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Help Center

Help - Common Questions
- When do I get a confirmation email?
- Can I make changes to my booking?
- How can I get a refund for my hotel booking?
- Can I ask for early check-in or late check-out?
- How do I make a booking using Travel Credits?
- How can I buy a Travel Gift Card?
- What are the benefits of becoming an AVA Smart Program member?
- How can I get a refund for my activity booking?
- How can I use a discount voucher?
- How can I use partial payment?
- How can I claim a refund for the difference?
Help - Making a hotel reservation
- When do I get a confirmation email?
- Is there any discount available if I do not have any AVA tokens?
- What is the maximum number of rooms that I can book per booking?
- What should I do if I can't find my booking confirmation email?
- Why did my booking expire?
- How do we determine our sort and filter order?
- What should I do if my booking expires or fails despite having already made the payment?
- Why do I see no availability for a hotel?
Help - My Bookings and Amendments
- Can I make changes to my booking?
- Can I cancel or change my dates for a non-refundable booking?
- Can my friend/family member use the booking if my plans have changed?
- Where can I check my booking details and status?
Help - Best Price Guarantee
- How can I claim a refund for the difference?
- What are the conditions to get a refund for the difference?
- How do I get the refund?
Help - Cancellation
- Can I cancel my booking?
- What is a "non-refundable" or "free cancellation" booking?
- If I cancel my current booking, will I pay a fee?
- Where can I find the cancellation policy?
Help - Payments and refunds
- How can I get a refund for my hotel booking?
- When will I get my refund?
- How can I obtain a payment receipt or invoice?
Help - AVA Smart Program
- What are the benefits of becoming an AVA Smart Program member?
- Who can join the AVA Smart Program?
- Can I use the AVA Smart Program and another program at the same time for my booking?
- How much discount can I get with the AVA Smart Program?
Help - Travel Gift Cards
- How can I buy a Travel Gift Card?
- How can I redeem a Travel Gift Card?
- How long are Travel Gift Cards valid?
- Is there any limit on buying Travel Gift Cards?
Help - Travel Credits & Promo Credits
- How do I make a booking using Travel Credits?
- How can I buy Travel Credits?
- What are Travel Credits?
- How do I make a booking using Promo Credits?
- What are Promo Credits?
- Can Travel Credits be used to pay at the property?
- How long are Travel Credits & Promo Credits valid for?
Help - Partial Payment
- What is partial payment?
- How can I use partial payment?
- How will I receive my refund on a partial payment?
Help - Discount Voucher
- How can I use a discount voucher?
- How can I check the validity of a discount voucher?
- What is Discount Voucher?
Help - Registration
- How can I register a Travala.com account?
- Do I need to register for an account at Travala.com so that I can make a hotel booking?
Help - Special requests
- Can I ask for early check-in or late check-out?
- Can we request for extra beds/baby cots for my child(ren)?
- Can I change the property?
Help - Contact
- How can I contact you?
Help - Listing request
- How can I add/list/register my property to your site?
Help - Booking
- Which kind of discount is valid for checking out on Travala.com?
- How do I make a booking?
- Do I need to register in order to make a purchase?
- Can you provide transportation services to/from my hotel?
- Once I’ve booked, is my reservation confirmed?
- I can’t seem to finish my order. What’s happening?
- Why do I need to select a timeslot?
- I didn't receive my activity vouchers. What should I do?
Help - Payments and refunds
- How can I get a refund for my activity booking?
- How many payment options does Travala.com currently accept?
- Was my payment successful?
- My payment expired. What should I do?
- How can I obtain a payment receipt and invoices?
Help - Cancellation
- What is a "non-refundable"/ "free cancellation" booking?
- If I cancel my current booking, will I have to pay any fees?
- How do I cancel an activity booking?
- Where can I find the activity cancellation policy?
Help - Booking
- Do I need to book an airline ticket for my child/infant?
- Do I need a visa?
- When will I receive my booking confirmation email?
- I entered incorrect passenger details when placing my booking. What can I do?
- Do I need a passport or other identification documents?
- Why has the price of my flight changed?
- I made a mistake when placing my booking. What can I do?
- How do I select seats?
- Can I add a frequent flyer number when placing my booking?
- Do I need travel insurance?
Help - Baggage
- How do I add additional baggage?
- What is my baggage allowance?
- What if I can’t add checked baggage to my itinerary?
Help - Cancel & Refund
- What happens if the carrier cancels my flight?
- How do I check if my booking is refundable?
- What are my flight refund options?
- How do I cancel my booking?
Help - Booking Changes
- What is an airline schedule change?
- How do I make changes to my trip?
Help - TravelSmart Protection
- What is the TravelSmart Protection?
- When does it not apply?
- What assistance does it include?
- Where can I find more information?
- How will it work?
- What if I don't add the TravelSmart Protection?
- Does the TravelSmart Protection still apply if I make a voluntary change to my itinerary?
- Does the TravelSmart Protection apply to disruptions caused by COVID-19?
Help - Priority Boarding
- Why can't I see the option to add Priority Boarding?
- How do I add Priority Boarding to my booking?
- What are the benefits of Priority Boarding?
- Can I add Priority Boarding afterwards?
- What is Priority Boarding?
- What do I need to show at the airport for Priority Boarding?
- Can I purchase Priority Boarding for multiple travellers on my itinerary?
- Can I get a refund on Priority Boarding if I no longer want it?
- Can I transfer my Priority Boarding to another traveller on my itinerary?
Help - Cancel For Any Reason
- What is CFAR?
- How much refund do I receive with CFAR if I cancel?
- How long does is take to receive a CFAR refund?
- How do I use CFAR?
- What does CFAR cover?
- What does CFAR not include?
- Can I purchase CFAR after booking?
- What happens if I make changes to my flight after purchasing CFAR?
- Is CFAR available on all bookings?
- I purchased CFAR and have completed one leg of the booking. Can I still use CFAR?
- Is CFAR a travel insurance policy?
- Where can I find the terms and conditions for CFAR?
Help - Cryptocurrency payments
- How do I select the cryptocurrency payment option during the booking process?
- Which cryptocurrencies are accepted as payment on Travala.com?
- How many payment options does Travala.com currently accept?
- Are there any loyalty programs or rewards for using cryptocurrencies for bookings on Travala.com?
- What customer support options are available if I encounter issues during my booking process?
- What happens if the cryptocurrency price changes between the time of booking and payment confirmation?