<table style="box-sizing: border-box; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; 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; border-collapse: collapse; height: 75px; width: 532px;">
<tbody style="box-sizing: border-box;">
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<td style="box-sizing: border-box; height: 65px; background-color: #6f6f40; width: 14.7969px;">
 
</td>
<td style="box-sizing: border-box; width: 516.203px; background-color: #fff9e5; height: 65px;">
NOTE: Only processed by CS Supervisor or Manager
</td>
</tr>
</tbody>
</table>
The attached document describes the process of updating the refund transaction value for a credit card refund in CMS. Credit card refunds are only actioned by a CS Supervisor or Manager.

CMS - Updating  the Refund Transaction Value for Credit Card Refunds

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?

We receive log in credentials from PKFare which we forward to the customer to verify their identity in order to be able to check in online. Sometimes a booking is flagged by Ryanair as an agency booking, so PKFare or their provider will rebook it, but will not provide the new details to us. 
 
If a customer reports being unable to verify their identity on Ryanair's website, avoid reiterating the same information to them. Instead, contact PK to double-check the log in credentials in case they have been changed.

PKFare - Ryanair Check-in Details

<span style="color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; 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;">This article contains the following sections:
<ul>
<li>
<a href="#01JS259FWAHYVM8TT7J2TV9A26">What is a Manual Request Refund </a>
<ul>
<li>
<a href="#h_01JS1ZFDESCJVRQEETM32XKXK6">Refundable Bookings</a>
</li>
<li>
<a href="#h_01JS1ZFAB3G30PW847X59N55HF">Non-Refundable Bookings</a>
</li>
</ul>
</li>
<li>
<a href="#01JS224BN2DRVMRCSHE0W4E212">Creating a Manual Request Refund </a>
<ul>
<li>
<a href="#01JS25B3T3N4JKW8QB3SQ56D6S">Option 1 - Add Record</a>
</li>
<li>
<a href="#01JS25BCJJK4RKXJTF371XAXS6">Option 2 - Manual Request Refund</a>
</li>
</ul>
</li>
<li>
<a href="#01JS25BSRSPH1ZWMNFF9XJR17P">Refund payout processing time</a>
</li>
<li>
<a href="#01JS25C8N84GFD4PEFXPW7FJ8S">Urgent Refund Payouts</a>
</li>
<li>
<a href="#01JS25DWWM9V03NYPHMWH6RN33">Where to See the List of Refund Requests</a>
</li>
</ul>
Related articles
<ul>
<li><a href="https://www.travala.com/help/payments-and-refunds" target="_blank" rel="noopener">FAQs - Accomodation Payments &amp; Refunds</a></li>
<li><a href="https://www.travala.com/help/activity-payments-and-refunds" target="_blank" rel="noopener">FAQs - Activities Payments &amp; Refunds</a></li>
<li><a href="https://www.travala.com/help/cancel-and-refund" target="_blank" rel="noopener">FAQs - Flights Cancel &amp; Refunds</a></li>
<li><a href="https://help.travala.com/hc/en-us/articles/900006063846" target="_blank" rel="noopener">Customer Service Team Roles</a></li>
<li><a href="https://help.travala.com/hc/en-us/articles/35707872555289-Flight-Refund-and-Void-Fees-Structure" target="_blank" rel="noopener noreferrer">Flight Refund and Void Fee Schedule</a></li>
</ul>
<h2 id="01JS259FWAHYVM8TT7J2TV9A26">What is a Manual Request Refund </h2>
The Manual Request Refund form creates a refund record for the authorised approvers to action and pay it out to the customer. Only <a href="https://help.travala.com/hc/en-us/articles/900006063846" target="_blank" rel="noopener">CS team members</a> who have Manager or Admin access to the CMS can process a refund payout to the customer. 
 
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<tbody style="box-sizing: border-box;">
<tr style="box-sizing: border-box; height: 50px;">
<td style="box-sizing: border-box; height: 65px; background-color: #c8c8c8; width: 10.0781px;">
 
</td>
<td style="box-sizing: border-box; width: 695.516px; background-color: #f1f1f1; height: 65px;">
IMPORTANT: 
The Manual Refund Request is created in CMS when an actual refund amount has been received from the provider and is ready to be paid out to the customer. If it is not created, the customer will not receive the refund. 
</td>
</tr>
</tbody>
</table>
 
<h4 id="01JS259XJJSJRJBMMDZX71H6FY">Refundable Bookings</h4>
We offer the following refund options 
<ul>
<li>
Binance Pay - <span style="color: #333333; font-family: Montserrat, sans-serif; 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; display: inline !important; float: none;">the refund will be made in USDT and will be sent to the customer's Binance Pay wallet in their Binance account.
</li>
<li>
Travel credit - Preferred option. Allocated to customer's Travala.com account. Used for bookings paid with Cryptocurrency (Nowpayments &amp; Open Node).</li>
<li>
Credit Card/Debit Card - Only if original form of payment for booking.</li>
<li>
Crypto.com Pay - Refunded back to the original cryptocurrency used to purchase the booking.</li>
<li>
USDT - Only applies for involuntary cancellation / exceptions</li>
</ul>
<table style="border-collapse: collapse; height: 134px; width: 80%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #6f6f40; width: 2.67857%;">
 
</td>
<td style="width: 97.3214%; background-color: #fff9e5; height: 65px;">
NOTE: Airline Credit Voucher
An airline may choose to refund the booking in an <a href="https://www.travala.com/help/question/what-are-my-refund-options" target="_blank" rel="noopener">airline credit voucher</a> for the customer to use towards a future booking. The credit voucher is held with the airline NOT Travala.com. 
</td>
</tr>
</tbody>
</table>
 
<h4 id="01JS25A4GDAM47DQX01ZP482RA">Non-Refundable Bookings</h4>
We only offer a refund of Travel Credits, if we receive an authorisation / waiver from a supplier to refund a non-refundable booking. This is mainly applicable to hotel bookings. 
 
<h2 id="01JS224BN2DRVMRCSHE0W4E212">Creating a Manual Request Refund </h2>
<ol>
<li>Open Order in the CMS</li>
<li>Select Manual Refund Request <img src="https://help.travala.com/hc/article_attachments/45884641655449" alt="mceclip0.png" width="561" height="76">
</li>
</ol>
There are two options for a Refund Request to be entered in CMS. 
<h3 id="01JS25B3T3N4JKW8QB3SQ56D6S">Option 1 - Add Record
</h3>
<table style="border-collapse: collapse; height: 78px; width: 80%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #6f6f40; width: 2.67857%;">
 
</td>
<td style="width: 97.3214%; background-color: #fff9e5; height: 65px;">
NOTE: 
If a refund is received from the supplier but it's not to be paid out to the customer, follow points 1-2 below only. This will create a supplier refund record in CMS showing that the refund has been received on our statement. It will not create a refund request in CMS for the approver to pay it out to the customer.
</td>
</tr>
</tbody>
</table>
 
To create a refund request for the customer using Add Record, the process follows two steps. First, create a supplier refund, then link it to the Manual Request Refund.
 
<table style="border-collapse: collapse; height: 78px; width: 80%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #6f6f40; width: 2.67857%;">
 
</td>
<td style="width: 97.3214%; background-color: #fff9e5; height: 65px;">
NOTE: 
Only use this functionality if we have received a refund from the supplier.
</td>
</tr>
</tbody>
</table>
 
<ol>
<li>Click Add Record in CMS<img src="https://help.travala.com/hc/article_attachments/45884836434585">
</li>
<li>Fill in the required fields, and then press Confirm<img src="https://help.travala.com/hc/article_attachments/31723109977625">
 
<table style="border-collapse: collapse; height: 78px; width: 100%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #c8c8c8; width: 1.42857%;">
 
</td>
<td style="width: 98.5714%; background-color: #f1f1f1; height: 65px;">
IMPORTANT:
 Change the Supplier currency if the refund is in AUD or EUR. In this case, enter the refund amount in both the original currency (Amount box, to the right of the Supplier currency box) and in USD (Amount (USD) box) using FXtop to convert
</td>
</tr>
</tbody>
</table>
 
</li>
<li>Copy the Record ID from the Supplier Refunds line that was just created from the previous step<img src="https://help.travala.com/hc/article_attachments/31723948831641">
</li>
<li>Click on Manual Request Refund and paste the Record ID number in the Link supplier refund, then click Check. This will populate the supplier side. <img src="https://help.travala.com/hc/article_attachments/31723948843417" width="748" height="307">
</li>
<li>Don't forget to fill out:
<ul>
<li>
Refund amount (USD), which is the amount to be refunded to the customer</li>
<li>Booking account holder email (not contact email)</li>
<li>Refund method</li>
<li>Refund Reason.</li>
</ul>
</li>
</ol>
 
 
<h3 id="01JS25BCJJK4RKXJTF371XAXS6">Option 2 - Manual Request Refund
</h3>
This process will create a Supplier refund record and the customer Refund request at the same time. 
 
<ol>
<li> Click Manual Request Refund in the CMS order, then click Add New Supplier Refund <img src="https://help.travala.com/hc/article_attachments/31552677357465" alt="Screenshot 2024-04-23 at 07.29.06.png">
</li>
<li>Manually select the Supplier and enter the refund amount received from the supplier. <img src="https://help.travala.com/hc/article_attachments/45885905299993">
<table style="border-collapse: collapse; height: 78px; width: 100%;">
<tbody>
<tr style="height: 50px;">
<td style="width: 98.5714%; background-color: #f1f1f1; height: 65px;">
IMPORTANT: 
Take note of Supplier currency the refund is in - example Kiwi transact in EUR - select EUR in the Supplier Currency dropdown and enter the EUR amount received from Kiwi in the Amount field. Convert EUR to USD and enter USD amount in the Amount (USD) field
</td>
</tr>
</tbody>
</table>
 
 
<table style="border-collapse: collapse; height: 78px; width: 100%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #c8c8c8; width: 1.42857%;">
 
</td>
<td style="width: 98.5714%; background-color: #f1f1f1; height: 65px;">
IMPORTANT: Exceptions
For failed or expired bookings where we have not been charged by the supplier, you will need to enter $0 in the Amount box/s. No supplier charge = no supplier refund. 
</td>
</tr>
</tbody>
</table>
 </li>
<li>Don't forget to fill out:
<ul>
<li>
Refund amount (USD), which is the amount to be refunded to the customer</li>
<li>Booking account holder email (not contact email)</li>
<li>Refund method</li>
<li>Refund Reason</li>
</ul>
</li>
</ol>
4. Press Confirm' to save
<table style="border-collapse: collapse; height: 78px; width: 97.4281%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #6f6f40; width: 2.67857%;">
 
</td>
<td style="width: 119.107%; background-color: #fff9e5; height: 65px;">
NOTE: Travala account email address 
Ensure to use the Travala account holder email address in the Customer email field, not the contact email address in the order.  
</td>
</tr>
</tbody>
</table>
 
<h3 id="01JS25BSRSPH1ZWMNFF9XJR17P">Refund payout processing time</h3>
 
USDT, Travel Credits, Binance Pay and Crypto.com - Allow up to 7 days for the refund to appear in their Travala account.
Credit Card refunds - 5-7 days, but may take longer depending on the customer's bank billing cycle.
Urgent Travel Credit refund - if the customer wants to rebook immediately, the refund can be processed immediately
 
 
<h3 id="01JS25C8N84GFD4PEFXPW7FJ8S">Urgent Refund Payouts</h3>
If a refund is to be processed to the customer urgently, in TRA_CS_Summary telegram group tag <a href="https://help.travala.com/hc/en-us/articles/900006063846" target="_blank" rel="noopener">authorised CS team member</a>, working in your shift, to request urgent refund that needs a quick action. Include in request -
<ul>
<li style="list-style-type: none;">
<ul>
<li style="list-style-type: none;">
<ul>
<li style="list-style-type: none;">
<ul>
<li>CMS order number for hotel/activity bookings</li>
<li>Supplier reference for flight bookings</li>
<li>Amount of refund</li>
<li>Customer email that is registered to Travala.com account</li>
<li>Refund option - USDT, Travel Credit, Crypto.com, Binance Pay, Credit Card</li>
<li>Reason for refund and Zendesk number</li>
</ul>
</li>
</ul>
</li>
</ul>
</li>
</ul>
example
<img src="https://help.travala.com/hc/article_attachments/45884655423129" alt="Screenshot 2023-09-26 at 11.22.36 AM.png" width="458" height="362">
 
<h3 id="01JS25DWWM9V03NYPHMWH6RN33">Where to See the List of Refund Requests</h3>
To see the Refund Request record, click on Refund Request in CMS menu on the left and select the refund method. <img src="https://help.travala.com/hc/article_attachments/45884641656601" alt="Screen Shot 2024-05-21 at 20.01.34.png">

How to Enter a Manual Refund Request in CMS

<h3 id="h_01HP1W0DZV1A2AHXTYW838HY7Z" style="box-sizing: border-box; font-family: ' Century Gothic' , sans-serif; margin-top: 0px; font-size: 18px; font-weight: 600; 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; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">Rostered Task</h3>
Currently looked after by CS Supervisor and/or Business Manager
<table style="box-sizing: border-box; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; 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; border-collapse: collapse; width: 705px;">
<tbody style="box-sizing: border-box;">
<tr style="box-sizing: border-box;">
<td style="box-sizing: border-box; width: 704px; background-color: #f6fbff;">
Access required to:
<ul style="box-sizing: border-box; list-style: outside disc; margin: 20px 0px 20px 20px; padding: 0px 0px 0px 20px;">
<li class="wysiwyg-indent1" style="box-sizing: border-box; padding-left: 10px;"><a href="https://docs.google.com/spreadsheets/d/1X73k7Buvdm5T6KpWwmEZ4MbE99ZtaieZ2J1X6hhKzqg/edit#gid=1950503401">Manual Booking Record </a></li>
<li class="wysiwyg-indent1" style="box-sizing: border-box; padding-left: 10px;"><a href="https://docs.google.com/spreadsheets/d/1COnlOk6ViiF9sVgbGtcadzV7_TKXYAi98QUTf2aNn18/edit#gid=2117671548">Sales and Metrics Report from Database</a></li>
<li class="wysiwyg-indent1" style="box-sizing: border-box; padding-left: 10px;">Telegram Group - Travelfront Wallet Payments</li>
<li class="wysiwyg-indent1" style="box-sizing: border-box; padding-left: 10px;"><a href="https://docs.google.com/spreadsheets/d/1KZ8LdkxJ1tG6ZCllEGXoQ1KwXng4dVPu1UAuJw-aFMA/edit#gid=234965796">REAP Transactions</a> or Admin Access in the REAP dashboard</li>
</ul>
</td>
</tr>
</tbody>
</table>
 
<p style="box-sizing: border-box; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; 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;">This task's purpose is to ensure that all transactions appearing on the Manual Booking Record are recorded and reconciled on the Sales and Metrics Report, which is used by Travala to track revenue. 
<p style="box-sizing: border-box; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; 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;">The intent of this task is to:
<ul style="box-sizing: border-box; list-style: outside disc; margin: 20px 0px 20px 20px; padding: 0px 0px 0px 20px; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; 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;">
<li style="box-sizing: border-box;">ensure that all transactions recorded on the Manual Booking Record are recorded on the Sales and Metrics Report </li>
<li style="box-sizing: border-box;">ensure all supplier charges (REAP, Voeja, Ratehawk etc) are correct and reconciled</li>
<li style="box-sizing: border-box;">ensure customer payments are correct and reconciled</li>
<li style="box-sizing: border-box;">process Travel Credit rollback and refunds for bookings appearing on the report, as required </li>
</ul>
<h2 id="h_01HXC7M14TJPPYG35XSS1XC0SR">Expectations</h2>
Transactions are copied from the Manual Booking Record to the Sales and Metrics Report two times a week, generally on Monday and Friday, unless it's month-end, when they need to be copied over on the last day of the month. 
 
<h2 id="h_01HXC7JWKM72B1F5NHQVYZR4AZ">Process</h2>
<h3 id="h_01HXC98EDMX09VYYX4JHD9ZS9M">Manual Booking Record </h3>
<ol>
<li>Transactions that have not been moved to the Sales Report will be blank in the Reconciled-Supplier column on the Manual booking record <img src="https://help.travala.com/hc/article_attachments/32207804219801">
</li>
<li>Count the number of outstanding transactions to ensure we capture them all<img src="https://help.travala.com/hc/article_attachments/32207772883865">
</li>
<li>Go to the Sales Rpt2 tab of the Manual Booking Record and ensure the number of outstanding transactions match (outstanding transactions will be blank in the Reconciled Supplier column)<img src="https://help.travala.com/hc/article_attachments/32207804245913" width="589" height="485">
</li>
<li>Copy the rows- colums D-Z and paste them to the Sales Report<img src="https://help.travala.com/hc/article_attachments/32207804259737">5. Once they've been copied over, go back to the Record tab on the Manual Booking Record and mark them Yes in the Reconciled Supplier Column. The colour of the rows will change to blue indicating no further changes should be made without checking with the CS supervisor or Manager as it will affect the Sales Report<img src="https://help.travala.com/hc/article_attachments/32207772898841">
</li>
</ol>
 
<h3 id="01HXC98VPT8XHVCM44M9ZMF7RG">Sales and Metrics Report </h3>
<ol>
<li>Tidy up the newly pasted rows by adding row borders</li>
<li>Ensure the Month and Year columns are correctly formatted and display correctly</li>
<li>Drag down the formula in columns T and U to calculate profit correctly <img src="https://help.travala.com/hc/article_attachments/32207963718041">
</li>
</ol>
<h2 id="h_01HXC9PG38JQRD204NG2R88KVV">Reconciliation</h2>
<h3 id="h_01HXCAFSC4K8XS73GS3Q5TQ2VA">Manual Booking Record</h3>
<ol>
<li>Rollback Travel Credits in CMS for bookings paid in TC. Once done, tick the Rollback Processed box, and enter Yes in the Customer Payment Reconciled column on the Manual Booking Record<img src="https://help.travala.com/hc/article_attachments/32208193904153"><img src="https://help.travala.com/hc/article_attachments/32208193915929">
</li>
<li>Transactions paid via EOM invoice or Payment Pending (refer Payment Gateway col N) are marked Pending in the Customer Payment Reconciled column on the Manual Booking Record<img src="https://help.travala.com/hc/article_attachments/32208669766809">
</li>
</ol>
<h3 id="h_01HXCAGHGG0AVGAT7JXA0V03R1">Sales and Metrics Report</h3>
There are two parts to reconciling the Sales and Metrics report. Customer payment, and supplier charges (cost price). You can do both parts at the same time, or independently, by splitting the transaction into a customer payment side (columns A-P) and a supplier cost price side (columns Q-W).
As soon as either part or both are checked and are correct, they are coloured blue.
<ol>
<li>Check that payments have been received for all bookings, referring to Now Payments, Stripe etc (refer Payment method and Payment ID columns). Ensure the values paid match the booking cost.</li>
<li>EOM invoices are marked in purple colour in col E (refer to previous transactions)
</li>
<li>Transactions still pending customer payment are marked in yellow as they need to be followed up. Once they're paid, both the Manual Booking Record and Sales Report need to be updated </li>
</ol>
 
<img src="https://help.travala.com/hc/article_attachments/32210941011993" width="803" height="437">
 
A legend with the colour meanings is noted in the Sales and Metrics Report, if needed. 
 
