Customer Service & FAQ's

We have put some of our most frequently asked questions under the following subheadings. If you can't find the answer to your question please click here to send a message to one of expert local customer service agents. When enquiries are received between 0900-1730hrs Mon - Fri we will reply within 24hrs.
 

CREDIT CARD PAYMENTS/SECURITY

Deposits

In order to confirm your reservations we ask for your credit card details authorising a deposit. You will be asked for these details when you complete the online booking form.

Final payments

As all of the rates advertised on the Travelmall website are specially negotiated pre-paid prices we ask for final payment at least 14 days prior to check-in (unless otherwise specified on your confirmation). We will send you an authorisation form for the balance.

Can I make bookings and pay the hotel/tour operator directly?

All reservations made through the Travelmall website are based on pre-payment at least 14 days prior to arrival (unless otherwise specified on your confirmation). All of the rates advertised on the Travelmall website are based on specially negotiated pre-paid contracts therefore we ask for pre-payment from you.

Charges to your card

We will only debit your card for charges you authorise. When final payment is due (usually 14 days prior to check-in unless otherwise specified on your confirmation) we will ask you to authorise the amount by faxing us with your signature. As you can appreciate as credit card merchants we are required by your bank to have your signature authorising all charges. If we don't receive your authorisation by the due date your booking may be subject to cancellation.

Credit Card Security

We make every effort to keep all your personal information, including your credit card number, secure. We only allow your credit card number to be transmitted to us over the Internet if your browser supports Secure Socket Layer (SSL) encryption. As you enter your credit card number, SSL encodes it so it is transmitted in a format that prevents eavesdropping or data theft. Once received by our secure server, your credit card number is never transmitted over the Internet again and is not stored on our server. If your browser doesn't support SSL or you don't feel comfortable posting your credit card details on the internet you can fax them to us.

WHAT HAPPENS IF I NEED TO CHANGE/CANCEL MY RESERVATION?

Can I make changes to my reservations after final payment?

Once you have finalised your reservation we will endeavour to make any changes you need however amendment or cancellation fees may apply. These will be dependent on how late you make changes and will be advised at the time.

What happens if I need to cancel my reservation?

Please advise as soon as possible when reservations need to be cancelled. Hotels and tour operators charge higher cancellation fees the later you cancel. We recommend you take out travel insurance as soon as you have paid your final balance to cover the cost of cancellation fees due to unforseen circumstances.

Can I change my bookings after I have commenced travelling?

We will endeavour to assist with voluntary alterations to your itinerary whilst you are travelling however amendment and cancellation fees will usually apply.

WHAT DOCUMENTATION DO I NEED?

Travelmall Vouchers

Once final payment has been received from you we will advise you by email that your vouchers are available to print on-line. All hotels, tour/cruise and car hire companies accept Travelmall vouchers. Please present these to the hotel etc upon arrival.

HOTEL QUESTIONS

Are the rates per person or per room?

All hotel rates quoted on the Travelmall website are per room based on 1 or 2 people sharing the room. If you have more than 2 people sharing a room you will need to check if additional person rates will be charged.

What does "run of house" mean?

The best available room at the time of check-in. If you want a specific room type then please request this when you make your bookings so it can be guaranteed (some room types will attract a surcharge i.e suites).

Are transfers or breakfast included?

Unless otherwise specified rates are usually on a room only basis.

What is the difference between a twin and double room?

A twin room refers to 2 separate beds. Double refers to a room that has one bed which can vary in size from standard double, queen size or king size.

Are there additional taxes to pay?

All rates quoted on the Travelmall website are inclusive of tax and service charges.

Can I get a GST refund?

GST refunds are only applicable to goods which are purchased in Australia or New Zealand and then taken out of the country for use/consumption overseas. As you will be using your accommodation/tour/car hire whilst you are here no refund is applicable.

Can I use my frequent flyer reward points or upgrade certificate?

No. Hotels require that you deal directly with them when you are using redemption points or upgrade certificates. The same is true if you wish to have your hotel booking credited to a programme.

TOUR QUESTIONS

Are the rates valid for 1 or 2 people?

All rates for tours are quoted on a per person basis.

Why is a single tour cost more expensive than a twin tour cost for overnight or extended tours?

When a tour involves accommodation and 2 people are sharing the same room the per person cost is less because the tour operator is getting 2 people on the tour instead of 1. When the tour operator only gets one person booking a tour and occupying a room all to themselves they need to charge a single supplement to cover some of the deficit lost by not having the revenue from the second person on the tour.

AIR QUESTIONS

Can I book my air tickets with Travelmall?

Flights are generally more economical if they are booked in the country of commencement of travel. Domestic flights booked in conjunction with an international ticket usually attract an international visitors discount.

CONTACT DETAILS

If we haven't answered any of your questions above please call us.

Tel: 61-2-9999-4336
Fax: 61-2-9999 4332

Office hours:
Mon-Fri 9am-5.30pm (Sydney Time GMT +10.00)

Back to top