Frequently Asked Questions
We're here to assist you in finding the information you need about our site.
Changes and Cancellations
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Can I cancel or change my reservation through Jetstar.com.au/hotels (Website)?
No. We currently do not have the option to cancel or change a Hotel reservation via the Jetstar Hotels website. In order to change or cancel a booking reservation you will need to call 1300 722 327 between 7 am to 10 pm AEST, 7 days a week.
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How do I change a booking?
Any changes to your booking must be made by calling our customer call centre on 1300 722 327 between 7 am to 10 pm AEST, 7 days a week. Our customer service team will assess the booking that you are already holding and review the conditions associated with it to advise what changes are permissible. If changes are permissible, our customer support team will assist you in making a decision.
The following requests will be treated as a cancellation:
- Changing the property at which you plan to stay
- Changing both the date of arrival and departure for a booking, or
- Changing the room or offer booked.
We will be able to assist you via our call centre with a cancellation of the existing booking.
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Can I cancel my booking?
You can cancel your booking by calling us on 1300 722 327. We will assess the hotels cancellation and changes conditions applicable to your booking and advise you of the amount to be refunded (if applicable). Charges may apply. If the hotel policy permits, we will refund you any refundable amount.
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What is a ‘free cancellation’ or ‘non-refundable’ cancellation?
Every Hotel sets its own policy for each room they sell with regards to cancellations.
Free cancellation means you can cancel or change the reservation free of charge if done within the time frame set by the hotel and this information is displayed in the Booking Confirmation email. This content will be displayed for example Cancel up to 14 days or Cancel before a date that will be written in the email.
A non-refundable policy implies that to cancel or make changes to a reservation there will be a fee charged to make this transaction. This content will be written in the Booking Confirmation email.
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What is the current Call Centre Service Fee?
There is no Call Centre Service Fee at this time. Hooroo Pty Ltd reserves the right to review this policy in the future.
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Can I change the dates or occupants included in my booking
Yes (subject to the cancellation and changes policy specified by the hotel). You can change your booking by calling us on 1300 722 327 between 7 am to 10 pm AEST, 7 days a week. We will assess the hotels cancellation and changes conditions applicable to your booking and advise you any additional amounts due, or amounts to be refunded (if applicable).
Vouchers
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How do I redeem a Hotel Voucher?
Hotel Vouchers can be redeemed through our website. After selecting a room and offer that you wish to book, enter the Voucher code in the space provided on the Review and Pay page.
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Can I redeem gift vouchers for products other than hotels?
No, hotel Vouchers can only be redeemed for hotel bookings on our website.
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Do vouchers expire?
Yes, each Voucher has an expiry date. The expiry date and terms of use are included in the email in which you received the voucher code; generally they expire within 6 months from date of issue.
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What do I do if a Voucher code does not work?
If your Voucher code is not accepted on the Review and Pay page, please contact us.
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If I cancel my booking will the voucher be refunded?
No, any amount paid using a voucher is non-refundable. If you change or cancel a booking, any hotel change or cancellation fees amount will be deducted from the amount paid by you, up to a maximum of the amount originally paid by you.
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Can I use my Voucher code on multiple bookings, or multiple Voucher codes on one booking?
Each Voucher code can only be used once on a single booking and you can only one Voucher code per booking. Any unused difference between the actual amount of the discount received and maximum amount will be forfeited.
Booking questions
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Can I make a hotel booking via the Jetstar Hotel Customer Service Line?
No. We only accept bookings for hotels via our website. Hotel bookings can be made online through our website. The Hotels Customer Helpline can provide assistance with any permitted changes or cancellation to your booking.
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How do I know my hotel booking is confirmed and what information is displayed in the email?
You will receive a Booking Confirmation email with your confirmed reservation details up to 24 hours after making the booking. If you have not received your confirmation, re-check your Spam or Junk folder. If you have not received your Booking Confirmation call 1300 722 327 between 7 am to 10 pm AEST, 7 days a week.
Once you have received the Booking Confirmation, you can see the property’s details in the email confirmation. The email will contain the Room Type you selected, any inclusions with the room selected and arrival instructions that you will need to read before arriving at the property.
Towards the bottom of the Booking Confirmation email you will see a Tax Invoice for the booking including information relating to cancelling the reservation, use of Jetstar Points and use of Vouchers.
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Why are some room types displaying different prices to other rooms at same Hotel?
On the website when you enter the dates of your stay, the available properties will be displayed with the rates on the right hand side. You may notice that the same accommodation type displays a different price and this could be due to the demand of customers staying at the property, is breakfast included, advanced payment option or if the reservation can be cancelled are available to a guest depending on the property type.
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How can I request another copy of my Booking Confirmation email?
To request a new copy of your Booking Confirmation contact us or call 1300 722 327 between 7 am to 10 pm AEST, 7 days a week. We will ask you to provide your booking reference number and the surname of the lead guest in the booking.
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What if I book the hotel room for another person but do not stay as a guest?
