Help Center
For travel help, call us 24/7
Agents are on stand-by 24 hours per day, 7 days a week.
How do I get Points when I book a hotel?
Earning points is easy! Sign in to your Max Travel app and navigate to the Hotels tab. Then, book your stay. Once you have completed your stay, your Points will be added to your account within 45 days.
When will I receive my Points for my hotel reservation?
You will receive your points within 45 Days AFTER your completed stay. These points will be deposited into your Max Travel account.
I did not receive my Confirmation Email
For current and upcoming trips, you can find your trip details on the home screen of the Max Travel app. For past trips, you can find these on the Profile tab of the Max Travel app. The last 3 trips are shown on the Profile screen, tap "View All" to view a full list of past trips.
If you do not see a trip in your app, or did not receive a confirmation email, please try the following:
Check your spam or junk folder and any tabs in your inbox to see if your Confirmation Email was inadvertently sent to one of those folders.
If you have your Itinerary ID, please email it to us at support@maxtravel.app to correct the issue.
If you do not have your itinerary ID, please call Travel Support at +1 (800) 254-7780.
Note: When booking your hotel room, always verify your email address you entered during the purchase process. This is the email address we will send your hotel booking confirmation email to.
I want to change or cancel my reservation
Please call Travel Support, at +1 (800) 254-7780. This number can also be found in the hotel booking confirmation email you received when you booked your hotel or in the Profile tab of the Max Travel app.
In addition, you can see the hotel provider's cancellation policy, in the confirmation email, regarding refunds of a reservation and/or any cancellation fees that may apply. The policies are clearly detailed and are closely followed because of our contractual arrangements. For some cancellations, a non-refundable $35 USD per room reservation service recovery fee may apply and will be stated in the cancellation policy of your hotel booking.
How do I get my hotel refund after I've canceled my reservation?
Your refund will be the total amount paid, less any cancellation fees per the hotel's cancellation policy which can be found in your hotel booking confirmation email.
The funds will be refunded to your card that was used to purchase within 3-7 business days.
How can I redeem my points?
On the checkout screen of a hotel reservation you will see a field to "Redeem Points". Enter the number of points you wish to redeem, when you do you will see the price breakdown update in real-time. You may redeem your Earned Points as a discount on the price of a travel experience equivalent to $0.01 USD for every Earned Point redeemed. Please note, Pending Points are not redeemable unless and until they become Earned Points.
You can also tap the "Max Out" button which will apply the total number of points needed to cover the full price of the stay. If you do not have enough Earned Points to cover the full price of the stay, your full Earned Points balance will be applied.
Points are not redeemed until the booking is confirmed. Once the booking has been confirmed, you will see your Earned Points updated to reflect your new balance minus any points redeemed.
If I redeem points, do I still earn point?
Yes! Even if you redeem points you will still earn the full points available for the booking.
How many points will I earn per booking?
You can earn up to 10 points for every dollar you spend when booking travel. The number of points earned varies from offer to offer. The number of points you'll earn for a given stay will be displayed while searching for hotels and on the checkout screen.
Who can I contact to help me with my hotel booking?
Hopefully, you'll find the answer to your questions or concerns by reading through our most frequently asked questions list. If you don't find the answer to your question below; Please call Travel Support, at +1 (800) 254-7780.
How do I know that my reservation is confirmed with the property?
You will receive an instant confirmation to your email address immediately following your reservation. Please feel free to call the hotel directly the day before your arrival.
You will also see your upcoming trips on the Max Travel home screen. You can tap on a hotel to view the itinerary details.
How can I be sure my credit card information is secure?
We use secure-socket-layer (SSL) encryption, the standard encryption on the Internet. This encryption allows our customers to feel confident and secure about providing their credit card and personal information. SSL provides assurance that you are really doing business with us (and not an impostor) and that the information you are sending to us can not be intercepted or decrypted by anyone other than the intended recipient.
What does instant confirmation mean?
We have provided you an actual reservation with an instant confirmation number, so there is nothing else that needs to be done. Keep your email confirmation for your hotel check-in. Behind the scenes, the hotel provider will re-validate the reservation and acknowledge that they are prepared for your arrival.