<img src="https://help.travala.com/hc/article_attachments/32211133317529" width="570" height="195">
 
 
 
<table style="box-sizing: border-box; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; 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; border-collapse: collapse; height: 78px; width: 705.594px;">
<tbody style="box-sizing: border-box;">
<tr style="box-sizing: border-box; height: 50px;">
<td style="box-sizing: border-box; height: 65px; background-color: #c8c8c8; width: 10.0781px;">
 
 
</td>
<td style="box-sizing: border-box; width: 695.516px; background-color: #f1f1f1; height: 65px;">
IMPORTANT: 
Both reports must reflect the same information. If data in one report is amended, the other one must be amended as well. For example, if a supplier cost price needs to be amended, it must be amended on both reports. 
</td>
</tr>
</tbody>
</table>

Manual Booking Record & Sales and Metrics Report Reconciliation

Customers will use the WAAS withdrawal facility when they want to transfer funds from 
<ol>
<li>
Travala.com wallet address to Travala.com wallet address/Binance wallet address Transfer type is: External TXID: Yes, format: internal transaction + [id transaction of Binance] ( without link URL) 
</li>
<li>
Travala.com wallet address to another wallet address (not Binance) Transfer type is: External TXID: Yes, TXID on the blockchain with the URL link</li>
</ol>
 
This article contains the following sections:
<ul>
<li><a href="#h_01H8FHJWRPK5GN8TWJ9GD8EHJY" target="_self">Accepted Tokens/Coins &amp; Networks in WAAS</a></li>
<li><a href="#h_01H8G168BCGZQRR6GTZBCG7Q73" target="_self">Withdrawal Minimum &amp; Maximum Amounts</a></li>
<li><a href="#h_01H8JHKM97CBRQKQBKFNKV0PZ8" target="_self">Notifications</a></li>
<li><a href="#h_01H8GAP24AXRW2QH8T7F88WXWZ" target="_self">Transaction Fees</a></li>
</ul>
 
Links to other articles:
<ul>
<li><a href="https://help.travala.com/hc/en-us/articles/22095674950169" target="_blank" rel="noopener">WAAS - Wallet As A Service</a></li>
<li><a href="https://help.travala.com/hc/en-us/articles/22117966455833" target="_self">WAAS - Deposits</a></li>
<li><a href="https://help.travala.com/hc/en-us/articles/22133152820633" target="_blank" rel="noopener">WAAS - Payment Method My Wallet</a></li>
<li><a href="https://help.travala.com/hc/en-us/articles/22568406568729" target="_blank" rel="noopener">WAAS - Binance Escalation of Issues</a></li>
</ul>
 
<h2 id="h_01H8FHJWRPK5GN8TWJ9GD8EHJY">Accepted Tokens/Coins &amp; Networks in WAAS</h2>
<table style="border-collapse: collapse; width: 100%; height: 35px;" border="1">
<tbody>
<tr style="height: 35px;">
<td style="width: 7%; border-color: #ffffff; height: 35px;"><img src="https://help.travala.com/hc/article_attachments/22124972309913" alt="icons8-video-48.png" width="30" height="30"></td>
<td style="width: 93%; border-color: #ffffff; height: 35px;"><a href="https://drive.google.com/file/d/1uwrkgMcxSFeFyLQuFoYyydCs5h6Pf5Pn/view?usp=drive_link" target="_blank" rel="noopener">Video [44secs] WAAS - Withdrawals Tokens &amp; Networks</a></td>
</tr>
</tbody>
</table>
Customers can withdraw the following tokens/coins using the networks listed below:
<div></div>
<div>
<table style="border-collapse: collapse; height: 176px; width: 100%; border-color: #d9d9d9;" border="1">
<tbody>
<tr style="height: 22px;">
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;"> </td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px; background-color: #005da7;">ERC20</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px; background-color: #005da7;">BTC</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px; background-color: #005da7;">BEP20</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px; background-color: #005da7;">BEP2</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px; background-color: #005da7;">TRC20</td>
</tr>
<tr style="height: 22px;">
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px; background-color: #f8f8f8;">AVA</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;">
X
</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;"> </td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;"> </td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;"> </td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;"> </td>
</tr>
<tr style="height: 22px;">
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px; background-color: #f8f8f8;">BTC</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;"> </td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;">X</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;"> </td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;"> </td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;"> </td>
</tr>
<tr style="height: 22px;">
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px; background-color: #f8f8f8;">FDUSD</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;">X</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;"> </td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;">X</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;"> </td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;"> </td>
</tr>
<tr style="height: 22px;">
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px; background-color: #f8f8f8;">TUSD</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;">X</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;"> </td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;">X</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;">X</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;">X</td>
</tr>
<tr style="height: 22px;">
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px; background-color: #f8f8f8;">BNB</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;"> </td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;"> </td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;">X</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;">X</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;"> </td>
</tr>
<tr style="height: 22px;">
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px; background-color: #f8f8f8;">USDT</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;">X</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;"> </td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;">X</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;">X</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;">X</td>
</tr>
<tr style="height: 22px;">
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px; background-color: #f8f8f8;">USDC</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;">X</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;"> </td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;">X</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;">X</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;">X</td>
</tr>
</tbody>
</table>
</div>
 
<h2 id="h_01H8G168BCGZQRR6GTZBCG7Q73">Withdrawal Minimum &amp; Maximum Amounts</h2>
Maximum amounts for withdrawals is US5,000 within 24 hours. There is no minimum amounts for withdrawals, it should be calculated as: Withdrawals Amount = Pending Balance - Network Fee.
<img src="https://help.travala.com/hc/article_attachments/28200634018073" alt="Screen Shot 2024-01-30 at 12.35.09.png">
 
<h2 id="h_01H8JHKM97CBRQKQBKFNKV0PZ8">Notifications</h2>
The Network You Chose Support Memos
A warning popup will display when the customer wants to withdraw funds from their BEP2 wallet address. The warning is to reminder customers that some wallets require a Memo when depositing to a BEP2 wallet.
It is the customers responsibility to check if the wallet receiving the funds requires a Memo. The customer must click on confirm before they can continue with the withdrawal.
e.g. Withdraw from: Travala.com wallet (BEP2)        Deposit to: external wallet (BEP2) <img style="height: 281px; width: 439px;" src="https://help.travala.com/hc/article_attachments/28200734993817">
 
<table style="border-collapse: collapse; height: 78px; width: 80%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #6f6f40; width: 2.67857%;">
 
</td>
<td style="width: 97.3214%; background-color: #fff9e5; height: 65px;">
NOTE: Missing or Incorrect Memo
If the customer didn't add the Memo or entered an incorrect Memo, they will need to contact the wallet the funds were transferred to. 
Unfortunately there is nothing we can do to help retrieve the funds or stop the transfer for the customer. 
</td>
</tr>
</tbody>
</table>
 
 
 The Network You Selected is xxx
<table style="border-collapse: collapse; width: 100%; height: 35px;" border="1">
<tbody>
<tr style="height: 35px;">
<td style="width: 7%; border-color: #ffffff; height: 35px;"><img src="https://help.travala.com/hc/article_attachments/22124972309913" alt="icons8-video-48.png" width="30" height="30"></td>
<td style="width: 93%; border-color: #ffffff; height: 35px;"><a href="https://drive.google.com/file/d/1eDzYuNa8i20f_Rwap0W6rmurV3IcH7Zq/view?usp=drive_link" target="_blank" rel="noopener">Video [2min 9secs] WAAS - Selecting the Correct Network</a></td>
</tr>
</tbody>
</table>
The wallet address of the network ERC20 and BEP20 are the same, they both start with the prefix 0x. In some cases the customer may select the incorrect network which may result in loss of funds.
The customer will see a warning popup reminding customers to check if they have selected the correct network.
e.g. Customer wishes to withdraw BNB and deposit into a BEP20 network. If the customer made a mistake and should have selected ERC20 they can close this popup warning and reselect the network.
<img style="height: 259px; width: 438px;" src="https://help.travala.com/hc/article_attachments/28200735007385">
 
<h2 id="h_01H8GAP24AXRW2QH8T7F88WXWZ">Transaction Fees</h2>
Transaction fees DO apply
If the customer withdraws to a wallet address outside the Binance system.
 Transaction fees DO NOT apply
If the customer withdraws to a wallet address inside the Binance system.
<ol>
<li style="list-style-type: none;">
<ol>
<li>Travala.com wallet address to Travala.com wallet address</li>
<li>Travala.com wallet address to Binance wallet address</li>
</ol>
</li>
</ol>

WAAS - Withdrawals

<table style="box-sizing: border-box; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; 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; border-collapse: collapse; width: 273.156px; height: 29px;" border="1">
<tbody style="box-sizing: border-box;">
<tr style="box-sizing: border-box;">
<td class="wysiwyg-indent2" style="box-sizing: border-box; padding: 10px; width: 272.156px; color: #3f2f4c; background-color: #ffd4f7; border-color: #ffffff; text-align: center; vertical-align: middle;">T R A V A L A  C O N C I E R G E</td>
</tr>
</tbody>
</table>
 
<p style="box-sizing: border-box; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; 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: #121212; font-family: ' Hilton Sans' , system-ui, -apple-system, ' system-ui' , Inter, Arial, ' Helvetica Neue' , ' Noto Sans' , sans-serif, ' Apple Color Emoji' , ' Segoe UI Emoji' , ' Segoe UI Symbol' , ' Noto Color Emoji' font-size:20px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: center; 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;">Exclusive rates and stays for clients at Waldorf Astoria, Conrad, LXR, NoMad and Signia hotels and resorts.
 
<p style="box-sizing: border-box; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; 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;">This article contains the following sections:
<ul style="box-sizing: border-box; list-style: outside disc; margin: 20px 0px 20px 20px; padding: 0px 0px 0px 20px; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; 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;">
<li style="box-sizing: border-box;"><a style="box-sizing: border-box; background-color: transparent; color: #1e2e5e; text-decoration: underline;" href="#h_01JJ4Q22J1B10ZJK8SWR45NEXH">Account Access</a></li>
<li style="box-sizing: border-box;"><a style="box-sizing: border-box; background-color: transparent; color: #1e2e5e; text-decoration: underline;" href="#h_01JJ4Q22J15C7TZ0G9Z4HZW44G">Contact Details</a></li>
<li style="box-sizing: border-box;"><a style="box-sizing: border-box; background-color: transparent; color: #1e2e5e; text-decoration: underline;" href="#h_01JJ4Q22J1YQREWXF5H3PSPGJY">Learning Guides</a></li>
<li style="box-sizing: border-box;"><a style="box-sizing: border-box; background-color: transparent; color: #1e2e5e; text-decoration: underline;" href="#h_01JJ4Q22J102CB5NBP4PN1JRNR">Supplier Information</a></li>
</ul>
<h2 id="h_01JJ4Q22J1B10ZJK8SWR45NEXH" style="box-sizing: border-box; font-family: ' Century Gothic' , sans-serif; margin-top: 0px; font-size: 22px; 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; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; color: #220a32;">Account Access</h2>
<table style="box-sizing: border-box; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; 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; border-collapse: collapse; border: 1px #ffffff; width: 705.594px; height: 63px;" border="1" cellpadding="10px">
<tbody style="box-sizing: border-box;">
<tr style="box-sizing: border-box; height: 21px;">
<td style="box-sizing: border-box; width: 248.609px; color: #220a32; border-color: #dddddd;">Portal Link</td>
<td style="box-sizing: border-box; width: 455.984px; height: 21px; border-color: #dddddd;"><a href="https://www.hilton.com/en/portal/travel-agents/hilton-for-luxury/" target="_blank" rel="noopener noreferrer">Hilton</a></td>
</tr>
<tr style="box-sizing: border-box; height: 21px;">
<td style="box-sizing: border-box; width: 248.609px; color: #220a32; border-color: #dddddd;">Username</td>
<td style="box-sizing: border-box; width: 455.984px; height: 21px; border-color: #dddddd;">Your individual Travala email address</td>
</tr>
<tr style="box-sizing: border-box; height: 21px;">
<td style="box-sizing: border-box; width: 248.609px; color: #220a32; border-color: #dddddd;">Password</td>
<td style="box-sizing: border-box; width: 455.984px; height: 21px; border-color: #dddddd;"> </td>
</tr>
<tr style="box-sizing: border-box;">
<td style="box-sizing: border-box; width: 248.609px; color: #220a32; border-color: #dddddd;">Credit Line</td>
<td style="box-sizing: border-box; width: 455.984px; border-color: #dddddd;">REAP to secure the booking</td>
</tr>
<tr style="box-sizing: border-box;">
<td style="box-sizing: border-box; width: 248.609px; color: #220a32; border-color: #dddddd;">Commission</td>
<td style="box-sizing: border-box; width: 455.984px; border-color: #dddddd;">Paid via TACS after check out</td>
</tr>
</tbody>
</table>
<p style="box-sizing: border-box; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; 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;"> 
<h2 id="h_01JJ4Q22J15C7TZ0G9Z4HZW44G" style="box-sizing: border-box; font-family: ' Century Gothic' , sans-serif; margin-top: 0px; font-size: 22px; 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; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; color: #220a32;">Contact Details</h2>
<table style="box-sizing: border-box; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; 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; border-collapse: collapse; border: 1px #dddddd; height: 104px; width: 705.594px;" border="1" cellpadding="10px">
<tbody style="box-sizing: border-box;">
<tr style="box-sizing: border-box; height: 21px;">
<td style="box-sizing: border-box; width: 248.609px; height: 21px; color: #220a32;">Email</td>
<td style="box-sizing: border-box; width: 455.984px; height: 21px;"> </td>
</tr>
<tr style="box-sizing: border-box;">
<td style="box-sizing: border-box; width: 248.609px; height: 21px; color: #220a32;">Phone</td>
<td style="box-sizing: border-box; width: 455.984px; height: 21px;"> </td>
</tr>
<tr style="box-sizing: border-box;">
<td style="box-sizing: border-box; width: 248.609px; color: #220a32;">Website</td>
<td style="box-sizing: border-box; width: 455.984px;"> </td>
</tr>
</tbody>
</table>
<p style="box-sizing: border-box; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; 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;"> 
<h2 id="h_01JJ4Q22J1YQREWXF5H3PSPGJY" style="box-sizing: border-box; font-family: ' Century Gothic' , sans-serif; margin-top: 0px; font-size: 22px; 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; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; color: #220a32;">Learning Guides</h2>
<h3 id="h_01JV7CQ0VSZQG4QGHYD9ECEA2R">How to Find Hotel Contacts</h3>
Once logged in the portal, scroll to find More ways to contact us
Then select Hotel teams
<img src="https://help.travala.com/hc/article_attachments/46914433469081">
<p style="box-sizing: border-box; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; 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;"> 
<p style="box-sizing: border-box; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; 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;"> 
<h2 id="h_01JJ4Q22J102CB5NBP4PN1JRNR" style="box-sizing: border-box; font-family: ' Century Gothic' , sans-serif; margin-top: 0px; font-size: 22px; 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; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; color: #220a32;">Supplier Information</h2>
<p style="box-sizing: border-box; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; 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;">

Hilton Luxury / Impresario

Linked with articles:
<ol>
<li><a href="https://help.travala.com/hc/en-us/articles/4409103466905-Travel-Credits-How-to-do-a-Rollback-or-Booking-Charge" target="_blank" rel="noopener noreferrer">Travel Credits - How to do a Rollback or Booking Charge</a></li>
</ol>
 
<table style="border-collapse: collapse; width: 100%;">
<tbody>
<tr>
<td style="width: 100%; background-color: #f6fbff;">
You will require access to:
<ul>
<li class="wysiwyg-indent1">CMS</li>
</ul>
</td>
</tr>
</tbody>
</table>
This functionality is only available to team members with CMS manager / admin access.
 
The Transaction Reversal functionality allows CS team to reverse an entire travel credit or promo credit transaction. 
 
<h2 id="h_01J854KDFPZND4Y7Z4Z1WNH7DF">How to Reverse a Transaction</h2>
<ol>
<li>Log into CMS and search for the Customer by their email address to find their account</li>
<li>In the account, click on Credits tab
</li>
<li>Select Transaction Reversal from the Transaction Type drop down list</li>
<li>Enter Transaction No. and click Check Transaction <img src="https://help.travala.com/hc/article_attachments/37901076577689" width="602" height="212">
</li>
<li>The dialog will fetch details about the targeted transaction 
<ul>
<li>Transaction details:
<ul>
<li>Transaction No.</li>
<li>External TxID</li>
<li>Booking ID</li>
<li>Type</li>
<li>Method</li>
<li>Currency</li>
<li>Amount</li>
<li>Status</li>
<li>Created Time</li>
</ul>
</li>
</ul>
</li>
<li>Fill in all required fields (Note)</li>
<li>Click Submit -  a confirmation email will be sent to CS user’s email for confirmation</li>
<li>Confirm the transaction via email </li>
</ol>
<h3 id="h_01J854JQA2NWEF17JGD42FYFS1">Error messages</h3>
<ul>
<li>No transaction found: No Travel Credits/Promo Credits transaction found! Please double-check the Transaction No. and try again.
</li>
<li>Transaction credits have been used: Credits Used! This transaction involves credits already applied to another booking. Rollback is not possible
</li>
</ul>
<img src="https://help.travala.com/hc/article_attachments/37901069459097" width="602" height="228">
 
 
<h2 id="h_01J854R3WSV82RRHNGJW49VG8V">Transaction Reversal Quick Action</h2>
A quick action button appears next to each Successful Credit Refund transaction in an order's transaction list. Click the Reverse button to initiate the Transaction Reversal directly within the order.
<img src="https://help.travala.com/hc/article_attachments/37901069459865" width="602" height="331">
<ol>
<li>Go to a specific order &gt; Scroll to Customer Transactions
</li>
<li>Click the Reverse button next to the targeted refund transaction</li>
<li>The Transaction Reversal dialog will be opened with Transaction type and Transaction No. prefilled, uneditable</li>
</ol>
<img src="https://help.travala.com/hc/article_attachments/37901069460121" width="602" height="208">
<ol>
<li>Fill in all required fields (Note)</li>
<li>Click Submit, a confirmation email will be sent to the user’s email for confirmation</li>
<li>Confirm the transaction via email  </li>
</ol>
 
<h2 id="h_01J854X2NVDSP9ARVSHBK498WK">Successful transaction reversal display</h2>
A successful transaction reversal will be displayed as per below
<ol>
<li>As one transaction under the Customers/Credit tab</li>
<li>As one transaction under the Order/Customer Transactions (If the reversal related to a transaction in a booking)</li>
<li>Internal Note of associated booking.</li>
</ol>
<ul>
<li>Format:</li>
</ul>
<div>
<table style="width: 100%;">
<colgroup><col></colgroup>
<tbody>
<tr>
<td>
{Date}
User: {email}
Value update: Reverse {original transaction type} transaction of {amount} {credit type} for {user ID}
Detail:
Amount: {amount}
Original transaction date: {date}
Note: {note}
</td>
</tr>
</tbody>
</table>
</div>
 
