Customer Service
Frequently Asked Questions
How do I find a hotel?
What are Pre-paid Rates?
What are Travelmall Pay on Checkout Rates?
Why will I get a better rate booking online?
Are taxes included?
What payment methods can I use?
Is the room rate per person or per night?
Can I make a booking over the phone?
How can I find out extra information about the hotel?
When I make a reservation is the confirmation number I receive from the hotel?
Do I need to submit personal information when making a booking?
Can I use redemption vouchers i.e reward points when booking a hotel?
How do I retrieve my booking after it is made?
Checking In
What will I need when I arrive at the hotel?
Checking Out
How do I check-out?
Cancellations/Amendments
What if I need to cancel my booking?
How do I change my dates?
Privacy and Security
Will my personal information be shared or sold to third parties?
How can I be sure my credit card information is safe?
After I return home
What charges might be made to my credit card after I have stayed at the hotel?
Can I see my previous reservations?
Additional Questions
What if I have questions that aren't answered here?
About Us
Do you offer flights or car hire?
• Travelmall and Where-to-Stay are powered by two hotel booking engines:
1) Travelmall Direct and
2) Travelmall Pre-paid.
Travelmall Direct is powered by Pegasus Solutions of Dallas Texas in conjunction with 48 of the Top 50 hotel chains in the world which can be booked up to the same day of check in.
Travelmall Pre-paid is powered by Travelmall's "Alfred" Internet booking engine in conjunction with local partner travel agencies and hotel groups. We have negotiated special rates which require pre-payment to secure at these discounts.
Travelmall head office:
Sydney - 16 Princes St. Marina, Newport, NSW, Australia,
For customer service please email club@travelmall.com or telephone our office: 61 2 9999 4336 (0900hrs - 1700hrs - Sydney time, Monday to Friday)
Use the 'hotel search' link to select your hotel from our database of more than 50,000 hotels. If you know the name of the hotel this will speed up the search otherwise you can leave this field blank and enter the city and country only. Next, enter your dates, number of adults and rooms then click the search button and our booking engine will return a list of hotels for you to choose from.
Some hotels will have 'rooms available' in the top right of the screen. This means that based on the dates you entered you can proceed straight to the 'book now' button. Other hotels will have 'check availability' instead. This means you need to take an extra step and 'check availability' entering your dates again.
The reason for this is some hotels will keep our database constantly updated with their availability and others we need to send a message to their system each time we have a request.
These rates are available to all credit card holders regardless of their billing address. The hotel room is charged to your credit card at the time of booking. Pre-payment allows the hotel to offer greater discounts as the accounting process is more streamline. Hotels will collect incidentals such as meals, car parking and telephone calls separately at time of check-out. Pre-paid rooms can only be booked one room at a time. Cancellation terms and fees apply to pre-paid bookings.
What are Travelmall Pay on Checkout Rates?
Your credit card details are sent directly to the hotel at time of confirmation as a guarantee and you pay the hotel on check-out. Once you have completed the booking process, you will be given a confirmation number and this will be followed up by an email giving you all the information you need to present to the hotel upon check-in showing the rate you will be charged (please print this email confirmation and take with you).
Why will I get a better rate booking online?
Selling rooms online costs the hotels less money than selling through a retail travel agency and the savings are passed onto the customer.
All pre-paid bookings include tax and service charges on the room rate. Pay on check-out rates sometimes do not include taxes and these will be outlined in the rules section.
What payment methods can I use?
MasterCard, Visa, American Express, Diners Club and Discover. For your protection, we use an automated address verification system to verify billing information on US credit card holder only bookings.
Is the room rate per person or per night?
All rates are based on single or double occupancy per room and are quoted on a nightly basis. Additional people, children, roll away beds and other items may incur additional charges upon check-in.
Can I make a booking over the phone?
If you need assistance with your reservation please call our office:
Tel: 61 2 9999 4336 (0900hrs - 1700hrs - Sydney time, Monday to Friday)
How can I find out extra information about the hotel?
Our database contains pictures and information about each property to assist you in selecting which hotel best meets your needs.
When I make a reservation is the confirmation number I receive from the hotel?
Our website links directly into the hotels computer reservation systems and you are issued with the hotel's central reservations confirmation number when you book a room. You can be confident that the hotel will have your confirmation number upon check-in.
Do I need to submit personal information when making a booking?
You only need to enter credit card information, address and other personal information that is necessary to confirm the correct room type i.e number of people, bedding type etc.
Can I use redemption vouchers i.e reward points when booking a hotel?
We cannot accept redemption vouchers toward your reservation.
How do I retrieve my booking after it is made?
From the home page, click on 'my bookings' at the top of the screen. Fill in your email address that you made the booking with and your confirmation number that you received on your confirmation email (if you can't find your confirmation email then use the link to have it emailed to you again).
http://www.hotels.travelmall.com/pg_login.html
What will I need when I arrive at the hotel?
To check in at the hotel, you will need to present your confirmation email, photo ID and credit card (this is to pay for incidentals such as meals and beverages).
If your room is pre-paid, the only other charges will be for incidentals.
If you have made a 'pay on check-out' booking you will need to settle the room rate, any taxes and incidentals.
What if I need to cancel my booking?
You must cancel your bookings on this website. Cancellation policies vary from hotel to hotel and are stated under the rules section. If your booking was 'pre-paid' then the refund will be credited to the card you used to make the booking less any cancellation penalties as stated in the rules. If the booking was 'pay on check-out' then your card may be debited for the equivalent of 1 night or whatever the hotels policy stated depending on how far in advance you cancel.
You will need to make a new booking and cancel the original as the online system can't amend exisiting bookings. We recommend you check the availability for your new dates and make a new booking before cancelling your original booking. Please make sure you are aware of the cancellation policy of the hotel before doing so.
Will my personal information be shared or sold to third parties?
All information provided to us is secure and confidential. We do not share or sell your details to any third party. We will automatically include you in our monthly newsletter mailing list and if you do not wish to receive this then you can simply unsubscribe.
How can I be sure my credit card information is safe?
Whenever you use our services, you are automatically signed in securely unless you choose otherwise. All your transactions are protected by powerful *Secure Sockets Layer (SSL) encryption technology and Private Communication Technology (PCT)* Security standards supported by Microsoft Internet Explorer and other popular browsers.
SSL encrypts your credit card number, name, address, and telephone number before they travel over the Internet. This makes doing business over the Internet as secure as purchasing by telephone.
SSL safe connection and secure transaction technology has effectively protected hundreds of thousands of Travelmall.com customers who have transmitted their credit card numbers online and made a purchase since we launched in June 1996.
Security standards supported by Microsoft Internet Explorer versions 4.0 and higher, and other popular browsers. We are also pledged to protect your personal information, following the standards set by Travelmall.com's Privacy Statement.
What charges might be made to my credit card after I have stayed at the hotel?
If the booking was 'pre-paid' then you should only receive charges for incidentals such as meals and beverages.
If your booking was 'pay on check-out' then you will have the cost of the room plus any additional taxes as outlined on your confirmation as well as incidentals. If you have any queries about your bill please contact our customer service centre.
Can I see my previous reservations?
On our home page click on 'my bookings' and you can view all your past reservations using any one of your confirmation numbers.
http://www.hotels.travelmall.com/pg_login.html
What if I have questions that aren't answered here?
You can contact our customer service centre on:
email: club@travelmall.com or tel: 61 2 9997 4336 (0900hrs - 1700hrs, Sydney time - Monday to Friday)
Do you offer flights or car hire?
At present we offer hotels worldwide and car hire in Australia and New Zealand but we do not book flights.