Jetstar

FAQ

Bookings and Voucher 

 

  1. Are the rates on your site per person or per room per night?

All the rates quoted by Jetstar Hotels are per room (not per person) per night and is inclusive of relevant tax*.  We always show the final hotel price upfront so that there will be no surprise charges when you enter your credit card details. The price you see on the search results page is the price you pay.

 

*Please Note: Relevant tax does not include local tax (such as city or tourist tax) which is required to be collected at hotel or airport upon arrival by the local regulation.

 

  1. How do I know if my hotel reservation is confirmed?

Once you have completed your hotel booking and paid for your reservation, your booking reference number will be displayed on the screen. We will also send an email confirmation to the email address indicated on the booking form with your complete itinerary, booking reference number and the hotel voucher attached in the email.   Please print the hotel voucher and present it during check-in to the hotel as proof of your reservation. 

 

  1. What if I lose my voucher and/or forgot to bring my printed voucher during my trip?

You can download a copy of the hotel voucher at Jetstar Hotel website under “My Bookings” at the top right hard corner of the page with your email and booking reference number.    Alternatively, you can also call or email our Customer Services Centre for assistance.

 

 

Child Policy

 

  1. Why do I need to enter the age of my child during hotel reservation?

As child policy varies from hotel to hotel, child age is one of the required search criteria to ensure that the list of hotels in the search result can accommodate your request for your stay.  

 

  1. Is there an additional charge for children sharing a room with their parent?

Most hotels allow children to stay in the room with parents either with or without an extra bed. The normal hotel policy is not to charge for children if they are under 6 years of age, depending on the child policyof the hotel. 

 

Some hotels will limit occupancy of a room to two adults and one child sharing bed with parent. Only a few hotels will have existing bedding for additional children, so an extra bed is usually required and hotels will charge for this extra bed.  A baby cot may be provided free of charge by some hotels, for children under the age of 2 but subject to availability upon request.  Please do check with your hotel upon arrival.

 

  1. Is breakfast included for my children?

In cases where breakfast is included into the room price, breakfast is not included for children sharing a room with their parents without an extra bed. In such cases the hotel will charge for the child's breakfast directly.  Breakfast is usually only included in the extra bed rate.

 

  1. How can I add an extra bed for my child?

Extra bed is compulsory for adults. If the 3rd person is a child under 6 years of age and requires an extra bed, you can request for an extra bed for your child during reservation.  But do note that it is subject to availability and you will have to pay the extra bed cost at the hotel upon arrival.

 

 

Emergency

 

  1. Who do I contact if I need help?

If you need help, you can either email or call our Customer Services centre for assistance. For emergency we have a 24/7 hotline that you can call, and we will do our best to assist you.   The contact details can be found on your hotel voucher and on the footer of our website.

 

  1. What happens to my hotel booking if there is a flight disruption or delay, will it be automatically updated as well just like my flight booking?

No, your hotel reservation will not be automatically updated if there is a flight disruption or delay.  If you are notified of any flight disruption or delay, please call our 24/7 customer service centre immediately to help you inform the hotel of your changed arrival time/date and to hold the room for you.   

 

Payment and Personal Information

 

  1. How safe are my credit card details?

At Jetstar Hotels we are committed to protecting the privacy of our users and always ensure your credit or debit card details are sent over the internet in encrypted form to ensure secure online payment. We do not store your credit or debit card details on our website. For further information, please refer to our privacy policy.

 

  1. At what stage will the money be debited from my credit card?

When you have reviewed and confirmed your booking, we will proceed to process your booking and debit your credit/debit card for the reservation.  

 

  1. Why do I have to pay in full upfront?

Because of the special rate you are enjoying, we will need to collect full payment from you upon reservation to secure the rate for your booking with the hotel.

 

  1. Will there be any additional charges that I need to pay upon arrival at my hotel?

Some hotels may collect security deposit upon your arrival, but this will be refunded when you check-out from your hotel. In some destinations, there may be local charges such as city or tourist tax that you need to pay at the time of check-in. This is a nominal fee and is not refundable. Payment will have to be made at the hotel upon arrival and it cannot be paid in advance.

 

  1. What do you do with my personal information?

We take the issues of privacy and security very seriously. At Jetstar Hotels we ask only for information that is strictly necessary to make your booking.  We protect all personal details sent to us, please refer to our Privacy Policy for more details.

 

  1. Is Jetstar Hotel VAT registered?
    Yes, we are VAT registered. Should you require a VAT invoice, please request one online when making your booking. Not applicable for US customers or residents.

 

 

Amendments and Cancellations

 

1. Can I amend my booking?

Simply contact our customer service centre on the number you find on your voucher/our website and quote your booking reference number and/or your name, dates and the name of the hotel booked.  We will be able to help you made any changes you require.   Please note that any change is subject to hotel’s availability and some hotels may treat amendments as cancellation and impose a cancellation fee.

 

2. Can I cancel my booking if I am not able to travel on the dates that I booked?

Yes, you can cancel your booking.  Please call our customer service centre to make your request and quote your booking reference number.  But do note that there may be cancellation charges that you have to pay, depending on hotel’s cancellation policy and the date you make the request.   Please refer to the hotel’s cancellation policy and your booking’s terms and conditions on your hotel voucher.

 

3. How much will I be charged if I cancel a booking?

Before you confirm your acceptance of your booking, you will be advised of the exact cancellation fee that will be applied for your selected hotel.  Please refer to your hotel voucher on the hotel’s cancellation policy and booking terms and condition.   

 

4. How do I receive a refund when I cancel my booking? 

Jetstar Hotel will credit your refund directly to the credit/debit card that was used to pay for the booking. We do not store your credit/debit card details on our website, but the bank will be able to identify your account from the booking reference number.

 

5. When will I get my refund?

Refund if applicable, will be immediately be submitted to be process by the bank.  The process normally will take about 6 to 8 weeks before fund will be transfer into your account.

 

 

General Hotel Information

 

  1. Can the hotel store my luggage before check-in or after check-out?

Most hotel will be able to temporarily store your luggage before check-in or after check-out, please check with the hotel upon arrival for more details.

 

  1. What is the check-in and check-out time of the hotel?

Check-in and check-out time vary from hotel to hotel, so please check your hotel voucher to confirm the check-in and check-out timing of the hotel you booked.  

 

  1. If I am on late flight and am only be able to reach the hotel in the evening, will the hotel hold the room for me?

If you are not able to reach the hotel by the standard check-in time on your booked flight, please indicate your flight number and flight arrival time on the special request section on the booking form during reservation.  So that the hotel is inform of your late arrival and will hold the room for you.  

 

  1. Can I request for an early check-in or a late check-out?

You can request for an early check-in or a late check-out but do note that it is subject to availability and, hotel will normally charge for the request. 

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