Customer Care: Providing support and help via our FAQ: OzeWorld

Due to the high volume of reservations, our consultants are unable to do individual availability checks for clients. We only process firm hotel reservation requests.

When browsing our database, you will find the "BOOK NOW" button located next to each hotel name. Enter the dates that you require and you will be taken to the availability page for those dates.

To allow us to proceed with your request, we require you to submit a reservation form with your credit card details. You will then be taken to the confirmation page which will confirm that your hotel for the dates you require has been booked.

2. When I search for a hotel, all hotels come up as being "Unavailable". Why is that?

The hotel is fully booked for at least one of the dates you selected. The reasons for this may be the following:

a. We cannot accept reservations where the check-in date selected does not allow enough time to process your request. We can only accept bookings with the check-in date a set number of days from the date the reservation is sent to us.

- For Australia, New Zealand and Asia - at least ONE day ahead.

- For Europe, the Americas/Caribbean and Africa/Middle East - at least THREE days ahead.

If the check-in date selected falls inside the above cut-off(s), all hotels will be shown as Unavailable.

b. The hotel selected has a "minimum night stay" policy. I.e. The minimum length of stay allowed is two nights and you have selected one night.

c. The hotel is fully booked and has no rooms available for at least one of the dates you selected. This usually occurs during peak season or special events e.g. New Years Eve, local festivals or conventions.

Hotel Facilities and Room Information

1. What is the cost of car parking at the hotel?

All the information that has been provided to us by the hotel about its facilities is displayed on the website. For information not already stated on our website regarding room facilities or hotel facilities, please contact the hotel directly. The contact information for the hotel will be displayed on your check-in voucher.

2. Do you organize airport transfers with my accommodation?

Airport transfers can be arranged through our Tours section. If there are no transfers from the airport you require, try contacting the information desk at the airport on arrival to arrange your transfers.

3. Where can I find contact details for a hotel?

The hotel's street address is shown on the hotel's information page and search results page. Once a booking has been confirmed, we issue the Confirmation/Accommodation Voucher, which also states all the hotel's contact details.

4. How do I find directions to the hotel?

The location information of the hotel is listed on the hotel description page. You can also view a map of the surrounding area from this page. This can help identify the distance from the hotel to certain landmarks or the airport.

5. Could you send me maps and/or other information about the hotel?

All the information we have regarding the hotel (such as facilities and rates) is located on each hotel's property page. For additional information, you may contact the hotel directly.

6. Is breakfast included in the room rate?

Many hotels and most hostels include a buffet or continental breakfast as part of their room rates, while others offer it as a separate service. This information can be found on the hotel's property page in the Facilities section.

7. Do I need to add Breakfasts to my Itinerary if the room type I booked says it includes breakfast?

If the room type that you book is, for example, "Standard Room including Breakfast", breakfasts do not need to be added to the Itinerary. If it states that it includes breakfasts for up to 2 guests, and there are more than 2 guests staying, you will need to add any extra breakfasts to the Itinerary if required.

Reservation Information

1. How do I make a reservation online?

a. Enter your destination, prices, stars, facilities etc. This brings you to a city page where you will see a list of all hotels.

b. Please choose the hotel you would like to book and enter in your desired dates.

c. You will now see the prices and room types available.

d. Choose your room type and number of people in your party.

e. If the information is correct hit the "Click to Book" button.

f. You will now see a page displaying all the booking information.

g. If the information is correct click the "Confirm" button.

h. The system will now request you to complete the Booking Form.

i. You need a valid credit card to make your booking.

j. Click "Confirm" and wait for your booking confirmation.

2. How many people can I book for and for how long?

You can only book for a maximum of 7 nights and for 10 people in any one booking unless otherwise specified on the hotels property page.

3. What happens if they only ask for a deposit?

Only when booking a hostel will you be charged a 10% deposit, plus a $2 booking fee. This will reserve the booking for you and will not be refunded to you on arrival at the hostel. The remaining 90% is due to the hostel on your arrival.

4. Do I need to book in advance?

We always recommend that you book your hotel and other services well in advance to avoid disappointment. Allocation sells very quickly especially in high season.

5. I have submitted my reservation form and credit card - what happens now?

Once you submit your reservation form and credit card information, your hotel request will be processed as quickly as possible. However, some delays may occur due to our supplier hotels' processing requirements. Depending on the destination, this may take from 1 to 3 days. If the hotel you chose is available for the dates you specified, your booking will be finalized and your credit card will be charged. If you wish to cancel your booking after this, you will incur a cancellation fee - see booking conditions. If the hotel is not available, we will contact you with a suitable alternative and no payment will be incurred.

6. How long will it take to confirm my booking?

Below is the usual response time taken to confirm a reservation:

- 1 day for hotels in Australia, New Zealand and Asia

- up to 2 days for hotels in Europe, the Americas and Africa/Middle East

You can check on the Current status of your booking request at ANY TIME, so for existing bookings use hotels login or hostels login. You can visit this page at any time to see the real-time status of your request.

Disclaimer: Whilst we endeavor to process your booking request according to the guidelines shown above, occasionally we are unable to finalize your request within this time limit. Some of the reasons for delays in replying include public holidays and time zone differences.

7. How can I amend or cancel my booking?

If you wish to amend or cancel your booking you must contact the hotel directly. Contact details for the hotel are on the booking confirmation.

Hotel booking: Should you wish to amend or cancel your existing booking, please use our hotels login for existing bookings. You can also email us through our hotels contact email (make sure you write "amendment/cancellation request" and include your Booking ID). One of our reservation consultants will get back to you with a response as quickly as possible. Please note: an amendment or cancellation fee will apply - see booking conditions.

