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General

What documents are required when traveling overseas?

You should check with the local embassy of the country you are travelling to if you are unsure of the documentation you are required to bring. As a general rule, you will need a passport with at least six months valid until the expiry date as well as proof of lodgings and return transit. Many countries also require a visa be lodged and approved prior to departure.

What discounts and specials are available?

Our deals are on frequent rotation and are subject to change without notice. You can search specifically for specials by entering your destination, selecting ‘Refine’ and ticking the ‘On Sale’ box or sorting results by best value or lowest to highest price.

Is it safe to travel on my specified dates?

One of the best resources for tracking news and government advice regarding other countries is at www.smartraveller.gov.au - from this site, you’ll be able to see current warnings issues by the Australian government as well as a breakdown of risks and issues in the country.

I can't login with my itinerary number

Double check that the document or email containing your itinerary number was sent from Hotels.com.au - If you are still having issues accessing your reservation, contact us on 1800 244 400 (INTL. +61 3 9939 1404) 8:30am - 6pm.

What is the Hotels.com.au refund policy?

Hotels.com.au strives to provide the best service possible and will work on behalf of our clients to rectify any regrettable circumstances regarding your reservation. However, Hotels.com.au acts only as an independent agent to secure services of an air carrier, car rental supplier, hotel, or other travel related supplier. Therefore, we have no control over personnel, equipment, or operations of these suppliers and shall not be held liable for any inconvenience, personal injury, property damage, or other loss incurred as a result of any wrongful acts, omissions, or default on the part of the suppliers. All grievances must be reported with any and all supporting documentation to Hotels.com.au within 60 days of the mailing of the first credit card statement showing any discrepancies for billing and payment issues or within 60 days after the completion of travel services provided.

Properties

Can I check in or check out outside of the allocated times?

Most hotels allow for visitors to store their bags while waiting for check in time. Flexible check in may be on offer at some properties, but this should be confirmed by you directly with the hotel.

Can I add my property to Hotels.com.au?

At this stage, we’re not accepting any more listings. However, this is subject to change.

Do hotels have minimum age requirements?

Please be aware that some hotels may have minimum age restrictions or requirements when reserving a room. For example, some hotels with casinos may require you to be 21 years of age to check into a room. Please enquire with an agent or with the hotel directly if you are unsure.

Is there a hotel shuttle service to/from the airport?

Many hotels offer shuttle service to and from the airport. This may be listed on the properties page. If it is offered, there may be a charge by the hotel for this service.

Is parking available? Free parking? Long-term parking?

Most hotels offer free parking to their guests, although some may charge. Long-term parking is offered at the discretion of the property (often in conjunction with park and fly rates). This may be listed on the properties page.

What if there will be more than two adults in the room?

Most hotels allow additional guests to stay in the rooms at a charge (usually between $5.00-$20.00 per person). Some hotels have a limit on how many people can stay in a room. This may be listed on the properties page.

Our children will be with us. Do they stay free?

Usually children under 12 years of age stay for free in their parent's room using the existing bedding. The age requirement differs depending on the specific hotel's policy. This may be listed on the properties page.

Are rollaway beds/cribs available?

Most hotels and some vacation rentals offer rollaway beds and cribs (typically at a charge of A$5.00 - A$20.00 each). Some may have restrictions on what room types will allow rollaway beds. This may be listed on the properties page. If special requests are accepted, these can be entered on the ‘Complete Booking’ page.

What are the directions to the hotel?

A map of the hotel’s surroundings is available on the properties page. You can use this to identify nearby landmarks or the distance to the airport.

Is breakfast included?

Many hotels offer free breakfast. Often this is a continental breakfast but offerings can vary. If included, it should be listed on the properties page.

Where do I pick up my vacation rental keys?

The email you receive confirming your reservation for a vacation rental will provide details as to where and when you should pick up the keys to your unit.

Making a reservation

How do I reserve a room?

Our reservation process is very simple. Enter or select where you'd like to go, select the check in date followed by the amount of nights, and choose the number of guests. Click ‘Go'.

A list of search results will be displayed on the right and a location map on the left. For more information on a specific hotel, click the property tile on the right.

When the hotel room types and rates are displayed on your screen, you will be able to choose the rate you desire in the 'Availability’ section, then clicking on the 'Book Now' button on the right.

After you have selected your desired room type, you will be taken to a 'Complete Booking' page. If you have an account, sign in or proceed to fill in steps 1 to 5. Be sure your full name and email address are spelled correctly.

After you have filled out all of the steps, press the ‘Place Booking' button.

If further correspondence is necessary prior to confirming the reservation, one of our agents will respond to you within 24 hours. Alternatively, feel free to call us on 1800 244 400.

Is it safe to use my credit card?

Yes. We take this matter very seriously. To ensure your security, Hotels.com.au utilises a secure commerce server which encrypts the credit card number and encodes it into an unreadable, unusable format.

What credit card types are accepted for guarantee/deposit?

The card types accepted for guarantee/deposit will be listed in the Info section of the hotel description.

My credit card number is correct, but the hotel is not accepting it. Why?

Here are a few possibilities:

  • Your card type is not accepted at the hotel (check which cards are accepted by the hotel in the properties page)
  • The card expiration date precedes the reservation date
  • You have reached your credit limit
  • There is a computer error
Can I specify where I would like my room located (preferred floor, next to pool, etc.)?

If special requests are accepted by the hotel, you will be able to fill out your requests in step 1 under 'Room Preferences'. The hotel staff will do their best to accommodate special requests. We cannot guarantee that your requests will be granted since they are subject to availability.

Is the room rate per person or per night?

All rates are for double occupancy per room and are quoted on a nightly basis unless otherwise specified. Some rates may require special identification. Taxes and fees are not included unless stated in the 'Details' section. Extra people, children, roll-away beds and incidentals may be subject to additional charges depending on the hotel policy.

