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Frequently Asked Questions
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Booking Questions
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 live chat.
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 live chat 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.Most Booking Confirmations will also include a Tax Invoice along with information relating to cancelling the reservation, use of Qantas Points and Vouchers.In the event a Tax Invoice is not attached to your Booking Confirmation please contact the property on your booking directly to request this.
To request a new copy of your Booking Confirmation, contact our live chat customer support team for assistance.
This function is currently unavailable. Our development team are working to provide this feature in the near future.
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 live chat customer support team.
Please contact the hotel directly to arrange transfers.
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.
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.
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.
Yes. Please note, all transactions will be processed in Australian Dollars (AUD) and the Qantas Hotels website follows AEDT/AEST.
Booking confirmations will include either a payment receipt or tax invoice, as well as information relating to cancelling the reservation, use of Qantas Points and vouchers.
In the event a tax invoice is not attached to your booking confirmation, customers can request a tax invoice directly from the hotel on checkout.
In the event a tax invoice is not attached to your booking confirmation, customers can request a tax invoice directly from the hotel on checkout.
International hotel bookings do not have Australian GST. However, a booking at an international hotel may include an international equivalent goods and services tax. If required, you may request a tax invoice from the international hotel upon checkout.
Qantas Frequent Flyer Customers
Yes. If you’re a Qantas Frequent Flyer member you now have the option to use your points when booking a hotel on the Qantas website.
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.Qantas Points can be earned on credit/debit card only purchases and the credit/debit card component of Points Plus Pay purchases.
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.
There are currently more than 200,000 properties worldwide listed on qantas.com/hotels where Qantas Hotel customers can book and earn Qantas Points.
All bookings made through Qantas.com/hotels, will earn a minimum of 3 points per AU$1 spent.
If you make a Qantas hotel booking during a promotional bonus points period and then amend your booking in the future, the original bonus will not apply. The applicable points and any promotional points at the time of amendment will be credited for the booking. Terms & Conditions for current promotional offers are available online at qantas.com/hotels.
For queries regarding Airbnb bookings through Qantas please visit the Airbnb terms and conditions page. You can also contact our live chat customer support team for assistance.
Payments
Qantas Hotels accept the following payment methods:
Logged in Qantas Frequent Flyer members can redeem Qantas Points when booking at qantas.com for all Qantas Hotels. The ability to use Points Plus Pay is subject to meeting the minimum requirement of 5,000 Qantas Points.
We do not charge any booking fees.
- Visa (Credit and Debit)
- MasterCard (Credit and Debit)
- Amex
- Qantas Hotels Credit voucher
- Qantas Hotels (discount) voucher
- Qantas Frequent Flyer points
Logged in Qantas Frequent Flyer members can redeem Qantas Points when booking at qantas.com for all Qantas Hotels. The ability to use Points Plus Pay is subject to meeting the minimum requirement of 5,000 Qantas Points.
We do not charge any booking fees.
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.
Booking confirmations will include either a payment receipt or tax invoice, as well as information relating to cancelling the reservation, use of Qantas Points and vouchers.
In the event a tax invoice is not attached to your booking confirmation, customers can request a tax invoice directly from the hotel on checkout.
In the event a tax invoice is not attached to your booking confirmation, customers can request a tax invoice directly from the hotel on checkout.
Deposit Pay
An alternative way to pay for your hotel booking through Qantas Hotels, allowing you to book now with a minimum 20% deposit, and pay the balance closer to the time of your stay. You can pay the minimum deposit in cash or use Qantas Points, but the balance must be paid for in cash only.
The minimum deposit is 20% of the total transaction value. You can pay the minimum deposit in cash or use your Qantas Points. If you use points, the minimum amount you can use is 5,000 points and you will need to provide a payment card to secure the booking. If this is less than 20% of the total transaction value in points, you’ll need to add points points or top up your deposit with cash.
Yes, you can pay as much as you like up front, so long as the minimum amount you pay is 20% of the total transaction value.
Deposit Pay is available on selected properties that offer a free cancellation window that is 21 days or more in the future from the date of booking.
You can filter hotel options to show those with Deposit Pay available by selecting ‘Pay a deposit up front’ under ‘Payment options’ on the left hand side of the search page.
This varies depending on the hotel, and can be anywhere from 30 days to 24 hours prior to arrival.