Can I book a room for tonight?
Some hotels allow us to book their rooms until 3:00 pm on the day of arrival. Only those hotels that follow this policy will be displayed to you if your arrival date is the same day.
Is there a free shuttle from the airport to the hotel?
Some hotels do provide free shuttle services from the airport. This information can be found on the property information page for the specific hotel or you may call them directly. Please note that due to COVID-19 some hotels have discontinued service. Please call the hotel directly.
Will I get a free breakfast?
Some hotels include a free breakfast with each room night booked. That Information can be found on the property information page for that specific hotel or you may call them directly.
What about parking at the hotel?
Free parking is provided at many hotels. Check the property information page on that specific hotel’s website or you may call them directly.
Do hotels have minimum age requirements to book a room?
Most hotels require a minimum age of 18 in order to book a room. Some require the guest(s) to be 21 with a valid credit card. You can see requirements and other hotel amenities on the hotel's property information pages or you may call them directly.
How accurate is your hotel amenities information?
The hotel information is updated by the hotel or hotel chain a number of times per year. Additionally, we strive to have the most accurate and complete hotel information available but we have to rely on the personnel at the hotel property to update and change information when appropriate. If you have specific requirements we recommend that you contact the hotel to validate the amenity or service(s).
What are additional fees and taxes?
Every city has their own tax rates. In some cases there are additional fees imposed by providers, local, city, state and federal agencies. Taxes are computed on the hotel reservation amount and fees charged as predicated by the provider. Non-refundable deposits are periodically required to hold rooms for your arrival and to provide you the lowest rates.
Are resort fees included in my rate?
If a hotel is charging resort fees and it is not included in your rate total, it will be noted in your reservation details at the time of purchase and after purchase, it can be found in your Confirmation Email.
What is this charge on my credit card?
At the time of booking you will be billed up front for your room. This is because our providers give us the best rates possible. During the booking process we will notify you if the room is Non-refundable or if cancellations are available.
Do you include taxes and fees in the total rate?
Generally yes, we do provide rates and break out the taxes and fees for your convenience. However, occasionally a hotel will not provide us with their tax and fees information, therefore we are unable to show that information to you. If you find a hotel that doesn't provide tax rate information, please call our Travel Support number found in your confirmation email and we'll find out the tax information for you.
Do I pay for the entire reservation amount, or do I just make a deposit to hold the room?
Yes, you pay for the entire hotel amount at the time of booking. We have negotiated the best rates on the hotel rooms. The rooms that are Refundable will be noted as such while you are searching for your hotel room and when you are booking your hotel room.
What if I have questions about a previous reservation?
Please refer to your confirmation email for that specific booking and/or call our Travel Support at +1 (800) 254-7780 for immediate assistance. Our Travel Support Representatives are on stand-by 24 hours a day, 7 days a week.
Can I make reservations for someone else?
You can make a reservation for someone else using our system. Just make sure you include that person's name and information in the Traveler Details section at the time of purchase. You can have a different name and address for the guest and for the person paying with their credit card.
Also, note that there may be an age restriction for that specific hotel. Most hotels require a minimum age of 18 in order to book a room and some require the guest to be 21 years of age. To check-in, your guest will need to provide a photo ID along with a credit or debit card for incidentals.
How do I cancel my reservation?
Bookings are either Refundable or Non-refundable and there are no changes or modifications that will be allowed once you’ve booked your hotel.
Should you need to cancel, there will be cancellation fees that will apply based on that hotel room’s cancellation policy. You agreed to the reservation’s cancellation policy when you booked. Additionally, there will be no refunds given in the event of a no-show or day of check-in cancellation. This policy will apply regardless of COVID-19, subject to any local consumer laws. For immediate assistance, call our Travel Support at +1 (800) 254-7780.
If you need to re-book, you will need to go back into your Max Travel app, then navigate to the Hotels tab to book a new reservation to ensure you get your points for your booking.
Can I switch hotels?
Yes. You can switch hotels by canceling your previous reservation (hotel cancellation policies may apply) and make a new reservation by going into your Max Travel app, then navigating to the Hotels tab. This will ensure you will get points for your new booking. Please review your existing reservation to avoid any cancellation or modification penalties.
