be sent to your Binance Pay wallet in your Binance account within 7 business working days.</li>
</ul>
 
Note: Not all bookings are eligible for a refund. Refer to the booking cancellation policy or contact our Customer Service team to check if your booking is eligible for a refund.

How long should I wait for my refund payout?

<span style="color: #333333; font-family: Montserrat, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 500; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">For more information about CFAR, please see the <a style="color: #1e2e5e; text-decoration: none; font-family: Montserrat, sans-serif; margin: 0px; padding: 0px; box-sizing: border-box; outline: none; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 500; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff;" href="https://travala.com/cfar-terms-and-conditions">CFAR terms and conditions</a><span style="color: #333333; font-family: Montserrat, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 500; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">.

Where can I find the terms and conditions for CFAR (Cancel for any reason)?

<span style="color: #333333; font-family: Montserrat, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 500; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">No, CFAR is not a travel insurance policy or any other kind of insurance policy. It is an add-on that can be purchased in addition to travel insurance for increased flexibility.

Is CFAR (Cancel for any reason) a travel insurance policy?

<div class="Question_description__xMR6W" style="font-family: Montserrat, sans-serif; margin: 0px 0px 50px; padding: 0px; box-sizing: border-box; outline: none; font-size: 15px; font-weight: 500; width: 1155px; border-collapse: collapse; overflow-x: auto; color: #333333; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">
No, CFAR can only be before embarking on the first leg of your booking. To use CFAR, you must notify us no later than 24 hours before your first scheduled departure.
</div>

I have partially travelled on a flight booking. Can I still use CFAR (Cancel for any reason)?

<span style="color: #333333; font-family: Montserrat, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 500; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">CFAR does not apply to all offers. If you do not have the option to apply CFAR at checkout, this means that the particular airline or route is not available for CFAR.

Is CFAR (Cancel for any reason) available on all bookings?

<span style="color: #333333; font-family: Montserrat, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 500; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">The CFAR does not apply to any and all changes made to your flight purchase, including without limitation changes to dates, passengers or destinations, and you shall not be able to recover the costs of any such changes under the CFAR. If you change your flight and later cancel the changed flight, the CFAR will apply only to the cost of the original flight purchase.

What happens if I make changes to my flight after purchasing CFAR (Cancel for any reason)?

<span style="color: #333333; font-family: Montserrat, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 500; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">No, CFAR can only be purchased when booking your trip for all passengers and cannot be added later.

Can I purchase CFAR (Cancel for any reason) after booking?

<span style="color: #333333; font-family: Montserrat, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 500; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">CFAR does not cover involuntary cancellations, which would be covered in many cases by the airline, passenger insurance, or both. CFAR also does not include anything that falls under force majeure or the concept of an act of God, i.e. an event for which no party can be held accountable, such as natural disasters or pandemics.

What does CFAR (Cancel for any reason) not cover?

<span style="color: #333333; font-family: Montserrat, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 500; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">CFAR covers voluntary cancellations for ALL passengers for ALL legs of the booking. CFAR cannot be split up to only apply to select passengers or flight segments if the booking contains multiple passengers and segments.

What does CFAR (Cancel for any reason) cover?

<span style="color: #333333; font-family: Montserrat, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 500; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">Please <a style="color: #1e2e5e; text-decoration: none; font-family: Montserrat, sans-serif; margin: 0px; padding: 0px; box-sizing: border-box; outline: none; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 500; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff;" href="https://www.travala.com/contact-us" target="_blank" rel="noopener">Contact Us</a><span style="color: #333333; font-family: Montserrat, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 500; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;"> or email support@travala.com with your:<br style="font-family: Montserrat, sans-serif; margin: 0px; padding: 0px; box-sizing: border-box; outline: none; color: #333333; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 500; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="color: #333333; font-family: Montserrat, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 500; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">(i) booking reference; and<br style="font-family: Montserrat, sans-serif; margin: 0px; padding: 0px; box-sizing: border-box; outline: none; color: #333333; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 500; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="color: #333333; font-family: Montserrat, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 500; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">(ii) high-level reason for cancelling (e.g. changed my mind, personal circumstances etc.)<br style="font-family: Montserrat, sans-serif; margin: 0px; padding: 0px; box-sizing: border-box; outline: none; color: #333333; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 500; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><br style="font-family: Montserrat, sans-serif; margin: 0px; padding: 0px; box-sizing: border-box; outline: none; color: #333333; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 500; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="color: #333333; font-family: Montserrat, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 500; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">Please be aware that contacting the airline or travel insurance provider to claim a refund instead of contacting us may invalidate the CFAR.

How do I use CFAR (Cancel for any reason)?

<div class="Question_description__xMR6W" style="font-family: Montserrat, sans-serif; margin: 0px 0px 50px; padding: 0px; box-sizing: border-box; outline: none; font-size: 15px; font-weight: 500; width: 1155px; border-collapse: collapse; overflow-x: auto; color: #333333; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">
A CFAR refund will generally be processed within 7-14 business days, depending on bank processing times.
</div>

How long does is take to receive a CFAR (Cancel for any reason) refund?

<div class="Question_description__xMR6W" style="font-family: Montserrat, sans-serif; margin: 0px 0px 50px; padding: 0px; box-sizing: border-box; outline: none; font-size: 15px; font-weight: 500; width: 1155px; border-collapse: collapse; overflow-x: auto; color: #333333; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">
You will receive up to 75% of the cost of your flight (excluding any paid add-ons, such as baggage or seat selection) if you purchased CFAR (Cancel for any reason)at the time of your booking and choose to cancel. The calculated refund amount will be shown to you at the checkout page prior to your purchase.
</div>

How much refund do I receive with CFAR (Cancel for any reason), if I cancel?

