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Frequently Asked Questions

Can't find the information you're after? Browse our Jetstar Hotels FAQs for more help.
Popular topics
Booking QuestionsQantas Frequent Flyer CustomersPayments and ChangesChanges and cancellationsGeneral Enquires and FeedbackVouchers

Booking Questions

Can I make a hotel booking via Jetstar Hotels Customer Support line?
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.
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 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.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 live chat 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 live chat 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 Jetstar Hotels website follows AEDT/AEST.

Qantas Frequent Flyer Customers

Can I use my Qantas Frequent Flyer Points when booking a Jetstar Hotel?
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.
Can I earn Qantas Points when booking a Jetstar Hotel?
No. Unfortunately, there is no means whereby you can earn Qantas Points through the Jetstar Hotels website.
I have a question regarding my Airbnb booking that was made 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 and Changes

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

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 live chat 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 live chat 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.
Who is Jetstar Hotels?
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.
What are the booking terms and conditions associated with Jetstar Hotels (Jetstar 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

What is the difference between a Hotel Voucher vs a Credit Voucher?
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 $30 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 $30 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.
How do I redeem a Jetstar Hotels Voucher?
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.
Can I redeem Jetstar Hotels Vouchers for products other than hotels?
Yes, Jetstar Hotels Vouchers can be used on Jetstar hotel bookings and also Jetstar Holidays bookings, excluding Airbnb.
Do Jetstar 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 Jetstar Hotels Voucher code does not work?
If your Voucher code is not accepted on the Review and Pay page, please contact our live chat customer support line for assistance.
If I cancel my Jetstar Hotels or Jetstar Holidays booking that I booked using a voucher, can I receive a refund in cash or voucher?
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.
Can I use my Jetstar Hotels Voucher code on multiple bookings?
Each Voucher code can only be used once on a single booking. Any unused amount will be forfeited.

Credit Vouchers

If I accept a credit voucher, how long do I have to use it?
You will have 3 years from the date of issue to use the Credit Voucher with Jetstar Hotels or Jetstar Holidays.
What is a property specific credit note?
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.
What if your booking is non-refundable?
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 I use the voucher on my next Jetstar Hotels or Jetstar Holidays booking but don’t use the whole amount, what happens to the remaining balance?
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.
Can I use more than one voucher on the payment form to make a Booking?
At this point in time you can only use one Credit Voucher for each booking transaction.
If I cancel my Jetstar Hotels or Jetstar Holidays booking that I booked using a credit voucher, can I receive a refund in cash?
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.
Important information
~ Saving is off the hotel's generally available rate for the same property, room type, days, inclusions and conditions
† 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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jetstar logo© Jetstar Airways Pty Ltd. ABN: 33 069 720 243
We acknowledge the Aboriginal and Torres Strait Islander Traditional Custodians of the land on which we work, live and fly.
We pay respect to Elders past, present and emerging.
jetstar logo© Jetstar Airways Pty Ltd. ABN: 33 069 720 243
We acknowledge the Aboriginal and Torres Strait Islander Traditional Custodians of the land on which we work, live and fly.
We pay respect to Elders past, present and emerging.