Support

COVID-19 AND YOUR TRAVEL PLAN

Here at traveluro, we are doing our best to help our users deal with the effects COVID-19 may have on their travel plans. We are aware of the uncertainty of your future plans and will do everything in our power to assist you. Here is a list of common Q&A you might find useful. If you need further help, please contact our customer service but keep in mind that the response time is longer than usual due to the high volume of customers asking for help these days.


We are working hard with our suppliers and hotels to resolve as many issues as possible for our valued customers. If you need assistance, please email us at support@traveluro.com


We are here to help! If your reservation is not free for you to cancel on your own, please email us at support@traveluro.com for further assistance, so we can discuss this and other options with you.


We are in the process of removing all closed hotels from our website for the dates they are closed. Any of the thousands of hotels listed on Splitty Travel for your new travel dates will be displayed in your search results if they are open for business during that time. If in doubt, feel free to reach out to us!


Splitty Travel is still creating the best rates for our users even in these uncertain times. If you are unable to find anything suitable through our website, please email us at support@traveluro.com and we will be more than happy to help you find a great deal!


We are working hard with all of our suppliers and hotels to resolve these issues that are beyond our control. We are unable to guarantee anything, but we are sometimes able to issue travel credits or amend non-refundable reservations. Please reach out to us via email if you have a non-refundable reservation that is affected by COVID-19.


Bookings

In most cases you can book up to five separate rooms under one reservation, however, there are instances in which the room limit may be lower, depending on availability of rooms. If you have any doubts contact customer service and a team member will be happy to help.


In order to secure your booking on traveluro, your credit card details are required. However, as a policy we never store any of your credit card information in our database.


Once you have made a booking, you should receive a confirmation email within 30 minutes along with an attached voucher. This voucher confirms your booking is secure and contains important information for you to have with you upon check in.  If you do not receive the confirmation email within this time frame, please check your junk mail or spam filters. If you have still not received it, please don’t hesitate to contact us at support@traveluro-customer.com or use the number found here to call us directly and we will take care of it right away. A separate hotel confirmation number will be sent to you up to one day prior to your check in date.


There is no need for concern. Once you have received a confirmation email which includes the reservation voucher, your reservation is 100% confirmed and you are all set to go. It is common for hotels to wait until closer to check-in date before assigning specific rooms to guests.  We will send you the final hotel confirmation number 24 hours prior to check in.


If you can't locate your reservation number we will be happy to resend that information to you. Just email us at  support@traveluro-customer.com or use the number found here to call us directly and we will take care of it right away.


The hotel confirmation number is sent to you up to one day prior to your check in date.


You can log in to your account here and view all the reservations you have made with traveluro. In addition, you will find all reservation confirmation details on the email confirmation voucher which is sent directly to your inbox once your booking has been finalized.


If you know you will be arriving late, please let us know in advance here and we will inform the hotel for you. Please note that if you don’t inform us or the hotel that you intend on checking in after normal check-in times, we can’t guarantee that the hotel will honor your reservation and/or keep the room for you.


Of course, you can request an invoice for your booking. Please contact our customer support center at support@traveluro-customer.com or call us toll free using the numbers found  here and we will send the invoice to you right away.


Payment and Refunds

We accept all types of credit and debit cards as well as payment via PayPal.


PayPal is a company operating a worldwide online payment system that supports online money transfers and serves as an electronic alternative to traditional paper methods like checks and money orders. You can find out more about PayPal here.


A resort fee is usually a nightly charge imposed by hotels to cover the cost of certain facilities such as pool use, gym access, newspapers, Wifi etc... Unlike room rates which may vary, the resort fee is generally a fixed amount per night per room. The resort fee is charged by the hotel directly and can therefore not be paid to traveluro.


To ensure the security of all payments made online, we use the SSL protection protocol which guarantees full security of transmitted information. Your payment details are always encrypted when transmitted over the internet.


Most of the bookings sold on our website require payment up-front. If a property allows customers to pay at the hotel we will offer the option on our site as well.


