How may we help?

The most frequently asked questions

• How do I find an available hotel on my travel dates?
• What are best rate 110% Guarantee Hot Rate hotels?
• How far in advance can I book last minute hotel rates?
• What do the Orange and Blue book buttons mean?
• Why are the rates for my hotel shown as "On Request"?
• How long does it take to confirm rates and/or availability for On-Request Bookings?
• What about if I’m travelling in the next few days?

 

Booking Conditions

• Hotel reservation booking conditions
• Please see the top left of this page to view, amend or cancel your hotel reservation.

 

Security questions

• How secure are my credit card details when paying online?
• How safe is my personal information?

 

Customer contact form

If you have any questions about hotel reservations, availability or rates please you might want to first look at our frequently asked questions at the top of the page. Of course, if they don’t answer your query, or you would like to make a suggestion about our site or service, please use the form below or email RoomService@Hotel.com.au and one of the Hotel.com.au team will be in touch. We aim to respond to all customer queries within one (1) business day.

First name*
Last name*
Your email address*		Please double check that your email address is correct
Subject		General enquiry or suggestion Hotel rates enquiry Existing booking enquiry Group booking request (11 or more rooms) Long stay request (more than 25 nights) Hotel for family holiday request
Booking ID or Confirmation Number		Required for existing bookings
Hotel name and City location		Let us know where you would like to stay or are staying
		Subscribe to the hot hotel deals newsletter
Message*
		Send

 

More contact details and terms and conditions

Please:

• see our privacy policy, terms of use and how we ensure your transaction is secure
• contact us at RoomService@Hotel.com.au, online chat or telephone on 1300 HOT HOT or 1300 468 468
• our postal address is Hotel.com.au Pty Ltd Level 2, 7 Macquarie Place Sydney NSW 2000 Australia
• subscribe to our hot hotel deals newsletter and let the best deals come to you

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How do I find an available hotel on my travel dates?

The easiest way is to use the hotel quick find at the top of the page by entering your dates and the city you want to stay in. You only need to enter the first 3 letters of the city and then you will be prompted with a list of available cities starting with those 3 letters (you do have to make sure spelling is correct though!).

The Hotel.com.au site is organised into three main levels:

• Countries with city listings
• Cities with hotel categories and,
• Individual hotel property listings.

If you’re looking for hotels in a particular city, the place to start is our Site Map of Hotels World Wide. You just select your country and city, enter your travel dates in the city search box and click 'search' and, hey presto, hotel deals galore!

Sometimes you’ll also see a Last Minute Hotel Specials link which contains deals for hotel stays within the next 28 days only.

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What are best rate 110% Guarantee Hot Rate hotels?

Hotel.com.au Hot Rate hotels are marked with a 110% Best Rate Guarantee tag. In a nutshell, this means that if you find a lower rate on another web site for the same room and date within 24 hours of making your booking with us, we'll match the price AND throw in 10% of the difference out of our own pocket.

Sound intriguing? Find out more about the Best Rate Guarantee.

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How far in advance can I book last minute hotel rates?

You can book special last minute hotel deals up to 28 days in advance, So if you booked today, that means any time before Wednesday, June 27, 2012. Our last minute hotels deals:

• can be instantly booked and confirmed online
• may offer better value than the year round rates
• are linked from most city pages or can also be accessed via our Last Minute Hotel Specials page.
  

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What do the Orange and Blue book buttons mean?

When you book hotels with an orange 'Book' button or orange 'Book Now' link you get 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 too.

If a hotel has a blue 'Book' button it means availability and/or rates are On-Request.  When your request comes through, we check that the hotel has rooms available at that price. We then get back to you by email within 24-48 hours to let you know if it’s confirmed or not.

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Why are the rates for my hotel shown as "On Request"?

When a room rate is "On Request", it’s 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 find out if rooms are available and if they are, negotiate the best rate with the hotel for you.

We’ll then get back to you and let you know the price. If you decide you’d like to go ahead, we’ll process your booking request. If you decline the offered rate, your request will be cancelled and you won’t be charged anything.

How long does it take to confirm rates and/or availability for On-Request Bookings?

Usually 24 – 48 hours. However, around busy holiday or event periods, hotels may occasionally take a little longer.

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What about if I’m travelling in the next few days?

If your On-Request booking hasn’t been confirmed and you have only a few days remaining before your travel date, you may like to see if there is an alternative hotel with a Last Minute Hotel Deal. That way, you’re assured of instant confirmation.

If you do find a suitable Last Minute Special deal you simply click here to cancel your On-Request booking prior to confirmation at no charge. On-Request bookings can be cancelled at any stage between making the booking and before we receive confirmation from the Hotel, and no charges apply.

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Hotel booking terms and conditions

Questions about hotel reservation booking conditions

• FAQ and Booking Conditions for all Last Minute Discount Hotels
• FAQ and Booking Conditions for hotels in Australia, NZ, Western Europe, Singapore, Hong Kong
• FAQ and Booking Conditions for hotels in USA, Canada, South America and Rest of World

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How do I view, amend or cancel a hotel reservation?

Please see the View, Amend My Reservation section on the top left of this page.

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Security questions

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 128 bit encryption
• using digital certificates  from THAWTE Server CA (part of the VeriSign group), an industry leader 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.

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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
• never giving your details to unauthorised third parties (yes, we hate spammers too)

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