<ul>
<li>Example:</li>
</ul>
<div>
<table style="width: 100%;">
<colgroup><col></colgroup>
<tbody>
<tr>
<td>
Apr/11/2024 06:09 User: <a href="mailto:zom@travala.com">zom@travala.com </a>Value update: Reverse Refund transaction of 100 Travel credits for 1246dfj1249asfb3058
Detail:
Amount: 100
Original transaction date: Apr/12/2024 08:10
Note: Reverse TC refund to refund in USDT
</td>
</tr>
</tbody>
</table>
</div>

Travel Credits - How to Reverse a Transaction

<a name="back%20to%20top"></a>
Links within article
<ul>
<li><a href="https://help.travala.com/hc/en-us/articles/28503431785113-VOEJA-US-Booking-and-Ticketing-Process">VOEJA.US - Booking and Ticketing Process</a></li>
</ul>
This article contains the following sections:
<ul>
<li><a href="#h_01F3Q40RGC7P9STAGQRAM01Z0Y" target="_self">Account Access</a></li>
<li><a href="#h_01F3Q410FZ1F9DVCJE5EMG68Z8" target="_self">Contact Details</a></li>
<li><a href="#h_01F3Q41KN5QAB47DYTG9MHGWRT" target="_self">Learning Guides</a></li>
<li><a href="#h_01F3Q41KN5QAB47DYTG9MHGWRT" target="_self">Supplier Information</a></li>
</ul>
 
<table style="border-collapse: collapse; height: 78px; width: 80%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #6f6f40; width: 3.96875px;">
 
</td>
<td style="width: 533.031px; background-color: #fff9e5; height: 65px;">
NOTE: Client Portal
This portal is to be used only to check invoices and payments
</td>
</tr>
</tbody>
</table>
<h2 id="h_01F3Q40RGC7P9STAGQRAM01Z0Y">Account Access</h2>
<table style="border-collapse: collapse; border: 1px #dddddd; width: 100%;" border="1" cellpadding="10px">
<tbody>
<tr>
<td style="width: 35%; background-color: #f6fbff;">Portal Link</td>
<td style="width: 65%; background-color: #f6fbff;"><a href="https://books.voeja.us/portal/voejaus/login">Voeja.US</a></td>
</tr>
<tr>
<td style="width: 35%; background-color: #f6fbff;">Username</td>
<td style="width: 65%; background-color: #f6fbff;">support@travala.com</td>
</tr>
<tr>
<td style="width: 35%; background-color: #f6fbff;">Password</td>
<td style="width: 65%; background-color: #f6fbff;">Concierge24@</td>
</tr>
<tr>
<td style="width: 35%; background-color: #f6fbff;">Credit Line</td>
<td style="width: 65%; background-color: #f6fbff;">Account</td>
</tr>
<tr>
<td style="width: 35%; background-color: #f6fbff;">Commission</td>
<td style="width: 65%; background-color: #f6fbff;">attached</td>
</tr>
</tbody>
</table>
 
<h2 id="h_01F3Q410FZ1F9DVCJE5EMG68Z8">Contact Details</h2>
<table style="border-collapse: collapse; border: 1px #dddddd; width: 100%; height: 83px;" border="1" cellpadding="10px">
<tbody>
<tr style="height: 21px;">
<td style="width: 35.2857%; height: 21px;">Phone</td>
<td style="width: 64.8572%; height: 21px;">+1(786) 612-4021</td>
</tr>
<tr style="height: 21px;">
<td style="width: 35.2857%; height: 21px;">Email (ticketing / booking support)</td>
<td style="width: 64.8572%; height: 21px;">partner@voeja.us</td>
</tr>
</tbody>
</table>
 
Refunds
<table style="border-collapse: collapse; border: 1px #dddddd; width: 691.919px;" border="1" cellpadding="10px">
<tbody>
<tr>
<td style="width: 218.958px;">Lodge Refund Request</td>
<td style="width: 449.618px;">email</td>
</tr>
<tr>
<td style="width: 218.958px;">Refund-related Query</td>
<td style="width: 449.618px;">email</td>
</tr>
</tbody>
</table>
 
<h2 id="h_01F3Q41KN5QAB47DYTG9MHGWRT">Learning Guides</h2>
<img src="https://help.travala.com/hc/article_attachments/28985089384089">
 
<h2 id="01HQ32BPBX6N51H5R838GMCPYW">Supplier Information</h2>
Departmental contact details
<table style="border-collapse: collapse; width: 100%; height: 88px;" border="1">
<tbody>
<tr style="height: 22px;">
<td style="width: 19.7619%; height: 22px;">Fernando Teixeira</td>
<td style="width: 22.6667%; height: 22px;">fernando@voeja.us</td>
<td style="width: 24.2381%;">CEO</td>
<td style="width: 33.3333%; height: 22px;">Always loves remaining connected to all partnerships.</td>
</tr>
<tr style="height: 22px;">
<td style="width: 19.7619%; height: 22px;">Kevin Richardson</td>
<td style="width: 22.6667%; height: 22px;">kevin@voeja.us</td>
<td style="width: 24.2381%;">Partnerships &amp; Communications Manager</td>
<td style="width: 33.3333%; height: 22px;">Kevin oversees Travala's partnership with João to ensure that Voeja are following through on their commitments </td>
</tr>
<tr style="height: 22px;">
<td style="width: 19.7619%; height: 22px;">João Hachmann</td>
<td style="width: 22.6667%; height: 22px;">jh@voeja.us</td>
<td style="width: 24.2381%;">Account Relations Manager</td>
<td style="width: 33.3333%; height: 22px;">João specializes in assisting your team members 1:1 for any travel needs.</td>
</tr>
<tr style="height: 22px;">
<td style="width: 19.7619%; height: 22px;">Suzana Soares</td>
<td style="width: 22.6667%; height: 22px;">suzana@voeja.us</td>
<td style="width: 24.2381%;">General Manager</td>
<td style="width: 33.3333%; height: 22px;">Point of contact for any accounting and finance related matters.</td>
</tr>
<tr>
<td style="width: 19.7619%;">Piter Machado</td>
<td style="width: 22.6667%;">piter@voeja.us</td>
<td style="width: 24.2381%;">IT Manager</td>
<td style="width: 33.3333%;">Main connection to all technology-related questions and support.</td>
</tr>
</tbody>
</table>

Voeja.US Client Portal

<table style="border-collapse: collapse; width: 38.7137%; height: 29px;" border="1">
<tbody>
<tr>
<td class="wysiwyg-indent2" style="width: 100%; color: #3f2f4c; background-color: #ffd4f7; border-color: #ffffff; padding: 10px; text-align: center; vertical-align: middle;">T R A V A L A  C O N C I E R G E</td>
</tr>
</tbody>
</table>
 
<a name="back%20to%20top"></a>This article is linked with: 
<ul>
<li><a href="https://help.travala.com/hc/en-us/articles/4415141492633/live_preview/01JJ4KSEVX2MAT39M873KGQP1Q" target="_blank" rel="noopener noreferrer">Creating Zendesk Knowledge Articles - Standards and Expectations</a></li>
<li><a href="https://help.travala.com/hc/en-us/articles/23910726192409-Template-Supplier" target="_blank" rel="noopener noreferrer">Template - Suppliers</a></li>
<li><a href="https://help.travala.com/hc/en-us/articles/28245101799321-Template-Tables" target="_blank" rel="noopener noreferrer">Template - Tables</a></li>
<li>
<ul style="box-sizing: border-box; list-style: none; margin: 0px; padding: 0px; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; 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;">
<li style="box-sizing: border-box;"><a class="sidenav-item " style="box-sizing: border-box; background-color: transparent; color: #1e2e5e; text-decoration: none; display: block; margin-top: 10px; margin-bottom: 16px; overflow: hidden; text-overflow: ellipsis;" href="https://help.travala.com/hc/en-us/articles/18317759850137-Templates-Important-Tip-Note-text-boxes">Templates - Important, Tip &amp; Note text boxes</a></li>
<li style="box-sizing: border-box;"> </li>
</ul>
</li>
</ul>
&lt;insert summary about supplier - Private jet, luxury homes etc&gt;
This article contains the following sections:
<ul>
<li><a href="#h_01F3Q40RGC7P9STAGQRAM01Z0Y" target="_self">Account Access</a></li>
<li><a href="#h_01F3Q410FZ1F9DVCJE5EMG68Z8" target="_self">Contact Details</a></li>
<li><a href="#h_01F3Q41KN5QAB47DYTG9MHGWRT" target="_self">Learning Guides</a></li>
<li><a href="#h_01F3Q41KN5QAB47DYTG9MHGWRT" target="_self">Supplier Information</a></li>
</ul>
<h2 id="h_01JJ4Q22J1B10ZJK8SWR45NEXH" style="color: #220a32;">Account Access</h2>
<table style="border-collapse: collapse; border: 1px #ffffff; width: 100%; height: 63px;" border="1" cellpadding="10px">
<tbody>
<tr style="height: 21px;">
<td style="width: 35.2857%; color: #220a32; border-color: #dddddd;">Portal Link</td>
<td style="width: 94.7143%; height: 21px; border-color: #dddddd;"> </td>
</tr>
<tr style="height: 21px;">
<td style="width: 35.2857%; color: #220a32; border-color: #dddddd;">Username</td>
<td style="width: 94.7143%; height: 21px; border-color: #dddddd;"> </td>
</tr>
<tr style="height: 21px;">
<td style="width: 35.2857%; color: #220a32; border-color: #dddddd;">Password</td>
<td style="width: 94.7143%; height: 21px; border-color: #dddddd;"> </td>
</tr>
<tr>
<td style="width: 35.2857%; color: #220a32; border-color: #dddddd;">Credit Line</td>
<td style="width: 94.7143%; border-color: #dddddd;"> </td>
</tr>
<tr>
<td style="width: 35.2857%; color: #220a32; border-color: #dddddd;">Commission</td>
<td style="width: 94.7143%; border-color: #dddddd;"> </td>
</tr>
</tbody>
</table>
 
<h2 id="h_01JJ4Q22J15C7TZ0G9Z4HZW44G" style="color: #220a32;">Contact Details</h2>
<table style="border-collapse: collapse; border: 1px #dddddd; height: 104px; width: 100%;" border="1" cellpadding="10px">
<tbody>
<tr style="height: 21px;">
<td style="width: 35.2857%; height: 21px; color: #220a32;">Email</td>
<td style="width: 64.8572%; height: 21px;"> </td>
</tr>
<tr>
<td style="width: 35.2857%; height: 21px; color: #220a32;">Phone</td>
<td style="width: 64.8572%; height: 21px;"> </td>
</tr>
<tr>
<td style="width: 35.2857%; color: #220a32;">Website</td>
<td style="width: 64.8572%;"> </td>
</tr>
</tbody>
</table>
 
<h2 id="h_01JJ4Q22J1YQREWXF5H3PSPGJY" style="color: #220a32;">Learning Guides</h2>
n/a
 
<h2 id="h_01JJ4Q22J102CB5NBP4PN1JRNR" style="color: #220a32;">Supplier Information</h2>

Template - Concierge

The Travala Finance team is responsible for monitoring supplier credits and organising top ups.
In the event that a supplier credit runs extremely low or runs out completely, please follow the below process. 
 
<strong style="box-sizing: border-box; font-weight: bolder; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; 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; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">CS Team Workflow
1. Notify Business Manager in the Travala.com Operations TG channel
if they're not available or away and it's urgent,
2. Notify CS supervisors in the same channel, 
if they're not available and it's urgent,
3. Notify Charles from Finance in the TravelFront Wallet Payments TG channel, advising which supplier is affected @charlesgreniergreen

Supplier Credit Top Up Process

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?

<h2 id="h_01HVRMJSXFP06NMMKFPA5709XV">Duffel Flight Exceptions - On Hold Functionality</h2>
This below process applies to all Duffel booking exceptions
When you receive a Duffel exception, please check:
<ol>
<li>Has an On Hold order been created in the Duffel dashboard If so, Approve or Reject the offer If you Approve it and the booking is confirmed in the dashboard, there is no need to create a new booking manually, just update the PNRs and booking details in CMS 
</li>
<li>If there is no On Hold order, use the filter functionality and search for pax name, creation date etc. to avoid creating a possible duplicate booking</li>
</ol>
<table style="border-collapse: collapse; height: 65px; width: 80%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #6f6f40; width: 2.67857%;">
 
</td>
<td style="width: 97.3214%; background-color: #fff9e5; height: 65px;">
NOTE: 
Duffel doesn't support On Hold order for all airlines/flights.
</td>
</tr>
</tbody>
</table>
<h2 id="h_01HVRPX03PJF5AYT2QTKZZ8F0R"> </h2>
<h2 id="h_01HVRPPX3GVE23P8R46VGN8REH">On Hold Order Types</h2>
There are two types of On Hold order:
<ol>
<li>Hold space only - price is not guaranteed and can change, holding space only</li>
<li>Hold price and space - both price and space are guaranteed, the hold tie is often shorter</li>
</ol>
 
<h2 id="h_01HVRPX03PQGDNYJ78M0GFZM9E">When On Hold Order Payment Fails</h2>
In some cases, when you try to approve an order that is on hold in the Duffel dashboard, the payment will fail, and the status may also change to expired. 
 
You may see this message: 
<img src="https://help.travala.com/hc/article_attachments/31379015074073" alt="telegram-cloud-photo-size-5-6100487237486624978-x.jpg" width="586" height="175">
 
Booking status has changed to Expired
 
<img src="https://help.travala.com/hc/article_attachments/31379004944409" alt="Screenshot 2024-04-09 at 7.02.29 PM.png">
 
 
Do Not create a new order!
 
<table style="border-collapse: collapse; height: 78px; width: 100%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #c8c8c8; width: 1.42857%;">
 
 
 
</td>
<td style="width: 98.5714%; background-color: #f1f1f1; height: 65px;">
IMPORTANT: Duplicate bookings
On hold bookings with the above payment error may actually be confirmed and we would create a duplicate order. 
</td>
</tr>
</tbody>
</table>
 
Contact Duffel to check if an order has been confirmed in the background. Only create a new order if Duffel confirms the booking actually failed / expired and there is no live booking.

Duffel On-hold Functionality / Flight Exceptions

<a name="back%20to%20top"></a>
<table style="border-collapse: collapse; width: 100%;">
<tbody>
<tr>
<td style="width: 100%; background-color: #f6fbff;">
You will require access to:
<ul>
<li class="wysiwyg-indent1">Telegram</li>
<li class="wysiwyg-indent1">Slack</li>
</ul>
</td>
</tr>
</tbody>
</table>
 
Travala.com communicate through a variety of communication channels. It is important the correct communication is selected to ensure the message is received by the relevant team.
P1! is of high importance and priority. These tasks must be completed in each shift without fail to avoid customer complaints and financial losses.
 
This article contains the following sections:
<ul>
<li><a href="#h_01F63ZJ2BVKGR3KA4ED4JVG24S" target="_self">Internal</a></li>
<li><a href="#h_01F63ZJCMBYP46CM6020MBJK0G" target="_self">Public Announcements</a></li>
</ul>
Related articles
<ul>
<li><a href="https://help.travala.com/hc/en-us/articles/900006059926" target="_blank" rel="noopener">Customer Service - Daily Checklist</a></li>
</ul>
 
<h2 id="h_01F63ZJ2BVKGR3KA4ED4JVG24S">Internal</h2>
Slack
<table style="border-collapse: collapse; border: 1px #ffffff; width: 100%; height: 515px;" border="1" cellpadding="10px">
<tbody>
<tr style="height: 22px;">
<td style="width: 40%; background-color: #073763; height: 22px;">
Group name
</td>
<td style="width: 12%; background-color: #2d2d4f; height: 22px;">
Channel
</td>
<td style="width: 48%; background-color: #2d2d4f; height: 22px;">
Reason
</td>
</tr>
<tr style="height: 44px;">
<td style="width: 40%; background-color: #cfe2f3; height: 44px;">#booking_updates</td>
<td style="width: 12%; background-color: #f8f8f8; height: 44px;">Slack</td>
<td style="width: 48%; background-color: #f8f8f8; height: 44px;">
Restricted Group Twice weekly booking revenue stats</td>
</tr>
<tr style="height: 331px;">
<td style="width: 40%; background-color: #cfe2f3; height: 310px;">
#bug-report
(Directly integrated in Zendesk)
</td>
<td style="width: 12%; background-color: #f8f8f8; height: 310px;">Slack</td>
<td style="width: 48%; background-color: #f8f8f8; height: 310px;">
Report any system issues:
@chris - CMS front end (FE)
@ethan - CMS back end (BE) 
@moon - QC testing
@alan pham - Any payment issues (
Wallet, Payment, Email, Blockchain, TravalaPay)
@chris - UI (user Interface) Travala.com
@julia - Priority Pass issues
@andy &amp; @kent - cc into everything @test-team - automatically cc'd
</td>
</tr>
<tr style="height: 44px;">
<td style="width: 40%; background-color: #cfe2f3; height: 44px;">#everyone</td>
<td style="width: 12%; background-color: #f8f8f8; height: 44px;">Slack</td>
<td style="width: 48%; background-color: #f8f8f8; height: 44px;">
Company-wide announcements and work-based matters
</td>
</tr>
<tr style="height: 22px;">
<td style="width: 40%; background-color: #cfe2f3; height: 22px;">#flight-bookings-notifications</td>
<td style="width: 12%; background-color: #f8f8f8; height: 22px;">Slack</td>
<td style="width: 48%; background-color: #f8f8f8; height: 22px;">
Track API flight booking notifications
</td>
</tr>
<tr style="height: 22px;">
<td style="width: 40%; background-color: #cfe2f3; height: 22px;">#flight-bookings-issues</td>
<td style="width: 12%; background-color: #f8f8f8; height: 22px;">Slack</td>
<td style="width: 48%; background-color: #f8f8f8; height: 22px;">
 
</td>
</tr>
<tr style="height: 51px;">
<td style="width: 40%; background-color: #cfe2f3; height: 51px;">
#bug-report-daps
(Directly integrated in Zendesk)
</td>
<td style="width: 12%; background-color: #f8f8f8; height: 51px;">Slack</td>
<td style="width: 48%; background-color: #f8f8f8; height: 51px;">
Bug reports only for the DAPS. @andy @kent @helen @alan @jacky
</td>
</tr>
</tbody>
</table>
 