<div class="Question_description__xMR6W" style="font-family: Montserrat, sans-serif; margin: 0px 0px 50px; padding: 0px; box-sizing: border-box; outline: none; font-size: 15px; font-weight: 500; width: 1155px; border-collapse: collapse; overflow-x: auto; color: #333333; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">
Cancel For Any Reason (CFAR) enables you to cancel your flight for any reason, subject to exclusions, up to 24 hours before departure and receive a refund of up to 75% of the cost of your flight (excluding any paid add-ons, such as baggage or seat selection).
</div>

What is CFAR (Cancel for any reason)?

<span style="color: #333333; font-family: Montserrat, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 500; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">Priority boarding is non-transferable and cannot be transferred to another passenger in the booking.

Can I transfer my Priority Boarding to another traveller on my itinerary?

<span style="color: #333333; font-family: Montserrat, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 500; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">Priority boarding is non-refundable.

Can I get a refund on Priority Boarding if I no longer want it?

<span style="color: #333333; font-family: Montserrat, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 500; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">When available, you can purchase priority boarding for all passengers in your booking or for individual passengers, except infants.<br style="font-family: Montserrat, sans-serif; margin: 0px; padding: 0px; box-sizing: border-box; outline: none; color: #333333; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 500; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="color: #333333; font-family: Montserrat, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 500; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">Only individuals who have purchased priority boarding will receive the benefits of priority boarding.

Can I purchase Priority Boarding for multiple travellers on my itinerary?

Each accommodation and activity booking made on Travala.com will receive a 2% giveback in the form of AVA tokens. In order to receive this giveback, simply activate your <a href="https://www.travala.com/smart" target="_blank" rel="noopener">FREE Smart Basic account. </a> The giveback will be credited directly to your wallet after you complete your stay. If you don’t have a Travala.com account yet, <a href="https://www.travala.com/register" target="_blank" rel="noopener">create an account here. </a>

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

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.

Can Travel Credits be used to pay at the property?

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.
 
<table>
<tbody>
<tr>
<td>Booking Value</td>
<td>Max Promo Credit Spend</td>
</tr>
<tr>
<td>
Less than US$200
</td>
<td>0</td>
</tr>
<tr>
<td>
US$200 or more
</td>
<td>25</td>
</tr>
<tr>
<td>
US$400 or more
</td>
<td>50</td>
</tr>
<tr>
<td>
US$600 or more
</td>
<td>75</td>
</tr>
<tr>
<td>
US$800 or more
</td>
<td>100</td>
</tr>
</tbody>
</table>

How do I make a booking using Promo Credits?

Travel Credits can be purchased with credit cards or 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.

How can I buy Travel Credits?

To request a payment receipt or invoice for your flight booking, please submit a <a href="https://www.travala.com/contact-us" target="_blank" rel="noopener">Contact Us</a> request form. Once your request is received we will email you an electronic receipt.

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

To request a payment receipt or invoice for your hotel booking, please submit a <a href="https://www.travala.com/contact-us" target="_blank" rel="noopener">Contact Us</a> request form. Once your request is received we will email you an electronic receipt.

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

<ul>
<li>
Credit/ debit card payment: the refund will be sent to the card that you used to pay for the booking.</li>
<li>
Cryptocurrency payments: the refund will be made in Travel Credits and will be sent to your wallet in your <a href="http://travala.com/">Travala.com</a> account.</li>
<li>
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).</li>
<li>
Travel Credits payment: the refund will be made in Travel Credits and will be sent to your wallet in your <a href="http://travala.com/">Travala.com</a> account.</li>
<li>
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.</li>
<li>
Binance Pay: the refund will be made in USDT and will be sent to your Binance Pay wallet in your Binance account.</li>
</ul>

How can I get a refund for my hotel booking?

<ul>
<li>
​​​​​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.
</li>
<li>
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<a href="https://www.travala.com/my-bookings"> My Bookings</a> for more details.
</li>
</ul>

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

Our 24/7 support team is always on hand to help with any questions or issues you may have. Contact the support team via live chat (look for the <a style="color: #1c5e97; text-decoration: none; font-family: Montserrat, sans-serif; margin: 0px; padding: 0px; box-sizing: border-box; outline: none;" href="https://www.travala.com/help/common-questions">Support icon</a> in the bottom corner of any page) or <a style="color: #1c5e97; text-decoration: none; font-family: Montserrat, sans-serif; margin: 0px; padding: 0px; box-sizing: border-box; outline: none;" href="https://www.travala.com/contact-us">submit a support ticket here</a>.

What customer support options are available if I encounter issues during my booking process?

We accept 100+ traditional and cryptocurrency payment methods, including credit/debit card, Binance Pay, Crypto.com Pay, WeChat Pay, <a style="color: #1c5e97; text-decoration: none; font-family: Montserrat, sans-serif; margin: 0px; padding: 0px; box-sizing: border-box; outline: none;" href="https://www.travala.com/payment/bitcoin-btc">Bitcoin</a>, <a style="color: #1c5e97; text-decoration: none; font-family: Montserrat, sans-serif; margin: 0px; padding: 0px; box-sizing: border-box; outline: none;" href="https://www.travala.com/payment/ethereum-eth">Ethereum</a>, and more. See our <a style="color: #1c5e97; text-decoration: none; font-family: Montserrat, sans-serif; margin: 0px; padding: 0px; box-sizing: border-box; outline: none;" href="https://www.travala.com/payment-options">full list of payment options</a>.

