Frequently Asked Questions
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Booking Questions
Hotel bookings can be made online through our website. The Jetstar 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 Jetstar 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 Jetstar website.
No. Unfortunately, there is no means whereby you can earn Qantas Points through the Jetstar Hotels website.
For queries regarding Airbnb bookings through Jetstar please visit the Airbnb terms and conditions page. You can also contact our live chat customer support team for assistance.
Payments
Jetstar Hotels accept the following payment methods:
- Visa (Credit and Debit)
- MasterCard (Credit and Debit)
- Amex.
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.
Changes and Cancellations
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 either the date of arrival or departure for a booking, or
- Changing the room or offer booked.
If cancellation is permissible, our customer support team will be able to assist you.Contact our live chat customer support team for assistance.
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.
Jetstar Pty Ltd is an associated entity of Qantas, and is a wholly owned subsidiary of Qantas Airways Limited. Jetstar Pty Ltd provides access for customers to book accommodation through the Jetstar 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 (Promotion code) is a complimentary promotional or goodwill voucher provided by Jetstar Hotels, for example a Jetstar Hotels Birthday Voucher worth $50, a $25 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 $25 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.A Credit Voucher is provided due to a paid booking being refunded and a Credit Voucher being issued. Credit Vouchers are valid for a period of 3 years from the date of issue. A Credit Voucher has more flexible terms of use than a hotel Voucher. If you cancel a booking paid for in whole or part with a Credit Voucher, and you are entitled to a refund, you will be issued with a replacement Credit Voucher for future use.
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, Jetstar Hotels Vouchers can be used on Jetstar hotel bookings and also Jetstar 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
You will have 3 years from the date of issue to use the Credit Voucher with Jetstar Hotels
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.
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 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.
At this point in time you can only use one Credit Voucher for each booking transaction.
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.
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Important information
±Qantas Frequent Flyer members can redeem Qantas Points when booking hotel accommodation through jetstar.com/hotels, 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). View full terms and conditions here.
~ Saving is off the hotel's generally available rate for the same property, room type, days, inclusions and conditions.
++ 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 spent for all Airbnb stays booked through jetstar.com/au/en/hotels.Descriptions and ratings featured are based on information provided by hotels and/or other service providers, distinguished accordingly. Ratings are either self-assigned by the service provider or obtained through Expedia (displayed as circles ), or by independent third parties (displayed as stars ) Any facilities shown as included are subject to change by the service provider. Jetstar does not guarantee any particular standard or class of accommodation or other service provided by a third party.
† 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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