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. <figure class="wysiwyg-table wysiwyg-table-align-left"><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></figure>

How do I make a booking using Promo Credits?

<ul>
<li data-list-item-id="e26f957db35d5589f03b64b602bf7c8ab">​​​​​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 data-list-item-id="e9e6cda8a9094e7403fc4afd3632add75">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?

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?

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="box-sizing: border-box; color: #1c5e97; font-family: Montserrat, sans-serif; margin: 0px; outline: none; padding: 0px; text-decoration: 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?

Best Price Guarantee applies to stays (accommodation, hotels, properties) and activity bookings. It does not apply to flight bookings.For more information on <a href="https://www.travala.com/best-price-guarantee" target="_blank" rel="noopener noreferrer">Best Price Guarantee terms and conditions</a>.

Does the Best Price Guarantee apply to flight bookings?

Please contact our Customer Support team via chat or email <a href="mailto:support@travala.com">support@travala.com</a> 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.

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

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 <a href="https://www.travala.com" target="_blank" rel="noopener noreferrer">My Trip</a>). If you have an account you can access the property cancellation policy via <a href="https://www.travala.com/login" target="_blank" rel="noopener noreferrer">My Bookings</a>.

Can I cancel my hotel booking?

If you experience any difficulties during the pick-up of your vehicle, we are here to help. Please contact our Customer Support team via<a href="https://www.travala.com/" target="_blank" rel="noopener noreferrer"> live chat</a>.

What should I do if I encounter an issue at the car rental pick-up desk?

The fuel policy is tied to the specific option selected during the booking process. To change the fuel policy, you will need to select a different booking option; If the rate for the new option is higher, the difference will be charged.Please contact our Customer Support team via support@travala.com or our <a href="https://www.travala.com/" target="_blank" rel="noopener noreferrer">live chat</a> if you would like to change the fuel policy on your existing booking.

Can I change the fuel policy on my car rental booking?

During the launch of our car rental product, the AVA Smart Program and all associated benefits will not apply to car rental bookings. Promotional vouchers, discount codes or similar incentives also do not apply. For more information, please refer to the<a href="https://www.travala.com/smart-terms"> AVA Smart Program Terms and Conditions</a>

Why am I not receiving Smart Member benefits for my car rental booking?

Any applicable one-way fee is typically included in the rates displayed on our website.The one-way fee may not be included in your initial prepayment and may therefore need to be settled at the counter.  However, it will still be factored into the total rate displayed during the booking process. If the one-way fee is payable at the counter, this will be indicated during the booking process.

Are there extra charges for drop-off at a different location (one-way fees) for my car rental?

Age requirements vary between car rental companies, pick-up locations, and destinations. Drivers under the age of 25 may incur additional surcharges and be subject to certain restrictions on specific vehicle categories. Please ensure that you enter the correct driver’s age when searching for suitable car rental options.

How old do I need to be to rent a car?

During the booking process, each vehicle option will include both the passenger and baggage capacity for that specific vehicle category. Please bear in mind that the listed baggage capacity refers to standard cabin-size pieces of baggage.

How do I find out about the baggage capacity of a vehicle?

Daily rental prices are dynamic and vary based on vehicle category, pick-up location, seasonality, and demand. For real-time pricing and vehicle availability, please perform a search on our website using your intended rental dates and pick-up location.

How much does a rental car cost per day?

If your booking is confirmed, you will normally receive a confirmation email within 30-60 minutes of making your reservation.If you have not received your hotel itinerary in this time, please check your email junk/spam folder.You can always view your booking status online using <a href="https://www.travala.com/" target="_blank" rel="noopener noreferrer">My Trip</a> on our website or by signing into your Travala.com account and selecting <a href="https://www.travala.com/my-bookings" target="_blank" rel="noopener noreferrer">My Bookings</a> from the account menu.If after the 60 minutes you still have not received your hotel itinerary, please contact the Customer Support team via chat or email <a href="support@travala.com" target="_blank" rel="noopener noreferrer">support@travala.com</a>.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:<ul>
<li data-list-item-id="e2e2f794a675cf2a634f74bca9c8e2ed2">
BTC payments: 3 confirmations</li>
<li data-list-item-id="ed89f3e44f8eed4d0a4a6d3f80f200792">
ETH payments (incl. ERC20): 20 confirmations</li>
<li data-list-item-id="e1bb282e2aa8acf5690a9d25845d1841e">
BNB payments (incl. BEP20): near-instant</li>
<li data-list-item-id="e440ce633ee13a151224ecd5ebfe43d62">
TRON payments (incl. TRC20): near-instant</li>
</ul>

What should I do if I can't find my hotel confirmation email?

Flight booking changes may be made up to 48 hours before departure. To request a voluntary flight change please contact our Customer Support team via chat or email at <a href="mailto:support@travala.com" target="_blank" rel="noopener noreferrer">support@travala.com</a> for assistance.In response to your request, you will receive a quote of available options and any additional costs, if applicable. Additional costs generally consist of any fare and tax difference, carrier change fee and any administration fees charged by our supplier to process your itinerary change.Once your new itinerary is issued, you will receive an email confirmation with your new flight itinerary.Please note, if your booking contains multiple passengers, any changes made may apply to the itinerary of ALL passengers.

How do I make changes to my flight booking?

An airline schedule change, or involuntary change, to your flight can happen for many reasons, such as airport runway works or unplanned aircraft maintenance.If the airline reschedules your flight before you are due to travel, we will email you the new flight details to the address provided in your original booking . We will do our best to contact you using the relevant contact details provided in your booking.