How many payment options does Travala.com currently accept?

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

How do we determine our hotel sort and filter order?

You can book up to four rooms per booking. For group bookings that exceed four rooms, please contact our Customer Support Team via <a style="color: #1c5e97; text-decoration: none; font-family: Montserrat, sans-serif; margin: 0px; padding: 0px; box-sizing: border-box; outline: none;" href="https://www.travala.com/contact-us">support@travala.com</a>.

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

If you find any bugs or issues with the platform, please enter within this <a href="https://docs.google.com/forms/d/1GONb5CsSZ9MJbelpPBSu856RgpfmSp9rE3u8R4rL0WQ/viewform?edit_requested=true" target="_blank" rel="noopener noreferrer">form</a>. Feedback regarding design or functionality would be recommended to submit in the same form. There will be a drop of AVA available for each report as long as the report hasn't been made previously. Please add public wallet address at the end of the form. Thank you for the report and playing your part in bringing Travala.com to market.

Where can I report a bug?

To change the property, we recommend that you cancel your original booking first, then make a new booking.
 Please note that all cancellations are subject to the property's cancellation policy (non-refundable bookings will generally not be refunded) and the new booking is subject to availability.

Can I Change the Property?

Found a bug on Travala.com? Please complete our <a href="https://docs.google.com/forms/d/1GONb5CsSZ9MJbelpPBSu856RgpfmSp9rE3u8R4rL0WQ/viewform?edit_requested=true" target="_blank" rel="noopener noreferrer">Bug Report</a> form to notify us of the bug. Thank you!

How do I Report a Bug?

Partial payments are simple. You first select your preferred main <a href="https://www.travala.com/help/question/how-many-payment-options-does-travalacom-currently-accept" target="_blank" rel="noopener noreferrer">payment method</a>, then choose either <a href="https://www.travala.com/travel-credits" target="_blank" rel="noopener noreferrer">Travel Credits</a> or <a href="https://www.travala.com/ava" target="_blank" rel="noopener noreferrer">AVA</a> as your secondary method. 
Finally, you decide how much you want to split the payment. That’s it! With Partial Payments, you can pay up to 50% of your booking in AVA, and there’s no limit on Travel Credits.

How can I use partial payment?

If your booking is eligible for a refund, and you made a partial payment, your refund will reflect the payment methods you used to make your booking, subject to our <a href="https://www.travala.com/terms-and-conditions" target="_blank" rel="noopener noreferrer">terms and conditions. </a>
Credit card or debit card payments will be sent to the card used to pay for the booking.
Cryptocurrency payments will be credited to your Travala.com account in the form of <a href="https://www.travala.com/travel-credits" target="_blank" rel="noopener noreferrer">Travel Credits.</a> 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.com 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.

How will I receive my refund on a partial payment?

We value flexibility, that’s why Travala.com is proud to offer partial payments. 
With partial payments, Travellers can pay for part of their booking using any of <a href="https://www.travala.com/help/question/how-many-payment-options-does-travalacom-currently-accept" target="_blank" rel="noopener noreferrer">Travala.com’s accepted payment methods</a> and the remainder in either Travel Credits or AVA.

What is partial payment?

You may check out as a guest if you wish, however, you may miss out on benefits like the 2% AVA giveback on accommodation bookings with the FREE Smart Basic membership.

Do I Need to Register for an Account at Travala.com so that I can Make a Booking?

You can register for a Travala.com account with an email account, Binance account, Facebook account, Google account, or WeChat account. <a href="https://www.travala.com/register" target="_blank" rel="noopener noreferrer">Register here</a>.

How can I Register a Travala.com Account?

No, you may buy as many as many Travel Gift Cards as you like. However, the minimum purchase amount per Travel Gift Card is US$50 and the maximum is US$5,000.

Is there any Limit on Buying Travel Gift Cards?

Gift cards are valid for a lifetime as long as it has not been redeemed.

How long are Travel Gift Cards Valid?

The recipient can redeem their travel gift card for travel credits, then use these travel credits to pay for their travel bookings at the checkout step.
To redeem the Travel Gift Card:
<ol>
<li>
Register / Login at Travala.com
</li>
<li>
Go to My Travel Credits wallet
</li>
<li>
Click on the tab Redeem a Gift Card
</li>
<li>
Apply the Gift code, click Redeem 
</li>
</ol>
Once applied, the entire amount of travel gift card will be redeemed into travel credits that are then added to the Travel Credit balance on your Travala.com account.

How can I Redeem a Travel Gift Card?

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

What is a discount voucher?

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.

How can I check the validity of a discount voucher?

