Frequently Asked Questions

TravelPearls is an Australian-owned curator of handcrafted premium escapes — handpicked five-star and boutique properties across Asia-Pacific at concierge-negotiated rates exclusive to our members.

Five-star and recognised premium boutique only. Every property is either personally inspected by our team or sourced through a long-standing relationship with the hotel. We don't aggregate third-party feeds and we don't list mid-range or budget stock.

We work directly with hotel revenue managers to secure private allotments during shoulder and value windows. Every advertised rate is benchmarked against public booking sites before publication — what you see is the genuine price you pay at checkout.

Most escapes include premium accommodation plus a curated set of value-adds — typically daily breakfast, airport transfers, resort or spa credits, complimentary upgrades and signature dining experiences. Exact inclusions are listed on every escape page.

Every property sets its own policy on child ages and the maximum number of guests permitted in each room. The exact rules — child age cut-off, maximum room occupancy and any extra-guest charges — are displayed on the escape page for every deal. Check the room details before booking to make sure your group fits.

We endeavour to display all available room and bedding options for each property, however there may be instances where configurations such as twin beds are not shown on the site. If you're unable to find your preferred arrangement, please contact us at hello@travelpearls.com.au and we'll do our best to confirm availability with the hotel directly.

No — TravelPearls is land-only. That keeps the package transparent and lets you use frequent-flyer points or your preferred airline to find the best fare for your dates.

Australian dollars only. All prices, balances and refunds are in AUD regardless of where you're travelling from or where you live.

We're headquartered at 55 Pyrmont Bridge Rd, Pyrmont (Sydney), and operated entirely by Australian travel specialists. Concierge support runs during AEST business hours.

Log into the account section at travelpearls.com.au using the email address you used when booking. Your confirmation, booking reference, itinerary, payment status and outstanding balance are all there. If you still can't access it, contact the concierge team.

Refund requests are submitted from your booking page after you log into the account section at travelpearls.com.au using the email address from your booking. The concierge team will review the request against the cancellation policy attached to your escape and respond directly. Once approved we process the refund immediately, but please allow a few business days for it to appear back in your account — the delay is on the banking system's side, not ours.

Cancellation and refund terms are negotiated individually with each property, so they vary by escape — we secure the most flexible policy we can on every deal we publish. The exact terms (free-cancellation window, partial-refund tiers, any non-refundable elements) are shown on the escape page before you book and again on your booking confirmation.

Concierge team: +61 2 5300 8033 or hello@travelpearls.com.au.