When you make an accommodation reservation using Hotel.com.au the following terms and conditions apply.
Age: You must be at least 18 years of age to book any accommodation displayed on Hotel.com.au.
Payment: You agree to make payment at the time of booking via a debit to your nominated credit card. The amount debited will (subject to the following) be the amount shown on our booking page prior to you clicking the "Book now" button on that page. Depending upon the currency of the booking, your credit card's currency and the country in which your card was issued, your credit card provider may impose foreign exchange fees and other fees which are in accordance with your arrangements with that credit card provider.
Changes to bookings: If you want to change any details of your booking, you must contact our Customer Help Service - Click here for contact details. We will do our best to assist you, but cannot guarantee that changes can be made. Please note that:
bookings at certain accommodation providers, or in certain time periods, or for certain room types cannot be cancelled or changed; and
some accommodation providers may permit cancellations or changes but this may involve that accommodation provider imposing a charge, and this information will be displayed (see cancellation policy) on the relevant accommodaiton details page and the booking page, which you access prior to making a booking. In addition, we apply an administration charge to all booking changes and permitted cancellations - this amount is displayed on the booking page (this is in addition to any cancellation charges imposed by the accommodation provider).
Requirements upon check-in: We do not provide your credit card details to any accommodation provider and as such you will be required to provide a credit card imprint or equivalent at check-in to cover incidental charges. The person registering at check-in must be at least 18 years of age. In addition, to eliminate identity fraud, the accommodation provider will ask you to provide photo ID at check-in to ensure that your identity matches the booking identity. A record and/or copy of this photo ID may be retained by the accommodation provider to minimise the risk of fraudulent credit card usage and for verification purposes with your credit card provider in the event of disputation. This identification information may be supplied to us by the accommodation provider in the event of a credit card dispute.
Site information: We make every effort to ensure all accommodation information displayed on Hotel.com.au is accurate; however, as considerable information is accessed from our accommodation partners and posted by our customers, we are unable to guarantee the accuracy of all information nor are we able to guarantee that Hotel.com.au is free of errors or faults. We reserve the right to change accommodation information displayed on Hotel.com.au (including these terms and conditions) at any time without notice to you.
Liability: Without affecting any statutory consumer rights that cannot be lawfully excluded or limited: a) we will not be liable for any losses, damages, liability, claims or expenses (howsoever caused, including negligence, and whether direct, indirect or consequential) arising from the use of or connected with Hotel.com.au or any products or services purchased on Hotel.com.au, and b) we make no warranty or representation as to the fitness or suitability of any product or service displayed on Hotel.com.au or any linked site. Where our liability cannot be excluded, to the extent permitted by law such liability is limited to either: (i) for breach of implied terms, at our option, to resupply the service or the cost of resupplying the service; or (ii) otherwise, to the value of the booking made. We sell accommodation from inventory supplied by each accommodation provider and we do not over-sell that inventory. We cannot accept additional liability for unavailability caused by an accommodation provider over-selling its own inventory.
Fairness: We always try to settle any issues or complaints quickly and fairly. Please send any issues by email to RoomService@Hotel.com.au