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.
<ul>
<li>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.</li>
<li>Discount vouchers can be used with almost all the payment methods on Travala.com except Pay at Property.</li>
<li>Discount vouchers can only be applied when the booking value is higher than 100 USD</li>
<li>Only one discount voucher can be used per booking transaction</li>
<li>Only one discount voucher may be used per person</li>
<li>Each discount voucher will have its own validity and terms and conditions</li>
<li>Discount voucher types can have a fixed or percentage value</li>
<li>The discount voucher can only be used for supported room offers</li>
</ul>
Discount Voucher Terms and Conditions
By using discount vouchers, the customer agrees to be bound by the Discount Voucher Terms and Conditions.
<ul>
<li>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.com.</li>
<li>Discount vouchers can only be used and valid for travel products on Travala.com.</li>
<li>The discount value of the discount voucher will be deducted from the total booking value. The remaining payment must be paid by you.</li>
<li>Only one discount voucher can be used per booking transaction</li>
<li>Only one discount voucher may be used per person</li>
<li>Discount vouchers cannot be paid out in cash or transferable or assignable.</li>
<li>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.</li>
<li>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.</li>
<li>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.</li>
<li>Travala.com reserves the right to modify or cancel any discount voucher at any time.</li>
<li>Travala.com 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.</li>
<li>If a customer is found to be acting in breach of these Terms and Conditions, or in an illegal, deceptive or fraudulent manner, Travala.com reserves the right to render the customer's Discount Voucher void.</li>
</ul>

How can I use a discount voucher?

Promo Credits can be obtained through offers or competitions and always have a set expiration date.

What are Promo Credits?

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.

How long are Travel Credits & Promo Credits valid for?

Travel Credits can be used to make bookings on Travala.com. Travel Credits are denominated in USD (i.e. 1 Travel Credit = 1 USD) and are stored in your wallet—they cannot be withdrawn or converted. The value of Travel Credits is displayed in your selected fiat currency.
Travel Credits can be purchased:
<ul>
<li>using either crypto and fiat</li>
<li>received via refunds</li>
<li>received as part of the Ambassador Bonus, or as an annual birthday gift</li>
</ul>
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.

What are Travel Credits?

You’ll find the option to pay with Travel Credits at checkout. If the amount you have is sufficient to cover the total amount of the booking, select Pay with Travel Credits. 
You may also choose the Partial Payment option to use some or all of your Travel Credits and pay the remaining amount with another payment method, including cryptocurrencies or credit card.

How do I make a booking using Travel Credits?

We accept over 90 popular cryptocurrencies, including <a href="https://www.travala.com/payment/bitcoin-btc" target="_blank" rel="noopener noreferrer">BTC</a>, <a href="https://www.travala.com/payment/ethereum-eth" target="_blank" rel="noopener noreferrer">ETH</a>, <a href="https://www.travala.com/payment/binance-bnb" target="_blank" rel="noopener noreferrer">BNB</a>, <a href="https://www.travala.com/payment/tether-usdt" target="_blank" rel="noopener noreferrer">USDT</a>, <a href="https://www.travala.com/ava" target="_blank" rel="noopener noreferrer">AVA</a>, <a href="https://www.travala.com/payment/ripple-xrp" target="_blank" rel="noopener noreferrer">XRP</a>, <a href="https://www.travala.com/payment/cardano-ada" target="_blank" rel="noopener noreferrer">ADA</a>, <a href="https://www.travala.com/payment/tron-trx" target="_blank" rel="noopener noreferrer">TRX</a>, <a href="https://www.travala.com/payment/litecoin-ltc" target="_blank" rel="noopener noreferrer">LTC</a>, <a href="https://www.travala.com/payment/polkadot-dot" target="_blank" rel="noopener noreferrer">DOT</a>, <a href="https://www.travala.com/payment/dai" target="_blank" rel="noopener noreferrer">DAI</a>, <a href="https://www.travala.com/payment/bitcoin-cash-bch" target="_blank" rel="noopener noreferrer">BCH</a>, <a href="https://www.travala.com/payment/chainlink-link" target="_blank" rel="noopener noreferrer">LINK</a>, <a href="https://www.travala.com/payment/xlm" target="_blank" rel="noopener noreferrer">XLM</a> and many more. See our <a href="https://www.travala.com/payment-options" target="_blank" rel="noopener noreferrer">full list of payment options</a>.

Which cryptocurrencies are accepted as payment on Travala.com?

The cryptocurrency rate is calculated at checkout based on the fiat value and is held for 40 minutes once the payment module displaying the QR code is activated.
 If the payment module is closed, the equivalent cryptocurrency rate will be updated automatically.

What happens if the cryptocurrency price changes between the time of booking and payment confirmation?

The <a href="https://www.travala.com/smart">AVA Smart Program</a> is a crypto loyalty travel program that offers savings of up to 13% on travel bookings via direct discounts, loyalty rewards 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 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.

Are there any loyalty programs or rewards for using cryptocurrencies for bookings on Travala.com?

Whilst we can't add breakfast to your current booking, we can contact the property to check if it is possible to add breakfast to your booking. 
Alternatively you can, upon check-in, request a quote from hotel reception for a breakfast rate and pay at the hotel. 
Otherwise, if available, we could rebook your booking with a room rate including breakfast. We only recommend this option if your current booking is 100% refundable.

How can I add breakfast to my booking?

Unfortunately, once your booking is created, we are no longer able to change the payment method. If you have not completed your payment then ignore the order as it will expire within an hour and create a new booking with your preferred payment method.

How do I change my payment method?

You must be logged into your account when making a booking on our website or app for the booking to appear in your account. If you weren't log into your account, then your booking will not be linked to your account.
To link your booking, kindly send your request to <a href="mailto:support@travala.com" target="_self" rel="undefined">support@travala.com</a> from the email address used in the booking quoting your order/booking reference.

I cannot find my booking in my account, how can I add/link it?