How can I tell if the room is Refundable?
While searching for hotels, the hotel rooms that are refundable are indicated with “Refundable Rate” under the hotel price. If “Refundable Rate” is not present under the price, then it's a non-refundable room.
How can you offer these discounted prices on hotels?
We work hard to find you the best-discounted hotel prices at the time of your hotel booking. We continually work with many hotel suppliers and our direct hotel partner relationships to get you the best value.
What do I need to provide upon check-in?
You will need to provide a photo ID along with a credit or debit card for incidentals.
The payment method I used is now canceled or closed
Due to industry regulations, we can only send refunds back to the original payment method. However, most banks and card companies have policies in place for instances just like this. If you have a new account with the same institution, they can often credit the funds to the new account. If you closed all accounts entirely, they may notify you of the credit or issue you a check. In all instances, we recommend reaching out to your financial institution directly, as they'll be the best source of information regarding their processes.
Do I have to notify the hotel that our kids are with us?
It is important to disclose all occupants in your party and disclose their ages. This can be done during the booking process.
Can I delete my account?
You can delete your account at any time by going to the Profile tab in the app, then tapping Profile at the top of the screen. On the Traveler Profile there is a button to "Delete Account". Follow the prompts to complete deletion of your account. Note that once your account has been deleted you will no longer have access to your account, travel history, and any pending and earned points will be forfeited.
Help Center
For travel help, call us 24/7
Agents are on stand-by 24 hours per day, 7 days a week.
How do I get Points when I book a hotel?
Earning points is easy! Sign in to your Max Travel app and navigate to the Hotels tab. Then, book your stay. Once you have completed your stay, your Points will be added to your account within 45 days.
When will I receive my Points for my hotel reservation?
You will receive your points within 45 Days AFTER your completed stay. These points will be deposited into your Max Travel account.
I did not receive my Confirmation Email
For current and upcoming trips, you can find your trip details on the home screen of the Max Travel app. For past trips, you can find these on the Profile tab of the Max Travel app. The last 3 trips are shown on the Profile screen, tap "View All" to view a full list of past trips.
If you do not see a trip in your app, or did not receive a confirmation email, please try the following:
Check your spam or junk folder and any tabs in your inbox to see if your Confirmation Email was inadvertently sent to one of those folders.
If you have your Itinerary ID, please email it to us at support@maxtravel.app to correct the issue.
If you do not have your itinerary ID, please call Travel Support at +1 (800) 254-7780.
Note: When booking your hotel room, always verify your email address you entered during the purchase process. This is the email address we will send your hotel booking confirmation email to.
I want to change or cancel my reservation
Please call Travel Support, at +1 (800) 254-7780. This number can also be found in the hotel booking confirmation email you received when you booked your hotel or in the Profile tab of the Max Travel app.
In addition, you can see the hotel provider's cancellation policy, in the confirmation email, regarding refunds of a reservation and/or any cancellation fees that may apply. The policies are clearly detailed and are closely followed because of our contractual arrangements. For some cancellations, a non-refundable $35 USD per room reservation service recovery fee may apply and will be stated in the cancellation policy of your hotel booking.
How do I get my hotel refund after I've canceled my reservation?
Your refund will be the total amount paid, less any cancellation fees per the hotel's cancellation policy which can be found in your hotel booking confirmation email.
The funds will be refunded to your card that was used to purchase within 3-7 business days.
How can I redeem my points?
On the checkout screen of a hotel reservation you will see a field to "Redeem Points". Enter the number of points you wish to redeem, when you do you will see the price breakdown update in real-time. You may redeem your Earned Points as a discount on the price of a travel experience equivalent to $0.01 USD for every Earned Point redeemed. Please note, Pending Points are not redeemable unless and until they become Earned Points.
You can also tap the "Max Out" button which will apply the total number of points needed to cover the full price of the stay. If you do not have enough Earned Points to cover the full price of the stay, your full Earned Points balance will be applied.
Points are not redeemed until the booking is confirmed. Once the booking has been confirmed, you will see your Earned Points updated to reflect your new balance minus any points redeemed.
If I redeem points, do I still earn point?
