Concierge support · 24/7

How may we assist?

Speak directly with a member of our concierge team — by phone, email, or WhatsApp. No queues, no scripts, no chat bots. Real travel hospitality.

Reach the concierge

Multiple ways to reach us — pick whichever suits the moment

support@tripever.com

Reply within 90 minutes

Chat with us

Direct message · 24/7

@TripEverSupportBot

Instant support bot

Self-service

Manage your trip without a phone call

View & manage bookings

See itineraries, download vouchers, request modifications, or escalate to concierge.

Go to bookings

Account & membership

Update your profile, sign-in security, saved travellers, payment methods, and tier benefits.

Go to account

Sign in for personalised help

Signed-in members see booking-specific shortcuts and direct access to their dedicated concierge.

Common questions

Browse by topic

Reservations

Confirmations, modifications, and rebooking.

How do I confirm my booking?

Confirmation is instant. You'll receive a booking reference by email within minutes, plus a luxury voucher PDF for the property. The same booking is always visible in your bookings.

Can I modify dates after booking?

Most bookings can be modified up to the property's cancellation deadline shown on your voucher. For luxury inventory, dates can typically be flexed within a 14-day window without rebooking — call the concierge so we can negotiate directly with the property on your behalf.

What if I don't receive my confirmation?

Check your spam folder for a message from send.tripever.com. If it's not there within 10 minutes, contact the concierge with the credit card last-4 you used and we'll resend immediately.

Payments & refunds

Cards, charges, and refund timelines.

What payment methods do you accept?

Visa, Mastercard, American Express, JCB, Discover, and UnionPay. All payments are processed by Stripe with PCI-compliant tokenisation — your card details never touch our servers.

When am I charged?

The full booking total is charged at the moment your reservation is confirmed. For multi-night stays at certain luxury properties, only a deposit may be taken at booking with the balance settled at check-out — the schedule is shown clearly on your voucher.

How do refunds work?

Refunds follow the property's cancellation policy as displayed at booking. Once approved, your refund is initiated immediately on our side and typically appears on your card within 5–10 business days, depending on your issuing bank.

During your stay

Pre-arrival requests and on-property issues.

Can I request specific amenities ahead of arrival?

Yes — and we encourage it. Tell the concierge what would make the stay perfect (champagne on arrival, late check-out, dietary needs, accessibility, milestone celebrations) and we'll arrange directly with the property before you land.

What if my room doesn't match what I booked?

Call the concierge immediately — do not work it out at reception alone. We'll resolve directly with the property's management on your behalf, and we'll cover any difference if the resolution warrants.

Can I extend my stay last-minute?

Often, yes — luxury properties hold availability for valued guests. Contact the concierge or the front desk and we'll see what's possible. If we extend, the additional nights are charged at your member rate.

Membership & invitations

Activation, tiers, and gifting.

How do I activate my invitation code?

Enter the code on the signup form. The corresponding tier (Access Pass, Annual Elite, or Lifetime) activates immediately and remains tied to your account.

What does my membership include?

Member-only rates on every booking, Butler AI itinerary planning, priority concierge response, curated editorial dispatch, and tier-specific benefits visible at your membership.

Can I gift a membership?

Yes — Lifetime tier members receive periodic invitation codes to share. Manage and track your invitations at your invitations.

Travel documents

Visas, passports, and insurance.

Do I need a visa for my destination?

Visa requirements depend on your nationality, the destination country, and the purpose of your stay. We'll flag any visa-related considerations in your booking confirmation, but always confirm via the destination's official immigration website. The concierge can refer you to specialist visa partners if you'd like assistance.

Is travel insurance required?

Travel insurance is strongly recommended on every international itinerary, particularly for luxury bookings where deposits can be substantial. The concierge can introduce you to vetted insurance partners if you don't have existing cover.

How long does my passport need to be valid?

Most destinations require at least 6 months' validity beyond your return date. Check with the destination's immigration site for the exact rule — and renew well in advance if there's any uncertainty.

Disruption support

Delays, cancellations, and emergencies abroad.

My flight is delayed — what happens to my hotel?

Call the concierge as soon as you know. We'll coordinate with the hotel for late check-in (typically held without penalty), reposition airport transfers, and rearrange any onward bookings. Don't worry about waking us up — that's exactly what we're here for.

I need to cancel last-minute — what should I do?

Reach out by phone or WhatsApp the moment you know. The earlier we engage with the property, the more flexibility we can negotiate beyond the standard cancellation policy. We have established relationships with most luxury operators in our network.

I'm unwell while travelling — can you help?

Yes. The concierge can refer you to vetted medical providers near your property, coordinate with your insurance, and arrange whatever the situation calls for — extended stays, return rebooking, family travel. One call.

While travelling

Anything urgent — call us first

If something disrupts your trip — a flight cancellation, an issue at the property, an illness, a missed connection — reach out before talking to anyone else. We're fastest when we hear from you first.

Message on WhatsApp Or email support@tripever.com