If your payment was higher than the requested payment amount, kindly contact us at <a href="mailto:support@travala.com">support@travala.com</a> with your Order Number and Transaction Hash (TXID) so we can check accordingly. 
If we confirm the booking was overpaid, we will return the funds in the form of our <a href="https://www.travala.com/travel-credits" target="_blank" rel="noopener">Travel Credits </a>within 7 business days.

What can I do if I overpaid or exceeded the amount for payment?

If you booked the wrong room type, please contact our Customer Support team on chat or email <a href="mailto:support@travala.com" target="_blank" rel="noopener">support@travala.com</a> as soon as you notice the mistake.
Depending on your booking T&amp;Cs, we can assist you to:
<ul>
<li>Rebook immediately if your booking is still outside penalty, or</li>
<li>Contact the property to raise amendment request if inside penalty date</li>
</ul>
Please note that changes to accommodation bookings are subject to availability and at the property's discretion. Additional charges for new date may incur as hotel's rate fluctuates depending on occupancy of each dates.

Can I change my booking if I booked incorrect room type?

The maximum withdrawal amount of AVA in a 24hr period is US10,000.
<img src="https://help.travala.com/hc/article_attachments/21121895261721">

What is the AVA withdrawal limit within a 24hr period?

We assume the issue you are referring to is Google Authenticator (2FA). Please check this <a href="https://help.travala.com/knowledge/articles/20910124084249/en-us?brand_id=360001912492" target="_self">article</a> first to make sure you transfer your Google Authenticator app in the right way.
There are few reasons why you could not log in using your Google Authenticator (2FA) after switching your phones: 
1. Time is out of sync
The 2FA codes generated by the Google Authenticator app are time based. The time on your phone must be in sync with your local timezone. Example, if your local time is 18:00hrs, the time on your phone must also display 18:00hrs. 
If your phone and local time are out of sync, it is recommended to change the time setting on your phone from 'manual' to 'automatic'. Your phone will detect your local time and update the time setting on your phone automatically. 
2. Other Common 2FA Issues
A useful resource to find solutions for other common 2FA issues is the Google self-help guide, <a href="https://support.google.com/accounts/answer/185834?hl=en#zippy=%2Cuse-backup-options%2Crecover-your-account" target="_blank" rel="noopener noreferrer">Fix common issues with 2-step Verification</a>. 
3. Backup Code
If you are still experiencing issues, you can use the backup code to disable the Google Authenticator (2FA) for <a href="http://travala.com" target="_blank" rel="noopener noreferrer">Travala.com</a> and then set up a new code.  
4. Don't know your backup code?
If you do not have access to your backup code, as a last resort, we can disable the 2FA from your account, kindly contact us at <a href="mailto:support@travala.com" target="_self">email.</a> It is important to remember the verification is a security step to protect your account. The removal of the 2FA may leave your account vulnerable to unauthorised access.

Why can I log in after switching my phone?

To move your Google Authenticator (2FA) to a new device, please follow the below steps:
<ol>
<li>At the top right corner, click on the Hamburger button. <img src="https://help.travala.com/hc/article_attachments/21003124723097" alt="IMG_2279.JPG" width="201" height="435"> 
</li>
<li>Select Transfer Account. <img src="https://help.travala.com/hc/article_attachments/20910099253145" alt="IMG_2255.PNG" width="203" height="440"> 
</li>
<li>Choose Continue, your phone will require you to either enter password or use alternative authentication. <img src="https://help.travala.com/hc/article_attachments/21003124725145" alt="IMG_2256.PNG" width="205" height="443"> 
</li>
<li>Choose Export. System will generate a QR code so you can scan it with your new device. <img src="https://help.travala.com/hc/article_attachments/20910063361305" alt="IMG_2258.JPG" width="203" height="439">
</li>
</ol>

How can I move my Google Authenticator (2FA) to a new phone?

A delay in receiving a booking confirmation is common for payments in cryptocurrency, as some tokens 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:
<ul>
<li>
BTC payments: 3 confirmations</li>
<li>
ETH payments (incl. ERC20): 20 confirmations</li>
<li>
BNB payments (incl. BEP20): near-instant</li>
<li>
TRON payments (incl. TRC20): near-instant</li>
</ul>
If your order is not confirmed within 1 hour, please contact our Customer Support team via chat or email <a href="mailto:support@travala.com">support@travala.com</a> with your Order Number and Transaction Hash/ Proof of payment.

I have not received an email confirmation even though I paid for my booking

Travel Credits cannot be redeemed for cash, cryptocurrency, or any other form of consideration. Further more, Travel Credits are not transferable and cannot be sold, traded or bartered. 
You can find more information about our Travel Credits on our <a href="https://www.travala.com/travel-credits" target="_blank" rel="noopener">website.</a>

Is it possible to get my travel credits back in cash?

AVA (native token of Travala.com) is a multi-chain token based on the Binance Chain (BEP-2), Binance Smart Chain (BEP-20) and Ethereum blockchain (ERC-20). Founded in 2017 as a travel utility token, AVA enables travellers from around the globe to book various travel products and provides several incentives that encourage the use of the Travala.com platform, including discounts and loyalty rewards.
 
Please find more information about our AVA on our <a href="https://www.travala.com/ava" target="_blank" rel="noopener">website</a>.

What is AVA?