What is an airline schedule change?

It is each traveller’s sole responsibility to ensure they have the necessary visas, passports and travel documentation for all destinations of travel, including where a visa is required for a country you are transiting through. While we may provide advice to you, this advice is general in nature and should not be solely relied upon.Please refer to your respective consulates/embassies for more information on what visas and/or other documents you may need to arrange before your trip.

Do I need a visa?

To check whether your flight booking is refundable, please live-chat us or submit a  <a href="https://www.travala.com/contact-us">Contact Us</a> request form for assistance. We will contact our supplier to determine whether your particular fare type is refundable.

How do I check if my flight booking is refundable?

An ‘involuntary cancellation’ is when a carrier cancels your flight. If this happens, we will present you with alternative itinerary options as close to your original itinerary as possible. Alternative itinerary options may be free or may require additional payment, depending on the options available. Please note that Travala.com does not charge you extra for arranging your alternative itinerary.If none of the alternative itinerary options suit you, you may opt for a refund request. Please note that involuntary cancellations initiated by carriers are outside of our control and we are not liable for the consequences of any cancellations made by these third parties.

What happens if the carrier cancels my flight?

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

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

Once you’ve selected your desired hotel, flight or activity, you’ll be prompted to enter the necessary personal information (e.g. guest details for hotel check-in or passport information for international flights). After this step, you’ll have 100+ payment options to choose from. Simply select the cryptocurrency you wish to use from:<ul>
<li data-list-item-id="e4e5909e08393787e2c0742b05ad6b4c0">the dropdown list, or</li>
<li data-list-item-id="e523bfaaceff5a80df791cd0cb9708453">choose to pay with crypto via our payment partners, such as Binance Pay</li>
</ul>You’ll then be provided with a QR code and wallet address. Either scan the QR code with your wallet of choice or manually enter the wallet address and the associated cryptocurrency amount displayed in your wallet (note: NOT the fiat value). Then, complete the transaction using your wallet. Once the payment is sent and confirmed on the blockchain network, the booking process will be completed. You’ll receive confirmation of your reservation via email, which will include all your tickets and booking details. Refer to our <a href="https://www.travala.com/blog/living-with-crypto/crypto-payments/the-ultimate-guide-how-to-pay-with-cryptocurrency/#:~:text=4.%20How%20to%20Book%20Travel%20with%20Cryptocurrency%20using%20Travala" target="_blank" rel="noopener noreferrer">step-by-step guide</a> for more information.

How do I select the cryptocurrency payment option during the booking process?

The identification required depends on whether you are flying domestically or internationally.Domestic TravelWhen travelling on a domestic flight, you may need to show photographic identification, but you may not necessarily need a passport. Please note that determining whether you require a passport or not for domestic travel is your responsibility.  International TravelYou will always require a passport for international flights, typically one that is valid for at least six (6) months from the date of return. Some countries may also require passports to be machine-readable. It is your responsibility to check the requirements of the countries you are transiting and visiting.

Do I need a passport or other identification documents?

Checked baggage may not be available to add to your flight booking where - <ul>
<li data-list-item-id="e89fcca3e4e6b936e595122d449402b20">you have a self-transfer with a short layover (usually less than 2 hours), or</li>
<li data-list-item-id="e23179b7556a77b51555394e178e431f9">the carrier does not offer checked baggage, or</li>
<li data-list-item-id="e4af5ad0f06da9a42d01a41cf3e67b615">we experience technical issues that prevent you from adding baggage.</li>
</ul>You can request additional services up to 48 hours before your trip. Please <a href="https://www.travala.com/contact-us">Contact Us</a> for assistance.

Why can’t I add checked baggage to my flight itinerary?

Travel insurance is highly recommended for all international and domestic travel. In some cases, travel insurance is compulsory, depending on your jurisdiction. Please refer to any guidelines issued by your relevant local authorities.

Do I require travel insurance?

To select the seats for your flight, please visit the carrier's website directly and enter your airline booking reference to view and make changes to your itinerary.Please note, in some cases, the airline may charge a fee for seat selection.

How do I select my seats?

If you notice the mistake before your itinerary is issued, you may be able to cancel the booking and request a refund. The status of your booking will show as Processing.If your itinerary is issued, it may not be possible to correct the error without a booking change or cancellation. Depending on the conditions of your booking there maybe a costs associated with the change or cancellation.Please contact the Customer Support team immediately via chat or email at <a href="mailto:support@travala.com" target="_blank" rel="noopener noreferrer">support@travala.com</a> for assistance.

I made a mistake when making my booking. What can I do?

If you notice any part of the traveller details are incorrect, such as wrong name or name misspelt, please contact our Customer Support team immediately via chat or email at <a href="mailto:support@travala.com" target="_blank" rel="noopener noreferrer">support@travala.com</a>.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 incorrect passenger details when placing my booking. What can I do?