Telegram
<table style="border-collapse: collapse; border: 1px #ffffff; height: 2182px; width: 100.571%;" border="1" cellpadding="10px">
<tbody>
<tr style="height: 21px;">
<td style="width: 40%; background-color: #073763; height: 21px;">
Group name
</td>
<td style="width: 12%; background-color: #2d2d4f; height: 21px;">
Channel
</td>
<td style="width: 48%; background-color: #2d2d4f; height: 21px;">
 Reason
</td>
</tr>
<tr style="height: 43px;">
<td style="width: 40%; background-color: #cfe2f3; height: 43px;">Travala.com CS Virtual Office</td>
<td style="width: 12%; background-color: #f8f8f8; height: 43px;">Telegram</td>
<td style="width: 48%; background-color: #f8f8f8; height: 43px;">Assistance with bookings, refund requests, payment confirmations, etc from the team</td>
</tr>
<tr style="height: 65px;">
<td style="width: 40%; background-color: #cfe2f3; height: 65px;">Travala.com Operations</td>
<td style="width: 12%; background-color: #f8f8f8; height: 65px;">Telegram</td>
<td style="width: 48%; background-color: #f8f8f8; height: 65px;">Operational communications such as meeting minutes, training, updates, KPIs, team celebrations</td>
</tr>
<tr style="height: 43px;">
<td style="width: 40%; background-color: #cfe2f3; height: 43px;">Travala Concierge </td>
<td style="width: 12%; background-color: #f8f8f8; height: 43px;">Telegram</td>
<td style="width: 48%; background-color: #f8f8f8; height: 43px;">
Restricted Group - Concierge Team Support for VIP bookings</td>
</tr>
<tr style="height: 87px;">
<td style="width: 40%; background-color: #cfe2f3; height: 87px;">TRA_CS_Summary</td>
<td style="width: 12%; background-color: #f8f8f8; height: 87px;">Telegram</td>
<td style="width: 48%; background-color: #f8f8f8; height: 87px;">
P1!
Shift handover group Action - Report any outstanding cases that requires follow up by next shift e.g. <a href="https://docs.google.com/spreadsheets/d/1DCsq3ewRx4ffobu15CnXndij1veuPjSZj6ArPH43c8k/edit#gid=1549271522" target="_blank" rel="noopener">refund requests</a>, cost of hotel booking amendments
Check for any notification that require follow up from the previous shift. Reply to notification with outcome to keep team updated.
</td>
</tr>
<tr style="height: 43px;">
<td style="width: 40%; background-color: #cfe2f3; height: 37px;">Travala.com CS-Marketing &amp; Cashback Promotion</td>
<td style="width: 12%; background-color: #f8f8f8; height: 37px;">Telegram</td>
<td style="width: 48%; background-color: #f8f8f8; height: 37px;">Track Travala.com promotions</td>
</tr>
<tr style="height: 124px;">
<td style="width: 40%; background-color: #cfe2f3; height: 124px;">Travala.com Bookings</td>
<td style="width: 12%; background-color: #f8f8f8; height: 124px;">Telegram</td>
<td style="width: 48%; background-color: #f8f8f8; height: 124px;">
Generated- Travala Booking Bot
Notification - bookings created via Travala.com - hotels, activity, flights 
Action - information purposes only, no action required
</td>
</tr>
<tr style="height: 191px;">
<td style="width: 40%; background-color: #cfe2f3; height: 191px;">Travala - Booking - Exception</td>
<td style="width: 12%; background-color: #f8f8f8; height: 191px;">Telegram</td>
<td style="width: 48%; background-color: #f8f8f8; height: 191px;">
P1!
Generated- Travala Booking Bot AND if CMS order status is manually changed to 'Failed'
Notification - Hotels - failed bookings via Travala.com. Activities (Viator) - failed bookings via Travala.com Flights - 'Payment Successful but Booking Expired' error message
Action - Hotels - investigate and determine action required; rebook, refund etc
Reply to each notification on status (within 30 mins) &amp; outcome
Record any outstanding requests in TRA_CS_Summary telegram group
</td>
</tr>
<tr style="height: 124px;">
<td style="width: 40%; background-color: #cfe2f3; height: 124px;">Travala Buy Travel Credit &amp; Gift Card</td>
<td style="width: 12%; background-color: #f8f8f8; height: 124px;">Telegram</td>
<td style="width: 48%; background-color: #f8f8f8; height: 124px;">
Generated- Travala Booking Bot
Notification - track travel credit &amp; gift card activity
Action - information purposes only, no action required
</td>
</tr>
<tr style="height: 124px;">
<td style="width: 40%; background-color: #cfe2f3; height: 124px;">Travala-Cancel-Booking_Notification</td>
<td style="width: 12%; background-color: #f8f8f8; height: 124px;">Telegram</td>
<td style="width: 48%; background-color: #f8f8f8; height: 124px;">
Generated- Travala Booking Bot
Notification - customer cancelled hotel booking
Action - <a href="https://help.travala.com/hc/en-us/articles/900006063846" target="_blank" rel="noopener">CS Supervisor</a> to process customer refunds
</td>
</tr>
<tr style="height: 124px;">
<td style="width: 40%; background-color: #cfe2f3; height: 124px;">Travala.com Special request</td>
<td style="width: 12%; background-color: #f8f8f8; height: 124px;">Telegram</td>
<td style="width: 48%; background-color: #f8f8f8; height: 124px;">
Generated - Travala Booking Bot
Notification - customer special requests at time of booking on Travala.com
Action - information purposes only, no action required
</td>
</tr>
<tr style="height: 213px;">
<td style="width: 40%; background-color: #cfe2f3; height: 213px;">Travala Flight booking Refund Requests</td>
<td style="width: 12%; background-color: #f8f8f8; height: 213px;">Telegram</td>
<td style="width: 48%; background-color: #f8f8f8; height: 213px;">
Generated - Travala Booking Bot
Notification - customer voluntarily canceled flight booking via MyBookings (Travala.com account)
Action - contact customer, via a Zendesk ticket, to confirm cancellation. Once confirmed submit booking in for refund to supplier. Add refund request to <a href="https://docs.google.com/spreadsheets/d/1XmjafBgNFyCs__fvd2v11gVhn4S20KErFbrpNTeItyw/edit#gid=0" target="_blank" rel="noopener">Flights Refund Track sheet</a> and update Zendesk internal notes.
Reply to each notification with Zendesk #
</td>
</tr>
<tr style="height: 89px;">
<td style="width: 40%; background-color: #cfe2f3; height: 89px;">Travala.com VIP Bookings</td>
<td style="width: 12%; background-color: #f8f8f8; height: 89px;">Telegram</td>
<td style="width: 48%; background-color: #f8f8f8; height: 89px;">
Generated - Travala Booking Bot Notification - displays customer booking over $5k and any customer flagged as VIP Action - Refer <a href="https://docs.google.com/spreadsheets/d/13uyGiX9uZXAMqL-UgC5tRsGLboQdq2JbE5hgJBugi-0/edit?gid=770511621#gid=770511621">Hotel Rebook Tracking</a> googlesheet
 
</td>
</tr>
<tr style="height: 89px;">
<td style="width: 40%; background-color: #cfe2f3; height: 89px;">Binance Pay - Travala.com - Support</td>
<td style="width: 12%; background-color: #f8f8f8; height: 89px;">Telegram</td>
<td style="width: 48%; background-color: #f8f8f8; height: 89px;">
Report any Binance payment issues in this telegram group. e.g. customer has made a payment however payment is not in the Binance dashboard.
</td>
</tr>
<tr style="height: 67px;">
<td style="width: 40%; background-color: #cfe2f3; height: 67px;">Travala.com / Now Payments</td>
<td style="width: 12%; background-color: #f8f8f8; height: 67px;">Telegram</td>
<td style="width: 48%; background-color: #f8f8f8; height: 67px;">
Report payment issues with NOWPayments. e.g. payment was successful however NOWPayments showing as expired.
</td>
</tr>
<tr style="height: 207px;">
<td style="width: 40%; background-color: #cfe2f3; height: 207px;">Flight Fiction Name Report</td>
<td style="width: 12%; background-color: #f8f8f8; height: 207px;">Telegram</td>
<td style="width: 48%; background-color: #f8f8f8; height: 207px;">
P1!
Generated- Travala Booking Bot 
Notification - Warning: Passenger fiction name detected
Action - investigate and determine action required; keep, cancel etc
Reply to each notification on status as soon as possible (max 30 mins) &amp; outcome
</td>
</tr>
<tr style="height: 156px;">
<td style="width: 40%; background-color: #cfe2f3; height: 156px;">Travala Coin/Token Status</td>
<td style="width: 12%; background-color: #f8f8f8; height: 156px;">Telegram</td>
<td style="width: 48%; background-color: #f8f8f8; height: 156px;">
Generated - Travala Booking Bot Notification - notification of crypto coins/token currently offline due to maintenance or issue. Action - No action. Check group if customer has had an issue with making payment to see if token/coin is offline.
</td>
</tr>
<tr style="height: 44px;">
<td style="width: 40%; background-color: #cfe2f3; height: 44px;">CX Champs Space</td>
<td style="width: 12%; background-color: #f8f8f8; height: 44px;">Telegram</td>
<td style="width: 48%; background-color: #f8f8f8; height: 44px;">
To offer extra support in handling tough customer conversations (pre-escalation)
</td>
</tr>
<tr style="height: 96px;">
<td style="width: 40%; background-color: #cfe2f3; height: 96px;">CS Escalations</td>
<td style="width: 12%; background-color: #f8f8f8; height: 96px;">Telegram</td>
<td style="width: 48%; background-color: #f8f8f8; height: 96px;">
Need to involve CS supervisor or Business Manager to escalate the matter to the supplier or respond to the customer
Refer <a href="https://help.travala.com/hc/en-us/articles/11027294420633-CS-Escalation-Process" target="_blank" rel="noopener noreferrer">CS Escalation Process</a>
</td>
</tr>
<tr style="height: 44px;">
<td style="width: 40%; background-color: #cfe2f3; height: 44px;">Sabre Training</td>
<td style="width: 12%; background-color: #f8f8f8; height: 44px;">Telegram</td>
<td style="width: 48%; background-color: #f8f8f8; height: 44px;">
Ask experienced team members questions related to working in Sabre e.g commands
</td>
</tr>
<tr style="height: 44px;">
<td style="width: 40%; background-color: #cfe2f3; height: 44px;">Travala Booking Reconciliation</td>
<td style="width: 12%; background-color: #f8f8f8; height: 44px;">Telegram</td>
<td style="width: 48%; background-color: #f8f8f8; height: 44px;">
Notifications related supplier reconciliation discrepancies
</td>
</tr>
<tr style="height: 67px;">
<td style="width: 40%; background-color: #cfe2f3; height: 67px;">AVA (AVA) / Binance Tech (WAAS)</td>
<td style="width: 12%; background-color: #f8f8f8; height: 67px;">Telegram</td>
<td style="width: 48%; background-color: #f8f8f8; height: 67px;">
Report payment issues with Binance e.g. deposits or withdrawals to their Travala wallet
</td>
</tr>
<tr style="height: 44px;">
<td style="width: 40%; background-color: #cfe2f3; height: 44px;">Travala Product Pain Points and Suggestions</td>
<td style="width: 12%; background-color: #f8f8f8; height: 44px;">Telegram</td>
<td style="width: 48%; background-color: #f8f8f8; height: 44px;">
Improvement suggestions for the business e.g from the customer
</td>
</tr>
<tr style="height: 39px;">
<td style="width: 40%; background-color: #cfe2f3; height: 39px;">Risk Transaction Waas</td>
<td style="width: 12%; background-color: #f8f8f8; height: 39px;">Telegram</td>
<td style="width: 48%; background-color: #f8f8f8; height: 39px;">
Notifications about high-risk deposit/withdraw transactions
</td>
</tr>
</tbody>
</table>
 
 
<h2 id="h_01F63ZJCMBYP46CM6020MBJK0G">Public Announcements</h2>
Travala.com only has TWO verified Telegram groups. All other groups claiming to be Travala.com are scams and should be avoided.
<table style="border-collapse: collapse; border: 1px #dddddd; width: 100%;" border="1" cellpadding="10px">
<tbody>
<tr>
<td style="width: 40%; background-color: #2d2d4f;">Group name</td>
<td style="width: 20%; background-color: #2d2d4f;">Channel</td>
<td style="width: 40%; background-color: #2d2d4f;"> Reason</td>
</tr>
<tr style="height: 21px;">
<td style="width: 40%; height: 21px; background-color: #f6fbff;">Travala.com Announcements</td>
<td style="width: 20%; height: 21px;">Telegram</td>
<td style="width: 40%; height: 21px;">
Weekly announcements from Travala.com to public
<a href="https://t.me/Travala_announcements" target="_blank" rel="noopener">https://t.me/Travala_announcements</a>
</td>
</tr>
<tr>
<td style="width: 40%; background-color: #f6fbff;">Travala.com</td>
<td style="width: 20%;">Telegram</td>
<td style="width: 40%;">
Travala.com Community
<a href="https://t.me/travala" target="_blank" rel="noopener">https://t.me/travala</a>
</td>
</tr>
</tbody>
</table>
 
 
<h2 id="h_01HTMCZA7DJCBKVTDB6JBDPN5D">Public Feedback Channels</h2>
<ul>
<li><a href="https://t.me/joinchat/IB7sGkh92I2YKaqIcJAsgw" target="_blank" rel="noopener">Travala Website Feedback</a></li>
<li><a href="https://t.me/joinchat/IB7sGli_eifM--FJ-Umfnw" target="_blank" rel="noopener">Travala App Feedback</a></li>
<li><a href="https://t.me/joinchat/006ZvCC9JMQ0MDRk" target="_blank" rel="noopener">Binance Mini App Feedback</a></li>
</ul>

Communication Channels

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?

To activate the Smart Diamond membership, you will need to go through the following steps:
 
<ol>
<li>Connect your account to wallet that has Travel Tiger NFT</li>
<li>Click Activate button in Smart Diamond Tab</li>
<li>System will show popup Smart Activation Confirmation, click on Send Code<img id="image_91cb1d6b-b2d5-455b-9e56-dbaea2a049c8" class="image_resized" style="width: 425.413px;" src="/attachments/token/13B0KR4TTtCsD5buRuarvSkQa/?name=inline-169754989.png">​​  </li>
<li>System open popup requiring to accept in your wallet <img id="image_2871b96c-e740-401f-90dc-d8dfed8f8222" class="image_resized" style="width: 205.778px;" src="/attachments/token/TQn5ztbfx85PBOlZfftbana4A/?name=inline916907174.png">  </li>
<li>System will send code to your email</li>
<li>Input code and activate Smart Diamond membership</li>
</ol>

Smart Diamond Activation Flow

<h2 id="h_01HNF7JKT0AB9Z5RT2HFXVNB5V">Introducing the new BA Travel Partner Connect</h2>
<p style="text-size-adjust: 100%; color: #666666; font-family: Arial, ' Lucida Grande' , sans-serif; font-size: 15px; 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; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">BA new online platform ‘British Airways Travel Partner Connect’ (BATPC). The new website is a one-stop shop and the first point of contact that provides all the key information and tools necessary for BA travel partners.
<p style="text-size-adjust: 100%; color: #666666; font-family: Arial, ' Lucida Grande' , sans-serif; font-size: 15px; 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; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">BATPC replaces the BA Travel Trade site and has been re-branded and designed to provide an enhanced user experience, with improved search and navigational functionalities.
<p style="text-size-adjust: 100%; color: #666666; font-family: Arial, ' Lucida Grande' , sans-serif; font-size: 15px; 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; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">British Airline have migrated subscription details to the new platform. They encourage customer to bookmark the new <a href="https://www.britishairways.com/travel-partner-connect">BATPC link</a> <span style="color: #666666; font-family: Arial, ' Lucida Grande' , sans-serif; font-size: 15px; 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; display: inline !important; float: none;">for easy access.<span style="color: #666666; font-family: Arial, ' Lucida Grande' , sans-serif; font-size: 15px; 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; display: inline !important; float: none;">
<span style="color: #666666; font-family: Arial, ' Lucida Grande' , sans-serif; font-size: 15px; 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; display: inline !important; float: none;">Explore <a href="https://www.britishairways.com/travel-partner-connect">British Airways Travel Partner Connect</a>

(BA) British Airline 

<table style="box-sizing: border-box; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; 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; background-color: #ffffff; border-collapse: collapse; width: 273.156px; height: 29px;" border="1">
<tbody style="box-sizing: border-box;">
<tr style="box-sizing: border-box;">
<td class="wysiwyg-indent2" style="box-sizing: border-box; padding: 10px; width: 272.156px; color: #3f2f4c; background-color: #ffd4f7; border-color: #ffffff; text-align: center; vertical-align: middle;">T R A V A L A  C O N C I E R G E</td>
</tr>
</tbody>
</table>
 
Linked articles: 
<ul>
<li><a href="https://help.travala.com/hc/en-us/articles/11843425197465-Marriott-Hotel-Resorts" target="_blank" rel="noopener noreferrer">Marriott Hotels &amp; Resorts</a></li>
<li style="box-sizing: border-box;"><a style="box-sizing: border-box; background-color: transparent; color: #1e2e5e; text-decoration: underline;" href="https://help.travala.com/hc/en-us/articles/18131266539545-Marriott-Bonvoy-How-to-make-a-booking-on-their-website" target="_blank" rel="noopener noreferrer">Marriott Bonvoy - How to Make a Booking</a></li>
<li style="box-sizing: border-box;"><a style="box-sizing: border-box; background-color: transparent; color: #1e2e5e; text-decoration: underline;" href="https://help.travala.com/hc/en-us/articles/11896549464089-Ritz-Carlton-Yacht-Collection" target="_blank" rel="noopener noreferrer">Ritz-Carlton Yacht Collection</a></li>
</ul>
<p style="box-sizing: border-box; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; 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;">This article contains the following sections:
<ul>
<li><a href="#h_01F3Q40RGC7P9STAGQRAM01Z0Y">Account Access</a></li>
<li><a href="#h_01JF7V63WDCCCY2E61MWERA4HA">Stars Hotels</a></li>
<li><a href="#h_01JF7V69ZKME7TFYJBBHCPSRPM">Luminous Hotels</a></li>
<li><a href="#h_01JF7V6F2JYWGJWKC2C862F06Q">The Ritz-Carlton Yacht Collection</a></li>
<li><a href="#h_01JF7V6KKZHVGTYRSY3G5VVMAH">MGM Collection Hotels</a></li>
<li><a href="#h_01JF7V9VNQQH8B59KCRAR9D1J7">Learning Guides</a></li>
</ul>
 
STARS &amp; LUMINOUS is Marriott's proprietary travel agency program designed to present the highest level of service, experience, and amenities to drive loyalty for our most engaged travel agencies and their valued customers.
 
