Qantas Hotels no longer supplying Tax Invoices

[Bindibuys]

I was just informed by Qantas Hotels that they are no longer supplying a Tax Invoice when you make a hotel booking with them.
If you require a Tax Invoice, you are to ask for it at the hotel, as they are the ones quote - "supplying the service"

I book about 8 hotels per month for my husband for his work travels. I have been chasing a copy of his 3 hotels for this week, and after calling again to get a copy, was informed of this new procedure.

It will be interesting to see if the hotels provide the tax invoice showing the exact amount that I have paid Qantas, now to make some phone calls.....

Email from Qantas Hotels:

Thank you for your recent booking with us, and we appreciate your interest in securing a Tax Invoice for booking reference QA.........

Once your booking is confirmed with us, your payment is sent directly to the property.

Should you require any documentation or breakdown of any taxes applicable to your stay, please contact and make your request directly to the property.

Should you require further assistance, please do not hesitate to reply to this email.


Regards,

Julie
Customer Service Consultant

 

[oz_boater]

Seems like Julie may not understand what a "tax invoice" actually is in an Australian context.

 

[Mattg]

Interesting. I just had to contact QFF to follow up some missing points from a Qantas Hotels booking and the first thing they asked for was a tax invoice.

 

[SYD]

Were these prepaid or pay at hotel?

For prepaid, the invoice is attached to the confirmation email.

Anything that’s pay at hotel would be up to the hotel to issue a receipt (or Tax Invoice for Oz properties).

 

[Flyfrequently]

I was just informed by Qantas Hotels that they are no longer supplying a Tax Invoice when you make a hotel booking with them.
If you require a Tax Invoice, you are to ask for it at the hotel, as they are the ones quote - "supplying the service"

I book about 8 hotels per month for my husband for his work travels. I have been chasing a copy of his 3 hotels for this week, and after calling again to get a copy, was informed of this new procedure.

It will be interesting to see if the hotels provide the tax invoice showing the exact amount that I have paid Qantas, now to make some phone calls.....

Email from Qantas Hotels:

Thank you for your recent booking with us, and we appreciate your interest in securing a Tax Invoice for booking reference QA.........

Once your booking is confirmed with us, your payment is sent directly to the property.

Should you require any documentation or breakdown of any taxes applicable to your stay, please contact and make your request directly to the property.

Should you require further assistance, please do not hesitate to reply to this email.


Regards,

Julie
Customer Service Consultant

I find this very interesting - and frustrating for you @Bindibuys

Knowing I may have needed to chase/follow up for points, Qantas Hotels had advised me prior to our stays, to get/keep tax invoices.

With our 3 recent stays, unable to get this as "you booked through an OTA".

And once in Victoria when I did get a tax invoice, the amount Qantas/Hooroo/Expedia et al paid the accommodation provider was about 15% less!

 

[Flyfrequently]

Where these prepaid or pay at hotel?

For prepaid, the invoice is attached to the confirmation email.

Anything that’s pay at hotel would be up to the hotel to issue a receipt (or Tax Invoice for Oz properties).

I thought all Qantas Hotel bookings are prepaid, this has been the case with all our bookings, have I missed something @SYD ?

 

[Bindibuys]

Yes, all 3 bookings were pre-paid, as per Qantas Hotels usual procedure.
My booking for Taipei next month is fine, I personally don't need a tax invoice, (but I keep it, to mark off when the points hit my Qantas Business account) but my husband does. He has to have a tax invoice to match his spend on the Company credit card, as I am sure many employees have to do.
I do think "expedia" are trying to make Qantas bookings go the same way as if you book with expedia direct, pay on arrival at the hotel, just bill the hotel for your commission.
Hubby has phoned the 2 NSW regional hotels, awaiting the invoices to arrive via email.
Will be interesting to see what $$ value is on the tax invoice.

 

[Bindibuys]

Where these prepaid or pay at hotel?

For prepaid, the invoice is attached to the confirmation email.

Anything that’s pay at hotel would be up to the hotel to issue a receipt (or Tax Invoice for Oz properties).

@SYD This became the issue over the weekend, no tax invoice attached to the confirmation email from Qantas.
They acknowledged there was an issue, and that the tax invoice would be sent in 24-48 hours.
Hence my follow up call today, to be informed, that they are no longer supplying Tax invoices.

 

[DJC88]

I was just informed by Qantas Hotels that they are no longer supplying a Tax Invoice when you make a hotel booking with them.
If you require a Tax Invoice, you are to ask for it at the hotel, as they are the ones quote - "supplying the service"

I book about 8 hotels per month for my husband for his work travels. I have been chasing a copy of his 3 hotels for this week, and after calling again to get a copy, was informed of this new procedure.

It will be interesting to see if the hotels provide the tax invoice showing the exact amount that I have paid Qantas, now to make some phone calls.....

