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Frequently Asked Questions

Booking questions

  • Can I make a hotel booking via Qantas Hotels Customer Support line?

    Hotel bookings can be made online through our website. The Qantas Hotels Customer Team can provide assistance with any permitted changes or cancellation to your booking via LiveChat.

  • How do I know my online hotel booking is confirmed and what information is displayed in the email?

    You will receive a Booking Confirmation email with your confirmed reservation details within 24 hours of making the booking. If you have not yet received your confirmation, re-check your Spam or Junk folder. If you still haven’t received your Booking Confirmation, please contact our LiveChat customer support team.

    Booking Confirmation contains property details, the room type you selected, any inclusions with the room selected and arrival instructions. For further details about arrival instructions or airport shuttles please contact the property directly.

    Booking Confirmation will also include a Tax Invoice along with information relating to cancelling the reservation, use of Qantas Points and Vouchers.

  • How can I request another copy of my hotel Booking Confirmation email?

    To request a new copy of your Booking Confirmation, contact our LiveChat customer support team for assistance.

  • Can I book multiple rooms at the same time?

    This function is currently unavailable. Our development team are working to provide this feature in the near future.

  • 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 is one of the people staying at the hotel 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. To make changes to the lead guest, contact our LiveChat customer support team.

  • I need to arrange an airport shuttle/transfer for the hotel I booked.

    Please contact the hotel directly to arrange transfers.

  • How do I make a special request for my online hotel booking?

    Special requests can be added in the "Request (Optional)" section of the checkout page. Please note, special requests cannot be guaranteed, are 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. For any further confirmation on special requests please contact the property directly.

  • 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 drivers license, Government issued ID or Passport. Some hotels will require a credit card for security deposit.

    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.

  • 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.

  • Can I make a hotel booking online if I live outside of Australia?

    Yes. Please note, all transactions will be processed in Australian Dollars (AUD) and the Qantas Hotels website follows AEDT/AEST.

Qantas Frequent Flyer Customers

  • How long after making a Qantas hotel booking do I receive the allocated Qantas Frequent Flyer Points?

    Qantas Points will automatically be awarded within 8 weeks of checkout if the name and Qantas Frequent Flyer number provided at checkout match the details in your Qantas Frequent Flyer account.

  • When will I earn the points for my Airbnb booking that I made through the Qantas website?

    Qantas Frequent Flyer Points will automatically be awarded within 8 weeks of checkout. For more details about Qantas Airbnb bookings, please check the terms and conditions page.

  • How many properties worldwide does Qantas Hotels have on offer where I can earn Qantas Points?

    There are currently more than 200,000 properties worldwide listed on qantas.com/hotels where Qantas Hotel customers can book and earn Qantas Points.

  • At what rate will I earn Qantas Points for stays booked at Qantas Hotels?

    All bookings made through Qantas.com/hotels, will earn a minimum of 3 points per AU$1 spent.

  • Qantas Hotels often has Double Points or Triple Points promotional offers, will these be extended to all 200,000 plus properties?

    This will depend on the promotional offer available at time of enquiry. Terms & Conditions for current promotional offers are available online at qantas.com/hotels.

  • I have a question regarding my Airbnb booking that was made through the Qantas hotels website.

    For queries regarding Airbnb bookings through Qantas please visit the Airbnb terms and conditions page. You can also contact our LiveChat customer support team for assistance.

Payments and Charges

  • How can I pay for my Qantas Hotels booking and are there any fees associated with payment?

    Qantas hotels accept the following payment methods:

    • Visa (Credit and Debit)
    • MasterCard (Credit and Debit)
    • Amex

    We do not charge any booking fees.

  • How do I know my credit card details will be kept secure for my Qantas Hotels booking?

    When you make payment for your hotel booking, a secure server is used to transmit your credit card details to our financial institutions. Secure Socket Layer (SSL) ensures the security of all information you send through the website via the payment page.

Changes and Cancellations

  • Can I cancel or change my reservation through the Qantas Hotels website?

    Currently we do not provide the option to cancel or change a Hotel reservation via the Qantas Hotels website. In order to change or cancel a booking reservation contact our LiveChat customer support team for assistance.

  • How do I change a booking?

    If changes are permissible, our customer support team will be able to assist you.

    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.

    Contact our LiveChat customer support team for assistance.

  • Can I cancel my booking?

    If cancellation is permissible, our customer support team will be able to assist you.

    Contact our LiveChat customer support team for assistance.

  • What is a ‘free cancellation’ or ‘non-refundable’ cancellation?

    Every hotel sets its own cancellation policy for each room they sell.

    Free cancellation means you can cancel or change the reservation free of charge if done within the allocated time frame set by the hotel. This information is displayed in the Booking Confirmation email.

    A non-refundable policy means that fees or a fee will be charged to cancel or make changes to a reservation. This information is displayed in the Booking Confirmation email.

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.

  • What is a "Price Promise"?

    If after you book a hotel at qantas.com/hotels, on the same day you find a lower publicly available rate on any Australian registered website for Fully Comparable Accommodation, we will refund the difference back to the credit or debit card used to make the purchase. Qantas Frequent Flyer members can earn 1,000 extra points. Conditions Apply.

    View full details of our price promise and submit your claim here.

  • 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 Qantas website.

  • What are the booking terms and conditions associated with Qantas Hotels (Hooroo PTY LTD)

    The conditions associated with your booking are displayed in your Booking Confirmation. General Booking Terms and Conditions are also available online at our "Booking terms and conditions" page.

Vouchers

  • How do I redeem a Qantas Hotels 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.

  • Can I redeem gift vouchers for products other than hotels?

    No, Hotel Vouchers can only be redeemed for Qantas Hotel bookings.

  • Do Qantas Hotels Vouchers expire?

    Yes, each Voucher has a unique expiry date. The expiry date and terms of use are included in the Voucher email.

  • What do I do if a Qantas Hotels Voucher code does not work?

    If your Voucher code is not accepted on the Review and Pay page, please contact our LiveChat customer support line for assistance.

  • If I cancel my Qantas Hotels 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.

  • Can I use my Qantas Hotels Voucher code on multiple bookings?

    Each Voucher code can only be used once on a single booking. Any unused difference between the actual amount of the discount received and maximum amount will be forfeited.