Stars Brands: EDITION / The Luxury Collection / St. Regis / The Ritz-Carlton / Bvlgari
 Luminous Brands: some JW Marriott properties, some W properties, some Westin properties, some Le Meridien properties, some Sheraton properties, some Marriott properties
 
<h2 id="h_01F3Q40RGC7P9STAGQRAM01Z0Y" style="box-sizing: border-box; font-family: ' Century Gothic' , sans-serif; margin-top: 0px; font-size: 22px; 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; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">Account Access</h2>
<table style="box-sizing: border-box; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; 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; border-collapse: collapse; border: 1px #dddddd; width: 705.594px; height: 107px;" border="1" cellpadding="10px">
<tbody style="box-sizing: border-box;">
<tr style="box-sizing: border-box; height: 21px;">
<td style="box-sizing: border-box; width: 246.594px; background-color: #fcf5f5; height: 21px;">Make a booking</td>
<td style="box-sizing: border-box; width: 458px; background-color: #fcf5f5; height: 21px;">
 
Website portal is an overlay on top of Marriott.com therefore you can search and book.
</td>
</tr>
<tr>
<td style="box-sizing: border-box; width: 246.594px; background-color: #fcf5f5;">Portal</td>
<td style="box-sizing: border-box; width: 458px; background-color: #fcf5f5;">
mi.bookmarriott.com/stars
</td>
</tr>
<tr>
<td style="box-sizing: border-box; width: 246.594px; background-color: #fcf5f5;">Username</td>
<td style="box-sizing: border-box; width: 458px; background-color: #fcf5f5;">
concierge@travala.com
</td>
</tr>
<tr>
<td style="box-sizing: border-box; width: 246.594px; background-color: #fcf5f5;">Password</td>
<td style="box-sizing: border-box; width: 458px; background-color: #fcf5f5;">
January0925!
</td>
</tr>
<tr style="box-sizing: border-box; height: 21px;">
<td style="box-sizing: border-box; width: 246.594px; background-color: #fcf5f5; height: 21px;">Credit Line</td>
<td style="box-sizing: border-box; width: 458px; background-color: #fcf5f5; height: 21px;"> </td>
</tr>
<tr style="box-sizing: border-box; height: 21px;">
<td style="box-sizing: border-box; width: 246.594px; background-color: #fcf5f5; height: 21px;">IATA</td>
<td style="box-sizing: border-box; width: 458px; background-color: #fcf5f5; height: 21px;">
Must use <a href="https://help.travala.com/hc/en-us/articles/10541210785433-IATA-Code" target="_blank" rel="noopener noreferrer">IATA </a>
Singapore IATA active and recognized as of 01Jan25
</td>
</tr>
</tbody>
</table>
 
<h3 id="h_01JF7V63WDCCCY2E61MWERA4HA" class="p1">STARS HOTELS</h3>
A distinguished collection of hotels and travel experiences dedicated to offering the highest level of luxury and service.
<table style="box-sizing: border-box; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; 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; border-collapse: collapse; border: 1px #dddddd; height: 104px; width: 705.594px;" border="1" cellpadding="10px">
<tbody style="box-sizing: border-box;">
<tr style="box-sizing: border-box; height: 21px;">
<td style="box-sizing: border-box; width: 248.609px; height: 21px;">
Contact
</td>
<td style="box-sizing: border-box; width: 455.984px; height: 21px;">
STARS Hotel Support
For special requests/specific hotel information please contact Guardian Angel from hotel page.
GSO Travel Desk
Rates/booking/reservation support gsotraveldesk@marriott.com +1 855-501-6808
STARS Program
Questions about the program stars@marriottluxurybrands.com
</td>
</tr>
</tbody>
</table>
<p style="box-sizing: border-box; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; 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;"> 
<h3 id="h_01JF7V69ZKME7TFYJBBHCPSRPM">LUMINOUS HOTELS</h3>
A curated collection of lifestyle and boutique hotels that are committed to expanding their relationship with our travel agency community.
 
<table style="box-sizing: border-box; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; 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; border-collapse: collapse; border: 1px #dddddd; height: 104px; width: 705.594px;" border="1" cellpadding="10px">
<tbody style="box-sizing: border-box;">
<tr style="box-sizing: border-box; height: 21px;">
<td style="box-sizing: border-box; width: 248.609px; height: 21px;">
Contact
</td>
<td style="box-sizing: border-box; width: 455.984px; height: 21px;">
LUMINOUS Support Desk
Rates/booking/reservation support LuminousSupportDesk@marriott.com +1 855-501-6808
LUMINOUS Hotel Support
For special requests/specific hotel information please contact LUMINOUS Ambassador from hotel page.
LUMINOUS Program
Questions about the program. luminous@marriott.com
</td>
</tr>
</tbody>
</table>
<p style="box-sizing: border-box; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; 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;"> 
<h3 id="h_01JF7V6F2JYWGJWKC2C862F06Q" class="p1">THE RITZ-CARLTON YACHT COLLECTION </h3>
 
<table style="box-sizing: border-box; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; 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; border-collapse: collapse; border: 1px #dddddd; height: 104px; width: 705.594px;" border="1" cellpadding="10px">
<tbody style="box-sizing: border-box;">
<tr style="box-sizing: border-box; height: 21px;">
<td style="box-sizing: border-box; width: 248.609px; height: 21px;">
Contact
</td>
<td style="box-sizing: border-box; width: 455.984px; height: 21px;">
Yacht Support
Guaranteed 4-hour response from dedicated Partner Assistance Team
stars.concierge@ritz-carltonyachtcollection.com
Fort Lauderdale Reservations Office 
Servicing reservations from the Americas &amp; Australia
Monday - Friday: 8:30 am - 8:00 pm ET (Saturday, Sunday Closed)
+1 833 853 7292 (US &amp; Canada)
Malta Reservations Office
Servicing reservations from Europe, Asia, the Middle East &amp; Africa
Monday - Friday: 8:00 - 18:30 CET (Saturday, Sunday Closed)
+356 2778 1363 (Outside the U.K)
</td>
</tr>
</tbody>
</table>
 
<h3 id="h_01JF7V6KKZHVGTYRSY3G5VVMAH" class="undefined">MGM COLLECTION HOTELS</h3>
<table style="box-sizing: border-box; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; 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; border-collapse: collapse; border: 1px #dddddd; height: 104px; width: 705.594px;" border="1" cellpadding="10px">
<tbody style="box-sizing: border-box;">
<tr style="box-sizing: border-box; height: 21px;">
<td style="box-sizing: border-box; width: 248.609px; height: 21px;">
Contact
</td>
<td style="box-sizing: border-box; width: 455.984px; height: 21px;">
MGM Travel Support Team
For special requests/specific hotel information please contact the MGM Travel Support team.
MGM – STARS starsbymarriott@mgmresorts.com
MGM – LUMINOUS luminousbymarriott@mgmresorts.com
MGM Office Hours
Monday - Friday: 8:00 am to 6:00 pm PST
Saturday - Sunday: 9:00 am to 5:00 pm PST
</td>
</tr>
</tbody>
</table>
<p style="box-sizing: border-box; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; 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;"> 
 
<img src="https://help.travala.com/hc/article_attachments/41249687972249">
 
<h3 id="h_01JF7V9VNQQH8B59KCRAR9D1J7">Learning Guides</h3>

Marriott Stars and Luminous Programs

In certain cases, we may receive payments through NOWPayments involving unsupported tokens. When this happens, the transaction cannot be completed, and the funds cannot be credited to our balance.
In some cases, NOWPayments may initiate a refund directly to the sender. 
 
Below are the possible scenarios and associated procedures:
 
<h3 id="h_01JVCYBF5KSY5P7VJASH51HW25" class="" data-start="564" data-end="611">1. Unsupported ETH-like (ERC-20) Tokens</h3>
If an unsupported ERC-20 token is received, NOWPayments may attempt to refund it to the sender’s original wallet address, only if:
<ul data-start="656" data-end="776">
<li data-start="656" data-end="733">
The receiving address is a personal wallet (not linked to an exchange).
</li>
<li data-start="734" data-end="776">
The token contract supports refunds.
</li>
</ul>
Estimated Refund Time: ~3 business days
 
<h3 id="h_01JVCYCC74HE1ADA504YEM76K8" class="" data-start="966" data-end="1017">2. Tokens Without Market Value or Liquidity</h3>
Tokens that are unsupported, and also:
<ul data-start="920" data-end="1026">
<li data-start="920" data-end="946">
Have no market value
</li>
<li data-start="947" data-end="976">
Have very low liquidity
</li>
<li data-start="977" data-end="1026">
Lack an active or recognized smart contract
</li>
</ul>
...are considered “stuck” in the system.
 No refunds are processed for these tokens, and no action can be taken by us or NOWPayments.
 
<h3 id="h_01JVCYD0BJARGC5J19ES5503A2" class="" data-start="1329" data-end="1381">3. Tokens Requiring Additional Investigation</h3>
Some unsupported tokens may need internal review by NOWPayments to determine if a refund is feasible.
<ul data-start="1338" data-end="1472">
<li data-start="1338" data-end="1381">
These cases are handled on a case-by-case basis
</li>
<li data-start="1382" data-end="1472">
No guaranteed outcome or specific ETA can be provided until the review is completed
</li>
</ul>
 
<table style="border-collapse: collapse; height: 78px; width: 80%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #6f6f40; width: 2.67857%;">
 
</td>
<td style="width: 97.3214%; background-color: #fff9e5; height: 65px;">
NOTE: Refunds are not guaranteedin these situations and are assessed case by case. 
</td>
</tr>
</tbody>
</table>
 
<h3 id="h_01JVCYDFTCVYGK0K2HWJN8HGTZ" class="" data-start="1783" data-end="1837">4. Tokens Sent via Unsupported Smart Contracts</h3>
If a token is received via an unsupported smart contract, NOWPayments will attempt to process a refund to the original address.
Estimated Time of Refund (ETA): Approximately 3 working days.
<h2 id="h_01JVCYH686ZK8FW7VH3ZE2535W"> </h2>
<table style="border-collapse: collapse; height: 78px; width: 100%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #c8c8c8; width: 1.42857%;">
 
</td>
<td style="width: 98.5714%; background-color: #f1f1f1; height: 65px;">
IMPORTANT:
Before communicating any refund details to the client, always verify with NOWPayments support via their Telegram chat to confirm whether a refund is possible and to obtain the correct procedure.
 
</td>
</tr>
</tbody>
</table>

Crypto - Handling Unsupported Tokens Received via NOWPayments

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?

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?

<p dir="auto" style="margin: 0cm 0cm 8pt; font-size: 14px; line-height: 18px; padding: 0px; border: 0px; outline: 0px; vertical-align: baseline; background: #ffffff; font-family: system-ui, -apple-system, ' system-ui' , ' Segoe UI' , Roboto, Oxygen-Sans, Ubuntu, Cantarell, ' Helvetica Neue' , Arial, sans-serif; box-sizing: border-box; text-indent: 0px; height: initial !important; min-height: initial !important; max-height: initial !important; color: #000000; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; 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;"> 
<p dir="auto" style="margin: 0cm 0cm 8pt; font-size: 14px; line-height: 18px; padding: 0px; border: 0px; outline: 0px; vertical-align: baseline; background: #ffffff; font-family: system-ui, -apple-system, ' system-ui' , ' Segoe UI' , Roboto, Oxygen-Sans, Ubuntu, Cantarell, ' Helvetica Neue' , Arial, sans-serif; box-sizing: border-box; text-indent: 0px; height: initial !important; min-height: initial !important; max-height: initial !important; color: #000000; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; 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;">Air India have established a dedicated email address for specific needs.
<table style="box-sizing: border-box; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; 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; border-collapse: collapse; height: 66px; border-color: #dddddd; width: 700px;" border="1" cellpadding="10px">
<tbody style="box-sizing: border-box;">
<tr style="box-sizing: border-box; height: 22px;">
<td class="wysiwyg-text-align-left" style="box-sizing: border-box; text-align: left; width: 245.825px; height: 22px; background-color: #f3f3f3;">Airline</td>
<td style="box-sizing: border-box; width: 453.62px; height: 22px;">Air India</td>
</tr>
<tr style="box-sizing: border-box; height: 22px;">
<td class="wysiwyg-text-align-left" style="box-sizing: border-box; text-align: left; width: 245.825px; height: 22px; background-color: #f3f3f3;">Airline Code</td>
<td style="box-sizing: border-box; width: 453.62px; height: 22px;">AI </td>
</tr>
</tbody>
</table>
<h2 id="h_01F3Q40RGC7P9STAGQRAM01Z0Y" style="box-sizing: border-box; font-family: ' Century Gothic' , sans-serif; margin-top: 0px; font-size: 22px; 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; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">Contact Details</h2>
<table style="box-sizing: border-box; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; 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; border-collapse: collapse; border: 1px #dddddd; width: 705.594px; height: 100px;" border="1" cellpadding="10px">
<tbody style="box-sizing: border-box;">
<tr style="box-sizing: border-box; height: 21px;">
<td style="box-sizing: border-box; width: 246.602px; background-color: #f6fbff; height: 21px;">Agency Support</td>
<td style="box-sizing: border-box; width: 457.992px; height: 21px;"><a style="margin: 0px; padding: 0px; font-size: 14px; vertical-align: baseline; background: transparent; cursor: pointer; text-decoration: none; color: #1f73b7; box-sizing: border-box; height: initial !important; min-height: initial !important; max-height: initial !important;" href="mailto:apac.b2bsupport@airindia.com" rel="noreferrer">apac.b2bsupport@airindia.com</a></td>
</tr>
</tbody>
</table>

(AI) Air India

For security reasons, we’re unable to change the email address on your account on your behalf. However, you can easily update it yourself by following these steps:
<ol>
<li>Log in to your Travala.com account</li>
<li>Go to My Account and select Settings</li>
<li>Click the Change button next to your email address</li>
<li>Enter your new email address and current password, then click Submit</li>
<li>You’ll receive an email with a verification code</li>
<li>Enter the verification code in the pop-up window to confirm the update</li>
</ol>

How can I change the email address on my Travala account?

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?

The Risk Transaction Waas TG channel has been created to see notifications about high-risk deposit/withdrawal transactions, as well as booking payments using DAPS
 
Below is a standard message for a DAPS payment:
 
<img src="https://help.travala.com/hc/article_attachments/46781291173145" alt="Screenshot 2025-05-11 at 20.42.15.png">
 
Payment will be blocked if the wallet risk score &gt; 7. 
Payment will process normally if the wallet risk score =&lt; 7
 
Once flagged as a high-risk transaction, 
<ul>
<li class="p1">The payment status in DAPS will be under Under Review </li>
<li class="p1">Payment status in CMS will be under Under Review</li>
<li class="undefined">Order status in CMS will be under Need Support</li>
<li class="undefined">Booking status in customer side will be under Processing</li>
</ul>
We will get a notification to the Exception channels with the message "Payment flagged for high risk, Booking stopped processing" as below.
 
<img src="https://help.travala.com/hc/article_attachments/47510035446553" alt="Screenshot 2025-05-29 at 21.19.36.png">
<img src="https://help.travala.com/hc/article_attachments/48670302673049" alt="Screenshot 2025-07-08 at 13.16.43.png">
 
You are not going to rebook this order; instead, please use a macro TECHNICAL::Customer::Blocking DAPS transaction to contact the customer or to respond when they reach out
 
<h2 id="h_01JTZVFH25PTY33V3ZCDZGPWQ7" class="p1">What to do if we receive an inquiry from a customer that they made a payment but a booking is still processing</h2>
1. Identify if their booking falls into this scenario when the payment is flagged for high risk by searching order number on Telegram exception channels. If the payment is made with NowPayments, please ask NP team on their channel
2. f the payment is with DAPS and flagged for high risk, we can search with External Tx ID or Order Number in DAPS dashboard to locate details of the payment
<img src="https://help.travala.com/hc/article_attachments/48670302675481" alt="Screenshot 2025-07-08 at 13.23.11.png">
<img src="https://help.travala.com/hc/article_attachments/48670296392345" alt="Screenshot 2025-07-08 at 13.24.33.png">
3. From here, we can click on the button next to Payment ID to view transaction hash 
<img src="https://help.travala.com/hc/article_attachments/48670296394393" alt="Screenshot 2025-07-08 at 13.26.33.png">
 
4. Use macro TECHNICAL::Customer::Blocking DAPS transaction to respond to the customer's inquiry. Please update actual Order number and Transaction hash 
 
5. Once the customer responds, please let Jayden or Ahmed know

High Risk Transactions for Payments through Travala DAPS

<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?

<table style="border-collapse: collapse; width: 100%;">
<tbody>
<tr>
<td style="width: 100%; background-color: #f6fbff;">
You will require access to:
<ul>
<li class="wysiwyg-indent1">Telegram Group - Travala.com Customer Support</li>
<li class="wysiwyg-indent1">CMS</li>
</ul>
</td>
</tr>
</tbody>
</table>
 
Customers can use travel credits as a payment method towards a booking created on Travala.com. If the CS team are required to create the booking on behalf of the customer and where payment is in travel credits, the CS agent will need to request a 'rollback'.
Only <a href="https://help.travala.com/hc/en-us/articles/900006063846" target="_blank" rel="noopener">CS team members</a> who have Manager or Admin access to the CMS can process a travel credit 'rollback'. This authorised team member will withdraw the travel credit from the customers' account. 
The CS team member creating the booking must request the authorised CS team member to 'rollback' the travel credit.
 
Related articles
<ul>
<li><a href="https://help.travala.com/hc/en-us/articles/4403022415513" target="_blank" rel="noopener">How to Check Travel Credit Balance</a></li>
<li><a href="https://help.travala.com/hc/en-us/articles/4403197318297" target="_blank" rel="noopener">How to Request a Customer Refund Payment</a></li>
<li><a href="https://help.travala.com/hc/en-us/articles/900006063846" target="_blank" rel="noopener">Customer Service Team Roles</a></li>
</ul>
Related external links
<ul>
<li><a href="https://www.travala.com/help/question/what-are-travel-credits" target="_blank" rel="noopener">FAQs - Travel Credits</a></li>
</ul>
 
<h2>How to Request a Travel Credit Rollback</h2>
<ol>
<li>In Travala.com Customer Support telegram group tag <a href="https://help.travala.com/hc/en-us/articles/900006063846" target="_blank" rel="noopener">authorised CS team member</a>, working in your shift, requesting rollback. Include in request -</li>
<ul>
<li>Amount of travel credit to rollback</li>
<li>Customer email that is registered to Travala.com account holding travel credit</li>
<li>Reason for rollback</li>
</ul>
<li>Add rollback in the <a href="https://docs.google.com/spreadsheets/d/1DCsq3ewRx4ffobu15CnXndij1veuPjSZj6ArPH43c8k/edit#gid=171971435" target="_blank" rel="noopener">Bookings/Givebacks refund</a> googlesheet, complete columns with headings in dark blue
</li>
<li>The authorised CS team member will confirm when rollback is processed</li>
<li>Once processed CS team member can proceed with finalising the booking</li>
</ol>
example <img src="https://help.travala.com/hc/article_attachments/4403024397465/mceclip0.png" alt="mceclip0.png">

Travel Credits - How to Request a Rollback

<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?

Hotel & Activity Exceptions - Failed Bookings

Due to the Stripe Services Agreement - it is prohibited to use Stripe for any dealings, engagement, or sale of goods/services linked directly or indirectly with jurisdictions Stripe has deemed high risk, such as Cuba, Iran, North Korea, Syria, and the regions of Crimea, Luhansk and Donetsk.
Russia  Ukraine  Cuba Iran  North Korea  Syria

List of countries blocked on our website

<table style="border-collapse: collapse; width: 100%; height: 85px;">
<tbody>
<tr style="height: 85px;">
<td style="width: 100%; background-color: #f6fbff; height: 85px;">
You will require access to:
<ul>
<li class="wysiwyg-indent1">CMS</li>
<li class="wysiwyg-indent1">Stripe</li>
</ul>
</td>
</tr>
</tbody>
</table>
 
The Stripe invoice 'payment_intent' ID is required to manually add payment to the CMS. This ID has the prefix 'pi_' followed by an alphanumeric text string.
 
