Qantas Hotels - what happens now flights are cancelled?

[smiliemonster]

I have an overseas Qantas Hotels booking next month which I can't use because I can't get there. It's a non-refundable rate. Does anyone know the process? When I manage the booking it just gives me the option to cancel the hotel (at a 100% loss). There's no option to reschedule, get a credit etc (i.e. solutions that don't involve a refund). It also tells me not to call because their phones aren't working.

I have travel insurance and can put in a claim (I think!). Any recommendations on which path to take? Cancel the booking, lose the money and claim on insurance or wait and see if the hotel arm of Qantas comes out with a strategy for affected customers.

 

[MarcB]

You should be able to email them via the Qantas Hotels contact us page. It will ask for the booking details etc. You can then ask them to enquire with the hotel if they will allow cancellation with a full refund. We did this with two hotels last week. Both were non-refundable and we received full refunds.

 

[Cappuccino99]

I'm in that situation too. I used the online chat. They are in contact with the hotel to see if I can get a refund.

 

[smiliemonster]

You should be able to email them via the Qantas Hotels contact us page. It will ask for the booking details etc. You can then ask them to enquire with the hotel if they will allow cancellation with a full refund. We did this with two hotels last week. Both were non-refundable and we received full refunds.

Thank you. That's good to know. I'll give it a try!

Post automatically merged: Mar 19, 2020

I'm in that situation too. I used the online chat. They are in contact with the hotel to see if I can get a refund.

Online chat wasn't available a short while ago, but maybe a temporary glitch. I'll check it out again. Thanks!

 

[funnymummy]

Hi. with my overseas booking with qantas hotels. This week I went onto the booking and it had a button to cancel with full refund. . Even though it was a non cancel rate

 

[Tiki]

I have a booking at a cheap hotel in Manado which I can't use. It was total $35 AUD, $30 of which was a birthday voucher. I know that they don't refund those vouchers. I haven't done anything yet. There is no point in my cancelling it. At least I may get the points even if we no show. Not sure what to do here.

 

[smiliemonster]

Hi. with my overseas booking with qantas hotels. This week I went onto the booking and it had a button to cancel with full refund. . Even though it was a non cancel rate

Thanks. Not sure why my booking appears differently, but that's definitely not an option. I have looked at the website for the hotel concerned and they say they will provide a full refund (even for non-refundable rates), but the request must come from the third party (i.e. Qantas). Online chat is still not available so I emailed as suggested by @MarcB. The automated response said to action your requests yourself through MMB. I'll follow up again in a week or two If I haven't heard anything.

 

[JohnK]

I have a booking at a cheap hotel in Manado which I can't use. It was total $35 AUD, $30 of which was a birthday voucher. I know that they don't refund those vouchers. I haven't done anything yet. There is no point in my cancelling it. At least I may get the points even if we no show. Not sure what to do here.

Get in touch with them. They are a good team and always willing to help. They may be able to move the booking to another date free of charge even for non-cancellable bookings. I have in the past.

I currently have 10 QF/JQ hotel bookings for August but I generally book the flexible rate which can be a few dollars more.

 

[Lynda2475]

Travel Insurance will help with overseas bokings. I have an Adelaide hotel booking which I cant use as SA closed the borders. Submiited a ticket, have yet to hear anything.

 

[Lynda2475]

Still havent heard anythign from Qantas Hotels re my Adelaide booking which is a week away - and they arent taking calls or monitoring online chat. So I called the hotel directly, they have given me 12 montsh to use the credit but the credit is lower (excludes the Qantas commisison which is given to Expedia),

 

[Pete98765432]

After many unsuccessful attempts, I managed to contact them through online chat. I had a non refundable booking at a Novotel. They said they would contact the hotel and then the following day emailed me with the two options. First was a full refund. Second was a voucher valid for three years and 1000 bonus Qantas points credited now. I took the second option and the voucher was sent very quickly.

 

[Lynda2475]

Ooh i like your outcome better - but the chat has been down eveytime i go to the site,

 

[danielc]

I had booked a US hotel through Qantas Hotels that was non-refundable for 4 nights in April. I paid using cash and points.

A little over a week ago I used the chat session to request cancellation. The CSR advised me she would need to forward it to the International Bookings Team. I had checked the hotel website (Crowne Plaza SFO) and noted to the CSR the hotel policy was to waive cancellation fees.

Two days ago I received an email offerring me to either retain the full value on a voucher valid for 3 years (and get 1000 bonus QF points or to get a full refund. I replied to the email declining the voucher and asking for a refund.

Within a few minutes I got an invoice confirming the refund of cash and QF points. Later that day the points appeared back in my FF account. Today the cash refund appeared in my bank account.

Considering the current environment I am more than satisfied with the outcome. Bottom line is it may take a while but they are trying very hard.

 

[smiliemonster]

I had booked a US hotel through Qantas Hotels that was non-refundable for 4 nights in April. I paid using cash and points.

A little over a week ago I used the chat session to request cancellation. The CSR advised me she would need to forward it to the International Bookings Team. I had checked the hotel website (Crowne Plaza SFO) and noted to the CSR the hotel policy was to waive cancellation fees.

Two days ago I received an email offerring me to either retain the full value on a voucher valid for 3 years (and get 1000 bonus QF points or to get a full refund. I replied to the email declining the voucher and asking for a refund.

Within a few minutes I got an invoice confirming the refund of cash and QF points. Later that day the points appeared back in my FF account. Today the cash refund appeared in my bank account.

Considering the current environment I am more than satisfied with the outcome. Bottom line is it may take a while but they are trying very hard.

That's great to hear. I did manage to get onto someone via chat as the email I sent using the website contact form hasn't seen any action. The agent said they would request a refund on my behalf. Nothing yet, but I'm still hopeful.

 

[Lynda2475]

So Qantas Hotels just called me offering a full refund or voucher good for 3 years + 1000 FF points. I also decided to take the voucher and points; hope whatever the hotel did to my booking on their end when I called the otehr day wont interfere with the cancellation being processed properly now.

Qantas certainly cutting it fine, the booking was for tomorrow.

 

[funnymummy]

Ohhh I should have waited. I cancelled mine when they put the cancel full refund offer was on the booking

 

[smiliemonster]

That's great to hear. I did manage to get onto someone via chat as the email I sent using the website contact form hasn't seen any action. The agent said they would request a refund on my behalf. Nothing yet, but I'm still hopeful.

A full refund has now be processed back to my credit card. The team did contact me and offer a voucher with 3 years validity plus 1000 points. I chose to take the voucher. As you can see, that worked well . No complaints - it was a good outcome anyway.