Most bookings with traveluro are prepaid. However, some hotels allow you to pay for the reservation upon arrival. In these cases, it will be mentioned as an option on our website.


When booking a hotel reservation, Prepayment means you pay for the cost of the room at the time of booking instead of upon arrival or departure.



Yes. To change the credit card used to make the payment for your booking, please contact here. We will charge your new card and refund the original card within 10 days.


In some cases, certain hotels charge a city tax, resort fees, service charges or incidental fees. These are payable to the hotel directly, not to traveluro and are therefore not included in traveluro’s total price.

Please make sure to contact us as soon as possible herePlease be advised that refunds are subject to the hotel’s cancellation policy, however we always do our best to assist every customer in these situations by contacting the hotel and trying to cancel the reservation for you.


It is our policy to ensure that all reservations posted on our site are offered at the most competitive and affordable rate.  traveluro does not offer special discounts.


No, traveluro does not accept discount codes or reward cards. These can only be used when booking directly with the hotel.


Modifications and Special Requests

Please contact the hotel directly using the number included in your confirmation voucher and they will be happy to assist you with this request.


Please contact us here to submit your request and we will inform you about the hotel’s policy regarding pets.


Each reservation is different and is dependent on the policy of the hotel. If you would like to amend your booking, please contact us via phone or email using this link  https://www.traveluro.com/contact and will do our best to accommodate your requests.


You can message the hotel via the Make Changes link on your reservation voucher. The Edit Booking page allows a messaging service directly with the hotel where you can write down all your special requests and needs.


This type of request can be made using the Make Changes link on your reservation voucher. You will find the possibility of messaging the hotel directly with your request on the Edit Booking page in your account. Be sure to log into your account in order to access this option.


Room Types and Hotel Facilities

A double room usually accommodates two people sharing one bed. A twin room is for two people and has two separate beds.


A triple room usually accommodates up to three people with either one double and one single bed or a combination of beds and rollaway/folding beds.


This information will be made clearly visible for you on your reservation confirmation page and email confirmation.


You can message the hotel and ask for an extra bed via the Make Changes link on your reservation. The Edit Booking page conveniently allows you to message the hotel directly with your special requests.


Cancellations

The cancellation policy is shown prior to completing your booking and can also be found on the confirmation voucher sent to you after booking.

  • A Non-refundable policy means that if you decide to cancel, you will be charged the full price of the booking.
  • A Partial refund means a fee will apply if you decide to cancel.
  • A Fully refundable deal means you can amend or cancel your booking free of charge if done within the time period shown on the cancellation policy.

If you have purchased your reservation on the traveluro website or via a comparison site, the cancellation policy is shown once you have clicked through to view the deal.


You will receive the refund in your account approximately 3–10 business days after the date the refund request was first submitted. The exact time frame depends on the payment service used for the transaction.


Unfortunately not. The cancellation fee is dependent on the cancellation policy of your reservation and not on the amount of time that has passed since you completed your booking. Once your reservation is confirmed it will be subject to the specific cancellation policy stated in your reservation voucher.



Once your booking has been cancelled, you will receive an email notification confirming the cancellation.



General

Press on the Log in link to your account on the traveluro website and click on ‘Forgot password?’ Enter your email address and we will send you a link to renew your password.


You can change your password and personal details by logging into the traveluro site, clicking ‘My Account’ and then ‘My Profile’.


Please contact us here for any questions regarding hotel facilities.


This information will be made clearly visible for you on the reservation confirmation page and confirmation email.


You can find directions to the hotel on your confirmation email and  voucher. You can find this by clicking on ‘Check your booking information here’ on your reservation confirmation email.


This information can be found on the traveluro site at the hotel page.

Please contact us here for any further questions regarding hotel facilities.


You can delete your account on My account area or send us an email or contact us by phone and we will delete it for you.

If you no longer wish to receive special offers or notifications from traveluro, you can easily unsubscribe at any time. Head over to your account and simply click the "unsubscribe" button or send us an email letting us know you wish to unsubscribe and we will take care of it immediately.



Our Customer Service team is also here to help.

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