Links within article
<ul>
<li><a href="#h_01FQJS7228F6RA42NM8ZDJC08T" target="_blank" rel="noopener">How to Locate the Stripe Payment Intent ID</a></li>
<li><a href="#h_01FQJS7814TM1XRB1A7YJ17G59" target="_blank" rel="noopener">How to Add an Additional Payment for Stripe Payments</a></li>
</ul>
 
<h2 id="h_01FQJS7228F6RA42NM8ZDJC08T">How to Locate the Stripe Payment Intent ID</h2>
<ol>
<li>Search for invoice in Stripe and open</li>
<li>The 'payment_intent' ID is located in the
<ol>
<ul>
<li>
URL, at the end of the URL <img src="https://help.travala.com/hc/article_attachments/4412789005593" alt="mceclip6.png">
 
</li>
<li>
Events and Logs, scroll to bottom of invoice <img src="https://help.travala.com/hc/article_attachments/4412795747993" alt="mceclip7.png">
 
</li>
</ul>
</ol>
</li>
</ol>
 
<h2 id="h_01FQJS7814TM1XRB1A7YJ17G59">How to Add an Additional Payment for Stripe Payments</h2>
<ol>
<li>Search for Order in CMS and open</li>
<li>Click on Additional Payment <img src="https://help.travala.com/hc/article_attachments/4412785759897" alt="mceclip0.png" width="575" height="160">
 
</li>
<li>Enter in additional cost in USD in applicable field, including cost price, and click Continue example - extra baggage purchased <img src="https://help.travala.com/hc/article_attachments/4412786115865" alt="mceclip2.png" width="589" height="560">
 
</li>
<li>
Payment option - Credit Card Payment ID - "payment_intent" ID <img src="https://help.travala.com/hc/article_attachments/4412786398873" alt="mceclip3.png" width="575" height="214">
 
</li>
<li>Click on Check. The system will check that the additional payment amount matches the stripe invoice amount. If amounts match, the system will enable the Continue button<img src="https://help.travala.com/hc/article_attachments/4412786673305" alt="mceclip4.png" width="561" height="297"> If amounts do not match, then an error message will appear and the Continue button will be greyed out. Click on Cancel to go back to the previous page to amend amount. <img src="https://help.travala.com/hc/article_attachments/4412788398617" alt="mceclip5.png" width="564" height="367">
 
</li>
<li>Additional payment will appear in the CMS under Payment Transactions</li>
</ol>

CMS - Add Additional Payment for Stripe Payments

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?

The Customer Service Daily Tasks are critical tasks to be performed by each Customer Support team member in their respective shifts.
P1! is of high importance and priority. These tasks must be completed in each shift without fail to avoid customer complaints and financial losses.
 
Related articles
<ul>
<li><a href="https://help.travala.com/hc/en-us/articles/900006145946-Request-HCN-and-Customer-Special-Request" target="_blank" rel="noopener">Request HCN &amp; Customer Special Requests</a></li>
<li>
<a href="https://help.travala.com/hc/en-us/articles/4405815826841" target="_blank" rel="noopener">Hotel &amp; Activity Exceptions - Failed Bookings</a>
</li>
<li><a href="https://help.travala.com/hc/en-us/articles/900006879263-How-to-Forward-gmail-SPAM-to-Zendesk" target="_blank" rel="noopener">How to Forward Spam emails</a></li>
<li><a href="https://help.travala.com/hc/en-us/articles/900006059266" target="_blank" rel="noopener">Communication Channels</a></li>
<li><a href="https://help.travala.com/hc/en-us/articles/4402035287833" target="_blank" rel="noopener">Allocated Rostered Tasks</a></li>
</ul>
Related external links
<ul>
<li><a href="https://docs.google.com/spreadsheets/d/1DCsq3ewRx4ffobu15CnXndij1veuPjSZj6ArPH43c8k/edit#gid=1549271522" target="_blank" rel="noopener">Booking Givebacks/ Refund spreadsheet</a></li>
<li><a href="https://docs.google.com/spreadsheets/d/14bWhwSAhOxcaMV7qk7TjeCGv3hiHEIMwlBsFmfiRU8Y/edit#gid=0" target="_blank" rel="noopener">CS Team Manual Bookings</a></li>
</ul>
 
<table style="border-collapse: collapse; border: 1px #dddddd; height: 665px; width: 100%;" border="1" cellpadding="10px">
<tbody>
<tr style="height: 10px;">
<td style="background-color: #073763; border-color: #ffffff; height: 10px; width: 30%;">
CS Daily Task
</td>
<td style="background-color: #2d2d4f; height: 10px; border-color: #ffffff; width: 69.8571%;">
Description
</td>
</tr>
<tr style="height: 43px;">
<td style="height: 65px; border-color: #ffffff; background-color: #cfe2f3; width: 30%;">
Zendesk Chat
</td>
<td style="height: 65px; border-color: #ffffff; background-color: #f8f8f8; width: 69.8571%;">
Log into Zendesk and check status is ONLINE Respond and manage any customer live chat enquiries 
</td>
</tr>
<tr style="height: 65px;">
<td style="height: 65px; border-color: #ffffff; background-color: #cfe2f3; width: 30%;">
Telegram TRA_CS_Summary group
</td>
<td style="height: 65px; border-color: #ffffff; background-color: #f8f8f8; width: 69.8571%;">
Check TRA_CS_Summary telegram group for any follow-up cases from previous shifts
</td>
</tr>
<tr style="height: 448px;">
<td style="height: 65px; border-color: #ffffff; background-color: #cfe2f3; width: 30%;">
Zendesk Tickets - Travala.com
</td>
<td style="height: 65px; border-color: #ffffff; background-color: #f8f8f8; width: 69.8571%;">
Log into Travala.com Zendesk account and action tickets in the following priority:  
<ol>
<li style="font-weight: 400;" aria-level="1">URGENT tickets ( e.g. travel within 48hrs, hotel closed or relocations, bookings cancelled, expired bookings, flight boarding passes)</li>
<li style="font-weight: 400;" aria-level="1">Booking Change and Cancellation Requests</li>
<li style="font-weight: 400;" aria-level="1">Withdrawal and payment issues</li>
<li style="font-weight: 400;" aria-level="1">Check and action any Pending and On-Hold tickets (any tickets with no response for over 48 hours to be followed up with a customer/ supplier)</li>
<li style="font-weight: 400;" aria-level="1">Action emails received from suppliers - e.g. for pre-stay special instructions from the hotel - email the customer</li>
<li style="font-weight: 400;" aria-level="1">User account enquiries</li>
<li style="font-weight: 400;" aria-level="1">Suspended tickets (ZD), Spam (Support Gmail)</li>
</ol>
</td>
</tr>
<tr style="height: 142px;">
<td style="height: 65px; border-color: #ffffff; background-color: #cfe2f3; width: 30%;">
Booking Exceptions
</td>
<td class="wysiwyg-indent1" style="height: 65px; border-color: #ffffff; background-color: #f8f8f8; width: 69.8571%;">
P1!
Action any Booking Exceptions within 30mins
IMPORTANT:
Make sure you update the team on the status of every notification in the <a href="https://help.travala.com/hc/en-us/articles/900006059266" target="_blank" rel="noopener">Travala-Booking-Exception</a> telegram group - Done, Unavailable - contacted customer etc.
 
 Record any outstanding requests in <a href="https://help.travala.com/hc/en-us/articles/900006059266" target="_blank" rel="noopener">TRA_CS_Summary </a>telegram group. 
 
NOTE:
Refer to <a href="https://help.travala.com/hc/en-us/articles/4405815826841" target="_blank" rel="noopener">Hotel &amp; Activity Exceptions - Failed Bookings</a> as a guide on how to action exceptions.
 
</td>
</tr>
<tr style="height: 43px;">
<td style="height: 65px; border-color: #ffffff; background-color: #cfe2f3; width: 30%;">
Spam
</td>
<td style="height: 65px; border-color: #ffffff; background-color: #f8f8f8; width: 69.8571%;">
Log into <a href="mailto:support@travala.com">support@travala.com</a> inbox and check the <a href="https://help.travala.com/hc/en-us/articles/900006879263-How-to-Forward-gmail-SPAM-to-Zendesk" target="_blank" rel="noopener">Spam folder</a> for any lost emails. 
</td>
</tr>
<tr style="height: 65px;">
<td style="height: 65px; border-color: #ffffff; background-color: #cfe2f3; width: 30%;">Record manual booking sales</td>
<td style="height: 65px; border-color: #ffffff; background-color: #f8f8f8; width: 69.8571%;">
If a manually created booking was not added into CMS then add to<a href="https://docs.google.com/spreadsheets/d/14bWhwSAhOxcaMV7qk7TjeCGv3hiHEIMwlBsFmfiRU8Y/edit?usp=sharing"> CS Team Manual Bookings</a> googlesheet
</td>
</tr>
<tr style="height: 21px;">
<td style="border-color: #ffffff; background-color: #cfe2f3; height: 20px; width: 30%;">
Outstanding Case Handover
</td>
<td style="border-color: #ffffff; background-color: #f8f8f8; height: 20px; width: 69.8571%;">
P1!
Any outstanding cases to be reported to the team <a href="https://help.travala.com/hc/en-us/articles/900006059266" target="_blank" rel="noopener">TRA_CS_Summary</a> telegram group at the end of your shift
</td>
</tr>
<tr>
<td style="border-color: #ffffff; background-color: #cfe2f3; width: 30%;">
Telegram Travala.com VIP Bookings
</td>
<td style="border-color: #ffffff; background-color: #f8f8f8; width: 69.8571%;">
Contact customer by email (Zendesk Support) to check if they require any further assistance with their booking
</td>
</tr>
</tbody>
</table>
 
 
<h2 id="h_01HQ14474XKK09KRCY5MZJNAGP">Air Team Only Tasks</h2>
<table style="border-collapse: collapse; border: 1px #dddddd; height: 113px; width: 99.8567%;" border="1" cellpadding="10px">
<tbody>
<tr style="height: 105px;">
<td style="height: 69px; border-color: #ffffff; background-color: #cfe2f3; width: 28.8571%;">
Sabre queues 
 
</td>
<td style="height: 69px; border-color: #ffffff; background-color: #f8f8f8; width: 71%;">
AIR team only
Monitor and respond to airline messages and booking change notifications in Sabre queues (QC/).
 
</td>
</tr>
<tr>
<td style="border-color: #ffffff; background-color: #cfe2f3; width: 28.8571%;">
Flight Booking Exceptions
</td>
<td style="border-color: #ffffff; background-color: #f8f8f8; width: 71%;">
P1!
Action any Booking Exceptions within 30mins
IMPORTANT:
Make sure you update the team on the status of every notification in the <a href="https://help.travala.com/hc/en-us/articles/900006059266" target="_blank" rel="noopener">Flight-Booking-Exception</a> telegram group - On it, Done, Unavailable - contacted customer etc.
 
 Hand over any outstanding requests in <a href="https://help.travala.com/hc/en-us/articles/900006059266" target="_blank" rel="noopener">TRA_CS_Summary </a>telegram group. 
 
NOTE:
Refer to <a href="https://help.travala.com/hc/en-us/articles/40319440910489-Flight-Exceptions-Failed-Bookings" target="_blank" rel="noopener noreferrer">Flight Exceptions - Failed Bookings</a> as a guide on how to action exceptions.
 
 
</td>
</tr>
</tbody>
</table>
<table style="border-collapse: collapse; border: 1px #dddddd; height: 230px; width: 100%;" border="1" cellpadding="10px">
<tbody>
<tr style="height: 50px;">
<td style="border-color: #ffffff; background-color: #cfe2f3; height: 50px; width: 28.7143%;">
Travala Flight Booking Refund Request
</td>
<td style="border-color: #ffffff; background-color: #f8f8f8; height: 50px; width: 71.1429%;">
AIR team only
Action notifications from Travala Flight Booking Refund Requests Telegram group as per <a href="https://help.travala.com/hc/en-us/articles/900006059266" target="_blank" rel="noopener">Communications Channel article</a>
</td>
</tr>
</tbody>
</table>
<table style="border-collapse: collapse; border: 1px #dddddd; height: 109px; width: 100.001%;" border="1" cellpadding="10px">
<tbody>
<tr style="height: 43px;">
<td style="height: 109px; border-color: #ffffff; background-color: #cfe2f3; width: 28.5714%;">
Spam
</td>
<td style="height: 109px; border-color: #ffffff; background-color: #f8f8f8; width: 71.2857%;">
AIR team only
Log into <a href="mailto:concierge@gmail.com">concierge@gmail.com</a> inbox (password in Signal) and check the <a href="https://help.travala.com/hc/en-us/articles/900006879263-How-to-Forward-gmail-SPAM-to-Zendesk" target="_blank" rel="noopener">Spam folder</a> for any lost emails. 
</td>
</tr>
</tbody>
</table>

Customer Service - Daily Checklist

<h3 id="h_01HQQRVRW5EYN54K6S58RHHJG6">What Is a Technical Stop?</h3>
A technical stop is a stop in which a plane lands at an airport, to mainly perform refueling, as well as other possible maintenance activities, but where the passengers will not disembark the aircraft at any time and will remain on board waiting for the continuation of the same flight (same flight number).
 
<h3 id="01HQQSEAP110ZRT68P2JFBXH3N">Bookings Made on Travala.com (API)</h3>
Technical stops are displayed to the customer at each steps of the booking process on our platform (website, app etc)
 
 
<img src="https://help.travala.com/hc/article_attachments/29297826550169">
 
<img src="https://help.travala.com/hc/article_attachments/29298603061145">
 
 
<h3 id="01HQQSMK42FREC6GHH19W4EJS5">How it Shows in CMS</h3>
<img src="https://help.travala.com/hc/article_attachments/29298588389401">
 
<h3 id="01HQQSNP2430RV2YV1ZWM8EJ0X">What the Customer Sees in the Confirmation Email</h3>
 
<img src="https://help.travala.com/hc/article_attachments/29298603089305" width="557" height="695">
 
<h3 id="h_01HQQT05FJB6AZ7AKDM23KRHC4">Manual Bookings Made on Duffel Dashboard and PK Fare Portal</h3>
<table style="border-collapse: collapse; height: 78px; width: 100%;">
<tbody>
<tr style="height: 50px;">
<td style="width: 98.5714%; background-color: #f1f1f1; height: 65px;">
IMPORTANT: 
For bookings made manually on the supplier portal or dashboard, PK fares do not provide the duration time, and Duffel does not show there is a technical stop.
PK Fares
Ensure the technical stop is correctly shown in CMS
Duffel
When creating bookings manually via the Duffel dashboard and then uploading them to the CMS manually, the technical stop won't show. It is only available through the API to our end users using our platform to book. Double-check if there is a technical stop so it can be correctly shown in CMS.
 
</td>
</tr>
</tbody>
</table>

Flight Bookings - Technical Stop 

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?

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?

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?

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?

<h2 id="h_01HNF7JKT0AB9Z5RT2HFXVNB5V">Heading 2 (H2)</h2>
Use for the heading of section in an article, with text colour 'darkest blue'
<img src="https://help.travala.com/hc/article_attachments/28248902140825" width="200" height="150">
example
<img src="https://help.travala.com/hc/article_attachments/28248902148121" width="553" height="408">
 
Sub Headings
Use paragraph text with bold text
<img src="https://help.travala.com/hc/article_attachments/28249251968281">
 
Body
Use paragraph for text body of an article, can be bold
<img src="https://help.travala.com/hc/article_attachments/28248902150169">

Templates - Headings

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?

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?

WAAS (Wallet as a service) uses the Binance payment service and replaces the build-in wallet. The change over was implemented on the 22August 2023 and applies to all platforms -  Desktop, Mobile, Web, App, Mini App.
Benefits of WAAS:
<ul>
<li>Easier for the company to manage transactions</li>
<li>Customers will have access to more tokens, coins and networks</li>
</ul>
 
This article contains the following sections:
<ul>
<li><a href="#h_01H8E1EC8JQ9XSEAWVFK15V9EM" target="_self">FAQs</a></li>
<li><a href="#h_01H8E30RJZJAG0QYYR4B82463A" target="_self">What Tokens/Coins and Networks are Supported?</a></li>
</ul>
Links to other articles
<ul>
<li><a href="https://help.travala.com/hc/en-us/articles/22117966455833" target="_blank" rel="noopener">WAAS - Deposit</a></li>
<li><a href="https://help.travala.com/hc/en-us/articles/22123893567257" target="_blank" rel="noopener">WAAS - Withdrawals</a></li>
<li><a href="https://help.travala.com/hc/en-us/articles/22133152820633" target="_blank" rel="noopener">WAAS - Payment Method My Wallet</a></li>
<li><a href="https://help.travala.com/hc/en-us/articles/22562132135065" target="_blank" rel="noopener">WAAS - Swap AVA 1.0 to AVA 2.0</a></li>
<li><a href="https://help.travala.com/hc/en-us/articles/22568406568729" target="_blank" rel="noopener">WAAS - Binance Escalation of Issues</a></li>
</ul>
 
<h2 id="h_01H8E1EC8JQ9XSEAWVFK15V9EM">FAQs</h2>
Will customers be given a new wallet addresses?
Yes. Customers wallet deposit address will update to the new wallet address provided by the Binance system.
<table style="border-collapse: collapse; height: 78px; width: 80%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #6f6f40; width: 2.67857%;">
 
</td>
<td style="width: 97.3214%; background-color: #fff9e5; height: 65px;">
NOTE: CMS not displaying New Wallet Addresses?
New wallet addresses will only display in the CMS once the customer has logged into their Travala.com account. Once logged in their new wallets address will generate into the CMS.
This reduces the number of wallet addresses that the system needs to create.
</td>
</tr>
</tbody>
</table>
 
Can customers still deposit to their 'old' wallet address?
Yes. Customers can still deposit to their old wallet address. Whilst there is no current eta when the old wallet will be deactivated, customer are encouraged to move over to the new wallet addresses as soon as possible.
 