Yes! Even if you redeem points you will still earn the full points available for the booking.
How many points will I earn per booking?
You can earn up to 10 points for every dollar you spend when booking travel. The number of points earned varies from offer to offer. The number of points you'll earn for a given stay will be displayed while searching for hotels and on the checkout screen.
Who can I contact to help me with my hotel booking?
Hopefully, you'll find the answer to your questions or concerns by reading through our most frequently asked questions list. If you don't find the answer to your question below; Please call Travel Support, at +1 (800) 254-7780.
How do I know that my reservation is confirmed with the property?
You will receive an instant confirmation to your email address immediately following your reservation. Please feel free to call the hotel directly the day before your arrival.
You will also see your upcoming trips on the Max Travel home screen. You can tap on a hotel to view the itinerary details.
How can I be sure my credit card information is secure?
We use secure-socket-layer (SSL) encryption, the standard encryption on the Internet. This encryption allows our customers to feel confident and secure about providing their credit card and personal information. SSL provides assurance that you are really doing business with us (and not an impostor) and that the information you are sending to us can not be intercepted or decrypted by anyone other than the intended recipient.
What does instant confirmation mean?
We have provided you an actual reservation with an instant confirmation number, so there is nothing else that needs to be done. Keep your email confirmation for your hotel check-in. Behind the scenes, the hotel provider will re-validate the reservation and acknowledge that they are prepared for your arrival.
Can I book a room for tonight?
Some hotels allow us to book their rooms until 3:00 pm on the day of arrival. Only those hotels that follow this policy will be displayed to you if your arrival date is the same day.
Is there a free shuttle from the airport to the hotel?
Some hotels do provide free shuttle services from the airport. This information can be found on the property information page for the specific hotel or you may call them directly. Please note that due to COVID-19 some hotels have discontinued service. Please call the hotel directly.
Will I get a free breakfast?
Some hotels include a free breakfast with each room night booked. That Information can be found on the property information page for that specific hotel or you may call them directly.
What about parking at the hotel?
Free parking is provided at many hotels. Check the property information page on that specific hotel’s website or you may call them directly.
Do hotels have minimum age requirements to book a room?
Most hotels require a minimum age of 18 in order to book a room. Some require the guest(s) to be 21 with a valid credit card. You can see requirements and other hotel amenities on the hotel's property information pages or you may call them directly.
How accurate is your hotel amenities information?
The hotel information is updated by the hotel or hotel chain a number of times per year. Additionally, we strive to have the most accurate and complete hotel information available but we have to rely on the personnel at the hotel property to update and change information when appropriate. If you have specific requirements we recommend that you contact the hotel to validate the amenity or service(s).
What are additional fees and taxes?
Every city has their own tax rates. In some cases there are additional fees imposed by providers, local, city, state and federal agencies. Taxes are computed on the hotel reservation amount and fees charged as predicated by the provider. Non-refundable deposits are periodically required to hold rooms for your arrival and to provide you the lowest rates.
Are resort fees included in my rate?
If a hotel is charging resort fees and it is not included in your rate total, it will be noted in your reservation details at the time of purchase and after purchase, it can be found in your Confirmation Email.
What is this charge on my credit card?
At the time of booking you will be billed up front for your room. This is because our providers give us the best rates possible. During the booking process we will notify you if the room is Non-refundable or if cancellations are available.
Do you include taxes and fees in the total rate?
Generally yes, we do provide rates and break out the taxes and fees for your convenience. However, occasionally a hotel will not provide us with their tax and fees information, therefore we are unable to show that information to you. If you find a hotel that doesn't provide tax rate information, please call our Travel Support number found in your confirmation email and we'll find out the tax information for you.
Do I pay for the entire reservation amount, or do I just make a deposit to hold the room?
Yes, you pay for the entire hotel amount at the time of booking. We have negotiated the best rates on the hotel rooms. The rooms that are Refundable will be noted as such while you are searching for your hotel room and when you are booking your hotel room.
What if I have questions about a previous reservation?
Please refer to your confirmation email for that specific booking and/or call our Travel Support at +1 (800) 254-7780 for immediate assistance. Our Travel Support Representatives are on stand-by 24 hours a day, 7 days a week.