Hostel booking: Once the booking leaves our system we have no more control over it. In the event of a cancellation the booking fee and deposit are non refundable. You must cancel at least 24 hours before your arrival as failure to do so can result in your card being charged for the first nights stay.

8. What is the CONFIRMATION / ACCOMMODATION VOUCHER?

This is confirmation of your payment to us. Once your request is confirmed we will send you an email with a link to your Voucher. Please print out a copy and keep this document safe. You will have to present it at the hotel during check-in procedures. Should you lose or damage the voucher, please re-visit the link and print another copy of the voucher. If you have any further problems you must contact us immediately and we will assist you.

9. I have lost my voucher, what do I do?

To get another copy of your voucher, please use our hotels login or hostels login for existing bookings. Once you enter your Booking ID and the email address used when making the booking, you will be able to access a page where you can print another copy of your voucher. If you have lost your booking ID, please contact us and we will resend it.

10. How do I check on my booking for a hotel?

You can email us using our hotels or hostels email address. Send us your Booking ID with your requirements, we will respond to you by email as soon as we can.

11. You sent my Confirmation Voucher to me, but when I called the hotel directly to check on my booking, the hotel informed me they were not holding a room for me. What do I do now?

Some of the hotels with which we book accommodation for our clients, have allotted a number of rooms to our company each day. We then allocate your Name list to these available rooms. We keep all your details on file, until we submit the full Name lists and details of each booking, a set number of days before the check in date. So please do not be alarmed if the hotel does not have your booking details, as they are on file, and will be submitted closer to your check in date. If you have any queries regarding your booking, please contact our Customer Service Centre by selecting either our hotels or hostels email address.

12. How can I request an early check-in or a late check-out?

If you want to request an early check-in or a late check-out, please include the information in the 'additional requests' section when filling out the reservation form.

Please note: Early check-in and late check-out are subject to the availability of the room and cannot be confirmed until the day of check-in or check-out. We can advise the hotel of your request, and they will try their best to accommodate your needs.

13. What are your booking conditions?

You will need to check the Booking Conditions. You can check this when entering in your booking confirmation information.

Pricing / Rates Information

1. There are no rates for the dates I require or rates appear as "On Request". What do I do now?

If the rates for date(s) you require are not listed on our site, then we cannot quote you a rate as yet, since the hotel has not provided them. As new rates are finalized, they are posted on our website.

When a rate shows on our website as "On Request", it is usually during peak periods, such as public holidays, special events, or conferences/exhibitions. Once we receive your completed reservation form, including payment details, we will negotiate the best rate with the hotel and advise you, at no charge. Once we receive your acceptance of our rate, your request will be processed. If you decline the offered rate, the request will be cancelled and no charges will apply.

2. Is the room rate per person or per night?

All hotel room rates are per room per night, unless specified otherwise. The rates are not applicable during New Year's Eve and other special events and are subject to change. The price is guaranteed upon receipt of final payment.

Most hostel rates are per person per night for shared rooms, unless specified otherwise. You may need to check how individual hostels price the private rooms.

Payment

1. Why do I have to include my credit card number?

To allow us to proceed with your request, we require you to submit your credit card details. Your credit card information is strictly confidential.

2. Is it safe to use my credit card?

Yes. We ensure our partners treat the security of our clients' information matter very seriously. To ensure your security, all credit card transactions are secured by SSL, which encrypts the credit card number so as to make it unavailable to any other party.

3. Do I have to send my credit card details online?

We encourage all our clients to submit their credit card information via the secure online credit card form. This makes it easier to process your booking requests quicker and more efficiently. However, you also have an option to fax your credit card details. When you come to the payment stage of the booking process, simply choose the option "I want to send my credit card details by fax", fill in your details, print it and send it to us on one of the fax numbers provided.

4. When will my credit card be charged?

If your booking has Instant Confirmation, your credit card is charged immediately after you submit the credit card form and the Confirmation/Accommodation Voucher is then sent to the email address you specified. If the booking is on request, pending confirmation from the hotel, or we are waiting for an answer from you regarding your request, your credit card is charged ONLY when we receive confirmation from the hotel or yourself.

5. Can I pay with more than one credit card?

Yes. You are able to provide payment with multiple credit cards, if you specify this in the "extra comments" section in the credit card form. However, you must submit a valid credit card when making a booking and if you wish to alter a credit card after it has been charged, and the booking completed, a fee will apply - see booking conditions.

6. I don't have a credit card, can I pay cash on arrival?

We do not accept payment by cash on arrival at the hotel. All bookings through our service require pre-payment by credit card only.

7. Which credit card types do you accept?

The cards we accept are: Visa, MasterCard, American Express, Diners Club, Switch, Solo, BankCard (Australia & New Zealand Only), Maestro (NOT German EC-card), Visa Electron.

Please note that if you provide an American Express or Diners Club credit card for payment of your booking, the transaction may be charged in a different currency to the one in which your booking rates were quoted. The cost of your booking is converted using our bank's exchange rates on the day of the transaction.

Contact Us

1. Can I contact you if I have a question that is not answered here?

Make sure that you have checked all the questions above before you contact us. Some questions have special email addresses that can only be found through links on this page. If you do not use these email addresses your email may be sent to the wrong department and it may take a while before you receive a reply. Otherwise we'd love you to contact us. Please contact us by email on support@ozeworld.com.

Feedback / Testimonial

1. I would like to provide you with some feedback. How do I do this?

We encourage and read all feedback because it will help us improve our website and service to better meet your needs. Please take the time to send us some feedback by email on feedback@ozeworld.com.

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