Apartments in Playa del Carmen, Mexico

Hotel Bookings

• When will I receive my hotel confirmation email?

  

  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

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

  

  You can book up to four rooms per booking. For group bookings that exceed four rooms, please contact our Customer Support Team via [email protected].

• When will I receive my hotel confirmation email?

  

  Hotel reservations are usually confirmed within 60 minutes of booking.

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

  Where to track booking status

  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].

  To help us resolve this quickly, please provide your Order Number and your Transaction Hash / Proof of Payment.

   

• Why isn't there any hotel availability showing?

  

  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.

• My order is expired

  

  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. 

  What should I do if my booking fails after payment is made?

  Our team will find you another alternative for your booking. If there are no suitable alternative options available, we will refund the amount you paid.

   

  If you haven't receive an email after 60 minutes, please reach out to speak to our Customer Support team via Live Chat or email [email protected].

  To help us resolve this quickly, please provide your Order Number and your Transaction Hash / Proof of Payment.

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

  

  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. 

• What should I do if my hotel booking expires or fails after payment is made?

  

  Please contact our Customer Support team via chat or email [email protected] 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.

• How do we determine our hotel sort and filter order?

  

  Sort and Filter functions in the search result page support you in finding the best accommodation offers as quickly as possible.

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    •  
      • 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:

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      • The nearest distance to the destination/landmark you searched for
      • Property ratings based on top reviews

  SORT

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      • 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

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    • 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.

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

  

  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.