Who do I contact if the customer has an issue with their NEW deposit address?
If the customer uses their
<ul>
<li>
NEW wallet address contact Binance for assistance</li>
<li>
OLD wallet address, this is still handled internally by our devs. Send a side conversation to Slack | #bug-report 
</li>
</ul>
<table style="border-collapse: collapse; height: 78px; width: 100%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #c8c8c8; width: 1.42857%;">
 
</td>
<td style="width: 98.5714%; background-color: #f1f1f1; height: 65px;">
IMPORTANT: Customer Point of View
We are using Binance as a background infrastructure. As far as our customers are concerned, this is still a Travala.com wallet. 
We will handle all enquiries and if, for example, there are issues with memos, we will contact the appropriate team on behalf of the customer for assistance.
NEW Wallet = Binance
OLD Wallet = Travala.com internal dev team
At no time do we request the customer to contact Binance or place the blame on Binance if we are having internal challenges communicating with Binance.
</td>
</tr>
</tbody>
</table>
<ul>
<li style="list-style-type: none;"> </li>
<li style="list-style-type: none;"> </li>
</ul>
<h2 id="h_01H8E30RJZJAG0QYYR4B82463A"><a href="#h_01H8E30RJZJAG0QYYR4B82463A" target="_self">What Tokens/Coins and Networks are Supported?</a></h2>
<table style="border-collapse: collapse; height: 278px; border-color: #d9d9d9; width: 100%;" border="1">
<tbody>
<tr style="height: 35px;">
<td class="wysiwyg-indent1" style="width: 22.1429%; border-color: #d9d9d9; height: 35px; background-color: #005da7;">Token/Coin</td>
<td class="wysiwyg-indent1" style="width: 709.857%; border-color: #d9d9d9; height: 35px; background-color: #005da7;">Network</td>
</tr>
<tr style="height: 35px;">
<td class="wysiwyg-indent1 wysiwyg-text-align-center" style="width: 22.1429%; border-color: #d9d9d9; height: 35px;">AVA</td>
<td class="wysiwyg-indent2 wysiwyg-text-align-center" style="width: 709.857%; border-color: #d9d9d9; height: 35px;">BEP20 - ERC20</td>
</tr>
<tr style="height: 35px;">
<td class="wysiwyg-indent1 wysiwyg-text-align-center" style="width: 22.1429%; border-color: #d9d9d9; height: 35px;">BTC</td>
<td class="wysiwyg-indent1 wysiwyg-text-align-center" style="width: 709.857%; border-color: #d9d9d9; height: 35px;">BTC</td>
</tr>
<tr style="height: 35px;">
<td class="wysiwyg-indent1 wysiwyg-text-align-center" style="width: 22.1429%; border-color: #d9d9d9; height: 35px;">SOL</td>
<td class="wysiwyg-indent1 wysiwyg-text-align-center" style="width: 709.857%; border-color: #d9d9d9; height: 35px;">SOL</td>
</tr>
<tr style="height: 33px;">
<td class="wysiwyg-text-align-center" style="width: 22.1429%; border-color: #d9d9d9; height: 33px;">BNB</td>
<td class="wysiwyg-text-align-center" style="width: 709.857%; border-color: #d9d9d9; height: 33px;">BEP20</td>
</tr>
<tr>
<td class="wysiwyg-text-align-center" style="width: 22.1429%; border-color: #d9d9d9;">ETH</td>
<td class="wysiwyg-text-align-center" style="width: 709.857%; border-color: #d9d9d9;">ERC20</td>
</tr>
<tr style="height: 32px;">
<td class="wysiwyg-text-align-center" style="width: 22.1429%; border-color: #d9d9d9; height: 32px;">USDT</td>
<td class="wysiwyg-text-align-center" style="width: 709.857%; border-color: #d9d9d9; height: 32px;">BEP20 - ERC20 - TRC20 - SOL</td>
</tr>
<tr style="height: 43px;">
<td class="wysiwyg-text-align-center" style="width: 22.1429%; border-color: #d9d9d9; height: 43px;">USDC</td>
<td class="wysiwyg-text-align-center" style="width: 709.857%; border-color: #d9d9d9; height: 43px;">BEP20 - ERC20 - TRC20 - SOL</td>
</tr>
</tbody>
</table>

WAAS - Wallet As A Service

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?

Travala.com takes customers privacy and security seriously. If a customer requests to make changes to their booking over chat or email, we must first verify that we are chatting with the account owner or traveller(s) before proceeding with the changes.
 
<table style="border-collapse: collapse; height: 78px; width: 100%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #c8c8c8; width: 1.42857%;">
 
</td>
<td style="width: 98.5714%; background-color: #f1f1f1; height: 65px;">
IMPORTANT: Chat
If the customer cannot answer these questions then we cannot proceed with the changes over chat. We will require the customer to send an email to <a href="mailto:support@travala.com">support@travala.com</a> from the email address in the booking.
</td>
</tr>
</tbody>
</table>
 
 
If chat/support ticket email &amp; booking email the same
<ul>
<li>Ask for order number, hotel booking code or flight PNR</li>
</ul>
 
If chat/support ticket email not the same as booking email or typo in email
<ul>
<li class="p2">Ask for ALL booking details
<ul>
<li class="p2">Order number, hotel booking code or flight PNR</li>
<li class="p2">ALL Travellers full name (s)</li>
<li class="p2">Travel details - Hotel name, room type, Airline, Origin &amp; Destination etc</li>
<li class="p2">Number of pax 
</li>
</ul>
</li>
<li class="p2">Payment details
<ul>
<li class="p2">Currency / payment method</li>
<li class="p2">Amount of payment</li>
<li class="p2">TxID (crypto payments)</li>
</ul>
</li>
</ul>
 
 
<table style="border-collapse: collapse; height: 78px; width: 100%;">
<tbody>
<tr style="height: 50px;">
<td style="width: 98.5714%; background-color: #f1f1f1; height: 65px;">
IMPORTANT: Cancellations
All cancellation requests must be done via email. We cannot action cancellation requests over chat. 
</td>
</tr>
</tbody>
</table>

Security Questions to Verify Customer

<table style="border-collapse: collapse; width: 100%;">
<tbody>
<tr>
<td style="width: 100%; background-color: #f6fbff;">
You will require access to:
<ul>
<li class="wysiwyg-indent1"><a href="https://easypnr.com/" target="_blank" rel="noopener">EasyPNR</a></li>
<li class="wysiwyg-indent1">PKFares portal</li>
</ul>
</td>
</tr>
</tbody>
</table>
 
PKFares send email notifications to advise of involuntary flight schedule changes. The format is hard to read and not well presented. Do not send this format to customers.
example of PKFares format
<img src="https://help.travala.com/hc/article_attachments/11705608034201" alt="mceclip2.png">
 
example of preferred format to send to customer
<img src="https://help.travala.com/hc/article_attachments/11705689646617" alt="mceclip3.png">
 
 
<h2>How to Format a PKFare Schedule Change</h2>
<ol>
<li>Log into the <a href="https://www.pkfare.com/sign/sign-in" target="_blank" rel="noopener">PKFare portal</a> </li>
<li>Click on Order Manangement / Search for the booking using Order/Item No or PNR</li>
<li>Click on View PNR <img src="https://help.travala.com/hc/article_attachments/11708556919961" alt="mceclip4.png"> 
</li>
<li>Copy flight details only <img src="https://help.travala.com/hc/article_attachments/11708634414105" alt="mceclip7.png" width="673" height="223"> 
</li>
<li> Open EasyPNR and paste in flight details <img src="https://help.travala.com/hc/article_attachments/11708695132057" alt="mceclip8.png" width="634" height="422"> 
</li>
<li>The new format will appear below <img src="https://help.travala.com/hc/article_attachments/11708769700121" alt="mceclip9.png"> 
</li>
<li>Screenshot the new format and paste into Zendesk email to customer. Use the Zendesk Macro - AIR::Customer::Schedule Change Notification <img src="https://help.travala.com/hc/article_attachments/11709253472793" alt="mceclip13.png"> 
</li>
</ol>
<table style="border-collapse: collapse; height: 78px; width: 100%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #005da7; width: 1.42857%;">
 
</td>
<td style="width: 98.5714%; background-color: #f6fbff; height: 65px;">
 
TIP: The schedule change may not be obvious to the customer. To make it clear for the customer specify in the email what has changed and the Origin &amp; Destination affected.
example
<img src="https://help.travala.com/hc/article_attachments/11709276546457" alt="mceclip14.png">
</td>
</tr>
</tbody>
</table>

PKFares - How to Format PNR Time Changes

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?

1. How are we going to process USDT payments to customers if they don't want TCs? 
 
-&gt; In this case, we will have to manually transfer USDT. 
 
<ol>
<li>
Kindly contact Jayden, Silvia, Kenny, Rik or Allan to roll back TCs from the customer Travala account. 
</li>
<li>Raise a request to Charles and Matt in the Travelfront Wallet TG group and provide ZD ticket number to support your request. 
</li>
</ol>
<img src="https://help.travala.com/hc/article_attachments/26602839830041" alt="Screen Shot 2023-12-19 at 20.36.16.png">
 
 
 
2. Will the TCs from converted BUSD be distiguished from the standard TCs in the customer account? 
 
-&gt; Yes the customer will be able to see this conversion in the transaction history.
<img src="https://help.travala.com/hc/article_attachments/26602556013337" alt="photo_2023-12-19 14.50.46.jpeg">

BUSD DISCONTINUED - Q&A

This article contains the following sections:
<ul>
<li><a href="#h_01F3Q40RGC7P9STAGQRAM01Z0Y" target="_self">Account Access</a></li>
<li><a href="#h_01F3Q410FZ1F9DVCJE5EMG68Z8" target="_self">Contact Details</a></li>
<li><a href="#h_01HMR43NWSNX0N0K090V5ZMBGQ">REAP Overview</a></li>
<li><a href="#h_01F3Q41KN5QAB47DYTG9MHGWRT">REAP Notes</a></li>
</ul>
<h2 id="h_01F3Q40RGC7P9STAGQRAM01Z0Y">Account Access</h2>
<table style="border-collapse: collapse; border: 1px #dddddd; width: 100%; height: 66px;" border="1" cellpadding="10px">
<tbody>
<tr style="height: 22px;">
<td style="width: 35%; background-color: #f6fbff; height: 22px;">Portal Link</td>
<td style="width: 65%; background-color: #f6fbff; height: 22px;"><a href="https://dashboard.reap.global/login" target="_blank" rel="noopener noreferrer">REAP link</a></td>
</tr>
<tr style="height: 22px;">
<td style="width: 35%; background-color: #f6fbff; height: 22px;">Username</td>
<td style="width: 65%; height: 22px;">own username</td>
</tr>
<tr style="height: 22px;">
<td style="width: 35%; background-color: #f6fbff; height: 22px;">Password</td>
<td style="width: 65%; height: 22px;">own password</td>
</tr>
</tbody>
</table>
 
<h2 id="h_01F3Q410FZ1F9DVCJE5EMG68Z8">Contact Details</h2>
<table style="border-collapse: collapse; border: 1px #dddddd; width: 100%; height: 83px;" border="1" cellpadding="10px">
<tbody>
<tr style="height: 21px;">
<td style="width: 35.2857%; height: 21px;">Group on Telegram</td>
<td style="width: 64.8572%; height: 21px;">TRAVALA Credit Card Payments</td>
</tr>
<tr style="height: 21px;">
<td style="width: 35.2857%; height: 21px;">Contact person </td>
<td style="width: 64.8572%; height: 21px;">@charlesgreniergreen (on telegram)</td>
</tr>
</tbody>
</table>
 
<h2 id="h_01HMR43NWSNX0N0K090V5ZMBGQ">REAP Overview</h2>
What is REAP?
Reap is a virtual credit card part of the VISA network.
 
Card Limit &amp; Top Ups
Card limits are monthly limits and will be topped up on a a monthly basis. However, manual top-ups during the month are possible if needed.
 
Fees
USD payments, no fees. Any other currency, 1.8% fee applies.
 
Card Guarantees
Card guarantees work the same way as any other credit card. The merchant blocks the required amount on the card.
 
Minimum Spend
No minimum spend
 
Two-factor Authentication
Don't forget to update your phone number for OTP codes or set up Google Authenticator.
 
 
<h2 id="01HCFCR3EX0ZRRS2X5HK33RQ2D">
REAP Notes for Credit Card Transactions Reconciliation:
</h2>
<table style="border-collapse: collapse; height: 78px; width: 100%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #c8c8c8; width: 1.42857%;">
 
</td>
<td style="width: 98.5714%; background-color: #f1f1f1; height: 65px;">
IMPORTANT: Upload Receipts
Please upload receipts, invoices, or, alternatively, screenshots if receipts are not available. 
</td>
</tr>
</tbody>
</table>
 
Template to use:
 CMS Booking Reference:  
Supplier Booking Reference:  
Supplier:
ZD Ticket: 
Reason for charge: 
(baggage, seating, concierge booking..etc. ) 
CMS/Manual Booking Record Updated: Y/N
 
Format to enter into notes in REAP:
<span style="color: #1f1f1f; font-family: ' Google Sans' , Roboto, sans-serif; font-size: 12px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; 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: pre-wrap; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">CMS Booking Reference: \Supplier Booking Reference: \Supplier: \ZD Ticket: \Reason for charge: \CMS/Manual Booking Record Updated: Y/N
 
<span style="color: #1f1f1f; font-family: ' Google Sans' , Roboto, sans-serif; font-size: 12px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; 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: pre-wrap; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">Example: 
 
<span style="color: #1f1f1f; font-family: ' Google Sans' , Roboto, sans-serif; font-size: 12px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; 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: pre-wrap; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;"><img src="https://help.travala.com/hc/article_attachments/47424952159641">
 
<h2 id="01HQQMBXTHHQG23K9B7BMQ74FG">CMS Currency</h2>
<table style="border-collapse: collapse; height: 78px; width: 100%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #c8c8c8; width: 1.42857%;">
 
</td>
<td style="width: 98.5714%; background-color: #f1f1f1; height: 65px;">
IMPORTANT: USD Currency
Always use the USD amount from REAP to enter the cost price in CMS. This is predominantly for transactions where the billing currency in REAP differs from the supplier currency in CMS. 
</td>
</tr>
</tbody>
</table>
 
Example: 
The amount billed by the airline for baggage is in IDR currency
<img src="https://help.travala.com/hc/article_attachments/29295222178713">
Click on this transaction line in REAP to see the equivalent USD amount
 
<img src="https://help.travala.com/hc/article_attachments/29295222183577">
 
Enter this USD amount in CMS 
This can be done by updating the Additional Booking Cost Amount field (ensure the customer's payment is entered in the order)
<img src="https://help.travala.com/hc/article_attachments/29295222189337">
 
Alternatively, it can be done via the Additional Payment screen
 
<img src="https://help.travala.com/hc/article_attachments/29295222197529">
<h2 id="01HQQMXEK89N12C85F31M3YA2D"> </h2>
<table style="border-collapse: collapse; height: 78px; width: 100%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #c8c8c8; width: 1.42857%;">
 
</td>
<td style="width: 98.5714%; background-color: #f1f1f1; height: 65px;">
IMPORTANT: Kiwi bookings
Kiwi's default currency in CMS is EUR. Therefore, use the USD amount in REAP and convert it to EUR in Fxtop. You can then enter the EUR amount in CMS. 
</td>
</tr>
</tbody>
</table>

REAP

Related links
<ul>
<li><a href="https://help.travala.com/hc/en-us/articles/19918953353241" target="_blank" rel="noopener noreferrer">Crypto - BTC vs BTC Lightning</a></li>
</ul>
 
Payment Gateway
Travala.com uses OpenNode as the payment gateway processor for BTC Lightning. 
 
Create Invoice
Currently we cannot create an invoice on OpenNode platform.

Crypto - What Payment Gateway does BTC Lightning use?

External links
<ul>
<li><a href="https://tronscan.org/#/" target="_blank" rel="noopener">Tronscan.org Explorer</a></li>
<li><a href="https://support.tronscan.org/hc/en-us/articles/360042161531-What-should-I-do-if-the-receiving-address-did-not-get-the-funds" target="_blank" rel="noopener">Tronscan - What should I do if the receiving address did not get the funds</a></li>
<li><a href="https://nowpayments.io/help/dashboard/how-to-use-the-dashboard" target="_blank" rel="noopener">NowPayments - How to use the dashboard</a></li>
<li><a href="https://nowpayments.io/help/dashboard/how-to-view-past-payments-and-purchases" target="_blank" rel="noopener">Nowpayments - Payment Statuses</a></li>
</ul>
 
<table style="border-collapse: collapse; width: 100%; height: 428px;" border="1">
<tbody>
<tr style="height: 22px;">
<td style="width: 33.3333%; height: 67px; vertical-align: middle; border-color: #ffffff;"> </td>
<td class="wysiwyg-indent1" style="width: 33.3333%; height: 67px; vertical-align: middle; background-color: #d9d9d9; border-color: #ffffff;">NowPayments</td>
<td class="wysiwyg-indent1" style="width: 33.3333%; height: 67px; vertical-align: middle; background-color: #d9d9d9; border-color: #ffffff;">Tronscan</td>
</tr>
<tr style="height: 22px;">
<td style="width: 33.3333%; vertical-align: top; height: 67px; background-color: #f6fbff; border-color: #d9d9d9;">
Txhash ID is an unique identifier to check transaction status on blockchain 
</td>
<td class="wysiwyg-indent1" style="width: 33.3333%; vertical-align: top; height: 67px; border-color: #d9d9d9;">Payin hash</td>
<td class="wysiwyg-indent1" style="width: 33.3333%; vertical-align: top; height: 67px; border-color: #d9d9d9;">Hash</td>
</tr>
<tr style="height: 44px;">
<td style="width: 33.3333%; vertical-align: top; height: 67px; background-color: #f6fbff; border-color: #d9d9d9;">
Account crypto transferred to (received payment)
</td>
<td class="wysiwyg-indent1" style="width: 33.3333%; vertical-align: top; height: 67px; border-color: #d9d9d9;">Payin address</td>
<td class="wysiwyg-indent1" style="width: 33.3333%; vertical-align: top; height: 67px; border-color: #d9d9d9;">To</td>
</tr>
<tr style="height: 44px;">
<td style="width: 33.3333%; vertical-align: top; height: 67px; background-color: #f6fbff; border-color: #d9d9d9;">
Account crypto was transferred from
</td>
<td class="wysiwyg-indent1" style="width: 33.3333%; vertical-align: top; height: 67px; border-color: #d9d9d9;">-</td>
<td class="wysiwyg-indent1" style="width: 33.3333%; vertical-align: top; height: 67px; border-color: #d9d9d9;">From</td>
</tr>
<tr style="height: 118px;">
<td style="width: 33.3333%; vertical-align: top; height: 67px; background-color: #f6fbff; border-color: #d9d9d9;">
Met required number of confirmations (blocks) to confirm transaction
</td>
<td style="width: 33.3333%; vertical-align: top; height: 67px; border-color: #d9d9d9;">
Status - Finished
refer to <a href="https://docs.google.com/spreadsheets/d/1-_LETmJk9wBPFL5wcSqU98zWX0NWgGyrCV2bI3uJlXo/edit?pli=1#gid=0" target="_blank" rel="noopener">Currency List sheet</a> for number of confirmations NowPayment requires to confirm a transaction
</td>
<td style="width: 33.3333%; vertical-align: top; height: 67px; border-color: #d9d9d9;">
Status - Confirmed
 
</td>
</tr>
<tr style="height: 22px;">
<td style="width: 33.3333%; vertical-align: top; height: 67px; background-color: #f6fbff; border-color: #d9d9d9;">
Amount received less NowPayment Service fees
</td>
<td style="width: 33.3333%; vertical-align: top; height: 67px; border-color: #d9d9d9;">
Pay price
</td>
<td style="width: 33.3333%; vertical-align: top; height: 67px; border-color: #d9d9d9;">
- 
</td>
</tr>
<tr style="height: 44px;">
<td style="width: 33.3333%; vertical-align: top; height: 67px; background-color: #f6fbff; border-color: #d9d9d9;">
Amount transferred by customer (excl. NowPayment Service fees)
</td>
<td style="width: 33.3333%; vertical-align: top; height: 67px; border-color: #d9d9d9;">
Actually paid
</td>
<td style="width: 33.3333%; vertical-align: top; height: 67px; border-color: #d9d9d9;">
Amount
</td>
</tr>
<tr style="height: 67px;">
<td style="width: 33.3333%; vertical-align: top; height: 67px; background-color: #f6fbff; border-color: #d9d9d9;">
Transaction Fee customer paid when transferring crypto from account to
</td>
<td style="width: 33.3333%; vertical-align: top; height: 67px; border-color: #d9d9d9;">
-
</td>
<td style="width: 33.3333%; vertical-align: top; height: 67px; border-color: #d9d9d9;">
Resources Consumed &amp; Fee
</td>
</tr>
</tbody>
</table>
 
 
<h2>NowPayments</h2>
Original Price - cost of the product on Travala.com
<img src="https://help.travala.com/hc/article_attachments/20994614149401" width="513" height="609">
 
 
<h2>Tronscan.org</h2>
<ul>
<li>
Resources Consumed &amp; Fee - fee paid by customer to transfer crypto From - Account where funds transferred from</li>
<li>
To - Account where funds transferred to</li>
</ul>
<img src="https://help.travala.com/hc/article_attachments/20994671560217">

Crypto - Tronscan Explorer

Sometimes customers forget to log in while creating new orders. As a result, nothing appears in their booking history.
 