You will receive a confirmation with your flight itinerary (e-ticket) within 24 hours of placing your reservation. We also recommend to check your junk mail or spam folder for your itinerary.You can also view your booking status online using <a href="https://www.travala.com/" target="_blank" rel="noopener noreferrer">My Trip</a> on our website or by signing in and selecting <a href="https://www.travala.com/my-bookings" target="_blank" rel="noopener noreferrer">My Bookings</a> 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:<ul>
<li data-list-item-id="e67a60f2f1b5f2ebc2017d488480f3717">
BTC payments: 3 confirmations</li>
<li data-list-item-id="edb61d44d49da057b3f292b7e2009aaca">
ETH payments (incl. ERC20): 20 confirmations</li>
<li data-list-item-id="ebc08d5bd8850f9ef577a6ed4eb2e4f8a">
BNB payments (incl. BEP20): near-instant</li>
<li data-list-item-id="eeb43a5ff50121a5c1978175342f1b20b">
TRON payments (incl. TRC20): near-instant</li>
</ul>

Why didn't I receive my flight confirmation email after I paid?

Any Travala.com 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? <a href="https://www.travala.com/register" target="_blank" rel="noopener noreferrer">Create one now!</a>

Who can join the AVA Smart Program?

<span style="-webkit-text-stroke-width: 0px; display: inline !important; float: none; font-family: Montserrat, sans-serif; font-size: 14px; font-style: normal; font-variant-caps: normal; font-variant-ligatures: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-decoration-color: initial; text-decoration-style: initial; text-decoration-thickness: initial; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px;">If you book a stay (hotel) or an activity on Travala.com 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 at the property or the start time of the activity. Please note our Best Price Guarantee does not apply to flight bookings. Send an email to <a href="mailto:support@travala.com" target="_blank" rel="noopener noreferrer">support@travala.com </a>at least 24 hours before your hotel check-in / activity start date with the following:<ul>
<li data-list-item-id="e7a3234246ebc55526f7b24d46b24d69b">The Order Number in your booking confirmation email</li>
<li data-list-item-id="e8afabea4181840e51131297f9da8e00b">Proof of the claim, i.e. a link to the other travel website where you found the cheaper accommodation price or activity, or a screenshot</li>
</ul>Our customer support team will verify your claim and get back to you within 48 hours. If we verify your claim, we’ll refund the difference in the form of Travel Credits directly to your Travala.com wallet within 24 to 36 hours after check out.To claim the refund, you must have a Travala.com account. If you have not created an account yet, please <a href="https://www.travala.com/register">create an account now.</a>For more information on <a href="https://www.travala.com/best-price-guarantee" target="_blank" rel="noopener noreferrer">Best Price Guarantee</a>.

How do I make a Best Price Guarantee claim?

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:<ul>
<li data-list-item-id="e09a732fa67f755243f57119e7b067873">must be for the same property, accommodation type or activity</li>
<li data-list-item-id="e50afdbc59fbe1fd3e464b870f59b7db4">must have the same check-in and check-out dates or activity start time and duration</li>
<li data-list-item-id="e581d27d822da43385c947f8bd350600f">must have the same cancellation policy and conditions</li>
<li data-list-item-id="e8cadd272beba58b6da003bc1d5bd0d9a">must be available to the general public</li>
</ul>Please note our Best Price Guarantee currently does not apply to flight bookings. For more information on our <a href="https://www.travala.com/best-price-guarantee" target="_blank" rel="noopener noreferrer">Best Price Guarantee terms and conditions</a>

What are the Best Price Guarantee conditions?

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. <ul>
<li data-list-item-id="ee679e9be7869a0b6d93fc7401deee1f3">
Credit/ debit card payment: the refund will be sent to the card that you used to pay for the booking.</li>
<li data-list-item-id="ef495c02b05e4fd7185d3d07235b281b1">
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 data-list-item-id="e2895e95bf8ec0a5430db71a6f016495e">
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 data-list-item-id="e981c4e0a349a0bba100c3a46bb57e118">
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 data-list-item-id="e2ca5418e437d223464ce8089ec460ed4">
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 data-list-item-id="e141772fcef149ee6f5bf8567776deef3">
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?

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 &amp; 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. <a href="https://www.travala.com/smart">Learn more</a>.

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

In total, you can receive up to 13% cheaper rates on the listed Travala.com price when combining the discount and rewards based on your membership tier, your payment method and the travel product you book.See the <a href="https://www.travala.com/smart" target="_blank" rel="noopener noreferrer">membership comparison table</a> for a full breakdown.

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

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="box-sizing: border-box; color: #1c5e97; font-family: Montserrat, sans-serif; margin: 0px; outline: none; padding: 0px; text-decoration: none;" href="https://www.travala.com/help/common-questions">Support icon</a> in the bottom corner of any page) or <a style="box-sizing: border-box; color: #1c5e97; font-family: Montserrat, sans-serif; margin: 0px; outline: none; padding: 0px; text-decoration: 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?

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 data-list-item-id="e7201778ef71617d73a09b76b5f60c041">using cryptocurrency</li>
<li data-list-item-id="e572d4933306cb9556a9c2a2551e437d1">received via refunds</li>
<li data-list-item-id="eb678f695ca160795cde4b75d36b70f43">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?

Flight itineraries typically offer three types of baggage allowances:<ul data-start="223" data-end="498">
<li data-start="223" data-end="341" data-list-item-id="e2cc9601d750b5e93a38e0d2fec733102">Checked baggage – larger items that must be checked in and placed in the aircraft hold (not carried on board)</li>
<li data-start="342" data-end="428" data-list-item-id="e2ca97a0728130994dc42e9c1323e1a3d">Cabin (or “carry-on”) bag – smaller luggage that you can bring into the cabin and place in the overhead locker</li>
<li data-start="429" data-end="498" data-list-item-id="e1423a809565ad9bd12469aecbeb77a2f">Personal item – such as a handbag, laptop bag, or camera bag which usually goes underneath the seat in front</li>
</ul>The type of allowance and size of items you’re allowed to bring will depend on your itinerary and carrier. To view your specific baggage allowance, please refer to your e-ticket or sign in to your account and select My Bookings to view your trip details.You can also check your baggage allowance directly on your carrier’s website using your airline booking reference.