Can I make reservations for someone else?
You can make a reservation for someone else using our system. Just make sure you include that person's name and information in the Traveler Details section at the time of purchase. You can have a different name and address for the guest and for the person paying with their credit card.
Also, note that there may be an age restriction for that specific hotel. Most hotels require a minimum age of 18 in order to book a room and some require the guest to be 21 years of age. To check-in, your guest will need to provide a photo ID along with a credit or debit card for incidentals.
How do I cancel my reservation?
Bookings are either Refundable or Non-refundable and there are no changes or modifications that will be allowed once you’ve booked your hotel.
Should you need to cancel, there will be cancellation fees that will apply based on that hotel room’s cancellation policy. You agreed to the reservation’s cancellation policy when you booked. Additionally, there will be no refunds given in the event of a no-show or day of check-in cancellation. This policy will apply regardless of COVID-19, subject to any local consumer laws. For immediate assistance, call our Travel Support at +1 (800) 254-7780.
If you need to re-book, you will need to go back into your Max Travel app, then navigate to the Hotels tab to book a new reservation to ensure you get your points for your booking.
Can I switch hotels?
Yes. You can switch hotels by canceling your previous reservation (hotel cancellation policies may apply) and make a new reservation by going into your Max Travel app, then navigating to the Hotels tab. This will ensure you will get points for your new booking. Please review your existing reservation to avoid any cancellation or modification penalties.
How can I tell if the room is Refundable?
While searching for hotels, the hotel rooms that are refundable are indicated with “Refundable Rate” under the hotel price. If “Refundable Rate” is not present under the price, then it's a non-refundable room.
How can you offer these discounted prices on hotels?
We work hard to find you the best-discounted hotel prices at the time of your hotel booking. We continually work with many hotel suppliers and our direct hotel partner relationships to get you the best value.
What do I need to provide upon check-in?
You will need to provide a photo ID along with a credit or debit card for incidentals.
The payment method I used is now canceled or closed
Due to industry regulations, we can only send refunds back to the original payment method. However, most banks and card companies have policies in place for instances just like this. If you have a new account with the same institution, they can often credit the funds to the new account. If you closed all accounts entirely, they may notify you of the credit or issue you a check. In all instances, we recommend reaching out to your financial institution directly, as they'll be the best source of information regarding their processes.
Do I have to notify the hotel that our kids are with us?
It is important to disclose all occupants in your party and disclose their ages. This can be done during the booking process.
Can I delete my account?
You can delete your account at any time by going to the Profile tab in the app, then tapping Profile at the top of the screen. On the Traveler Profile there is a button to "Delete Account". Follow the prompts to complete deletion of your account. Note that once your account has been deleted you will no longer have access to your account, travel history, and any pending and earned points will be forfeited.
Help Center
For travel help, call us 24/7
Agents are on stand-by 24 hours per day, 7 days a week.
How do I get Points when I book a hotel?
Earning points is easy! Sign in to your Max Travel app and navigate to the Hotels tab. Then, book your stay. Once you have completed your stay, your Points will be added to your account within 45 days.
When will I receive my Points for my hotel reservation?
You will receive your points within 45 Days AFTER your completed stay. These points will be deposited into your Max Travel account.
I did not receive my Confirmation Email
For current and upcoming trips, you can find your trip details on the home screen of the Max Travel app. For past trips, you can find these on the Profile tab of the Max Travel app. The last 3 trips are shown on the Profile screen, tap "View All" to view a full list of past trips.
If you do not see a trip in your app, or did not receive a confirmation email, please try the following:
Check your spam or junk folder and any tabs in your inbox to see if your Confirmation Email was inadvertently sent to one of those folders.
If you have your Itinerary ID, please email it to us at support@maxtravel.app to correct the issue.
If you do not have your itinerary ID, please call Travel Support at +1 (800) 254-7780.
Note: When booking your hotel room, always verify your email address you entered during the purchase process. This is the email address we will send your hotel booking confirmation email to.
I want to change or cancel my reservation
Please call Travel Support, at +1 (800) 254-7780. This number can also be found in the hotel booking confirmation email you received when you booked your hotel or in the Profile tab of the Max Travel app.