What about the special discounts?

Many of the participating hotels offer promotions to our users. These rates offer substantial savings. These hotels display a yellow tag on the top right of the property icon and state the promotion on the room rate banner.

I should receive a discounted rate. How do I get this?

The rates displayed are the only rates available for making reservations. These rates may include government, corporate, or senior discounts. You may need special documentation at check-in to confirm you are qualified to receive that rate. Please do not expect to receive such a rate at check-in without the proper identification even if you have selected to book it online.

Is there a waiting list for sold out hotels?

Often hotels are identified as sold out. In certain instances, we can make reservations at booked out properties.

Confirming a reservation

What happens when I make a reservation?

Reservations have an itinerary number which should be used in any future correspondence with Hotels.com.au. You may also be quoted a confirmation number. All reservations will be followed up within 24 hours with an email containing the same itinerary number and, if available, a confirmation number.

How long will it take Hotels.com.au to respond to my reservation request?

All reservations will usually be followed up with an email within 24 hours showing the status of your reservation.

How do I check on my request for a hotel?

You may view your reservation by signing into your 'Profile' and clicking on 'Bookings'. Feel free to contact us with any enquiries regarding your request. For prompt service, please include your itinerary number which you will receive via email after submitting your booking.

I don't have long to wait for a confirmation. What can I do?

Typically, most hotel reservations are made in real time and your confirmation should only take a few seconds. You will be notified of the status of your reservation within 24 hours. In the case of an unforeseen delay, you will receive an email from us without a confirmation number. When we receive the confirmation number from the property, it will be emailed to you. If there is a special request or rate change associated with your reservation, the request will be sent to an agent for processing.

When will my reservation be at the hotel?

It takes a minimum of 24 hours before your reservation details reach the hotel's computer system. Rest assured, the room is booked- however, the hotel simply has not entered your details into their system yet.

Once I have made my reservation, will I receive any written confirmation from the hotel?

No. The email confirmation you receive from Hotels.com.au is all you will need. It displays your itinerary number, the hotel information, the rate, confirmation number, and the hotel's cancellation policy.

Cancelling a reservation

What is the cancellation policy on my reservation?

When you are completing your reservation, the cancellation policy will be accessible during step 5- either as an external link or an explicit on-page stipulation.

You can also view the property details on the hotel page to find the cancellation policy. These policies will vary from hotel to hotel so you must read each one carefully. In general, the standard increments are that you must cancel the room(s) by 4 or 6 PM on the arrival date, or 24, 48, or 72 hours prior to your specified arrival.

However, these are just general guidelines and the specific policy of the property will take precedence. If you cancel before the deadline, generally you will not be charged a penalty. Cancelling after the stated period will result in a cancellation penalty fee. Some reservations are non-refundable and cannot be cancelled after booking.

Reservations that include a promotion will always incur a fee if cancelled. If the cancellation is outside of the time allotted, you may be charged for one night’s stay including tax recovery charges and service fees. Please read the specific cancellation policy provided for each property on the site and in any emails regarding your reservation.

How do I cancel a reservation?

Use the 'Cancel Booking' button located on the booking itinerary page in your profile.

I have cancelled my booking when will I get my refund?

Depending on your bank, refunds usually take 3 - 5 working days for the refund process to be completed.

Gift cards

Can I purchase a gift card?

Yes. Gift Card purchases are available here.

How can I redeem my gift card?

Contact us on 1800 244 400 (INTL. +61 3 9939 1404) before booking your accommodation and our qualified and friendly agents will be happy to help apply your card value to your booking.

What is the gift card expiry?

Gift card values expire 12 months after the date of purchase.

Can I use a partial amount of my gift card?

Yes. Gift cards can be used for multiple bookings or to subsidise amounts paid by card. Make sure to tell one of our agents during your booking call that you wish to only use some of your gift card sum.

Do Hotels.com.au gift cards have terms and conditions?

Yes. They are available to read here.

Are there any fees associated in purchasing or using a gift card?

There is a $10 processing & mailing fee incurred when you purchase a gift card.

Customer service

What type of customer service is offered?

You can contact us on 1800 244 400 (INTL. +61 3 9939 1404) 8:30am - 6pm. Our qualified and friendly agents will be happy to answer your questions. Alternatively, send us an email via the ‘Support' section.

How quickly will I receive an email response?

Support emails are actioned with priority on a case by case basis and are replied to within a few hours.

Will I be charged when booking over the phone?

No. Feel free to call us if you have any queries on 1800 244 400 (INTL. +61 3 9939 1404).

What happens if I have any issues during my stay?

If you have any issues or further needs that arise during your trip, feel free to call us and one of our friendly agents will do what they can to rectify the matter. Simply contact us on 1800 244 400 (INTL. +61 3 9939 1404) 8:30am - 6pm or send us an email via the ‘Support' section. Hotels.com.au strives to provide the best service possible and will work on behalf of our clients to rectify any regrettable circumstances regarding your reservation. However, Hotels.com.au acts only as an independent agent to secure services of an air carrier, car rental supplier, hotel, or other travel related supplier and so in some circumstances, our ability to resolve matters directly may be limited.

I have a question regarding my reservation, who can I speak to?

Contact us on 1800 244 400 (INTL. +61 3 9939 1404) 8:30am - 6pm or send us an email via the ‘Support' section. Alternatively, you can contact the hotel directly using the contact details outlined in your itinerary.

I need help planning my trip

Our experienced and professional agents would be more than happy to help you plan your booking. Give us a call on 1800 244 400 (INTL. +61 3 9939 1404) 8:30am - 6pm to see how we can help you create the perfect trip.