What is my baggage allowance?

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.

How can I buy Travel Credits?

You may use your airline reference, which can be found in the Reservation Details section of your booking confirmation email, to add extra baggage directly on the airline's website.If you'd prefer assistance, we can help add extra baggage to your itinerary. Please contact us at least 72 hours before your flight's departure. Note that the airline typically charges a fee for additional baggage.

How do I add additional baggage to a flight booking?

If you are entitled to a refund, the available refund amount will be refunded to you based on the original payment method used to purchase your booking.Credit card or debit card paymentThe refund will be sent to the card that you used to pay for the booking. Please note that it may take up to a few months for the refund to be processed by the carrier. Cryptocurrency paymentsDue to regulatory requirements and price volatility, refunds will be processed in Travel Credits and credited to your Travala.com account. These credits can only be used to purchase future products on Travala.com and cannot be redeemed for fiat currency or cryptocurrency. <a href="https://www.travala.com/travel-credits">Learn more</a>.  Travel Credit paymentThe amount will be refunded to you in Travel Credits and sent to your Travel Credits Wallet in your Travala.com account. Promo Credits partial paymentPromo 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 PayThe refund will be made in USDT and will be sent to your Binance Pay wallet in your Binance account. Crypto.com PayThe original cryptocurrency used to purchase the booking will be credited to your Crypto.com account. Refund in Carrier VouchersWhile we will always try to obtain a monetary refund from the carrier on your behalf, it may not always be possible. In such instances, the carrier will usually offer a credit voucher, which can be used for future travel with that particular carrier. Where we receive a credit voucher from the carrier, we will email the credit voucher to the email address of the Travala.com account used to purchase the original booking. Non-refundable FaresIf your fare is non-refundable, you may not be able to receive any of the above refunds. However, your booking can generally be rebooked to new dates if the date change is requested at least 72 hours before flight departure. Please note that, where rebooking is available, the total cost of the rebooked fare may differ depending on change fees and differences in the fare and applicable tax.

What are my flight refund options?

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?

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?

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 noreferrer">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?

We accept over 100 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?

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 <a href="https://www.travala.com/" target="_blank" rel="noopener noreferrer">My Trip</a> on our website or by signing in and selecting <a href="https://www.travala.com/my-bookings">My Bookings</a> 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:<ul>
<li data-list-item-id="eff14919527bfc67a3f36d0df7dfef8d7">
BTC payments: 3 confirmations</li>
<li data-list-item-id="ec08e1a17db2231036f5c884af915600b">
ETH payments (incl. ERC20): 20 confirmations</li>
<li data-list-item-id="e973be4ea72865b0240468c32304a6158">
BNB payments (incl. BEP20): near-instant</li>
<li data-list-item-id="ec1644ecc1c6b26ffba273af060138396">
TRON payments (incl. TRC20): near-instant</li>
</ul>

When will I receive my hotel confirmation email?

Prices for flights are received from our partners and carriers. All prices are updated automatically when the price changes, which is usually (but not always) based on demand. Sometimes, the price of your flight may change while you are in the process of making a booking. In this scenario, we will notify you of the price change before you proceed with your purchase. You can then choose to proceed with the new price or return to your search results to view other options. We will never charge you for a price that you did not agree to.

Why has the price of my flight changed?

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?