Once you have selected your stay and are proceeding with paying for your booking, select ‘Pay a deposit up front’ in step 3 ‘Payment options’ and follow the steps to select the amount of deposit you wish to pay in cash or by using points to secure your booking.
Yes, you can pay your deposit in cash, use points, a Qantas Hotels voucher, or a combination, as long as the total deposit payment is 20% of the total transaction value.
Yes, you can use a voucher, or a combination of a voucher, cash and points, as long as the total deposit payment is 20% of the total transaction value, and you provide a payment card for the balance payment to be charged to when due.
The remaining balance will be charged 7 days out from the end of the free cancellation window to the card details provided at the time of booking. Please be sure to have sufficient funds on your card to avoid cancellation of your booking. We will send you an email 24 hours before the payment is automatically processed as a friendly reminder.
The balance will be automatically charged to the card details provided at the time of booking. If you would like to update your card details, please contact Qantas Hotels Support Team to assist you before your payment is due.
No, all remaining balances need to be paid in cash only.
No, not at the moment.
For assistance with updating credit card details please contact our Qantas Hotels Support Team for help.
Visit the Self Service - manage your booking site.
Cancellations and Amendments
Yes, you can cancel your booking before the end of the free cancellation window.
Yes, the deposit is fully refundable, if you cancel your booking before the end of the free cancellation window.
If you want to change your Deposit Pay booking, you will need to cancel your booking (before the end of the free cancellation window to be eligible for a refund of your deposit) and make a new booking. Please note, we are unable to amend a Deposit pay booking until full payment is received.
Yes, you will need to contact our Qantas Hotels Support Team for help.
Assistance with your booking query
Contact our live chat customer support team or visit our Contact us page for assistance.
Qantas Holidays
You can book Luxury Offers with Deposit Pay, however Deposit Pay is not available for Qantas Holidays at the moment.
Changes and Cancellations
Cancel or change a Hotel reservation via the Qantas Hotels - self service/manage your booking portal for refundable bookings, or contact our customer support team for assistance.Customers can cancel or amend their start dates for bookings within an active free cancellation window using the Qantas Hotels - self service/manage your booking portal. Refer below to see how you can access your booking information online, using the Qantas Hotels self service portal.Changes or cancellations to your booking are subject to the Booking Conditions. Any refund amounts due to you will be debited to your original form of payment. If you have redeemed Qantas Points for all or part of a booking and you are eligible for a refund in relation to that booking, you will receive a refund in the form of points equal to the amount you originally used for the booking. Any remaining amounts (if any) will be credited to you via a credit voucher, or cash, as elected by you.
You can access your historical booking information by visiting the Qantas Hotels self service site via:QFF members
- Login to your account via the self service portal here, or
- Access the ‘manage bookings’ link from your booking confirmation email.
- Access the ‘manage bookings’ link from your booking confirmation email.
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.Any change to the reservation will require us to re-price your new request based on current prices and availability. This includes (but is not restricted to) reducing the number of nights booked or changing your room type.
General Enquiries and Feedback
If you have feedback we would love to hear from you. To leave a comment or suggestion please complete our customer feedback form.
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 Qantas website.
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
A hotel voucher is a complimentary promotional or goodwill voucher provided to you by Qantas Hotels or Qantas Holidays. Examples of a hotel voucher include a Qantas Hotels birthday voucher, or receiving a goodwill voucher from the Contact Centre. This type of voucher will have an expiry date and may be subject to additional conditions e.g. minimum spend. These hotel vouchers are not exchangeable for cash.If a booking paid for in whole, or in part, with a hotel voucher is cancelled, and you are entitled to a refund, the portion of the booking paid for using the voucher will be forfeited.A credit voucher is a voucher issued in exchange for money paid for a cancelled booking. Credit vouchers do not expire. You can call the Contact Centre on 13 70 66 to convert your credit voucher into a cash refund.
Hotel Vouchers can be redeemed through our hotels website and our Holidays 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.
Yes, Qantas Hotels Vouchers can be used on Qantas hotel bookings and also Qantas Holidays bookings, excluding Airbnb.
Yes, each Voucher has a unique expiry date. The expiry date and terms of use are included in the Voucher email.
If your Voucher code is not accepted on the Review and Pay page, please contact our live chat customer support line for assistance.
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.
