Frequently Asked Questions
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Changes and Cancellations
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 9 am - 6 pm AEST, 5 days a week.
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 8:30am - 5:30pm AEST, Monday to Sunday. 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.
I have a booking for a hotel outside of Australia, what are my change options?
If you made an International booking before 19 March 2020, and your stay dates are between 20 March and 30 April 2020, you can request a refund back to the card used on the booking.
I have a booking for a hotel within Australia, what are my change options?
Each booking cancellation policy will vary depending on the cancellation policy for the relevant hotel/property. Please contact Jetstar Hotels Customer Service team who can let you know what your options are.
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.
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.
What is the current Call Centre Service Fee?
There is no Call Centre Service Fee at this time. Qantas Group Accommodation Pty Ltd reserves the right to review this policy in the future.
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).
What is the difference between a Hotel Voucher vs a Credit Voucher?
A Hotel Voucher (Promotion code) is a complimentary promotional or goodwill voucher provided by Jetstar Hotels, for example a $30 Hotel Voucher due to booking a Jetstar Airways flight or receiving a goodwill voucher from the Contact Centre. This type of voucher will have a specific expiry date and can be used on the payment page of Jetstar Hotels or Jetstar Holidays.
If a booking paid for in whole or in part with a voucher is cancelled and you are entitled to a refund, the portion of the booking paid for using the voucher will not be refunded, either in cash or with a replacement voucher.
For example if you used a $30 voucher and paid $400 using a credit card for a total booking value of $430 and you cancel the booking, you will only receive $400 back (assuming the booking was fully refundable) either as a Credit Voucher or refunded back to the original payment method used for the booking.
How do I redeem a Jetstar Hotels Voucher?
Jetstar Vouchers can be redeemed through our hotels website and our Jetstar Holidays holiday packages website. After selecting a hotel or Holiday offer that you wish to book, enter the voucher code in the space provided on the Review and Pay page.
Can I redeem Jetstar Hotels Vouchers for products other than hotels?
Yes, Jetstar Hotels Vouchers can be used on Jetstar hotels bookings and also Jetstar Holiday bookings, excluding Airbnb.
Do Jetstar Hotels Vouchers expire?
What do I do if a Jetstar Hotels Voucher code does not work?
If your Voucher code is not accepted on the Review and Pay page, please contact our live chat customer support line for assistance.
If I cancel my Jetstar Hotels or Jetstar Holiday booking that I booked using a voucher, can I receive a refund in cash or voucher?
No, any amount paid using a voucher is non-refundable. If you are entitled to a refund for the cancelled booking, and the booking included another payment method in addition to the voucher, any hotel cancellation fees will be deducted from the amount paid by you, and you will receive a refund of the balance back to the payment card used for your booking.
Can I use my Jetstar Hotels Voucher code on multiple bookings?
Each Voucher code can only be used once on a single booking. Any unused amount will be forfeited.
If I accept a credit voucher, how long do I have to use it?
You will have 3 years from the date of issue to use the Credit Voucher with Jetstar Hotels or Jetstar Holidays.
If I decide to take a credit voucher, what other benefits do I get?
You will receive no other benefit for taking the credit voucher for Jetstar Hotels or Jetstar Holidays at this point in time.
What is a property specific credit voucher?
If you had a booking that was non-refundable, we may have been able to negotiate with the hotel a Property Specific Voucher, allowing you to retain the value of your booking for use with the specific hotel at a later date. The validity period of a Property Specific Voucher will be determined by the relevant hotel, and included in the terms and conditions of the Property Specific Voucher. Any changes or cancellations to a booking paid for using a Property Specific Voucher are at the discretion of the relevant hotel and must be arranged by you with the hotel directly.
What if your booking is non-refundable?
If your booking is non-refundable and your circumstances change, you will need to discuss a refund with the relevant hotel. In accordance with our Booking Conditions, the hotel’s cancellation policy applies to your booking. We may, if requested by you, liaise with the hotel to have your booking refunded, but any refund (or voucher) in these circumstances will be at the discretion of the hotel (unless you are otherwise entitled to a refund under the Australian Consumer Guarantees).
If you have travel insurance, you may be able to claim under your insurance policy.
If I use the voucher on my next Jetstar Hotels or Jetstar Holiday booking but don’t use the whole amount, what happens to the remaining balance?
If you have a balance remaining on your Credit Voucher, you will automatically receive an email with a new voucher code with the remaining balance shown. If the balance is below $50, we will contact you to arrange a refund.
Can I use more than one voucher on the payment form to make a Booking?
At this point in time you can only use one Credit Voucher for each booking transaction.
If I cancel my Jetstar Hotels or Jetstar Holiday booking that I booked using a credit voucher, can I receive a refund in cash?
No, any amount paid using a Credit Voucher is not redeemable for cash. If you are eligible for a refund, you will be issued with a replacement Credit Voucher for the amount of your booking, less any booking cancellation fees if applicable.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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)
Who is Qantas Hotels?
Qantas Group Accommodation Pty Ltd is an associated entity of Qantas, and is a wholly owned subsidiary of Qantas Airways Limited. Qantas Group Accommodation Pty Ltd provides access for customers to book accommodation through the Jetstar website.
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.
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.
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.
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
How can I pay for my booking?
We accept the following payment methods:
- Visa (Credit and Debit)
- MasterCard (Credit and Debit)
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.
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
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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