Sort and Filter functions in the search result page support you in finding the best accommodation offers as quickly as possible.<ul><li data-list-item-id="e3c2a6b1d7762dba5e081c5e7e3bd799e"> <ul><li data-list-item-id="ec75d3cdbc0c5f9bc80b01e181f6d4141"> <ul>
<li data-list-item-id="ea5ff37a43d5c886cf6041345461b6116">
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 data-list-item-id="e1f12f195a12a1985d36311932a042866">The Filter function enables you to include or exclude various options to suit your travel needs.</li>
</ul>
</li></ul>
</li></ul>By default, if you do not use either Sort or Filter function, your search results may be ordered based on two factors:<ul><li data-list-item-id="e4fc2a6cb48faef150b4b4ea808be682d"> <ul><li data-list-item-id="e8fea23ddcc7bfd22a5261dffc3019280"> <ul>
<li data-list-item-id="e9fe6f9c14ea554c9e3154c65c904e573">The nearest distance to the destination/landmark you searched for</li>
<li data-list-item-id="e99cd55d109a9f7ef76118bb8feb2b497">Property ratings based on top reviews</li>
</ul>
</li></ul>
</li></ul>SORT<ul><li data-list-item-id="e4060bb486ba4c28336e4244f7332021f"> <ul><li data-list-item-id="e5c3f31bf3e3f6f0c1708cfa3903d69cc"> <ul>
<li data-list-item-id="e36bfe4a61be4bf016ade21310026d9a2">
Price: sorts your search results based on the property price from high to low and low to high</li>
<li data-list-item-id="e05bed9cf7633491c9909429af9a34bda">
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 data-list-item-id="e6173b5e085bb3b64f971abf84da6723b">
Distance from downtown: sorts properties nearest to the location you searched for.</li>
<li data-list-item-id="e339fe970f6a1e67887fedd52c76f90c3">
Property Rank: sorts properties based on transactional data and details about the property.</li>
<li data-list-item-id="ed2157392effa3526878d22ffce5968d1">
Top Rated: sorts properties with the outstanding ratings based on our data.</li>
<li data-list-item-id="ed2b1e85ee522c5cae86ad8df71afbc2e">
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>
</li></ul>
</li></ul>FILTER<ul><li data-list-item-id="eda5ed69ff7f310dc358280027f64dea9"> <ul>
<li data-list-item-id="ea59c6baf43aa5069e0f6663f4babbd9e">
Search Hotels: filters properties by name once the hotel/property name is entered.</li>
<li data-list-item-id="e312b01fd3b110bf37334c99e99387044">
Price per night: filters properties by price range once the minimum and maximum price range is selected.</li>
<li data-list-item-id="e5c7cdeba070d241e4f3f2b0e50523a67">
Popular Filters: we show the most common filters here that help you easily find the best choice from one or more filters.</li>
<li data-list-item-id="e24bb54abd1c253e03edc881a1acefc56">
Star Rating: filters by desired minimum star rating, e.g. only 5-star hotels, both 4-star and 5-star hotels, etc.</li>
<li data-list-item-id="ebbf067052edf8267beb93d2868e8300e">
Guest Review: filters by guest review types, including Excellent, Very Good, etc.</li>
<li data-list-item-id="e9f16465d907028733207731c38b6c6e9">
Property Type: filters by property types, e.g. Hotel, Villa, Apartment, etc.</li>
<li data-list-item-id="e656ce153026eff583b3e784b6938b7ae">
Amenities: filters by desired amenities, e.g. Swimming Pool, Free WiFi, etc.</li>
<li data-list-item-id="e6d49a3879dfacfbcb503759eabaa938a">
Hotel Chain: filters by properties that belong to a particular hotel chain.</li>
</ul>
</li></ul>

How do we determine our hotel sort and filter order?

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 noreferrer">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 noreferrer">create an account here. </a>

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

Due to fluctuating travel product prices and exchange rates, we limit the reservation window to 10 minutes. Your booking most likely expired because we did not detect that a payment had been sent in the allowed window time.If you believe you’ve sent a payment but haven’t received a confirmation email, DO NOT ATTEMPT TO REBOOK. Some payments, especially cryptocurrency payments, may take longer to process in certain instances.If you haven't receive an email after 60 minutes, please contact our Customer Support team via chat or email <a href="https://www.travala.com/contact-us">support@travala.com</a> for assistance.

Why did my hotel booking expire?

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?

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

How many payment options does Travala.com currently accept?

Yes. You will have the option to add your frequent flyer / loyalty number when you enter your passenger details during your booking. Add Before TravelTo add your frequent flyer details after your booking is confirmed, please contact the Customer Support team via chat or email at <a href="mailto:support@travala.com" target="_blank" rel="noopener noreferrer">support@travala.com</a> before your flight departure.   Add After TravelTo add your frequent flyer number after you have travelled, please contact the relevant carrier directly. Generally the airline will request your booking reference, which is located on your travel itinerary, and a  copy of your boarding pass.

Can I add a frequent flyer or loyalty number when making my flight booking?

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 data-list-item-id="e424f95524e21954707cb5d64e8b2ae0f">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 data-list-item-id="ed2c4764f3f0f38d9c1a602eaa015de3e">Discount vouchers can be used with almost all the payment methods on Travala.com except Pay at Property.</li>
<li data-list-item-id="e79b16de89b7823e1be32e5ef164fedeb">Discount vouchers can only be applied when the booking value is higher than 100 USD</li>
<li data-list-item-id="eadaf3725c59ac83aa9cca3ab91535a69">Only one discount voucher can be used per booking transaction</li>
<li data-list-item-id="e036c576664e7d7f639152e4d51addaae">Only one discount voucher may be used per person</li>
<li data-list-item-id="e83503a78d2dc2ac3ad494ece0a64059e">Each discount voucher will have its own validity and terms and conditions</li>
<li data-list-item-id="e67503d8cf42d1d981fa4b6aa4f5e7950">Discount voucher types can have a fixed or percentage value</li>
<li data-list-item-id="eac4c74ae1e3b72b85160910a00ff8f52">The discount voucher can only be used for supported room offers</li>
</ul>Discount Voucher Terms and ConditionsBy using discount vouchers, the customer agrees to be bound by the Discount Voucher Terms and Conditions.<ul>
<li data-list-item-id="e6294278dfc01521c24ada97d5feffef3">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 data-list-item-id="ea04964c9da9419856e1c5e8a4685e1d7">Discount vouchers can only be used and valid for travel products on Travala.com.</li>
<li data-list-item-id="e4c99b5a0c5374a540478b6071f751cbf">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 data-list-item-id="e0d78c1516403612879d7295b339270c2">Only one discount voucher can be used per booking transaction</li>
<li data-list-item-id="e2d3d1d3ea48c5a6aba4afab864a2a4c5">Only one discount voucher may be used per person</li>
<li data-list-item-id="e1e2ff9d1f480c118ed4331c1ff6ba001">Discount vouchers cannot be paid out in cash or transferable or assignable.</li>
<li data-list-item-id="e1cc002a7e718174328ba8858b04c84d2">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 data-list-item-id="e499bfb3358e2993923993a7042b4fecd">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 data-list-item-id="e0ebf414ece41cf0e738ea9249f4eeab5">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 data-list-item-id="ea5b31c8ce499485800c89420057ff4c4">Travala.com reserves the right to modify or cancel any discount voucher at any time.</li>
<li data-list-item-id="e0bdc1abec18fc5ae5cde9739aa75e2c8">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 data-list-item-id="ef29ead406b0d20f4e1e90c167eb5b2e7">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?

