Qantas Hotels Booking Cancelled

By Platty Numm | Jan 14, 2019, 03:27 PM
Just had a very frustrating experience with Qantas Hotels. I booked a hotel through their website on 11/1/19, had my payment taken and received a confirmation of the booking reference number QAL****ADK. The email was headed "Congratulations, your hotel is booked! Have a great trip". On this basis I went ahead and made other travel arrangements. Next thing I received another email from them saying "Unsuccessful Hotel Booking". Apparently my booking had not been confirmed by the hotel due to a glitch in Qantas' connection. Despite the efforts of the Platinum One team, Qantas Hotels have refused to honour the booking confirmation and have advised that the payment I made will be refunded and I should have it in 3-5 business days. Having checked on Booking.com, the cheapest rate I can now get for the same room is an extra $200. I have never had this happen before - I thought we had a binding contract, but that doesn't appear to matter to Qantas Hotels. I would be interested to know if others have had a similar experience.
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By jianga | Jan 14, 2019, 04:24 PM
I had the same problem on 11th Jan. Booked a room in Helsinki but later received an email informing me the booking was unsuccessful. Called QF hotels (hooroo) and they told me that there was an internal system issue and all of their international hotel bookings were affected and my charged will be refunded in 3-5 bus days.They also said they couldn't guarantee that I would be able to get the same rate later when they have their issued solved. I did notice that they put a notice on the site later in the day asking everyone not to book any international hotels as they were experiencing some technical issue.

Out of frustration I decided to book my hotel via Virgin on the same day, and initially experienced the same thing, booked online and paid but received an email saying the booked is unconfirmed. I called them and was told they were also experiencing issue confirming overseas hotel bookings but instead of brushing me off. The agent said they were going to confirm my booking manually and everything should be fine and rates honoured. Within a couple of hours, I got an email confirmation from them with my booking confirmed.

So while VA may not be doing too well competing with QF on flights at the moment, they're certainly doing better with their hotel bookings. I think QF needs to choose their third party partners more carefully or at least train them to give better customer service. At the end of the day, this would reflect back on QF brand and the loyalty of their members.
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By djtech | Jan 14, 2019, 10:17 PM
You could try and ask for reimbursement for some of the travel arrangements you have made and most flights and bookings allow you to cancel free of charge within 24 hours of purchase.

However, there was no wrongdoing by Qantas Hotels. They failed to book the hotel and promised to refund you at a timely manner. In any case, I always have alternatives in place if things don't work out and give a buffer of about a day between important booking such as flights and hotels if plans do change.
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By anonymous | Jan 15, 2019, 09:29 AM
Just had a very frustrating experience with Qantas Hotels. I booked a hotel through their website on 11/1/19, had my payment taken and received a confirmation of the booking reference number QAL****ADK. The email was headed "Congratulations, your hotel is booked! Have a great trip". On this basis I went ahead and made other travel arrangements. Next thing I received another email from them saying "Unsuccessful Hotel Booking". Apparently my booking had not been confirmed by the hotel due to a glitch in Qantas' connection. Despite the efforts of the Platinum One team, Qantas Hotels have refused to honour the booking confirmation and have advised that the payment I made will be refunded and I should have it in 3-5 business days. Having checked on Booking.com, the cheapest rate I can now get for the same room is an extra $200. I have never had this happen before - I thought we had a binding contract, but that doesn't appear to matter to Qantas Hotels. I would be interested to know if others have had a similar experience.

I'm not sure why your post has received a lot of down votes. I guess most readers of this website are tolerant of big business using the "computer glitch" excuse to not honour contracts.
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Marty Brennan

By tommygun | Jan 15, 2019, 11:02 AM
There is wrongdoing, because Qantas hotels knew or ought to have known that following confirmation you may well lock in other arrangements. They owe you a duty of care, they breached it and you may suffer economic loss. That makes it their problem. If they won't properly compensate you, go to a small claims tribunal. You'll probably win, Qantas knows you'll probably win and they'll want to avoid time and trouble by making a decent offer as the hearing date approaches. I find it quite remarkable how the simple online act of filing a small claims case very often focuses the corporate mind.
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By Dan22 | Jan 15, 2019, 11:18 AM
With the extra costs incurred - can you look to claim on travel insurance?
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By TJS | Jan 15, 2019, 02:20 PM
I had the same problem on 11th Jan. Booked a room in Helsinki but later received an email informing me the booking was unsuccessful. Called QF hotels (hooroo) and they told me that there was an internal system issue and all of their international hotel bookings were affected and my charged will be refunded in 3-5 bus days.They also said they couldn't guarantee that I would be able to get the same rate later when they have their issued solved. I did notice that they put a notice on the site later in the day asking everyone not to book any international hotels as they were experiencing some technical issue.

Out of frustration I decided to book my hotel via Virgin on the same day, and initially experienced the same thing, booked online and paid but received an email saying the booked is unconfirmed. I called them and was told they were also experiencing issue confirming overseas hotel bookings but instead of brushing me off. The agent said they were going to confirm my booking manually and everything should be fine and rates honoured. Within a couple of hours, I got an email confirmation from them with my booking confirmed.

So while VA may not be doing too well competing with QF on flights at the moment, they're certainly doing better with their hotel bookings. I think QF needs to choose their third party partners more carefully or at least train them to give better customer service. At the end of the day, this would reflect back on QF brand and the loyalty of their members.
I believe Hooroo is a 100% subsidiary of Qantas and not a 3rd party.

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By PLEASEupgrademe | Jan 19, 2019, 02:18 AM
Wherever possible, I always try and arrange my accommodation through Qantas Hotels. Over the last 6 Months I have earned close to 20K QFF by doing this.

