How do I find an available hotel on my travel dates?
The easiest way is to use the 'Find Hotel Deals' section found on the top of most www.Hotel.com.au pages by entering your dates and the city or hotel you want to stay at. You need to enter at least the first 3 letters of the city or hotel name and then you will be prompted with a list of available cities and hotels starting with those 3 letters (you do have to make sure spelling is correct though!)
The www.Hotel.com.au site is organised into three main levels 1. Countries with city listings 2. Cities containing different hotel categories including hotels by brand, hotels on certain main streets etc and 3. Individual hotel property listings.
If you’re looking for hotels in a particular city, the place to start is our list of Hotels World Wide. You just select your country and city, enter your travel dates in the Find Hotel Deals box, click 'Go>>' and, hey presto, hotel deals galore!
To cancel, extend or amend existing reservations:
If you need to urgently cancel an existing reservation, please see the cancel reservation link on your confirmation voucher (that's the link on the email you received when you made your reservation) or just click here to log in and see your booking.
If you need to extend your reservation, simply book the additional night/s at www.Hotel.com.au and email the existing and new confirmation numbers to RoomService@Hotel.com.au. We'll let the hotel know to combine the reservations into one stay.
If you need to amend your reservation:
If you have a flexible reservation or you are within the free cancellation period, the simplest way to amend your booking is to check your new dates are available at www.Hotel.com.au. Then simply cancel your existing reservation and make a fresh booking with your new dates.
If you need to amend your reservation, you are outside the free cancellation period and there are extenuating circumstances for the cancellation, please call the number shown on your confirmation voucher (that's the email you received when you made your reservation). If you do not have your confirmation voucher handy, click here to log in and see your booking.
Things to know about hotel cancellation policies before you book and two examples
Flexible reservations allow cancellation 1-3 days (or 24-72 hours) before your checkin time, allowing you to move your booking if you need to (or if you find a cheaper rate). Non-refundable bookings are usually cheaper but lock you in so you cannot move your booking.
Hotel cancellation policies are shown on the final booking page where you enter the guest and credit card details. Hotel cancellation policies depend upon when you are staying, which hotel you are staying at and the room type, some hotel cancellation policies are very flexible and some are not flexible.
A strict cancellation policy is like the example below (essentially once this reservation is made the hotel will not offer a refund):
"This rate is non-refundable and cannot be changed or cancelled - if you do choose to change or cancel this booking you will not be refunded any of the payment."
A flexible cancellation policy example is (giving you up to 24 or 48 hours before check in to cancel):
"We understand that sometimes your travel plans change. We do not charge a change or cancel fee. However, this property (ABC City Hotel) imposes the following penalty to its customers that we are required to pass on: Cancellations or changes made after 4:00 PM ((GMT+10:00) Canberra, Melbourne, Sydney) on Oct 11, 2014 are subject to a 100% Cost of Stay penalty. The property makes no refunds for no shows or early checkouts."
Early check-in and Late check-out requests
The most common hotel check-out time is 10am and the most common check-in time is 2pm. These times may vary by 1 or 2 hours but generally guests leave the hotel in the morning around 10am and guests arrive in the afternoon around 2pm. This gives the hotel from 10am to 2pm or 4 hours to do cleaning and maintenance that might be required on rooms, of course not all rooms are occupied on all nights so there is also more time available when rooms are vacant.
Asking for an early check-in on arrival is often possible (but not guaranteed) because the hotel is often likely to have rooms available before 2pm particularly if the hotel is not fully booked. Asking for a late check-out however is probably more difficult because hotels like to be as prepared as possible for guests arriving in the afternoon and evening.
If you do arrive at your hotel earlier than 2pm you can leave your bags with the concierge and they will hold them for you until you check-in (to be on the safe side remove any valuables from your bag, it is best to take these with you). Likewise if you are not leaving the hotel until after 10am you can also check-out prior to 10am but leave your luggage with the concierge and use the hotel facilities for the day until you have to leave.
So if it suits your plans better, go ahead and ask for an early check-in or late check-out if needed, although please note the hotel generally cannot guarantee the request can be met on all occasions.
What is our best price guarantee?
In a nutshell, if you find a lower price on another web site for the same room and date within 24 hours of making your booking with us, we'll match the price - click here for more details or to apply for our Best Price Guarantee.
The best price guarantee is based upon hotel room rates only and does not include any taxes, tariffs or fees and does not apply to discounted rates for senior citizens, travel industry rates (e.g. IATA), corporate or Government rates.
Hotel.com.au Reservation Terms and Conditions
How secure are my credit card details when paying online?
We treat the security of your information very seriously. This includes protecting your personal and credit card details by 256 bit SSL encryption and using digital certificates from Norton powered Verisign, industry leaders in the protection and management of data transmission and storage.
In other words, it is near impossible for even the most determined bad guy to get hold of your details.
How safe is my personal information?
Just as importantly, we have stringent rules around the security of your personal information including never using your information for anything other than for the booking you make and follow up information and never giving your details to unauthorised third parties (yes, we hate spammers too).