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?

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?

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?

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 noreferrer">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?

The cancellation policy of the property determines if a booking is eligible for a refund or not.Non-refundable bookingThe 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 bookingThe 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?

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 <a class="waffle-rich-text-link" href="https://www.travala.com/contact-us">Contact Us</a> form for assistance.

Why isn't there any hotel availability showing?

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?

To request a 'voluntary cancellation' of your flights, navigate to <a href="https://www.travala.com/my-bookings">My Bookings</a> in your account and click the cancel button next to the relevant booking. Any cancellation requests must be submitted no later than 72 hours before your departure time, otherwise the carrier will classify your absence as a ‘no show’.If you are unable to request a booking cancellation from your account, please contact our Customer Support team via chat or email at <a href="mailto:support@travala.com" target="_blank" rel="noopener noreferrer">support@travala.com</a>.A voluntarily cancellation may incur a carrier cancellation fee as well as an administration fee from our travel supplier to process the cancellation. The amount of the cancellation fee will vary depending on the carrier and the airfare rules applicable to your booking.There is no guarantee of a refund.Where you request a voluntary cancellation, please be aware that we cannot calculate the refund amount you will receive at the time of your cancellation request. If you are entitled to a refund, your refund option(s) will depend on your original payment method.<h3 class="Question_title___cErsq" id="h_01KFK0KFRGWR5JMWFMX908AZMM"> </h3>

How do I cancel my flight booking?

Yes. All passengers require a valid e-ticket with a confirmed booking reference, including children and infants.To include a child and/or infant in your flight search, select Passenger and add the number of children and/or infants required.

Do I need to book an airline ticket for my child or infant?

The timeframe for you to receive your accommodation refund is determined by two factors:<ul>
<li data-list-item-id="eac898be0e462d6b4f168bbaa5ca8c7dc">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 noreferrer">Refunds FAQs</a>
</li>
<li data-list-item-id="ed30752a7c4f341e509d085e6738cd301">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 noreferrer">Related Link: 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 data-list-item-id="ebc14dbc2fc36f37d428f04f6362b197e">in the booking conditions at time of booking</li>
<li data-list-item-id="e20b71b5064cdd45a081d6b6ea32d2b25">the booking confirmation email under Cancellation Policy</li>
<li data-list-item-id="e1a3918d7882f6b8a9c0317bbe9f3f5e5">
<a href="https://www.travala.com" target="_blank" rel="noopener noreferrer">My Trip</a>, you will require your Order Number</li>
<li data-list-item-id="e50023057df34193a92c15ac43d2c4137">in your account under <a href="https://www.travala.com/login" target="_blank" rel="noopener noreferrer">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?

When you book a vehicle, you are reserving a specific vehicle category rather than a particular make or model. This means that while the vehicle provided will match the core specifications you selected—such as transmission type, number of doors, and passenger and baggage capacity—the exact make and model is subject to the car rental provider’s fleet availability at the time of pick-up.

Will I get the exact vehicle model displayed during my car rental booking?

If your selected pick-up or drop-off time is outside of the rental office's regular opening hours and an out-of-hours fee applies, this will be included in the total rental cost displayed at the time of booking.

Are there extra charges for late pick-up or drop-off of my car rental?

Yes, you can absolutely rent a car even if you are under 25 or over 70.However, requirements may vary depending on the car supplier and destination country. The car supplier may also impose a minimum age limit for car rentals.

Can I rent a car if I'm under 25 or over 70?

We recommend performing a thorough inspection of the car before leaving the pick-up location. Ensure any existing damage is documented on the car rental agreement or sign-out sheet, and notify an attendant of any discrepancies immediately.If you are dissatisfied with the condition of the vehicle provided or feel it is unsafe to drive, please request an alternative from the car rental provider. If they are not able to accommodate you, please contact us via <a href="https://www.travala.com/" target="_blank" rel="noopener noreferrer">live chat </a>and we will do our best to assist you.

What should I do if my rental vehicle is damaged or in poor condition at pick-up?

If you have already collected your vehicle and wish to extend your rental period, please contact the car rental provider directly to arrange this. You can find the car rental provider’s contact information on the documentation received at the pick-up desk or in your booking confirmation email.

How can I extend my ongoing car rental?

For any issues regarding your ongoing car rental, please contact the car rental provider directly for assistance. Their contact details are located on your rental agreement and in your booking confirmation email.

What should I do if I encounter an issue during my  car rental?

We recommend that you check the license requirements for your specific booking to determine whether an international driving permit is required.If your license is not printed in the Latin alphabet (e,g, Arabic, Greek, Russian),an international driving permit is typically required.If an international driving permit is required for your booking, you may also need to present your original physical driver’s license alongside the international driving permit at pick-up.

Do I need an international driving permit for my car rental?