In addition, you can see the hotel provider's cancellation policy, in the confirmation email, regarding refunds of a reservation and/or any cancellation fees that may apply. The policies are clearly detailed and are closely followed because of our contractual arrangements. For some cancellations, a non-refundable $35 USD per room reservation service recovery fee may apply and will be stated in the cancellation policy of your hotel booking.
How do I get my hotel refund after I've canceled my reservation?
Your refund will be the total amount paid, less any cancellation fees per the hotel's cancellation policy which can be found in your hotel booking confirmation email.
The funds will be refunded to your card that was used to purchase within 3-7 business days.
How can I redeem my points?
On the checkout screen of a hotel reservation you will see a field to "Redeem Points". Enter the number of points you wish to redeem, when you do you will see the price breakdown update in real-time. You may redeem your Earned Points as a discount on the price of a travel experience equivalent to $0.01 USD for every Earned Point redeemed. Please note, Pending Points are not redeemable unless and until they become Earned Points.
You can also tap the "Max Out" button which will apply the total number of points needed to cover the full price of the stay. If you do not have enough Earned Points to cover the full price of the stay, your full Earned Points balance will be applied.
Points are not redeemed until the booking is confirmed. Once the booking has been confirmed, you will see your Earned Points updated to reflect your new balance minus any points redeemed.
If I redeem points, do I still earn point?
Yes! Even if you redeem points you will still earn the full points available for the booking.
How many points will I earn per booking?
You can earn up to 10 points for every dollar you spend when booking travel. The number of points earned varies from offer to offer. The number of points you'll earn for a given stay will be displayed while searching for hotels and on the checkout screen.
Who can I contact to help me with my hotel booking?
Hopefully, you'll find the answer to your questions or concerns by reading through our most frequently asked questions list. If you don't find the answer to your question below; Please call Travel Support, at +1 (800) 254-7780.
How do I know that my reservation is confirmed with the property?
You will receive an instant confirmation to your email address immediately following your reservation. Please feel free to call the hotel directly the day before your arrival.
You will also see your upcoming trips on the Max Travel home screen. You can tap on a hotel to view the itinerary details.
How can I be sure my credit card information is secure?
We use secure-socket-layer (SSL) encryption, the standard encryption on the Internet. This encryption allows our customers to feel confident and secure about providing their credit card and personal information. SSL provides assurance that you are really doing business with us (and not an impostor) and that the information you are sending to us can not be intercepted or decrypted by anyone other than the intended recipient.
What does instant confirmation mean?
We have provided you an actual reservation with an instant confirmation number, so there is nothing else that needs to be done. Keep your email confirmation for your hotel check-in. Behind the scenes, the hotel provider will re-validate the reservation and acknowledge that they are prepared for your arrival.
Can I book a room for tonight?
Some hotels allow us to book their rooms until 3:00 pm on the day of arrival. Only those hotels that follow this policy will be displayed to you if your arrival date is the same day.
Is there a free shuttle from the airport to the hotel?
Some hotels do provide free shuttle services from the airport. This information can be found on the property information page for the specific hotel or you may call them directly. Please note that due to COVID-19 some hotels have discontinued service. Please call the hotel directly.
Will I get a free breakfast?
Some hotels include a free breakfast with each room night booked. That Information can be found on the property information page for that specific hotel or you may call them directly.
What about parking at the hotel?
Free parking is provided at many hotels. Check the property information page on that specific hotel’s website or you may call them directly.
Do hotels have minimum age requirements to book a room?
Most hotels require a minimum age of 18 in order to book a room. Some require the guest(s) to be 21 with a valid credit card. You can see requirements and other hotel amenities on the hotel's property information pages or you may call them directly.
How accurate is your hotel amenities information?
The hotel information is updated by the hotel or hotel chain a number of times per year. Additionally, we strive to have the most accurate and complete hotel information available but we have to rely on the personnel at the hotel property to update and change information when appropriate. If you have specific requirements we recommend that you contact the hotel to validate the amenity or service(s).
What are additional fees and taxes?