Email from Qantas Hotels:

Thank you for your recent booking with us, and we appreciate your interest in securing a Tax Invoice for booking reference QA.........

Once your booking is confirmed with us, your payment is sent directly to the property.

Should you require any documentation or breakdown of any taxes applicable to your stay, please contact and make your request directly to the property.

Should you require further assistance, please do not hesitate to reply to this email.


Regards,

Julie
Customer Service Consultant

I have had exactly the same experience with a booking i made on Monday for August. I have spent over 4 hours this week on the phone with Qantas Hotel and only this morning was told the policy changed this week and to contact the hotel. I contacted the hotel only to be told Qantas Hotels collected your money, they need to issue the Tax Invoice. I have contacted the ACCC and Consumer Protection who both said under the law Qantas Hotels is required to issue the tax invoice.

 

[Bindibuys]

I have had exactly the same experience with a booking i made on Monday for August. I have spent over 4 hours this week on the phone with Qantas Hotel and only this morning was told the policy changed this week and to contact the hotel. I contacted the hotel only to be told Qantas Hotels collected your money, they need to issue the Tax Invoice. I have contacted the ACCC and Consumer Protection who both said under the law Qantas Hotels is required to issue the tax invoice.

Now, how do we make that happen?
I am sure if I call again and ask for a supervisor, they are not going to be across consumer law, they would only be in charge of a "team" of call centre staff.
Anyone have a contact higher up the chain that would be converse with this situation?

 

[DJC88]

Now, how do we make that happen?
I am sure if I call again and ask for a supervisor, they are not going to be across consumer law, they would only be in charge of a "team" of call centre staff.
Anyone have a contact higher up the chain that would be converse with this situation?

I agree that they have no idea about Australian consumer or tax laws. I asked to be escalated to a manager or supervisor, only to be told there wasn't one available and that someone would email me within 48 hours. I have filled out a customer feedback form on both the Qantas and Qantas Hotels websites. This is extremely frustrating, and if this is the policy moving forward, I will no longer be booking through them.

 

[moa999]

Sounds like a HUACA... If you are paying up front to them then sounds like QH should be the ones issuing the tax invoice.

 

[SYD]

I thought all Qantas Hotel bookings are prepaid, this has been the case with all our bookings, have I missed something @SYD ?

Yeah, that’s what I thought but wasn’t entirely sure. They do have flexible rates but they still take your cash upfront. Expedia (and others) will let you book and “pay at hotel”.

@SYD This became the issue over the weekend, no tax invoice attached to the confirmation email from Qantas.
They acknowledged there was an issue, and that the tax invoice would be sent in 24-48 hours.
Hence my follow up call today, to be informed, that they are no longer supplying Tax invoices.

Not handy given they have a 3x points promo running….

Oh, was this via QBR portal or the normal QF Hotels portal?

 

[Bindibuys]

currently filling in a complaint form on the ACCC site.

Report a consumer issue · ACCC

 

[VPS]

I agree that they have no idea about Australian consumer or tax laws. I asked to be escalated to a manager or supervisor, only to be told there wasn't one available and that someone would email me within 48 hours. I have filled out a customer feedback form on both the Qantas and Qantas Hotels websites. This is extremely frustrating, and if this is the policy moving forward, I will no longer be booking through them.

and welcome to AFF

 

[burmans]

currently filling in a complaint form on the ACCC site.

Report a consumer issue · ACCC

I agree, it’s funny how much faster people react when you make a complaint referencing the law.

 

[Congewai]

Imagine you got your car serviced at the ABC Car Service and they charged you $100. You pay and then ask for a Tax Invoice and they say “You need to get that from the mechanic who worked on your car”. So you ask the mechanic for an invoice and he gives you one for $80 made out to ABC Car Service.

That is exactly what is happening here.

Totally illegal under prevailing GST tax laws. Qantas say the motel is providing the service. No. Qantas is providing the service of taking the booking and paying the motel on your behalf. They, therefore, must provide the Tax Invoice.

As an aside, I have noted over the years that some Qantas invoices include GST and others don’t. I wonder if they have discovered an error in their process and are trying to find a way to back out.

BTW, I’m Bindibuy’s other half.

 

[Bindibuys]

So the drama begins, we have received copies of the tax invoices from the 2 hotels - and guess what - the amounts do not match what was paid to Qantas Hotels.


Invoice made out to Expedia for $211.68, but we paid Qantas $210.24

next invoice



We paid $182.62

This is going to be a mess.
How can any travelling business man explain his company expenditure when you cant get a tax invoice to match who and what was paid.

 

[opusman]

If you pay Qantas in Australia, and Qantas are registered for GST, then legally they must provide a tax invoice.

 

[sudoer]

Isn't this akin to the sort of cough Uber used to pull until their offices got raided by the ATO circa 2014-2015?

Back when they put the onus on the driver to issue a tax invoice, and it would inevitably be different to the fare you paid (if you were ever able to obtain one)