Qantas Hotels

I wanted to book with my Qantas points and cash, and their website is not clear that when you pay with a deposit you cannot choose the points + cash option. Called to rectify the situation and was told there was no solution. Customer service rep had very poor skills.

Made a booking for a hotel in Fiji and had it confirmed by Qantas in a separate email, only for them 48 hours later to advise that the hotel does not have any rooms. My question is why is Qantas selling inventory that does not exist? The response in assisting has been pathetic and considering it’s over Xmas my options are limited.
Won’t be using them again and suggest you do the same. Can’t be trusted that what you are booking and paying for actually exists.

My superior room on 11 June 2021 was sub-standard. The curtain at the opening door was not fixed securely, there was mould everywhere in the ensuite, the fridge was covered in rust & hair dryer had to be collected from reception. Big improvements needed.

Qantas recommended the Aurora Alice Springs Hotel (Northern Territory, Australia) after my booking of a flight. The room I was assigned for the night of June 18, 2021 was in horrible unhealthy condition:

- Shower with many areas of black mold.
- Heating didn’t work (despite a 2 degree Celsius overnight temperature in the area)
- Pest Control capsules next to fridge.
- Worn out paint
- Uncomfortable mattresses (the type where the entire mattress moves like a boat).
- Very old fashioned decoration (late 70s or very early 80s)

Take a look at ...

After having to cancel our 2 night booking at MONA pavilions last year due to COVID travel restrictions, we rebooked for 10 & 11 October. Both Qantas Hotels and MONA accepted the booking. Yesterday we received an email from MONA to say that they will not be opening mid week and cannot honour our booking for Monday, 11 October. They said I would have to cancel that night through Qantas Hotels. When I tried to do that, Qantas Hotels sent an email saying that they could not change the booking from two nights to one night until I paid for the t...

Qantas hotels are amazing to deal with but let down by actual hotel did not get room booked, TV unable to watch from bed as cable broken , aircon in bedroom not functioning properly paid a lot of money for the Junior Suite but was very disappointed, would not recommend this hotel.

Took the money for the booking then emailed us 15 minutes later telling us our room was no longer available, a complete joke

how can you take the money if the room is not available?? i called the hotel and the very same room was available so i don't know what they were talking about.

we are currently waiting to hear back from a supervisor as the call centre were no help and were blaming it on the hotel, they should be held liable and to reserve the next available room and cover the costs of the difference. a refund wont be available for 3 days our 1st night stay is in 2 nights?

expected a lot more from such a large Australian brand.

with how this department is being run i don't expect it to be operating much longer...

Qantas hotels were wonderful when we had to cancel our bookings in Barcelona and Athens. After a short time, we acquired full refunds with no admin. Fees etc. From both the hotels. These bookings were classified as "Non refundable" but with the help from qantas hotels, this was reversed.

When travel plans were effected due to Covid 19 Qantas Hotels website stated that they would be refunding both refundable and non refundable hotel fees. After months of dealing through emails, Qantas are refusing to refund our non refundable advanced booking hotel fee. They are stating that the money is with the hotel. We have phoned the hotel and they are saying they haven’t received any payment and if they had, they would be happy to help us. They have also told us that Qantas booked the hotel through Expedia. Seriously from a big firm like ...

I had several bookings with Qantas hotels and had to reschedule due to covid. I was dealt with by customer service rep MJ who provided excellent service in rebooking my stays
Thank you

Booked accommodation in NZ. Trusted their price promise as it only works when you book. Booking.com price was almost 40% cheaper for same property and room. Trusted Aussie brand, went with Qantas Hotel and they delayed whole process by a month and at the end said mobile screenshot not good and clear enough..
No complaint process or they cared as they had money by then and my stay was over so no cancellation!
Never use them! Its not even Qantas, I think they pay Qantas royalty and it’s a third party.. complaint to Qantas who said Hotel not their problem!

Had a non-refundable hotel booking in New York, via Qantas Hotels.
Qantas have now cancelled my flights and refunded all points, taxes and fees.
Qantas will not refund New York hotel (The Marcel At Gramercy) as the hotel is refusing to refund.
Qantas hiding behind fact that they are only the travel agent, apparently it is up to the hotel to provide the refund.
It's simple Qantas, I am only cancelling my Qantas hotel booking because Qantas has cancelled my flight booking. So do the right thing and refund my hotel booking - whether the hotel will...

I am trying to rebook a holiday which has been disrupted by Covid-19, clearly not my fault and qantas are not being flexible, unfortunately I will have to log a case with ACCC to try and get a remedy, so time-consuming. I hope we don't have an air monopoly again - the customer will come last!

This is the first time I have used Qantas hotels and it started off bad but concluded with a satisfactory experience.
I had to cancel my booking courtesy of the Coronavirus. I couldn’t get through to Qantas customer service so I canceled online. My booking was non refundable so I put a claim in from my travel insurance. My insurance put my claim on hold and suggested I reach out to my hotel provider.
I managed to live talk to a Qantas customer service officer.
After explaining my situation they sent an email to the hotel asking if they could offer me a credit. The hotel agreed.
I was very happy with the outcome.

booked a family room but got a call the evening before and was told that the room wasn't available for the day it was booked.. we were given the option of 2 separate room.. unbelievable! this was supposed to be a family holiday which was ruined courtesy Qantas hotels