Non refundable Qantas hotel booking date error fixable?

[PaulyB]

Hello. I have mistakenly just booked a non refundable QANTAS hotel booking with the wrong dates. Does anyone have any experience of success changing the date? It is the wrong MONTH!! Unfortunately the service centre is now closed (Sun night)

 

[SYD]

Hello. I have mistakenly just booked a non refundable QANTAS hotel booking with the wrong dates. Does anyone have any experience of success changing the date? It is the wrong MONTH!! Unfortunately the service centre is now closed (Sun night)

Others have reported having no drama calling up and rebooking to other dates (even other hotels).

 

[PaulyB]

Others have reported having no drama calling up and rebooking to other dates (even other hotels).

Really! On a non-refundable? That's encouraging. Thank you. I have been in a flat sweat as it is over $1k.
Logically it should be no drama but the page on their site really shook me...

Their site says..
The following requests will be treated as cancellations if the booking was originally non-refundable:

• 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, unless approved by the hotel

and the booking notes on the checking out page are even more dire. But you would logically think that a change of date within a few hours of the original booking would be OK. The only reason I couldn't contact them straight away was their call centre had closed.

Here's hoping...

 

[SYD]

Really! On a non-refundable? That's encouraging. Thank you. I have been in a flat sweat as it is over $1k.
Logically it should be no drama but the page on their site really shook me...

Their site says..
The following requests will be treated as cancellations if the booking was originally non-refundable:

• 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, unless approved by the hotel

and the booking notes on the checking out page are even more dire. But you would logically think that a change of date within a few hours of the original booking would be OK. The only reason I couldn't contact them straight away was their call centre had closed.

Here's hoping...

Are you within the 24 hr cancellation period - does that apply to QF Hotels?

Maybe check that out?

 

[PaulyB]

Are you within the 24 hr cancellation period - does that apply to QF Hotels?

Maybe check that out?

No. It’s actually non refundable. No period that I can see. I know there is one for flights. Anyway I will call in the morning and report back. Sigh…

 

[SYD]

I can’t find the other thread (odd, there aren’t that many) but I’m sure others have been able to rebook.

Obviously, a fully refundable booking is straight forward. So I’m reasonably sure the others had non-refundable bookings.

Good luck!

 

[PaulyB]

I wanted to post this update as I am sure it will be of interest. (Syd - I had also looked for other posts and couldn't find them so I appreciate that it wasn't just me!)

So - I was the first call this morning at 0830 for Marie. I don't know where she was but she handled the situation very well. Basically, she has had to contact the hotel and ask for them to be willing to move the dates as a first-time courtesy without invoking the penalty waiver.

The waiver would be the full charge for the 3 days.
I am yet to hear a result but I just received an email (2.30pm) letting me know that they are still following up and assuring me she will let me know as soon as she knows. Nice touch.

So, stay tuned...

 

[justinbrett]

Are you within the 24 hr cancellation period - does that apply to QF Hotels?

Maybe check that out?

That applies to flights only

 

[VPS]

I wanted to post this update as I am sure it will be of interest. (Syd - I had also looked for other posts and couldn't find them so I appreciate that it wasn't just me!)

So - I was the first call this morning at 0830 for Marie. I don't know where she was but she handled the situation very well. Basically, she has had to contact the hotel and ask for them to be willing to move the dates as a first-time courtesy without invoking the penalty waiver.

The waiver would be the full charge for the 3 days.
I am yet to hear a result but I just received an email (2.30pm) letting me know that they are still following up and assuring me she will let me know as soon as she knows. Nice touch.

So, stay tuned...

Have you tried contacting the hotel directly and pleading your case

 

[ronlon]

Have you tried contacting the hotel directly and pleading your case

Yes I would do the same if Qantas Hotels can't help.

 

[PaulyB]

Have you tried contacting the hotel directly and pleading your case

Thanks for the question. I was just in the process of updating. To answer your question though, that was to be the 2nd port of call. However, as the hotel is in BKK and having lived in Thailand, I know how often English translation can be difficult at times so QANTAS was my first stop. Also, as they were the booking agent it did seem like the place to start.

For a broader update and for future reference, the issue has been resolved. I have to say the operator - Marie - who I spoke to this morning followed through magnificently. I wouldn't want to say it was simple but it was smooth. I had 3 calls this afternoon from her (I missed the first 2) and an email advising that the hotel agreed but there would be an extra payment. It turned out to be $75 which as we were a month ahead I had put down to different days and a busier period. Whatever the reason, a cheap outcome for what could have been a mess.

She had to ring and talk to the hotel several times and in short, it was a good experience of QANTAS Hotels, especially after some of my OWA call center experiences in the last few months.

My advice is don't tempt fate. Check your dates before reserving a non-refundable!! That was an exhausting experience.

 

[Lynda2475]

Good outcome. From memory QF Hotels is outsourced and the two times I had to cancel non refundable hotels due to Covid State Border closures they were very happy to refund.