The customer identified in the booking is referred to as the ‘lead guest’. It is essential that the lead guest be one of the people who utilise the booking as they will be asked to provide photo ID by the hotel at check-in. Importantly, the person making payment for the booking does not need to be the same as the lead guest. You may change who the lead guest is by contacting the 1300 722 327 between 7 am to 10 pm AEST, 7 days a week.
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How can I locate the conditions associated with my booking?
The conditions associated with your booking are displayed in your Booking Confirmation email. General Terms and Conditions of bookings are also available online at our "Booking terms and conditions" page.
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How do I make a special request for my room?
Special requests can be added in the "Request (Optional)" section during the booking process. These comments will be forwarded to the hotel with your booking. Please note, special requests cannot be guaranteed and will be at the discretion of the hotel and subject to availability on the day of check-in. Additional charges may be applied by the hotel at its discretion in some instances.
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What booking documentation do I need to check-in to the hotel?
We recommend you take your Booking Confirmation email to assist at check-in. The lead guest will be required to present photo ID at check-in, such as a license or passport.
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What are your policies regarding under 18s?
You must be over 18 to make a booking on our website. Each hotel may have its own policy regarding guests under the age of 18. However, in general, all guests under the age of 18 should be accompanied by a parent/guardian or an individual over the age of 18. The hotel has the right to refuse any booking when the lead guest is unable to show sufficient photo ID if requested prior to or at check-in, or where a minor is not accompanied by a parent/guardian.
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Can I make a booking if I live outside of Australia?
Yes you can, but please note though that all transactions will be processed in Australian Dollars (AUD)
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Who is Hooroo?
Hooroo Pty Ltd is an associated entity of Qantas, and is a wholly owned subsidiary of Qantas Airways Limited. Hooroo Pty Ltd provides access for customers to book accommodation through the Jetstar website.
Extra Facilities
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How do I know if the hotel has parking facilities and can I reserve a spot?
Under ‘Room Type’ you can see if parking is included with the Room that is selected or under the Property Information section on the right hand side of the screen. If the hotel requests you reserve parking, please contact them directly.
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Does the hotel offer a shuttle service?
If the property offers a shuttle service this will be listed under the ‘Room Type’ section or displayed under the Property Information section on the right hand side of the screen. To arrange this you will need to contact the hotel directly to arrange.
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How do I find extra facilities at the Hotel e.g. a lift?
Under the Property Information section there will be information about what the hotel offers or under the features section displayed on the right hand side of the screen.
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Can I store luggage before check in or after check out?
If the property has this facility it will be displayed under Property Information section on the right hand side of the Hotel selected. This will be at discretion of the hotel and depending on demand of luggage space you will need to arrange directly with the hotel to use this facility.
Payments and Charges
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How can I pay for my booking?
We accept the following payment methods:
- Visa (Credit and Debit)
- MasterCard (Credit and Debit)
- Amex
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Are there any fees associated with payment of my booking?
No, we do not charge any booking fees or fees for processing your payment. However if you use a non-Australian credit card there maybe conversion fees associated with the card, please confirm with your issuing bank about fees related to overseas card charges.
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How do I know my credit card details will be kept secure?
When you make payment for a hotel booking, a secure server is used to transmit your credit card details to financial institutions. Secure Socket Layer (SSL) ensures the security of all information you send through the website via the payment page.
General Enquiries and Feedback
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What do I do if I have feedback?
If you have feedback we would love to hear from you. To leave a comment or suggestion please complete our customer feedback form.
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How do I unsubscribe from RedEmail newsletters?
To unsubscribe from RedEmail, visit the Jetstar website at http://web.Jetstar.net.au/redemail/au/ and enter your details.
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What is the "Price Promise"?
If, after purchasing accommodation on our site, within 24 hours you find a better price online for the same offer, same dates and same conditions (see below), we will refund you the difference. Plus, Jetstar Frequent Flyers can receive 1,000 points for a successful claim.
What qualifies:
- Prices quoted in Australian dollars without the use of a currency converter including fees and taxes but excluding any card fees
- Same hotel property (including location)
- Same room type (including bedding configuration)
- Same number and type of travellers (including number of adults and children)
- Same dates
- Same inclusions
- Same booking and cancellation conditions
- Prices on a website that ends in .au or on a website operated in Australia by an Australian company.
What doesn't qualify:
- Cancelled bookings
- Prices as part of a package
- Prices quoted on websites which do not have the capability to confirm the booking and accept payments (for example, websites that link through to a third party’s website)
- Specially negotiated rates such as travel agent, staff, corporate or membership rates, rates that are only available to people who have subscribed to or become a member of a website or any other rate which is not available to the general public
- Unauthorised resellers, for example, eBay
- Bookings made with vouchers, coupons or point redemption programs
- Prices that are lower as a result of an error by the retailer
- Prices that Jetstar is unable to verify, using reasonable means
- Prices offered under promotion with a third party
- Prices offered on a website that doesn’t end in .au unless it is operated in Australia by an Australian company.
The comparative price must be notified to the call centre within 24 hours of the original booking being made with Jetstar.
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How do I claim a refund on your "Price Promise"?
To claim a refund on our Price Promise please visit the Jetstar Price Beat Guarantee page.