Customer Service & FAQ's
We have put some of our most frequently asked questions under the following subheadings. If you can't find the answer to your question please click here to send a message to one of expert local customer service agents.
When enquiries are received between 0900-1730hrs Mon – Fri Australian Eastern Standard Time we will reply within 24hrs.
FAQ's
How do I book a hotel?
- Select your destination / Country from the drop down list on the home page
- Select your city
- Select the dates you wish to travel and advise the number of adults travelling and children ages.
- Press the search button - our search engine will return a list of hotels for you to choose from.
Hotel Questions
Are the rates per person or per room?
- All rates are based on single or double occupancy per room and are quoted on a nightly basis.
- Additional people, children, roll away beds and other items may incur additional charges upon check-in.
Are transfers or breakfast included?
- Unless otherwise specified rates are usually on a room only basis.
What is the difference between a twin and double room?
A twin room refers to 2 separate beds. Double refers to a room that has one bed which can vary in size from standard double, queen size or king size.
Are there additional taxes to pay?
All rates quoted on the Oztravel.com website are inclusive of tax and service charges.
Can I get a GST refund?
GST refunds are only applicable to goods which are purchased in Australia or New Zealand and then taken out of the country for use/consumption overseas. As you will be using your accommodation whilst here no refund is applicable.
Can I use my frequent flyer reward points or upgrade certificate?
No, hotels require that you deal directly with them when you are using redemption points or upgrade certificates. The same is true if you wish to have your hotel booking credited to a programme
How will I receive my booking confirmation?
On completion of your booking, a confirmation will be sent to your e-mail address
What happens if I experience an error when trying to make a booking?
Browsers have caches that store pages in order to decrease the time it takes to load a page.If the cache is full it may reload the same page or provide you with an older version of the page.
To clear the cache on Microsoft Internet Explorer:
- From Tools select Internet Options
- Under the General tab click on Delete Files
- Tick the box next to Delete all offline content
- Click OK
- Click OK again.
To do this:
- From Tools select Internet Options
- Under the General Tab click on Settings
- Check the radio button next to Every visit to the page
- Click OK
- Click OK again
What are ‘Pre-paid rates?’
Pre-paid rates are available to all credit card holders regardless of their billing address. The hotel room is charged to your credit card at the time of booking. Hotels will collect incidentals such as meals, car parking and telephone calls separately at the time of check-out. Pre-paid rooms can only be booked one room at a time. Cancellation terms and fees apply to pre-paid rooms.
How can I find out extra information about the hotel?
Our database contains pictures and general information about each property to assist you in selecting the hotel that best meets your needs.Payment
In order for us to confirm your reservation we require your credit card details authorising full payment. You will be asked for these details when you complete the online booking form.
What payment methods can I use?
We accept MasterCard, Visa and American Express.
Do I need to submit personal information when making a booking?
You only need to enter credit card information, address and other personal information that is necessary to confirm the correct room type i.e. number of people, bedding type etc.
Can I use redemption vouchers (i.e. reward points) when booking a hotel?
We cannot accept redemption vouchers (i.e reward points) when booking a hotel?
Can I make bookings and pay the hotel directly?
All reservations made through the Oztravel.com website are based on pre-payment prior to arrival. All of the rates advertised on the Oztravel .com website are based on specially negotiated pre-paid contracts. At the Hotel: Check In – what do I need when I arrive at the Hotel? To check-in at the hotel, you will need to present your confirmation e-mail, photo ID and Credit Card (this is to pay for incidentals such as mini bar, telephone, meals etc.) Checking Out – How do I checkout Your accommodation has already been paid. You will however need to settle other charges incurred by you during your stay at the hotel.What happens if I need to change or cancel my reservation?
Can I make changes to my reservations after final payment?
Once you have finalised your reservation we will endeavour to make any changes you need however amendment or cancellation fees may apply.These will be dependent on how late you make changes and will be advised at the time.
An amendment fee of $40.00 AUD will apply.
What happens if I need to cancel my reservation?
You must cancel your booking on this website by using this link.Fill in your e-mail address that you made the booking with together with your booking confirmation that was e-mailed to you.
If you are unable to locate your booking confirmation e-mail then use the link to have it e-mailed to you again.
Cancellation policies vary from hotel to hotel it is best to advise as soon as possible when a reservation needs to be cancelled.
Hotels charge higher cancellation fees the later you cancel.
An amendment fee of $40.00 AUD will apply.
An amendment fee of $40.00 AUD will apply.
How do I change my travel dates?
You will need to make a new booking and cancel the original as the online system cannot amend existing bookings.We recommend you check the availability for your new dates and make a new booking prior to cancelling your original booking.
Please make sure you are aware of the cancellation policy of the hotel before doing so.
An amendment fee of $40.00 AUD will apply.
Can I change my booking after I have commenced travelling?
We will endeavour to assist with voluntary alterations to your itinerary whilst you are travelling however amendments and cancellation fees will usually apply.
How do I retrieve a copy of booking after it is made?
Click on ‘my bookings’. Fill in your e-mail address that you made the booking with together with your booking confirmation that was e-mailed to you. If you are unable to locate your confirmation e-mail then use the link to have it e-mailed to you again.
What documentation do I need?
OzTravel.com Vouchers Once final payment has been received we will e-mail your hotel documents to the e-mail address provided by you.All hotels accept these vouchers.
Please present these to the hotels upon arrival.
Privacy and Security
Will my personal information be shared or sold to third parties?
All information provided by us is secure and confidential. We do not share or sell your details to any third party.
How can I be sure my credit card information is safe?
Whenever you use our services, you are automatically signed in securely unless you choose otherwise. All your transactions are protected by powerful Secure Sockets Layer (SSL) encryption technology and Private Communication Technology (PCT) Security standards supported by Microsoft Internet Explorer and other popular browsers. SSL encrypts yoru credit card number, name, address and telephone number before they travel over the internet. This makes doing business over the internet as secure as purchasing by telephone.Air Questions
Can I book my air tickets with Oztravel.com?
Flights are generally more economical if they are booked in the country of commencement of travel. Domestic flights booked in conjunctions with an international ticket usually attract an international visitor discount.Contact details
If we haven’t answered any of your questions above please call us.
- Tel: +61 2 8314 5899
- Fax: +61 2 8314 5898
- E-mail: helpdesk-aus@toureast.net
- Office hours: Mon-Fri 9am – 6.00pm (Sydney Time GMT +10.00)
Additional Questions
What if I have questions that aren’t answered here?
- Enquiries email: helpdesk-aus@toureast.net