Customer Service & FAQ'S

Different Rate Plans

In order to offer the best deals to our clients we operate different rate plans as follows.

1. Travelmall Discount Rates

These can be discounted by 10% for 5 night stays or more and the discounts can be extended to include car hire, cruises and tours. Ideal for overseas visitors. These rates are negotiated direct with the supplier by Travelmall a year in advance. These rates are also available to previous clients of Travelmall.

2. Prepaid Rates

These are live feeds from our wholesale partners around the world with allocations of rooms. These are the same companies who provide packages to travel agents.

3. Pay on Checkout Rates

These rates come direct from the hotel's reservation system. You can reserve a room up to the day of arrival and take advantage of dynamic packages created by the hotel. e.g. weekend packages, spa packages.

4. Last minute rates (up to 28 days in advance)

We have hundreds of hotels offering distressed inventory. These discounted rates are displayed in an easy to understand grid that shows you which night will give you the best deal. Visit Last Minute Deals.

Travelmall Pre-Paid Best Rate Guarantee

We'll not only match a better advertised on-line travel agency rate, but beat it by $5.00 or give you a $25.00 voucher! (conditions apply) We constantly monitor our rates and are confident they are the lowest.

Pre-Paid Best Rate Guarantee conditions

1. Applies to pre=paid rates only (not pay-on-checkout rates where payment is made direct to the hotel)
2. Applies to reservations outside 14 days of arrival
3. Not applicable to special events where hotels apply a no refund policy
4. Must be the exact same room type and period of stay as reserved through Travelmall
5. The better rate must be instantly available through another on-line travel agency (not "on request") within 48 hours of your reservation with Travelmall.

If you would like to make a claim please email your Travelmall consultant or contact us at claims@travelmall.com.

Why don't I get a 10% off Prepaid and Pay on Checkout rates.

You can only earn a 10% discount on Travelmall Discount Rates which are marked accordingly.

Do you charge a credit card or booking fee.

No we don't charge any booking or credit card fees.

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 or 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.

Travelmall Gift Vouchers. When can I use?

These can be used for all Travelmall Discount Rates and Prepaid Rates at over 25000 hotels globally. They cannot be used on Pay On Checkout rates nor can they be used for meals or to settle a bill at a hotel

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 as "Prepaid" on the Travelmall website are inclusive of tax and service charges. "Pay on Checkout" rates indicate whether the rate includes or excludes government taxes.

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.

Car Hire Questions.

Can I use my Hertz No1 membership?

No, our rates are specially negotiated with Hertz and cannot be combined with other offers.

Is Insurance included in the cost of car hire?

Rates include basic collision insurance but excesses apply.

Please check car hire conditions.

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: 61-2-9999-4336Fax: 61-2-9999 4332 Office hours:Mon-Fri 9am-5.30pm (Sydney Time GMT +10.00)

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