These frequently asked questions refer to hotel & resort bookings made through our website only. For all other reservations made thru our call center, please contact your Vacation Consultant directly.

Can I make changes to my booking?
We are not able to make changes to online bookings. All reservations requiring a change must be cancelled and re-booked. All cancelled bookings are subject to applicable cancellation policies & fees imposed by the individual hotel. New bookings are subject to availability and rates are subject to change.

What are the cancellation policies?
We strongly recommend reviewing the cancellation policies before you book and that you purchase Travel Protection. For existing bookings, please refer to the cancellation policies on the voucher or by going to your reservation in “My Bookings” (button on the top right-hand side of the website).

Can I purchase travel protection?
We highly recommend the purchase of travel protection for any unforeseen travel related or medical issues. You can purchase coverage through our partnership with Allianz.

US -https://www.etravelprotection.com/perx

Canada -https://sales.allianz-assistance.ca/interlinecustomers

Can I purchase airport transfers?
We offer airport transfers in Mexico and the Caribbean through our partner Amstar.

How will I receive my booking confirmation?
Confirmation and Travel Vouchers will be emailed to you when your booking is complete. . Your travel voucher will include all cancellation terms related to the booking. Your vouchers will be emailed to the email account on file and are also available or by going to your reservation in “My Bookings”.

What will I need at check-in?
We will send you a travel voucher via email to present at check-in when your booking is complete. Photo ID and a security deposit will be requested at check-in. Your travel voucher is also available by going to your reservation in “My Bookings”.

How will I receive a refund?
All refunds will be made in full less any cancellation penalties imposed by the individual hotel. Refunds will be made to the credit card account used to make the booking and may take up to 7 business days to be processed on your account. No cash/cheque refunds will be issued.

What if I have a problem at the hotel during check-in?
For all check-in issues, please reach us during regular business hours by emailing customerservice@perx.com or by calling 512-691-4500 ext. 4005. Any requests received outside of our business hours will be handled during the next business day.

What if I have problems at my hotel after I am checked in?
The front desk at the hotel should be your first point of contact. They must be given the opportunity to resolve any issues or concerns on-site. It’s important that you note who you speak with, and to have confirmation in writing of any concessions made. This includes waiving penalties for early checkout, reduction of your rate or any monetary compensation.

• Proof of compensation is requested by PERX in order to receive reimbursement.
• In the event your issues are not resolved by the end of your stay, you can reach out to our customer service team for assistance. Photos, videos, and other supporting documentation including who you dealt with are helpful if the issue was not resolved at the property.
• Customer Service can be reached by email customerservice@perx.com.

Can I checkout early from my hotel?
Yes, you may request an early check out however, unused nights are not normally refunded. The front desk may be able to waive these penalties, but the decisions are at the sole discretion of the hotel and must be secured in writing before check-out in order to process a refund. Please send proof of compensation to customerservice@perx.com to begin the refund process.

What does Run of House (ROH) signify and what room will I get?
When booking the room category Run of House (ROH), the actual room is determined by the hotel, according to availability, at the time of check-in.

What if get bumped from my flight or my flight is cancelled?
If your reservation has Free Cancellation, you must notify the hotel before noon (local time of the hotel) on the day of check-in. If you are unable to cancel before noon, you may be subject to cancellation or no-show penalties.

If your reservation does not have free cancellation, you are subject to the cancellation penalties of the hotel. The hotel and PERX needs to be notified as soon as possible.

What are the entry requirements to the country I am traveling to?
Requirements vary by your departure and arrival destination, please refer to your country and local government websites for the latest entry requirement and Travel Advisories.