Qantas Hotels is actually run by a company called Hooroo Pty Ltd, and despite only having 3 experiences with QF Hotels, I have not experienced any cancellations, loss of refund as a result and the cost of another booking etc. I was EXTREMELY skeptical at first because I had read some outright horror stories that are plastered all over the internet. Some of the complaints in these posts sound very familiar to what is being said here. Although I was assured by a travel manager mate of mine that they were legit, immediate suspicion arose when I made my first booking and wanted to double check that my room had been confirmed. Although they are an Australian company, when I rang through it was obviously to an offshore call centre in the Phillipines, China or India. Their customer service over the phone was not great or reassuring. Despite this everything has worked out okay for me. There are definitely a few tricks and A LOT of due diligence that must be carried out when using them. Firstly, I would not pay more than 5% of the total cost of a hotel stay just to earn frequent flyer points, nor would I do the reverse and waste precious points if I felt it didn't represent a reasonable points per dollar cost. Secondly, if you need certain facilities at your chosen Hotel such as a business centre, a laundry room, concierge, room service, an ironing service or EVEN wifi you must do 2 things to independently verify this. 1.) Visit the official website of the hotel and verify it is at the same location as what it says on the QF Hotels website. 2. Ring the hotel yourself, ask and double check if required facilities are available AND make sure to ask if it is in the same location. There are also hazards with the choice of room type/offer as they often have very strict terms and conditions and I have also noticed that many of the 3 or 4 star Hotels on the site have VERY small rooms and may not even be part of the same building. ALWAYS double check and confirm (and read the fine print) to see the size of the room you will be staying in. Never hesitate to ring the hotel directly, multiple times if needed and I have found it important to verify directly with the hotel that they have a booking under my name. As QF Hotels are operated by a seemingly shoddy 3rd party mob, don't take their word for anything. Hotel staff are always more than happy to answer your questions, so i must re-iterate that if you have any hesitations at all, ring them multiple times. If they gain your business they will treat you well I have found.

As for the booking process. I have never booked accommodation with QF Hotels and received such a confirmation email like Platty Numm mentioning "Congratulations, your hotel is booked! Have a great trip". Every time I have booked, I have always received a confirmation email from qantas.booking@hooroo.com with my booking confirmation number in the subject line, a QANTAS HOTELS CSS HTML style email with the opening line reading
Hello [Name]

Thank you for booking your accommodation with Qantas.
Your reservation is confirmed.


A congratulatory email just sounds crass and suspicious.

If you do your DD and read the fine print, it is unlikely you will get stung.

I will now offer a review of the 3 Hotels that I have stayed at in the last 6 months.

Hope I have been helpful.


I spent 9 Nights at a brilliantly located hotel in Chicago (Club Quarters Wacker at Michigan). Yeah it was pricey because of its position, but was not your standard 3 star hotel. It had a business centre, guest laundry and the staff were excellent. They even have this interesting water bottle dispensing system where opposite the elevators on each floor, they have recycled plastic bottles with the CQ logo on it on a rack adjacent to a machine that fills your bottle up with fresh cool drinking water in seconds. This was a great addition as it was in late June in the middle of summer and boy did that come in handy. Also, Because I was there for 9 nights and had paid upfront, they upgraded me to the next tier of room (Which was on Level 33 overlooking the Chicago River and Skyline.) The room was MUCH bigger than the very disappointing 20sqm closet that comprises their basic rooms.

In September, also through QF Hotels I paid $1600AUD for 6 nights at the Mandala Hotel/Suites in Berlin (of the famous Design Hotels collection.) Their standard rooms are 40 sqm, are luxurious and use nothing but the best German designed and made shower heads, taps, cooktops, ovens, desks etc. I was shocked not only of the 5 star hotel (with 5 star service) I ended up in, (I didn't know this before hand,) I was also shocked at the price considering the amazing pool/fitness centre, business centre, casual dining bistro... they even had a 2 star Michelin restaurant (which I did not dine at, I stuck with the Currywurst down the road.) Once again, a flawlessly convenient location at Potsdamer Platz area which is within a 15 minute walk of Checkpoint Charlie, The Brandenburg Gate, the Reichstag and a 1 minute walk to the nearest U/S Bahn station. An Amazing experience.

A few weeks later however, I paid an outrageous amount also through QF Hotels to stay at the Hilton Garden Inn City Centre West in Munich. The place was full of drunk tourists (It was during Oktoberfest after-all, which is why the price was so high. Claimed it was a 3 star affair but the place was a mess. The rooms were cramped and tiny, their Wifi was running at the speed of the old dialup internet 25 years ago. When I am away from home for more than 3 days, I need accommodation that has laundry facilities. This is because I have a rare and severe skin disorder, I use a lot of ointments and need to wash my clothes due to the oiliness of the creams I have to use. You really had no way of knowing unless you did some serious due diligence, that this "hotel" is physically connected to another hotel called The Hampton Inn (I think,) and that hotel shares facilities with the "hilton" hence there was only 1 washing machine, each persons washing took 4-5 hours to do because of some stupid Bavarian law regarding water usage. So if you went up to the laundry (one washer and one dryer) and someone else had just started a load it was stiff ched. You had to wait until the next day. It is also worth mentioning that the washing machine was broken half the time, and considering everyone in Munich is too busy drinking beer, it took forever for maintenance to fix issues. However, it was only a 3 minute walk to Donnesbergerbruke S-Bahn station, where all trains passed through so you could get to anywhere within Munich pretty quickly. I had an important meeting in Munich so I had little choice, as everything is SO expensive during Oktoberfest.

Although this has been my only regrettable experience with Qantas Hotels, I generally find it a good way of getting a bit of a points boost.
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