Each Voucher code can only be used once on a single booking. Any unused amount will be forfeited.
Credit Vouchers
Credit vouchers do not expire. You can refund your credit voucher at any time by contacting the support centre on 13 70 66.
Bookings made using Deposit Pay are still eligible for a credit voucher and associated points, but only for the amount of the deposit paid, not the full booking value.
If you had a booking that was non-refundable, we may be able to negotiate with the property a property-specific voucher, allowing you to retain the value of your booking for use with the specific property at a later date. The issuing of these vouchers is at the discretion of the property and Qantas makes no guarantees that your booking will be eligible for this credit voucher. The validity period of this voucher will be determined by the relevant property, and included in the terms and conditions of the voucher. Any changes or cancellations to a booking made using this voucher is at the discretion of the relevant property and must be arranged by you with the property directly.
In accordance with our Booking Conditions, the property’s cancellation policy applies to your booking. If your booking is non-refundable, you will need to discuss a refund with the relevant property. We may, if requested by you, liaise with the property 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 Law).
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 cash refund.
At this point in time, you can only use one credit voucher for each booking transaction.
Yes, any amount paid using a Credit Voucher is redeemable for cash. If you are eliglible for a refund, the refund (less any applicable fee) will be issued as per the original payment method made by the customer, whether by cash, Points, or a combination of cash and Points. You can elect whether to receive that refund (less any applicable fee) in cash, Points, or a combination of cash and Points. However, the number of Points or the cash amount refunded in such circumstances cannot exceed the number of Points originally used or the cash amount originally paid in respect of the booking.
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Qantas Frequent Flyer
To check your points balance or update your details, you can access your Qantas profile online here. Make sure you have your Frequent Flyer number and Pin ready to login.Contact us
Important information
You must be a Qantas Frequent Flyer member to earn and redeem points. Membership and points are subject to the Qantas Frequent Flyer program terms and conditions.
^ Qantas Frequent Flyer members will earn 3 Qantas Points per A$1 spent unless otherwise specified, for hotel stays booked through qantas.com/hotels, except Classic Hotel Rewards and Airbnb bookings. Points Club members will earn 25% more Qantas Points, and Points Club Plus members will earn 50% more Qantas Points. Qantas Points will be credited to your account at least 8 weeks after check-out. Qantas Points can be earned on cash only purchases and the cash component of Points Plus Pay purchases on eligible bookings and will not be earned on cancelled or refunded bookings. Qantas Points may be earned by the member in whose name the booking is made. Members will not be able to earn points on additional charges paid to the accommodation provider for extras (including cots, breakfasts and other incidentals) on check-in or check-out (as applicable). Deposit Pay is available on selected properties that offer a free cancellation window that is 21 days or more in the future from the date of booking. Visit our FAQ page for more.
* Qantas Frequent Flyer members can redeem Qantas Points when booking hotel accommodation through qantas.com/hotels or holiday packages through qantas.com/holidays, using Points Plus Pay. Members cannot redeem points for additional charges paid to the hotel for extras (including cots, breakfasts and other incidentals) on check-in or check-out (as applicable). Points Plus Pay allows you to choose the number of Qantas Points you redeem above the specified minimum level of 5,000 and pay for the remainder of the booking value with an Accepted Payment Card (including VISA, MasterCard or American Express). Points Plus Pay is not available for Classic Hotel Rewards. View full terms and conditions here
++ 500 bonus Qantas Points will be awarded to Qantas Frequent Flyer members who make their first Airbnb booking. Qantas Frequent Flyer members will earn 1 Qantas Point per A$1 value for all Airbnb stays booked through qantas.com/airbnb.
~ Saving is off the hotel's generally available rate for the same property, room type, days, inclusions and conditions.
** A business must be a Qantas Business Rewards Member to earn Qantas Points for business. Businesses earn 1 Qantas Point per AU$1 spent on eligible Qantas Hotels worldwide booked through qantas.com/hotels. Eligible Qantas hotels excludes Classic Hotel Rewards and Airbnb bookings. The Qantas Business Rewards Member's ABN must be included at the time of booking. Qantas Points are not earned on any amounts payable directly to the hotel. Conditions apply
† Includes fee payable in local currency direct to hotel. Prices in AUD are approx and based on today's exchange rate.
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We pay our respects to Elders past and present.