The following documentation may be required at the car rental provider’s counter:1. A credit card with sufficient funds to cover the excess (please refer to your booking confirmation for policies on accepted payment methods).2. The main driver's valid, original physical driving license, held for a minimum of one year (some providers may require a longer period; please check your specific terms and conditions).3. Additional photo ID (e.g., passport).4. Your car rental voucher.5. Any other documentation specified on your booking voucher.Requirements may vary based on your pick-up location and between car rental providers. Make sure to review your rental terms and conditions carefully. All required documentation must be in the main driver's name.

What do I need to pick up the car?

Cross-border policy refers to additional charges or restrictions for travel across different countries or states. These policies and associated charges vary between car rental providers. Please consider these potential costs when selecting a provider for your trip.For more details please refer to the cross-border policy applicable to your booking.

Are there any cross-border charges for my car rental?

The fuel policy is determined by the car rental provider and varies between different options and locations. Here is an overview of common fuel policies:Full to full:You will collect the vehicle with a full tank of fuel and leave a security deposit. As long as you the vehicle is returned with a full tank, the deposit is released. If it is not returned full, you may be charged for missing fuel and/or a refuelling fee.Same to same:The vehicle is supplied with a specific level of fuel, and you need to return it with that same amount of fuel. A fuel deposit may be reserved on your credit card and released  only upon the return of the vehicle with the required fuel level. Otherwise, you may be charged for missing fuel.Pre-Purchase with partial refund:The vehicle is provided with a full tank of fuel, for which you leave a deposit at the  counter. Upon return, you are refunded for unused fuel, but a mandatory, non-refundable administration fee is levied. Prepaid Fuel:You pay for a full tank of fuel upon collection and can return the vehicle empty. Generally, no refund is provided for unused fuel, and the inital fuel charge is often at a higher-than-normal rate. Please refer to your rental agreement for the specific fuel policy applicable to your booking.

How much will I need to pay for fuel for my car rental?

During the initial launch of our car rental service, the following payment methods will be available:<ul>
<li data-list-item-id="e2bd39983f28d36491b6b5dd0be087c10">Credit Card</li>
<li data-list-item-id="e913712d472f615a6ac195ff019ddcd31">Selected Cryptocurrencies </li>
</ul>We offer an additional payment option for customers who have a Travala.com account.<ul><li data-list-item-id="e6a0fc209126d6ae8f79c67fc23e68c06">Travel Credits</li></ul> Please note that partial or split payments are not supported at this time. Additional cryptocurrencies and payment options will be offered in future updates.

How can I pay for my car rental booking?

Although you can select optional extras during the online booking process, the optional extras are usually paid for at the car rental provider’s counter when you collect your vehicle.In some cases, specific extras such as a GPS or an additional driver may be included in the rental rates. In these cases, you will not be charged at the counter for these items. If optional extras are included in the rates, this will be indicated during the booking process and on your booking confirmation.

When will I be charged for optional extras for my car rental?

Please contact our Customer Support team via support@travala.com or <a href="https://www.travala.com/" target="_blank" rel="noopener noreferrer">live chat</a> to modify your car rental booking. This includes requesting a name change, adding optional extras, changing the vehicle, or updating your flight details. After pick-up, changes to your booking may not be possible.

Can I change my car rental booking?

The excess is the sum for which you are liable if your rental car is damaged or stolen.Even when Collision Damage Waiver, Theft Waiver and Third Party Liability are included in your booking, an excess typically remains. This represents the maximum amount you are liable for if there is damage or theft to the rental car during your rental period.Upon collection of your vehicle, the vehicle rental provider will place a hold on the main driver's credit card for the excess as a security deposit. This hold is released when the vehicle is returned with no new damage, though it may take several days for the funds to become available.In the event of damage or theft during your rental period, the amount needed to cover the specific event  will be deducted from these held excess funds. <h4 id="h_01KJ5EFBCCBY6CZPMXSGGS95ZK">How do I find the excess amount?</h4>To check the excess for a vehicle you are interested in, please review the specific terms and conditions provided during the booking process.If you have an existing booking, your excess details are outlined in your booking confirmation email.

What is an excess for a car rental booking?

All mandatory charges that apply to your specific booking are included in the rental rate shown on our website.It is important to select the correct pick-up and drop-off details, and to indicate the main driver's age to ensure all potential charges are factored into the total rental rates.Please note that a security deposit may be required at the car rental provider’s counter upon collection. In some cases, an additional deposit for fuel may also be required; ensure that the main driver has sufficient funds to cover the deposit required for your specific rental.There may be additional charges if you fail to present the required documentation at the counter, have insufficient funds for the deposit/excess, or opt for optional extras such as car sets, additional drivers, GPS units, cross-border travel, provider-specific  insurance, and/or a prepaid fuel option.

Which costs are included in the car rental price?

The timeframe receiving a car rental refund is determined by two factors:<ul>
<li data-list-item-id="efdf11faa29232c8a349b67429b3a178c">the refund payment method (please refer to our<a href="https://www.travala.com/help/question/when-will-i-get-my-refund"> Refunds FAQs</a>).
</li>
<li data-list-item-id="e7d266b22bbcde129fba7318f23b143b5">the time required for the car rental provider to process the refund</li>
</ul>Note: Please refer to the cancellation policy in your booking confirmation to verify if your car rental booking is eligible for a refund.

When will I receive my car rental refund?

Details of your insurance coverage are displayed under “Important Information” when making a booking on our website and in your corresponding booking confirmation email.What’s not covered? The car rental provider will typically take a security deposit on your credit card. If your vehicle is damaged or stolen, they will deduct the excess (if any) from your deposit.

Does my car rental include insurance?