Every city has their own tax rates. In some cases there are additional fees imposed by providers, local, city, state and federal agencies. Taxes are computed on the hotel reservation amount and fees charged as predicated by the provider. Non-refundable deposits are periodically required to hold rooms for your arrival and to provide you the lowest rates.
Are resort fees included in my rate?
If a hotel is charging resort fees and it is not included in your rate total, it will be noted in your reservation details at the time of purchase and after purchase, it can be found in your Confirmation Email.
What is this charge on my credit card?
At the time of booking you will be billed up front for your room. This is because our providers give us the best rates possible. During the booking process we will notify you if the room is Non-refundable or if cancellations are available.
Do you include taxes and fees in the total rate?
Generally yes, we do provide rates and break out the taxes and fees for your convenience. However, occasionally a hotel will not provide us with their tax and fees information, therefore we are unable to show that information to you. If you find a hotel that doesn't provide tax rate information, please call our Travel Support number found in your confirmation email and we'll find out the tax information for you.
Do I pay for the entire reservation amount, or do I just make a deposit to hold the room?
Yes, you pay for the entire hotel amount at the time of booking. We have negotiated the best rates on the hotel rooms. The rooms that are Refundable will be noted as such while you are searching for your hotel room and when you are booking your hotel room.
What if I have questions about a previous reservation?
Please refer to your confirmation email for that specific booking and/or call our Travel Support at +1 (800) 254-7780 for immediate assistance. Our Travel Support Representatives are on stand-by 24 hours a day, 7 days a week.
Can I make reservations for someone else?
You can make a reservation for someone else using our system. Just make sure you include that person's name and information in the Traveler Details section at the time of purchase. You can have a different name and address for the guest and for the person paying with their credit card.
Also, note that there may be an age restriction for that specific hotel. Most hotels require a minimum age of 18 in order to book a room and some require the guest to be 21 years of age. To check-in, your guest will need to provide a photo ID along with a credit or debit card for incidentals.
How do I cancel my reservation?
Bookings are either Refundable or Non-refundable and there are no changes or modifications that will be allowed once you’ve booked your hotel.
Should you need to cancel, there will be cancellation fees that will apply based on that hotel room’s cancellation policy. You agreed to the reservation’s cancellation policy when you booked. Additionally, there will be no refunds given in the event of a no-show or day of check-in cancellation. This policy will apply regardless of COVID-19, subject to any local consumer laws. For immediate assistance, call our Travel Support at +1 (800) 254-7780.
If you need to re-book, you will need to go back into your Max Travel app, then navigate to the Hotels tab to book a new reservation to ensure you get your points for your booking.
Can I switch hotels?
Yes. You can switch hotels by canceling your previous reservation (hotel cancellation policies may apply) and make a new reservation by going into your Max Travel app, then navigating to the Hotels tab. This will ensure you will get points for your new booking. Please review your existing reservation to avoid any cancellation or modification penalties.
How can I tell if the room is Refundable?
While searching for hotels, the hotel rooms that are refundable are indicated with “Refundable Rate” under the hotel price. If “Refundable Rate” is not present under the price, then it's a non-refundable room.
How can you offer these discounted prices on hotels?
We work hard to find you the best-discounted hotel prices at the time of your hotel booking. We continually work with many hotel suppliers and our direct hotel partner relationships to get you the best value.
What do I need to provide upon check-in?
You will need to provide a photo ID along with a credit or debit card for incidentals.
The payment method I used is now canceled or closed
Due to industry regulations, we can only send refunds back to the original payment method. However, most banks and card companies have policies in place for instances just like this. If you have a new account with the same institution, they can often credit the funds to the new account. If you closed all accounts entirely, they may notify you of the credit or issue you a check. In all instances, we recommend reaching out to your financial institution directly, as they'll be the best source of information regarding their processes.
Do I have to notify the hotel that our kids are with us?
It is important to disclose all occupants in your party and disclose their ages. This can be done during the booking process.
Can I delete my account?
You can delete your account at any time by going to the Profile tab in the app, then tapping Profile at the top of the screen. On the Traveler Profile there is a button to "Delete Account". Follow the prompts to complete deletion of your account. Note that once your account has been deleted you will no longer have access to your account, travel history, and any pending and earned points will be forfeited.