The cancellation policy of each booking is different depending on the room type selected, the time of booking, etc.
Please read the cancellation policy carefully before cancelling your booking. You can find it:
<ul>
<li>In the booking conditions at time of booking</li>
<li>The booking confirmation email under Cancellation Policy</li>
<li>
<a href="https://www.travala.com/" target="_blank" rel="noopener">My Trip</a>, you will require your Order Number</li>
<li>In your account under <a href="https://www.travala.com/login" target="_blank" rel="noopener">My bookings</a>, you will need to log into your account to access</li>
</ul>
For further assistance please contact our Customer Support team via chat or email <a href="mailto:support@travala.com">support@travala.com</a>.

How do I check if my hotel reservation is refundable?

There are two ways to disable your Google Authenticator (2FA):
1. Backup Code
If you lose your phone and can't access the codes by the <a href="https://support.google.com/accounts/answer/1066447" rel="noopener">Google Authenticator app</a>, you can use your backup codes to sign in to your Google Account. From here you can disable the Google Authenticator (2FA) for <a href="http://travala.com" target="_blank" rel="noopener noreferrer">Travala.com</a> and set up a new code. 
You can find more information about solutions for common 2FA issues in the Google self-help guide, <a href="https://support.google.com/accounts/answer/185834?hl=en#zippy=%2Cuse-backup-options%2Crecover-your-account" target="_blank" rel="noopener noreferrer">Fix common issues with 2-step Verification</a>.
 
2. Don't know your backup code?
If you do not have access to your backup code, as a last resort, we can disable the 2FA from your account. Kindly send us a request to <a href="mailto:support@travala.com" target="_self">support@travala.com</a>. It is important to remember the verification is a security step to protect your account. The removal of the 2FA may leave your account vulnerable to unauthorised access.

How to disable Google Authenticator (2FA)

Our minimum amount for withdrawal is $30. If your remaining balance is below this amount and you wish to access the balance, you can either:
<ul>
<li class="p1">Top up more funds to reach minimum amount for withdrawal, or</li>
<li class="p1">Use remaining balance as partial payment for your next purchase on Travala.com</li>
</ul>

I want to withdraw less than the minimum amount, what are my options?

Activated Smart Diamond members have access to over 1,300 lounges across the world. To check lounges at specific airports visit <a href="https://www.prioritypass.com/en/airport-lounges" target="_blank" rel="noopener">Priority Pass - Airport Lounges</a>.
For information on the Priority Pass airport lounge passes visit <a href="https://www.travala.com/blog/smart-diamond-members-can-now-access-1300-airport-lounges/" target="_blank" rel="noopener">Travala.com blog - Priority Pass</a>.

Which lounges are supported by Priority Pass?

Once you activated your Smart Diamond membership, you will receive your Priority Pass invitation code to your email address within 1 month. If you do not receive an email with your invitation code within 1 month, please contact our Customer Support team via chat or email at <a href="mailto:support@travala.com">support@travala.com</a>.
For information on the Priority Pass airport lounge passes visit <a href="https://www.travala.com/blog/smart-diamond-members-can-now-access-1300-airport-lounges/" target="_blank" rel="noopener">Travala.com blog - Priority Pass</a>.

I have activated the Smart Diamond membership, when will I receive my Priority Pass?

Where permitted we will finalise your check-in and forward your boarding passes when released by the airline. Generally airlines tend to release boarding passes closer to flight departure, within 48hrs of departure.
Otherwise, if you prefer, you can try to finalise your check-in directly on the airlines website. You will require your airline reference which is located on your emailed travel itinerary. 
<img src="https://help.travala.com/hc/article_attachments/18613293706905" width="443" height="280">

How do I get my flight boarding pass?

To register for the Affiliate Partner Program, <a href="http://app.impact.com/campaign-campaign-info-v2/Travala.brand" target="_blank" rel="noopener">sign up here</a>!
For information on the program visit <a href="https://www.travala.com/affiliate-program" target="_blank" rel="noopener">Travala.com - Affiliate Partner Program</a>.

How do I sign up to become an Affiliate Partner?

Yes, Travala.com does have an Affiliate Partner program. It is easy and free to become an Affiliate Partner. Once your membership is approved you will have access to a dashboard where you can track your commission.
More information on the benefits, how it works and how to sign-up are covered in the <a href="https://www.travala.com/affiliate-program" target="_blank" rel="noopener">FAQs Travala.com - Affiliate Partner program.</a>

Do you have an Affiliate program?

Flight upgrades depend on the airline, the ticket fare conditions and availability. Our Customer Support team can request an upgrade and notify you if it is possible and the costs involved to upgrade.
You can contact the Customer Support team via chat or email at <a href="mailto:support@travala.com" target="_blank" rel="noopener">support@travala.com</a>.

Can I upgrade my flights to business class?

If you have require a name correction due to name spelt incorrectly, missing letters, change of surname etc please contact our Customer Support team immediately via chat or email at <a href="mailto:support@travala.com" target="_blank" rel="noopener">support@travala.com</a> for assistance.
Depending on the carrier, there may be a fee associated with correcting the passenger details. If this is the case, we will request payment from you to cover the fee before making the change and send you a new itinerary with the correct passenger details.
The airline may also request documentation, such as passport and/or marriage certificate, to support the name change.
If your passenger details are not corrected, you may not be allowed to board or you may face difficulties passing through immigration.

 I entered the wrong name under my flight reservation, what do I do?

No — if you don’t use your 4 free lounge passes annually, these will expire on the renewal date and 4 new ones will be credited to your account. You can’t have more than 4 free lounge passes available to use.
More information on the airport lounge passes can be found on the <a href="https://memberhelp.prioritypass.com/en/support/home%20" target="_blank" rel="noopener">Priority Pass website</a>.

