Hotels on our platform are booked and managed by our partner Entravel. If you need help with your booking — changes, cancellations, refunds, or on-site issues — contact Entravel directly. They have your booking details and can act on them straight away.
Who to contact
Issue | Who handles it | How to reach them |
Booking confirmation, changes, cancellations, refunds | Entravel | Email: [email protected] |
On-site issues (check-in failure, room problems, urgent disruption) | Entravel | Email: [email protected] |
No response from Entravel, or an urgent issue you need fast-tracked | PEXX — we'll escalate directly to their team | Contact us through the live chat in the PEXX app or email us at [email protected] |
Questions about your account with us, payments to us, or the platform itself | PEXX | Contact us through the live chat in the PEXX app or email us at [email protected] |
How to contact Entravel
Email [email protected] with:
Your booking reference number in the subject line (for example:
AB123456 - Cancellation Request)Your full name as it appears on the booking
Your travel dates
A clear description of the issue
Any screenshots or evidence (payment receipts, error messages, photos for on-site issues)
For urgent matters — anything affecting travel within the next 24 hours, on-site issues, or check-in failures — add URGENT to the start of the subject line:
URGENT - AB123456 - On-Site Issue
What to expect
Entravel aims to respond to most enquiries within an hour, and within 30 minutes for urgent issues. Resolution timelines vary by issue type — Entravel will confirm next steps in their first response.
If you can't get a response from Entravel
If you've contacted Entravel and haven't heard back within 24 hours — or immediately if you're facing live travel disruption — get in touch with us:
Forward us your original email to Entravel
Include your booking reference number
Tell us when you first contacted Entravel
We have a direct line to Entravel's support team and will escalate your case to them on your behalf. We'll keep you updated as we hear back.
Please note: we cannot directly modify, cancel, or refund your booking ourselves — Entravel manages all booking actions — but escalating through us is usually the fastest way to get a stalled case moving.
Why Entravel handles bookings
Entravel is our hotel booking partner. They hold the relationships with hotels and the systems that manage your reservation, which means they can act on your booking faster than we can. Contacting them directly is the quickest route to a resolution — and if anything gets stuck, we're here as a backstop.