You can add an additional driver during the online booking process. If you have already confirmed your booking, you may inform the agent at the car rental provider’s counter during pick-up.Any additional driver must be present at the counter with their original, physical driver’s license in order to be added to the rental agreement.If additional drivers are added at the rental counter, an extra cost will be applied at pick-up. The exception is if a free additional driver is included in the cost of your booking. In that case, the additional driver will still need to be present and added at the counter, but no extra payment will be required.

How can I add an additional driver(s) for my car rental booking?

Common optional extras available for your car rental booking include child seats, additional drivers, or GPS units. Car rental providers may also offer location-specific or seasonal items, such as electronic toll passes, snow chains, ski and baggage racks.Optional extras can be requested during the online booking process or added to an existing booking. To add optional extras to an existing booking, please contact our Customer Support via email support@travala.com or <a href="https://www.travala.com/" target="_blank" rel="noopener noreferrer">live chat</a>. Optional extras are usually managed by and paid directly to the car rental provider upon collection and are subject to availability.

Which optional extras are available for my car rental booking?

Please contact our Customer Support team via support@travala.com or use our <a href="https://www.travala.com/" target="_blank" rel="noopener noreferrer">live chat</a>, if you would like to request a change to the main driver.

How can I change the main driver on my car rental booking?

When you get to the car rental provider’s counter, the car rental provider may offer you additional insurance policies or products designed to reduce your security deposit. The decision of whether to purchase these additional products is entirely at your discretion.

What if the car rental provider tries to sell me one of their products?

No refunds are issued for unused rental days if you return the vehicle earlier than originally scheduled. All vehicles are reserved for the full rental period as specified in your booking.

Can I get a discount for returning my car rental earlier?

Unfortunately, a copy of your driver’s license will not be accepted at the car rental provider’s counter. You will need to present the original document at pick-up.If your license is lost or stolen after making a car rental booking through us, we recommend that you either request a name change on the reservation to someone traveling with you, or cancel the reservation, provided it remains within the cancellation window.  If you change the name of the main driver, the new driver will need to present all mandatory documentation in their own name at the counter.

Is it sufficient to present a copy of my driving license to pick up my car rental?

If your car rental booking includes limited mileage and you exceed the defined limit, the provider may apply additional costs  per km/mile. To avoid unexpected mileage charges, please review your mileage allowance before travel. For maximum flexibility, we recommend going with unlimited mileage.For details on your mileage allowance, please refer to the mileage policy applicable to your booking.

Are there additional charges for mileage on my car rental booking?

To secure the best possible rates, we recommend booking in advance and staying flexible with your choice of vehicle. Smaller, economy vehicles are typically the most affordable, though rates may fluctuate during peak travel periods and high-demand dates. Rates may also vary by pick-up location.For real-time pricing and availability, please perform a search on our website using your intended rental dates and pick-up location.

How can I get the most affordable car rental?

If you are eligible for a refund on your car rental booking, the refund will be processed based on the original payment method used to purchase your booking. <ul>
<li data-list-item-id="e67fc5ce7318ec7b5214fc5ad6410d5c0">Credit/ debit card: the refund will be returned to the card used to pay for the booking.</li>
<li data-list-item-id="e2e365b6184d195c1b5e1017143dc0d51">Cryptocurrency: the refund will be issued as Travel Credits and will be credited to your <a href="http://travala.com/">Travala.com</a> account wallet. </li>
<li data-list-item-id="ef90c19fadfe4d72956df68d1c894186d">Travel Credits: the refund will be returned as Travel Credits to your<a href="http://travala.com/">Travala.com</a> account wallet.</li>
</ul>

What are my car rental refund options?

You may request a child seat as an 'optional extra' during the online booking process. If you already have an existing booking, please contact our Customer Support team via support@travala.com or our <a href="https://www.travala.com/" target="_blank" rel="noopener noreferrer">live chat</a>.

How can I add a child seat to my car rental booking?

Before requesting a cancellation of your car rental booking, please review the cancellation policy displayed on your booking confirmation to understand the applicable terms and conditions. To request a cancellation, navigate to <a href="https://www.travala.com/my-bookings">My Bookings</a> in your Travala account and click the "Cancel booking" button in the relevant booking.If you are unable to request a booking cancellation through your account, please contact our Customer Support team via email at support@travala.com.You must request cancellation of your car rental at least 72 hours prior to your scheduled pick-up date. Once a cancellation is submitted, it cannot be reversed.

How do I cancel my car rental booking?

No. The car rental providers we work with do not accept learner's permits.You must hold a full driver's license to rent a vehicle.

Can I rent a car with a learner's permit?

If you are picking up your vehicle from an airport location, we recommend entering your flight arrival number along with the main driver’s details during the booking process to help the car rental provider track your flight.In the event of unexpected changes to your flight, the provider may hold the vehicle for you outside of your scheduled pick-up time, as long as it is still within opening hours.If your flight number is not added to the booking or you experience travel delays, please contact the car rental provider directly on the counter telephone number on your booking voucher to see if they can accommodate you.

Why do I need to enter my flight details on my car rental booking?

Yes. When performing a search, you may use our search filters to display only vehicles equipped with automatic transmission.

Can I request a vehicle with automatic transmission?

If you require an adapted or wheelchair-accessible vehicle, we recommend contacting the car rental provider directly to ensure they can accommodate your requirements. These vehicles may need to be reserved in advance.The car rental provider’s contact details are available in your booking confirmation email or on their website.

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