Do my free Priority Lounge Passes carry over from year to year if unused?

<a href="https://www.travala.com/smart" target="_blank" rel="noopener">Smart Diamond</a> members will receive 4 free passes annually from the date that you register an account with Priority Pass (not per calendar year).
 For example, if you registered on 18/10/2022, you will have 4 lounge passes until the membership renews the following year on 17/10/2023. 
To find your renewal date, check the “My Priority Pass” tab in your Priority Pass account when logged in.
More information on the airport lounge passes can be found on the <a href="https://memberhelp.prioritypass.com/en/support/home%20" target="_blank" rel="noopener">Priority Pass website</a>.

Do I receive 4 free lounge passes per calendar year or does it count from 1 year when I register for Priority Pass?

No, you will not be charged the annual membership fee or for your 4 free passes annually, as long as you maintain your <a href="https://www.travala.com/smart" target="_blank" rel="noopener">Smart Diamond</a> membership.
 The credit card information is requested on registration in the event that you purchase additional passes after using your 4 free passes or if you purchase guest passes for fellow passengers.
More information on the airport lounge passes can be found on the <a href="https://memberhelp.prioritypass.com/en/support/home%20" target="_blank" rel="noopener">Priority Pass website</a>.

Priority Pass asks for credit card details, will I be charged?

Yes, all active Smart Diamond members will automatically have their Priority Pass membership renewed for free. 
If you deactivate your Smart Diamond membership, your Priority Pass membership will also be deactivated, and you will not be charged the annual Priority Pass membership fee.
More information on the airport lounge passes can be found on the <a href="https://memberhelp.prioritypass.com/en/support/home%20" target="_blank" rel="noopener">Priority Pass website</a>.

Will the Priority Pass membership be renewed annually for free?

The lounge pass benefit is Smart Diamond-based, not NFT-based. Each Smart member (including Smart Diamond members) may only have one account.
 If you have 2 Travel Tigers, consider opening a <a href="https://www.travala.com/smart" target="_blank" rel="noopener">Smart Diamond account</a> for a family member who is not already a Smart Diamond member and travel together with 4 lounge passes each!

If I have 2 Travel Tiger NFTs, do I get more lounge passes?

<a href="https://www.travala.com/smart" target="_blank" rel="noopener">Smart Diamond</a> members can enjoy four free lounge passes per year with Priority Pass, regardless of airline or class of travel.
More information on the airport lounge passes can be found on the <a href="https://memberhelp.prioritypass.com/en/support/home%20" target="_blank" rel="noopener">Priority Pass website</a>.

How many Priority Pass lounge passes do I get per year?

If you have any issues accessing or using Priority Pass, please contact the Priority Pass team at <a href="mailto:operations@collinsongroup.com" target="_blank" rel="noopener">operations@collinsongroup.com</a>.
More information on the airport lounge passes can be found on the <a href="https://memberhelp.prioritypass.com/en/support/home%20" target="_blank" rel="noopener">Priority Pass website</a>.

Who should I contact if I have issues with Priority Pass?

If you’re a Smart Diamond member, you’ll receive an email with an invitation code to register with <a href="https://prioritypass.com/travala" target="_blank" rel="noopener">Priority Pass</a>. Once you’ve registered, you’ll be able to immediately use your Digital Membership Card to access lounges. 
You’ll also receive a physical card in the mail within a few weeks. 
To use a lounge, you’ll need to present your physical or Digital Membership Card when entering a lounge.
More information on the airport lounge passes can be found on the <a href="https://memberhelp.prioritypass.com/en/support/home%20" target="_blank" rel="noopener">Priority Pass website</a>.

How do I get started with and use Priority Pass?

Currently Travala.com does not offer multi-city as an online booking option. However, our Customer Support team can work with you and make this booking on your behalf. You can contact our Customer Support team via chat or email at <a href="mailto:support@travala.com" target="_blank" rel="noopener">support@travala.com</a>.

Does Travala.com have multi-city as a booking option?

Once you click the Complete Reservation button, we will immediately deduct the payment directly from your in-built Travala.com wallet balance. This is to ensure your booking is processed in the quickest possible way.

Is AVA taken from my Travala wallet once I click Complete Reservation?

The current list of wallets where you can store your AVA is located on <a href="https://www.travala.com/ava#token-block-store" target="_blank" rel="noopener">Travala.com - Store AVA.</a>

Which wallets can I use to store AVA?

The current list of exchanges where you can buy, sell and trade AVA is located at <a href="https://www.travala.com/ava#token-block-trade" target="_blank" rel="noopener">Travala.com - AVA.</a>

Where can I buy AVA?

Flight date change requests depend on the airline fare conditions and how soon you wish to travel. Please contact our Customer Support team via chat or email at <a href="mailto:support@travala.com" target="_blank" rel="noopener">support@travala.com</a> for assistance and provide the following:
<ul>
<li>order number or airline reference</li>
<li>details of the flight you wish to change</li>
<li>details of the new flight date and time</li>
</ul>
Whilst we will do our best to accommodate your request, date change requests are not guaranteed and departures within 48hrs may not be possible to change. 
Please note, if your booking contains multiple passengers, any changes made will apply to the itinerary of ALL passengers.

Can I change my flight date?

