 Customer Help
Welcome to Hotel.com.au! If there were two practical things that I could share with you that may help improve your experience with us they would be:
1. Last minute deals may not always be the cheapest! Smart hotels, like airlines adjust their prices to meet expected demand, if demand goes up nearing an event or other peak period prices generally go up too, so in most instances booking ahead may actually get you a better deal. Although this information may not help now if you only have a few days to book, hopefully it may help you next time you book with us!
2. We offer both instant confirmation and on-request type hotel bookings. We use on-request reservations as they allow us to offer a wider variety of hotels. If you only have a few days available before you expect to arrive it is best to opt for an instant confirmation booking (look for the orange 'Book' button) instead of on-request type bookings.
If you have any queries about hotel, car, tour or holiday reservations with Hotel.com.au please see the frequently asked customer questions below or please feel free to contact us using the customer contact form below. Thank you for visiting Hotel.com.au, we aim to offer you great service, a great range and great value hotel deals!
Regards
Matthew Lawson
Quick Tips for 6 Frequently Asked Hotel.com.au Customer Queries
Hotel.com.au provides discount hotel, rental car and tour reservation services for over 92,000 hotels in over 180 countries world wide. Below are six (6) quick tips based around common Hotel.com.au customer queries.
1. Finding an available hotel on your travel dates
The Hotel.com.au web site is organised into three levels 1. Countries with city listings 2. Cities with hotel categories and 3. Individual hotel property listings.
If you are looking for hotels in a particular city please start with our Site Map of Hotels World Wide to select your country and city. Then enter your travel dates in the city search box and click 'search' or click the Last Minute Hotel Specials link if available in that city.
2. Best Rate 110% Guarantee Hot Rate Hotels
Hotel.com.au Hot Rate hotels, are marked with a 110% Best Rate Guarantee tag. Please click here for more details about the Best Rate Guarantee.
3. Booking within the next 28 days? Try the
Last Minute Special Hotel deals with instant online confirmation
When booking within 28 days (or before Monday, November 10, 2008) the Last Minute Hotel Specials have instant online confirmation and may offer better value than the year round offers. Links to our Last Minute Specials appear on most city pages and can also be accessed via the Hotel.com.au/Discount page.
4. What do the Orange and Blue book buttons represent?
Hotels with a orange 'Book' button or orange 'Book Now' link have instant online confirmation. All Last Minute Hotel Specials (for bookings 28 days in advance only) also have an orange 'Book' button and offer instant online confirmation.
Hotels with a blue 'Book' button have On-Request availability and/or On-Request rates. The process of checking that the hotel has rooms available and forwarding the email confirmation to you will take 24-48 hours. Customers are notified via email of all confirmed or unsuccessful bookings.
5. Why are the Rates for my hotel shown as "On Request"?
When a rate shows on the Hotel.com.au web site as "On Request", it is usually during peak periods, such as public holidays, special events, or conferences/exhibitions. Once we receive your completed reservation form, including credit card payment details, we will negotiate the best rate with the hotel and advise you, at no charge. Once we receive your acceptance of the rate, your request will be processed. If you decline the offered rate, the request will be cancelled and no charges will apply. Customers are notified via email of all confirmed bookings or unsuccessful bookings.
6. Time required to confirm rates and/or availability for On-Request Bookings
Around busy holiday or event periods, hotels may occasionally take longer
than the target turnaround time of 24-48 hours to confirm On-Request bookings. If your On-Request booking has not been confirmed and you have only a
few days remaining before your travel date you may like to see if an alternative Last Minute Hotel Deal with instant online confirmation is available. If you do find a suitable Last Minute Special deal you can click
here to cancel your On-Request booking prior to confirmation at no
charge. Please see the Booking
Conditions for full terms of On-Request bookings and cancellation
policies.
Hotel Reservation Booking Conditions
To
View, Amend or Cancel Hotel Reservations
- If you would like to view the status of an "On Request" booking please click here
- If you have a Booking ID please click here
- If you have a Confirmation
Number please click here
Transaction
Security
We treat the security of our customers'
information very seriously. Customers' personal details and credit card
details are protected while being transmitted over the Internet by the
use of 128 bit encryption methods. Credit card details are stored securely
at all times, are not used for any other purpose and will never be provided
to any unauthorised third parties. Hotel.com.au uses digital certificates  from THAWTE Server CA (part of the VeriSign group), an industry leader
in the protection and management of data transmission and storage.
Secure Payments
Please click here for group booking, extended stay and other hotel reservation payments.
Email, Telephone and Postal
Address
Australia, New Zealand,
Singapore, Taiwan, Thailand, Hong Kong & Europe Hotel Reservations (or customers with a Booking ID)
Please use the form above or email service@hotel.com.au for all queries.
9am to 5pm Monday to Friday (Australian EST, GMT+10)
USA, Canada and all other Worldwide Hotel
Reservations (or customers with a Confirmation Number)
24 hours per day and 7 days per week customer service:
New reservations please freecall 1800 137 510 from Australia or +1 866 283 5815 from other countries ( toll free from USA and Canada)
Existing reservations please freecall 1800 137 510 from Australia or +1 866 270 2849 from other countries ( toll free from USA and Canada)
Address
Hotel.com.au Pty Ltd
Level 2, 7 Macquarie Place
Sydney NSW 2000
Australia
* Please note per night rate guides are subject to change without notice. To see hotel rates for your stay please enter your specific travel dates above.
Click here for details of our 110% Best Rate Guarantee.
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About Hotel.com.au
Hotel.com.au provides a wide choice of competitive
rate hotel reservations for over 92,000 hotels in more than 180
countries world wide. We care about our customers and endeavour to reply to all customer queries by the next business day. Please see Hotel.com.au/Help for answers to frequently asked customer queries and for customer service information. If you are looking for hotels in a particular city or destination please see the Hotel.com.au home page or see our site map of hotels world wide.
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