Here to help
Help & contact
Help with Alex Journeys hotel bookings, experiences, your account, Premium membership, digital purchases, and travel planning.
Prefer WhatsApp?
Message Alex Journeys from anywhere. Replies are personal, not instant. For booking changes, refunds or account information, use the secure support form below.
Quick answers
I need help with a hotel booking
Open Find my booking (or My Journey) and select Manage booking, or send me a message below with your booking reference. I’ll help with changes or cancellations; refunds and fees depend on your booking’s terms. Hotel changes, refunds and cancellation fees depend on your selected rate and Nuitée's supplier rules.
Find my booking →How do I import a booking from email?
Booked a stay, tour or car somewhere else? Forward the confirmation email to your trip’s private import address and add it to your itinerary.
- Open your trip in Plan a trip and tap Bookings.
- Tap “Booked somewhere else?” and copy your import address.
- Forward the confirmation email to that address.
- Tap Refresh, then Add to itinerary.
I booked a tour or experience
For a tour or experience booked on Viator, use your confirmation email or contact Viator support to request a change, cancellation, or refund. Not sure where to start? Send me a message and I’ll help you find the right contact.
Help with a store purchase
Presets, PDF guides or map packs: your files are always in My purchases (sign in with the account you bought with). For a download that won’t work, a missing or broken file, install help, or a mistaken charge, send a store support request with your order number (it starts with AJ-) and I’ll help.
Store support →I forgot my password
Tap Forgot password on the sign-in page and enter the email you use for your account. I’ll send a reset link that works for one hour. If you usually sign in with Google or X, use that button instead — there’s no password to reset.
Reset my password →How do I cancel Premium?
Go to Manage membership (My Journey → Settings → Manage membership) and tap Cancel membership. It takes a moment, right here on the site. Premium stays on until the time you’ve paid for ends, and you can tap Keep my membership any time before then.
Manage membership →Where are my saved trips?
Sign in and open My Journey. Trips you save from Plan a trip live under My trips, and the hotels and stories you bookmark are under Saved.
Open My trips →How do I change my email?
In My Journey, open Profile and enter the new address under Name, photo, and email. I’ll send a confirmation link to the new inbox, and the change happens once you click it.
Open Profile →How soon will I hear back?
Usually within a couple of days. You’ll get an email copy of your message right away — just reply to it to add anything. If you’re signed in, you can also follow your messages under My Journey → Help.
See my messages →Still need a hand?
Send me a note and I’ll reply by email, usually within a couple of days.