Travala.com Travel Gift Cards are available for purchase on Travala.com - <a href="https://travala.com/buy-gift-cards" target="_blank" rel="noopener">Travel Gift Card.</a>
To buy a travel gift card on Travala.com:
<ol>
<li>Choose the value of your gift card</li>
<li>Enter your contact details</li>
<li>Optional, if you want to send it to your friends/ family, select Send as a gift. Enter the recipient’s name, email address and personal message.</li>
<li>Select payment option</li>
<li>If details are correct, click on Purchase Gift Card
</li>
<li>You will receive an email confirmation about your gift card purchase.
</li>
</ol>
If Send as gift was selected, the recipient will also receive an email about the gift card along with a gift code and your personal message.
For information on <a href="https://www.travala.com/gift-card-terms" target="_blank" rel="noopener">Gift Card Terms &amp; Conditions.</a>

How to Buy a Travala.com Travel Gift Card

Refunds can take in excess of three months to be reviewed and processed by the airline. We are in regular contact with our airline suppliers to check the progress of your refund. We will contact you by email as soon as we receive your refund.
For information on <a href="https://help.travala.com/hc/en-us/articles/6123662744729" target="_blank" rel="noopener">refund payment options</a>.

When will I receive my flight refund?

To add an infant to an existing flight itinerary please contact the Customer Support team on chat or email at <a href="mailto:support@travala.com" target="_blank" rel="noopener">support@travala.com</a>.

How can I add an infant to my flight booking?

A separate booking is required to add additional travellers over the age of 2yrs to an existing booking.
What to do:
<ol>
<li>Book a new ticket on <a href="https://www.travala.com/" target="_blank" rel="noopener">Travala.com</a>
</li>
<li>Once the itinerary is confirmed, contact our Customer Support team who will request the airline to link the two bookings. </li>
</ol>
We cannot guarantee that
<ul>
<li>the same itinerary is available, </li>
<li>the price of the ticket will be the same</li>
<li>the airline will link the two bookings together</li>
</ul>
You can contact our Customer Support team via chat or email <a href="mailto:support@travala.com" target="_blank" rel="noopener">support@travala.com.</a>

How can I add other passengers to my flight booking?

We accept 8 payment types:
<ul>
<li> Credit card</li>
<li>Cryptocurrencies </li>
<li>Crypto.com Pay</li>
<li>Binance Pay</li>
<li> Apple Pay</li>
<li>My Wallet</li>
<li>VnPay</li>
<li> Travel Credits</li>
</ul>
<a href="https://www.travala.com/payment-options" target="_blank" rel="noopener">Related link: Detailed list of Payment Options</a>

What payment methods does Travala.com accept?

The timeframe for you to receive your accommodation refund is determined by two factors:
<ul>
<li>the refund payment method, for timeframes refer to our <a href="https://www.travala.com/help/question/when-will-i-get-my-refund" target="_blank" rel="noopener">Refunds FAQs</a>
</li>
<li>the time it takes for the property or hotel supplier to process the refund</li>
</ul>
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.
<a href="https://help.travala.com/hc/en-us/articles/18209617212825" target="_blank" rel="noopener">Related Link:</a><a href="https://help.travala.com/hc/en-us/articles/18209617212825" target="_blank" rel="noopener"> Where can I find the hotel cancellation policy?</a>

When will I receive my hotel refund?

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:
<ul>
<li>in the booking conditions at time of booking</li>
<li>the booking confirmation email under Cancellation Policy</li>
<li>
<a href="https://www.travala.com" target="_blank" rel="noopener">My Trip</a>, you will require your Order Number</li>
<li>in your account under <a href="https://www.travala.com/login" target="_blank" rel="noopener">My bookings</a>, you will need to log into your account to access</li>
</ul>
For further assistance please contact the Customer Support team via chat or email <a href="mailto:support@travala.com">support@travala.com</a>.

Where can I find the hotel cancellation policy?

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.”

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

With a stay at Hotel Esencia in Xpu-Ha, you'll be on the beach, within a 15-minute drive of Akumal Beach and Ecopark Kantun Chi.  This 5-star resort is 12 mi (19.3 km) from Xplor Theme Park and 12.2 mi (19.7 km) from Ferry to Cozumel. Make yourself at home in one of the 48 individually decorated guestrooms, featuring iPod docking stations and flat-screen televisions. Your memory foam bed comes with down comforters and Egyptian cotton sheets. Rooms have private furnished patios. Complimentary wireless Internet access keeps you connected, and cable programming is available for your entertainment. Private bathrooms have complimentary toiletries and hair dryers. Featured amenities include complimentary wired Internet access, limo/town car service, and express check-in. For a surcharge, guests may use a roundtrip airport shuttle (available 24 hours) and a cruise ship terminal shuttle.

Book Family Friendly Resorts In Xpu-Ha, Quintana Roo, Mexico

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Book Family Friendly Resorts In Xpu-Ha, Quintana Roo, Mexico

Find your next stay with 2,200,000+ Hotels, Homes, Apartments & Villas

Xpu-Ha - 1 Resorts to Choose FromFamily friendly

Hotel stars

Guest Review

Hotel Esencia

Explore Xpu-HaFamily friendly

Hotel Esencia

Search by Holiday Style

Continue Your Adventure

FAQs

More Ways to Explore Xpu-Ha, Mexico

Why Book Your Trip With Travala?

Customer ReviewsWhat our customers say

Xpu-Ha - 1 Resorts to Choose From
Family friendly

Explore Xpu-Ha
Family friendly

Customer Reviews
What our customers say