<table style="border-collapse: collapse; height: 78px; width: 100%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #c8c8c8; width: 1.42857%;">
 
</td>
<td style="width: 98.5714%; background-color: #f1f1f1; height: 65px;">
 IMPORTANT: Member Discounts
Although we can link the order manually to guest's account, we will not be able to apply any member discounts on an existing booking. Request must be submitted before start time of order so system can generate loyalty rewards automatically. 
 
</td>
</tr>
</tbody>
</table>
 
 
<h2 id="h_01HMR3NE09P848CGQD2N2DVX7H">How to Link an Order Manually to their Account</h2>
<ol>
<li>At the searching screen, drag your result to the right to find Attach User button. <img src="https://help.travala.com/hc/article_attachments/25274140362777" alt="Screen Shot 2023-11-16 at 13.22.15.png"> 
</li>
<li>Input User's email address, system will detect whether this address has been registered with us or not. If yes, you can click on Confirm to finish. <img src="https://help.travala.com/hc/article_attachments/25274129778841" alt="Screen Shot 2023-11-16 at 13.30.03.png">
</li>
</ol>

How can we Add Bookings to a Customer's Account?

1.Log into Sabre Central - <a href="https://central.sabre.com/s/">https://central.sabre.com/s/</a> ( Sabre logins - PCC 8SAJ)  2. Click on Training 3. Select Self-paced Training 4. Enroll in NDC -Air Shopping Module
<img src="https://help.travala.com/hc/article_attachments/24948587281433">

Sabre NDC Training Access

Payment processing fees can quickly add up when paying for bookings using our credit cards. 
Please be careful to add enough % markup to cover the fees. 
These fees include: 
2% REAP for a EUR payment
3.5% Stripe fee from the supplier
2% lost in Now Payment fees
 
<table style="border-collapse: collapse; height: 93px; width: 100.143%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #6f6f40; width: 2.67857%;">
 
</td>
<td style="width: 97.3214%; background-color: #fff9e5; height: 65px;">
NOTE: 
Credit card fees only apply when the charge is made on the credit card, NOT if we're using the credit card for authorisation only to guarantee a booking
</td>
</tr>
</tbody>
</table>

Credit Card And Payment Processing Fees

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?

Customers may not see BinancePay as a payment option on Travala.com if the IP address is from a country that is not supported by BinancePay.
 
External link
<ul>
<li><a href="https://www.binance.com/en/country-region-selector" target="_blank" rel="noopener noreferrer">List of Countries &amp; Regions where BinancePay is available</a></li>
</ul>
 
example - where BinancePay does not display as a payment option
<img src="https://help.travala.com/hc/article_attachments/25677560568601" width="321" height="612">

Crypto - Why isn't BinancePay showing as a Payment Option?

<a name="back%20to%20top"></a>This article is linked with: 
<ul>
<li><a href="https://help.travala.com/hc/en-us/articles/4415141492633/live_preview/01JJ4KSEVX2MAT39M873KGQP1Q" target="_blank" rel="noopener noreferrer">Creating Zendesk Knowledge Articles - Standards and Expectations</a></li>
<li><a href="https://help.travala.com/hc/en-us/articles/28245101799321-Template-Tables" target="_blank" rel="noopener noreferrer">Template - Tables</a></li>
<li><a href="https://help.travala.com/hc/en-us/articles/20039071066905-Template-Concierge" target="_blank" rel="noopener noreferrer">Template - Concierge</a></li>
<li>
<ul style="box-sizing: border-box; list-style: none; margin: 0px; padding: 0px; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; 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;">
<li style="box-sizing: border-box;"><a class="sidenav-item " style="box-sizing: border-box; background-color: transparent; color: #1e2e5e; text-decoration: none; display: block; margin-top: 10px; margin-bottom: 16px; overflow: hidden; text-overflow: ellipsis;" href="https://help.travala.com/hc/en-us/articles/18317759850137-Templates-Important-Tip-Note-text-boxes">Templates - Important, Tip &amp; Note text boxes</a></li>
</ul>
</li>
</ul>
This article contains the following sections:
<ul>
<li><a href="#h_01F3Q40RGC7P9STAGQRAM01Z0Y" target="_self">Account Access</a></li>
<li><a href="#h_01F3Q410FZ1F9DVCJE5EMG68Z8" target="_self">Contact Details</a></li>
<li><a href="#h_01F3Q41KN5QAB47DYTG9MHGWRT" target="_self">Learning Guides</a></li>
<li><a href="#h_01F3Q41KN5QAB47DYTG9MHGWRT" target="_self">Supplier Information</a></li>
</ul>
<h2 id="h_01F3Q40RGC7P9STAGQRAM01Z0Y">Account Access</h2>
<table style="border-collapse: collapse; border: 1px #dddddd; width: 100%;" border="1" cellpadding="10px">
<tbody>
<tr>
<td style="width: 35%; background-color: #f6fbff;">Portal Link</td>
<td style="width: 65%; background-color: #f6fbff;"> </td>
</tr>
<tr>
<td style="width: 35%; background-color: #f6fbff;">Username</td>
<td style="width: 65%; background-color: #f6fbff;"> </td>
</tr>
<tr>
<td style="width: 35%; background-color: #f6fbff;">Password</td>
<td style="width: 65%; background-color: #f6fbff;"> </td>
</tr>
<tr>
<td style="width: 35%; background-color: #f6fbff;">Credit Line</td>
<td style="width: 65%; background-color: #f6fbff;"> </td>
</tr>
<tr>
<td style="width: 35%; background-color: #f6fbff;">Commission</td>
<td style="width: 65%; background-color: #f6fbff;"> </td>
</tr>
</tbody>
</table>
 
<h2 id="h_01F3Q410FZ1F9DVCJE5EMG68Z8">Contact Details</h2>
<table style="border-collapse: collapse; border: 1px #dddddd; width: 100%; height: 83px;" border="1" cellpadding="10px">
<tbody>
<tr style="height: 21px;">
<td style="width: 35.2857%; height: 21px;">Phone</td>
<td style="width: 64.8572%; height: 21px;"> </td>
</tr>
<tr style="height: 21px;">
<td style="width: 35.2857%; height: 21px;">Email </td>
<td style="width: 64.8572%; height: 21px;"> </td>
</tr>
</tbody>
</table>
 
Refunds
<table style="border-collapse: collapse; border: 1px #dddddd; width: 691.919px;" border="1" cellpadding="10px">
<tbody>
<tr>
<td style="width: 218.958px;">Lodge Refund Request</td>
<td style="width: 449.618px;"> </td>
</tr>
<tr>
<td style="width: 218.958px;">Refund-related Query</td>
<td style="width: 449.618px;"> </td>
</tr>
</tbody>
</table>
 
<h2 id="h_01F3Q41KN5QAB47DYTG9MHGWRT">Learning Guides</h2>
 
<table style="border-collapse: collapse; border: 1px #dddddd; width: 100%;" border="1" cellpadding="10px">
<tbody>
<tr style="height: 21px;">
<td style="width: 35.2857%; height: 21px;"> </td>
<td style="width: 64.8572%; height: 21px;"> </td>
</tr>
</tbody>
</table>
 
<h2 id="h_01F3Q41KN5QAB47DYTG9MHGWRT">Supplier Information</h2>

Template - Supplier

A customer may submit a special request, at time of booking, to book a property's transportation/shuttle bus. To avoid confusion with pick-up times, please advise the customer to contact the property directly to arrange pick-up. As a courtesy please provide the customer with property phone number and email address.
If the property does not offer a shuttle pick-up service we can direct them to the Activity section on our website. The customer may find a suitable transfer option for their requirements.

Hotel Transfer Service Arrangement

Issues can be escalated to Binance in the Travala &lt;&gt; Binance WAAS telegram group. The general turnaround time is 2hrs.
The top three issues to escalate to Binance are:
<ol>
<li>Missing withdrawal
<ul>
<li>Withdrawal success on backend, failed on blockchain</li>
<li>No TxID general for a long time 
</li>
</ul>
</li>
<li>Withdrawal request failure 
</li>
<li>Deposit not arrived
<ul>
<li>Unsupported coin/token</li>
<li>Incorrect address</li>
<li>Wrong / Missing Memo</li>
</ul>
</li>
</ol>
Refer to the Binance - <a href="https://docs.google.com/presentation/d/1I63DrzoHVYulaSSxLW47lrlH2HQMOLtDECDSBNg4q30/edit#slide=id.gf0d8031a7b_1_21" target="_blank" rel="noopener">Top 3 Issues googlesheet</a> for more information

WAAS - Binance Escalation of Issues

On the 28 August 2023 Travala.com supported the AVA token swap from AVA 1.0 to AVA 2.0.
 
<table style="border-collapse: collapse; height: 78px; width: 100%;">
<tbody>
<tr style="height: 50px;">
<td style="width: 98.5714%; background-color: #f1f1f1; height: 65px;">
IMPORTANT: Customer Enquiries
Any customer enquiries about the AVA swap that are NOT related to the Travala.com wallet, refer the customer to the <a href="https://t.me/avatokenofficial" target="_blank" rel="noopener">AVA Official Chat telegram group</a> for assistance.
</td>
</tr>
</tbody>
</table>
 
Links to other articles
<ul>
<li><a href="https://help.travala.com/hc/en-us/articles/22117966455833" target="_blank" rel="noopener">WAAS - Deposit</a></li>
<li><a href="https://help.travala.com/hc/en-us/articles/22123893567257" target="_blank" rel="noopener">WAAS - Withdrawals</a></li>
<li><a href="https://help.travala.com/hc/en-us/articles/22133152820633" target="_blank" rel="noopener">WAAS - Payment Method My Wallet</a></li>
<li><a href="https://help.travala.com/hc/en-us/articles/22568406568729" target="_blank" rel="noopener">WAAS - Binance Escalation of Issues</a></li>
</ul>
Related External links
<ul>
<li><a href="https://www.travala.com/blog/travala-com-will-support-the-ava-token-swap" target="_blank" rel="noopener">Blog - Travala.com will Support the AVA Token Swap</a></li>
<li><a href="https://www.avafoundation.org/introducing-ava-2-0-upcoming-token-swap/" target="_blank" rel="noopener">Blog - Introducing AVA 2.0</a></li>
<li><a href="https://www.travala.com/blog/ava-foundation-releases-information-about-the-ava-token-swap/" target="_blank" rel="noopener">Blog - Release Information about the AVA Token Swap</a></li>
</ul>
 
What is the AVA version?
AVA 1.0 is where AVA uses the network BEP2 and BEP20
AVA 2.0 is where AVA that uses the network ERC20
 
<table style="border-collapse: collapse; height: 78px; width: 80%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #6f6f40; width: 2.67857%;"> </td>
<td class="wysiwyg-indent2" style="width: 97.3214%; background-color: #fff9e5; height: 65px;">
NOTE: AVAOLD token is AVA 1.0 AVA token is AVA 2.0
</td>
</tr>
</tbody>
</table>
 
Before the Swap
AVA 1.0 token exists as a multichain token on the BEP-2, BEP-20 and ERC-20 protocols.
 
After the Swap
Following the token swap, all legacy versions of the AVA 1.0 token were swapped to the new AVA token on the Ethereum (ERC-20) protocol.
The new AVA 2.0 token was issued on a 1:1 basis for existing AVA 1.0 holders. 
The token name was updated from Travala.com to AVA. The ticker name did not change.
 
Who can see the Terms &amp; Conditions popup?
As part of the transition from AVA 1.0 to AVA 2.0 the customer must agree to the terms and conditions of the swap before using Travala.com.
The popup Terms and Conditions will appear when the customer logs into their travala.com account and their AVA balance is greater than zero.
<img src="https://help.travala.com/hc/article_attachments/22612822786713">
Once the T&amp;Cs are accepted our system automatically swaps the AVAOLD to AVA.
 
What happens if customer doesn't agree with the T&amp;Cs?
The Terms &amp; Conditions popup will continue to display anywhere in the system until the customer agrees with the T&amp;C.

WAAS -  Swap AVA 1.0 to AVA 2.0

Related articles:
<ul>
<li>
<a href="https://help.travala.com/hc/en-us/articles/19918953353241" target="_blank" rel="noopener">Crypto - BTC vs BTC Lightning</a>
</li>
</ul>
Related external link:
<ul>
<li><header class="mb-1 font-primary text-2xl font-bold leading-10 text-body-primary-color"><a href="https://help.opennode.com/en/articles/4357293-how-do-i-complete-a-bitcoin-checkout" target="_blank" rel="noopener">How do I complete a bitcoin checkout?</a></header></li>
</ul>
 
<table style="border-collapse: collapse; height: 78px; width: 100%;">
<tbody>
<tr style="height: 50px;">
<td style="width: 98.5714%; background-color: #f1f1f1; height: 65px;">
IMPORTANT: On-chain vs Lightning (off-chain)
On-chain means you are making a BTC payment on the Bitcoin Blockchain
Lightning means you are paying from the Lightning Network wallet (off-chain)
</td>
</tr>
</tbody>
</table>
 
If a customer is trying to make a Bitcoin (BTC) payment and they receive an error message, such as BTC address entered is invalid, they maybe using the BTC Lightning QR code to make an on-chain payment.
To pay using Lightning, the customer will need to use the Lightning QR code and a lightning enabled wallet.
To pay using On-chain, the customer will need to use the BTC (on-chain) QR code or wallet address
 
<img src="https://help.travala.com/hc/article_attachments/22570970757785" width="444" height="300">

Crypto - Opennode Wallet Invalid

If a customer has two or more separate accounts, each with a different email address, and wants to combine their travel credits into one account, is this permitted?
In short, the answer is no. Travel Credits are non transferrable even if the same customer owns multiple accounts. This is to prevent account holders collecting promo credits in multiple accounts and combining the credits together to pay for a single booking.

Travel Credits - Combine Travel Credits from Two Separate Accounts

The Expedia API (known as Rapid) will block content for customers from specific countries. This means if their account profile nationality and/or their IP address is listed in the unsupported countries their hotel search will return no results or receive a 404 error message.
<img src="https://help.travala.com/hc/article_attachments/22088734026009" width="268" height="320">
 
External Links
<ul>
<li><a href="https://developers.expediagroup.com/docs/rapid/resources/reference/supported-points-of-sale" target="_blank" rel="noopener">Rapid list of Supported Points of Sale</a></li>
</ul>
 
<h2>Troubleshooting Steps</h2>
The below steps may help resolve the customers issue where their hotel search returns no results or they receive a 404 error message:
<ul>
<li class="p1">Check the nationality in the customers account and request their location. Check this information against the <a href="https://developers.expediagroup.com/docs/rapid/resources/reference/supported-points-of-sale" target="_blank" rel="noopener">Supported Points of Sale</a> list. 
</li>
<li class="p1">If the customer is still having issue request them to clear their cache and logout from the account and login again 
</li>
<li class="p1">If the issue still exists, ask the customer to open the developer console of their browser and take a screenshot of the error.  Once the screenshot is received, create a side conversation using macro: Slack | #Bug-Report | Accommodation Issues. Attach screenshot with a clear explanation of issue.</li>
</ul>

Expedia - Customer Not Receiving Hotel Results

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?

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?

<h2 class="p1">WPA command</h2>
The command WPA will provide ALL pricing options with baggage. Just hold the required flights and use WPA to include baggage in price.
Scroll to the bottom and the fare price will increase, then just select the require baggage.
 
<table style="border-collapse: collapse; width: 100%;">
<tbody>
<tr>
<td style="width: 100%; background-color: #f6fbff;">
Important - DO NOT AUTO ISSUE
The booking must be queued to ETG for ticketing. If auto issue is selected the ticket will automatically issue at the lowest fare without baggage.
</td>
</tr>
</tbody>
</table>
 
 
<h2>Summary of Pricing Commands</h2>
<img src="https://help.travala.com/hc/article_attachments/8471443038873/mceclip0.png" alt="mceclip0.png">

Sabre Pricing Commands

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)

A quick search in Tequila can locate a BID that is missing in the CMS and Slack.
 
<ol>
<li>Go to CMS and locate the flight order <img src="https://help.travala.com/hc/article_attachments/8474533486361/mceclip0.png" alt="mceclip0.png"> 
</li>
<li>Take note of the Created Time and the outbound flight <img src="https://help.travala.com/hc/article_attachments/8474603326745/mceclip1.png" alt="mceclip1.png"> 
</li>
<li>Go to Tequila / Manage Bookings / Bookings and enter booking date then click on Apply Filter example - booking was created 02/05/2022, booking date search 02/05 - 03/05/2022 <img src="https://help.travala.com/hc/article_attachments/8474706562585/mceclip2.png" alt="mceclip2.png"> 
</li>
<li>The first 40 bookings will display. To load more results scroll to the bottom of page and click on Load More <img src="https://help.travala.com/hc/article_attachments/8474889164953/mceclip3.png" alt="mceclip3.png"> 
</li>
<li>Do a ctrl+F and enter one of the city codes of the outbound flight and check the results that match the booking in the CMS, e.g. customers name, travel dates, airline etc <img src="https://help.travala.com/hc/article_attachments/8475009680537/mceclip4.png" alt="mceclip4.png"> example - Kiwi Booking  <img src="https://help.travala.com/hc/article_attachments/8475162711321/mceclip5.png" alt="mceclip5.png"> <img src="https://help.travala.com/hc/article_attachments/8475182760985/mceclip6.png" alt="mceclip6.png"> example - CMS Order <img src="https://help.travala.com/hc/article_attachments/8475226313241/mceclip7.png" alt="mceclip7.png"> 
</li>
</ol>

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